Customer Guru

FEBRUARY 13, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience 93

Customer Experience Management Customer centricity Feedback 93

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. CEX #CRM #Customers Click To Tweet.

Customer Service 71

Customer Service Scripts Accountability CRM 71

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

Consulting 150

Consulting Consulting Customer Experience Customer Service 150

Comm100

JANUARY 5, 2022

Excellent user experience . If something is complicated to use, customer experience will immediately suffer, and as so will engagement. Custom routing . Depending on the structure of your customer service operations, you might be used to routing queries based on several different factors. Zendesk Chat .

Government 76

Government CRM SaaS Marketing 76

ijgolding

AUGUST 7, 2014

According to the British Beer & Pub Association (BBPA), the UK boasted 60,100 pubs in 2002. What they/we expect from a pub is on the whole different in 2014 to 2002. We expect the experience we have in a pub to meet and sometimes exceed our expectations. By 2012, the number had declined to 49,433. How will it fare?

Customer Experience 80

Customer Experience Customer retention Government Personalization 80

SmartAction

FEBRUARY 21, 2019

The biggest emerging trend in the customer service space is the trend toward self-service automation – fast, effortless self-service. I don’t want to wait on hold to talk to a person, and neither do customers. He ultimately served on the Board of Directors first as COO, then as CEO, for five years.

Virtual Agent 43

Virtual Agent Self service Contact Center Customer Care 43

Chip Bell

JANUARY 22, 2019

In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. Smiling is not just good for the community where the sad sack or grouch lives, it also benefits the person doing the grinning. David decided to work on a way to “give back.”

Consulting 56

Consulting Consulting Personalization Management 56

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 335

Customer Experience Customer emotions Customer centricity Consulting 335

Customer Guru

MARCH 7, 2018

Shweta Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. She believes that these functions are interrelated because when an organization has the right kind of employees and partners, and they are trained well, they will ensure that the customers have a great experience.

Customer Experience 61

Customer Experience Management Feedback Customer centricity 61

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . In B2C, yes, in many cases there is exactly one customer as the buyer and user. Implications for customer journey mapping. Sorry, not quite. Summing up.

Journey mapping 78

Journey mapping B2C B2B Surveys 78