Lightico

DECEMBER 21, 2022

With Lightico’s Digital Completion platform, auto lenders can quickly and seamlessly complete the customer-facing originations process. Lightico’s platform allows lenders to quickly and easily collect signed documents or missing documents straight from the customer’s chosen device, in order to complete the loan package.

Touchpoint 52

Touchpoint Start-ups 52

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint. Both of these presentation details appeal to the Customer’s Subconscious Experience.

Construction 120

Construction Start-ups Customer Experience 120

Beyond Philosophy

JULY 3, 2021

Whatever the reason may be, you have outsourced part of your Customer Experience. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.

Customer Experience 109

Customer Experience Management Consulting Customer Expectations CX 109

Lightico

DECEMBER 21, 2022

Let’s face it: managing customer delinquencies, loan extension requests, and other modifications can be unpleasant and time-consuming. Chasing customers for supporting documents and eSignatures and fielding calls — especially about sensitive financial issues — can burden employees and their managers. Refinancing.

Legal 52

Legal Compliance Technology Technology 52

Beyond Philosophy

MARCH 9, 2018

On our Intuitive Customer podcast , Professor Ryan Hamilton and I have been talking about the ways that customers are irrational in their decision making, often focusing on things that seem irrelevant. Often, subconscious influences play a much bigger role in customer decisions. Why Customers Make Strange Decisions.

Transportation 178

Transportation Customer Experience 178

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). The reason?

CX 52

CX Net Promoter Score Touchpoint Innovation 52

Steven Van Belleghem

FEBRUARY 10, 2020

Quantum computing is, in other words, perfect for streamlining processes and helping to make the customer experience flawless. No surprise that at CES 2020, Delta Air Lines announced it would be collaborating with IBM to explore how quantum computing could transform experiences for customers and employees. Are we there yet?

Customer Experience 52

Customer Experience Machine Learning Pharmaceutical Artificial Intelligence 52

Aquire

MAY 21, 2021

These days, customers enter dealerships armed to the teeth with information. With more and more options for customers appearing throughout their journey, the auto industry faces a challenge: modernizing the customer experience for today’s digitally savvy buyers. Omnichannel customer experience in automotive.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98

Beyond Philosophy

OCTOBER 24, 2016

Tesla Breaks Top 20 for Customer Experience. Tesla was the only carmaker that made the top 20 for Best Customer Experience. For Customer Experience ranking, the research team used four criteria, which included: Impression: Do they have a unique reputation? It’s safe to say at this point that Tesla has a loyal following.

Customer Loyalty 167

Customer Loyalty Customer Experience Innovation Customer Satisfaction 167

Beyond Philosophy

JANUARY 14, 2016

Isn’t it a company’s first priority not to harm their Customers? I maybe old fashioned but surely ensuring your Customers’ safety is your BIGGEST responsibility as a brand. They are still making headlines with their egregious breach of ethics and Customer trust. Target and Snapchat: The Power of Customer .

Transportation 101

Transportation Sports Engineering Sales 101

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? Accordingly, customer-centricity DNA means your business is customer-centered in all that it does. Your business can develop customer-centricity DNA. Weave customer-centered thinking and doing in everything everyone does. Lynn Hunsaker.

Non-Profits 91

Non-Profits Voice of the Customer Start-ups Innovation 91

Steven Van Belleghem

MARCH 18, 2019

Brands with a direct customer relationship: function + love. Though I believe that direct contact with customers will become extremely challenging and therefore extremely valuable in the Age of Gatekeepers , some brands with a particularly strong identity will be able to stay in control of the lines of communication.

Social Media 52

Social Media Customer Relationship 52

Steven Van Belleghem

MAY 24, 2021

Take the case of a really difficult customer who probably made a mistake in the online order procedure and then tries to pass off that mistake to a faulty website. And if the mistake is indeed yours, the customer won’t be happy either, because they will have had to wait a longer time before their problem was fixed.

CX 98

CX Start-ups AI Customer Expectations 98

Beyond Philosophy

APRIL 30, 2015

These companies all struggle with the same question as a result of their business model: who is the Customer, the dealer or the end user? The challenge is how does the supplier ‘control’ the experience the distributor gives to their Customer? For example, BMW dictates to their dealers the color of the carpet and many other details.

Mystery Shopper 94

Mystery Shopper Manufacturing CX Customer Experience 94

Uniphore

JANUARY 19, 2022

Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Your day will start off with a tour of the Redback Racing team’s purpose-built BMW M3. Assist Agent co-pilot with real-time call transcription and AI guidance that automates after call work. Learn More. You're Invited! Join us at the Twilight Rally Series.

AI 26

AI Omnichannel CX Customer Experience 26

Steven Van Belleghem

JUNE 4, 2019

As you know, I’m often talking about how companies need to automate the day to day life of their customers in my presentations. They will become this extra support system layer in the lives of customers, and such a personalized omnipresent added value can only result in strong emotional bonds.

AI 52

AI Start-ups Technology Technology 52

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? Accordingly, customer-centricity DNA means your business is customer-centered in all that it does. Your business can develop customer-centricity DNA. Weave customer-centered thinking and doing in everything everyone does. Lynn Hunsaker.

Non-Profits 71

Non-Profits Start-ups Voice of the Customer Customer Experience 71

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Touchpoint 144

Touchpoint Sports Net Promoter Score Customer Relationship 144

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. Some have barely started or are still in the early stages of development.

Customer Experience 52

Customer Experience CX B2B B2C 52

Steven Van Belleghem

OCTOBER 7, 2019

It’s about answering questions like “Are my customers engaged with my service?”. So it’s fascinating to see more and more competitors like BMW and Daimler join forces to enter the ride sharing service business. Incumbents stealing customers from start-ups. But it’s also a great way to gain new customers.

Transportation 52

Transportation Start-ups Manufacturing Government 52

Customer Service Life

JUNE 5, 2017

The call queue in your contact center goes from zero to sixty in a matter of seconds — great for a BMW but not for a call queue. You’re seeking their approval for an increase in budget to add additional members to the customer service team with the belief that improved service levels will increase customer satisfaction.

Contact Center 68

Contact Center Customer Satisfaction Customer Service 68

Qualtrics

DECEMBER 2, 2021

The results of Gartner’s 2021 search for the best Voice of the Customer (VoC) platforms is in — and for the second consecutive year CustomerXM has been named a ‘leader’ in this year’s report. What makes Qualtrics a Leader in Voice of the Customer? Platform innovation. There’s more to come too. Partner ecosystem.

Voice of the Customer 26

Voice of the Customer VOC Innovation CX 26

C3Centricity

NOVEMBER 4, 2020

This is why UX design is vital to satisfying our customers’ demands and needs. Here are some thoughts about what is important to know when trying to meet our stay-at-home customers’ changing desires: FROM TEXT TO VOICE. It is simply a series of technologies addressing various current and future customer needs.

ML 71

ML AI Artificial Intelligence Customer Satisfaction 71

Steven Van Belleghem

SEPTEMBER 6, 2020

To successfully implement a ‘partner in life’ strategy, you need to generate a continuous process of movement, consisting of three steps: Developing an excellent understanding of the needs and frustrations in the life of your customer. Use this understanding to describe in detail the customer’s life journey.

Manufacturing 98

Manufacturing E-commerce Retail Technology 98

C3Centricity

JANUARY 18, 2020

What I found of particular interest, being the customer champion that I am, is that they conclude by saying that it all depends on understanding your customer – doesn’t everything?! Especially in eCommerce, it is possible to reap the benefits of a large product assortment, while helping customers make choices?”. Simple really!

Retail 87

Retail Innovation Start-ups 87

Qualtrics

OCTOBER 3, 2019

They are empowered to grow their brands by delivering experiences that resonate with both customers and employees. Which brands come to mind when you think “world-class”? The New York Yankees? There’s no reason why your brand can’t be next up on that list. Marquee brands are built, not born. Characteristics of Successful Brands.

Social Media 24

Social Media Touchpoint Technology Technology 24

Qualtrics

NOVEMBER 8, 2019

We’re seeing firsthand just how powerful it is, as breakthrough brands like American Express, BMW, and JetBlue are integrating experience data into their existing systems and processes and bringing customer data together in one place. Understand the primary drivers of customer relationship strength.

Engineering 20

Engineering Actionable Insights Sales Customer Relationship 20

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. “A Business Sense.

Non-Profits 69

Non-Profits Customer Experience Management Start-ups Gaming 69

Qualtrics

JUNE 27, 2019

Organizations are judged by the experiences they deliver across the 4 core pillars of business – customer, product, employee, and brand. And while 80% of CEOs believe their business delivers a superior experience, only 8% of their customers agree. The Experience Economy is changing the way businesses operate across the globe.

AI 46

AI Net Promoter Score Artificial Intelligence Retail 46

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Innovation 75

Innovation Social Media Start-ups Technology 75

Steven Van Belleghem

NOVEMBER 25, 2019

We’ve also seen several car companies teaming up to offer mobility services on top of their car ‘hardware’: like BMW and Daimler collaborating in that area and Tesla announcing an Uberlike service for autonomous cars. We’ve seen time and time again in 2019 how companies dabbled in AR to augment the convenience of their customers.

Gaming 52

Gaming Artificial Intelligence Entertainment Sports 52

C3Centricity

JULY 26, 2018

BMW 320i YES, YOU, CAN. In just ten simple steps you can turn your trend following into a powerful competitive advantage that will surprise competition and delight your customers. As an example, think about how many companies have used the idea of “YES” and “NO” in their advertising in the past couple of years.

Government 48

Government Technology Technology 48

1 to 1

JUNE 10, 2022

This article first appeared in the Customer Strategist. Areas that they can control are the customer experience and their brand reputation. Customer Strategist: What is Hendrick’s approach to the brand experience and customer experience and how do you differentiate yourself from your competitors?

Manufacturing 26

Manufacturing Sentiment Analysis Touchpoint Start-ups 26

eglobalis

OCTOBER 3, 2023

How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.

Customer Experience 119

Customer Experience Artificial Intelligence CXM Contact Center 119

Qualtrics

SEPTEMBER 24, 2019

If I were to ask you, “ are you able to confidently view the customer experience (CX) you deliver from the eyes of your customer ”, what would you say? Advances in technology and the significant volume of customer touchpoints that exist in today’s digital world mean CX has become even more complex than it was previously.

Close the Loop 20

Close the Loop CX Social Media E-commerce 20

Qualtrics

JANUARY 16, 2019

The experience can be invaluable to your organization as you understand what drives your customers. Leading brands will share the experience management programs they’ve built to delight customers and employees. Rachel Richter- VP, Customer Insights, Dun & Bradstreet. Eric Soelberg- VP, Customer Insights, LL Bean.

Gambling 28

Gambling Non-Profits Government Innovation 28

Qualtrics

APRIL 14, 2021

Business, sales and marketing leaders are embracing B2B CX programs to optimize customer experience, but it’s not easy. A quick search for successful CX examples will no doubt throw up case study after case study from iconic B2C companies like American Express , Under Armour , and BMW. But what about business to business?

B2B 26

B2B Close the Loop CX B2C 26