Eptica

JUNE 13, 2018

There’s actually a hierarchy of interlinked CX measurement metrics that support each other. For example Ed Thompson talks about the importance of monitoring high level business outcome metrics that measure the organizational maturity and sustainability of a customer centric culture. CX is an ongoing process.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Second to None

FEBRUARY 14, 2018

To learn more about some common customer service trends, check out the following list of six created by Jonathan Steiman for Forbes. This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing.

2018 63

2018 Social Media E Commerce E-support 63

Comm100

DECEMBER 1, 2017

Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” Successful Brands Are Customer-Centric.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Strativity

APRIL 27, 2023

This article was written by James Lanyon, EVP, Strategy & Innovation ( james.lanyon@materialplus.io ) , and Sean Eidson, VP, Strategy & Innovation ( sean.eidson@materialplus.io ) at Material. Material works with some of the largest and most innovative restaurant brands. james.lanyon@materialplus.io materialplus.io

2022 52

2022 E-support Roadmap Download 52

Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. Material works with some of the largest and most innovative restaurant brands. You see our work every day for brands like Starbucks, Pizza Hut, Chuck E.

2022 52

2022 Roadmap Customer Relationships Brands 52

CX University

FEBRUARY 20, 2018

How to Let Customer-Centricity Take Over Every Layer of the Organization. Customer experience is the practice of making and maintaining happy customers, which requires much more than a good price. Everyone helps shape the customer relationship in some way that will ultimately become perceptible. March 2017.

Customer Experience 68

Customer Experience E-support 2004 Customer Centricity 68

ProProfs Chat

JULY 30, 2021

Consider these crucial statistics: Accenture survey shows that 66% of customers value transparency as one of the most attractive qualities in a brand. Stackla research brings forth the fact that 86% of customers look out for brand authenticity before they support a brand. b) E-Commerce Industry – AMAZON.

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

LiveChat

FEBRUARY 27, 2018

Anyone who has managed an e-commerce business knows how difficult it is to sell online and boost returns on investment. Even the best online sellers have to constantly innovate in order to sustain their sales growth. This is where e-commerce website tools come handy.

E Commerce 53

E Commerce E-support Social Media 2025 53

CX University

APRIL 26, 2018

Though still a small sub-culture in the business world, decentralization of power has become increasingly prevalent, especially among the world’s fastest growing, customer-centric companies. We have seen successes and failures, trials and tribulations.

Customer Experience 74

Customer Experience Government 2018 2015 74

Bold360

NOVEMBER 21, 2016

Dubbed “The Year of the Customer” by thought leaders and analysts back in Q1, 2016 is the year in which businesses are learning valuable lessons about the importance of placing the customer at the center of marketing, onboarding, and ongoing customer support processes. Sasha Tenodi. Wendy Glavin. Jess Tiffany.

2016 111

2016 2017 Customer Experience Social Media 111