ShepHyken
DECEMBER 19, 2023
If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. For now, you can guess. Cindy, from my office, had a customer service issue. She answered a few questions, and once the technology identified her problem, a chatbot popped up.
Playvox
FEBRUARY 6, 2024
Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? But why stop there?
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Enghouse Interactive
MAY 7, 2021
Everything is now relative… the customer experience offered by all the other companies is resetting the bar… higher and higher on a daily basis. This has led to customers thinking that the only experience that matters is their digital experience, across all touchpoints with your organization.
Beyond Philosophy
JANUARY 26, 2015
One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches. If we do, we can continue to protect the technologies that have unleashed untold opportunities for people around the globe. This is a law for the “non-Customer centric” organizations. The answer is No!
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
ShepHyken
MAY 26, 2023
She writes about next-generation loyalty programs and how they can enhance customer experience. Innovative Elements of Next-Generation Loyalty Programs Next-generation loyalty programs introduce a range of innovative elements that enhance customer experiences and drive engagement.
ShepHyken
AUGUST 21, 2023
To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology. Respond quickly and be available through your customers’ preferred channels, such as phone, email, text, and social media.
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This involves your contact center design, the data you use, and some critical customer-centric capabilities. With the right environment, your contact center will transform from a necessary operation to a beacon of customer excellence for your company’s brand. Focus on people, not technology. Make conversations personal.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Speaker: Sarah Tarraf, Director of Customer Experience, Gongos & David Robbins, Account Strategist, Gongos
Customer experience is at a tipping point. Despite increasing investment in tools and technologies, executives still struggle to demonstrate the impact to the bottom line – and perhaps more importantly, the value these bring to customers. But tools and technologies aren’t enough.
Speaker: Tom Vander Well, President & CEO, Intelligentics
Technology is allowing for a growing number of communication channels between businesses and their customers. As businesses contemplate the various options available, questions naturally arise about the pros and cons of various communication channels, the costs involved, and whether customers will use them. And there’s the rub.
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