1 to 1

JULY 29, 2022

Detecting and understanding customer intent can give brands clarity into what a customer is trying to do beyond what they are saying or clicking on, whether it’s an upsell opportunity, a chance to deepen the customer relationship, increase customer retention, enhance a product or service, or something else.

Manufacturing 29

Manufacturing Artificial Intelligence Predictive Analytics Contact Center 29

ClearAction

MAY 29, 2016

There’s a big difference between distinct transaction experiences and the cumulative customer life cycle experience. The end-to-end customer experience is affected by the entire value chain across the company. While there is a certain success rate in customer retention tactics, it is prone to similar efforts from competitors.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 70

Customer Experience Net Promoter Score Sports Education 70

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. Value creation occurs through Engineering, Manufacturing, and/or Operations.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

C3Centricity

APRIL 2, 2018

Those are the department objectives that the FMCG world in particular desires today, be they in a manufacturing or retail environment. The report concludes that: “The biggest barriers to experimenting with innovation in CI are resources, both time and money. Pricing, value perceptions and CLV (Customer Lifetime Value).

Actionable Insights 70

Actionable Insights Social Media Start-ups Retail 70

MattsenKumar

JUNE 18, 2021

Omnichannel customer service is no more a privilege; it is a sheer necessity to delight and retain customers. Customers today don’t want to bug support agents for every small query; they can help themselves with self-help literature. Allow sellers/manufacturers to contribute. Leverage User-Generated Content.

Omnichannel 52

Omnichannel E-commerce Customer Service Social Media 52

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. Website : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132