Accountability Benchmark Customer centricity Customer effort 
delighted
MARCH 15, 2019
First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Collect feedback based on customer segmentation.
Global Response
MARCH 27, 2023
When was the last time you haggled with a customer service agent over a fine-print return policy that was frustrating? Or couldn’t figure out how to adjust something important in your account? For a more complete guide to creating a customer service focused organization, read our complete guide on customer focus strategies.
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Comm100
DECEMBER 1, 2017
Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” Honoring customer channel preference (3.78/5).
PeopleMetrics
FEBRUARY 25, 2022
Some touchpoints (like calling your support line to ask questions) involve customer service while others (like using your website to learn more and make a purchase) do not. An effective strategy takes both types of touchpoints into account, including those that do not involve direct interactions between customers and your employees.
Lumoa
NOVEMBER 29, 2021
McKinsey research in the US showed that enhancing the customer experience can bring significant financial benefits : “Across industries, satisfied customers spend more and stay more loyal over time. Don’t just trust what the industry benchmarks say but test the linkage yourself with your own data.
delighted
MARCH 4, 2020
Empower customer centricity as you launch a CXM program. With so many potential ways customers can experience your brand, nearly everyone in your company is responsible in one way or another for making sure that customers remain engaged with your business by consistently having their expectations met.
delighted
MARCH 4, 2020
Empower customer centricity as you launch a CXM program. With so many potential ways customers can experience your brand, nearly everyone in your company is responsible in one way or another for making sure that customers remain engaged with your business by consistently having their expectations met. ” – Peter S.
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