Steven Van Belleghem

DECEMBER 6, 2021

Jeremiah Owyang, Tech Analyst @ Kaleido Insights: Brands are using NFTs to Drive Customer Engagement and Loyalty for their CX Strategy. We see more and more marketers adopting NFT (Non fungible tokens) technology to connect to their customers to drive engagement, loyalty and more.

CX 123

CX Customer Experience Non-Profits Social Media 123

ClearAction

FEBRUARY 4, 2020

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceeds. Operationalize Customer Experience.

Customer Experience 62

Customer Experience Non-Profits Key Driver Analysis CX 62

Aquire

AUGUST 30, 2021

Online customer experience has become a focus of most businesses during this digital-first era. In order for businesses to provide an exceptional customer experience online, they first have to analyze their approach to virtual shoppers. Bezos is even ready to forego extra profits for these two factors.

Customer Experience 64

Customer Experience Non-Profits Retail Manufacturing 64

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Built-in B2B Customer Experience Governance 1.

Government 62

Government B2B CXM Customer Experience 62

Experience Investigators

FEBRUARY 18, 2025

A key factor for business success and profitability (where revenue outpaces costs) is the customer experience (CX). Memorable, meaningful customer experiences turn typical transactions into impactful moments that build customer loyalty and help you continually innovate and reach more people effectively.

Customer Experience 52

Customer Experience Non-Profits CX Education 52

ClearAction

DECEMBER 31, 2017

What is Customer Experience Improvement? That’s really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It’s all about longer, more profitable relationships between your company and your customers.

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

Comm100

DECEMBER 12, 2017

Companies can no longer rely on having satisfied customers to ensure that they stay in business. Customers expect exemplary service, and offering anything less will turn them away. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. Outside-In Thinking.

Customer Experience 60

Customer Experience Net Promoter Score Non-Profits Start-ups 60

CSAT.AI

NOVEMBER 2, 2022

However, the clear connection between CX and EX makes the investment in better paid, more engaged employees a driver of improved customer experience and potentially increased revenue. Unsustainable work performance expectations” was a top reason workers left their jobs according to McKinsey’s Great Attrition Great Attraction survey.

CX 83

CX Customer Service Non-Profits Sentiment Analysis 83

Intercom, Inc.

APRIL 9, 2020

If you’re not fully there today, talk to your managers so they can give you the space to take care of yourself before jumping in to take care of your customers. Expectations are the root of all heartache. If your kids turn through the background, it’s okay. And in some cases this is good news, but in others it’s not.

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

CSAT.AI

SEPTEMBER 7, 2022

If you’re going to say your customers are important to you, act like they are. You have customers who recognize when company actions don’t match company words and it smells bad. Customers expectations are changing too. . Yes, this has been going on for years, but times are changing. Why bother? This may be true at times.

Customer Service 89

Customer Service Non-Profits Sentiment Analysis Social Media 89

ClearAction

SEPTEMBER 27, 2018

Likewise, customer-centered business is likely to sustain organic growth, whereas non-customer-centered business requires a lot of costly and unpleasant “Band-Aids^®” and may eventually cease to exist. Click the links to see more detailed advice for each of these keys.

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

SurveySensum

DECEMBER 18, 2024

NPS goes beyond numbers – its a tool that helps businesses identify areas of improvement, enhance customer experience, and drive long-term success. The scores that customers give will be largely influenced by regional practices and cultural beliefs. So, lets understand how it is measured. How to Measure Net Promoter Score?

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Zendesk

NOVEMBER 16, 2021

The concept of customer service should be a part of a successful sales pipeline , but at the end of the day, many sales are about pushing the product, not necessarily resolving issues. Customer satisfaction is an element, but not the point of the sales team. Most customers will end up interacting with both sales and customer service.

Sales 98

Sales Customer Service Non-Profits Start-ups 98

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 52

Customer Experience Net Promoter Score Non-Profits Artificial Intelligence 52

SurveySensum

MARCH 20, 2024

With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace. Now, understand the importance of creating a positive customer experience for your customers.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Comm100

JANUARY 11, 2023

With the common requests handled by a bot, it also reduces agent workload which can either increase support capacity or allow agents to spend more time on complex or sensitive queries – ultimately improving the customer experience. The top markets currently profiting from chatbots include: Real estate: 28%. Travel: 16%.

Customer Service 98

Customer Service Healthcare AI Artificial Intelligence 98

Steven Van Belleghem

DECEMBER 3, 2019

Customers expect brands to accomplish a positive sum game where “better for me” or “better for the world” do not exclude one another, as they tended to do in the past. Like in the case of Tony Chocolonely, which is obviously a very profitable company, but it is also very conscious about building a better world for everyone.

Healthcare 52

Healthcare Customer Experience Non-Profits AI 52

Retently

OCTOBER 18, 2022

For many years the company posted little or no profit while refining the technology and processes that power its current success. The good news is that your business can “steal” many of these techniques to improve your own customer satisfaction ratings. The brand works backwards from the customer, not the other way around. .

NPS 88

NPS Non-Profits Entertainment Retail 88

Intercom

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. So the question is, what kind of experience do you want to set?

Real Estate 111

Real Estate CX Social Media Start-ups 111

SurveySensum

FEBRUARY 4, 2025

With data privacy and customer trust taking the front seat, choosing top GDPR-compliant survey platforms has become more than nice to have. In fact, according to research, companies that focus on customer expectations not only grow significantly faster but are 60% more profitable. Lets take a look at them.

Compliance 52

Compliance Start-ups Healthcare AI 52

ClearAction

SEPTEMBER 22, 2022

CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. This is true for customer experience, employee experience, and partner experience management.

CX 62

CX Sports Non-Profits Touchpoint 62

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. Today’s shoppers aren’t just looking for products; they’re looking for experiences. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. Here’s how VFRs enhance customer experience and build trust: 1.

CX 146

CX Retail Social Media Artificial Intelligence 146

MattsenKumar

SEPTEMBER 21, 2023

What is Customer Experience(CX) and Its Relevance in Successful Business Customer Experience (CX) is the intricate relationship between a business and its customers. It’s the culmination of every interaction, touchpoint, and customer engagement with a brand.

CX 52

CX Non-Profits Artificial Intelligence Sentiment Analysis 52

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why?

Sports 62

Sports CX Scorecard Touchpoint 62

Customer Bliss

JUNE 20, 2019

In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. Understand the Environment You’re Trying to Improve.

Non-Profits 51

Non-Profits Customer Journey Map CRM Gaming 51

Retently

NOVEMBER 27, 2024

Focus on building long-term relationships through customer loyalty programs, social media engagement, and influencer collaborations to keep customers coming back. Regularly analyze and adapt your strategies to stay ahead of the competition and meet evolving customer expectations. Ecommerce success isn’t static.

Sales 149

Sales Social Media Predictive Analytics Start-ups 149

CX Journey

JUNE 20, 2019

Although sounding very professional, in reality the application of Agile to non-IT teams is still in its infancy. All too often in the past, project leaders have resorted to formal contracts to protect them from unreasonable or ever-changing customer expectations. This principle turns that conflict on its head.

Non-Profits 55

Non-Profits Innovation Customer Expectations Customer Experience 55

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. It respects the fact that business success depends on meeting or exceeding customer expectations.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Zendesk

OCTOBER 31, 2022

Zendesk surveyed nearly 5,000 customer service decision-makers around the world to find how their organization’s adoption of customer service and support best practices improves its ability to deliver superior customer experiences (CX). It’s a struggle to provide personalized customer service.

CX 52

CX Non-Profits CRM Business Operations 52

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? Lynn is the Chief Customer Officer of CX consultancy ClearAction. And that’s always intrigued Lynn Hunsaker.

Innovation 52

Innovation CX Non-Profits AI 52

Customer Experience Matrix

FEBRUARY 6, 2007

Although corporate acquirers often pay more than the estimated value of a customer, most marketers take the opposite tack and set the allowable acquisition cost at considerably less than the new customers’ expected LTV. But in many businesses this would greatly reduce long-term profits by choking off new customer acquisitions.

Non-Profits 48

Non-Profits Customer Acquisition Sales Customer Expectations 48

Comm100

JANUARY 14, 2016

A recent Vision Critical study shows that 84% of CIOs of customer-centric companies are focusing on improving mobile customer experiences. Customers not only want access to immediate assistance, they also want instant access to tools that can help them perform research and fix problems themselves. billion PC users.)

Customer Service 0

Customer Service Social Media Non-Profits Sales 0

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. Shift to modern thinking for Customer Service value truths in your current strategic planning. Customer Service rescues value from churning to competitors. 2) Stop Undervaluing Customer Service!

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

SurveySensum

JULY 30, 2024

They allow businesses to: Engage with a large number of customers at the same time. Customize questions to match the specific needs and objectives of the audience. Engage with customers in a non-intrusive manner. Rating Scale) Did our new feature update meet your expectations? If so, please describe them.

Healthcare 52

Healthcare Non-Profits NPS Customer Satisfaction 52

Gainsight

MARCH 9, 2020

Ashvin: We think of the maturity stages in three steps: Get insight into your customers—Connect your data sources, execute on 3–5 key activities (called Moments of Truth) that have a ton of impact on customer experience, and create a health score that tells you if customers are trending well, flat, or unwell.

Non-Profits 52

Non-Profits NPS Engineering Manufacturing 52

Comm100

MAY 20, 2022

When today’s customers reach out for support, they want support anytime, anywhere, effortlessly. To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. Power’s latest U.S.

Customer Satisfaction 97

Customer Satisfaction Sales Education Compliance 97

SurveySensum

SEPTEMBER 21, 2023

But there’s a vital step between wanting to retain customers and actually measuring your success – that’s where the Customer Retention Rate comes in. Now when you understand and improve this rate by using a customer feedback platform then you can boost your business’s profitability.

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52