Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Ecrion

MARCH 27, 2020

The vast majority of B2C companies today claim to differentiate themselves primarily on experience–even over price. They’ve undertaken large CX projects, and the vast majority of them think they deliver exceptional experiences. Defining a Successful Customer Experience Project.

Customer Experience 74

Customer Experience Customer Journeys How To B2C 74

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

SmartKarrot

MAY 6, 2022

From a bird’s eye view, the customer journey is a simple, transactional journey happening between a seller and a buyer. However, a deeper dive into the ocean of customer journey brings you face-to-face with the complexities associated. Rather, it is a journey from A to Z with several touchpoints in between.

Customer Journeys 10

Customer Journeys Touchpoint Effort Score B2B 10

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach.

B2B 98

B2B Customer Experience Roadmap Culture 98

Kayako

JULY 30, 2018

Content Marketing Ideas for Incredible Customer Experiences. After years of building customer success teams and programs, it seemed natural to take on my next challenge – build a global customer advocacy strategy. If not, what’s holding you back from these powerful opportunities to engage with your customers?

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. 1: map your customer journey.

ROI 309

ROI How To Touchpoint Hotels 309

Hello Customer

JUNE 21, 2021

In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. Luckily, there's a handful of actions organizations can take to impact the customer experience and to learn how they can bring value. A simple NPS? Check out our free ebook about NPS ?,

Customer Centricity 98

Customer Centricity Net Promoter Score Customer Experience How To 98

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B customer service may be manual or automated.

B2B 92

B2B Customer Success Customer Service B2C 92

Totango

JUNE 4, 2021

Use These Great Customer Engagement Ideas to Increase Retention. Here are seven great customer engagement ideas you can easily put into practice. We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs.

Customer Engagement 62

Customer Engagement Engagement Customer Journeys B2C 62

Middlesex Consulting

MAY 31, 2015

Anil and I are members of the Customer Value Creation International Communications and Technology Committee. 2) About two years ago I co-authored an article in SupportIndustry.com about the six sources of B2B customer expectations. The product centric approach to create superior customer engagement is well past its sell by date.

B2C 60

B2C B2B Omni-Channel Customer Experience 60

SurveySparrow

JANUARY 24, 2020

NPS is versatile as it can be sent not only during the end of a transaction but also at regular intervals which the company deems fit. It allows you to capture feedback at important intervals during the customer journey. There are two different types of NPS: Transactional NPS. Relationship NPS.

NPS 52

NPS Touchpoint Survey Exercises 52

Gainsight

SEPTEMBER 5, 2019

It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). Increased customer expectations, especially when it comes to recurring revenue , mean that B2B companies can’t just drag and drop B2C CX strategies—even mid-touch customers are far too complex and spend far too much in ARR for that to work.

B2B 49

B2B Tips Customer Experience B2C 49

Experience Investigators by 360Connext

NOVEMBER 30, 2021

Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. CX Personas are fictionalized archetypes representing your customer. What is a CX Persona?

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

Customer Bliss

DECEMBER 13, 2016

Then took on his current roleL General Manager, Global Customer Success and Support at CA Technologies. In our discussion we explored his very deliberate path toward taking on these new roles — and how his operational experience prepared him to be successful in his customer experience role. . About Dayton.

Customer Experience 0

Customer Experience Customer Success Customer Journeys Financial 0

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. A CX platform combines all of that.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Experience Matters

JANUARY 20, 2015

This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc.,

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

Trends 90

Trends Self Service B2B Roadmap 90

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Waypoint Group

FEBRUARY 1, 2018

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach? Many companies make the mistake of relying on their own experiences as consumers to implement “survey” programs in their businesses. appeared first on Waypoint Group.

B2C 40

B2C B2B Feedback Customer Engagement 40

Heart of the Customer

APRIL 22, 2022

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. You have to analyze the journeys of decision-makers, influencers, and users, as well as how […]. You have to analyze the journeys of decision-makers, influencers, and users, as well as how […].

B2B 78

B2B Trends Strategy B2C 78

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Customers demand simplicity. Determine when customers want self-service.

Self Service 95

Self Service Strategy Effort Score Net Promoter Score 95

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Even more claim they’re customer first. Lots of companies collect feedback.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. To no surprise, this experience left a positive impression on me. OTHER COMPANIES DELIVERING WOW MOMENTS: Trader Joe’s is another great example of a company dedicated to delighting customers.

Hotels 109

Hotels B2C Loyalty B2B 109

Gainsight

MAY 14, 2020

These game-changing speakers shed light on how they are using Gainsight to structure their Customer Success organizations, use data to drive processes, solve customer problems, and deliver results for their customers. PTC talked us through customer success transformation as a marathon to win the race against churn.

NPS 52

NPS Customer Journeys Customer Success B2C 52

Gainsight

NOVEMBER 18, 2019

After months trying to convince colleagues, “Let’s do it right this time,” finally, everyone agrees to invest in a cross-functional B2B customer experience effort. Post-it notes are everywhere, laying out our customer journey map. The journey map ends up sitting on a SharePoint somewhere, unshared and unused.

Customer Journeys 9

Customer Journeys B2B Touchpoint NPS 9

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Kustomer

JANUARY 11, 2022

Of course, one potential barrier to operating in a global marketplace is the fact your customers could be in any timezone. While this isn’t a real issue in terms of ordering and logistics, it can present a problem when it comes to customer service. The answer is to implement a 24/7 customer service model. Is it worth doing?

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

Gainsight

NOVEMBER 18, 2019

Over the past few months, I’ve spoken to 50+ customer experience (CX) professionals at business-to-business (B2B) software firms and we’ve been having that feeling a lot. Yet we’re seeing varying results , especially when compared to our business-to-consumer (B2C) counterparts. Jay Nathan, Customer Imperative.

B2B 9

B2B Customer Experience Customer Journeys B2C 9

BirdEye

MAY 13, 2024

These tools can provide insights into the target audience’s unique characteristics, interests, customer journey, specific behaviors, overall demographics, and psychology. Develop accurate buyer personas With audience insights tools, you can uncover detailed information about your customers.

Tools 62

Tools Social Media Multi-Channel Advertising 62

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols. An unhappy customer will switch.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Wootric

DECEMBER 21, 2018

Last year we blogged about how Wootric prioritizes people, product and process to build products that our customers love. Focus on Machine Learning has paid dividends for our customers. More than half of our CXInsight customers are bringing two or more types of feedback (e.g. Here is a screenshot of one of our customers data.

Analytics 67

Analytics Survey e-support Analysis 67

SurveySparrow

MARCH 21, 2023

The relationship between customers and businesses is greatly influenced by the kind of experience you offer them. This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. The room for error is low.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Journeys 103

Customer Journeys Customer Success Net Promoter Score B2C 103