Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. So, without further ado… Why is NPS important?

NPS 83

NPS Net Promoter Score Banking CEM 83

SurveySensum

NOVEMBER 28, 2023

Have you ever launched an NPS or CSAT survey and wondered – ‘What am I going to do with all this data?’ If you did, then this blog is for you and everyone who struggled with What to do with this feedback? How to analyze it? How to make it actionable? And how to respond to the customers?

Automotive 52

Automotive NPS Feedback Touchpoint 52

Kustomer

DECEMBER 29, 2020

I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. From both a personal and professional perspective, it is undeniable that the past year has brought immense challenges, and you wouldn’t be alone to wish it was all just a fever dream. Speed and Efficiency Beat All.

2020 105

2020 E Commerce 2021 Consumers 105

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

Alida

JANUARY 18, 2017

All of that’s about to change. While there are differing points of view on how quickly this will happen, there’s little doubt it’s coming. In the meantime, while personal vehicles continue to bring joy to those of us who love driving, they can also bring stress and frustration. Photo: https://ark-invest.com/.

Automotive 179

Automotive Retail Competitive Advantage Customer Satisfaction 179

PeopleMetrics

DECEMBER 12, 2017

While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. while CEMs tell you why it's happening (why do prospects convert. or not, why do customers return.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

UJET

DECEMBER 17, 2019

Then the advent of the smartphone added high-speed data connections, camera, location and motion sensors, giving consumers the ability to communicate through various methods interchangeably, not only channels, as they preferred. In today’s world, it would be prudent for businesses to first look at consumer demographics.

Customer Service 74

Customer Service Customers Connections 2019 74

Kustomer

JANUARY 7, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to create a personalized, data-driven customer experience. Learn how Steven does so by listening to the podcast below.

Customer Experience 88

Customer Experience Advertising Customers Brands 88

SaleMove

AUGUST 16, 2018

Technology can deepen this chasm by frustrating potential customers—or it can build a bridge by surpassing their expectations. Technology can deepen this chasm by frustrating potential customers—or it can build a bridge by surpassing their expectations. Marshall Your Facts—In Their Favor. And who wouldn’t want that?

Culture 102

Culture Omnichannel Financial Technology 102

Lumoa

OCTOBER 31, 2018

We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of now? How to overcome those challenges? Read the full answers of the experts below.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

NetBase

JUNE 16, 2020

There’s a short list of “must have” items that every brand needs to succeed, and the right social intelligence tools certainly dominate much of it these days. So, we compiled a list of the social intelligence tools that will help you navigate today’s tricky social media landscape. About Social Intelligence Tools. NetBase Quid

Brands 60

Brands Social Media Metrics Consumers 60

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. If you are new to C3Centricity then welcome, glad you could join us. Is Packaging Part of Product or Promotion?

Customer Centricity 71

Customer Centricity Article 2020 Hospitality 71

NICE inContact

OCTOBER 15, 2018

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. Can your contact center keep up with changing consumer demands? Consumers in all regions are most satisfied with online chat with a live agent, compared to ten other channels evaluated.

Contact Center 49

Contact Center Consumers 2018 2017 49

ProProfs Chat

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. That’s the true essence of customer service experience. Theodore Roosevelt.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Up Your Service

JULY 16, 2018

This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust. Your Service is a long-term and satisfied customer of Salesforce. Customer Expectations are Hitting All-Time Highs.

Connections 67

Connections Insights Culture B2C 67

NetBase

SEPTEMBER 8, 2020

And this realization has emerging trends around remote work on the rise, and has brands rethinking how to use abandoned office space – assuming they’ll use it at all! Some businesses have big plans, while others seek an exit strategy. Adapting to the new norm – malls and office buildings reimagined.

Brands 67

Brands 2005 Social Media 2016 67

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Either way, we’d like to thank you all for your support in 2020. Is Packaging Part of Product or Promotion?

Customer Centricity 62

Customer Centricity 2020 Hospitality Article 62

Avaya

FEBRUARY 13, 2018

I’ve been through quite a few technology trends in my career, and to say Artificial Intelligence (AI) is one of the hottest may be an understatement. Avaya recently announced Avaya Ava ™, our cloud AI solution that supports your customers who use social media, chat and messaging channels to engage with you. Why start there?

Contact Center 67

Contact Center Customer Engagement Engagement Social Media 67

Totango

OCTOBER 22, 2020

When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape. Aided by this software, your escalation management framework can be vigilant towards these indicators: 1.

Management 64

Management Net Promoter Score Effort Score Customer Success 64

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. There is no denying that it is critical to business success. Do follow these experts to learn from the best in business! But as a CX enthusiast, where do you start?

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Stella Connect

DECEMBER 13, 2021

Customer service will once again be an integral part of your CX strategy in 2022, but what you did in the last year shouldn’t be exactly what you do in the year ahead. And if your brand can’t do that, customers will vocalize their experiences for the world to see. Here’s how to meet and exceed customer expectations in 2022. #1.

Customer Expectations 52

Customer Expectations 2022 Effort Score Fashion 52

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. Your success in life isn’t based on your ability to simply change. Your success in life isn’t based on your ability to simply change. How will COVID-19 affect Customer Experience?

Customer Experience 52

Customer Experience Social Media Banking Healthcare 52

Solvvy

DECEMBER 16, 2019

But what are they looking for in a good customer support experience, and what role can artificial intelligence play in increasing customer satisfaction? . This technology has been in use in some form since the 1970s, and grown far more common in the past decade. Replacing human customer service agents with IVR technology: Bad idea.

Presentation 48

Presentation Customer Service Brands Technology 48

CSM Practice

FEBRUARY 20, 2020

A handful number of customers at this level means that customer success teams can identify most customers by name, describe their expected business outcomes, and predict at-risk and successful customers. Why Should Customer Success Be Obsessed with Data? At this stage, the customer success team has data but does not put it to good use.

Customer Success 52

Customer Success Engagement 2014 Customer Centricity 52

Up Your Service

JULY 16, 2018

This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust. Your Service is a long-term and satisfied customer of Salesforce. Customer Expectations are Hitting All-Time Highs.

Connections 40

Connections Insights Culture B2C 40

ReviewTrackers

AUGUST 24, 2017

Read more of his articles over on the Access Loyalty Blog. Customers and Your Business: Love at First Sight? Movies and novels throughout history have convinced us that there is such a thing as “love at first sight.”. And you know what: it’s true! Roughly half of all marriages end in divorce, after all.

Social Media 50

Social Media Loyalty 2014 Connections 50

Amity

SEPTEMBER 25, 2017

HelloSign is powering the future of intelligent business. Amity sat down with Maranda Dziekonski , HelloSign's VP of Customer Operations, to chat about all things Customer Success: data, churn, team management, and much more. Can you tell us about your responsibilities at HelloSign?

Customer Success 0

Customer Success B2C NPS E-support 0

Wootric

JUNE 13, 2019

Since you’re here on the Wootric blog, you probably already know that providing a high-quality experience to your customers is vital to your business. You may have even begun investing in improving your brand’s customer experience in a variety of different ways. What is Customer Experience Enablement?

Customer Experience 69

Customer Experience Communication CEM B2B 69

CXApp

AUGUST 7, 2018

Any organization or business that intends to deliver a successful and satisfying customer experience program will need some quantitative way(s) to monitor and measure interactions. How do you know, for example, that your customers are enjoying their experiences as opposed to loathing them? To understand you need data.

Metrics 40

Metrics Insights Net Promoter Score Social Media 40

CXApp

AUGUST 7, 2018

Any organization or business that intends to deliver a successful and satisfying customer experience program will need some quantitative way(s) to monitor and measure interactions. How do you know, for example, that your customers are enjoying their experiences as opposed to loathing them? To understand you need data.

Metrics 40

Metrics Insights Net Promoter Score Social Media 40

Oracle

DECEMBER 17, 2020

Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Episode 4 was all about our communities, the constituent experience in the public sector, and how digital technologies enable all teams to connect in safe, scalable, and personal ways. Open data interfaces.

Government 52

Government Banking 2020 E-support 52

Helpware

AUGUST 13, 2018

The term “customer experience” is making its way into the popular business vernacular today, however, it seems as if many individuals are using the term without fully understanding the true meaning. Customer experience encompasses a variety of different kinds of interactions between consumers and businesses.

Customer Experience 40

Customer Experience Consumers Feedback Customer Retention 40

Gainsight

OCTOBER 17, 2019

In this same report , it was also determined that the average business employee uses eight different SaaS tools to do their daily operations. Who are the people that most directly make these systems work every day to drive our businesses? If your admins struggle, your account relationships will struggle as a result.

Metrics 40

Metrics Customers 2018 Blog 40

ijgolding

MARCH 20, 2018

I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true. Tell me about your background. I found it fascinating to think about how you could build your brand by how you served and communicated with your customers.

Culture 61

Culture 2004 Customer Journey Mapping Customer Centricity 61

Avaya

JUNE 21, 2016

If you’ve been following Avaya’s news over the past few months, you may recall that in March we talked about customer service being the new competitive battleground, and how Avaya is helping customers win the battle. It’s clear customer experience is driving every major business decision for most enterprises, and for good reason.

Multi-Channel 45

Multi-Channel Social Media Contact Center 2015 45

Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Gabe and Nate provide valuable insights on change management and how companies can evolve and thrive in the new market.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

SmartKarrot

DECEMBER 13, 2021

When we talk about intelligent virtual assistants, the first name that comes into our minds is Amazon’s Alexa, Microsoft’s Cortona, or Google Assistant. . Of course, intelligent assistants have become a talk across the globe in recent times. There has been an increased usage of intelligent assistants to simplify many tasks.

Omnichannel 10

Omnichannel Loyalty Customer Success ROI 10