ProProfs Blog

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

COPC

OCTOBER 25, 2017

Even though it is easy to get excited about offering the latest and greatest channel solutions to customers, it is advisable to take a step back and view things from the customer’s perspective when developing a channel strategy. Part 2: What channels do our customers want, and what capabilities do they expect? Benchmarking.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. 48% of businesses are equipped to connect with customers through a message. Our favorite chart: The State of Customer Service 2017. Understanding Industry Benchmarks. in 2015 to 4.5%

Call Center 89

Call Center Contact Center B2C Benchmark 89

ProProfs Blog

FEBRUARY 1, 2019

Use social media platforms as a guide to learn how the customer speak about your product. Identify the words they associate with your product when discussing them and use this to create a customer-centric benchmark of value and quality among other factors. Use Social Media to Cast A Wider Net.

Surveys 84

Surveys Benchmark Advertising Customer centricity 84

Aria Solutions

OCTOBER 10, 2017

You need to assess where you stand on your journey to CX transformation and benchmark where you are against your competitors. This might require a shift in how you look at customer interactions and what metrics you report on. Establishing a customer-centric culture. Once that’s done, you can plot your strategy.

Customer centricity 48

Customer centricity Metrics Contact Center Benchmark 48

Comm100

DECEMBER 1, 2017

Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” Recommended for you : Missing Customer Feedback?

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42