CX Accelerator

JULY 1, 2020

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?

Contact Center 182

Contact Center CX Technology Technology 182

Beyond Philosophy

MARCH 2, 2016

The most impatient callers were in Kentucky and Ohio, being the most likely to hang up on hold; callers in Louisiana and Colorado were the most patient. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least. Every organization has customer groups.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. Get Senior Leadership to Understand Your CX Plans. When Darin came into his role as VP of CX and Delivery, the CX department already existed.

CX 63

CX NPS VOC Finance 63

SugarCRM

SEPTEMBER 24, 2021

But the real customer experience (CX) fun, in my opinion, is with mid-market companies. Mid-market companies understand that winning is about mixing a killer product or service with an effortless, high-definition customer experience. What is a mid-market company? Let’s describe the mid-market a bit further.

CRM 49

CRM Start-ups Sales CX 49

Customer Bliss

NOVEMBER 30, 2016

Stewart and Patricia O’Connell, authors of Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight. Surprise and delight” has become a mantra for customer experience. We say forget about surprising customers – just delight them. DESIGNING FOR CUSTOMER DELIGHT. SURPRISE AND DELIGHT.

Engineering 88

Engineering Start-ups Innovation Customer Experience 88

CX Journey

AUGUST 29, 2017

The Ohio Manufacturing Institute recognizes five major stakeholders in organizations. In order of importance they are: customers, owners, managers, employees, and community. Without products, and customers who buy them, there is no company. But that's not the topic of this post.

Manufacturing 64

Manufacturing Customer Loyalty Start-ups Customer Satisfaction 64

CX Journey

DECEMBER 16, 2014

Want to know the secret to customer retention? I grew up on a farm in Ohio and, as a young girl, had many horses over the years. said they stopped doing business with a company due to poor customer experience. Know your customers. Remember that the employee experience drives the customer experience.

Customer Retention 83

Customer Retention Customer Acquisition Sales Omnichannel 83

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events.

Contact Center 51

Contact Center Artificial Intelligence Customer Experience CEM 51