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Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.
How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization’s core goals. By mapping out the customer journey, we uncover the pain points and opportunities that matter most, using a combination of customer feedback and operational data to guide
“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy.
Josh had only been a waiter for two weeks and tonight was going exceptionally poorly. He was overwhelmed with managing orders and feared the repercussions for his long-term job prospects. That evening, a family had arrived to celebrate their grandmother’s 82nd birthday.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Keeping your customers happy is the secret sauce to staying ahead. Yet, to really understand what makes them tick, businesses turn to customer satisfaction metrics – handy tools that capture how customers feel and what you can do to make their experience even better. Two of the most efficient tools businesses can use to measure customer happiness are the Customer Satisfaction Score (CSAT) and a newer Retently-born, but increasingly adopted metric called Customer Experience Score (XSAT).
“We hit 115% of our target across Totango + Catalyst in Q1 on our expansion number, and that was largely due to the CSMs and the focus they put in along with the work that we’re doing with our account executives. The partnership that we have is working.” Customer renewals are the lifeblood of any subscription-based business, directly impacting your company’s revenue, growth, and long-term success.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
It’s easy for all of us to fall into all or nothing thinking. In this day and age, the thinking is that we must teach our teams artificial intelligence skills. That thinking is correct because AI is here to stay and the power of AI is in its’ infancy.
In our 2023 Customer Success Index report, we found that nearly every company (98%) is maintaining or increasing their investment in Customer Success (CS) —and many are using Customer Success Platforms (CSP) to do so. CSPs as standalone systems provide companies of all shapes and sizes with the insights and levers they need to: Eliminate retention and expansion blind spots: Get more granular and accurate retention and expansion forecasts with health scores and a 360º view of every customer.
I originally wrote today’s post for GoTo as a follow-up to our June 26, 2024, webinar. It appeared on their site on July 9, 2024. To get access to this webinar on-demand and to hear more about the topics I write about in this post, be sure to listen to/watch the webinar on demand.
We all know those hidden corners in your rearview mirror just out of sight can often be the most dangerous when driving. Similarly, if left unchecked, blind spots in your customer service organization can drive customers away and lead to low NPS scores and high churn rates. Uncovering and addressing these CX blind spots is crucial; it allows you to navigate your business with a clearer view, making sure your customers have a smooth experience across every stage of the buying journey.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
While trade show booths can be expensive to plan for and set up, they present the opportunity to showcase your brand and garner onsite sales conversions through customer engagement. More engagement or visitors to your booth opens the door to higher conversion rates. To reach those higher rates, your booth’s offerings should entice attendees.
Who said simple is boring and ineffective? To gather actionable insights and create data-driven action plan, you don’t need to create long survey designs with too many questions that might frustrate your customers and cause them to leave halfway. If you want to keep things simple for your respondents and for yourself, go with a yes-no survey question – they are quick, straightforward, and easy for respondents to answer.
Over the next three years, more than three-quarters (79 percent) of business leaders expect the roles of translation and localization to evolve within their business strategies. That’s according to a recent global survey conducted by Censuswide for Phrase, involving 2,000 business leaders.
The Future Is Bright for the CCaaS Sector View this article on the publisher’s website The contact center-as-a-service (CCaaS) sector remains one of the fastest-growing in the contact center technology market, a trend DMG Consulting expects to continue for the next few years. An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA)/conve
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Customer Experience is failing. According to Forrester, US Consumer Perceptions of CX quality are at an historic low. Post-COVID the quality of customer experience eroded every year across the three Forrester categories: effectiveness, ease, and emotion. That means organizations operate inefficiently, underutilize technology, and fail to invest in frontline leadership training.
Bringing Shrinkage Under Control August 2024 Shrinkage measures the percentage of time agents who are scheduled to handle a forecasted activity are unavailable to perform this task. This key performance indicator (KPI) takes into account all activities that prevent an agent from performing the job for which they are scheduled. It’s important to measure and track shrinkage because it negatively impact’s a contact center’s ability to meet its service level commitments.
Listen to the podcast: I’ve undertaken a kitchen renovation, and the Customer Experience the various tradespeople provide leaves much to be desired. After this project, it’s not hard to imagine why tradespeople have the poor reputation tradespeople do.
What we'll Cover: The Swedish Institute (SI), a public agency, works to build interest and trust in Sweden globally. SI shares information about Sweden abroad and analyses how other countries perceive it. They also facilitate international exchanges and partnerships to increase awareness of Sweden and build strong relationships with individuals, organisations, and other countries.
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
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