Eptica

MARCH 28, 2018

Date: Wednesday, March 28, 2018 Why it is time to calculate the ROI of VoC programs. Published on: March 28, 2018. Author: Olivier Njamfa Businesses have been running Voice of the Customer (VoC) programs for some time , but in many cases overall customer satisfaction has actually deteriorated.

ROI 65

ROI Net Promoter Score E Commerce Return on Investment 65

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success.

Multi-Channel 49

Multi-Channel 2018 2017 Airlines 49

ProProfs Chat

DECEMBER 23, 2019

Customer experience metrics have penetrated most organizations. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. This allows you to boost customer satisfaction and keeps customers delighted.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Eptica

FEBRUARY 13, 2019

Companies today face two key imperatives – meeting growing customer expectations and ensuring they operate efficiently and effectively. Financial services – leading international customer credit company Situation: Operating across Europe, this brand has 9.3 million customers. Share this page on: Tweet.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Eptica

JUNE 27, 2018

Date: Wednesday, June 27, 2018 Author: Olivier Njamfa - CEO & Co-Founder What does CX actually mean? Published on: June 27, 2018. Author: Olivier Njamfa - CEO & Co-Founder Everyone talks about the importance of the customer experience – from CEOs downwards. How can brands match customer expectations around knowledge?

Social Media 55

Social Media 2018 Poor Customer Service Customer Satisfaction 55

Call Experts

DECEMBER 12, 2019

Our solutions ensure customer satisfaction, maximized revenue, and optimized protocols. There is no doubt that customers expect 24x7 service and support during the holidays, so rely on the Experts. . How to Provide Personalized Customer Service. Customer Journey Mapping. Do you have the answers?

Contact Center 69

Contact Center Call Center 2018 Customer Journey Mapping 69

CSM Magazine

NOVEMBER 11, 2020

The report identifies five transformative trends that will become mainstay in 2021, as more companies turn to conversational support to efficiently manage high conversation volume and exceed customer expectations. The report is based on a survey of nearly 600 customer support leaders from B2B and B2C organizations.

2021 52

2021 B2C 2011 B2B 52

Kayako

SEPTEMBER 20, 2018

In the B2C setting, it makes sense to map the customer journey and plan sales enablement solutions and customer experience training around that. To deliver a great customer experience, you must be willing to invest in training and this should not be restricted to customer service teams alone.

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

CSM Magazine

JULY 2, 2020

With this framework, businesses now have a proven approach to move beyond the customer support status quo and achieve better customer satisfaction and improved team efficiency and morale—all leading to stronger ROI.

2011 52

2011 Poor Customer Service Customer Journey 2018 52

AskNicely

SEPTEMBER 25, 2018

While it’s clear that executives should focus on only four or five key business initiatives—not try to do everything—one of those things should undoubtedly be championing customer satisfaction by supporting an advanced NPS program. While that seems non-quantifiable, using NPS to action customer feedback does just that.

Net Promoter Score 60

Net Promoter Score Customer Success NPS Culture 60

Eptica

DECEMBER 12, 2018

Date: Wednesday, December 12, 2018 Author: Pauline Ashenden - Marketing Manager How CX is central to Digital Transformation. Published on: December 12, 2018. Lead from the top, but involve everyone Customer experience requires strong leadership.

2018 65

2018 2022 Culture 2019 65

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Managing up and down Ideally you want to select a range of relevant metrics to evaluate the customer experience – relying on one alone doesn’t work.

Measurement 49

Measurement Net Promoter Score Customer Experience Average Handle Time 49

Second to None

MARCH 19, 2018

Creating a leading Customer Experience requires utilizing every tool at your disposal. Every moment along the customer journey can impact the way customer’s perceive your brand, including moments in which there isn’t even a direct interaction with an employee. Personalize each situation for the customer.

Voice of Customer 59

Voice of Customer Brands 2018 Customer Journey 59

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. The outcome has been an improvement in customer satisfaction scores across board and increased customer lifetime value. By Swati Sahai.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Feedbackly

SEPTEMBER 26, 2018

The answer will not be the same for everyone, but some companies are now betting on it – putting millions of dollars into improving their customer experience. While few companies have kept up with consumer expectations regarding customer experience in 2018, even fewer are prepared for the demands in the near future.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . On the selling (vendor) side, there are salespeople, customer support reps, accounting personnel, manufacturing, accounting, legal, and more.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

RapportBoost

DECEMBER 26, 2018

Tony: Customer preferences, cost, technology, and agent training are driving a lot of recent chat innovation. In a 2018 Customer Care report, McKinsey highlighted these four drivers and came to the conclusion that human agents will be more important than ever to contact centers. What trends are you seeing in the market, Tony?

Contact Center 40

Contact Center Metrics Sales 2018 40

GetFeedback

DECEMBER 21, 2018

Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. Churn is closely tied to customer satisfaction , and for obvious reasons. Institute of Customer Service ). 50% of customers naturally churn every 5 years.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

GetFeedback

AUGUST 14, 2019

is similar to the mechanism at work in a Customer Satisfaction Score (CSAT). Of all the satisfaction surveys out there, it’s easy to argue the CSAT is the most straightforward. A CSAT is a single question presented to a customer at a single moment, or moments, throughout a customer experience to gauge satisfaction.

Download 268

Download Customer Satisfaction Measurement 2018 268

Customer Bliss

JANUARY 26, 2018

“More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly.” This is a finding from the recently released LiveChat Customer Service Report 2018 , comparing results from 2017 to 2016. You need a strategy in place based off your customer journey.

2018 114

2018 Chief Customer Officer Touchpoint Customer Journey 114

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. In this blog, we will take a look at the different customer experience metrics, what they are, their strengths and weaknesses, and when to use. Five Common Customer Experience Metrics.

NPS 60

NPS Metrics Customer Experience Net Promoter Score 60

Pointillist

NOVEMBER 29, 2018

But it has also come under criticism, as it provides limited information on how to improve customer experience or even the factors that influence it. This blog post will show you step-by-step how to calculate NPS for your key customer journeys using journey analytics. Provides No Context of Customer Journeys.

NPS 45

NPS Net Promoter Score Banking Customer Journey 45

Thunderhead

JUNE 14, 2018

Behold: Five Practical Steps to improve Energy Customer Engagement : Recognise the Fundamental Customer Journeys. Fundamental’ journeys might include the onboarding of new customers, opening new accounts, updating account details, or seeking moving, bill explanation or payment information.

Engagement 40

Engagement Touchpoint 2018 Customer Satisfaction 40

Comm100

MARCH 1, 2018

In fact, the eDigital Customer Service Benchmark report pointed out that website visitors enjoy live chat more than other customer service channel. The statistics show that live chat has a 73% customer satisfaction level, as compared to email (61%) and phone with 44%. Free Download] Live Chat Benchmark Report 2018.

2018 42

2018 Contact Center E Commerce E-support 42

ijgolding

AUGUST 30, 2018

The study is completed using a consumer panel representative of the general population fielded in the second quarter of 2018. NPS AND SATISFACTION – Four brands made the top five in both the Net Promoter Score? BUILD A BETTER EXPERIENCE, SEE BETTER OUTCOMES – Customer expectations continue to rise.

Retail 66

Retail Net Promoter Score Customer Experience NPS 66

delighted

AUGUST 16, 2019

33% of consumers who ended their relationship with a company in 2018 did so because the experience wasn’t personalized enough. Digital customer experience management isn’t about simply managing specific digital channels and ensuring they work well. Digital customer journey mapping can help with this.

Customer Experience 55

Customer Experience Multi-Channel Touchpoint Social Media 55

NICE inContact

JANUARY 31, 2019

In fact, 50% of consumers today prefer starting on the web and the mobile app drives the highest Net Promoter Score among all channels ( 2018 CX Transformation Benchmark ). More than 2/3 of businesses today compete on customer experience and this is on the rise. . And… more and more consumers are going digital.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Government 74

ChurnZero

JANUARY 8, 2021

At Khoros, she will be responsible for the success across all stages of the Khoros customer journey and lead the company’s customer organization. “We Prior to joining SurveyMonkey, he served as VP of Customer Success at Neustar and SVP of Worldwide Professional Services at Aspect Software. Follow Ken on LinkedIn. .

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

ProProfs Chat

DECEMBER 14, 2018

Doing so lends greater context into the experience or customer satisfaction with the company or support team. Ease of use on the employees and more time dedicated to helping more customers. Customer satisfaction comes great with constant yet, quick customer support. Today is the era of instant gratification.

Net Promoter Score 94

Net Promoter Score Fashion Metrics Customer Satisfaction 94

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. Evaluate Resources. Resources” often means budget.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Comm100

FEBRUARY 13, 2018

The ugly truth is that beyond meeting customer expectations, delighting customers has a minimal impact on loyalty. In fact, customers are more likely to punish a company for poor service than they are willing to patronize a business because of exceptional service. How does your organization view customer service?

Call Center 41

Call Center 2005 Social Media Loyalty 41

Chattermill

OCTOBER 20, 2019

According to The 2018 State of Chatbots Report , users depend upon a chatbot for the following: Finding an immediate resolution when dealing with an urgent situation (37%). Thus, using chatbots for customer support has dual advantages in terms of reduced costs and heightened customer satisfaction. Conclusion.

Omnichannel 40

Omnichannel Magazine Competitive Advantage Customers 40

Pink Guava

OCTOBER 31, 2018

In our last blog, titled ‘Stellar Customer Experience’ we have briefly touched upon what you could still do in 2018 and make Customer Experience work for your organization. Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer.

Customer Experience 45

Customer Experience Metrics Measurement Definition 45

Customer Guru

JULY 10, 2018

Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers. Also, in this fast-paced world, customers expect responses promptly.

Social Media 115

Social Media Customer Experience Advertising 2014 115

Eptica

NOVEMBER 7, 2018

Date: Wednesday, November 7, 2018 Author: Olivier Njamfa - CEO & Co-Founder 3 ways to deliver real value from Voice of the Customer insight. Published on: November 07, 2018. How can brands transform this and get real business value from the Voice of the Customer?

Customer Insights 66

Customer Insights Insights E Commerce Social Media 66

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Introduction.

2018 40

2018 2017 Customer Service Social Media 40