TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

APRIL 23, 2021

Rather, service brands tend to possess a more customer-centric organisational mindset, a more robust technology infrastructure, and greater operational flexibility due to the inherent nature of delivering outcomes rather than physical products. in 2010 to $4.1B The strength and resilience of service brands. in the same period).

Entertainment 52

Entertainment APIs Banking Customer centricity 52

TechSee

SEPTEMBER 21, 2021

But on the other hand, this loss of customer base has primarily been from low-margin video subscribers, which has effectively shifted the industry’s customer mix to more profitable broadband customers. . The move to streaming – known as “cord cutting” – is a growing trend.

Advertising 41

Advertising Entertainment Self service Banking 41

ChurnZero

JANUARY 10, 2020

“Customers’ expectations for exceptional service are changing faster than ever, so it was critical to add to the Talkdesk management team a strong CCO who can provide a thorough customer perspective in executive decisions,” said Tiago Paiva, CEO, Talkdesk.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Kayako

APRIL 25, 2017

This is why tracking customer effort transactionally can give you the most actionable results. Whether it’s updating account information, resolving a tricky bug or just figuring out how you use your product, needing to contact support means putting forth more effort. Sending a Customer Effort Survey.

Customer effort 63

Customer effort Surveys Feedback Metrics 63

CCNG

OCTOBER 19, 2022

(Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Customer Centricity Are you obsessed with your customers?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98