Customers That Stick

MAY 13, 2015

Comcast, like its fellow cable providers, has enjoyed a coveted market position: it could give bad customer service and still remain highly profitable. They must be constantly focused on innovating their products, staying ahead of technological change, and keeping prices competitive. Cable companies are technology companies.

Customer Service 146

Customer Service Non-Profits Technology Technology 146

Experience Investigators

FEBRUARY 18, 2025

A key factor for business success and profitability (where revenue outpaces costs) is the customer experience (CX). Memorable, meaningful customer experiences turn typical transactions into impactful moments that build customer loyalty and help you continually innovate and reach more people effectively. So, whats missing?

Customer Experience 52

Customer Experience Non-Profits CX Education 52

Customer Bliss

FEBRUARY 18, 2022

In our discussion about his book, Stronger Through Adversity: World Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges , my friend Joseph Michelli talks about moving with purpose or “innovating at work speed.” What’s next? Be sure to subscribe to my podcast.

CX 114

CX Customer Experience Non-Profits Start-ups 114

CSAT.AI

FEBRUARY 1, 2023

Further, there is an argument for the contact center as a means of increasing profit and using other department budgets wisely. This helps get bosses on board with investing in customer service as a profitable sales tool. Regular refinement of these tasks and use of innovations like automation reduce their drain on overall profit.

Contact Center 102

Contact Center Non-Profits Sentiment Analysis Customer Loyalty 102

Steven Van Belleghem

FEBRUARY 7, 2022

So how can brands profit from the opportunities of the metaverse today? How can you experiment with it in ways that can benefit your brand, image, customer experience and even make a profit from it? Or how could you even disrupt it, with clever innovation approaches? Image source: Newzoo: Introduction to the Metaverse Report.

E-commerce 117

E-commerce Gaming Non-Profits Entertainment 117

Fonolo

SEPTEMBER 19, 2018

It presents a unique opportunity to offer customer support and service for legitimate customer support questions; that is, it’s possible to have a non-turbulent tête-à-tête on Twitter, Facebook, and other channels. He has formed profitable ventures and created scores of jobs in the last 3 years. Flavio Pereira , Founder and CEO, Nuveo.

Social Media 237

Social Media Contact Center Non-Profits Education 237

SurveySensum

JANUARY 16, 2024

Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. In this article, we’ll share with you the importance of customer feedback for product development and business innovation. You develop products that truly cater to consumer needs without wasting money and resources on the non-essentials!

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

SurveySensum

JANUARY 16, 2024

Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. In this article, we’ll share with you the importance of customer feedback for product development and business innovation. You develop products that truly cater to consumer needs without wasting money and resources on the non-essentials!

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? McKinsey has noted that, “Despite relative underperformance in terms of revenue growth and profitability, over the past five years, market capitalization for companies that greatly emphasize loyalty programs has outpaced that of companies that don’t.” In the U.K.,

Non-Profits 84

Non-Profits Retail Entertainment Sales 84

Retently

JULY 8, 2024

Can it be co-related with your net increase in sales or profits? If you decide to use a non-obtrusive pop-up or text banner, only those customers who have used your product long enough will be able to notice the difference. Targeted follow-ups : Reach out to non-respondents with reminders and incentives to participate.

Net Promoter Score 148

Net Promoter Score NPS Non-Profits Customer Satisfaction 148

Zendesk

JULY 8, 2021

She made that happen by joining forces with Kate Doyle, a former educator, to co-found KindWork , a non-profit organization that helps talented young people of color from overlooked communities in the metro New York City area launch new careers in the innovation economy.

Non-Profits 98

Non-Profits Start-ups Education CX 98

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? In today’s fast-paced and competitive business landscape, innovation has become quite the buzzword.

Innovation 52

Innovation CX Non-Profits AI 52

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The results of serving that need are typically financial (revenue, profit, funding, paychecks).

CRM 66

CRM CEM Non-Profits Customer Experience 66

Bill Quiseng

MARCH 15, 2022

All of that leads to employee happiness and engagement; a more creative, innovative, and productive workforce that puts out quality work; and employee loyalty. Revenue growth: 4x Job creation/workforce growth: 8x Stock price growth: 12x Profits: 750 percent higher Net income growth: 700 percent Customer satisfaction: doubled.

Non-Profits 103

Non-Profits Hospitality Hospitality CX 103

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. Innovation — Creating Mutual Value. Motives — Driving Win-Win Attitudes.

Business Growth 74

Business Growth Non-Profits Sports Innovation 74

Lumoa

JUNE 23, 2021

To be more innovative, you need diversity of thought. New and innovative ideas One study showed that companies with more diverse management teams had 19% higher innovation revenues than those with below-average diversity scores. Improved profitability Diversity in customer experience has distinct financial benefits.

Customer Experience 78

Customer Experience Non-Profits Start-ups Innovation 78

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). The results of serving that need are typically financial (revenue, profit, funding, paychecks).

CRM 59

CRM CEM Non-Profits Customer Experience 59

Steven Van Belleghem

NOVEMBER 16, 2020

Through its tech incubator hubraum, it brings early-stage start-ups and the leading European telco together, sparking innovation transfer and creates business opportunities for both sides. Partner in Life. NTT + Toyota: a better citizen life.

Agriculture 98

Agriculture Transportation Hospitality Hospitality 98

ClearAction

AUGUST 22, 2020

Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity to strengthen innovation and business processes. Objective: provide non-customer-facing groups with relevant insights to guide their strategies, policies, processes and hand-offs. Customer Value Innovation. Compelling Action.

Customer Experience 77

Customer Experience Non-Profits Gambling Innovation 77

ClearAction

JANUARY 10, 2018

“They actively align the interests of all stakeholder groups, not just balance them … and can do seemingly contradictory things such as pay high wages, charge low prices, and get higher profitability.” Outlaw non-conformance to customer-centered management. The buck stops at the top. Prevent surprises and welcome early warning signals.

Non-Profits 91

Non-Profits Voice of the Customer Start-ups Innovation 91

Intercom, Inc.

APRIL 9, 2020

But we recently made Intercom free for non-profits in the fight against COVID-19, so this has been a wonderful new stream of conversations for us. Then other companies are tweaking and hacking their tech stacks to use tools they have at their disposal in really innovative ways. Some of them are struggling.

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

Retently

NOVEMBER 13, 2024

One of the most innovative ways brands are leveling up their CX is through Virtual Fitting Rooms (VFRs). Just a few years ago, this kind of innovation seemed out of reach for most retailers. Result : More loyal customers associate the brand with innovation, convenience, and reliability.

CX 144

CX Retail Social Media Artificial Intelligence 144

Totango

OCTOBER 2, 2020

We are seeing this now, as the pandemic recession pushes companies to reduce their spending on non-essentials , such as subtle product variations, and instead, portray themselves as dependable and steady by focusing resources on the bottom-line. It is an example worth following in the B2B recurring revenue sector.

Customer Retention 118

Customer Retention Non-Profits Customer Acquisition Customer Relationship 118

Intercom, Inc.

JULY 7, 2022

A former pediatric neurologist working for the New York City Board of Education before she turned to product design, Cat is passionate about making sure innovation is at everyone’s fingertips, and that’s why she co-founded Stark, a startup that provides tools and knowledge for businesses to design and build accessible products from day one.

Education 118

Education Non-Profits Engineering Start-ups 118

SurveySensum

JULY 14, 2020

Mike is the Founder and Managing Partner at Storyminers and helps mid-market companies to achieve higher operating results and profitable exits using Storyminers’ unique combination of Story, Strategy, Experience Design, and Technology. Jo Boswell – Customer Experience Innovator, Board Advisor, Executive Coach, CX Influencer.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom, Inc.

NOVEMBER 7, 2019

Here are five quick takeaways: The founders of Spendesk noticed that, while the B2C space was innovating with peer-to-peer quickpay options, nothing like that existed in the B2B space (which often lags a few years behind the consumer market). He really fosters innovation and humility as a team player – aspects that were important to me.

Finance 162

Finance Sales Engineering B2C 162

Steven Van Belleghem

DECEMBER 6, 2021

We see more and more marketers adopting NFT (Non fungible tokens) technology to connect to their customers to drive engagement, loyalty and more. Similarly, curbside pick-up and its non-retail equivalent (i.e., While there might be more challenges to doing so in 2022, there will also be opportunities to innovate in new ways!

CX 123

CX Customer Experience Non-Profits Social Media 123

Execs In The Know

MARCH 13, 2023

It is the world’s largest car sharing marketplace and has been named Fast Company’s 10 Most Innovative Companies in Transportation. times better customer retention and employee engagement than non-customer-obsessed companies. It’s like Airbnb, but for cars. times higher revenue growth and 2.2

Transportation 88

Transportation Non-Profits Sports Hospitality 88

ClearAction

NOVEMBER 25, 2017

Unlike many of its competitors, Southwest has been profitable each of the last 10 years , with 4 consecutive years of profit growth between 50%-100%. Heather Figallo, Southwest’s Senior Director of Innovation & Labs, said the company is the world’s most loved, most flown, and most profitable airline.

Customer Experience 63

Customer Experience Non-Profits Government Innovation 63

Beyond Philosophy

AUGUST 9, 2016

Results are immediate, and companies using their forum participants as panelists get response rates high enough to avoid the non-response bias pitfalls of other, lower response, self-completion research methods. Innovative, social techniques are core to employee VOC programs. Very often, this is a partnership between Marketing and HR.

Non-Profits 60

Non-Profits Social Media VOC B2C 60

Customer Experience Matrix

OCTOBER 1, 2011

Historically, non-targeted mass offers have been worth $.50 We saw some innovative “mash-ups” of Groupon with brands, and broader retailer FSIs with banners. No shortage of innovation and trials! 5) The reason why #2: The economics are tough. 50 to $2.00 per redemption. 6) Some providers are successfully doing digital offers.

Non-Profits 63

Non-Profits Retail Direct Marketing Innovation 63

ClearAction

NOVEMBER 26, 2017

Marketing Operations provokes continuous innovation through business intelligence, voice of the customer, process, company-wide involvement. A nifty looking dashboard is useless if its output is questionable or non-actionable. Driving business intelligence, innovation, growth, customer experience, change = clout. Garbage in.

Non-Profits 70

Non-Profits Compliance Innovation Technology 70

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. During his career, he has also held a number of non-executive roles with professional bodies and the financial services regulator. More About Stephen.

Non-Profits 55

Non-Profits Innovation Customer Acquisition Technology 55

Experience Investigators

FEBRUARY 18, 2025

A key factor for business success and profitability (where revenue outpaces costs) is the customer experience (CX). Memorable, meaningful customer experiences turn typical transactions into impactful moments that build customer loyalty and help you continually innovate and reach more people effectively. So, whats missing?

Customer Experience 52

Customer Experience Non-Profits CX Education 52

Fonolo

SEPTEMBER 20, 2018

Tech experts should make it their mission to share their wisdom about AI with non-experts. As a business technologist specializing in Intelligent Automation, Kevin has innovated at RBC, adding value for contact centers with unique perspectives on global development, big data design thinking, and delivery. Getting Back to Basics.

AI 65

AI Artificial Intelligence Machine Learning Contact Center 65

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. 90% of customers who have done so plan to continue changing brands for higher value and innovation. The proof is in the data. Poor EX yields poor CX.

CX 83

CX Customer Service Non-Profits Sentiment Analysis 83

ProProfs

SEPTEMBER 17, 2014

We’ve consistently enhanced our Quiz Maker to make it an effective and innovative tool that millions can use and benefit from. We will continue to deliver innovation in training in the years to come and we’re very pleased to be recognized for our results”, said Sameer Bhatia, CEO, ProProfs.com. All organizations operating in the U.S.A.

Non-Profits 40

Non-Profits Education Innovation Technology 40