SharpenCX

OCTOBER 1, 2023

Personalizing the customer experience. Many often debate and overcomplicate what personalizatio n means, but it boils down to a few key concepts: treating customers like humans rather than numbers and making their lives easier by solving their problems faster and anticipating their needs.

Personalization 67

Personalization Customer Experience Interactive Voice Response Contact Center 67

Beyond Philosophy

NOVEMBER 1, 2017

Last week, the Senate voted to repeal a rule that banned most mandatory arbitration clauses in credit card agreements, checking account agreements, car loans, and many other types of consumer banking transactions. They expose patterns of wrongdoing and hold big corporations accountable. million fake accounts , things only got worse.

Banking 276

Banking Consulting Consulting Accountability 276

Solvvy

JUNE 17, 2021

Scribd’s platform offers access to the best ebooks, audiobooks, magazine articles, documents, and more for over a million people around the world. Solvvy’s complete chatbot and automation platform offer ease of implementation for tiered support and guide users based on their defined level in their account.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Talkdesk

MARCH 4, 2021

When I was preparing to move from one country to another, I wanted to put all my finances in the right order: close some bank accounts I haven’t been using, ask for bank statements, etc. 4 steps to boost customer experience: 1. Instead of spending half my day, it should’ve taken only half an hour. . Does it make them mobile?

Customer Experience 94

Customer Experience Banking Contact center software Contact Center 94

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives. Download Now. Set Clear Objectives.

Customer Experience 116

Customer Experience Morale Journey mapping Customer centricity 116

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

Customer Experience 314

Customer Experience Consulting Consulting Marketing 314

Beyond Philosophy

DECEMBER 6, 2017

Presidential Twitter accounts come to mind as an example here. Sign up now for our new Podcast series ‘The Intuitive Customer’ starting January 4th and get our free ebook. If you liked this article, you might also enjoy these: Changing Customer Behavior with a Little Nudge. Sliced bread is a good example.

Healthcare 360

Healthcare Consulting Consulting Customer Experience 360

Beyond Philosophy

JANUARY 26, 2015

. “ Unlocking the Hidden Customer Experience: Short Stories of Remarkable Practices that Ensure Success” is designed to help organizations take their Customer Experience to the next level. All attendees will receive a discount code for 50% off the eBook. 4 Ways to Gain Customers’ Trust in Data Security.

Customer centricity 257

Customer centricity Government Customer emotions Consulting 257

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Yes and no.

Best practices 52

Best practices Accountability Management Metrics 52

PeopleMetrics

APRIL 15, 2016

In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences. Customer Experience Best Practices: Remember Context. Examples include getting driving directions, checking account balances, or confirming that actor was in that movie I saw. Which is this: They’re irritating.

Best practices 88

Best practices Customer Experience Wireless Feedback 88

Inbenta

MARCH 13, 2023

By ChatGPT’s estimates, that is equivalent to around 30 billion eBooks. What benefits can Generative AI bring to customer experience more broadly? While Generative AI can help businesses instantaneously draft content and responses that can be used in a conversational setting, its client/customer- readiness is questionable.

Chatbots 111

Chatbots Accountability Enterprise Marketing 111

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. To get you ready for what is next in Customer Experience, let us review what we have learned so far. Is a ‘Human Free’ Experience the Future?

Advertising 298

Advertising Entertainment Customer emotions Customer Experience 298

SharpenCX

NOVEMBER 17, 2021

And that’s why this month we’re crushing on Spotify’s customer retention strategy. Here are a few reasons we admire Spotify’s customer experience strategy. Spotify emphasizes customer onboarding. For Spotify, customer retention starts at the beginning of the customer relationship.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Beyond Philosophy

MAY 23, 2016

Not one initiative on the budget was focused on improving the Customer Experience. As Customer Experience consultants, we see this kind of behavior all the time, in many different industries. I’ll bet most of you can guess what that means for the Customer Experience. Everything was focussed on cost cutting.

Customer centricity 280

Customer centricity Consulting Consulting Customer Experience 280

Lumoa

MAY 19, 2022

According to our State of the Shopping Apps Report for 2022, technical variables have a huge impact on customer satisfaction levels – but the list of factors that users take into account doesn’t stop there. Textual examples of customer reviews that illustrate their pain points.

Feedback 83

Feedback Sales Customer Experience Accountability 83

ClientSuccess

AUGUST 31, 2020

Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. . The experience and sentiment of your customer accounts were more than likely a catalyst for implementing this new customer success platform.

SaaS 105

SaaS Accountability Metrics Sales 105

SharpenCX

JANUARY 15, 2020

Today marks our inaugural brand crush post , where we shell out all the details of companies changing the game in customer experience. They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates. We’re more interested in those stories. First up: Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. By the time an issue is found, the customer experience has already suffered.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Influitive

JANUARY 16, 2017

Account-based marketing (ABM) is one of the hottest marketing trends right now—and with good reason. Today’s customers don’t want to be treated like just another email address. They expect personalized, relevant experiences.

Accountability 55

Accountability Marketing B2B Personalization 55

ClientSuccess

AUGUST 3, 2020

Additionally, as customers move through the customer journey, a customer success platform provides visibility and accountability to customer success teams to ensure that nothing slips through the cracks in the process. Is your customer success platform future-proof? Toolkit: Customer Success Leaders Toolkit.

SaaS 81

SaaS Accountability Metrics Sales 81

ChurnZero

MARCH 3, 2022

Exactly how you get customers to embrace your product instead of merely moving (erm, politely pushing) them through the motions and hoping for adoption? That’s what we set out to ask the Customer Success experts. Download this eBook to learn how to crust your SaaS Customer Onboarding. Customer Success around the web.

SaaS 98

SaaS Customer retention Surveys Consulting 98

Noble Systems

OCTOBER 7, 2020

WFM is a powerful driver of extraordinary customer experience and service level attainment. But mismanagement can lead to contact center inefficiency, customer and agent dissatisfaction and loss of revenue. You will compromise the customer experience and service levels and frustrate both customers and agents.

Service level 98

Service level Contact Center Accountability Time management 98

Interactions

FEBRUARY 25, 2022

Businesses are in a constant battle of trying to balance providing value to their customers (through initiatives like customer experience), without letting their costs go wild. Bean example shows how too much focus on customer experience without considering costs can also damage a business. Keep it simple.

Customer Service 62

Customer Service Contact Center Technology Enterprise 62

ClientSuccess

AUGUST 24, 2021

Whether you’re looking for a new way to manage the sales > onboarding process or if you want to find creative ways to optimize your current handoffs, this new customer playbook can help. Check out the steps your team can take to optimize your sales through onboarding customer experience: 1. Interested in learning more?

Accountability 52

Accountability Sales Surveys CRM 52

Interactions

SEPTEMBER 2, 2021

Specifically in banking, there are multiple challenges to customer service. Paired with the fact that customers need immediate access to their accounts, this creates a difficult balance between accessibility and security. . This can save banks from fines and create a consistent experience across all touchpoints with the brand.

Banking 62

Banking Virtual Agent Self service Wait times 62

Creative Virtual

FEBRUARY 24, 2022

They often lead to an escalation to a live chat session or a call to the contact centre for resolution, meaning your support agents are left to deal with the immediate impacts of that poor experience. This is why using a high-quality conversational AI technology to build your chatbot is so important.

Chatbots 59

Chatbots Self service Virtual Agent Accountability 59

ClientSuccess

NOVEMBER 29, 2022

Here are five essential skills every successful CSM needs to have in order to deliver the best customer experience possible: 1. Listening is a key skill for any customer success manager. Listening to your customers helps you to establish strong relationships with them, and to understand their needs and wants.

SaaS 52

SaaS Accountability Management Customer Experience 52

ClientSuccess

JUNE 22, 2022

As any CSM has been told – and has realized – many times, no two customer experiences are the same. Every customer has unique goals and is looking to a vendor organization to help solve a problem or two. eBook: 3 Steps To Putting Your Customer First This Year. Toolkit: How To Build Customer Loyalty.

Benchmark 52

Benchmark Customer retention Accountability Customer Experience 52

Playvox

AUGUST 11, 2022

And that amount doesn’t even take into account the cost incurred by agents spending time on tagging rather than helping customers more quickly. Related eBook: The 2022 QM Success Blueprint: Improve & Monitor Your Contact Center Agents. Support conversations are tagged to learn from customer complaints and questions.

Analytics 83

Analytics Customer Support Benchmark Accountability 83

ClientSuccess

DECEMBER 12, 2022

When making a switch from one compensation plan to another for your Customer Success Managers (CSMs), it’s important to make the transition as smooth and considerate as possible. At Omniture, one Strategic CSM in EMEA was a vital part of driving value for an esteemed Global Fortune 100 customer one year. Who Owns the Renewal?

Management 87

Management Accountability Sales Upselling 87

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations. Why Follow the Golden Rule?

Benchmark 80

Benchmark Upselling Education Best practices 80

ClientSuccess

JANUARY 3, 2023

To measure this, many businesses use a Net Promoter Score (NPS), an index ranging from -100 to 100 that indicates customer loyalty and overall satisfaction with your offering. Additionally, ask customers why they either do or don’t refer your product or service. Shows that you’re genuinely curious about how the customer’s world works.

Best practices 81

Best practices Consulting Consulting Metrics 81

Inbenta

NOVEMBER 9, 2021

There is little surprise then that the new wave of digital banking is all about customer experience. . Banks need to improve the quality of their customer service without sacrificing time to redundant user queries. check account balances. Free ebook: Automating Customer Service—A Complete Guide.

Banking 95

Banking Chatbots Customer Care Self service 95

Interactions

JUNE 4, 2020

If a vendor promises an easy solution, they are not fully understanding what it takes to deliver an optimal customer experience. . A one-size-fits-all solution may work for some technologies, but Conversational AI needs to be designed in order to deliver the best customer experiences that are relevant and natural for your customers.

Construction 71

Construction Accountability Technology Customer Experience 71

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. This is to ensure the board – and the customers selected for the board – is mutually beneficial and is meeting outlined objectives. Ready to learn more?

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

Nicereply

MAY 4, 2022

It is one of the most important ways you can build meaningful relationships with your customers, strengthen their trust in your brand, and ultimately drive new sales. This is why creating a stellar customer experience is essential for your eCommerce business. The best eCommerce communities are driven by great customer service.

Best practices 98

Best practices Self service Sales Surveys 98

Netomi

MAY 11, 2022

This lack of a steady income means that these workers struggle to access investment accounts, loans, insurance and other financial products, which also means they are likely to face difficulties when paying for unexpected emergencies, such as costly medical treatments. AI + Fintech Companies = The Ultimate CX for Gig Economy Workers.

Finance 52

Finance Chatbots Banking Accountability 52