BirdEye

DECEMBER 1, 2020

Customers tell businesses exactly what they want and how they want the business to make them feel when they interact with them in their feedback. It’s almost like the blueprint to fantastic customer experience is handed out. Why then do so many businesses struggle to provide that perfect experience that their customers expect?

Customer Experience 98

Customer Experience NPS Customer Journey Touchpoint 98

Customer Bliss

NOVEMBER 10, 2016

When you get to that period in between Thanksgiving and Christmas at most offices, there’s a lot of year-end fiscal closeout rush, but usually the annual planning is done by then. If your company is in that boat, consider this post. It absolutely must begin with the customer asset. Here are a few approaches.

Leadership 118

Leadership Metrics Customer Journey Consulting 118

Customer Bliss

APRIL 27, 2016

Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area. Empathy, or your ability to connect with others. Collegiality, or your tendency to collaborate and stay transparent. Put yourself in their shoes.

Leadership 173

Leadership Social Media 2016 Customers 173

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer. They built their business to connect with customers at scale.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

Customer Bliss

SEPTEMBER 8, 2016

Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” ” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets. It’s your narrative.

2010 141

2010 2013 Customers Presentation 141

SurveySensum

APRIL 16, 2024

From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. Inefficiencies arise in the form of silos between functions, expectations are unclear with no one listening, and feedback goes unnoticed.

Social Media 52

Social Media Demo Feedback Communication 52

Customer Bliss

MARCH 26, 2015

Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. The problem is these disconnected actions don’t amount to anything significant for customers. Will leaders be okay with someone (other than themselves) driving consensus on customer strategy and deliverables?

Chief Customer Officer 183

Chief Customer Officer Metrics Roadmap Connections 183

ClearAction

NOVEMBER 5, 2017

Customer Experience Vision Silos Dictate Value Lynn Hunsaker. Does your vision for customer experience match your customers’ vision? If yes, then you’re on your way to customer-centricity, and the growth touted by customer experience management. This becomes your brand promise.

Customer Experience 69

Customer Experience Net Promoter Score Customer Centricity Culture 69

Team Support

DECEMBER 6, 2022

Customer support demand is always growing larger and larger. As your customers expect more and more from your business, it’s likely that your business will be hard-pressed to deliver speed and quality service that meets their expectations. Bad automation can hurt your business. Ticket deflection.

Customers 52

Customers Demo Customer Satisfaction Customer Expectations 52

ClearAction

FEBRUARY 27, 2016

As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Context is the mantra for making something strategic.

Marketing 98

Marketing Metrics Connections Customer Retention 98

ChurnZero

AUGUST 20, 2021

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.”

Customer Success 98

Customer Success Customers Metrics Communication 98

Oracle

JANUARY 29, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Episode 6 featured the “godmother of Customer Experience,” Jeanne Bliss, founder of CustomerBliss.

2020 64

2020 Chief Customer Officer Metrics Brands 64

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. However, while businesses know they need to be customer-centric, achieving it consistently is not always easy.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Kustomer

SEPTEMBER 2, 2020

In case you missed it, last week Kustomer hosted a series of events all around switching from traditional ticketing systems to a modern CRM for customer service. The week was action-packed, filled to the brim with insights from Kustomer executives and customer-centric brands like Lulus and Ritual. The result?

Omnichannel 52

Omnichannel E Commerce E-support Events 52

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? Or worse, something in-between. First, when introducing new products and services to existing customers, details and nuances get lost in transition.

Sales 68

Sales Workshop Customer Confidence Touchpoint 68

BirdEye

MARCH 9, 2021

Marketers at multi-location businesses have arrived at a true inflection point in which the world of customer acquisition and retention as we once knew it has rapidly shifted. Now new customers instead find the businesses they patronize through searches, social, online listings and referrals. What is Experience Marketing?

Marketing 72

Marketing Multi-Channel Net Promoter Score Customer Centricity 72

Qualtrics

MARCH 13, 2020

Frustrating contact center experiences like explaining your issue over and over again, or being handed from agent to agent are usually caused by data silos. Find out how a few simple changes to your set-up can deliver better experiences to customers and agents. Put yourself in the customer's shoes.

Contact Center 37

Contact Center Social Media Omnichannel Call Center 37

InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 260

Customer Expectations 2024 Touchpoint Omnichannel 260

One Millimeter Mindset

FEBRUARY 21, 2019

Your stakeholder someones just may really be doing the selling in your organization. Stakeholders someones inhabit your organization. They keep you looking good in your clients’ eyes. Your organization’s and your clients’ A customer acquisition and retention ecosystem exists. Why is that?

Workshop 65

Workshop Customer Retention Sales Communication 65

Kustomer

SEPTEMBER 18, 2020

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer. They built their business to connect with customers at scale.

Customer Experience 52

Customer Experience E-support Omnichannel Contact Center 52

ClearAction

FEBRUARY 27, 2016

As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations are still grappling with. Connect People.

Marketing 59

Marketing Metrics Connections Customer Retention 59

ChurnZero

AUGUST 20, 2021

If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.”

Customer Success 52

Customer Success Customers Metrics Communication 52

Kayako

SEPTEMBER 1, 2016

That’s why we introduced collaborators as a user role in Kayako—to help our customers work better together and break down silos between their teams. We believe customer service is an all-hands sport and a great customer experience can’t happen if collaboration is a pain point. Let’s use an example.

Sports 48

Sports 2016 Demo Customers 48

ClearAction

SEPTEMBER 10, 2018

How to “Center” Your Business on Customer Experience Excellence Lynn Hunsaker. Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. After all, when customers quit buying, all the rest becomes irrelevant.

Customer Experience 48

Customer Experience ROI Customer Centricity Financial 48

ClearAction

MAY 3, 2019

Digital experience in today’s 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and business protocols to empower employees and customers to be happier and more productive. It’s grossly insufficient to connect databases and software systems as your digital strategy.

Leadership 48

Leadership Customer Centricity Metrics Technology 48

Eptica

MAY 22, 2019

Date: Wednesday, May 22, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why sharing customer intelligence is vital to CX success. However, this can be difficult for many brands as departmental silos hamper collaboration, meaning that information is not shared and issues remain unresolved. Published on: May 22, 2019.

2019 60

2019 NPS Fashion Customer Satisfaction 60

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. Without a single customer view and real-time insights, organizations struggle to deliver the quality experiences that customers are looking for today.

Customer Experience 72

Customer Experience Events Touchpoint Customer Journey 72

Education Services Group

APRIL 1, 2020

Building a Customer Success Organization is no easy task. Make no mistake, there is big difference between adding CS to a company org chart vs. building a scalable operationalized practice. Because CS does not operate in a silo, you’ll need the support of cross-functional leaders to ensure systematic success. Let me rephrase.

Customer Success 52

Customer Success NPS Customers Metrics 52

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. The key is delivering a customer experience that engages consumers and builds loyalty, particularly online. Published on: November 21, 2018.

Net Promoter Score 62

Net Promoter Score E Commerce Retail 2018 62

Solvvy

OCTOBER 25, 2022

You can take various approaches to measure customer satisfaction levels. Others may focus on a particular aspect, such as customer service or product quality. . However, calculating a customer satisfaction index for your business allows you to do both. What Is the Customer Satisfaction Index? .

Customer Satisfaction 62

Customer Satisfaction Measurement NPS Metrics 62

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. Data is gold.

Social Media 260

Social Media Insights Metrics Loyalty 260

Lithium

JUNE 11, 2019

Customers are the heart and soul of every business. In today’s market, customers expect more from you than ever. They want to connect with you when they need you, and they don’t care how your systems work or how your teams are siloed. That’s true customer engagement. They’re why we exist.

Connections 40

Connections Interaction Customer Engagement Technology 40

Lithium

JUNE 11, 2019

Customers are the heart and soul of every business. In today’s market, customers expect more from you than ever. They want to connect with you when they need you, and they don’t care how your systems work or how your teams are siloed. That’s true customer engagement. They’re why we exist.

Connections 40

Connections Interaction Customer Engagement Technology 40

Lithium

JUNE 11, 2019

Customers are the heart and soul of every business. In today’s market, customers expect more from you than ever. They want to connect with you when they need you, and they don’t care how your systems work or how your teams are siloed. That’s true customer engagement. They’re why we exist.

Connections 40

Connections Interaction Customer Engagement Technology 40

ijgolding

FEBRUARY 26, 2019

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. But let them down and your revenue shrinks instead.

Feedback 85

Feedback Financial Measurement Customer Satisfaction 85