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

CX Journey

FEBRUARY 23, 2016

Rather than waiting to be disrupted, they use customer experience to produce disruption and growth. In the age of the customer, executives don’t decide how customer-centric their companies are — customers do. Definitely an interesting report. Kate Leggett.

B2B 56

B2B Customer Experience Contact Center B2C 56

CX Journey

SEPTEMBER 24, 2015

Third, a good test of an “insight” is whether acting on it is powerful enough to change your customers’ behaviour (not just data to target those you believe will act as they have in the past).

Non-Profits 71

Non-Profits Predictive Analytics Age of the Customer Sales 71

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

Intercom, Inc.

MARCH 22, 2022

Which makes customer experience (CX) the most important differentiator and success factor your business has. Today, 80% of organizations are expecting to compete mainly based on CX. Because it’s the key driver of net revenue retention and the number one driver of enterprise value.

Omnichannel 129

Omnichannel Touchpoint Sales Engineering 129

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. Customers want and expect immediate attention.

Social Media 69

Social Media Omnichannel Age of the Customer Start-ups 69

Callminer

FEBRUARY 27, 2019

.” — Neil Davey, The Nine Steps to Designing a Voice of the Customer Programme , MyCustomer; Twitter: @MyCustomer. . . Realize the type of response that your customer craves. It is undoubtedly true that customers are better informed. Don’t forget to assign program ownership.

Voice of the Customer 174

Voice of the Customer VOC Mystery Shopping Social Media 174

PeopleMetrics

OCTOBER 25, 2017

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. The ROI customer experience.

CEM 122

CEM Customer Experience VOC Scorecard 122