CustomerGauge

JULY 4, 2017

American Express, ABN AMRO, HSBC, Royal Bank of Scotland (RBS), USAA have one thing in common – they are all financial services companies operating in a sector not so famous for customer centricity. The average NPS® score for the financial services sector sits at 34, whereas industries like technology and consumer brands are above with […].

Benchmark 75

Benchmark Banking Customer centricity Technology 75

CSM Magazine

JULY 4, 2017

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. Happy employees are inclined to go above and beyond for your customers.

Management 72

Management Customer Service Airlines Employee engagement 72

Amity

JULY 4, 2017

This post is a collaboration with our partner Wootric , the Net Promoter Score platform for boosting customer happiness. NPS is a simple one-question survey in which you ask your customer “How likely are you to recommend our product to friends or colleagues?” Because NPS is a strong indicator of customer satisfaction across support, product, success, and more, it’s meaningful for all departments.

Surveys 66

Surveys SaaS Feedback Customer advocacy 66

ijgolding

JULY 4, 2017

Over the last five years, a small number of organisations have featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practice in the field of Customer Experience Management. It is inspiring to be able to share insight and ideas from those who have been able to take the principles of Customer Experience and firmly embed them into the very fabric of the way their companies work.

Customer centricity 61

Customer centricity Best practices Benchmark Coaching 61

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Toister Performance Solutions

JULY 4, 2017

Photo credit: Vince Alongi. The Fourth of July is celebrated each year as America's Independence Day. Yet most people I talk to don't know why it's celebrated on this particular day. Most assume it's the day the Declaration of Independence was signed. It's not. The majority of our founding fathers didn't sign the document until August of that year, and there certainly wasn't one large signing ceremony like the one depicted in Trumbull's famous painting that hangs in the US Capitol building.

Customer Service 53

Customer Service 53

CSM Magazine

JULY 4, 2017

Online shopping rates have never been higher as consumers continue to abandon traditional brick and mortars in favor of online e-tailers. The current retail crisis has created a real demand for speed, convenience and optimization in e-commerce, and in response, retailers are increasingly leveraging tech capabilities to create new ways to engage with consumers and boost satisfaction levels.

Personalization 40

Personalization Sales Technology Customer Support 40

CSM Magazine

JULY 4, 2017

How many processes in your business can cause a Moment of Misery? Shep Hyken explores how some customer complaints can be avoided by making common-sense changes. My friend went to dinner with his wife to celebrate their anniversary. The server overheard them talking about how many years they had been married and was flattered they chose to spend their special night at the restaurant.

Advertising 40

Advertising 40