Nicereply

MAY 6, 2021

Responding to customer feedback is the hallmark of a customer-centric marketing strategy. You’ll have a wealth of information about what your customers are thinking, and what you need to do to create advocates and boost the next round of results. Take stock of your brand loyalty.

Marketing 98

Marketing Surveys APIs Advertising 98

Upstream Works

DECEMBER 16, 2020

Customer experience then becomes a core strategic focus for businesses. Research from McKinsey shows that becoming more customer-centric can lead to improvements of 20-30% in customer satisfaction. However, it is not enough to only focus on the customer experience. Providing great CX requires more.

Journey mapping 78

Journey mapping Multichannel Contact Center Self service 78

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Contact Center Pipeline

MAY 28, 2021

May 2021 was packed with virtual industry events. The Pipeline blog also welcomed a steady stream of contact center professionals interested in trends and instructional content for navigating the months ahead as vaccinations continue to rise, businesses restaff and leaders plan for post-COVID customer care operations.

Contact Center 162

Contact Center Customer Care Customer centricity Call Center 162

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. Can customer feedback improve performance? But that all depends on how effectively you're closing the loop with your customers. Discover our award-winning Customer Experience (CX) blog: [link]. Absolutely! sessions: [link].

Feedback 62

Feedback Customer centricity Best practices Surveys 62

Anexa BPO

APRIL 22, 2023

For example, Walgreens undertook an ambitious strategy to close 200 US stores, and in 2021 CVS followed suit with a plan to close 900 locations by 2024. The fourth type of pharmacy – mail-order and online – represented less than 10% of overall US prescriptions in 2021. Our customer-centric strategy is simple.

outsourcing 52

outsourcing Customer centricity Sales Customer Service 52

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 93

SaaS Best practices Journey mapping Customer advocacy 93

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. Call Center , Customer experience. August 9, 2021. Do they support a customer-centric customer journey or are they more concerned with the bottom line, treating employees poorly and looking for any opportunity to cut operating costs? 26 August 2021. 25 August 2021. 24 August 2021.

Call Center 52

Call Center CRM First call resolution Customer centricity 52

Russel Lolacher

DECEMBER 20, 2021

. — Darren Anderson (@DarrenCAnderson) November 22, 2021. — jessica ruth (she/her) (@allen_jessica) November 18, 2021. In November of 2021, the province of British Columbia was hit with an unbelievable amount of rainfall that washed away highways, homes and land. Well in late 2021, Mother Nature stepped up too.

Customer Care 98

Customer Care Transportation Government Construction 98

Anexa BPO

AUGUST 28, 2023

With an eye on aligning your customer with your brand and first contact resolution, there is clearly a reason that Anexa was named as a finalist in the 2021 Customer Centricity World Series. Our customer-centric strategy is simple.

Customer centricity 52

Customer centricity outsourcing Technology Personalization 52

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

ClientSuccess

JANUARY 4, 2021

Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages. As your team looks ahead to 2021, now is the perfect time to reconsider your customer journey and build more customer-centric stages.

Customer centricity 104

Customer centricity Accountability Metrics Sales 104

Beyond Philosophy

NOVEMBER 11, 2021

The culture of an organization shows how customer-centric they are. If you choose not to “read between the lines,” your customers surely will. Sources: “Global State of Customer Service: The transformation of customer service from 2015 to present day.” 27 October 2021. There you have it.

Consulting 384

Consulting Consulting Call Center Metrics 384

Anexa BPO

APRIL 14, 2023

As a twenty-year veteran in the customer service industry, Anexa was awarded prestigious gold and bronze Stevie Awards in the 2021 Customer Service Department of the Year and Company of the Year; and was named a finalist in the 2021 Customer Centricity World Series.

outsourcing 52

outsourcing Customer centricity Metrics Personalization 52

Totango

MAY 5, 2021

By measuring product experience, as a facet of customer experience, you can view how your clients interact with your product on a daily basis and the level of satisfaction they get with your service. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Anexa BPO

SEPTEMBER 5, 2021

In the interest of identifying, and capitalizing on these massive changes and 2021 ecommerce trends, there has never been a better time for brands and companies to include BPO (outsourcing) as part of their business model. Understanding your customer is key to your growth.

outsourcing 40

outsourcing Bilingual agents Customer centricity Outbound sales 40

Anexa BPO

APRIL 17, 2023

As a twenty-year veteran in the customer service industry, Anexa was awarded prestigious gold and bronze Stevie Awards in the 2021 Customer Service Department of the Year and Company of the Year; and was named a finalist in the 2021 Customer Centricity World Series.

outsourcing 52

outsourcing Customer centricity Metrics Customer retention 52

Anexa BPO

SEPTEMBER 5, 2021

Instead of take-out, restaurants are serving in-house customers again, theatre lights have switched on and after a year and a half of lockdown, and people are actually considering their travel options. Our customer-centric strategy is simple.

outsourcing 52

outsourcing Customer Service Customer centricity Technology 52

aircall

OCTOBER 13, 2022

Enabling Aircall customers to provide superior customer service – from marketing to sales to customer service. An 80% average growth in HubSpot users within Aircall’s customer base since 2021 – with over 4000 Aircall customers using both technology solutions within their tech stack.

CRM 54

CRM Customer centricity Education Customer retention 54

Anexa BPO

FEBRUARY 17, 2023

Our pros are trained to represent YOUR brand in an authentic, results-driven way, no matter which areas they manage – customer service, inbound and outbound sales, lead generation, tech support – they have your company’s back. And eCommerce? We were made for that. Let’s talk about how we can take your business forward.

B2B 52

B2B Bilingual agents Outbound sales B2C 52

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. Also according to the CMO Council, it is found that 14% of marketers believe that customer-centricity is the trademark of their companies.

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

Anexa BPO

DECEMBER 13, 2021

Utilities-based companies are working to expand beyond the traditional portfolio of energy products, with customer service coming to the forefront as the fundamental component of success. Our customer-centric strategy is simple.

outsourcing 52

outsourcing Customer Service Customer centricity Telecommunications 52

Anexa BPO

DECEMBER 13, 2021

The past two years of the pandemic devastated the retail industry (among many others – but that’s another blog). Fast forward to 2021, and SMB retail should most certainly anticipate a big push toward e-commerce – especially considering the emergence of new variant concerns. Reach out today and see for yourself – Anexa.

outsourcing 40

outsourcing Customer Service Customer centricity Sales 40

aircall

APRIL 13, 2022

Customer-centricity is one of our key core values at Aircall, but we believe that if we want to quickly deliver amazing features, we have to focus on the developer experience as well. In 2021, we moved our repositories and CI/CD pipelines from Bitbucket to Gitlab while keeping Jira as our main ticketing system. The Context.

Engineering 62

Engineering Customer centricity Management 62

Russel Lolacher

DECEMBER 20, 2021

. — Darren Anderson (@DarrenCAnderson) November 22, 2021. — jessica ruth (she/her) (@allen_jessica) November 18, 2021. In November of 2021, the province of British Columbia was hit with an unbelievable amount of rainfall that washed away highways, homes and land. Well in late 2021, Mother Nature stepped up too.

Customer Care 59

Customer Care Transportation Government Construction 59

Anexa BPO

FEBRUARY 15, 2022

These omnichannel strategists will meet your customers where they are, and support them throughout their customer journey with bilingual ease. Our ability to provide successful CX strategies supports the long-lasting relationships and emotional connections that language can evoke between your business and your customers.

Customer Service 52

Customer Service outsourcing Customer centricity Marketing 52

CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. Lincoln Murphy. Alex Farmer.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Comm100

AUGUST 31, 2021

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. The industries that excelled and the industries that struggled. Audio and Video Chat.

Benchmark 52

Benchmark Wait times Chatbots Customer centricity 52

Anexa BPO

JUNE 15, 2022

Buzz words like omnichannel, self-service and personalization have been shaping customer-centric business strategies for a decade. And even though these practices were transforming the customer journey, COVID-19 hit hard and essentially changed the way we do business.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Customer centricity 52

Anexa BPO

JUNE 15, 2022

With an eye on aligning your customer with your brand and first contact resolution, there is clearly a reason that Anexa was named as a finalist in the 2021 Customer Centricity World Series. Our customer-centric strategy is simple.

outsourcing 52

outsourcing Customer centricity Accountability Personalization 52

Anexa BPO

SEPTEMBER 5, 2021

What do they mean, how do they tie into a customer-centric world and exactly where can robust BPO (outsourcing) companies fit? This is where an experienced BPO / outsourcing company can become part of your corporate strategy to take customer service to the next level – which is exactly where it needs to be in 2021 and beyond.

outsourcing 52

outsourcing Customer centricity Finance Analytics 52

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Integrity Solutions

MAY 13, 2021

What are the traits of a great salesperson in 2021? As Edelman’s 2021 Trust Barometer points out, people don’t know who to believe anymore. Maximizing talent, developing a customer-centric culture and achieving aggressive sales goals are all made possible through ethical, values-driven behaviors.

Sales 86

Sales Customer centricity Best practices B2B 86

Totango

FEBRUARY 22, 2021

This new focus on the customer shined a light on the gaping holes many companies had in their customer success strategies, and they began to seek out a solution that could help them integrate customer-centric practices throughout their operations. What’s Next? Get started for free today!

Analytics 62

Analytics Customer centricity Best practices Enterprise 62

CSM Magazine

DECEMBER 13, 2023

As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported. This highlights a significant issue: neglecting customer service.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52