ShepHyken

DECEMBER 28, 2016

As an organization gets larger, there is a tendency to start to focus more on overhead and profit and less on customer acquisition, and even more important, retention. My friend and customer service colleague, Steve Digioia brought this up and asked the question, “What are the causes of this change and how do you keep this from happening?”. My first response was that yes, this does happen, and then there’s a realization that the company has to get back to focusing on the customer, playing catch

Customer Service 224

Customer Service Sales 224

Callminer

DECEMBER 28, 2016

You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one. Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. In today’s consumer-driven […].

Analytics 140

Analytics Surveys Best practices Contact Center 140

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Peter Lavers

DECEMBER 28, 2016

Peter Lavers’ blog on the “Forging the link between customer experience and innovation” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Customer Experience and Innovation” blog published on #ThinkMarketing appeared first on Think CX.

Customer Experience 100

Customer Experience 100

Advertisement

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.

ClearAction

DECEMBER 28, 2016

How to Drive Voice of Customer Insights Company-wide: 3 Steps Lynn Hunsaker. Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone company-wide. Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer experience excellence.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. 1. Shed the extra weight. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos. 2. Be better with your money.

Best practices 40

Best practices Feedback Surveys Customer Experience 40

aircall

DECEMBER 28, 2016

What is a CRM solution? Customer Relationship Management software, or CRM, is a program designed to gather all aspects of your customer information in one place. A CRM solution helps your business organize interactions and relationships with customers and prospects alike. CRM software centralizes all the data pertaining to your current and future customers, so that your team may remain on top of their tasks.

CRM 88

CRM SaaS Sales Enterprise 88

Clarabridge

DECEMBER 28, 2016

It’s time to make your resolutions for 2017. We’ve come up with 5 CX Resolutions that will help customer experience pros get the new year off to a good start. 1. Shed the extra weight. Get rid of practices that don’t provide efficient customer experience management, like long surveys, slow social engagement, or keeping your data in silos. 2. Be better with your money.

Best practices 40

Best practices Feedback Surveys Customer Experience 40

aircall

DECEMBER 28, 2016

What is a CRM solution? Customer Relationship Management software, or CRM, is a program designed to gather all aspects of your customer information in one place. A CRM solution helps your business organize interactions and relationships with customers and prospects alike. CRM software centralizes all the data pertaining to your current and future customers, so that your team may remain on top of their tasks.

CRM 79

CRM SaaS Sales Enterprise 79

Advertisement

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys