SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom.

CX 98

CX E-commerce Customer Acquisition Customer Retention 98

ECXO

DECEMBER 26, 2023

This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Also, I was happy to see a lot of new authors coming out of Europe, talking about CX, EX, and Design with very interesting perspectives.

CX 52

CX Social Media Sports Customer Service 52

Zendesk

JANUARY 12, 2021

Whether you’re running a small business or a global corporation, providing good customer service can mean the difference between success and failure. And customer expectations are only continuing to rise. The best of those customer service tips stem not from guesswork but from carefully-crafted studies that define good support.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

Zendesk

OCTOBER 11, 2021

To maintain their competitive advantage, CX leaders have been using customer service quality assurance reviews to uncover product, process, and market insights. But for most brands, these reviews are limited to their own customer service interactions, so we took things one step further. Well, not quite.

Scorecard 98

Scorecard Net Promoter Score CX NPS 98

Zendesk

APRIL 29, 2021

Customers need to feel they can depend on your app (and in a broader sense, your entire team) to provide a good experience, keep their money secure, and help them achieve their desired results. This is where customer service, and online customer experiences more generally, play an important role. Good customer service.

Customer Service 59

Customer Service Social Media Finance Customer Feedback 59

Aquire

JULY 20, 2021

But if you’re running a business, it’s also a good time to determine what customer service goals your team should focus on in the next 12 months. Improve your customer service. Good customer service boosts retention, reduces customer acquisition costs, and provides a powerful ally to your marketing strategy. .

Customer Service 98

Customer Service Social Media Omnichannel Net Promoter Score 98

Shep Hyken

OCTOBER 24, 2022

Each week, I read many customer service and customer experience articles from various resources. My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. Let’s look at the top five online customer experience courses and certifications. Then read this article.

Customer Service 47

Customer Service Retail B2C Manufacturing 47

Zendesk

SEPTEMBER 3, 2021

Customer service jobs can be tough during normal times, but the pandemic has made things even harder. Customer engagement has reached record highs all while service representatives have been adjusting to longer hours, new technologies, and remote work. What is National Customer Service Week?

Customer Service 52

Customer Service Customer Acquisition Start-ups Customer Satisfaction 52

Zendesk

OCTOBER 25, 2022

And as the market becomes more competitive, it may be tempting for some fintechs to reduce customer service as a cost savings measure. Clearly, good CX matters. Refining your CX. Zip is a popular BNPL (Buy Now Pay Later) app that allows customers to split payments into four installments over six weeks.

CX 52

CX Start-ups Education Finance 52

Fonolo

FEBRUARY 5, 2020

Customer service isn’t just a buzzword. When done right, it works to attract, retain, and convert more customers. 90% of Americans view customer service as a signal to determine if they should do business with a company. Tip #1: Customer service is all about the experience. Call Backs or Virtual Hold.

Customer Service 99

Customer Service B2C B2B Touchpoint 99

ClearAction

APRIL 13, 2023

Selling to the right type of customers makes everything better. Check-in with your Chief Operating Officer and VP-Customer Service: What are their biggest costs caused by customers? What types of customers are causing those costs? You need to “own” this customer segment. Is your ICP truly ideal?

Customer Acquisition 62

Customer Acquisition Customer Retention CX Customer Loyalty 62

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). I highly recommend reading the entirety of the CX Trends Report. So, what is going on here?

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

SugarCRM

FEBRUARY 24, 2022

The line of who owns customer experience will be expanded in 2022 to involve C-level executives, operations, marketing, customer service, and technology teams. Investments in CRM accelerate digital transformation, enhance efforts to achieve HD-CX, and help organizations stay competitive.

CX 49

CX CRM Customer Acquisition Technology 49

Zendesk

AUGUST 11, 2021

Service organizations that use technology to revamp CX can reduce cost to serve by 20% to 40%. Enterprise companies saw customer requests over WhatsApp grow by 284 percent in 2020. Enterprise companies saw customer requests over WhatsApp alone grow by 284 percent in 2020. Scale smarter with self-service and AI.

E-commerce 64

E-commerce Customer Service Social Media AI 64

Zendesk

FEBRUARY 29, 2024

Revenue churn rate is a metric that helps businesses identify the monthly revenue they lose with every lost customer. In this guide, we cover the basics of revenue churn, how you can calculate and reduce it, and how being attentive to your customer experience (CX) can make a significant impact.

Customer Retention 52

Customer Retention Customer Acquisition Artificial Intelligence CX 52

ClearAction

NOVEMBER 11, 2022

On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

VOZIQ

AUGUST 13, 2023

Gresham’s innovative strategies will guide you in creating personalized experiences that resonate with your customers’ deepest desires, fostering unbreakable bonds of loyalty. This book delves into the importance of customer satisfaction and loyalty in building a successful business.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Lightico

MARCH 18, 2022

When you think of the traditional view of customer service, it seems counterintuitive that creating ways for customers to have less interaction with their insurance agent would improve the customer experience (CX). But in today’s digital environment, customers want control.

Customer Experience 59

Customer Experience Customer Acquisition Social Media Artificial Intelligence 59

CSAT.AI

JANUARY 4, 2023

You survived the holidays and you’ve got new customers! In our November blog on customer segmentation , we talked about the value in grouping your customers by separate criteria to streamline customer service and to identify who your real customers are. Customer Acquisition Cost (CAC).

Net Promoter Score 78

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 78

Experience Investigators

FEBRUARY 1, 2022

Without buy-in , CX leaders are less likely have collaboration with other departments in the organization, which was confirmed in GetFeedback’s State of CX Report for 2022. It’s easy to slip into a misguided understanding of what customer experience really is. Customer experience is happening whether you invest in it or not.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Execs In The Know

MARCH 13, 2023

During Customer Response Summit (CRS) Austin, Julie Weingardt, Chief Operations Officer at Turo, was one of our keynote speakers. Weingardt is responsible for marketplace support, all customer service support, the trust and safety division, the verification of guests and hosts, and touts herself as a customer obsession officer.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

SugarCRM

JUNE 16, 2021

So, how do you keep customers happy? What matters more—customer experience or customer service? Both customer service and customer experience matter when providing excellent interactions with your customers. Why is Customer Experience Important?

Customer Service 26

Customer Service Customer Experience Predictive Analytics Customer Acquisition 26

VOZIQ

JULY 9, 2021

We are delighted to present it to customer-obsessed leaders like yourself in the form of a handy article for ease of reading. How to Leverage CX Automation for Customer Retention. Why Proactive Customer Retention Is Not Optional. Are Your Customer Acquisition Tactics Annoying Your Existing Customers?

Customer Retention 64

Customer Retention Customer Acquisition AI CX 64

Intercom

FEBRUARY 3, 2022

He’s also (and perhaps a bit more relevant to our podcast) a marketing and CX expert, author, and keynote speaker with almost three decades of experience. Jay: Well, it seems to me that customer service starts when the customer experience fails to satisfy. It’s easier to test new customer acquisition strategies.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Beyond Philosophy

OCTOBER 8, 2020

The VP of customer service was late and came into the workshop after about an hour looking fraught. He said one of the marketing teams had decided to reduce their costs by bundling a mailer that was going out to all their customers, which numbered around 500,000. Second, there is a lost opportunity cost.

Customer Acquisition 173

Customer Acquisition Start-ups Customer Satisfaction Customer Service 173

Lightico

FEBRUARY 2, 2022

When you think of the traditional view of customer service, it seems counterintuitive that creating ways for customers to have less interaction with their insurance agent would improve the customer experience (CX). But in today’s digital environment, customers want control.

Customer Experience 40

Customer Experience Customer Acquisition Social Media CX 40

Lightico

FEBRUARY 2, 2022

When you think of the traditional view of customer service, it seems counterintuitive that creating ways for customers to have less interaction with their insurance agent would improve the customer experience (CX). But in today’s digital environment, customers want control.

Customer Experience 40

Customer Experience Customer Acquisition Social Media CX 40

Zendesk

OCTOBER 13, 2022

That kind of customer experience is well within reach—and well worth the investment, according to fresh data from the 2022 Zendesk CX Accelerator report. The CX Accelerator report showcases insights from nearly 5,000 customer service professionals all over the world. Scale CX for volume and growth.

Retail 52

Retail Customer Retention CX Gaming 52

VOZIQ

JULY 9, 2021

We are delighted to present it to customer-obsessed leaders like yourself in the form of a handy article for ease of reading. How to Leverage CX Automation for Customer Retention. Why Proactive Customer Retention Is Not Optional. Are Your Customer Acquisition Tactics Annoying Your Existing Customers?

Customer Retention 52

Customer Retention Customer Acquisition AI CX 52

VOZIQ

JULY 9, 2021

We are delighted to present it to customer-obsessed leaders like yourself in the form of a handy article for ease of reading. How to Leverage CX Automation for Customer Retention. Why Proactive Customer Retention Is Not Optional. Are Your Customer Acquisition Tactics Annoying Your Existing Customers?

Customer Retention 52

Customer Retention Customer Acquisition AI CX 52

SurveySensum

NOVEMBER 23, 2023

The resulting digital customer experience is faster, more personalized, customizable, and inherently more appealing to end-users. For many B2B and e-commerce businesses, digital CX is the norm, with offline interactions being either very rare or completely nonexistent. Why Is Digitization Important?

Customer Experience 52

Customer Experience E-commerce CX AI 52

Zendesk

NOVEMBER 28, 2023

Nowadays, every business needs to provide an outstanding customer experience (CX) , but the level and expertise of support varies by industry. Competitive advantage: According to our CX Trends Report, more than half of customers have made a purchase solely based on the customer service they expect to receive.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

Zendesk

NOVEMBER 1, 2021

Customer success (CS) teams focus on understanding customers’ goals and helping clients achieve their desired outcomes with a purchased product or service. Meanwhile, customer experience (CX) teams work hard to provide great experiences at every single touchpoint, from discovery to purchase and beyond.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

CSAT.AI

SEPTEMBER 29, 2022

It does, however, have to do with your customer’s pain points and whether or not your product is alleviating them (or adding to them). In our previous blog, “Customer Success Managers and Customer Service: Differences and Integration,” we talked about how customer success involves developing relationships with customers.

Sentiment Analysis 106

Sentiment Analysis B2B B2C Customer Acquisition 106

SurveySensum

SEPTEMBER 11, 2023

This is why SaaS businesses must focus heavily on retaining customers and ensuring that they keep using their products and services. So, the main SaaS KPIs that companies focus on are customer retention , customer acquisition cost, customer lifetime value, and monthly revenue. But why measure it?

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . 7 Customer Experience Insights You Can Apply to Your Organization. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

CX 48

CX Social Media NPS Customer Loyalty 48

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. What is customer experience in banking?

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62