Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

Nicereply

FEBRUARY 21, 2019

Currently, customer experience is a hot issue in many companies. CEO considers investing in customer experience risky or expensive. In fact, customer experience requires special attention, applying new techniques and creating partnerships. Few customers can waste one hour to answer 50 survey questions.

Marketing 45

Marketing Customer Experience Surveys Feedback 45

inmoment

AUGUST 4, 2020

Experience programs enable B2B brands to listen to clients, gather intelligence from employees, and attain a holistic understanding of where they fit in the marketplace. Well, as any customer experience (CX) practitioner knows, it’s not that simple. Who doesn’t want that?

B2B 52

B2B Education Customer centricity Surveys 52

Monet Software

FEBRUARY 13, 2020

The right tools can help unify the call center’s split personality and foster an environment that is both employee- and customer-centric. Only they can deliver the customer experience that will drive growth and success. Is this a case of “never the twain shall meet”? It doesn’t have to be! The Scheduling Problem.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. trillion in the U.S.,

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

inmoment

AUGUST 16, 2018

Becoming customer-centric doesn’t just happen. Here are five key areas that serve as building blocks for infusing customer centricity into your brand. It should be clearly defined and communicated to employees and understood—and expected—by customers.

Customer centricity 40

Customer centricity Coaching Accountability Personalization 40

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. However, convincing your customers to trust you might not be as easy as you imagine, as you will require a combination of consistency, transparency, and a customer-centric approach.

Feedback 52

Feedback Customer centricity Best practices Personalization 52

InGenius

DECEMBER 19, 2019

Contact Center Productivity: Transforming the omni-channel customer experience. All companies are shaped by their customers. And the means by which our customers communicate with us has a profound and direct impact on their perception of us, not to mention their willingness to do business with us. Pretty good for 2019!

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

Fonolo

JANUARY 22, 2020

Next Generation Customer Experience, Indian Wells. Adobe Experience Summit, Las Vegas. Customer Experience Strategies Summit, Toronto. C3: Clarabridge Customer Connections, San Diego. Customer Contact East, Ft. Smart Customer Service, Washington DC. X4 Experience Summit , Salt Lake City.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

JivoChat

FEBRUARY 17, 2022

Different from push marketing, which is basically advertising, pull marketing consists of offering valuable content, such as ebooks, tutorials, blog posts, guides, and white papers to pull visitors to your website. Sell Customer-Centric Solutions. Invest in Pull Marketing. Train Your Sales Team on How to Sell SaaS B2B.

B2B 52

B2B SaaS B2C Sales 52

NobelBiz

FEBRUARY 13, 2024

It’s no longer just about handling calls more efficiently; it’s about creating a more tailored and engaging customer experience. These features range from managing calls to analyzing customer data. This integration is crucial for delivering a customer-centric experience.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 43

Customer Service Advertising Call Center Scripts 43

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

B2C 341

B2C B2B Wireless Customer centricity 341

Beyond Philosophy

NOVEMBER 28, 2016

What wasn’t so completely understood at the time is that that this level of employee commitment and personal investment also positively impacted the employee experience. Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. For businesses that have pivoted to being customer-centric, CX is now the driver, and everything works backwards from there.

Big data 98

Big data Contact Center Analytics Metrics 98

Cisco - Contact Center

MARCH 31, 2021

When I meet someone new and introduce myself as the GM of Cisco’s Contact Center business, the response is immediate – my new contact will begin telling their personal stories of frustrating customer experiences in interacting with a business. “I Changing the Paradigm to a Customer-Centric Model by Starting with Customer Experience.

Customer Experience 72

Customer Experience Contact Center Customer centricity Government 72

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Does it understand customers, and their individual journeys?

Airlines 360

Airlines Marketing Enterprise Advertising 360

Fonolo

FEBRUARY 7, 2013

The best way for a call center to stand out as a leader is through the customer experience. It’s no surprise that an exceptional experience leads to more satisfied consumers, who continue to spend more money. Non-customer-centric contact center software will impact your agents’ efficacy.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Comm100

APRIL 26, 2020

Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. In fact, according to Forrester , 72% of businesses say that improving the customer experience is their number one priority. Check out the interview below. Why is this?

Customer centricity 52

Customer centricity Real estate Feedback Chief Customer Officer 52

Peter Lavers

JUNE 18, 2018

In my role as a SAS collaborator and recognised influencer , I was recently sent the white paper “ Darkness of Digital Shadows ” and supporting infographic. It talks about how analytics can be hampered by trying to interpret the shadows rather than the substance of the customer experience. Infographic: [link].

Marketing 100

Marketing Analytics Customer Experience Customer centricity 100

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Here’s what the experts said about customer service in 2018: 1. This researched report by Customer Contact Week explores the benefits of a workforce strategy that embraces remote agents.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Amity

FEBRUARY 10, 2017

To learn more about Eloqua's Customer Success story, download our white paper: From $0 to $1 Billion, Scaling Customer Success at Eloqua. How is the Customer Success team structured at Oracle Marketing Cloud and has that evolved over the past years? That’s what we strive to do at Oracle Marketing Cloud.

Marketing 80

Marketing Customer centricity Coaching Sales 80

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Here’s what the experts said about customer service in 2018: 1. This researched report by Customer Contact Week explores the benefits of a workforce strategy that embraces remote agents.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

SmartKarrot

JANUARY 7, 2022

You might have the customer data, but are you using the siloed data and insights into practical actions that help you grow your business and brand equity? It is about time that we started listening to our customers. Strategies are required to help solve customer problems and communicate value better than competitors.

B2B 10

B2B SaaS Feedback Customer centricity 10

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Amity

JUNE 24, 2016

However, with Customer Success, the customer is the beneficiary of an exceptional customer experience and is extracting the maximum value from the product or service they have purchased from you. But how do you describe – specifically – what you get from a Customer Success program?

SaaS 71

SaaS Customer centricity Metrics Marketing 71

Amity

NOVEMBER 13, 2014

However, with customer success, the customer is the beneficiary of an exceptional customer experience and extracting the maximum value from the product or service they have purchased from you. But how do you describe – specifically – what you get from a customer success program?

SaaS 48

SaaS Customer centricity Metrics Marketing 48