Fri.Dec 15, 2023

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4 Ways Companies Sabotage Customer Loyalty

Customer Think

Short-Term Strategies With Long-Term Consequences After a recent keynote session on customer experience, I led a breakout group with 30 business leaders in a spirited discussion on the many ways companies sabotage customer loyalty. The insights that emerged were a harbinger that companies everywhere should heed.

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Communicating CX: 15 Tips for Talking About Customer Experience

Experience Investigators

Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real ch

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The Future of Customer Journeys: Innovations and Trends to Watch

Customer Think

The customer journey, defined as the path a customer takes from initial awareness to the final purchase and beyond, is a fundamental aspect of modern business. In this digital age, understanding and optimizing customer journeys is more critical than ever.

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How the UK’s Online Safety Bill will protect online customers from fraud

CX Network

Former minister Dame Caroline Dinenage explains that the bill sets a precedent for fostering consumer confidence

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Why Tech-Forward Tax and Accounting Firms Have the Inside Track to the Future

Speaker: Joe Wroblewski, Sales Engineer Manager

Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te

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Tips on Creating a Customer-Centric Culture with Steven Van Belleghem

Customer Think

How Small Improvements Create Lasting Change in Customer Experience Shep Hyken interviews Steven Van Belleghem, customer experience expert and author of A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture.

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The Easiest Way to Create an Online Feedback Form

Zonka Feedback

Effective communication is essential in all aspects of life, from family to school to business and more. If you are a business owner or manager, it is essential to know how your customers perceive your products and services and their overall experience with your business. This is where the need to gather customer feedback comes into the picture and online feedback forms help you just do that!

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Five Opportunities for CS in a World Full of AI-Driven Change

Gainsight

Shhhh. Listen. Hear that? It’s the sound of the SaaS universe undergoing a massive change. Actually, the sound is more like a roar than a whisper. Between sky-high interest rates and AI-driven disruption, we don’t see the speed of change slowing down anytime soon. That means every company is in belt-tightening mode. SaaS leaders and investors are scrutinizing headcount closely, especially in departments that aren’t directly tied to the bottom line.

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What is a workforce manager? (+ How to become one)

Zendesk

What is a workforce manager? A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. This role has a hand in staffing, scheduling, performance monitoring, workforce allocation, reporting, compliance tracking, and more. Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals.

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Understand Why Customers Leave with Drop-Off Surveys [Use-Case Inside]

SurveySensum

Often companies inadvertently limit their understanding of customer satisfaction by focusing solely on measuring existing customer interactions through metrics like NPS and CSAT. This provides an incomplete picture of overall customer satisfaction. Understanding why potential leads choose not to convert is essential for addressing the root causes of why customers leave.

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Omnichannel Retail: Strategies, Examples, and Trends Explained

Help Scout

In this article, we’ll take a closer look at omnichannel retail, discuss successful (and not so successful) examples, identify emerging trends, examine its impact on customer experience, and recommend ways you can effectively measure its success.

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From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter

Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.