Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. At InMoment, we are dedicated to delivering tangible business value and bolstering your bottom line through a comprehensive integrated CX approach.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

InMoment XI

SEPTEMBER 6, 2022

The same is true when you’re trying to understand market research ; having an accurate assessment of your audience and their buying patterns will make all the difference when it comes to customer satisfaction and business sales. The best way to get accurate data, though, is to gather it yourself whenever possible.

Groups 493

Groups Survey Analysis Data 493

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start?

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In addition, we asked the authors to share a quote and explain what made them write the book and why you should read it.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives?

Customer Experience 94

Customer Experience Customer Centricity Culture Leadership 94

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome. Step One: Understand.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

C3Centricity

DECEMBER 20, 2021

Technology is often seen by marketing as a disruptor of business as usual, but it isn’t. So what is disrupting business as usual? It’s the customer, especially in industries that are not customer-centric. That’s why I wanted to share it with you. ” That’s music to my ears!

Technology 218

Technology Strategy Customer Centricity Hotels 218

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? The CEO needs to ask the awkward questions to ensure everyone is embracing a customer-first strategy.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee. What’s next?

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Experience Investigators by 360Connext

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

CSM Magazine

MAY 2, 2024

Attracting customers through different strategies is a constant battle for many businesses, and online gaming is no exception. Since this industry is booming right now, many platforms are offering flashy graphics, hot promotions, and new games to attract customers. Exceptional customer service is what makes the difference.

Customer Service 52

Customer Service Strategy Self Service Knowledge Base 52

ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. They are your true north.” It is about shifting the mindset.”

Employee Experience 88

Employee Experience Net Promoter Score NPS Retail 88

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 107

Sales Loyalty Communication Contact Center 107

BirdEye

APRIL 11, 2023

A business strategy template is a must-have tool for establishing business objectives and actions needed to reach your goals. It also brings alignment and cohesiveness to all your business activities. In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business.

Examples 98

Examples Strategy Analysis ROI 98

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 83

Customer Experience Net Promoter Score Customer Satisfaction Innovation 83

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 100

Customer Success Tips Self Service Customer Journeys 100

Optimove

MARCH 18, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: March marks Problem Gambling Awareness Month in the US. It aims to raise public awareness about problem gambling and advocate for prevention, treatment, and recovery services. Tech can contribute to mitigating problem gambling.

eBook 52

eBook Loyalty Tips Measurement 52

SurveySparrow

MAY 9, 2024

User feedback is all about what your customers think about you. But it can also make or break your business! User Feedback is the information you gather from your customers about you. It includes opinions, thoughts, suggestions, and any reviews they have about your product, service, or brand. Now it is time for the why!

Feedback 52

Feedback How To Social Media Effort Score 52

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Chief Customer Officer 124

Chief Customer Officer Customer Centricity Loyalty Programs Customer Success 124

ClearAction

DECEMBER 5, 2023

Likewise, for financial growth from customer experience (CX), it’s best to focus on these 4 CX metrics: CX-inspired growth CX-inspired performance CX-inspired strategies CX-inspired efficiencies These 4 metrics synchronize your value proposition and what customers get. This basic rule is true for every human relationship.

Metrics 62

Metrics Effort Score ROI Policies 62

CX University

SEPTEMBER 11, 2018

Can you think of a business that wants untalented workers? And yet, how many businesses have figured out how to reward ambitious tendencies with real opportunity and career growth? Ask employees why they join and why they stay.” -Fred Steckler, Chief Administrative Officer, USPTO. The difference is staggering.

Management 209

Management Employee Engagement Government Engagement 209

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. A debt collection agency is a business that specializes in recovering unpaid debts on behalf of creditors. The debt collection industry is undergoing a major shift.

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

NobelBiz

OCTOBER 31, 2023

Business is more than just transactions. At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. Timing is not just a skill; it’s the heartbeat of outstanding customer support.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

Feedbackly

OCTOBER 30, 2023

While nailing customer experience is a challenging task like getting hold of the golden snitch, having a program in place will ensure you have a clearly thought-out strategy to achieve it. So, what does a CX program entail, and why is it crucial for brands at present? Let’s get into it! What is a CX Program?

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? Step 1: Implement Employee Engagement Software .

Employee Experience 126

Employee Experience Customer Service Customer Experience Employee Engagement 126

Support EXP

FEBRUARY 8, 2024

To avoid making decisions based on an incomplete understanding of your customers, make the ever-changing Voice of Your Customer the core of your intel-gathering plan. Specifically, they are bracing themselves against the headwinds threatening the growth of both their customer base and their bottom line.

Data 52

Data Trends Competitive Advantage Financial 52

West Monroe

MAY 16, 2022

That’s what executives proved in West Monroe’s latest quarterly executive poll. That’s partly why 75% of C-suite executives told us they were bullish on the economy in Q4 2021. That’s partly why 75% of C-suite executives told us they were bullish on the economy in Q4 2021.

Report 98

Report Banking Competitive Advantage Culture 98

Kustomer

APRIL 25, 2022

The modern customer is one that is informed. More so than ever before, consumers are invested in making conscious purchase decisions, thoroughly researching the product, and receiving above and beyond customer service. Customer service generally refers to the direct interaction between the customer and the company.

Strategy 98

Strategy Company e-support How To 98