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Top 5 Customer Service & CX Articles for Week of March 18, 2024

ShepHyken

How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience. It will be easier than ever to renew a passport, check on Social Security benefits, get answers related to taxes, and much, much more.

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Learn from the Best: Tips on Being Customer Centric

PeopleMetrics

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. ” All Day, Every Day, Stay Customer Centric.

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Examining the Silent Killer of Customer-Centric Strategies

Tethr

What company today doesn’t profess to be “customer-centric?” When I ask leaders what they mean by being “customer-centric,” they typically tell me that it means putting the customer’s interests first—the belief being that the best way to generate value for the enterprise is to first deliver value to the customer.

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Guest Post: Customer Experience: Expectation vs. Reality

ShepHyken

A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. . Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

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Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

Overall, RightNow found that 86% of consumers would spend more for a better customer experience (CEI Report, 2011, RightNow). The study explored attitudes and preferences toward customer service. After this positive result, 31% of consumers said they purchased more from the retailer. and nine other countries.

Airlines 400
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Women Want Social Responsibility from Their Brands

Beyond Philosophy

This percentage represented an increase of 10% over the previous three years (45% global average in 2011). A 2014 Nielsen survey revealed 55% (global average) of respondents, male and female, would pay more for products from companies with a commitment to corporate social responsibility. To see all the numbers from the survey, click here.

Surveys 274
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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.