Natalie Petouhof

DECEMBER 8, 2015

Gary Ambrosino, CEO of TimeTrade goes on to say, “In-branch service has been suffering, and banks are losing customers as a result. We recently did a study and found that 60 percent of consumers lack a personal connection to their banks. With the increase in work-at-home employees, this may be a very smart move! DrNatalie Petouhoff.

Banking 45

Banking Enterprise Wait times Contact Center 45

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

For companies looking to establish a customer-first mindset at their call center, the essential part is to understand the customers in terms of their interests, behavior and needs. A study from NewVoiceMedia indicates that companies lose more than $62 billion due to poor customer service.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Natalie Petouhof

FEBRUARY 21, 2016

Using the Marketing Cloud to Increase Conversion, Targeting, Relevancy… Using Customer Service Cloud to Service Customers Reactively, Proactively and Drive Marketing. Using the Customer Experience Cloud To Drive Awesome Customer Experiences. Data to Decisions – Using data to make informed business decisions.

Customer Experience 40

Customer Experience Customer Service Enterprise Big data 40

NobelBiz

FEBRUARY 22, 2023

Contact center data plays a significant part in this growth, and the most successful firms make the most of this technology. As big Data for contact centers is bringing insights and business possibilities at every level of the organization if managed correctly. Data analytics can also be used in the hiring process.

Analytics 52

Analytics Call Center Big data Contact Center 52

ShepHyken

SEPTEMBER 21, 2018

Customers who canceled because of price are more likely to come back than those who left because of poor service’ – (Source: Georgia State University Study). ‘70% 70% of customers leave a company because of poor service, which is usually attributed to a salesperson’ – (Source: Peppers & Rogers Group). ‘67%

Customer Experience 264

Customer Experience Big data Technology Chatbots 264

C3Centricity

AUGUST 17, 2020

Another study summarised on Forbes and run across 30 markets globally, shows that engagement has increased 61% over normal social media usage rates. Companies can no longer hide like they once did; customers are out to highlight their dissatisfaction and point the finger when they are less than happy with a product or service.

Customer centricity 63

Customer centricity Big data Airlines Marketing 63

C3Centricity

DECEMBER 3, 2018

Their explanation for this is that “only 29% of marketers believe they have the necessary skills to analyse data, with 44% planning on investing in further training over the next two years to boost confidence within their organisations around the handling of information.” No company can afford to be a customer service laggard.”

Big data 59

Big data Marketing B2C CRM 59

Clarabridge

JUNE 29, 2017

Only 15% of newly introduced consumer goods will be around in two years, per a study from Neilson. By pairing consumer feedback with demographic and sales data, they have insight into what’s effective and what’s not. Just know that some websites block applications typically used to harness data.

Feedback 40

Feedback Surveys Advertising Big data 40

Natalie Petouhof

MAY 9, 2016

Often times companies don’t realize they are taking themselves out of the running when a customer sees (in forums, ratings, review sites, social media…) that the company is not responding, doesn’t show it cares and isn’t there to work with the customer to make things right.

Banking 40

Banking Sales Marketing B2B 40

aircall

NOVEMBER 17, 2016

Communication tools are evolving to meet customer expectations, and provide an intuitive and effective tool for support and sales teams alike. Their combined expertise makes for a seamless experience on the customer’s end and on your own team’s. The future of customer support may lie in AI.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Skybridge

JULY 16, 2020

As you read his 10 Traits of Customer-Centric Brands, consider these two questions: What does your organization need to do to catch up and keep up with your customers’ needs? How is your current customer care operation supporting your brand in being customer centric? Senior Vice President, Sales and Marketing.

Customer centricity 52

Customer centricity Finance Advertising Big data 52