C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. First, let’s define a Raving Fan.

B2C 179

B2C B2B Customer Satisfaction Industry 179

One Millimeter Mindset

OCTOBER 8, 2018

The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Or, is the quality of the engagement forceful and overwhelming? Or, are we?

Engagement 74

Engagement Customer Experience Sales Customers 74

Vonage

JUNE 23, 2017

: Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Some say it’s about lead generation, creating demand, building relationships and engagement. I like that last word, engagement.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

ijgolding

JULY 24, 2018

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. You can download the whitepaper here.

Culture 123

Culture Customer Experience Management Employee Engagement 123

Calabrio

APRIL 27, 2017

However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology. Managing changing customer behavior. Keeping your contact center agents engaged.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Social media vs. SEO reach.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Calabrio

APRIL 27, 2017

However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology. Managing changing customer behavior. Keeping your contact center agents engaged.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? Ask us about our free shipping codes!”).

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 82% describe the customer service process as being a lot of effort. We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Beyond the Arc

NOVEMBER 11, 2021

complementary white paper Using Personas & Journey Maps: Strategic Tools to Improve Customer Experience Download Now Most businesses serve a variety of customers, each with different needs, goals, and emotional drivers that influence their actions and decisions. Without it, how do you know if you’re [.].

Customer Journeys 59

Customer Journeys Customers Tools Customer Experience 59

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. trillion in the U.S.,

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series. Download CX Realities 2023 here.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

Customer Bliss

MAY 7, 2015

Here are three “get real” actions to build front line relationships with customers: 1. Get rid of the jargon in how you talk to and about customers. At Amy’s, applicants receive a white paper bag that must be brought back within a week and must turned into a creation that tells Amy’s about who they are.

Customer Experience 100

Customer Experience Customers Company Engagement 100

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Sales 99

Sales Loyalty Communication Contact Center 99

TechSee

OCTOBER 19, 2021

One method used by retailers to address the challenge of how to reduce customer returns, is restocking fees. Companies have attempted to reduce returns by taking a more thorough approach to understanding customer requirements during the sales process. Restocking Fees. This video says it all: Better Instruction Manuals.

How To 124

How To e-support Self Service Retail 124

Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

OCTOBER 2, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

AskNicely

DECEMBER 4, 2018

Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? The quick answer to survey frequency is: it depends , but we generally recommend you touch every customer at the moments of truth in their customer journey. Let’s say someone has 450 customers.

Survey 150

Survey Net Promoter Score NPS Call Center 150

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. So retaining customers is more important than ever. Communicate with relevance.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Gainsight

OCTOBER 25, 2021

Here’s how to embed customer feedback loops into your product, use feedback to enhance product delivery, and drive user-centered growth. Why build customer feedback loops? So, why even bother building customer feedback loops into your product? Customer feedback loops root your strategy in data that matters.

Feedback 98

Feedback Roadmap Analysis User Experience 98

CX University

APRIL 2, 2024

Companies increasingly recognize that employee experience can be positive, powerful, and influential in engaging customers. Pink (2009) states that when employees have a purpose in their work, are provided with opportunities to develop mastery in what they do, and have autonomy, they will be engaged.

Strategy 52

Strategy Financial Leadership Apparel 52

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021.

Customer Experience 88

Customer Experience Consulting Financial Customers 88

Education Services Group

MAY 11, 2018

If this sounds familiar, you’re likely one of the many budget-strapped Customer Success (CS) leaders we talk to every day. Folks who know that to improve their bottom lines they need higher touch engagement with their customers — but don’t have the resources to make that a reality. vCSMs deliver more customers who….

Customer Success 40

Customer Success Engagement Customer Journeys Case Study 40

Zeisler Consulting

SEPTEMBER 27, 2023

It’s not that Customer Insights or building a good CX Culture aren’t important , and not that they don’t sometimes require a lot of resources and attention themselves. Sure…these changes couldn’t have been as impactful or as well-identified and directed had they not been based on Customer Insights. Can we work on those ?”

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

Customer Experience 60

Customer Experience eBook Customer Experience Design Employee Experience 60

Daniel Group

OCTOBER 8, 2022

We also know that very satisfied customers are likely to tell others. Did you know that: More than 50% of customers consider feedback from others and past relevant experiences before making purchases? 30-40% of customers make referrals? 90% of referrals come from customers that gave a 9 or 10 on ‘likelihood to recommend.

Feedback 52

Feedback Measurement Sales Groups 52

Confirmit

JULY 26, 2018

Creating a positive and consistent customer experience across multiple channels is one of the biggest challenges facing businesses today, and a solid Voice of the Customer program is core to meeting this challenge. Read this short white paper to understand how the Voice of the Customer can help you to: Retain (and gain) customers.

CEM 70

CEM Return on Investment B2C Financial 70

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Providing CS training opportunities.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture.

Customer Service 123

Customer Service Customer Experience Tips Social Media 123

Clarivate

OCTOBER 7, 2021

Kerri Nelson , Chief Operations Officer, Clarivate talks about how companies can improve their end-to-end customer experience, treating everyone as a customer. Now known as Clarivate Customer Experience Services , the team helps companies improve their customer experience in order to drive deeper customer insights.

Customer Experience 59

Customer Experience Consulting Culture Innovation 59

Confirmit

FEBRUARY 26, 2019

Download this white paper and find out how to better understand the individuals who need to take action and how to motivate them to actually do so. Voice of the Customer White Papers. Together, this toolkit helps create the behavioral changes required for sustainable change.

Engagement 40

Engagement Groups Analytics Technology 40

Beyond Philosophy

SEPTEMBER 7, 2015

Here are just a few powerful ways that any company can use social media to engage with their customers: If customer service is important to you, and it should be, then have someone (or a team) be part of your social service strategy. Read through the alerts for news that your customers may be interested in.

Social Media 60

Social Media Engagement Video Advertising 60

CSM Magazine

SEPTEMBER 8, 2023

By integrating the business into the Sabio Group it expanded our focus and capability in customer relationship management (CRM). The combination makes agent and supervisor jobs more seamless, bringing enterprise contact centre and workforce engagement management (WEM) capabilities from Genesys Cloud CX to Salesforce Service Cloud.

Groups 52

Groups Leadership Multi-Channel CRM 52

Beyond Philosophy

DECEMBER 5, 2017

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth. ira / Wrath.

Customer Service 123

Customer Service Social Media Customer Satisfaction Customers 123