Experience Investigators

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Doordash made news announcing their WeDash program, where everyone (CEO included!)

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Beyond Philosophy

JANUARY 13, 2022

Financial Perspective: does the customer cost more to serve than they bring in in revenue? In almost any industry, there are customers where you are losing money by letting them buy from you, either in terms of product returns or customer acquisition costs relative to revenue earned.

Customer Relationship 78

Customer Relationship Contact Center Start-ups Sales 78

Zendesk

APRIL 1, 2022

CS Ops conducts monthly audits of customer relationship management (CRM) and contact center as a service (CCaaS) software to determine whether they’re still serving the needs of success and support teams. Consider measuring customer satisfaction. Software evaluation. Addressing employment gaps.

Customer Service 97

Customer Service CRM Customer Retention Customer Acquisition 97

Callminer

NOVEMBER 25, 2019

This type of call center generates revenue by playing offense for an organization and reaching out directly to leads. The following metrics matter most for outbound call centers: First Call Close. This metric deals with success rates in customer acquisition over the course of a single call, before follow-ups are made.

Sales 182

Sales Contact Center Customer Service Start-ups 182

Ameyo Callversations

SEPTEMBER 8, 2021

Understanding the differences between inbound and outbound call centers will help you determine the best option for your business. We have some facts to help understand why and how call centers play an essential role in customer engagement. At present, Call centers are the core part of customer service for organizations.

Social Media 93

Social Media Contact Center Sales Entertainment 93

Taylor Reach Group

MARCH 10, 2020

You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in this area. Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand.

Customer Experience 123

Customer Experience Customer Journey Map Customer Retention NPS 123

ClearAction

AUGUST 22, 2020

Think outside the box: use customer inputs already on-hand, such as contact center voice-to-text, executives’ and employees’ informal conversations with customers, impressions captured from your customer-facing teams, etc. Customer Experience Management on a Shoestring. Internal Branding.

Customer Experience 77

Customer Experience Non-Profits Gambling Innovation 77

Zendesk

AUGUST 11, 2021

The phone limits agents to helping only one customer at a time, within confined contact center hours. This makes it hard to scale existing resources, increases cost per contact, and slows down first resolution time. Beyond customer support, customer experience data can benefit other teams across the organization.

E-commerce 64

E-commerce Customer Service Social Media AI 64

1 to 1

AUGUST 31, 2020

Prediction: Looking ahead, relevance will be defined less by the products and prices themselves and more by a “what have you done for me lately” mindset where brands must demonstrate how their values are aligned with their customers’ values. Contact center associates will play a more active role in driving customer loyalty.

Customer Loyalty 26

Customer Loyalty Net Promoter Score Contact Center Retail 26

Zendesk

APRIL 5, 2022

Here at Zendesk, we determine LTV by first calculating the average total revenue (ATR) generated over a customer’s lifetime. Then, we subtract the amount of money spent to gain a new customer—or the customer acquisition cost (CAC)—from the ATR. Company X’s average customer lifespan is 10 years, and the CAC is $25,000.

Customer Retention 98

Customer Retention Net Promoter Score NPS Retail 98

Intercom, Inc.

MARCH 29, 2022

It’s increasingly becoming the backbone of all customer communications throughout the customer journey; across sales, marketing, and support. We’ve been able to use Intercom to address the customer base, the questions we’re getting from them, at scale. Faster customer answers, higher customer satisfaction.

Start-ups 118

Start-ups Innovation Sales NPS 118