CX Accelerator

SEPTEMBER 24, 2019

There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. We’ve all been there.

Customer centricity 208

Customer centricity Education Government Personalization 208

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

CX Accelerator

SEPTEMBER 24, 2019

There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. We’ve all been there.

Customer centricity 182

Customer centricity Education Government Personalization 182

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Beyond Philosophy

JUNE 4, 2015

Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. To that end here are 3 tips for using the Omni Channel Approach and Mobile Technology to your advantage: 1. Macy’s is using the best of both worlds, both virtual and actual to drive business.

Customer centricity 353

Customer centricity Technology Marketing Customer Experience 353

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Plus, if you’re only getting news from your vendors, you might not be getting the full picture. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Beyond Philosophy

JULY 23, 2015

Yes, we may all be doing it, but it’s killing our chance of reaching greater productivity and harming the quality of our work. Author Ed Batista addresses this in his post on Harvard Business Review’s blog. He compares to our global connectivity with the famous marshmallow test for kids from the late 1960s.

Airlines 389

Airlines Customer centricity Personalization Marketing 389

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Nicereply

JUNE 12, 2023

Good customer service training is one of the most important components of your support team’s success. Customer service isn’t just a box to check. It’s the pillar that enables customer success, unlocks customer satisfaction, creates brand loyalty, and propels organizations towards sustainable growth.

Customer Service 84

Customer Service Best practices Construction Customer centricity 84

Kayako

MAY 12, 2016

It might surprise you to know that there are two regular podcasts dedicated to nothing but customer support. With one of those having 100+ episodes, how much more could there possibly be to say about customer support? Much like the early days of B2B “inbound” marketing, customer support didn’t really exist ten years ago.

Customer Support 51

Customer Support Best practices Technical Support Call Center 51

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Michael Lowenstein, Ph.D.,

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150

ProProfs Blog

AUGUST 19, 2020

In a parallel universe, customers might be 100% satisfied with every brand they buy from. However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. As a leader, Jeff has always emphasized the power of customer service. Let us get started!

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158

Creative Virtual

OCTOBER 3, 2022

Happy Customer Service Week! Observed every year during the first full week of October, Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. They are available to their customers on the channels they prefer.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you?

Customer centricity 71

Customer centricity Journey mapping Marketing Personalization 71

ProProfs Blog

MARCH 28, 2019

Your company is the best in the business. You have world-class products because you buy from the best suppliers using top-notch materials. Everyone buys from you and your competitors cannot even come close in matching your quality and product range! The only way to do this, obviously, is customer-centric copywriting.

Customer centricity 83

Customer centricity Scripts Education Healthcare 83

Calabrio

JUNE 29, 2020

In just two months, our focus on nurturing a human-centric workplace faced an entirely new challenge when we pivoted to a 100 percent work-from-home model due to COVID-19. . I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running.

Best practices 105

Best practices Employee engagement Consulting Consulting 105

Totango

JULY 19, 2021

The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable. Qualities of an ideal CSM include. .

Upselling 123

Upselling Feedback Surveys Customer advocacy 123

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

CSM Magazine

AUGUST 8, 2023

The message from Dave Hoekstra at Calabrio is ‘Keep it simple.’ Discover the secret to agent wellbeing in your contact centre with hints and tips that work. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. And yet it continues to be an elusive and difficult to achieve goal.

Customer effort 120

Customer effort Journey mapping Wait times Customer centricity 120

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. In This Article: What is Voice of Customer(VoC) and Why Is It Important?

Feedback 94

Feedback Best practices Analytics Surveys 94

C3Centricity

JULY 8, 2020

What makes a website great for your customers? What makes a website great for your potential customers? One that encourages current and potential customers to both see and engage with your content. I published a post on this topic years ago, which included the seven things that must be on your website.

Entertainment 83

Entertainment Customer centricity Advertising Real estate 83

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? Naturally, businesses will want to rely on customer loyalty for sustainable growth and profitability. This is where customer success comes in. ” The math and learning are simple.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? Five Rules of Customer Observation for Greater Success.

Customer centricity 62

Customer centricity Marketing Personalization Best practices 62

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

ProProfs Blog

MAY 1, 2020

Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. Helps operators to learn at their own pace. Learn anytime, anywhere.

Customer Service 128

Customer Service Customer Support Education Feedback 128

ProProfs Blog

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Your customer service team, of course!

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

JustCall

DECEMBER 24, 2022

12 Customer Service Improvement Strategies and Best Practices. In today’s era, customers demand top-notch customer service. The bar is raised so high that roughly 61% of customers would switch to another brand after a single bad customer service experience! 71% of customers demand personalized interactions.

Best practices 52

Best practices Customer Service Customer centricity Self service 52

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. You can find the initial Q&A recap from the webinar here.

Metrics 97

Metrics Calibration Accountability Customer Experience 97

inmoment

AUGUST 17, 2020

It’s not uncommon for organizations to consider customer experience (CX) programs a nicety—something powerful, no doubt, but also just a luxury instead of an essential component of business success. Pitching Customer Centricity. Pitching Customer Centricity. Method #2: Pitching Customer Centricity.

Customer centricity 59

Customer centricity Feedback Upselling Customer Experience 59

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. However, simply automating processes for the sake of automating delivers mixed results at best. Out with the old, in with the new!

Contact Center 98

Contact Center Enterprise Education Metrics 98

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 83

Analytics Customer Experience Management Surveys 83

Totango

AUGUST 12, 2020

Customer onboarding is an introduction to a new way of working. Your customer has sought out your product because they hope it will bring them value and growth. The most effective ways to take the stress out of that transition are to build the customer onboarding experience around simple steps and a clear path to value.

SaaS 87

SaaS Upselling Enterprise Best practices 87

Nicereply

APRIL 21, 2022

Video marketing is helpful at every stage of a marketing funnel – from attracting initial leads at the first instance to closing a sale and converting at the other end. Video marketing is helpful at every stage of a marketing funnel – from attracting initial leads at the first instance to closing a sale and converting at the other end.

Customer Service 98

Customer Service Scripts Consulting Consulting 98