Beyond Philosophy

SEPTEMBER 15, 2015

My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company. For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e.,

Net Promoter Score 153

Net Promoter Score NPS CX Retail 153

Aquire

JANUARY 24, 2022

You may know this already: the adoption of chatbots has been steadily on the rise for years now, as they’ve been helping businesses — not only increase conversions and sales — but also improve customer experience and customer satisfaction. Why do customers love chatbots? Salesforce ). Want to learn more about chatbots?

Healthcare 98

Healthcare Real Estate AI Artificial Intelligence 98

Aquire

APRIL 26, 2021

If you’re curious about the state of chatbots, read further: we have shortlisted 30 chatbot statistics to give you an idea of what a chatbot can do for your business, and, more importantly, your customers in the years to come. Customers have also embraced online shopping and transactions more than ever before. billion in 2020 to $13.9

Customer Experience 111

Customer Experience Healthcare Real Estate AI 111

Beyond Philosophy

OCTOBER 10, 2016

When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.

Retail 167

Retail Customer Experience Customer Satisfaction 167

Lightico

JULY 8, 2021

Auto Finance events and conferences are a great place to learn more about the innovation of lending in different aspects of the auto finance industry an improve customer experience in auto finance. This event allows businesses to network with other attendees, share best practices, and enhance their customer relations. .

Finance 52

Finance Compliance Retail Innovation 52

Beyond Philosophy

MAY 10, 2016

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully stay ahead, in the race to build stronger interpersonal relationships with them. The mini-documentary TD Bank created about the campaign has been viewed over 5 million times on YouTube. –

B2C 74

B2C Social Media Retail Customer Acquisition 74

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The second examined the retail experience of 40,000 Customers.

Retail 167

Retail Customer Satisfaction CX Customer Experience 167

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Non-Profits 99

Non-Profits Net Promoter Score NPS Retail 99

PeopleMetrics

AUGUST 6, 2014

TD Bank made me cry today. Picture this: I’m at my desk in an open-office workspace, when a co-worker IMs me a video about TD Bank. I had previously written on switching from TD Bank to an online bank named Simple , so I’m interested, and I click the link. TD Bank, however, is trying to change that.

Net Promoter Score 94

Net Promoter Score NPS Retail Gaming 94

Fonolo

DECEMBER 11, 2018

And as those of us in customer service know to a sobering degree, Twitter has quickly become a go-to platform customers use to shout about frustrating customer service experiences. And, specifically for wireless service providers, “contacting customer service by phone is the principal pain point for customers.”

Social Media 100

Social Media Contact Center Artificial Intelligence Retail 100

Lumoa

SEPTEMBER 16, 2022

NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Recent findings show that NPS is one of the top 3 customer experience metrics used by CX programs. That is why you need to take note of the factors: Customer zone of tolerance.

Net Promoter Score 83

Net Promoter Score NPS Social Media Retail 83

Aquire

SEPTEMBER 20, 2021

The advantages of video chat for customer service. Audio is great, but actually being able to see the person you’re talking to allows for more trust and increases customer satisfaction. When it comes to business, video helps you build rapport with customers and personalize sales and support. Replacing on-site experiences.

Retail 86

Retail Omnichannel Start-ups Sales 86

CSAT.AI

JANUARY 18, 2022

There are many aspects to leading in customer service success. Depending on the company, customer service can conjure anger and disappointment or warm fuzzies and devotion. Today we’re looking at: Industries known for great service Companies that are setting the standard What makes a great customer experience.

Customer Service 52

Customer Service Net Promoter Score Manufacturing Retail 52

PeopleMetrics

AUGUST 10, 2016

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience.

Customer Experience 64

Customer Experience Retail Customer Feedback Customer Service 64

C3Centricity

SEPTEMBER 14, 2020

Denyse Drummond-Dunn · Is the future of retail in the stars? Will the future of retail be without physical outlets? Like many CPG companies, they were considering online retailing. Like many CPG companies, they were considering online retailing. And many have found the experience both enjoyable and useful.

Retail 77

Retail E-commerce Manufacturing Transportation 77

CommBox

JANUARY 13, 2022

The customer experience is fundamental to success if you’re running a business. Providing an excellent customer experience is one guaranteed way of standing clear of the crowd. In addition, a customer experience that excels leads to business growth, happy customers, and an edge over the competition. .

Customer Experience 52

Customer Experience Machine Learning Finance AI 52

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Optimizing customer experience is everybody’s job.”.

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Optimizing customer experience is everybody’s job.”.

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Steven Van Belleghem

SEPTEMBER 23, 2020

And yet, according to that same McKinsey, the benefits of a fantastic customer experience for B2B companies are high: “In our experience, customer-experience leaders in B2B settings have on average higher margins than their competitors. Check my book trailer If you’re not familiar enough with these 3 strategies.

B2B 98

B2B Customer Experience Construction E-commerce 98

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

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. For the subscription business the researchers found that “ a member who rates as having the poorest experience has only a 43% chance of being a member a year later.

Net Promoter Score 164

Net Promoter Score Customer Experience NPS CEM 164

Beyond Philosophy

NOVEMBER 28, 2017

To offer a better gauge of perceived value and customer experience, and better understand purchase decision drivers, it was necessary to put greater emphasis on the emotional. million total survey questions, with several million devoted to emotions and feelings related to experience. It’s experience lagniappe.

E-commerce 83

E-commerce B2C Artificial Intelligence B2B 83

C3Centricity

APRIL 29, 2020

Will the future of retail be without physical outlets? Like many CPG companies, they are considering online retailing. I remember participating in heated arguments in the past, between sales teams and retailers, about online stores. Customers will always need to see and try before they buy in numerous categories.

Retail 71

Retail E-commerce Manufacturing Transportation 71

PeopleMetrics

APRIL 28, 2015

This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Joe shared some statistics that would make less-intrepid bank executives contemplate a career change. In 2006, the most common reason customers visited a branch was to deposit funds.

Customer Experience 79

Customer Experience Non-Profits Voice of the Customer Innovation 79

Zendesk

MAY 17, 2022

Knowledge is power—especially when you’re looking to improve your customer experience. According to the Zendesk Customer Experience Trends Report 2022 , customer engagement is up 14 percent compared to last year. What is customer satisfaction score (CSAT)?

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Fonolo

SEPTEMBER 11, 2018

Contemplating the eventual fate of humans in the customer service process leads to some spicy conversations. Then consider that there are forces pushing the other way as well, namely: More transactions moving online (ecommerce is still only 10% of total retail); and new categories ramping up (tele-health, education, and government services).

AI 89

AI Customer Service Contact Center Artificial Intelligence 89

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Customer loyalty programs are especially popular among retailers.

Retail 109

Retail Customer Loyalty Social Media Sales 109

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. It’s experience lagniappe.

Customer Experience 74

Customer Experience B2C Touchpoint B2B 74

Steven Van Belleghem

JANUARY 20, 2019

This is not the cool or ‘sexy’ part where the customer experience is enhanced to nearly magical levels, but it’s where processes are sped up and made cheaper. Different studies have shown that our face holds a surprising amount of information about our health, mood, sexual preference and even social status. Com-YOU-nication.

E-commerce 52

E-commerce Entertainment Non-Profits Healthcare 52

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. Not always, but often.

Customer Experience 121

Customer Experience NPS Text Analytics Customer Satisfaction 121

Customer Bliss

APRIL 16, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Here is what we want as customers: we want it when we want it, how we want it, and where we want it. Sometimes we want retail, sometimes Internet; sometimes we want to toggle between both, but at the same time.

Retail 69

Retail CX Customer Experience Customer Expectations 69

Customer Bliss

JANUARY 31, 2017

A question I get sometimes: “Of course we want to value customers, but is doing so definitely tied to revenue?” If you boost customer experience, you boost revenue. Brand is still important — don’t get me wrong there — but customer experience is as important (or more important) these days.

CX 85

CX Manufacturing Retail Customer Experience 85

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

Intercom

NOVEMBER 16, 2023

Customer satisfaction scores in the UK have taken the biggest hit since 2015. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference. That is the sobering picture of the state of customer service in the UK as of July 2023.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Ameyo Callversations

AUGUST 24, 2022

The easy availability of on-demand messaging has led to a paradigm shift in customers’ preference for communication. This is where conversational AI plays a vital role by delivering efficient customer interactions and fast responses to their queries. But maintaining the expected communication with them is not a trivial task.

AI 52

AI Sentiment Analysis Contact Center Artificial Intelligence 52

Fonolo

MAY 22, 2018

A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. Vertical markets in the sample base included: retail banking, insurance, health care, government, retail / e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities.

E-commerce 59

E-commerce Contact Center Hospitality Hospitality 59

ProProfs

OCTOBER 18, 2022

Low-risk area – Retail store: Many places that use cleaning chemicals annually require OSHA training to be given to all employees to ensure safe storage and handling of chemicals. Case Study: Thermo Fisher Scientific. Automated grading and auto-generation of detailed reports made this a painless experience for them.

Compliance 52

Compliance Start-ups Retail Hospitality 52