Mon.Oct 03, 2022

Two types of KPIs

Customer Think

When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your industry and job function. If you work in a hotel, you may be thinking about KPIs such as occupancy, averag. Blog Customer Experience Performance Metrics

Importance of Product Feedback

Zonka Feedback

The success of a product depends on how well it is able to serve your target customers and how much they love it. Whether you make changes to your existing product or develop altogether a new product, it is crucial to listen to the customers’ opinions and better understand what they actually need.

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Values-Based Decision Making

Customer Think

I originally wrote today’s post for CMSWire. It appeared on their site on July 7, 2022. Culture can be defined as core values plus behaviors. Designing a culture is deliberate and purposeful. To ensure that “customer-driven” and “customer-centric” b. Blog Employee Engagement Leadership

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Maurice FitzGerald: The One Problem we Need to Solve

LitmusWorld

VOICE OF EXPERTS The One Problem we Need to Solve Maurice FitzGerald, is VP Customer Experience HP and HPE Software (rtd.) author, founder Maurice FitzGerald Consulting, Editor in Chief – Content – OCX Cognition Inc.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

When Giving Isn’t Guaranteed – How Nonprofits Can Manage Relationships with CRM

Customer Think

No matter their size, or the cause they serve, nonprofits today face a common set of challenges.

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5 Customer Retention Secrets for Weathering Economic Challenges

Customer Think

With a potentially rocky economic road ahead, many organizations might be adjusting budgets now for products and services in 2023. How do you cement your company’s place on a customer’s “must-have” list? A great customer experience (CX) and personal relationships make all the difference.

Colin Shaw: The 5 Rules of Measuring & Managing Customer Emotions [Podcast & Article]

LitmusWorld

VOICE OF EXPERTS The 5 Rules of Measuring & Managing Customer Emotions When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost.

How optimism and positivity can help you create a better CX

Customer Think

September 28, 2022. Add to rss feed. The past few years. Blog Customer Experience Customer Loyalty Employee Engagement

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Michael Hinshaw: 6 Ways Business and IT Can Partner to Drive Next-Level Experiences

LitmusWorld

As CX becomes an end-to-end concern and technology and data become ever more critical elements of successful CX, IT plays an increasingly vital role in shaping decisions across the enterprise. Michael Hinshaw: 6 Ways Business and IT Can Partner to Drive Next-Level Experiences appeared on LitmusWorld.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Top Industry Secrets for Successful Contact Center Scripting

Customer Think

[This post was adapted from a webinar that Colin Taylor delivered for Customer Contact Central on September 8, 2022.

Customer Intelligence – October Edition

VOZIQ

Customer service stands atop when it comes to running a business. Satisfied customers mean a successful business. With time, customer expectations have pivoted basic to personalization. There is, however, a fine line between personalizing customer service and overdoing it. Here are some articles that give you a glimpse of the shift in customer expectations and how to deal with it. To Avoid Consumers’ Wrath, Businesses Should Adopt These 5 Data Protection Measures-Customer Think.

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Tackling Customer Service Pain Points: A Guide to Growth

Customer Think

When planning an expansion, many B2C businesses focus on growing revenue, building new offices, boosting recruitment, or introducing new products.

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Customer Intelligence – October Edition

VOZIQ

Customer service stands atop when it comes to running a business. Satisfied customers mean a successful business. With time, customer expectations have pivoted basic to personalization. There is, however, a fine line between personalizing customer service and overdoing it. Here are some articles that give you a glimpse of the shift in customer expectations and how to deal with it. To Avoid Consumers’ Wrath, Businesses Should Adopt These 5 Data Protection Measures-Customer Think.

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CX job vacancy of the week: DWP

MyCustomer Experience

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 4th Oct 2022. By Rhys Fisher Staff Writer

Finserv, disrupted: A CX Moment with Neo Financial

Zendesk

The banking industry is by necessity very conservative, but with changing consumer tastes and expectations, financial institutions are striving to modernize the way they communicate with customers. Neo Financial aims to do just that by disrupting the finserv industry in Canada.

M&S Bank, Primark and ASOS take home CX Elite Awards

CX Network

InMoment recognized three high-return CX and EX improvement programs during its XI Forum

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Showing Love for Customer Service Week

MyCustomer Experience

Happy Customer Service Week! Observed every year during the first full week of October, Customer Service Week is an international. 3rd Oct 2022. By Mandy Reed Global Head of Marketing

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

5 Top Customer Service Articles of the Week 10-3-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.