ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 246

Customer Experience Advertising Employee engagement Sales 246

HGS

MAY 22, 2018

There are key differences between other industries and healthcare organizations, which have to navigate these market complexities: 1. More stringent compliance— When it comes to protecting member/patient/customer, and partner data, as well as storing it as securely, healthcare carries a much heavier risk and burden than most other industries.

Healthcare 100

Healthcare B2C Government Analytics 100

CCNG

OCTOBER 19, 2022

(Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Netomi

JANUARY 5, 2022

Her areas of expertise include market research, program management, marketing, instructional design, and training. 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. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

DECEMBER 31, 2017

You should have two camps of VoC: (1) exploring customers’ expectations, workarounds, consequences, and ultimate objectives among all the players who influence buying decisions and (2) monitoring what’s working and what’s not, with emphasis on moments of truth (pivot points for customer churn in their end-to-end journey). (2)

Customer Experience 54

Customer Experience Morale Accountability Surveys 54

RichCall

SEPTEMBER 13, 2017

Shep Hyken , Customer Service and Experience expert – hyken.com. Evan Kirstel , Social media innovator and B2B marketer. According to Teresa, contact centers will need to: move beyond supporting all channels (omnichannel) seamlessly to becoming a hub of customer interactions for the enterprise. Teresa Cottam. Kate Legett.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

C3Centricity

SEPTEMBER 3, 2018

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Customer Centricity. By your customer care, that’s how.

Customer centricity 67

Customer centricity Best practices Customer Care Customer Service 67