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

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

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. Not in retail? are here to stay.

CX 123

CX Customer Experience Non-Profits Social Media 123

CSAT.AI

NOVEMBER 2, 2022

The Gallup employee engagement meta-analysis of 2020 showed companies with high employee engagement and quality EX had 21% higher profits than those with low EX. From the same report: 83% of customers expect immediate access to service; and 78% of agents have a hard time meeting efficiency goals and providing great service simultaneously.

CX 83

CX Customer Service Non-Profits Sentiment Analysis 83

ClearAction

FEBRUARY 4, 2020

You can see evidence of this in Forrester’s analysis 1 , where they found that stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 during the same time period. This is likely due to customers’ expectations rising faster than companies can keep up.

Customer Experience 62

Customer Experience Non-Profits Key Driver Analysis CX 62

SurveySensum

DECEMBER 18, 2024

The scores that customers give will be largely influenced by regional practices and cultural beliefs. To repeat the same example of US and Asian customers, US customers are generous when it comes to giving 5-star reviews or high NPS scores. Asian customers expect extremely impressive products/services to give a high NPS score.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

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. Your business can develop customer-centricity DNA.

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

Retently

JUNE 4, 2018

While Promoters are certainly your ideal customer segment, most businesses make the mistake of taking them for granted. They make little or no efforts to appreciate their most profitable customer segment. Non-respondents: reach out. Closing the feedback loop. Timing is everything. Timing is everything.

Customer Feedback 60

Customer Feedback Net Promoter Score Non-Profits Close the Loop 60

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

JANUARY 11, 2023

According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%. The top markets currently profiting from chatbots include: Real estate: 28%. Younger generation increasingly prefers customer service automation. Travel: 16%. Education: 14%.

Customer Service 98

Customer Service Healthcare AI Artificial Intelligence 98

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 secrets of Amazon’s success. Effective self-service.

NPS 88

NPS Non-Profits Entertainment Retail 88

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.

Compliance 52

Compliance Start-ups Healthcare AI 52

Experience Investigators

FEBRUARY 18, 2025

A key factor for business success and profitability (where revenue outpaces costs) is the customer experience (CX). There are several ways we can actually improve profitability with an intentional customer experience strategy. Investigate these areas and create a plan to better address your customer expectations.

Customer Experience 52

Customer Experience Non-Profits CX Education 52

Aquire

AUGUST 30, 2021

As highlighted by the points above, Amazon cares for its customers. Bezos is even ready to forego extra profits for these two factors. At times, when prices increased, Amazon didn’t follow suit because doing so would eventually erode customer trust. FedEx is delivering an outstanding customer service. Communication.

Customer Experience 64

Customer Experience Non-Profits Retail Manufacturing 64

Zendesk

JUNE 30, 2022

Additionally, investing just 5 percent in customer retention has been shown to boost profits by a minimum of 25 percent. It clearly pays to retain your customers—but how, exactly, do you keep them coming back for more? The key to customer retention and lifetime value is after-sales service.

Sales 98

Sales Non-Profits Social Media Customer Retention 98

ClearAction

SEPTEMBER 22, 2022

Complexity : Extra Marketing and Sales staff and effort to make up for churn (in addition to monthly net new customers). Poorly set expectations or poorly suited customers due to pressure to make up for churn. Operations’ difficulty meeting customer expectations due to wide array of customer types.

CX 62

CX Sports Non-Profits Touchpoint 62

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 148

Sales Social Media Predictive Analytics Start-ups 148

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

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Non-compliance can result in hefty fines and loss of customer trust.

CX 144

CX Retail Social Media Artificial Intelligence 144

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. How can you be faster than customers expect?

Real Estate 111

Real Estate CX Social Media Start-ups 111

MattsenKumar

SEPTEMBER 21, 2023

According to PwC , 73 percent of customers now say CX is the one thing they consider when deciding whether to purchase from a company. The Meteoric Rise of Speech Analytics The gradual rise in customer expectations has driven businesses to invest in innovation like Speech Analytics lately.

CX 52

CX Non-Profits Artificial Intelligence Sentiment Analysis 52

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. Bob was concerned that leaders were taking themselves too seriously, and wanted to loosen things up in the office a bit.

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 59

Customer Experience Net Promoter Score Non-Profits Start-ups 59

Zendesk

OCTOBER 31, 2022

They don’t have the time or resources to effectively turn customer data into meaningful change. It’s a struggle to provide personalized customer service. Agent training programs need work (or are non-existent). Sales staff aren’t able to uncover new opportunities from service engagements.

CX 52

CX Non-Profits CRM Business Operations 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

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

ClearAction

MARCH 22, 2024

This was summarized in Stephen Diori’s Forbes article: “Delivering Superior Customer Experience is a Team Sport” 2 (All the quotations below are from Diori’s article. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”

Sports 62

Sports CX Scorecard Touchpoint 62

SurveySensum

APRIL 1, 2024

This can manifest through clear product descriptions, accreditations, and, crucially, managing customer expectations accurately. Quality should be at the forefront of a startup’s mission, as it is a critical component in fostering customer trust and loyalty. Transparency is equally vital.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

Gainsight

MARCH 9, 2020

Collaboration and transformation—Share customer insights with your non-customer facing teams in your company (e.g., to drive better customer-centric decision-making. Customers expect an outcome—an ROI and not just a closed support case. it’s all about consistent workflows. Product, Finance, etc.)

Non-Profits 52

Non-Profits NPS Engineering Manufacturing 52

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 23, 2023

This means that your councils and/or your CXM core team will facilitate customer understanding company-wide. It means every group will receive ongoing information about customers’ expectations versus their realities (e.g. Your goal is to minimize the gap between what customers expect and what they experience.

Government 62

Government B2B CXM Customer Experience 62

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. Want to create email surveys but don’t know where to start?

Healthcare 52

Healthcare Non-Profits NPS Customer Satisfaction 52

Intercom, Inc.

NOVEMBER 7, 2019

So when we think of going international, there are two types of core markets where you will need at one point to have your foot on the ground, because that’s important for service purposes, because your customers expect you to be there. Going and seeing your prospects and your clients there is super important.

Finance 162

Finance Sales Engineering B2C 162

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

Intercom

AUGUST 2, 2023

Understanding customers’ ultimate purposes and jobs to be done allows you create more accurate customer segmentation in order to meet and exceed expectations. To tackle churn, you need to target the ideal customer profiles, set the right expectations, and engage non-customer-facing groups to address CX challenges.

Innovation 52

Innovation CX Non-Profits AI 52

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

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