Thematic

APRIL 12, 2023

If you haven’t got any insight into what your customers think about your product, then what are you doing? NPS surveys aren’t always the best option to provide insights that will drive action. When possible, tell your customers that you're doing something with their feedback.

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

InMoment XI

MARCH 6, 2024

According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. Customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Often, CRM systems are the tools used to track important customer data and feedback metrics.)

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

FEBRUARY 12, 2024

What is Integrated Customer Experience (CX)? Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers.

NPS 260

NPS Net Promoter Score Effort Score ROI 260

InMoment XI

MARCH 25, 2024

According to Forrester, fewer than 10% of enterprises are advanced in their insights-driven capabilities. By equipping your organization with predictive analytics tools, you can gain rich insights into customer behavior, make data-driven decisions, and optimize business operations. What is Predictive Analytics?

Customer Experience 260

Customer Experience Social Media E Commerce Retail 260

SurveySparrow

JULY 20, 2023

Get this – your customers are talking, whispering, and sometimes even shouting out the secrets to your business’s success. Every interaction, every click, every purchase, they’re leaving a trail of breadcrumbs known as ‘Customer Experience Insights.’ What is Customer Experience Insights?

Insights 52

Insights Customer Experience Social Media Customer Centricity 52

Alida

APRIL 5, 2017

Long after the Affordable Care Act spurred a shift from fee-for-service to value-based , patient-centric care, many health care providers are still at a loss. What exactly does “patient-centric” care mean? Enter: The kings of customer-centric service, interaction and engagement—retail brands.

Retail 154

Retail Customer Base Rewards Programs Insurance 154

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Your business can develop customer-centricity DNA.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

PeopleMetrics

JANUARY 19, 2018

The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. The pharmaceutical industry serves a customer base made up of people with one common, pressing concern - the patient.

Customer Centricity 93

Customer Centricity Healthcare Customer Experience Multi-Channel 93

SurveySensum

FEBRUARY 9, 2024

The insights you gain from the process can lead to informed decision-making and sustainable growth. Here are seven tips to ensure your market research endeavors yield meaningful and accurate results and insights. This holistic understanding forms the foundation of customer-centric strategies.

Insights 52

Insights Marketing 2022 Reference 52

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar?

Customer Satisfaction 52

Customer Satisfaction Insights Marketing Exceptional Customer Service 52

SurveySparrow

JUNE 20, 2023

Organization use the potent tool known as the Customer Experience Dashboard to measure and improve the Customer Experience journey in an efficient manner. Hence, this article will discuss what a Customer Experience Dashboard is, how to use it effectively, and how it may offer insightful customer data.

Insights 52

Insights Net Promoter Score Customer Experience Social Media 52

InMoment XI

OCTOBER 31, 2023

With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before. It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape.

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this?

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

NICE inContact

OCTOBER 16, 2019

But there are only so many hours in the day, so how do you scale a highly connected, customer centric culture in your contact center , with limited budget? Here are some considerations as you look to scale a customer centric culture in your contact center. Get ready for digital-first customers.

Contact Center 48

Contact Center Customer Centricity Culture Omnichannel 48

InMoment XI

NOVEMBER 20, 2023

How AI can improve Customer Experience (CX) Artificial Intelligence for Customer Experience is the use of technology and machine learning to enhance customer experiences. AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

SurveySensum

NOVEMBER 22, 2023

Let’s make your website a place customers would love to visit and return to! Their feedback will help you identify areas of improvement, and working on those not only boosts customer satisfaction but increases sales as well! Use the insights to refine and enhance the form’s design and usability.

Feedback 52

Feedback Customer Insights Insights E Commerce 52

Optimove

JANUARY 11, 2024

As one of the foremost authorities on customer relationship marketing, as well as a Senior Fellow at the Wharton School and Chief Strategist at Google, Hoyne will share valuable insights and practical tips with top marketers during the conference on March 20-21 at the Pullman London St. Pancras in London.

Connections 80

Connections 2024 Customer Centricity Events 80

Totango

JANUARY 2, 2020

As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance. Connect customer data points.

Insights 71

Insights Roadmap Customers Customer Success 71

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

Maz Iqbal

OCTOBER 2, 2014

Why is it that I prefer not to business with a customer-centric business? Which supermarket chain was applauded, by many, for its customer-centred way of doing business? What was held responsible for fuelling this customer-centred way of doing business? Allow me to share my answer by referring to the UK grocery market.

Customer Centricity 76

Customer Centricity 2014 Culture Customer Focused 76

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. With the advent of digital technology and social media, customer expectations are higher than ever. Businesses must navigate these waters carefully to build a loyal customer base.

Social Media 52

Social Media Multi-Channel Touchpoint Customer Centricity 52

Win the Customer

SEPTEMBER 12, 2023

For traditional businesses, this means bridging the gap between physical and digital realms to meet customers where they are. Implementing Advanced Analytics Utilizing data analytics can unlock valuable insights about customer behavior, preferences, and pain points. Cultivating a Customer-Centric Culture 1.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Optimove

JANUARY 11, 2024

As one of the foremost authorities on customer relationship marketing, as well as a Senior Fellow at the Wharton School and Chief Strategist at Google, Hoyne will share valuable insights and practical tips with top marketers during the conference on March 20-21 at the Pullman London St. Pancras in London.

Connections 52

Connections 2024 Customer Centricity Events 52

Chattermill

NOVEMBER 11, 2019

How to Share Customer Insight Across an Organisation. customer experience. When it comes to helping teams build customer-centric products, a big part of that is figuring out how you can help communicate more effectively and efficiently insights about customers. by Sam Frampton. on 12 Nov 2019.

Customer Insights 40

Customer Insights Insights Customer Centricity NPS 40

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

Lumoa

MARCH 8, 2023

Granular and Refined Insights are Valuable While telcos spend a lot of money on gaining customer insights, they often just end up in a report, and little action is taken. Telcos need to be more critical about how insights are gained and used productively. This focus on insights should include telco employees, as well.

Customer Centricity 83

Customer Centricity Telecommunications Webinar Feedback 83

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. But, too often, customer data is locked in silos.

Customer Journey 70

Customer Journey Insights NPS Banking 70

Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ChurnZero

APRIL 12, 2022

What could the right person do for your business and customer relationships? Build a customer-centric organization. SaaS companies thrive based on their ability to establish positive, long-term relationships with their customers. Lead the creation of new Customer Success initiatives.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

Amity

DECEMBER 18, 2013

The evening’s guest speaker, Kia Puhm, VP of Customer Experience at Oracle, has extensive experience fostering and evolving Eloqua’s customer experience department. She outlined key aspects of Eloqua’s Ideal Customer Experience (ICE) program, “customer bill of rights” and Customer-Centric Organization.

Customer Centricity 48

Customer Centricity 2014 Presentation Events 48

Win the Customer

DECEMBER 11, 2023

Net Promoter Score (NPS) A fundamental metric, NPS reflects the likelihood of customers recommending your brand to others. This indicator encapsulates overall customer satisfaction, serving as a compass for understanding the sentiment and loyalty of your customer base.

Management 69

Management Net Promoter Score Customer Experience Social Media 69

Team Support

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Scalability Opt for customer support software that can grow with your business.

Omnichannel 105

Omnichannel Social Media Customer Satisfaction Customer Centricity 105

Optimove

AUGUST 3, 2023

As one of the foremost authorities on customer relationship marketing, as well as a Senior Fellow at the Wharton School and Chief Strategist at Google, Hoyne will share valuable insights and practical tips with top marketers during the conference on October 25-26 at the InterContinental David, Tel Aviv.

Connections 52

Connections 2023 Customer Centricity Events 52

SurveySparrow

JULY 6, 2023

Welcome to the world of customer experience analytics, where data-driven insights reign supreme and extraordinary customer satisfaction is the name of the game. By harnessing the power of data and analytics, businesses can gain valuable insights into customer behavior, preferences, and expectations.

Customer Experience 52

Customer Experience Social Media Net Promoter Score Customer Satisfaction 52

Thematic

APRIL 17, 2024

Customer experience analytics goes deeper than simple satisfaction scores. Three major components make up the backbone of customer experience analytics: data collection, analysis, and generating actionable insights. Analyze for actionable insights: Customer experience analytics identifies the key pain points and opportunities.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62