Vonage

FEBRUARY 4, 2016

Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. Keep purpose on your agenda, bring it to each meeting and incorporate it into decisions that affect the team, the customer and your bottom line. Here are strategies that need to be on your agenda. Talk purpose.

Customer Focused 120

Customer Focused Culture Leadership Omni-Channel 120

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.”

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Confirmit

NOVEMBER 16, 2020

Here is a sneak peek into the captivating stories you’ll find in these pages: Amadeus runs a global VoC program that gathers timely feedback and delivers insight into pain points to maintain long-term customer relationships. Forecasted revenue increase by 22% as a result of actions taken based on customer feedback.

Insurance 52

Insurance Case Study Touchpoint eBook 52

ijgolding

APRIL 4, 2016

Using tools and methodologies to improve the ability of a business to meet and exceed customer expectation just made so much sense to me. Why is it so important for businesses today to focus on customer experience? Failure to have the resource or capability to actually IMPROVE customer focused priorities.

Data 120

Data Customer Experience Effort Score Measurement 120

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. by Mike Wittenstein. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. So, what should we expect in the nearest future? However, research shows most customers still value an emotional connection with the people fronting the organization.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Verint

SEPTEMBER 21, 2017

Aberdeen discovered two missed opportunities for organizations who don’t integrate their voice of the customer programs with their back-office activities. Secondly, opportunities to identify and rectify back-office process bottlenecks are lost when customer feedback is not shared with the back-office processing functions.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37