CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. The 8 skills required by any CX team are: Strategy. Customer Insights/Measurement/Analytics.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

NOVEMBER 9, 2021

Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees. Achieving this is no small task, and often requires customer experience transformation.

Roadmap 346

Roadmap Customer Experience Customer Retention Download 346

InMoment XI

DECEMBER 29, 2022

His relevant industry expertise and experience leading global organizations will enable InMoment to continue to execute on its growth strategy, while enhancing its ability to help clients around the world integrate customer signals and transform their customer outcomes. #4: The InMoment platform is fully WCAG 2.0

2022 260

2022 2023 B2B 2021 260

BlueOcean

OCTOBER 4, 2022

Are you ready for the customer of the future? Today’s 6 th graders —who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all while talking with friends through a PlayStation headset—are tomorrow’s customers. Happy workers have a substantial impact on customer satisfaction.

Entertainment 156

Entertainment Employee Experience 2023 Contact Center 156

InMoment XI

FEBRUARY 10, 2022

Fundamentally, we should think of artificial intelligence as a tool rather than a replacement for human expertise. Therefore, it’s key to rethink your AI strategy. Let’s first take a look at the problem at hand. Consideration #3: Designing an Effective and Personal AI Strategy. Ask yourself, how are you approaching AI?

White Paper 260

White Paper Document Financial Technology 260

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced. It can be done, but it will require resilience.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52

BlueOcean

JULY 8, 2020

Time kind of lost all meaning in the first half of 2020 so it’s especially hard to believe we’re in the middle of summer already. In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. Definitely a fascinating read.

Customer Service 156

Customer Service Contact Center 2020 Definition 156

Gainsight

FEBRUARY 8, 2024

In the ever-evolving landscape of SaaS, Customer Success (CS) teams are facing a paradigm shift. Once primarily focused on customer satisfaction and retention, CS teams are now being called upon to think more commercially and demonstrate their direct impact on business revenue. Check out the full video below. Want the highlights?

Customer Success 52

Customer Success 2024 Touchpoint Financial 52

Experience Investigators by 360Connext

AUGUST 9, 2022

Seek First to Understand, Then to Be Understood — Influence others by developing a deep understanding of their needs and perspectives. Seek First to Understand, Then to Be Understood — Influence others by developing a deep understanding of their needs and perspectives. Can this principle apply to customer experience?

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Net Promoter Score (NPS) A fundamental metric, NPS reflects the likelihood of customers recommending your brand to others.

Management 69

Management Net Promoter Score Customer Experience Social Media 69

Optimove

OCTOBER 5, 2023

This is followed with six solutions to consider keeping customers loyal and not scare them away. The results revealed that 54% of marketers have chosen to allocate more than half of their marketing budget to new customer acquisition. In contrast, only 13% have opted to invest over half of their budget in customer retention.

Marketing 119

Marketing 2023 Loyalty Consumers 119

CSM Magazine

FEBRUARY 13, 2024

Valentine’s Day, it’s the perfect occasion to fall in love with exceptional customer service practices that make your clients swoon. As a customer service manager, you’re in a unique position to foster relationships that leave a lasting impression of warmth and personalized care, making every interaction feel like a St.

Customer Service Strategies 52

Customer Service Strategies Customer Service Exceptional Customer Service Interaction 52

Beyond Philosophy

MAY 13, 2023

Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. The ability to understand and manage emotions is a crucial factor in ensuring customer satisfaction. We will explore the five realms of EQ, starting with knowing your emotions. Check it out here.

Management 78

Management Customer Service Representative Leadership Customer Service Strategies 78

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

Gainsight

FEBRUARY 29, 2024

When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. The average customer maintains seven trusted partnerships according to McBain.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event.

2024 52

2024 Events Leadership Innovation 52

Gainsight

NOVEMBER 13, 2023

Once seen as a support mechanism primarily for B2C enterprises, it’s now recognized as a pivotal strategy for fostering lasting success in B2B businesses and beyond. It unveils a roadmap, explaining how to seamlessly integrate a community into the heart of the Customer journey. Let’s take a closer look.

Engagement 52

Engagement B2C Books Roadmap 52

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? This course can help you get up to speed with the fundamentals.

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

Call Experts

OCTOBER 12, 2023

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience. Secondly, it enhances the customer experience.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

Beyond Philosophy

SEPTEMBER 27, 2019

One of the things I learned was that Marketing should know the marketplace and understand their customers. One of the things I learned was that Marketing should know the marketplace and understand their customers. One of the reasons these things are essential is because when you advertise, you communicate what a customer can expect.

Communication 107

Communication Marketing Advertising Consulting 107

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. It should be among your key strategies and always part of your playbook. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Measurement 2022 Culture 88

TechSee

OCTOBER 19, 2021

Don’t) Return to Sender: Strategies & Tactics to Minimize or Reduce Returns. Over the years, critical stakeholders in the reverse logistics process have developed various strategies and tactics to minimize, avoid, or reduce returns. Product returns are a costly proposition for the vast majority of manufacturers and retailers.

E Commerce 124

E Commerce White Paper E-support Retail 124

Beyond Philosophy

OCTOBER 24, 2020

A great idea is a beautiful place to start when it comes to improving your Customer Experience to benefit your bottom line. When combined with a deliberate strategy and cunning tactics, a great idea is almost enough to make you successful, but only “almost enough.” 5 New Rules Guaranteed to Build Trust.

Culture 97

Culture Consulting Presentation Communication 97

Gainsight

NOVEMBER 16, 2023

Throughout the journey of the event, attendees learned about emerging technologies that drive Customer Success (CS), from Customer Education to Community , Product Experience , and more. As we move through the world, our experience is increasingly filtered through digital touchpoints, and this is true for your customers.

2023 52

2023 Touchpoint Customer Success Technology 52

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers. Sure, but….what

Measurement 174

Measurement Management Net Promoter Score 2002 174

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 144

Customer Experience Management Return on Investment Banking 144

Call Experts

APRIL 8, 2024

This simple statement underscores the importance of genuine human interaction, especially regarding customer service. In this blog, we’ll explore the intricacies of call routing, its significance in modern customer service, and how it can enhance the customer experience. Secondly, it enhances the customer experience.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

DemandJump

JANUARY 8, 2021

Marketing attribution by definition is the process of understanding consumer behavior by studying how customers interact with your content, especially before a purchase or buying decision. Let’s examine the marketi n g strategy of a hypothetical software as a service (SaaS) provider. Fundamental Attribution Error Examples.

Marketing 98

Marketing E-support Webinar Social Media 98

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 111

B2B Customer Experience B2C Net Promoter Score 111

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences. And yet, they happen.

Article 91

Article 2021 Customer Service Hospitality 91

Kustomer

APRIL 13, 2022

Great customer service is paramount for every customer-facing business. Online customer service can be challenging because of the lack of face-to-face interaction, but the fundamentals remain the same. You need to keep your customers happy by delivering a consistently excellent service experience.

Customer Service 94

Customer Service Omnichannel Social Media Document 94

Beyond Philosophy

SEPTEMBER 21, 2023

The fundamental problem for many businesses is wanting a reputation for low prices and high quality. When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation. Surprisingly, many non-number factors have a lot more sway for customers. The reverse is true, also.

Reference 88

Reference Communication Brands Information 88

Upstream Works

SEPTEMBER 28, 2022

While this represents new opportunities for deeper customer engagement, contact centers have lagged behind their customers in adopting digital technologies. Customers expect digital solutions when dealing with contact centers, and as the shift from analog to digital continues, the challenge will only intensify.

Contact Center 78

Contact Center Customer Journey Mapping Innovation Technology 78

Daniel Group

SEPTEMBER 23, 2021

Welcome to Success Strategies. It depends on multiple factors, from the complexity of the transaction to your customers’ preferences. Remember, for deep analysis, there is no substitute for talking to your customers one at a time. One size does not fit all for customer feedback. Is it phone, web, email, or text?

Feedback 98

Feedback Omnichannel Travel Connections 98

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. First, I want to thank Boehme for taking the time to submit the video.

Books 78

Books Customers Insights Marketing 78

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. To ensure consistently high levels of customer satisfaction and operational efficiency, many organizations turn to Six Sigma methodologies. What are the most common customer complaints or issues?

Customer Service 52

Customer Service Net Promoter Score Average Handle Time Exceptional Customer Service 52

ClearAction

DECEMBER 5, 2023

Get the fundamentals right, and enjoy the positive domino-effect of your good habits. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.). With customer-alignment at the origin of designs, launches are much more successful.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62