Waypoint Group

MAY 25, 2018

For four days, the biggest brands, the brightest minds, and Medallia partners and customers congregated to discuss best case practices and different strategies that enhance the customer experience for patrons and clients alike. Customer centric alignment is the fuel to create innovation. How do companies become CX leaders?

Conference 66

Conference Customer Centricity B2C B2B 66

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. I’ve never been able to thank the individual who helped me, but this kind of customer experience is unforgettable. Think beyond marketing.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Second to None

APRIL 4, 2018

Creating loyalty amongst your target customers serves a challenge for brands in any industry, and ultimately, those organizations that do inspire customers to return to their brand are positioning themselves for continued success. How are retailers working to retain customers and maintain a loyal customer base?

How To 54

How To Retail Effort Score Voice of Customer 54

Second to None

OCTOBER 16, 2018

The holiday season is approaching and it can help determine whether 2018 was a year of growth or stagnation for your retail brand. Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey.

Customer Engagement 67

Customer Engagement Engagement Ecommerce Retail 67

Second to None

FEBRUARY 6, 2019

Research revealed little to no improvement in customer experience over the course of 2018 [1]. Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. KEEPING UP WITH CUSTOMER EXPECTATIONS. 2] His take? It seems simple.

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

Second to None

FEBRUARY 19, 2019

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. 1] Customer insights from PYMNTS.com show that only 2.6% 1] Customer insights from PYMNTS.com show that only 2.6% Far from it.

Industry 73

Industry Brands Rewards Programs Loyalty 73

Second to None

FEBRUARY 19, 2019

Over the last few years, the grocery industry has been disrupted by the implementation of digital services that allow customers to do their weekly shopping without ever leaving their house. 1] Customer insights from PYMNTS.com show that only 2.6% 1] Customer insights from PYMNTS.com show that only 2.6% Far from it.

Industry 48

Industry Brands Rewards Programs Loyalty 48

Second to None

SEPTEMBER 13, 2018

1] Amazon provides its customers with unprecedented convenience, product selection, all matched with above-average customer service and a beloved Prime loyalty program. Customers can log on to their marketplace and access products across every industry, provided by third-party vendors or Amazon themselves.

Retail 54

Retail Brands Fashion Voice of Customer 54

Second to None

MARCH 28, 2018

Encouraging excellent relationships with customers can be a significant differentiator across almost every industry. Customer retention is a key signifier of a high-performance CX platform, and your brand’s ability to provide the unique value desired by your target customers. Here are four steps that can help: 1.

Net Promoter Score 59

Net Promoter Score Effort Score NPS Voice of Customer 59

Second to None

MARCH 5, 2018

This can be successful for short-term success, but organizations that are able to look past near-sighted financial surges and instead focus on building long-term relationships with customers are setting themselves up for longer periods of growth. With either metric, being customer-first provides the retailer with a distinct advantage.

Brands 54

Brands Retail ROI Metrics 54

Second to None

APRIL 2, 2018

Establishing a level of Customer Experience performance that contributes to high retention rates will ultimately be the differentiator between your brand and the competition. on April 2, 2018: “ Customer acquisition is an ongoing challenge. You need customers for your company to survive , but converting them is costly.

Omni-Channel 54

Omni-Channel Brands Voice of Customer Customers 54

Second to None

MARCH 12, 2018

Customer Experience measurement programs usually share the over-arching goal of capturing an accurate understanding of how, when and why customers purchase a product. Despite what they have in common, they could be very different customers once we dig into the details. The five dimensions include: 1. My Motivation. My Attention.

Brands 54

Brands Voice of Customer Connections Customers 54

Second to None

MARCH 21, 2018

Brands that operate in the B2B space have just as much of a responsibility to provide a great Customer Experience to their users than traditional B2C organizations. The ability to capture the voice of your customer and act on these insights can separate your brand from competitors in the industry. Be what you say you are.

B2B 59

B2B B2C Transportation Voice of Customer 59

Second to None

MARCH 7, 2018

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes. Segment and score customers.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

Second to None

JANUARY 22, 2019

Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. This piece was originally published by Huffington Post on January 4, 2018. Use technology to enhance customer’s experience not yours.

Telecommunications 48

Telecommunications Effort Score B2C Voice of Customer 48

Team HGS

FEBRUARY 13, 2018

What Does Good Customer Service Look Like? At our February 7 webinar, Andrew Kokes, HGS Global Head of Marketing, and Henry Bruckstein, Founder, CANAM Research jointly presented the results of our first-ever “State of Customer Experience” Survey of nearly 100 customer experience executives, vice presidents, and directors.

Net Promoter Score 40

Net Promoter Score Customer Service Chatbots Contact Center 40

Second to None

JUNE 7, 2018

Creating a lasting impression in the minds of your target customers can be a daunting task for brands across different industries. Creating an online experience that pushes customers further along their path-to-purchase can be a differentiator between growth and stagnation.

Social Media 59

Social Media Voice of Customer Brands Advertising 59

COPC

SEPTEMBER 9, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. Our next-generation customer service system is the bridge between Ant Financial and our customers.

Financial 40

Financial Self Service Customer Satisfaction Innovation 40

Second to None

AUGUST 2, 2018

From unclean environments to terrible examples of customer service, these moments can have a permanent and poisonous impact on the perception that consumers have of your organization. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft. 1] [link].

Brands 59

Brands Airlines Social Media Voice of Customer 59

Second to None

MARCH 19, 2018

Creating a leading Customer Experience requires utilizing every tool at your disposal. Every moment along the customer journey can impact the way customer’s perceive your brand, including moments in which there isn’t even a direct interaction with an employee. Personalize each situation for the customer.

Voice of Customer 59

Voice of Customer Report Brands Customer Journeys 59

Second to None

APRIL 9, 2018

As a result, Sephora has managed to provide the unique value that their customers want, and provide this value at every point along the customer journey. The company had to take a step back and consider how the customer today shops, and then realign itself accordingly. “We

Brands 54

Brands Retail Loyalty Fashion 54

COPC

SEPTEMBER 3, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. We also realised that consumers in China are very keen to adopt technology-empowered customer service.

Financial 40

Financial Self Service Customer Satisfaction System 40

Stella Connect

OCTOBER 26, 2021

Managers spend their days coaching and training their team on brand standards, best practices, and overcoming common customer issues. Agents keep up with incoming tickets and customer queries, with little insight into their performance and even less visibility into what they need to do to develop and grow. But, it doesn’t have to be.

Call Center 52

Call Center Management Contact Center Effort Score 52

Second to None

FEBRUARY 19, 2018

Personalization can serve as a differentiator for your brand’s Customer Experience platform, but there is a fine line between providing a uniquely specific service and creating an invasive perception of your brand. With that in mind, here are four key concepts to keep in mind when thinking about how you’ll do personalization in 2018: 1.

Retail 59

Retail Brands Consumers Guidelines 59

Second to None

MARCH 14, 2018

Providing value to customers beyond the product or service you are selling is important to establishing a leading Customer Experience platform. By converting these channels into experiential destinations, you are proving to your customers that your relationship goes beyond simply being transactional. Executing a Memorable Event.

Strategy 54

Strategy ROI Social Media Return on Investment 54

Second to None

APRIL 24, 2018

If you feel like 2018 is your time to get into mobile marketing for your business , there are a few common mistakes and faux pas you can easily avoid right from the start. Smart devices and mobile technology create unique opportunities for small businesses to reach potential customers. The question is: How do you get started?

Marketing 59

Marketing Advertising Social Media Voice of Customer 59

Second to None

FEBRUARY 8, 2018

The ability to push your organizational website to the top of related search queries can serve as a huge positive for your online customer acquisition rates. on January 31, 2018: “It may come as no surprise that more than 70 percent of customers start their purchase journeys on their laptops, phones or tablets.

Consumers 67

Consumers Strategy Voice of Customer Trends 67

Second to None

FEBRUARY 23, 2018

Advanced technology has opened up a new world of brand-to-customer communications, but simply upgrading your CX infrastructure is not enough to become an industry leader. Ultimately, non-technology focused moments throughout the customer journey will have the biggest impact on your brand’s ability to form relationships with customers.

Technology 54

Technology Brands Voice of Customer Communication 54

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. Stacy : (01:08) I joined Schindler summer of 2018.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

COPC

NOVEMBER 13, 2019

“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our customer service centre provides services to both customers and drivers. As the frontline of Shouqi Limousine & Chauffeur, customer service is the key touch point for both drivers and customers.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

Second to None

SEPTEMBER 20, 2018

It’s no wonder then that as customer habits transitioned further towards mobile, Google answered. On the March 26th of 2018, Google announced that they were rolling out mobile-first indexing. Google’s changes mean that customer journey mapping is vital to understanding behavioural patterns that eventually lead to conversion.

Ecommerce 54

Ecommerce Customer Experience Customer Journeys How To 54

Second to None

MARCH 13, 2019

Joking aside, mobile engagement is at an all-time high, which in-turn has changed the way customers think and behave. Over the years mobile practices have shifted customer interactions from face to face to screen to screen. It is only appropriate to create a mobile customer experience in which the individual leads the way.

Customer Experience 82

Customer Experience Multi-Channel Consumers Customer Centricity 82

Pink Guava

OCTOBER 31, 2018

Customer Experience Transformation Program for Beginners -Do It Yourself (DIY) Fourth industrial revolution is the age of disruption and rapid change. Customer experience is becoming an important yardstick to survive and thrive. Remember, these champions have to be self motivated, customer centric and teamplayers.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

Second to None

APRIL 6, 2018

Establishing a solid block of your customer’s “mindshare” can be very valuable to establishing long-term customer relationships. Ultimately, to accomplish this your brand needs to provide a great service and be an experiential destination for your target customer segments.

Brands 61

Brands Customer Centricity Voice of Customer Consumers 61