Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Beyond Philosophy

MAY 15, 2023

People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list. How confident are you to deliver an excellent Customer experience (CX) in 2023 as we enter these turbulent times?

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

Zendesk

JANUARY 17, 2024

What is intelligent customer experience? Intelligent customer experience (ICX) is how a business uses artificial intelligence (AI), automation, and data to provide personalized and proactive experiences. The ICX is a revolutionary way for businesses to exceed customer expectations and enhance their bottom line at scale.

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

Zendesk

MARCH 7, 2024

Businesses today walk on a tightrope when it comes to customer service and efficiency. Businesses can use WFO to optimize their operations, customer experience (CX) , and balance sheet simultaneously. It can also ensure that agents deliver an outstanding customer experience time after time.

AI 52

AI Customer Satisfaction CX Construction 52

Bill Quiseng

MARCH 15, 2022

In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. Satisfied customers feel service is good, not better, just average. And satisfied customers will leave when they find something better or less expensive. Nobody raves about average. has the answer.

Non-Profits 103

Non-Profits Hospitality Hospitality CX 103

Zendesk

DECEMBER 6, 2021

It’s easy to talk about being a customer-first organization. It’s comforting to think that everyone in the organization puts the customer first. This attitude should, in theory, lead to happier customers, better business outcomes, and the type of place anyone would love to work. What is a customer-first strategy?

Close the Loop 98

Close the Loop VOC Start-ups Retail 98

Execs In The Know

MAY 22, 2023

The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. We’ll also provide useful insights into best practices for leveraging this strategy so that you can make decisions about improving your CX team’s performance now and into the future.

CX 64

CX Technology Technology Construction 64

Beyond Philosophy

MAY 25, 2023

However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. However, if we explain why we think they apply, you could gain more insight into your customer behavior. Was it easy?

Customer Journey Map 78

Customer Journey Map Start-ups Customer Loyalty Management Consulting 78

Beyond Philosophy

APRIL 4, 2019

Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast. We also explained how the two concepts are crucial to creating brand and customer loyalty. Branding makes the promise in the marketplace. The answer is they can’t.

Customer Loyalty 130

Customer Loyalty CX Customer Experience Customer Experience Management 130

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Execs In The Know

OCTOBER 14, 2021

Many companies danced around the idea before, digitizing where they could to make business more efficient or easier. Every aspect of its operations — from sales and marketing to customer service to accounting — should be built on a digital framework. Digital Delivers a Better Customer Experience. and try to make sense of it.

CX 98

CX Customer Loyalty Retail Start-ups 98

Lightico

FEBRUARY 22, 2024

The Challenge of Manual Document Handling in Insurance The insurance sector has grappled with customers submitting vast volumes of documents and images, as part of critical insurance activities such as underwriting, policy servicing, and claims processing. simplifying document management.

ML 52

ML Machine Learning Compliance Customer Satisfaction 52

Execs In The Know

FEBRUARY 29, 2024

And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Humor me for a second, and imagine your company is Homer’s Odysseus.

CX Transformation 99

CX Transformation CX VOE AI 99

Zendesk

FEBRUARY 7, 2024

What are customer win-back campaigns? Customer win-back campaigns are marketing efforts designed to reengage inactive or churned customers. The goal is to win back the loyalty of these individuals through targeted messages, special offers, personalized discounts, and more.

E-commerce 52

E-commerce Start-ups Omnichannel CX 52

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. Here’s one of the customer reviews talking about it on the G2 platform.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Net Promoter Score NPS 52

Zendesk

FEBRUARY 29, 2024

Revenue churn measures the monthly recurring revenue (MRR) loss from existing customers over a specific period. This metric focuses on customers who have canceled or downgraded their monthly subscriptions. Revenue churn rate is a metric that helps businesses identify the monthly revenue they lose with every lost customer.

Customer Retention 52

Customer Retention Customer Acquisition Artificial Intelligence CX 52

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Business customers care about what your brand stands for. It’s the foundation of a differentiated customer experience and employee experience. Where B2C goes, B2B follows.

B2B 122

B2B Innovation CX Education 122

Steven Van Belleghem

NOVEMBER 21, 2023

Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. The Customer Leader is an action-packed, no-nonsense page-­turner.

Innovation 62

Innovation Customer Service Retail Customer Experience 62

SurveySensum

AUGUST 25, 2023

What came first: the engaged employee, or the happy customer? Strangely, it’s often overlooked in businesses where employees interact a lot with customers. Strangely, it’s often overlooked in businesses where employees interact a lot with customers. It’s the chicken-and-the-egg mystery of modern-day marketing.

Business Growth 52

Business Growth Customer Satisfaction Social Media Retail 52

SurveySensum

MARCH 5, 2024

So, let’s find out more about employee feedback, its different types, and the employee feedback surveys that make all this much smoother! Aligns with Organizational Goals: Employee feedback acts as a bridge between individual experiences and organizational objectives.

Construction 52

Construction Start-ups Innovation Gaming 52

Zendesk

FEBRUARY 17, 2022

Consumers aren’t always willing to make a purchase on a whim. And if you wait to interact with them until the end of their decision-making process, you’re missing out on profitable sales opportunities. Mapping out the journey provides an in-depth view of how your potential customers behave at every step in the buying process.

Social Media 98

Social Media Sales Education CRM 98

Customer Experience Matrix

JULY 1, 2023

In fact, humans are heavily biased in favor of making decisions based on past experience , so I’d probably bet on the AI. The first is customer experience. As a baseline, customers expect reasonable service, delivered pleasantly. But loyalty is really won or lost when there’s a problem or special request.

AI 59

AI Manufacturing Omnichannel Technology 59

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. The Anatomy of a Customer Interaction can make or break your Customer Experience.

Customer Loyalty 161

Customer Loyalty Customer Experience 161

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge.

Customer Service 66

Customer Service Omnichannel Customer Satisfaction Touchpoint 66

Experience Investigators

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. And yet still, acting on the customer feedback is hard.

Customer Experience 121

Customer Experience NPS Text Analytics Customer Satisfaction 121

Hodusoft

OCTOBER 19, 2022

51% of such institutions have realized that improving customer experience is one of the top priorities for their success. Today, finance contact center software is one of the best ways for financial institutions to keep tabs on their customers and earn their trust. It’s also a sign that your business values customers’ convenience.

Contact Center 52

Contact Center Finance Omnichannel CRM 52

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Beyond Philosophy

JANUARY 10, 2018

Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Customer Loyalty 60

Customer Loyalty Customer Satisfaction Customer Experience Sales 60

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

VOZIQ

NOVEMBER 14, 2023

In the dynamic landscape of modern subscription business, customer-centric leaders face the imperative of not only retaining customers but also driving sustainable growth. They’re often faced with questions such as: How do we unveil and address churn drivers to improve customer loyalty and lifetime value?

AI 40

AI Net Promoter Score Predictive Analytics Artificial Intelligence 40

ClearAction

APRIL 18, 2020

Growth Through Customer Experience Action Lynn Hunsaker. Customer experience annuities are a compelling source of growth that is commonly overlooked. Customer Experience Improvement Actions. Accordingly, mature customer experience management can reduce business risk.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Close the Loop 62

Experience Investigators

JANUARY 24, 2023

Customer advisory boards (also known as CABs) can be a powerful tool for unlocking the potential of your relationships with customers. The very idea of a Customer Advisory Board – actual customers providing wisdom and feedback to literally advise your brand for the future – sounds like a win.

Start-ups 98

Start-ups B2C Construction Customer Feedback 98

Beyond Philosophy

JANUARY 18, 2017

Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. American Airlines blamed problems at its hubs and its merger with USAir, and said it has a new training program to improve customer service. Absolutely not.”

Scorecard 122

Scorecard Customer Satisfaction Customer Loyalty Customer Experience 122

Experience Investigators

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric ! .

Customer Experience 40

Customer Experience Customer Feedback CX Customer Loyalty 40

Customer Bliss

JULY 24, 2018

As customers, we become emotionally attached to companies who consider our lives when they make decisions. However, not all companies behave in this manner when it comes to their customers and employees. It’s our humanity and our ability to care that makes all the difference in the lives of our employees and customers.

Customer Satisfaction 64

Customer Satisfaction CX Customer Experience 64