Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. CRM data, and more.

Journey mapping 58

Journey mapping Customer centricity Feedback CRM 58

ijgolding

JANUARY 19, 2016

Now that is not actually true (he says quickly contradicting himself) – regular readers of my ramblings will now that I am always very quick to point out that all organisations since their inception have been delivering Customer Experiences – so technically, the first ever business to be created was the ‘founder’ of Customer Experience….

Airlines 56

Airlines Customer Experience Customer centricity Self service 56

Clarabridge

AUGUST 31, 2017

As well as delivering a better customer experience, evidence shows that customer-centric businesses achieve better shareholder returns and faster growth. A 2016 Forrester report supports this, giving evidence across multiple industries that improved customer experience drives revenue growth by growing loyalty.

Analytics 40

Analytics Customer centricity Accountability Feedback 40

GetFeedback

SEPTEMBER 24, 2018

More people are becoming less susceptible to paid advertisement, the average click-through rate for banner Ads is 0.06% and 25% of Americans used Ad blockers in 2016. With all the information a consumer needs just a search away, businesses need to shift to a more customer-centric version of marketing.

Surveys 68

Surveys Advertising Marketing Analytics 68

Clarabridge

OCTOBER 12, 2016

From a customer standpoint, the health insurance industry can be quite burdensome. Not only can healthcare be expensive for the customer, but many customers don’t have a pleasant experience with their health insurance provider. Here are his experiences: Your Customer is a Person. Listen, Analyze, Act.

Healthcare 49

Healthcare Customer centricity Metrics CRM 49

Totango

AUGUST 8, 2019

Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers. He believes customers desire “something better” and that your business needs to provide that kind of continued value. Reduce churn.

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Customer centricity Brand ambassadors Enterprise Metrics 90

CX Journey

MAY 3, 2016

This is a modified version of that post, which appeared on their blog on March 30, 2016. The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes.

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Customer Experience Journey mapping Metrics Customer centricity 40

Kayako

NOVEMBER 21, 2018

The brands mentioned above aren’t just shaping the customer service experience for their customers. They’re turning excellent customer care into an expectation for all businesses. For example, companies like Zappos and Amazon have made hassle-free returns and fast shipping two of the most influential factors for online shoppers.

Banking 48

Banking Marketing Customer Service Customer centricity 48

LiveChat

OCTOBER 31, 2019

Online chat applications streamline the customer experience by reducing wait times and increasing convenience through real-time feedback. Chatbots are also a great tool to help guide customers through the buying or customer support process when agents aren’t available. Online chat.

Chatbots 57

Chatbots Wait times Call Center Sales 57

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop?

Feedback 83

Feedback Customer centricity Surveys Sales 83

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Amity

MARCH 29, 2016

SaaS Tattler Issue 80 - The Rise of a Customer-Centric Mindset. When a customer-centric organization is taking shape, everyone should formulate a mindset to simply ask themselves – “ What is my contribution to my ‘customer’ today? • Customer-Centric Companies Sweat the Details.

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Customer centricity Customer advocacy SaaS Construction 65

ijgolding

NOVEMBER 24, 2015

In 2016, I am already scheduled to work in North America and the Middle East as well as continuing my efforts in Europe and Africa. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience.

Customer Experience 59

Customer Experience Airlines Personalization Accountability 59

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Our favorite content from Annette : Unified CX: Real World Examples. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

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Customer Experience Customer Service Consulting Consulting 98

ijgolding

JUNE 21, 2017

I do not want to appear as though I am being overly critical of government bodies – some are actually very advanced in making the experience easier and simpler for those who have to interact with them – I am merely using them as an example of organisations that consumers interact with out of necessity, rather than choice.

Customer Experience 72

Customer Experience Airlines Transportation Surveys 72

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. For example, fax was certainly an important channel at one time (and still is in some sectors). take responsibility for customer communications rather than these being driven by individual departments’ internal timescales and goals.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Tenfold - Contact Center Blog

JULY 12, 2018

An example, agent attrition. Being open to employee feedback and having the ability to delegate tasks to all the right people helps with the goal-setting process. Immerse new hires and allow them to witness live customer interactions—calls, tickets, emails — via remote access or shadowing. Hire the most suitable employees.

Contact Center 66

Contact Center Management Coaching Call Center 66

Comm100

FEBRUARY 20, 2018

And, happier agents have a better overall workplace morale, which translates into the quality of customer service. As the report says, “Agents, quite simply, are the gateway to a productive, customer-centric experience.”. Value in Customer Satisfaction. Twenty percent? Fifty percent?

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

PeopleMetrics

OCTOBER 25, 2017

Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 Billion in 2016 USD 13.18 What gets measured gets done.

Customer Experience 122

Customer Experience Customer centricity Government Enterprise 122

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. 2022 has been an interesting year for Customer Success and 2023 is set to be just as exciting!

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98

Smooch

MARCH 14, 2019

Coined by Chris Messina in 2016, the term “ conversational commerce ” has been used to refer to everything from customer service chatbots to buying stuff with the help of voice assistants , to communicating with businesses via messaging apps. What’s clear is that, over the past year, more businesses have accepted it as a reality.

Chatbots 40

Chatbots APIs Airlines Enterprise 40

C Space

NOVEMBER 21, 2019

And one that’s indicative of a huge shift: the customer has become a C-suite-level conversation. A 2016 PwC survey of global CEOs revealed something fascinating. 71% of CEOs now see customers as the most powerful disruptive force facing business. This is true customer centricity.

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Customer centricity Sales Advertising Surveys 66

Lumoa

JUNE 22, 2021

But it all started back in the actually the restaurant bar and hotel business, you know, where you are close to the customer. And you realise that if you, if you don’t have a customer centric mindset, you’re never going to be able to create good experiences and this line of business good experiences is what you live from.

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Customer centricity Customer Experience Feedback Management 83