Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Lumoa

SEPTEMBER 11, 2023

Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. But since customer experience has a more broader outlook than customer service, additional data like repeat sales figures and customer retention rate are also taken into consideration.

Strategy 208

Strategy Customer Experience Net Promoter Score Effort Score 208

Lumoa

SEPTEMBER 11, 2023

Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. But since customer experience has a more broader outlook than customer service, additional data like repeat sales figures and customer retention rate are also taken into consideration.

Strategy 208

Strategy Customer Experience Net Promoter Score Effort Score 208

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

AUGUST 20, 2019

Customer loyalty has to be earned instead of just taken for granted. The foremost trait of a successful business is to understand the growing demands of customers and evolve customer service strategies to bridge the gaps. The time that customer service team usually give to close the customer compliant is important!

Ecommerce 40

Ecommerce Loyalty Customer Service Strategies CRM 40

SurveySensum

AUGUST 20, 2019

The time that customer service team usually give to close the customer compliant is important! As per recent research by Harris Interactive firm, “75% of customers believe it takes too long to reach a live agent.”. It allows analyzing the text and sentiment behind the feedback of customers.

Strategy 92

Strategy Customer Experience Ecommerce Loyalty 92