Experience Investigators

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. Ready to set up for success?

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

SurveySensum

DECEMBER 27, 2024

In fact, by increasing the customer retention rate by 5% , businesses find that they can grow their profits anywhere between 25-95%. The financial benefits that come from improving customer satisfaction and retention are certainly evident. What this means for customer satisfaction and service is crucial.

Technology 52

Technology Technology Artificial Intelligence CX 52

Zendesk

FEBRUARY 10, 2022

When it comes to optimizing the customer experience (CX) , your work is never really done. Customers who describe a company’s CX as “good” are 37% more likely to recommend it to others. While providing flawless customer experiences is a tall order, companies can set themselves apart by continually refining their CX.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Hodusoft

APRIL 16, 2025

But in an industry where customer experience is everything, not answering is simply not an option. Telecom service providers must not only ensure that they respond to each and every incoming call and message but they do that as soon as possible without making customers wait for long. What is Intelligent Call Routing?

Contact Center 52

Contact Center Customer Satisfaction CRM Customer Service 52

Fonolo

MAY 6, 2021

One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience. If you haven’t encountered Visual IVR yet, it’s quickly becoming an essential tool for businesses who prioritize customer satisfaction and brand perception. Make a lasting impression on your customers.

CX 132

CX Contact Center Omnichannel Customer Satisfaction 132

Callminer

APRIL 26, 2017

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required. The post What is First Call Resolution?

Contact Center 140

Contact Center Social Media Customer Satisfaction Customer Relationship Management 140

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

SurveySensum

APRIL 16, 2025

Smarter marketing, better sales, and a customer experience that keeps people coming back. A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. In this blog post, were cracking the code on CRM surveys.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Lynn Hunsaker.

CRM 66

CRM CEM Non-Profits Customer Experience 66

Hodusoft

APRIL 24, 2025

This blog explores the importance of customer retention in the insurance sector, some common customer retention challenges, the functionality of contact center software, and how it contributes to enhancing customer satisfaction, reducing churn, and building long-term customer loyalty.

Contact Center 52

Contact Center Customer Retention Data Entry CRM 52

ModSquad

JULY 1, 2019

It’s impossible to talk about brand without talking about the customer experience. Maintaining your customers’ satisfaction with — and loyalty to — your brand requires your entire organization to focus on that end user. But it’s your customer support agents who are your front line in sustaining that loyalty.

Customer Experience 71

Customer Experience CRM Customer Relationship Management Retail 71

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. ’ And being able to organise around your customers pays. The route to customer centricity – start where you are To implement a successful customer experience programme or transformation, start where you are.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

ECXO

AUGUST 21, 2024

Become a member now: [link] The Golden Touch in Customer Experience 1. The Midas Touch: Transformative Power King Midas had a unique gift that allowed him to turn everything into gold with a mere touch. They learn from feedback, adapt, and continually improve their services to meet and exceed customer expectations.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

CEM 122

CEM CX CRM Customer Experience Management 122

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A customer relationship management app is software used to store data about prospect and client interactions in a single database to support sales, marketing, and other business functions.

CRM 96

CRM Customer Relationship Management Customer Relationship Sales 96

PeopleMetrics

MAY 16, 2018

To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. That is an easy approach, but it doesn’t offer enduring value in terms of enabling the organization to make continuous improvement to the customer experience – one customer at a time.

Customer Satisfaction 48

Customer Satisfaction CEM Customer Experience Finance 48

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Lynn Hunsaker.

CRM 59

CRM CEM Non-Profits Customer Experience 59

ECXO

MAY 29, 2024

This involves delving deep into the nuances of customer needs and adopting an adaptable and responsive approach. Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences.

CX 156

CX Innovation E-commerce Real Estate 156

Beyond Philosophy

JANUARY 15, 2022

Customer satisfaction is low. Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction.

Customer Experience 68

Customer Experience CRM Customer Satisfaction Management Consulting 68

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Here we’ll look at how direct feedback from customers can be gathered with little expense and lead to significant process improvements. Some companies have large departments dedicated to Customer Experience and analysis of customer opinion.

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

Shep Hyken

MARCH 4, 2022

He shares how organizations can deliver a total customer experience. What is the total customer experience? Customer obsessive, customer-focused, customer-centric, the idea is to take customer service to a higher level. Here are four areas that help to deliver a total customer experience. .

Customer Experience 69

Customer Experience Social Media Touchpoint Customer Relationship Management 69

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. An excellent example of a company that has successfully implemented customer-centric initiatives is Amazon.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. An excellent example of a company that has successfully implemented customer-centric initiatives is Amazon.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

Fonolo

MAY 23, 2023

Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. The solutions are all based on a customer’s specific preferences, behaviors, and needs. It enables a more precise and relevant customer experience.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Hodusoft

JANUARY 30, 2025

Enhanced customer satisfaction, improved retention rates, and stronger brand loyalty that drives business growth. 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.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

UJET

NOVEMBER 7, 2019

As one of the most widely used customer relationship management platforms (CRM), Salesforce empowers brands to manage customers with a wide selection of tools and products. Customer experience doesn’t end with a single completed sale. million online viewers” with more expected this year.

Customer Experience 12

Customer Experience CRM Customer Relationship Management Customer Relationship 12

TeamSupport

DECEMBER 20, 2023

Embracing an omnichannel approach ensures that customers can switch between channels without losing the context of their requests. Implementing advanced customer relationship management (CRM) systems can help streamline information, allowing agents to provide more personalized and efficient support.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Callminer

FEBRUARY 21, 2018

Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Craig Borowski is a Content Analyst at Software Advice , covering changing trends in the SMB market, with a focus on CRM, customer service and digital (and offline) customer experience strategy.

Contact Center 210

Contact Center CRM Technology Technology 210

Fonolo

AUGUST 17, 2017

Customer experience is fast becoming the leading reason why customers choose your brand. Convenience, simplicity, and putting the customer first has a tremendous impact on whether or not you maintain a loyal following, or lose out to the competition. Plus, get exclusive invites to global customer experience events.

Customer Experience 64

Customer Experience E-commerce Contact Center CEM 64

Hodusoft

NOVEMBER 27, 2024

That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long. A business can only be successful when a large chunk of its customers return to it—not twice, not thrice, but repeatedly. Customer loyalty is the key.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 105

Customer Satisfaction Actionable Insights CRM Social Media 105

Fonolo

FEBRUARY 14, 2023

Improve customer satisfaction With the right automation tools in place, improved customer satisfaction is sure to follow. After all, callers are looking for a frictionless experience with your call center, and automation is a great way to accomplish that.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Intercom, Inc.

MAY 13, 2022

Examples of call center technology include: Voice-recognition software that routes customers to specific representatives based on voice prompts. Distribution software that routes customers to specific call centers based on the region from which they’re calling. Call recording tools.

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Retently

MAY 31, 2024

Onboarding New Clients This means guiding customers through the initial setup and ensuring they understand how to use the product or service effectively. A smooth onboarding process sets the tone for a positive customer experience. Customer Feedback : Regularly gather customer feedback through surveys and direct interactions.

Net Promoter Score 145

Net Promoter Score Engineering Customer Retention Customer Feedback 145

Hodusoft

DECEMBER 26, 2024

.’ It’s a must-have for customer-facing organizations and BPOs. At HoduSoft, we have helped many BPOs set up omnichannel contact centers to streamline their customer service operations and help them deliver exceptional customer experience. The list is very long indeed. Here we add some most crucial points: 1.

Contact Center 52

Contact Center Omnichannel Social Media Sentiment Analysis 52

Shep Hyken

DECEMBER 9, 2022

We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? . In order to provide an excellent customer experience, it’s important that your customer journey is aligned with customer expectations. Reduced customer churn .

Contact Center 108

Contact Center Sales Omnichannel CRM 108