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35 Indicators that a Company Isn’t Customer-Centric

CX Accelerator

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

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Integrated CX: The Complete Guide

InMoment XI

However, if you were to look at her online chat data, you can see she was inquiring about getting the number to contact a customer service representative because her product was lost in shipment to her home address. Net Promoter Score (NPS) NPS measures the likelihood of customers recommending your business to others.

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The Complete Guide to Mastering Contact Center Analytics

InMoment XI

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

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5 Things Great CEOs Understand About Customer Experience

Experience Investigators by 360Connext

And others sit in with customer service representatives to listen directly to the feedback they are receiving. . All of this is important because without staying connected to the customer in this way, the CEO and others can dismiss data and ignore the emotional consequences of poor customer experiences.

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The Real Difference Between Customer Support and Customer Success

Retently

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support).

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The Ultimate Blueprint for Mastering Customer Service Metrics

InMoment XI

This article delves deep into the world of customer service metrics, offering insights and actionable takeaways. The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. Frustrating, right?

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5 Tips to Improve Customer Satisfaction For Your Business

SurveySensum

Understand Your Customer’s Needs and Expectations Personalize Customer Experience Streamline and Optimize Customer Service Processes Foster a Customer-Centric Company Culture Continuously Monitor and Improve Customer Satisfaction The Five P’s Wrapping Up! Trust me, these tips are game-changers.