Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy.

Customer Relationship 88

Customer Relationship Engineering Net Promoter Score Hospitality 88

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

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

Customer Bliss

SEPTEMBER 6, 2016

While companies still need to be productive and build their customer-driven growth engines, chances are a lot of your colleagues were out on vacation for chunks of the summer. You want to enjoy the leaves and the pumpkin spice lattes but work stress is everywhere and your company desperately needs a better CX focus.

CX 51

CX Customer Retention Customer Acquisition Engineering 51

Lumoa

FEBRUARY 28, 2023

The most effective way to avoid both of these barriers is to leverage an intelligent customer experience platform like Lumoa. A modern CX tool enables you to easily connect disparate data sources, eliminating data silos for good. Think about it from your customers’ viewpoint: Why would you ask for their thoughts if you didn’t care?

Customer Feedback 83

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 83

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

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. Experience Management (XM) encompasses CX + EX + PX. So, what’s the solution?

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

CX Journey

FEBRUARY 21, 2019

However, your conversion funnel may be lacking, creating a problematic customer experience (CX) rather than a positive one. Fortunately, there are some clear CX design updates that improve your overall conversion rates and funnel site visitors through the areas you want them to go.

CX 35

CX Start-ups Social Media Customer Acquisition 35

CX Journey

FEBRUARY 21, 2019

However, your conversion funnel may be lacking, creating a problematic customer experience (CX) rather than a positive one. Fortunately, there are some clear CX design updates that improve your overall conversion rates and funnel site visitors through the areas you want them to go.

CX 32

CX Start-ups Social Media Customer Acquisition 32

MattsenKumar

MAY 18, 2021

With limited users, the competition will become stiff, and the focus will surely shift from customer acquisition to customer retention. With a limited number of customers to acquire, it makes sense to spend on customer retention and clock a higher customer lifetime value. Poor Website Design.

E-commerce 52

E-commerce Net Promoter Score Engineering Social Media 52

Qualtrics

OCTOBER 28, 2020

Use this simple plan to turn your siloed customer data and insights into valuable actions that help grow your business and brand equity. We all need to listen to our customers. Marketing, IT and Customer Experience (CX) teams may already do this by collecting customer data from social media , surveys , website and sales transactions.

Social Media 34

Social Media Sentiment Analysis Close the Loop Engineering 34

Customer Bliss

SEPTEMBER 19, 2017

Libby also served as an account manager at Donnelley Marketing Information Services in Stamford, CT where she was responsible for customer acquisition in the advertising, media and telecommunications industries. Customer experience is not customer service/support. They also did a refresh of customer journey mapping.

Customer Journey Map 39

Customer Journey Map Customer Acquisition Sales CX 39

Customer Bliss

SEPTEMBER 14, 2017

First up: define the customer journey. Analyze different customer segments, map out the journey that specific customer goes through. This involved discussions with Engineering and Product. The Tie Between CX And The Bottom Line. But at the same time, customers were leaving at a pretty high clip too.

Non-Profits 61

Non-Profits Start-ups Customer Acquisition Government 61

SurveySensum

JULY 13, 2023

” This way, you not only identify the issue but also get actionable insights from your customers in improving overall CX. Want to Improve Your Retail Customer Experiences? Stage 1 – Awareness This is the initial stage where customers become aware of your brand or product. Let’s answer this question!

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

” This way, you not only identify the issue but also get actionable insights from your customers in improving overall CX. Want to Improve Your Retail Customer Experiences? Stage 1 – Awareness This is the initial stage where customers become aware of your brand or product. Let’s answer this question!

Retail 52

Retail Customer Experience Touchpoint Social Media 52

1 to 1

SEPTEMBER 21, 2021

Sometimes there are elements of the CX process that are just better to partner with a provider on,” Cerise said. When so many different applications are needed, the process usually involves a lot of cutting and pasting, such as copying information from a CRM into a fulfillment engine. Continually examine processes.

Sales 26

Sales Contact Center Artificial Intelligence CRM 26