CX Accelerator

NOVEMBER 7, 2023

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.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

InMoment XI

FEBRUARY 12, 2024

On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management. Let’s dive deeper into each one to explore how InMoment achieves customer experience success through integrated CX.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

Seaton CX

FEBRUARY 7, 2024

We’ve got three other teams in here doing process mapping,” an IT Manager told me, “I don’t know why we need you.” The busy IT Manager was worried about committing his people to the journey mapping project because he thought we were duplicating the effort of other process improvement projects. Keep it clear.

Customer Journeys 59

Customer Journeys Social Media Customer Service Representative Interaction 59

Second to None

APRIL 8, 2019

Their role is highly influential over your brand’s reputation and customer loyalty. Take the time to ensure that your customer service team is well-trained and prepared to act as the face of your company. The Unprofessional Customer Service Representative. In some cases, yes.

Chatbots 82

Chatbots Self Service Customer Service Representative Fashion 82

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

SurveySensum

JULY 6, 2020

Like any disappointed customer, she reached out to the customer care to complain about the same. The customer service representative listened to her patiently and quickly resolved the issue by offering her a refund for the discontentment and a discount coupon for her next purchase. William Taylor, Sr.

Net Promoter Score 83

Net Promoter Score NPS Social Media Course 83

Second to None

MAY 3, 2018

Customer service is a key contributor to an organization’s overall success due to the impact that each individual employee-to-consumer interaction will have on maintaining high retention rates. And the best way to establish this relationship is to provide consistently friendly service across these different channels.

Interaction 59

Interaction Strategy Voice of Customer Brands 59