ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Customer Experience 75

Customer Experience CXM Customer Experience Management Voice of the Customer 75

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal.

CX 266

CX Innovation Contact Center Education 266

Win the Customer

OCTOBER 27, 2014

Much of what we do today can be automated, saving time, money, and improving the customer experience. Business Management Technology' Most tasks can be delegated elsewhere. Once you begin noticing tasks that could be handled via automation, you''ll get excited about the potential.

Business Management 134

Business Management Technology Technology Customer Experience 134

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

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. The result?

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

ClearAction

NOVEMBER 18, 2015

Customer Experience for the Future: Brilliance by Pattern Discovery. And likewise, business growth from customer experience management is the product of discovering patterns. Customer experience excellence in the future will be led by companies that see patterns and use those insights to leapfrog the norms.

Customer Experience 59

Customer Experience Customer Experience Management Voice of the Customer Touchpoint 59

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal.

CX 182

CX Innovation Contact Center Education 182

CX Accelerator

JUNE 8, 2020

Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. That means you never hear from 70-80% of customers. Make a phone call to see how they (customers) are doing. Build stronger relationships with key customers.

Social Media 182

Social Media VOC VOE Contact Center 182

Customer Think

JULY 23, 2024

Introduction Have you ever wondered how some businesses manage to stay ahead of the consumers’ thoughts? In the current business landscape, responding to dynamic customer expectations is crucial. Personalization has evolved into a pivotal strategy for boosting sales and enhancing customer satisfaction.

Customer Experience 52

Customer Experience Customer Satisfaction Customer Expectations Business Management 52

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Many times, these interactions surprised Messina.

AI 166

AI Social Media Artificial Intelligence CX 166

SurveySensum

DECEMBER 30, 2024

Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things. It helps businesses manage multi-contact, hierarchical customer structures. Looking for alternatives to Qualtrics that fit your business?

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

ClearAction

AUGUST 21, 2016

If It’s Called Customer Experience, Why Is It All About the Brand? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Janice Cuban. A: Absolutely.

Customer Experience 54

Customer Experience Social Media Customer Journey Map B2C 54

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? You will also share your positive experiences with your friends and colleagues. Your customers feel the same way. But what more can an exceptional SaaS customer experience bring to the table? You will continue using it, right?

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Intercom, Inc.

MARCH 16, 2021

Preemptively identify recurring customer issues. But when your team is so busy managing day-to-day reactive conversations you may be wondering how you’ll find time to identify recurring customer questions and pain points, so you can begin proactively resolving issues. Create a customer feedback loop.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Intercom, Inc.

JULY 1, 2020

Providing a great proactive customer experience is everyone’s responsibility in your company and that makes collaboration critical to success. At Intercom, our Support and Marketing teams partner closely to deliver strategic and personal proactive support to our customers. Identify known customer pain points and FAQs.

Education 239

Education Sales Customer Retention Customer Loyalty 239

Hodusoft

JANUARY 30, 2025

Importance of Unified Customer Experience and Why Omnichannel is the Right Solution? This approach allows customers to interact with a business across multiple channels without losing context or consistency. Lets take an example- Suppose a customer named Kim is shopping for a smartphone from an online retailer.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

Bill Quiseng

NOVEMBER 1, 2023

QUI TAKEAWAY: Customer service is what you do for your customers. Customer experience is how your customers feel about what you did. Customer experience management is what you do before, during, and after you find out how customers feel about what you did. Perception is all there is!”

CXM 97

CXM CX Customer Journey Map Sports 97

Bill Quiseng

AUGUST 10, 2015

Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. Micah even discusses how technology has and will change the guest experience.

Hospitality 133

Hospitality Hospitality Retail Engineering 133

Sprinklr

JUNE 23, 2021

To lead a new category — unified customer experience management ( Unified-CXM ) — representing one of the single-most strategic investments for the modern enterprise. Enterprises have fallen into point solution chaos and fractured the customer experience — spending millions treating each symptom, but missing the cure.

CXM 98

CXM Government Start-ups Customer Experience Management 98

SurveySensum

DECEMBER 2, 2024

While Confirmit (now Forsta) may be popular, it’s often cited as complex and costly, which limits the ability of many brands to be as adaptable as they need to be in response to changing customer expectations. Get up close and personal with the top 7 Confirmit alternatives, with key features that can impact your customer experience strategy.

Sentiment Analysis 52

Sentiment Analysis Start-ups AI Customer Feedback 52

Zendesk

MARCH 25, 2021

According to the Zendesk Customer Experience Trends Report 2021 , 63 percent of respondents want to buy from companies that are socially responsible. The Zendesk Customer Experience Trends 2021 report found that nearly a third of customers started buying from new companies during the pandemic.

Retail 98

Retail Social Media Start-ups CX 98

Myra Golden Media

JULY 29, 2019

Talk about how you felt when you heard these calls and how this fantastic service helps achieve your organization’s customer experience goals. I learned from George’s experience that delegating can be a brilliant motivator for employees (and a stress reliever for busy managers).

Customer Service 73

Customer Service Gaming Business Management Customer Experience 73

Hodusoft

NOVEMBER 27, 2024

Robust Relationship with Customers Would it be surprising to know that business organizations manage to forge robust relationships with loyal customers? Customer loyalty indeed results in robust relationships with customers. How Can Robust Call and Contact Center Software Enhance Customer Loyalty?

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Zonka Feedback

APRIL 19, 2024

Two years ago, we rolled out Zonka Feedback 2.0 , revolutionizing how businesses manage customer feedback. Fast forward to today, and we're thrilled to lift the curtain on the next big thing: Zonka Feedback 3.0 — your go-to Customer Experience Platform in the AI era.

AI 59

AI CX Customer Feedback Business Management 59

Kerry Bodine

JANUARY 2, 2020

Retail 2020 is aimed at entrepreneurs, managers, general managers, business managers, marketing managers, vendors, and consultants — and will address the main trends, changes and challenges of the retail sector in Peru.

Retail 62

Retail Business Management Customer Experience 62

Kerry Bodine

JANUARY 2, 2020

Retail 2020 is aimed at entrepreneurs, managers, general managers, business managers, marketing managers, vendors, and consultants — and will address the main trends, changes and challenges of the retail sector in Peru.

Retail 62

Retail Business Management Customer Experience 62

Kerry Bodine

JANUARY 2, 2020

Retail 2020 is aimed at entrepreneurs, managers, general managers, business managers, marketing managers, vendors, and consultants — and will address the main trends, changes and challenges of the retail sector in Peru.

Retail 62

Retail Business Management Customer Experience 62

Intercom, Inc.

MAY 12, 2021

When it comes to supporting and engaging customers, striking the balance between personalization and efficiency is critical if you want to operate at scale. But in order to find that highly sought-after sweet spot, you need to deeply understand your customers’ experiences with your product – and their expectations.

Gaming 118

Gaming Machine Learning Start-ups Engineering 118

DMG Consulting

MAY 16, 2019

Twelve years ago, desktop analytics (DA) technology entered the service world, promising to empower business managers with automated next-best-action or real-time guidance. Their initial value proposition is that they allow business managers to easily and rapidly create mini-applications and automations.

Contact Center 76

Contact Center Machine Learning Artificial Intelligence Technology 76

ClearAction

MAY 24, 2016

Industrial customers have a lot riding on most things they buy. High-pressure components of their customer experience include their reputation, productivity, time-to-market, cycle time, assets usage, opportunity cost, substantial financial risk, and career paths. B2B Customer Loyalty. B2B Customer Experience Influencers.

B2B 59

B2B Manufacturing Legal Voice of the Customer 59

Zendesk

APRIL 1, 2022

CS Ops conducts monthly audits of customer relationship management (CRM) and contact center as a service (CCaaS) software to determine whether they’re still serving the needs of success and support teams. CS Ops needs to understand these preferences and upgrade the company’s customer success platform if necessary.

Customer Service 97

Customer Service CRM Customer Retention Customer Acquisition 97

Fonolo

MAY 17, 2017

As we move into the new age of the Customer Experience Hub , most leading brands have established that great customer service can add significant value to a business. And it’s been well proven that if they have a choice, most customers will leave a brand after a poor customer experience.

Contact Center 70

Contact Center Technology Technology CRM 70

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Customer Loyalty 68

Customer Loyalty Customer Satisfaction Customer Retention Customer Experience 68

SugarCRM

APRIL 30, 2024

Recently, generative AI has revolutionized how businesses manage customer relationships with customers. The new era of CRM, where artificial intelligence plays a determinant role, especially in generative models, offers unprecedented opportunities for delivering personalized customer experiences (CX).

CRM 26

CRM AI Customer Experience Artificial Intelligence 26

Gainsight

APRIL 27, 2020

Nearly every single unicorn/decacorn/candy corn you can think of – from Zoom to Slack to Notion to Airtable – put product and customer experience at the centers of their businesses. Management teams obsess over adoption and activity metrics. Older businesses will be looking to learn from them.

Sales 99

Sales Business Management Technology Technology 99

Comm100

MARCH 8, 2017

Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences. She is an expert on customer-centric leadership, and an active tweeter. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Start-ups Sports Social Media 0