Horizon CX

DECEMBER 1, 2023

Zappos: Customer Service Excellence as a Competitive Advantage Alignment with Strategic Goals: Zappos, an online shoe and clothing retailer, aligns its CX strategy with its strategic goals by prioritizing exceptional customer service.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. It’s not enough to know that happy employees equals happy customers.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

SurveyGizmo

FEBRUARY 12, 2020

The Competitive Advantage of Engaged Employees. More and more companies are recognizing the human and business benefits of prioritizing employee engagement. On the flip side, engaged workers are not only happier but have a direct impact on customer experience and the bottom line.

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

Stella Connect

APRIL 17, 2018

You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. If you’re disappointed with the results you’re seeing, it may be time to reexamine your approach. “[I]f you care about customer experience. You also hope to keep agents engaged so they’ll want to stay put.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. If you’re disappointed with the results you’re seeing, it may be time to reexamine your approach. “[I]f you care about customer experience. You also hope to keep agents engaged so they’ll want to stay put.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Playvox

JUNE 6, 2023

The benefits of implementing contact center software such as Playvox WFM are well established–improved customer experience (CX), increased agent productivity, gained efficiencies, and reduced costs. Invest in technology to bridge the gap between CX and EX (employee experience). What are the biggest risks?

Contact Center 66

Contact Center Return on Investment Tips ROI 66

Bold360

DECEMBER 1, 2016

Unfortunately, this issue derives from the fact that CRMs are primarily marketed to sales teams and sales divisions instead of customer service and care teams. Because there is a disconnect between sales and customer service. Matthew Morgan is a Customer Experience Strategist, CSO, Co-Founder, and Mobile Nerd.

Software 40

Software Customer Experience Company CRM 40