ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them. Innovation — Creating Mutual Value.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

Qualtrics

SEPTEMBER 23, 2020

As consumer behavior zigzags in response to COVID-19, customer experience gaps have emerged more dramatically and rapidly than ever. With a quarantine-driven shift to digital and the sudden surge of calls to customer care centers, customer experience programs have not kept up.

Net Promoter Score 48

Net Promoter Score Culture Download Social Media 48

Lumoa

MARCH 12, 2023

Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. But customer feedback and insights are often the least accessible information in a business. Actionable insights and learnings that help your business grow. The result?

Customer Experience 83

Customer Experience Customer Journey Mapping NPS Consulting 83

Pointillist

APRIL 26, 2018

Around one in three respondents highlight a lack of single customer view and real-time customer insights as something holding them back from CX optimization , making it the most frequently experienced customer experience challenge. Barriers to Creating a Single Customer View. Let’s take a detailed look.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Qualtrics

OCTOBER 22, 2021

“The first thing our Ops teams look at in the morning is our order experience survey. Working with commonFont and implementing the Segment-Qualtrics integration was one of the best decisions I made standing up our CX program.

Touchpoint 26

Touchpoint Events Reference Feedback 26

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

2020 132

2020 Customer Experience Magazine Consulting 132

Comm100

DECEMBER 1, 2017

Agents that are happier can better care for customers, inspiring loyalty through quality service. Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). Gaining customer insights from digital touchpoints (3.94/5).

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Think Customers

OCTOBER 11, 2021

Voice of the customer (VOC) solutions can integrate most customer feedback: from voice recordings, chats, emails, agent notes, digital footprint, social commentary, and surveys to their shopping behavior and characteristics. Open-ended questions can reveal amazing insight. How to improve NPS. Act on CX findings.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

Lumoa

AUGUST 3, 2021

Taking the time to gain customer insight can also help craft tactical initiatives and prioritizes where your team needs to spend their energy to avoid burnout. For example, something like a sign-up involves customer care, design and marketing, and sales.

Customer Journey 103

Customer Journey Customer Experience Customer Journey Mapping Touchpoint 103

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines.

CEM 40

CEM 2015 E-support Customer Centricity 40

Comm100

DECEMBER 11, 2017

Live chat is especially popular among online retailers who don’t want to let customers slip away if they’re the least bit interested. Some providers allow co-browsing, where the customer care agent takes temporary control over the user’s browser and provides technical troubleshooting or directs them to pages where they will find resources.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Arie Goldshlager.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. Arie Goldshlager.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Help Scout

JUNE 22, 2021

Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. 80% of companies use customer satisfaction scores to analyze customer experience and improve it. 72% of companies believe they can use analytics reports to improve the customer experience.

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

Tricia Morris

AUGUST 21, 2015

According to a recent Forrester survey, the biggest challenges cited by brands today in customer relationship management are: (1) creating a single view of customer data and information, (2) managing data quality, and (3) creating customer insights to drive decision making. Discard the latter. (3)

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111