CX University

JANUARY 8, 2019

Today, Empathy Is the Bottom Line for Customer Loyalty. Customers are placing increasing value on their experience, not the products or the price, but their experience with the company selling their products and services. This experience can be utterly destroyed when employees cannot empathize with their customers.

2014 104

2014 Books 2020 2015 104

Think Customers

SEPTEMBER 21, 2022

On one hand, they’re looking to provide customers with excellent service while providing omnichannel engagement in customers’ preferred channels. These opposing criteria can strain contact center operations and effect their ability to provide customer service at the desired level. Many end up leaving their jobs.

Financial 52

Financial 2023 Contact Center Banking 52

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. Published on: November 27, 2019. For example, companies with 7+ channels averaged 3.1

2019 97

2019 Leadership Consumers Travel 97

CX University

SEPTEMBER 18, 2018

Vast amounts of data support the symbiotic relationship between engagement and satisfaction, between businesses and customers. A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). focuses employees at all levels on the customer, and 3.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Think Customers

FEBRUARY 15, 2022

There’s no question: the increase in employer vaccine mandates – or “no jab, no job” policies – is a hot-button issue with strong opinions on both sides. At the same time, brands still must deliver the amazing experiences customers expect. So, now what? Look at-home for the long term. That’s where TTEC’s Retain 2.0

Contact Center 52

Contact Center Brands Presentation Innovation 52

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital. Optimizing technology.

Technology 170

Technology Brands Customer Experience Omnichannel 170

Gainsight

SEPTEMBER 28, 2022

The priorities that customer success teams live and breathe every day are now the top CEO and investor priorities. In a world of stagnant or declining sales, the work of post-sales and customer success teams has never been more important. Keep the Customer in Customer Success. The good news? A Durable Growth Playbook.

Customer Experience 52

Customer Experience Customer Success Sales Customers 52

West Monroe

JUNE 13, 2022

The ongoing talent shortage plays a critical role here, of course. Failing to do so will limit their ability to grow and derive value from investments in an increasingly digital operating model—and will mean passing up quick wins that will come by embracing long-term strategies.

2030 90

2030 2022 Government Culture 90

Kustomer

JULY 12, 2022

The concept of omnichannel customer experience (CX) has been simplified over time. Many brands and customer support teams believe that omnichannel support is simply communicating with customers on every channel, but it’s much more than that. What Is Omnichannel Customer Support? Get the Guide.

Omnichannel 98

Omnichannel Culture Communication Technology 98

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. Do you want to experience a transformation in business performance by enhancing your back-office operations? According to research by Aberdeen Group , companies that update their back office experience a 2.8x rise in employee productivity.

Financial 52

Financial Competitive Advantage Loyalty Customer Satisfaction 52

SurveyGizmo

FEBRUARY 12, 2020

To attract and retain top talent, companies must keep employees engaged or lose a vital competitive edge. On the flip side, engaged workers are not only happier but have a direct impact on customer experience and the bottom line. According to a report from The Engagement Institute, disengaged employees cost U.S.

Interaction 81

Interaction Feedback Net Promoter Score Engagement 81

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , says that video could be the missing link between your customer and the expert in the contact center. Watch The Intuitive Customer YouTube Channel here.).

Contact Center 88

Contact Center Customer Experience Net Promoter Score Communication 88

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Alan developed experience getting into the weeds of the work. How were patients and hospital staff affected by the hospital experience?

Hospitality 141

Hospitality 2018 Healthcare Customer Experience 141

BirdEye

AUGUST 28, 2023

Having a social media profile is one thing, but successfully implementing a strong social media management strategy is a different story for a business. And that’s even more true in a market that experiences rapid growth and constant change. Your potential customers are doing more on social media platforms than sharing cat memes.

Social Media 52

Social Media Entertainment Multi-Channel 2023 52

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. The result?

2021 140

2021 Customer Experience E-support Omnichannel 140

Magellan Solutions

AUGUST 21, 2021

BPO Philippines has been adapting a remote strategy for a year, is it time to permanently conform to it? But with new strains emerging, is it time to permanently accept a remote workforce strategy as the new normal for BPO companies in the Philippines ? Outsourcing companies in the Philippines also experience this demand.

Call Center 52

Call Center 2021 2019 2013 52

Beyond Philosophy

DECEMBER 5, 2022

However, once it goes over the top and comes down the other side, the CEO gets sacked, and changes start. Regarding experiences, you have to remember that you can fix only so much of the rational stuff before you start to head down the curve. Many times, this strategy also necessitates being part of an agile organization.

Sports 78

Sports Books Banking Consulting 78

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority. How did you go bankrupt?”

2022 97

2022 Customer Success Metrics Customers 97

Kustomer

SEPTEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , In this episode of Customer Service Secrets, Gabe Larsen is joined by Vipula Gandhi, the current Managing Director at Gallup, to discuss customer service data and the connection between customers and employees. Customers Feelings Are Facts.

Net Promoter Score 52

Net Promoter Score Hospitality Customers Consulting 52

Integrity Solutions

APRIL 8, 2024

These interventions typically emphasize sales tactics, activities and other techniques for hunkering down and finding new strategies of outreach to help the rep regain momentum. These inner conversations salespeople have with themselves get to the heart of the emotional side of selling, and they are pivotal.

Sales 73

Sales Books Financial Travel 73

Innovative CX

MAY 5, 2022

Just like customer expectations have changed dramatically, so too have employee expectations of the workplace experience. Or is your organization focused on recruiting candidates that represent the top talent for the positions you are filling? We want both depending on what our customers want at any given point in time.

Culture 59

Culture Social Media 2022 Contact Center 59

West Monroe

MARCH 14, 2024

by overhauling its digital customer experience, demonstrating the power of technology to drive efficiency and new revenue streams. billion in cross-selling potential for a software company , driving significant upgrades and preventing revenue loss. Our efforts led to a 2.5x return in just 8 months for MyEyeDr.

Banking 40

Banking 2030 Financial ROI 40

West Monroe

MARCH 13, 2023

This brings a new level of complexity to pricing strategy and configuration. To drive growth and value in today’s market, software and high-tech organizations need to understand how buyers are buying at the moment, be able to test pricing hypotheses for particular customer segments, and adjust strategies rapidly and continuously.

Competitive Advantage 52

Competitive Advantage Sales Technology Touchpoint 52

Integrity Solutions

APRIL 8, 2024

These interventions typically emphasize sales tactics, activities and other techniques for hunkering down and finding new strategies of outreach to help the rep regain momentum. These inner conversations salespeople have with themselves get to the heart of the emotional side of selling, and they are pivotal.

Sales 64

Sales Books Financial Travel 64

Zeisler Consulting

OCTOBER 1, 2020

In his mind, it didn’t hurt that some people weren’t impressed—he likely wouldn’t lose favor with any of them for being credentialed (he was, it should be said, supremely smart and talented too…that always helps). I have no experience in your industry other than observation and study from the outside. Our entire CX program?

Leadership 93

Leadership Customer Centricity Culture Management 93

West Monroe

JANUARY 25, 2022

This reality has left companies struggling to attract and retain talent, all while feeling the pressure to respond to broader shifts impacting their operating environment. The shift toward e-commerce challenged both consumer and industrial products manufacturers to balance supply with demand while meeting customers where they wanted to be.

2022 52

2022 E Commerce Competitive Advantage Leadership 52

CSM Magazine

JUNE 16, 2022

That all changed when the realities of serving customers at the height of the pandemic forced many businesses to embed flexible working practices into their business continuity plans as a matter of survival. For an industry often plagued by staff shortages, remote working instantly deepens the talent pool by opening the door to more people.

Connections 52

Connections Download Financial Insights 52

Second to None

APRIL 18, 2019

Marketing strategies inevitably change over time–especially when that time covers the birth of social media, a slew of technological advances and the blossoming of a new generation. Cultural shifts have led to the adoption of new customer demands and values, pushing companies to evolve towards these changes.

Marketing 76

Marketing Customer Experience Social Media Fashion 76

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. The importance of customer service for small businesses.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

Kustomer

FEBRUARY 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by John Timmerman to talk about operationalizing the customer experience. John currently serves as Vice President of Operations at Mercy , providing exceptional customer and patient service.

Hotels 59

Hotels Customer Journey Mapping Culture Leadership 59

Second to None

FEBRUARY 8, 2018

The ability to push your organizational website to the top of related search queries can serve as a huge positive for your online customer acquisition rates. Ultimately, organizations that figure out how to put the consumer at the center of their search strategy will position themselves to be leaders in this field.

Consumers 67

Consumers Voice of Customer Brands Marketing 67

ChurnZero

SEPTEMBER 14, 2018

INBOUND is an industry event designed to gather Marketing, Sales, and Customer Success professionals all in one place to learn and get inspired together. Check out our top ten Customer Success takeaways from INBOUND 2018. Customer Support does not equal Customer Success. Customer Support does not equal Customer Success.

2018 66

2018 Customer Success Webinar Customer Retention 66

Amity

MARCH 15, 2017

While the Engineering team is hard at work trying to get the system back up, Customer Success is the one who has to save face and mitigate the damages the outage will cause on customer relationships and retention. • SaaS Customer Success: Best Practices for Unplanned Outages. The Best of Customer Success Today.

Social Media 52

Social Media 2011 Customer Success User Experience 52

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. 3 strategies to silence imposter syndrome.

Customer Success 98

Customer Success Culture Leadership Customers 98

Magellan Solutions

AUGUST 6, 2021

Magellan Solutions’ Healthcare BPO is a resourcing strategy that can, in fact, benefit both sides of the business equation. This is important for us because we want to attract and keep healthcare customers. Customer care (service/support). Competition for good talent. Compliance management. Human resources.

Healthcare 52

Healthcare 2027 Call Center Financial 52

CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Privileged contact for customers on the solution, you are the trusted person to whom they can turn.

2022 52

2022 Customer Success Management 2021 52