inmoment

JULY 4, 2020

The journey to effective customer experience (CX) includes many steps. We’ve already talked about three of those steps—listening to customers, understanding who they are and the context of their experiences, and taking action to improve those experiences—in great detail. Customer Acquisition.

Customer Experience 40

Customer Experience Upselling Customer retention Metrics 40

Horizon CX

MARCH 1, 2021

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. Or better asked, which comes first, the monthly numbers or customer satisfaction?

Sales 52

Sales Customer Experience Marketing Management 52

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Tethr

JULY 7, 2021

If you’ve been listening along as each episode rolls out, you’ll have followed along with us as we traced the origins of customer effort, explored the findings that revolutionized CX in The Effortless Experience , and began to unpack how customer loyalty really works. Episode 5: Measuring Customer Effort.

Customer effort 116

Customer effort Contact Center Marketing Technology 116

Interaction Metrics

APRIL 16, 2024

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. So, what is the customer experience? brands declined.

Customer Experience 62

Customer Experience Advertising Surveys Metrics 62

SmartKarrot

DECEMBER 22, 2020

For any business in general, it is important to know how much customers matter. Customers stick-on or retain with the company when they realize the value. Customers choose products that deliver the value they sign up for. It is essentially the continual realization of value by customers. Measuring Value Realization.

Metrics 10

Metrics Upselling SaaS Customer retention 10

Vistio

APRIL 2, 2022

Today we have on the pod, Michele Rowan, who is a CX executive with 20-plus years of experience in strategy, implementation, and optimization, both of US and international support. And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B Customer Experience Enterprise 62

ChurnZero

MAY 13, 2022

When’s the right time to add Customer Success operations? How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader.

Chief Customer Officer 98

Chief Customer Officer Finance Feedback Surveys 98

GetFeedback

JANUARY 27, 2020

In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make. A great service experience exceeds expectations, delighting the customer with a memorable outcome.

Feedback 88

Feedback Surveys Journey mapping Metrics 88

inmoment

MAY 7, 2020

Though every organization needs a customer experience (CX) solution tailored to its own industry, challenges, and strengths, there are several fundamental traits that all successful CX programs share. . Organized for Success. Key #1: CX-Centric Data. Economic Framework. Aligned/Empowered Employees.

Customer Experience 52

Customer Experience Feedback Upselling Customer retention 52

GetFeedback

JULY 19, 2019

Customer feedback (aka Voice of the Customer ) is a gift. Your customers are doing you a huge favor by taking time to alert you to a problem when it occurs with your business or to their happiness when that’s the outcome. Customer experience (CX) remains one of the most profuse opportunities for your business to stand out.

Feedback 104

Feedback Customer advocacy Surveys Customer Experience 104

aircall

MAY 24, 2021

You could describe a digital transformation framework as using the latest and greatest technologies to enhance your existing processes with the ultimate goal of improving the customer experience. It improves your company’s culture, streamlines operations, increases productivity, and improves performance.

Best practices 62

Best practices Call Center Technology Analytics 62

Tethr

JUNE 22, 2020

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

inmoment

MARCH 31, 2020

A brand hasn’t won the battle once it’s acquired new customers. Once a company has convinced a customer to buy with it, that brand needs to continually meet or exceed customer expectations (while striving to further develop that relationship) if it hopes for repeat business. . Clean-Burning CX. Far from it.

Customer retention 52

Customer retention Feedback Customer Experience 52

Branch Mesenger

SEPTEMBER 10, 2018

In our most recent webinar, we talked with Annette Franz, founder and CEO of CX Journey Inc., Research Mentioned: Duke Fuqua School of Business - Corporate Culture: Evidence from the Field and Corporate Culture: The Interview Experience. She's the CEO of CX Journey , an author, speaker, and a customer experience consultant.

Airlines 13

Airlines Best practices Consulting Consulting 13