Lumoa

JANUARY 2, 2022

The Oxford dictionary defines a detractor as “ a person who disparages someone or something. ” In the business world, these are your unhappy customers who, if not attended to, can cause a severe dent in your brand image. When you put the customer first like this, people talk. First, respond to customer complaints faster.

Feedback 83

Feedback Surveys Customer centricity Customer retention 83

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

MAY 28, 2015

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. See the math problem here?

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

The Petrova Experience

FEBRUARY 9, 2023

Technology must be in place for employees who both deliver the digital experience and leverage internal technology to be efficient and helpful in in-person interactions with customers. In that sense, CX Programs need to view employees as customers as well (something we often see missing). But the ROI is clear.

Airlines 52

Airlines Technology CRM Customer Experience 52

Interactions

DECEMBER 18, 2019

It’s not often that rapidly forward-moving industries like customer experience and Conversational AI look back on the past (to be honest, there’s really just no time), but If you did, you would find that customer experience was way different 10 years ago. . Many failed to live up to customer expectations.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

ClearAction

AUGUST 21, 2016

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much brand-centered thinking and not enough customer-centric business management. See the math problem here?

Customer Experience 54

Customer Experience Journey mapping Surveys B2C 54

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. If I had to sum it up, everything post-sale is the domain of the Customer Success team. Honestly, I kind of stumbled into the role!

Coaching 0

Coaching Engineering Upselling Marketing 0

ijgolding

MARCH 7, 2016

Despite the growing waves of publicly available evidence that proves the positive effect a customer centric approach to business can have – and specifically the effect it has on financial performance – there will always be the doubters!

Morale 64

Morale Customer Experience Customer centricity Marketing 64