ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps?

Journey mapping 176

Journey mapping Customer emotions Customer effort B2C 176

CSM Magazine

MAY 5, 2023

Angela Clarkson, Head of Business Consultancy, Sabio Group One of the key issues discussed at our recent Disrupt 2023 conference in the UK was the cost-of-living crisis and its likely impact on customer service provision. Clearly there’s a direct link between reductions in consumer spending and the performance of B2C brands.

Technology 52

Technology Customer Service B2C Consulting 52

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. That was my introduction into the customer experience industry.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). All the leaders were asked the same two questions : 1.

Consulting 135

Consulting Consulting Metrics Feedback 135

delighted

NOVEMBER 2, 2021

Offering a highly targeted customer experience is much easier when you create effective buyer personas. Buyer personas (or customer personas) are representations of your ideal customers. What would convince this customer to buy from us? What would make this customer choose us over our competitors?

Best practices 82

Best practices Surveys Journey mapping B2C 82

Nicereply

JUNE 20, 2019

Research has shown that a 5% rise in customer retention can boost a brand’s income by 75% and such retention is the outcome of quality customer experience. This is even further proved by another survey by Forrester which revealed that the revenue growth of customer experience leaders is 5.1 Co-browsing.

Marketing 77

Marketing Chatbots B2C Self service 77

JivoChat

AUGUST 24, 2021

When changing your product features, you can measure the rise or fall of ticket volume to determine if the changes to your product made your customer experience easier or more difficult. Failing to solve customers’ problems is not a good look for your brand and could damage customer trust. Unresolved Tickets.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59