InMoment XI

FEBRUARY 17, 2022

Even the federal government is in on it—an executive order in 1993 directed federal agencies to gather public feedback on how well they delivered services and to strive to offer a comparable level of customer experience with private companies. Orders similar to that one have continued into the present day. That’s true! The Inner Loop.

Government 260

Government Feedback Reference Customer Retention 260

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” While acquisition and new logos will always contribute to a part of growth, the ongoing engagement, support, and alignment between CS and sales solidify customer relationships driving long-term, sustainable revenue. We need sustainable growth. Who isn’t?

Sales 89

Sales Customer Success Insights Webinar 89

CX University

APRIL 16, 2024

As consumers become increasingly discerning, the alignment between a company’s values and the personal values of its customers has emerged as a significant driver of loyalty. Increasingly, individuals are making purchasing decisions based on a company’s alignment with their own personal values and beliefs.

Loyalty 52

Loyalty Brands Consumers Social Media 52

Experience Investigators by 360Connext

DECEMBER 14, 2021

Remember to think big about your customer experience goals and how they can help your organization achieve not just company goals but goals for the world at large. QR codes allow customers and employees to interact and engage with various tools in ways that are safe and sustainable.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

ShepHyken

FEBRUARY 4, 2024

trillion annually, according to new research by the experience management company Qualtrics. This figure is up 19% ($600 billion) from the company’s projections last year. Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on.

2024 60

2024 Article Customer Service B2B 60

ShepHyken

FEBRUARY 20, 2024

How can companies improve employee experiences for better customer experiences? How can companies design experiences to enhance customer retention and acquisition? Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences.

Magazine 76

Magazine Employee Experience Exceptional Customer Service Customer Retention 76

CSM Magazine

DECEMBER 4, 2023

This exploration seeks to decipher the nuanced interplay between sustainability endeavors and their quantifiable impact on financial outcomes, positioning ESG not just as a moral commitment but as a strategic financial catalyst. The environmental aspect, driven by sustainability, promotes efficient resource use for cost savings.

Financial 105

Financial Government Healthcare 2022 105

Clarivate

MAY 24, 2022

Tiffani Shaw, Chief of Staff at Clarivate, discusses how we are amplifying our strategic commitments to driving sustainability worldwide and shares highlights from our 2021 Clarivate sustainability report. About this time last year, we published our first annual sustainability report for Clarivate.

2021 98

2021 Government 2024 Innovation 98

TechSee

NOVEMBER 7, 2023

The company’s colleagues are tasked with liaising with customers, diagnosing faults, and carrying out repairs either via a mobile phone or by an engineer in person. And lastly, by reducing technician visits the company hoped to improve on its environmental sustainability efforts, reducing the number of technician trucks on the road.

2023 124

2023 Customer Experience Call Center Innovation 124

Daniel Group

NOVEMBER 10, 2023

Welcome to Success Strategies Are you setting up your company for sustainable business growth with excellent CX? In 2003, Fred Reichheld, a consultant with Bain & Company developed the Net Promoter Score. Sustainable Growth Through CX We were fortunate to have Reichheld as our keynote speaker at our last client conference.

2024 52

2024 Net Promoter Score 2003 Sales 52

ShepHyken

DECEMBER 7, 2023

He talks about how amazing customer experience can be sustainable. And increasingly, that picture includes sustainability. So, what happens when these two imperatives—customer experience and sustainability—meet? So, what happens when these two imperatives—customer experience and sustainability—meet?

Call Center 58

Call Center E-support E Commerce Travel 58

CSM Magazine

MARCH 14, 2024

Environmental management company Green Spark is using the latest cloud and mobile technology to boost sustainable business growth. Long before BigChange, Green Spark relied on spreadsheets and e-mails, as did most companies at the time, but the need to scale and grow led to the search for improvement.

Management 52

Management E-support 2018 2013 52

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. At its core, customer service is not just a department; it’s a philosophy, a promise, and a reflection of a company’s dedication to its clientele.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

Customer Experience Update Submitted Articles

OCTOBER 12, 2022

“57% of customers have stopped buying from a company because a competitor provided a better experience.”* It takes a trifecta of customer centric behaviors to create and sustain memorable experiences. As a B2B leader, what can you do to deliver the kind of experiences that keep customers coming back?

B2B 130

B2B Customer Experience Customer Centricity Customers 130

CSM Magazine

MARCH 28, 2024

The efficiency of a company’s mailroom operations can significantly contribute to its overall productivity and customer satisfaction. This proactive approach minimizes the risk of errors and ensures compliance, safeguarding the company and its clients.

Competitive Advantage 52

Competitive Advantage Customer Satisfaction Technology Communication 52

ShepHyken

JUNE 15, 2021

Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. Society has allowed companies to give customers mediocrity. Returning to do business with companies that do not provide great customer service sets the tone that it is okay to do less.

Omnichannel 151

Omnichannel Contact Center Social Media Communication 151

Magellan Solutions

JULY 21, 2023

Companies are becoming mindful of the potential of outsourcing services for small businesses in 2023. Outsourcing companies are still essential to transforming the business landscape. Blockchain enables companies to access secure and cost-effective solutions. It has become essential as the demands of the global market increase.

2023 94

2023 Healthcare Innovation Technology 94

CSM Magazine

APRIL 18, 2024

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. The system has already helped the Essex-based company offset more than 200 tonnes of CO2 and achieve net zero running for its fleet of vehicles, as well as reducing paper use by around 20,000 sheets a year.

Management 52

Management 2009 2018 Customer Relationship Management 52

Innovative CX

SEPTEMBER 14, 2023

The International Organization for Standardization (ISO), perhaps best known for its ISO 900 quality management certifications, released a definition of sustainable development and social responsibility. He emphasizes, “The key point is sustainable development.”

Management 52

Management Definition NPS Financial 52

ShepHyken

FEBRUARY 5, 2024

How can companies effectively track and utilize customer data to drive loyalty? Companies can use technology to identify and track customer behaviors, preferences, and interactions. Sustainability can be integrated into loyalty programs, offering customers an additional reason to engage with a brand.

Loyalty Programs 84

Loyalty Programs Loyalty Fashion Financial 84

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Creating and sustaining a customer-centric culture was the subject of a recent podcast. We only said we put customers first because it made us feel better about the fact that we always put the company first.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

SurveySensum

MARCH 7, 2024

Types of Corporate Social Responsibility Corporate Social Responsibility encompasses a broad spectrum of initiatives and practices undertaken by companies to integrate social, environmental, and ethical considerations into their operations and interactions with stakeholders. CSR provides a valuable avenue for differentiation.

Loyalty 52

Loyalty Competitive Advantage Connections Demo 52

Team Support

APRIL 23, 2024

Utilizing relevant technology provides a streamlined, simplified direction to establish sustainable growth and stay competitive. Technology has transformed traditional processes to enable companies to optimize their operational patterns, helping agents and customers alike achieve resolution quicker.

Technology 52

Technology Social Media Customer Satisfaction Innovation 52

Horizon CX

DECEMBER 1, 2023

Real-world examples from successful companies will be highlighted to underscore this point. Real-world examples from successful companies will be highlighted to underscore this point. The company positions itself as a provider of premium products and services, and positive customer experience is central to maintaining this brand image.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Helpware

SEPTEMBER 5, 2023

Successful luxury brand companies have come to understand that the days of the high-street store being the only retail outlet are over. This means excellent digital customer service should be a high priority for any luxury brand wanting to sustain its growth.

Fashion 90

Fashion Brands Customer Service Retail 90

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success. They seek personalized experiences, and value authenticity and engagement over generic sales pitches.

Customer Engagement 90

Customer Engagement Engagement Competitive Advantage Entertainment 90

Magellan Solutions

JANUARY 17, 2024

If these problems continue, how will BPO companies maintain their competitive advantage in 2024? Intelligent algorithms enable automation to simplify repetitive operations in BPO companies, resulting in quicker and more precise job processing. However, not all companies have adopted this work set-up.

2024 52

2024 Competitive Advantage Omnichannel Telecommunications 52

Gainsight

FEBRUARY 23, 2024

At Gainsight, we understand the vital role that customer education plays in driving sustainable growth and fostering strong relationships with our clients. Here’s a closer look at the study’s results: For companies with a Certified Admin, the average NPS was 45—vs. And the results speak for themselves.

Net Promoter Score 52

Net Promoter Score NPS Metrics Culture 52

CSM Magazine

APRIL 5, 2024

Finding this balance requires hiring outsourcing quality assurance (QA) services or adopting DevOps practices for many companies. Cost Efficiency: Outsourcing QA gives companies access to special expertise without incurring the high overhead costs of having a permanent QA team inside the company.

Customer Satisfaction 52

Customer Satisfaction User Experience Innovation Marketing 52

Maru Group

NOVEMBER 18, 2021

It has a new life partner now, sustainability, and together, they are making progress. Equifruit , a Canadian company importing bananas into the provinces of Quebec and Ontario, saw the need for ethically sourced bananas and fair treatment of farmers. Battle on the banana front Fair trade has had a lonely existence.

Insights 81

Insights Transportation Social Media Consumers 81

ShepHyken

JANUARY 3, 2024

They no longer compare us only to our direct competition but also to the best service they’ve had from any company. TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. This is especially important to the Gen-Z and Millennial generations. Today, it’s expected.

2024 92

2024 Customer Service Workshop Customer Service Training 92

ShepHyken

OCTOBER 12, 2021

When employees are unhappy and start leaving the company, leaders can learn so much by asking them why and actually listening. Quotes: “Happier employees equals happier customers equals more profitable and sustainable business.” This is how a strong, vibrant, and sustainable culture is created.” happiness and?humanity—that?generate?more

Culture 73

Culture Customer Service Engagement Customers 73

Gainsight

FEBRUARY 29, 2024

When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. The value of the partnership no longer stops at the initial transaction.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

CSM Magazine

MARCH 21, 2023

As more and more people conduct business online, there is an increasing demand for sustainable practices in the digital realm. Consumers are more aware of their environmental impact and expect the companies they engage with to be mindful of their ecological footprint.

E Commerce 52

E Commerce E-support Transportation Social Media 52

CSM Magazine

SEPTEMBER 28, 2023

Commercial and domestic fit-out company, FSE UK is reporting a six-fold expansion since implementing a cloud-based job management system and mobile app from BigChange. The 6-in-1 system is helping the Leeds-based company as it expands services and diversifies into new markets. “‘where are you?

Books 59

Books 2018 Customer Relationship Management 2013 59

Gainsight

APRIL 8, 2024

By leveraging data analytics and predictive modeling, companies can identify potential issues and address them earlier, thus enhancing customer satisfaction and loyalty. Through advanced segmentation and automation tools, companies can deliver personalized experiences at scale , strengthening customer relationships and driving revenue growth.

Customer Success 52

Customer Success Engagement Customers Insights 52

ShepHyken

NOVEMBER 30, 2021

system of management, the founder of Bain & Company ‘s?Loyalty?practice, They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth. But, in the age of cookies, click rates, and measurable eyeball hang times, is a company’s NPS still relevant? Net Promoter® ?system

Net Promoter Score 69

Net Promoter Score NPS Books Loyalty 69