Aquire

NOVEMBER 11, 2021

You’ve probably heard of Net Promoter Score as a proxy for customer satisfaction, too. While CSAT and NPS are based on the same premise and are both popular customer service metrics , they do have differences: NPS. Higher levels of satisfaction help to improve customer relationships with your agents, too. The end result?

Customer Satisfaction 98

Customer Satisfaction Net Promoter Score NPS Customer Retention 98

Return Customer

MAY 16, 2018

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. There are several ways this is done.

B2B 71

B2B Manufacturing Customer Acquisition Customer Loyalty 71

1 to 1

SEPTEMBER 27, 2021

EV sales are growing at a rapid clip as consumer interest in sustainable products and air quality increase and automotive manufacturers deliver a wider range of EVs at different price points. Proactively educate and allay customer concerns EVs offer a host of new customer touchpoints from the pre-sales to post-sales journey.

Manufacturing 26

Manufacturing Omnichannel Touchpoint Sales 26

Shep Hyken

JULY 9, 2021

If you manufacture a product that stores and other sellers purchase in bulk to sell to consumers, send handwritten notes to every new seller after their first big order. There are many ways to send a personal welcome —?for Thank them for their business and let them know you can answer any questions.

E-commerce 122

E-commerce Social Media Manufacturing Management Consulting 122

SurveySensum

FEBRUARY 24, 2023

From providing exceptional customer service to offering personalized experiences, we will cover a range of tactics that can help businesses stand out in a crowded marketplace. By taking action based on feedback, you can demonstrate to your customers that you value their opinions and are committed to delivering the best possible experience.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

Aquire

NOVEMBER 1, 2021

So, it’s clear that creating a customer engagement strategy is important to your business. It’s all about learning how to better connect with your customers. Customer loyalty isn’t easy to come by. Part of the reason is that customers often believe companies only look out for themselves. Be transparent.

Social Media 98

Social Media Omnichannel Touchpoint Start-ups 98

Intercom

AUGUST 2, 2023

She began her journey in the CX field over 30 years ago by designing customer satisfaction methodologies, and went on to lead customer experience transformation at semiconductor manufacturer Applied Materials and teach marketing at the University of California.

Innovation 52

Innovation CX Non-Profits AI 52

Zendesk

MAY 19, 2022

NPS is a metric used to assess customer loyalty. It’s measured via a survey that asks customers how likely they are to recommend the business or product to someone they know. Used interchangeably, cases and tickets refer to any post-purchase customer issues. Customer relationship management (CRM) systems.

Sales 98

Sales Non-Profits B2C CRM 98

ClearAction

OCTOBER 1, 2018

CXM status quo is on a long slog to CX-centricity because it begins with a program such as customer service, customer voice, CRM, customer loyalty program, or digital marketing. Each of these starting points emphasizes customer-facing roles, reacting to and seeking to shape customers’ actions.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

SurveySensum

JULY 14, 2020

He specializes in CX Strategy, Customer Journey Mapping, CX Program Management, CX Consulting for Insurance, Manufacturing, Retail, Telecom industries. He is a New York Times #1 bestselling author and an international speaker on leadership, employee engagement, customer experience, customer loyalty, and consumer advocacy.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Qualtrics

APRIL 14, 2021

The B2B customer-revenue mix is unbalanced: most B2B companies drive a large proportion of their revenue from a small minority of customers. Given the size of the customers we deal with if we can transition one or two At-risk customers to become Loyal, it pays for our whole CX program”.

B2B 26

B2B Close the Loop CX B2C 26