Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

ijgolding

APRIL 29, 2016

From my days at John Lewis through to today helping well-known brands to align themselves with their customers. I have seen most fads come and go, customer databases, CRM, big data, one to one marketing, to name but a few. More on Customer Centricity at www.customercentricity.org. Stephen Hewett.

Consulting 54

Consulting Consulting Big data Customer centricity 54

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Many organizations are currently enamoured with the promise of technology and big data.

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

CSM Magazine

JULY 3, 2017

Customer-Centric Culture. There is a recurring feedback loop between clients’ expectations from a provider and the level of service. Due to customer-centric companies like Amazon and an increased personalization of offers, now people accept nothing less than playing the role of captain in the retail journey.

Brand ambassadors 56

Brand ambassadors Customer centricity Healthcare Advertising 56

REVE Chat Blog

FEBRUARY 12, 2020

Notify customers – Banks can notify customers regarding billing, application status or announcements to keep their customers up to date about their transactions. Survey – Banks can proactively collect customer feedback to identify and understand the gaps between customers and banks.

Banking 76

Banking Customer Experience Chatbots Big data 76

aircall

MAY 24, 2021

In today’s marketplace, it’s hard to survive without the cloud, big data, APIs, IoT, machine learning, artificial intelligence, automation, and mobile technologies. How does your digital operating model leverage data and analytics to help with data-driven decision-making? Responds to customer feedback.

Best practices 62

Best practices Call Center Technology Analytics 62

Kayako

MAY 11, 2017

Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service. They recognize, as we discussed, the importance of exceeding your customer’s expectations , and adding “bang” for their buck.

Analytics 99

Analytics Entertainment Customer retention Surveys 99

SmartKarrot

OCTOBER 13, 2020

In this age of increasing competition with other businesses, customer intelligence (CI) is becoming a prominent competitive advantage. We have already known that being customer-centric is paramount for the growth of any SaaS company. But there are various facets of becoming a customer-centric organization.

Customer centricity 10

Customer centricity SaaS Analytics Customer retention 10

CustomerSuccessBox

DECEMBER 13, 2021

Here are some of the Customer Success trends in 2022 that will help you make sense of the incoming changes. The world has understood the need for customer-centric systems and customer success at once. It enables CSMs to retain customers with confidence, drive adoption to deliver value, and make sure shot upsells.

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. Solicited & Unsolicited Feedback. Solicited Feedback. Unsolicited Feedback.

Feedback 72

Feedback Surveys Big data Customer centricity 72