Second to None

MARCH 16, 2018

Customers are interacting with brands via digital channels at a higher rate than ever before, making it essential that you have systems in place to provide a high-level value within these avenues. Just to provide few examples, according to a KPMG study (2017) there is a positive correlation between CX and financial results.

2018 63

2018 Customer Experience 2017 Customer Satisfaction 63

Second to None

APRIL 4, 2018

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. Our solutions are developed on the basis of solid research and statistical science.

Retail 54

Retail 2017 2018 Voice of Customer 54

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. Brands have a lot of work to do to meet these expectations.

Social Media 69

Social Media Customer Service 2018 Brands 69

Lumoa

JANUARY 11, 2022

In simple words, NPS software is a tool, that helps businesses measure and track NPS results and get in-depth insights from customers. Reasons To Invest in an NPS Software Their perspective represents their sentiments regarding your brand, products, services, and business model. NPS surveys or full NPS analytics?

NPS 103

NPS Net Promoter Score Feedback Multi-Channel 103

Second to None

APRIL 11, 2018

Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers. ” Johnson finds a strong positive relationship between employee satisfaction and customer satisfaction. .

Customer Experience 54

Customer Experience 2018 Voice of Customer 2017 54

Second to None

APRIL 18, 2019

In an effort to reach customers in a way that resonates with the current standards, influencer marketing came into existence. Influencer marketing is a marketing strategy in which brands leverage the clout, or following, of popular social media presences to market their product or service through consumer-relevant channels.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

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. Three words: voice of customer.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Customer Guru

FEBRUARY 20, 2018

In a candid chat with Customer Guru, Ms. Iyer opines that every brand must provide a great experience to the customers without which it would remain just an average brand. She also discusses why customer experience, in today’s times, is truly the new branding.

Marketing 78

Marketing Customer Centricity Metrics 2017 78

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. So what does the year hold for customer service?

2018 63

2018 Social Media E Commerce E-support 63

Second to None

APRIL 2, 2018

Establishing a level of Customer Experience performance that contributes to high retention rates will ultimately be the differentiator between your brand and the competition. Omnichannel means delivering a strong brand experience wherever your customers find you. Monitor any mentions of your brand on social media.

Omnichannel 54

Omnichannel Brands Voice of Customer Customers 54

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. by David Cooperstein C.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Second to None

APRIL 8, 2019

Their role is highly influential over your brand’s reputation and customer loyalty. Take the time to ensure that your customer service team is well-trained and prepared to act as the face of your company. The Unprofessional Customer Service Representative. 1] [link]. [2] 2] [link]. [3] 3] [link]. [4]

E Commerce 82

E Commerce Customer Service Representative Fashion Poor Customer Service 82

Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. The best brands, according to the TeleSign CEO, give the right message at the right time in the right way. Its response was acquiring TeleSign in the spring 2017. Texting fits the bill as an easy to use communication platform.

2005 48

2005 Telecommunications 2018 Voice of Customer 48

Second to None

FEBRUARY 19, 2018

Personalization can serve as a differentiator for your brand’s Customer Experience platform, but there is a fine line between providing a uniquely specific service and creating an invasive perception of your brand. Customer segmentation will only get you so far. Do your customers trust you?

2018 59

2018 Retail Brands Consumers 59

Storyminers

MAY 21, 2020

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together.

Culture 59

Culture Voice of Customer Fashion 2017 59

Second to None

FEBRUARY 4, 2020

Advanced technology has served as a disrupting factor in most industries, but it has been especially impactful for grocery brands. We are witnessing revolutionary changes to brick-and-mortar store layouts, customer relationship building efforts, and the overall value proposition to the customers they serve. About Deloitte.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. by David Cooperstein C.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Think Customers

OCTOBER 4, 2019

New research finds that customers increasingly want their voices heard by brands, literally. The study highlighted the growing popularity of conversational assistance and the business benefits the marketplace is seeing as a result.

ROI 53

ROI Automotive Insurance 2017 53

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link] /. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. Thanks to Nadia Cameron for a great interview!

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together.

Culture 40

Culture Voice of Customer Fashion 2017 40

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? Three words: voice of customer.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Strativity

JULY 18, 2018

At the top of Forrester’s 2018 prediction is the claim that Customer Experience (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and implementing quick wins. You need to look no further than the April 7, 2017 incident on that United flight.

Net Promoter Score 40

Net Promoter Score 2018 Touchpoint 2017 40

CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX.

Feedback 47

Feedback Touchpoint 2017 Brands 47

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. I have waited until the dust has settled from 2017 before giving my views on what might lie ahead this year. Time and time again, we hear that customers want to feel more valued, more appreciated.

2018 40

2018 Net Promoter Score NPS 2017 40

ERDM

JANUARY 22, 2019

THE FOUR UNIVERSAL TRUTHS OF CUSTOMER EXPERIENCE ERDM Corp conducted over 16,000 hours of in-depth, hour-long research interviews with the customers and prospects of clients such as IBM, Microsoft, QVC and 10X Genomics. In spite of privacy concerns, customers are willing to provide deep explicit data to get improved CX.

Customer Experience 53

Customer Experience Sales Customers ROI 53

CX Journey

DECEMBER 27, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What's going on?

Feedback 47

Feedback Metrics Culture Customer Retention 47

ERDM

JANUARY 22, 2019

THE FOUR UNIVERSAL TRUTHS OF CUSTOMER EXPERIENCE ERDM Corp conducted over 20,000 hours of in-depth, hour-long research interviews with the customers and prospects of clients such as IBM, Microsoft, QVC and 10X Genomics. In spite of privacy concerns, customers are willing to provide deep explicit data to get improved CX.

Customer Experience 49

Customer Experience Sales Customers ROI 49

COPC

NOVEMBER 13, 2019

driving products and operations with customer experience, Du Duo has led the centre to offer standard, transparent and consistent services to customers, helping to make Shouqi Limousine and Chauffeur a brand that stands out with quality and warmth. voice of customers is the main responsibility of the customer centre.” .

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Consulting Transportation 8