Tricia Morris

AUGUST 21, 2015

When asked what will be the most important business priority in their organization 12 months from now, respondents said (1) building strong relationships with customers over (2) promoting the company, product and/or brand. We are living in a post-sale, on demand, attention economy. ~ Ray” Wang. Kate Leggett. Michael Fauscette.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

Lumoa

JUNE 9, 2020

Know your customers goals If you’re trying to provide an excellent eCommerce customer experience, you need to understand what your buyers are trying to accomplish and what their preferred way to get there is. One of the best ways is to create a company-wide customer journey map.

Customer Experience 83

Customer Experience Feedback 2025 Retail 83

Answer Dash

APRIL 17, 2020

It’s the way you treat customers when they are in direct contact with you, via text, phone, chat or other forms of communication. The next is that customer experience is all about journeys. A customer’s experience isn’t bound by internal divisions like sales vs. service or retail vs. trade.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers? Remember when customers were limited to using the telephone if they wanted to contact businesses? Don’t hesitate to engage.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

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.), Empower your employees to immediately pass along customers’ comments.

ROI 54

ROI Feedback Insights Financial 54

SmartKarrot

JULY 12, 2021

Drive the organizational adherence and ongoing refinement and branding of the customer onboarding process. Hire, train, and develop team members to drive to customer satisfaction and encourage usage of the technology. Work with the growth team to design and execute customer success campaigns.

Customer Success 10

Customer Success Customer Satisfaction Metrics ROI 10

C3Centricity

MAY 25, 2020

Companies are changing business models as their value shifts from products to services, or even to the sale of the information they gather. And Unilever can only do it with the help of data and metrics to measure and follow their progress. Smarter Use of Customer Information Expands Opportunities for Sales.

Technology 77

Technology Information Consumers Retail 77

Think Customers

OCTOBER 11, 2021

It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Metrics only provide a superficial preview into the relationship between customers and associates, with the scores only reflecting a person’s feelings on a single interaction and not the brand.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

C3Centricity

MARCH 15, 2018

Companies are changing business models as their value shifts from products to services, or even to the sale of the information they gather. And they can only do it with the help of data and metrics to measure and follow their progress. Fast, Personal Service Is Directly Linked to Customer Loyalty. ” Bold words indeed!

Retail 82

Retail Information Consumers Connections 82

SmartKarrot

APRIL 28, 2021

Partner with Marketing, Customer Care, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth. Provide continual evaluation of methods to improve operations, efficiency, and service to both internal and external customers.

Customer Success 10

Customer Success Document Webinar Customer Retention 10

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 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. 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

Amity

JANUARY 30, 2014

I think Customer Success is going to continue its evolution towards increasingly more proactive assistance to their customers to drive great experiences, thereby increasing product adoption and customer retention. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems. Fluid Organizations.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Thematic

NOVEMBER 13, 2018

If they care this much about their customers you better also, if you want to stand a chance in today’s competitive market. Now we’ll talk about how you can actually capture those customer insights and respond to them in a way that works for you. Voice of Customer examples: two success stories.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

Bold360

DECEMBER 1, 2016

. “The biggest mistake companies make evaluating and purchasing customer care software is…” Not utilizing the power of their CRM! CRMs are under-utilized for customer retention. That being said, the vast majority of CRMs are perfectly suited towards customer retention. Why does this happen?

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Bold360

NOVEMBER 21, 2016

Success with customer experience is higher: for B2C, averaging between 65-85% satisfaction, while B2B companies maintain less than 50 percent. Optimized and digitized technology processes, online and mobile apps, speed, metrics and personalization are what today’s customers demand. Brock Murray. Dean Heckler.

2016 111

2016 2017 Customer Experience Social Media 111

Lumoa

AUGUST 3, 2021

Taking the time to gain customer insight can also help craft tactical initiatives and prioritizes where your team needs to spend their energy to avoid burnout. Research shows that, generally, if a customer can help themselves, they will opt for that before choosing to reach out because it’s quicker.

Customer Journey 103

Customer Journey Customer Experience Customer Journey Mapping Touchpoint 103

ChurnZero

DECEMBER 27, 2022

6/ How to transform Customer Success into a profit center with metrics and forecasting. When people think of top-line growth, they often think of sales. Learn how to emphasize the financial value of your CS team by choosing the right metrics. 7/ In a downturn, focus on existing customers — not potential ones.

2022 90

2022 Webinar Leadership Metrics 90

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Help Scout

JUNE 22, 2021

Not only does it feel good to be helpful, but it is a key differentiator, as the following customer service statistics show. Customer service, when done well, has just as much impact as a strong sales funnel or excellent marketing efforts. As you can tell, excellent customer service is a name maker, no matter what your industry.

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

SurveySensum

APRIL 7, 2023

It requires a fundamental shift in mindset, where the customer’s needs and preferences are the driving force behind all decision-making. It is the art of delivering exceptional customer care and assistance in a way that enables companies to consider the customer as the central point of their business.

Customer Centricity 52

Customer Centricity Culture Net Promoter Score NPS 52