Customer Think

OCTOBER 11, 2023

Posted originally at [link] How complexities prevent and improve employee and customer experience Is your organisation losing value and capacity to complexity? In this article we provide a short framework for understanding some of the most common sources of complexity in any organisation.

Customer Experience 126

Customer Experience 126

Service Quality Institute

OCTOBER 11, 2023

I just tried to buy another Bluetooth headset for my son for his birthday at Best Buy. The employee was not very effective. He could not find my account after giving him my phone number 3 times. I asked for a manager. It took him a few seconds to find my account and I told him I wanted his help because the employee was ineffective and did not know his job.

Customer Service 52

Customer Service Sales Customer Experience 52

Customer Think

OCTOBER 11, 2023

Today’s business landscape is driven by one ultimate factor: heightened customer experience. It can make or break a brand’s image. However, hyper-personalization empowers businesses to provide the best products and services that elevate customer experiences and thrive in a competitive environment. But what is hyper-personalization?

Customer Experience 64

Customer Experience Technology Technology 64

SurveySensum

OCTOBER 11, 2023

AskNicely is a customer feedback platform that helps businesses gather and analyze customer feedback. It specializes in Net Promoter Score surveys, enabling companies to measure customer loyalty and satisfaction. AskNicely streamlines the feedback collection process through various channels, such as email, SMS, and in-app messages. However, despite its effectiveness, AskNicely has some drawbacks to consider.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Net Promoter Score NPS 52

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

Customer Think

OCTOBER 11, 2023

In today’s highly competitive market, the pursuit of customer loyalty has taken center stage as a pivotal driver of business success.

AI 59

AI Customer Loyalty Customer Retention Technology 59

VOZIQ

OCTOBER 11, 2023

In today’s customer-centric market, addressing customer churn is no less than a battle. It requires in-depth data-led customer insights for proactive identification of churn risks, driving timely preventive measures to retain valuable customers. And in this battle, data science is an indispensable weapon. However, if not approached strategically, data-science-led retention exercises can result in undesired outcomes, wasted resources and unnecessarily high costs.

Customer Retention 40

Customer Retention Machine Learning AI Engineering 40

Customer Think

OCTOBER 11, 2023

Loyalty programs are just one element driving overall customer loyalty. Well-executed customer relationship management (CRM) strategies deepen the bond with customers and members through personalized, cross-channel brand experiences. The inherent synergy between loyalty programs and CRM presents opportunities for efficient use of shared resources and stronger outcomes for both.

CRM 59

CRM Customer Relationship Management Customer Loyalty Customer Relationship 59