Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? Five Rules of Customer Observation for Greater Success.

Hospitality 71

Hospitality Hospitality Actionable Insights Artificial Intelligence 71

Beyond Philosophy

SEPTEMBER 4, 2015

Customer Experience (CX) is a journey, not a destination. Depending where you are on your CX journey, you might be left behind if you aren’t constantly examining your results and don’t keep pushing for the next level. How do you take your Customer Experience to the next level? Reinforcement and Habit.

Customer Loyalty 134

Customer Loyalty CX Customer Experience 134

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? Five Rules of Customer Observation for Greater Success.

Hospitality 62

Hospitality Hospitality Actionable Insights Artificial Intelligence 62

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. Customer Satisfaction score to denote the health of the economy.

Net Promoter Score 113

Net Promoter Score CX CEM Customer Satisfaction 113

C3Centricity

MAY 25, 2020

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . If you're drowning in data, perhaps you have still not adapted to today's data-rich world.

Technology 77

Technology Technology Agriculture Retail 77

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM Customer Retention 120

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! In fact it seems to drown out their reasoning of what to do and they remain frozen in indecision. So what should you do, whether you are in manufacturing or retail?

Manufacturing 82

Manufacturing Agriculture Retail Entertainment 82

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. Customer Satisfaction score to denote the health of the economy.

Net Promoter Score 60

Net Promoter Score CX CEM Customer Satisfaction 60

SugarCRM

JANUARY 13, 2022

The value of a customer is an age-old debate among company executives and changemakers, and often it narrows down to how much revenue a customer gives to the business. Even if it seems like a reasonable metric on the surface, it’s a pretty cut-and-dried way of looking at it. Think about yourself as a customer.

Social Media 26

Social Media CX Customer Loyalty Engineering 26

Comm100

NOVEMBER 27, 2017

But why is that? As psychologist and author of Why Won’t You Apologize Dr. Harriet Lerner says: “Humans are hard-wired for defensiveness. This is why some brands opt for the seemingly safer “ non-apology ” – a statement that has the form of an apology, but that doesn’t acknowledge responsibility or express true remorse.

Social Media 116

Social Media Non-Profits Legal Manufacturing 116

Beyond Philosophy

SEPTEMBER 15, 2022

Some of you binge-watched all of Netflix. Some of you read books. One of the things we did on the Beyond Philosophy team was look at data. So I thought I would share what he said here with you. You can follow Zhecho on Twitter here. Some started knitting or scrapbooking. However, Dobrev did.

Gaming 15

Gaming Customer Journey Map Finance Healthcare 15

SugarCRM

SEPTEMBER 6, 2019

If you want to go big, it’s time to think small. . After all, Stratten explained, very few customer relationships are built on grand gestures. It’s almost always the small, day-to-day interactions that cultivate customers for life. And if the advice is coming from Stratten, you know it’s worth following.

Customer Experience 28

Customer Experience Start-ups Social Media Sales 28

SugarCRM

SEPTEMBER 6, 2019

If you want to go big, it’s time to think small. . After all, Stratten explained, very few customer relationships are built on grand gestures. It’s almost always the small, day-to-day interactions that cultivate customers for life. And if the advice is coming from Stratten, you know it’s worth following.

Customer Experience 28

Customer Experience Start-ups Social Media Sales 28

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. High scores delighted them, so in the excitement they missed the silent grumbles of unhappy customers. Amidst the rush for scores, they started losing the customers, without any clue!

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

VOC 94

VOC Social Media Close the Loop Customer Feedback 94

SurveySensum

NOVEMBER 6, 2023

Bakery A and Bakery B competed to improve customer satisfaction. They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. But Why is NPS Important?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). Why did you give that score? blog linkedin twitter Why? "I

NPS 135

NPS CX Net Promoter Score Close the Loop 135

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This is the list of the best 15 books I read during the last 15 months, and we hope you will enjoy them too. The books are not in order of preference; all are very good. Here is the link.

CX 52

CX Social Media Sports Customer Service 52

Fonolo

MAY 3, 2023

It’s also what Fonolo Call-Backs do best. This guide will walk you through everything you need to know in order to understand, measure, and reduce call abandonment in your contact center. The definition of an abandoned call in a call center is a call where the caller hangs up before they speak to a customer support agent.

Contact Center 75

Contact Center Net Promoter Score Customer Satisfaction Start-ups 75

Zendesk

MARCH 19, 2021

In our Customer Experience Trends Report 2020 , we uncovered a startling statistic: about 50 percent of respondents said they’d switch to a competing brand after just one bad customer experience. Fifty-percent customer churn is a death sentence for almost any business—which means it’s time to prioritize customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score Scorecard Social Media 98

Help Scout

AUGUST 11, 2021

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Motivational quotes on customer service.

Customer Service 82

Customer Service Artificial Intelligence Start-ups Education 82

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Beyond Philosophy

APRIL 20, 2016

Some businesses look at the bottom line with customers. The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers. The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. Why is the NEV Relevant Today?

NPS 113

NPS Net Promoter Score Government Customer Experience 113

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Here’s why: CXM Status Quo.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 59

Social Media Customer Service Start-ups Legal 59

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Beyond Philosophy

APRIL 20, 2016

Some businesses look at the bottom line with customers. The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers. The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. Why is the NEV Relevant Today?

NPS 60

NPS Net Promoter Score Government Customer Experience 60

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. That’s when the real nightmare started. Connect with the People You Serve.

Social Media 49

Social Media Customer Service Start-ups Customer Survey 49

Comm100

MAY 1, 2018

In the news and on social media, it seems like there’s a war raging between the generations. Proactively navigating generational differences in the workplace will help you better understand, communicate with, and lead a multigenerational workforce. Generations: Why Do They Matter? Introduction.

Start-ups 41

Start-ups Social Media Education Technology 41

Comm100

FEBRUARY 7, 2018

Imagine you’ve purchased what seems like the perfect customer engagement software for your company — the one that will take your customer relationships and revenue to the next level. At first you feel satisfied, confident in your investment. Maybe it’s missing some key features or isn’t as user-friendly as you had hoped.

CRM 41

CRM Social Media Start-ups Touchpoint 41