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. Why is this important, you might ask? Consider this mindblowing fact from a Gartner research.

Journey mapping 176

Journey mapping Customer emotions Customer effort B2C 176

delighted

NOVEMBER 2, 2021

Without having a clear idea of who you’re creating your products, marketing, and customer experiences for, your customer journey might be less effective. Your aim is to drive people to a sale or a signup – and if your journey isn’t what your potential customers are expecting or looking for, chances are they’ll go elsewhere.

Best practices 82

Best practices Surveys Journey mapping B2C 82

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. linkedin Why?

Consulting 135

Consulting Consulting Metrics Feedback 135

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. You have actively said that customer centricity must be the DNA of the company.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

JivoChat

AUGUST 24, 2021

Consider that 78% of customers will do business with you again after a mistake if you have excellent customer service. What it tells you: By performing data analysis on your ticket volume, you can identify trends and may be able to predict spikes in customer inquiries. HealthMarkets | Executive Sales Leader. Seema Nayak.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59