ClearAction

DECEMBER 16, 2017

Collaboration like this across your entire company is what’s needed to win customer experience championships. The trophy is sustained growth in all of the following: revenue, profit, market share, share of wallet, customer lifetime value, organizational nimbleness and capabilities.

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

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. He wanted to ensure the digital experience would help frame and organize what’s being delivered to the customer on the ground.

Non-Profits 51

Non-Profits Customer Journey Map CRM Gaming 51

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. Mapping Out Customer Frustration.

Customer Experience 60

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

ClearAction

JULY 23, 2023

Reference, loyalty and experiential marketing managers have programs underway to collect case studies and references, drive repeat purchases, and engage customers in advocating your brand. They may have customer stories useful for customer journey maps. It engages employees from the start.

Government 62

Government B2B CXM Customer Experience 62

Comm100

SEPTEMBER 10, 2018

Here are some ideas to manage or reduce friction in customer service: Ensure that you’re not introducing any unnecessary steps in the process. Use tools like customer journey maps to view all of the different touchpoints the customer will have with your organization and ensure that they are as simple as possible.

Customer Service 45

Customer Service B2C Non-Profits Customer Journey Map 45

Comm100

FEBRUARY 16, 2018

Companies also plan on achieving this top priority for 2018 by creating or optimizing automated self-service experiences (such as through intelligent customer knowledge bases and Chatbots), and improving customer journey mapping. Virtual and non-virtual spaces are merging. Lots of ’em.

Customer Service 49

Customer Service Social Media AI Customer Journey Map 49

Retently

MAY 9, 2024

This article takes a look at the seven deadly sins of B2B customer retention that you’ll want to avoid and the relevant solutions you may want to consider. Personalizing customer interactions, offering exceptional customer support, and proactively addressing concerns are key components that boost customer retention and trust in B2B markets.

Customer Retention 119

Customer Retention B2B Non-Profits Customer Acquisition 119