CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

1 to 1

JANUARY 9, 2015

We have entered the age of the customer--when companies only win by being customer-obsessed and delivering exceptional experiences. This is great news for customer experience professionals. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Experience 50

Customer Experience Age of the Customer Customer Loyalty Customer Service 50

Chip Bell

JULY 16, 2019

Years ago, University of Texas professor Robert Peterson’s research indicated that when customers use the “L” word (or other emotion-laden terms of endearment) to describe you, their buying habits are dramatically different that those who simply like you. It means making them feel they are #1 and the centerpiece of your business.

Education 55

Education Age of the Customer Customer Experience Innovation 55

1 to 1

JUNE 26, 2014

Companies want customer-obsessed cultures that will help them differentiate in the age of the customer. Customer Engagement Customer Experience Customer Loyalty Customer Service customerexperiencetraining customerlearningmaps cx forrester' 1to1Media.com/weblog.

Innovation 49

Innovation Customer Experience Age of the Customer Customer Loyalty 49

1 to 1

JUNE 13, 2014

In the age of the customer, companies must transform their cultures from product-centric to customer-centric. Customer centricity requires all employees to understand who their customers are, how customers perceive their interactions with the company, and the roles employees play in delivering the overall experience.

Customer Experience 40

Customer Experience Age of the Customer Customer Loyalty CX 40

Fonolo

MAY 17, 2017

As we move into the new age of the Customer Experience Hub , most leading brands have established that great customer service can add significant value to a business. And it’s been well proven that if they have a choice, most customers will leave a brand after a poor customer experience. Gamification.

Contact Center 70

Contact Center Technology Technology CRM 70

CX Journey

FEBRUARY 23, 2016

Start from the back… to get to the front Leaders don’t view service as a separate and final phase of the customer lifecycle. They combine product and service to drive outcome-based growth. For B2B customer experience leaders, the customer service touchpoint is the most important point in the customer experience lifecycle.

B2B 56

B2B Customer Experience Contact Center B2C 56

C3Centricity

MARCH 10, 2016

Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“ So this week I wanted to write a shorter thought piece on a topic getting a lot of airtime these days; that of smart things, the IoT or the Internet of Things.

Age of the Customer 48

Age of the Customer Customer Service Artificial Intelligence Customer Satisfaction 48

Provide Support

APRIL 13, 2016

Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”.

Customer Relationship 43

Customer Relationship Social Media Age of the Customer Customer Expectations 43

Provide Support

DECEMBER 1, 2016

Why to Apply Servant Leadership in Customer Service. The business age we live and work in today is often called the Age of the Customer which means that shifting the focus on the customer now matters more than any other single factor like product innovation and technology racing. Read more.

Customer Service 79

Customer Service Age of the Customer Innovation Technology 79

Callminer

FEBRUARY 27, 2019

We gathered best practices from 25 industry experts on voice of the customer programs and here is their advice: 1. Implement the technology possible to listen to your customers in real-time. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

Win the Customer

JANUARY 27, 2015

To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. A Forrester report concluded that just 31% of all organizations really look closely at the quality of the customer service interactions taking place in their call center each day.

Customer Service 138

Customer Service Age of the Customer Customer Expectations 138

Comm100

MAY 16, 2021

And in ‘the age of the customer’, they also have more power than ever to get their voices heard. To manage this, businesses must do all they can to perfect the customer experience. Customer experience has emerged as the difference between a sale and a lost customer. Competition is tough and loyalty is precarious.

Social Media 66

Social Media Omnichannel Age of the Customer Start-ups 66