ClearAction

JULY 23, 2023

In addition to the groups listed above: Marketing managers are creating content and campaigns to educate and nurture prospective and existing customers. They may have created customer segments and personas. This means that your councils and/or your CXM core team will facilitate customer understanding company-wide.

Government 62

Government B2B CXM Customer Experience 62

ClearAction

DECEMBER 31, 2017

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. how to be in-sync with customers? So what’s the recipe for it?

Customer Experience 54

Customer Experience VOC Non-Profits Customer Experience Management 54

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. And it should NOT be a revenue center.

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

Comm100

DECEMBER 14, 2022

In 2022, businesses across sectors witnessed a 19% drop (the biggest ever) in customer experience quality. Problems like rising costs and staff shortages, the two major contributors to deteriorating CX, can be addressed by automating parts of the CX journey to service customer expectations without wrecking bottom lines.

Customer Experience 52

Customer Experience Net Promoter Score Non-Profits Artificial Intelligence 52

Zendesk

JULY 29, 2021

And for industries that saw the greatest impacts from the global shutdowns (think food and grocery delivery, e-commerce, and remote work and education platforms), these rates were even higher. And non-profit education platform Khan Academy saw engagement skyrocket in the pandemic’s early days. “We

E-commerce 52

E-commerce Non-Profits Education Start-ups 52

Waypoint Group

SEPTEMBER 12, 2018

The key metric, especially for growing B2B companies, should be an accelerated rate of profitable growth. NPS reflects a company’s ability to meet customer expectations across the spectrum of interactions, so different B2B solutions should have different expectations of their NPScore. Be sure to activate promoters.

NPS 40

NPS Net Promoter Score B2B Non-Profits 40

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

Comm100

FEBRUARY 16, 2018

Virtual and non-virtual spaces are merging. In customer service, video and audio chat platforms are melding the face-to-face experience of speaking with a representative (such as what would happen at a brick-and-mortar store) with the personalized experience of online chat (where the rep already has visitor information data on-hand).

Customer Service 49

Customer Service Social Media AI Customer Journey Map 49