ECXO

JUNE 23, 2024

Happy customers are more likely to become brand advocates, spreading positive word-of-mouth and driving referrals. From the company’s perspective, customer success is a strategic asset. Ensuring customers are thriving, it directly contributes to reducing churn rates and increasing lifetime value.

Customer Centricity 344

Customer Centricity Culture Customer Journeys Customer Satisfaction 344

COPC

APRIL 6, 2018

Industry-specific (or even brand-specific) metrics are also important and should be implemented where appropriate. Furthermore, companies should strive to place these metrics within the wider context of the entire customer journey. The post Emphasizing Customer-Focused Metrics in Non-Voice Channels appeared first on COPC Inc.

Metrics 40

Metrics Customer Focused Call Center Social Media 40

Lumoa

FEBRUARY 7, 2023

VoC delves beyond the surface level of customer feedback to uncover their underlying desires, requirements, and expectations. By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image.

Analysis 423

Analysis Data How To Customer Centricity 423

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. First, understand the true costs of NOT investing in customer experience.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Second to None

FEBRUARY 12, 2018

Crafting a leading customer service strategy can serve as a differentiator for brands in any industry, because it is this kind of value that truly sticks out to customers in this age of indulgence. This piece was originally published by Hyken : “I’ve written about the customer service gap before.

Brands 59

Brands Leadership Voice of Customer Survey 59

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

There is no doubt the experience employees have, how engaged they are, and how well prepared they are has a direct impact on customer experience. According to the latest LinkedIn Global Talent Trends Report , a whopping 96% of talent professionals say employee experience is becoming more important. It can be exhausting and frustrating.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Loyal customers are more valuable to your brand.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

FEBRUARY 14, 2022

It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. One of the most important parts of this process is making sure that you’re asking customers the right questions. 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 124

Customer Service Customer Service Training Policies Loyalty 124

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. One of the main points is that customer service is becoming the face of a brand.

Customer Service 135

Customer Service Loyalty Programs Social Media Contact Center 135

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s not enough to say it – how is your brand living it?

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

Customer Service 146

Customer Service Social Media Culture Report 146

Retently

JULY 28, 2023

Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. The obvious solution is offering your customers a much better experience, service, and product to ensure they are happy with your business.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Hero Digital

DECEMBER 11, 2018

But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences. Brand loyalty is at an all-time low, but values-driven connections are tipping the scale for customers across generations. Enter your brand. Reassurance.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

Smith+co CX

MARCH 15, 2021

We are entering a new era, one that will require new approaches to marketing and customer experience, but it will go way beyond that. It will challenge the very way we think about brands and corporations. Building back better’ is the right slogan for our time and will have profound implications for brands. Empowerment.

Brands 36

Brands Banking Sports Healthcare 36

ShepHyken

OCTOBER 26, 2020

(Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization. It’s like a three-legged stool.

Customer Service 89

Customer Service Contact Center Customer Centricity B2B 89

ShepHyken

JANUARY 15, 2023

The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction. Here’s a look at the top CX trends that brands should be aware of in 2023.

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. Establishing a customer-centric culture. Focusing on customer interactions.

Customer Experience 193

Customer Experience Financial Banking Culture 193

ShepHyken

JUNE 14, 2021

It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty. As the title implies, forget brand loyalty.

Customer Service 95

Customer Service Retail Loyalty Study 95

ShepHyken

OCTOBER 11, 2021

4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: Is customer service getting better?

Customer Service 73

Customer Service Hospitality Rewards Programs Self Service 73

Inbenta

MARCH 13, 2023

But the accuracy and appropriateness of ChatGPT’s responses can pose risks for a business implementing ChatGPT, especially where brand voice and control is key. Examples of inaccurate and odd conversations have been well documented in the press reports on the topic, and can also be spotted after a few interactions.

Chatbots 111

Chatbots eBook Tools Training 111

ShepHyken

OCTOBER 25, 2021

Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. CMSWire) Chatbots continue to handle an increasing amount of customer support and other B2C and B2B interactions. Reports and Data expect the global chatbot market to reach $10.08 by Pam Hughes.

Customer Service 146

Customer Service Loyalty Programs Chatbots Loyalty 146

Think Customers

JANUARY 18, 2023

Many brands lost ground over the past year when it came to customer experience (CX) efforts and results. As economic and costs pressures grew, companies across various industries struggled to deliver the type of quick, easy interactions customer expect.

Customer Journeys 52

Customer Journeys ROI Policies Report 52

Experience Investigators by 360Connext

JANUARY 18, 2022

But when Pat thinks back on the year since their onboarding training, they reflect that… They’ve never seen actual customer feedback. Some reports and numbers are reported company-wide, but since Pat doesn’t interact directly with customers, they’ve never actually heard the customer’s “voice” or followed their stories.

How To 378

How To Customer Journeys Culture Training 378

ShepHyken

JANUARY 31, 2022

(TechDay) Customer experience can be a difficult element of your business to measure, but it has a tremendous impact on your business as a whole. Be it customer loyalty, your brand reputation or improving conversion rates, customer experience plays a part in various aspects of your business. The result is they defect.

Customer Service 65

Customer Service Contact Center Trends Loyalty 65

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Survey: Customer experience trends 2019 by Lynne Capozzi. It’s a great report.

Customer Service 108

Customer Service Competitive Advantage Trends Culture 108

Customer Bliss

AUGUST 1, 2019

When Scott Allison of DHL first stepped into his CCO role, he approached the work by looking at the four aspects of customer experience below: Internal Stakeholder management. Talk to your employees – not only those who report directly to you but to those who don’t as well. Understand customer perspectives.

Customer Centricity 165

Customer Centricity Social Media Leadership Customer relationships 165

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. CX Problem #2: Customer focus is limited to customer-facing roles. Advocates stand up for customers whenever and wherever they can.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 247

Strategy Customer Centricity Innovation Airlines 247

Magellan Solutions

MARCH 19, 2024

Content moderation addresses this challenge by protecting your brand’s reputation and creating a welcoming environment for your audience. Discover how to implement fair and effective content moderation strategies that protect your brand’s reputation. What is Social Media Content Moderation?

Social Media 52

Social Media Marketing Guidelines Advertising 52

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.

Brands 60

Brands Company Customer Experience Banking 60

ShepHyken

JUNE 21, 2021

Do your rewards hit the “must-have” mark that turns casual customers into brand fans? CIO Insight) What is one way that brands can be more human in the age of artificial intelligence (AI)? So, how can you develop a loyalty strategy that sets your brand apart and actually creates more loyalty?

Rewards Programs 80

Rewards Programs Customer Service Loyalty Programs Loyalty 80

ShepHyken

AUGUST 1, 2022

My Comment: The customer service/support team may be the wrong name for a department that is on the front line, answering questions, dealing with complaints, and ensuring the customer’s problems are taken care of. These people are the brand ambassadors who get customers to buy more and say, “ I’ll be back.”.

Customer Service 70

Customer Service B2C B2B Guest Experience 70

ReviewTrackers

APRIL 7, 2021

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. The trust factor continues to be a concern for consumers,” the report reads, highlighting the need “to reset the foundation for consumer relationships.”. Become more customer-focused.

Banking 94

Banking Management Social Media How To 94

ShepHyken

MAY 23, 2018

Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. That number, in their new report now has that number pegged at $75 billion! Customers want and expect more than ever before – because that’s what we have we taught them.

Poor Customer Service 97

Poor Customer Service Customer Service B2B B2C 97

CSM Magazine

MAY 8, 2024

But while many businesses are exploring how automation can help them reduce the costs associated with delivering customer service, leaders are still trying to understand the implications that outsourcing customer support to AI will have on their brand, reputation, and customer experience.

Customer Service 52

Customer Service Contact Center Policies Connections 52