iPerceptions

APRIL 2, 2020

COVID-19 is impacting businesses and customer behavior worldwide. As we all adjust to these unprecedented times, Customer Experience (CX) programs provide a way to help measure, monitor, and address customers' changing needs with both support and compassion.

Measurement 93

Measurement Survey Customer Change Customer Experience 93

Kitewheel

AUGUST 14, 2020

The world has begun to catch on to the importance of great customer experience, and for good reason. Customer experience is the overall impression that consumers have of your brand. Providing a remarkable customer experience is vital to business success. How can you know if your customer experience is up to par?

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

CX Journey

JULY 5, 2016

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. My Execs Don't Get It!

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. Transparent and flexible arrangements show your commitment to a long-lasting and mutually beneficial relationship with your customers – this ain’t no fling!

Customer Experience 57

Customer Experience Sports Innovation Feedback 57

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. Here are 10 practical tips that businesses can use to gain and maintain trust with their customers. by Sam Bradley. by Sam Bradley.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

Maru Group

AUGUST 3, 2020

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.

Brands 52

Brands Government Study Metrics 52

Daniel Group

SEPTEMBER 1, 2019

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “ meh ” bucket.

Loyalty 53

Loyalty Net Promoter Score NPS System 53

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Irit] What are the most asked for measurements? Measurements are interesting.

System 49

System Customer Success Net Promoter Score ROI 49

Gainsight

FEBRUARY 12, 2019

I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value (for your product/service). IT) within the customer org. Map out the key personas at your customers.

How To 81

How To Chief Customer Officer CRM Measurement 81

Gainsight

APRIL 18, 2022

Customer health dashboards are one of the critical keys to durable revenue growth. At its heart, a good dashboard can summarize tens or hundreds or even thousands of metrics on customer experience into one simple, impactful snapshot of sentiment and behavior. It can tell you which customers are likely to expand, retain, or churn.

Effort Score 52

Effort Score Sports Analysis Groups 52

CX Journey

FEBRUARY 27, 2019

The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Customers change.

Metrics 88

Metrics NPS Trends Financial 88

CSM Magazine

NOVEMBER 23, 2020

Moreover, their bad online review may make the company lose many potential customers. Also, caring about customer satisfaction literally pays off. It’s simply more cost-effective to retain your customers than to search for new ones. Be More Customer-Friendly Online. Try to identify your customers’ expectations.

Customer Satisfaction 59

Customer Satisfaction Advertising Groups Customers 59

CX Journey

FEBRUARY 27, 2019

The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Customers change.

Metrics 80

Metrics NPS Trends Financial 80

CX Journey

SEPTEMBER 27, 2017

Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. Yes, even customer listening programs become stale and must be updated. Don't assume you know what's important to your customers. Use other methods to listen to customers, as well.

Survey 114

Survey Social Media Feedback Trends 114

Amity

OCTOBER 3, 2016

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Jason: The first 90 days of an implementation are critical.

ROI 76

ROI System Roadmap Measurement 76

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. to serve customers better).

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Customer Alignment

OCTOBER 2, 2017

“ Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” If its value is recognised, why don’t more organisations learn from CX leaders and strive to deliver more consistent, predictable and enhanced experiences for their customers?

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

ProProfs Chat

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. So, when you think of satisfying your customers, you need to ensure that: Your operators are empathetic towards the customers.

Tips 82

Tips Customer Service Social Media Chatbots 82

Survicate

MAY 1, 2019

Nowadays, it’s hard to imagine a company that wouldn’t put customer satisfaction in the spotlight. After all, satisfied customers usually come back to buy more, tell friends and relatives about their successful experiences, and – most importantly – advertise a beloved brand with great zeal. Let’s find out. As simple as that.

Customer Satisfaction 40

Customer Satisfaction Industry Survey How To 40

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Customer-centricity, in short, is not pervasively ‘people first’.

Culture 83

Culture Company Customer Centricity Travel 83

Amity

MAY 6, 2014

De-Risking the First 90-Days for Your SaaS Customer. The following is part of a series of conversations about Customer Success Management (CSM) between Pam McBride, Director of Marketing at Amity and Jason Whitehead, CEO of Tri Tuns. Yet, this is often of the hardest points in an implementation for both customers and SaaS providers.

ROI 48

ROI System Customer Success Roadmap 48

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

CSM Magazine

JANUARY 12, 2022

Savvy customer service managers know the substantial compliance risk created by any communication that goes to the wrong recipient under the Telephone Consumer Protection Act. to end a class action lawsuit that arose from calls to customer cell phones. There is a lot to consider in order to safely connect with customers.

B2C 52

B2C Call Center Consumers Communication 52

Education Services Group

JUNE 4, 2020

Building or expanding a Customer Success organization can be surprisingly similar to developing a startup. The result is a streamlined and effective organization built to adapt to changing environments. A CS incubation model is a system to define, test, and iterate a new CS process with a portion of your customer base.

Customer Journeys 52

Customer Journeys Strategy Customer Success Examples 52

Daniel Group

MAY 31, 2019

When we first started our work in customer experience the focus, appropriately, was getting a new process accepted by employees, managers, and customers. The customers? More loyal customers mean more repeat business, more referrals, and fewer customer defections, among other things. It took some convincing.

Communication 40

Communication Groups Feedback Measurement 40

Beyond Philosophy

NOVEMBER 25, 2021

Determining how to communicate the details of our advantages to customers was challenging. . How Are Customers Evaluating Their Options? However, his customers might choose based on something easier to compare. . However, if we see that one-out-of-five stars score from other customers, we know what to do.

Hospitality 78

Hospitality CRM Insurance Travel 78

Avaya

MAY 23, 2017

But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX). Rather, most fail to understand their customers well enough to envision a truly customer-centric, digitally-transformed environment. In fact, I encourage you to be your own customer within your organization.

Contact Center 42

Contact Center Touchpoint Customer Centricity eBook 42

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. to serve customers better).

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Measurement 71

Measurement Survey Customer Journeys Management 71

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

C Space

MARCH 25, 2020

Insight Directors are under pressure to own the perspective on customers, who are changing at an accelerated rate. The closer businesses can stay to their customers throughout, the more reactive they can be, in the most timely and sensitive way. It keeps a business’s stakeholders close to their customers.

Airlines 40

Airlines Travel Guidelines Exercises 40

C Space

SEPTEMBER 11, 2019

In the face of rapidly shifting customer expectations, it can be hard for brands to maintain relevance. Charles Trevail, CEO of C Space and Interbrand, delves into the recent changes in consumer behavior, and why, because of these changes, brands have more room to play than ever before. Being a customer is emotional.

Brands 40

Brands Competitive Advantage Customer Centricity Consumers 40

Helen Dewdney

APRIL 6, 2019

Online retailer tackles perceived abuse by online customers. ASOS changes in terms and conditions. ASOS has changed its returns policy. In a move that some might consider to be customer unfriendly, it has made significant changes to its returns policy. Will this new measure work? Your rights.

Policies 40

Policies Social Media Fashion Retail 40

Service Untitled

FEBRUARY 17, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Are you meeting your customers’ service expectations? So, what can you do to determine if you are meeting your customers’ service expectations?

Meeting 41

Meeting Poor Customer Service Social Media Resources 41

ClientSuccess

AUGUST 10, 2022

How does your CSM team measure success? Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide the right level of support and attention to their customers.

Customer Success 78

Customer Success NPS eBook Metrics 78

Forrester's Customer Insights

OCTOBER 4, 2022

Forrester’s recent experiment in hybrid delivery Two-thirds of companies have adopted some form of anywhere-work. A majority have implemented hybrid work, a version of anywhere-work in which employees come into the office at least weekly.

Report 48

Report Company Customer Change Measurement 48

Totango

APRIL 20, 2020

Customer churn analysis can provide you and your teams with valuable insight into what drives your current churn rate and potential improvements. You need to understand what outcome / value your customers are trying to achieve from your products and services. A Checklist for Customer Churn Analysis. Honorable Mentions.

Analysis 78

Analysis Effort Score Customer Journeys ROI 78