Talkdesk

JULY 7, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Guest Centricity and the Drive to be Heroic. Take care of the guest and the business will follow.

Self service 40

Self service Customer centricity Feedback Metrics 40

Talkdesk

OCTOBER 9, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Creating Customers For Life. At VMware we strive to create options for our customers.

Chief Customer Officer 40

Chief Customer Officer Enterprise Customer centricity Metrics 40

Verint

SEPTEMBER 21, 2017

“Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara. The challenge is to build customer centricity while still balancing operational efficiencies. To learn more, listen to the on-demand webinar.

Customer centricity 37

Customer centricity Service level Surveys Customer retention 37

Clarabridge

MAY 2, 2017

American Family Insurance Unpacks the Importance of a Customer-Centric Culture. To do that, he explained, you need to know how customers really feel about your brand, so you can implement changes that your customers actually want. Come back to our blog tomorrow for a recap of Day 2 at C3!

Customer centricity 40

Customer centricity Analytics Call Center Surveys 40

ijgolding

DECEMBER 19, 2016

Two days ago, my wife was asked to participate in a Sky customer feedback survey. We have actually been customers of Sky for over 15 years – one would think that makes us ‘valuable’ customers. You apparently don’t respond to survey feedback anymore as the team who dealt with this work no longer exists.

Feedback 73

Feedback Engineering Surveys Customer centricity 73

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 94

Customer centricity Coaching Employee engagement Metrics 94

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 79

Customer centricity Coaching Employee engagement Metrics 79

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Cargill introduced its “Everyday Performance Management” system, which incorporates encouragement and feedback into daily work-related conversations.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Fonolo

SEPTEMBER 19, 2017

48% of businesses are equipped to connect with customers through a message. Our favorite chart: The State of Customer Service 2017. Methodology: “[we]… surveyed over 100 customer service leaders. Methodology: “Customer management thought leaders [often] provide advice from an internal business standpoint.

Call Center 89

Call Center Contact Center B2C Benchmark 89

Aria Solutions

JUNE 1, 2018

In order to not add to the list of agent applications, contact centers should be selective about what ends up on the agent desktop, and they should monitor agent use to further refine the user interface ( Design Your Contact Center To Be Customer-Centric, Forrester Research, August 2017 ).

Contact Center 54

Contact Center Customer centricity Interactive Voice Response Analytics 54

Russel Lolacher

DECEMBER 20, 2021

As the public face of digital communications for more than a decade, our team has built a successful social customer care program to inform, educate, engage and build trust with the public. No matter how timely you are or how much context you provide, people have questions, comments and feedback. It’s essential you do.

Customer Care 98

Customer Care Transportation Government Construction 98

Customer Relationship Metrics

JULY 26, 2017

In a study by Jobvite, 95% of recruiters say hiring will be as or more competitive in the coming year (2017). When your contact center employees face angry customers, non-customers, or internal staff who are generally unpleasant, emotional labor can be particularly challenging. ” Click to Tweet. Managing Emotions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

ProProfs Blog

JANUARY 7, 2020

Always request for feedback to keep abreast of any change in customer opinion regarding the automation of your processes, either partially or fully. Automation requires a lot of planning to make sure it is successful in offering the right customer experience to your clients. When There Is Lack of Customer Centricity.

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Let’s think in customer touchpoints instead.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Aria Solutions

JUNE 1, 2018

In order to not add to the list of agent applications, contact centers should be selective about what ends up on the agent desktop, and they should monitor agent use to further refine the user interface ( Design Your Contact Center To Be Customer-Centric, Forrester Research, August 2017 ).

Contact Center 48

Contact Center Customer centricity Interactive Voice Response Analytics 48

Aria Solutions

JUNE 1, 2018

In order to not add to the list of agent applications, contact centers should be selective about what ends up on the agent desktop, and they should monitor agent use to further refine the user interface ( Design Your Contact Center To Be Customer-Centric, Forrester Research, August 2017 ).

Contact Center 48

Contact Center Customer centricity Interactive Voice Response Analytics 48

ShepHyken

DECEMBER 8, 2017

Therefore, making use of state of the art could be a means to reach the goal of delighting the customer. Acknowledge the Mobile Social Customer. According to a research , in 2015, 25 percent of the world population was using a smartphone and it was forecasted that by 2017, a third of the world population will be using it.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

aircall

FEBRUARY 13, 2017

With a fair amount of information and feedback available for them, clients and prospects tend to take their time before buying. This leads me to the next point, a modern sales process must be both milestone-centric and customer-centric. In this context, a sales manager must rethink the concept of customer centricity.

Sales 83

Sales Customer centricity Coaching CRM 83

Customer Guru

MARCH 7, 2018

She is a Certified Customer Experience Professional from the CXPA (US). In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. In your professional capacity, what are the key areas you look at to evaluate how customer-centric a business really is?

Customer centricity 60

Customer centricity Coaching Employee engagement Consulting 60

Customer Guru

FEBRUARY 20, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Marketing 78

Marketing Customer centricity Metrics Sales 78

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Often front-line teams have an excellent pulse on the customer’s wants and needs. Don’t underestimate the power of this.

Customer Service 65

Customer Service Employee engagement Customer centricity Entertainment 65

Russel Lolacher

OCTOBER 28, 2019

The average person spends two hours on social media every day. – CTV news (2017). – MIT Technology Review (2017). Here are the some of the benefits of that effort: Social capital/Public trust – Being consistently available to your customers, answering their questions and listening to their concerns will build trust over time.

Customer Care 45

Customer Care Advertising Feedback Customer centricity 45

ProProfs Blog

FEBRUARY 1, 2019

Use social media platforms as a guide to learn how the customer speak about your product. Identify the words they associate with your product when discussing them and use this to create a customer-centric benchmark of value and quality among other factors. Use Social Media to Cast A Wider Net.

Surveys 84

Surveys Benchmark Advertising Customer centricity 84

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. Forrester, 2016) The average email survey response rate is 24%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

customer sure

NOVEMBER 20, 2018

Instead, here are 4 customer-centric steps that will reduce the number of complaints you receive, and improve customer satisfaction whilst you’re on. The Forum reported that in 2017, UK businesses experienced 9.9 By getting customer feedback right, you’ve actually made the whole customer journey more satisfying.

Customer centricity 76

Customer centricity Feedback Finance Customer effort 76

Eptica

SEPTEMBER 13, 2017

Date: Wednesday, September 13, 2017 Taking the 10 steps to CX differentiation. Published on: September 13, 2017. Author: Olivier Njamfa Do you really know what your customers think of the experience your business is delivering? 10 Send ambassadors out Reinforce your successes and become widely known for your CX.

Best practices 65

Best practices Metrics Analytics Customer centricity 65

Russel Lolacher

DECEMBER 20, 2021

As the public face of digital communications for more than a decade, our team has built a successful social customer care program to inform, educate, engage and build trust with the public. No matter how timely you are or how much context you provide, people have questions, comments and feedback. It’s essential you do.

Customer Care 59

Customer Care Transportation Government Construction 59

Comm100

DECEMBER 1, 2017

This is why 34% of organizations have recognized the importance of improving their voice of the customer strategy: They want to be sure that the customer experiences that they are designing (and the investments that they are making) are what their customers are actually asking for. Customer Journey Mapping Is Gaining Importance.

Contact Center 41

Contact Center Customer centricity Journey mapping Benchmark 41

Verint

JULY 31, 2017

Listening, analyzing and acting on the voice of the customer across digital and traditional channels (e.g., The VoC strategy includes requiring that agents ask for customer feedback on 100% of calls that are handled. Make customer centricity a primary focus. YoY since 2015). Author: Tom Puthiyamadam.

Surveys 28

Surveys Analytics Healthcare Feedback 28

PeopleMetrics

DECEMBER 9, 2016

You’re probably familiar with the classic customer satisfaction survey. In fact, it’s become the new normal for companies to bombard us with their requests for feedback. So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say?

Surveys 64

Surveys Metrics Feedback Customer Experience 64

Eptica

JULY 19, 2017

Date: Wednesday, July 19, 2017 Customer service expectations – comparing Asia and the West. Published on: July 19, 2017. Put the customer at the heart of your business Amidst all the complexity and technological advances, the best way to understand and engage with customers is to ensure that you are always putting them first.

Customer Service 54

Customer Service Self service Banking Customer centricity 54

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer centricity 59

Customer centricity Marketing Journey mapping Enterprise 59

CX Journey

DECEMBER 27, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Not seeing the results or improvements you expected to see from your customer listening efforts? Not acting on the feedback your customers take their valuable time to provide is just plain wrong.

Feedback 47

Feedback Metrics Best practices Customer retention 47

Toister Performance Solutions

NOVEMBER 16, 2017

The company uses a customer-centric approach to its product design, its pre-sales support, and its customer service. Ecobee also takes voice of customer (VOC) feedback seriously, and does an impressive job deploying both Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys. The Ecobee 3 Lite.

Surveys 48

Surveys Advertising Feedback Customer centricity 48

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. Colin Dean.

Analytics 40

Analytics Customer centricity Accountability Feedback 40

CX Journey

DECEMBER 21, 2016

Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience. If you don't have a leadership team who supports and drives a customer-centric culture, forget it; it won't happen. And let's see if you make it to the Nice List in 2017.

Customer centricity 62

Customer centricity Employee engagement Feedback Customer Experience 62

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric?

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96