SurveySensum

MARCH 20, 2024

From launching industry-specific surveys to real-time text analysis to a closed-loop ticketing system, the tool packs a strong punch when it comes to extracting actionable insights, taking action in time, and boosting the overall customer experience while driving the CX-driven ROI. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

Beyond Philosophy

FEBRUARY 10, 2022

A larger strategy for using your data is equally as crucial to your gained insights as improving experiences for customers is for connecting to your bottom line. . Stuart understands the problems that can happen once you have a slew of customer insight but don’t know how to use it for your customer strategy or experience. .

Measurement 166

Measurement Customer Experience Net Promoter Score Customer Satisfaction 166

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step.

Events 93

Events Connections Feedback Brands 93

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. What is a Voice of Customer (VOC) program? Our main takeaway?

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Think Customers

OCTOBER 28, 2020

The more flexibility that companies have in ramping up or down quickly with a variety of internal and outsourced staff, the better positioned they will be at meeting service levels and delivering a great customer and employee experience. To understand what customers care about, leverage the knowledge of front-line agents.

Financial 52

Financial Insurance Banking 2013 52

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 98

Customer Experience Advertising Customer Expectations 2011 98

Retently

APRIL 5, 2024

When employees are happy, well-trained, and fairly compensated, they become the most effective ambassadors for your brand and deliver the customer care that shoppers expect, resulting in satisfied customers. This isn’t just a happy coincidence; it’s the power of customer feedback in action.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Lumoa

JUNE 14, 2023

Train your Staff to Become Customer-centric How do you create a customer-centric culture? Your customer experience team is the first link in the chain of your company’s customer care journey, so they should be the ones to set the tone and lead the charge toward customer-centricity.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

GetFeedback

FEBRUARY 15, 2019

To get valuable insights, you have survey strategically. NPS can illuminate the customer journey at each stage when properly segmented. Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. In a way, this forms a timeline of customer happiness.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Lumoa

JUNE 9, 2020

Take as much work out of your customers’ hands to get where they need to go, and your experience and product will feel effortless and easy. Craft onboarding experiences, product onboarding videos , blog posts, UI changes and purchasing paths to specifically reflect the things that your customer cares the most about.

Customer Experience 83

Customer Experience Feedback 2025 Retail 83

Stella Connect

OCTOBER 26, 2021

Agents keep up with incoming tickets and customer queries, with little insight into their performance and even less visibility into what they need to do to develop and grow. Finally (and worst of all), there’s a disconnect with customers. Do the standards reflect what customers care about?

Call Center 52

Call Center Management Contact Center Feedback 52

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% of shoppers rank the option to shop online as a top priority. 3] [link]. [5]

Brands 73

Brands Rewards Programs Loyalty Fashion 73

Maz Iqbal

DECEMBER 22, 2014

I wish to distinguish between ‘caring about’ and ‘caring for’ Let’s start with the realm of Customer. Caring About Customers v Caring For The Customer. I am clear that folks in business care about customers. Which distinction?

Leadership 103

Leadership Customer Philosophy Loyalty Engagement 103

Clarabridge

MAY 11, 2018

With today’s ever-evolving customer, GE Appliances understands the importance of driving meaningful social media engagement. They also know that every opportunity to expand this engagement creates a need to expand social customer care. Presbyterian Healthcare Services Transitions From “Data Archeologists” to “Data Analysts”.

2018 40

2018 Social Media Healthcare 2019 40

Joe Rawlinson

AUGUST 15, 2018

Brands should maintain customer data and analyze it with every interaction. Several insights can be ascertained, like trends in customer complaints, geographic trends and time differences between product purchases and initial complaints. More training for customer care executives = More satisfied customers.

Customer Satisfaction 88

Customer Satisfaction Customers Brands Customer Care 88

ERDM

NOVEMBER 10, 2020

These tough times have forced marketers to think much more seriously about gaining a deep understanding of the voice of the customer, improving the total customer experience, and, based on those insights, rethinking their value proposition. What actions have you taken based on these customer insights?

E Commerce 52

E Commerce B2B Net Promoter Score E-support 52

ClearAction

MAY 18, 2017

Investment in VoC can be staggering: several full-time employees to manage it all, subscription to a customer feedback management system for several hundred thousand dollars, analytics subscriptions (text, voice, predictive, social media, loyalty driver uplift, etc.), 2) Focus on customers’ expectations.

ROI 54

ROI Feedback Insights Financial 54

Interactions

JULY 24, 2019

For more than a decade, we have been a market leader in building Conversational AI applications for enterprise customer care. With GXP, we’ve taken that expertise and experience and applied it to the Food Services industry to revolutionize digital ordering and guest care. Restaurants are leaving money on the table.

Guest Experience 54

Guest Experience Interaction Social Media Omnichannel 54

Amity

FEBRUARY 18, 2016

Therefore, the use of customer surveys is integral as the data and results delivered allows you to implement plans that are guaranteed to work. Surveys are designed to give insight on how your customer views your company. Proving the Value of Customer Care.

Insights 57

Insights Customers Customer Satisfaction Feedback 57

Qualtrics

SEPTEMBER 12, 2019

Building a customer-insights program that allows companies to listen and then act on customer feedback is essential, but isn’t easy. To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on insights. Celebrate great customer service.

Customer Centricity 24

Customer Centricity Culture Webinar Customer Service Representative 24

ShepHyken

APRIL 3, 2017

This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin.

2017 76

2017 Article Social Media Customer Service 76

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% of shoppers rank the option to shop online as a top priority. 1,2,4] (2018).

Brands 48

Brands Rewards Programs Loyalty 2018 48

Strativity

MARCH 30, 2020

This is especially true for employees working in contact centers and customer care departments who are tasked with providing customers with information, support, and a positive experience. Listen to your customer’s needs and gather important data. For many of us, this upheaval is both unsettling and upsetting.

Contact Center 52

Contact Center Call Recording Communication Interaction 52

Qualtrics

SEPTEMBER 23, 2020

As consumer behavior zigzags in response to COVID-19, customer experience gaps have emerged more dramatically and rapidly than ever. With a quarantine-driven shift to digital and the sudden surge of calls to customer care centers, customer experience programs have not kept up.

Net Promoter Score 48

Net Promoter Score Culture Download Social Media 48

Wootric

FEBRUARY 14, 2019

He’s also a creative experience designer and a fanatical student of business and human behavior, so he continue to research, examine, and share insights about how organizations can improve their performance. For useful insights on CX, read his blog, Experience Matters. Clare Muscutt.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

LiveChat

FEBRUARY 13, 2018

In today’s world, many people are talking to each other via text messages such as customer care, Facebook messenger and generally on social media. Ideally, chatbots have a lot of potential in various verticals including in sales, marketing, engagement and customer retention. Improved customer insights.

2018 50

2018 Technology Social Media Customer Insights 50

C3Centricity

MAY 25, 2020

Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge to understand your customers. And then develop insights and actions. Fast, Personal Service Is Directly Linked to Customer Loyalty. Get Answers.

Technology 77

Technology Information Consumers Retail 77

Comm100

DECEMBER 19, 2017

For example, Juliet is 26 years old, does her shopping online through her phone and uses the live chat feature for customer support, while 44-year-old John collects coupons from his mailing list to shop at your store, and prefers physically visiting your customer care desk. Improving touch points and customer interactions.

Customer Experience 116

Customer Experience Download Workshop Metrics 116

C3Centricity

MARCH 15, 2018

Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge and understanding, and then into actionable insights. Fast, Personal Service Is Directly Linked to Customer Loyalty. So what has happened in the past couple of years?

Retail 82

Retail Information Consumers Connections 82

delighted

MARCH 9, 2021

Microsoft reports that 89% of customers want to provide customer service feedback to businesses after an interaction or transaction. Having feedback measuring tools in place not only allows your consumer to share their experiences, but also helps you to use their insight for strategic action planning. . Are they accurate?

Customer Service Strategies 59

Customer Service Strategies Customer Service Social Media Net Promoter Score 59

Win the Customer

NOVEMBER 14, 2016

I bet you didn’t know your customers could also be one of your best sources of ideas. Social listening is a vital tool in business development as it can help you uncover customer needs and gain valuable customer insights. Don’t hesitate to engage.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Qualtrics

OCTOBER 23, 2019

We definitely benefited from having a centralized database for all our customer insights through Qualtrics. This enabled us to move quicker, provide better insights to our executive team, and support decisions.” – Excerpt from Qualtrics customer survey interview. The Economic Impact of Experience Management.

Download 30

Download Consulting 2019 ROI 30

Natalie Petouhof

OCTOBER 19, 2016

This type of software provides personalized care through the use of analytics, offering insight into customers’ behaviors for relevant, contextualized service that can predict future needs. Companies can identify new opportunities by integrating these customer insights into their companies’ innovation processes.

Contact Center 45

Contact Center Customer Service Document Interaction 45

SurveySparrow

SEPTEMBER 29, 2020

That’s bad customer support. . The brand ensures that customers are satisfied, even if that means that customer care gets through fewer calls than they would if they rushed. In one instance, Steven Weinstein, an employee at Zappos, spoke to a customer for a record 10 hours and 43 minutes with a caller!

E-support 59

E-support E Commerce Customers Webinar 59

ClearAction

SEPTEMBER 27, 2018

Like clay on a potter’s wheel, your customer experience foundation must be well-centered or cracks will appear in what your customers see. Like clay, your culture is pliable as long as there’s a thirst for customer insights and passion for applying them.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

Hero Digital

OCTOBER 5, 2019

Below, you’ll find our five-step process for identifying key customer insights, untangling the buyer’s journey, and building full-funnel B2B messaging strategies. And there are a few ways to talk to your customers directly. Direct interviews can provide powerful insights into customer experiences with your brand and products.

B2B 40

B2B Touchpoint White Paper Multi-Channel 40