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

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

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 Sales 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

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

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

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 Start-ups Voice of the Customer 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

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 Engineering Non-Profits Start-ups 118

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

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

ECXO

AUGUST 26, 2024

As new technologies emerge and disrupt traditional ways of life, people may feel uneasy about the future, leading to a lack of trust in these innovations and the entities behind them. When companies fail to meet ethical standards or are seen as prioritizing profit over customer well-being, trust erodes.

CX 156

CX Social Media Government Non-Profits 156

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

PeopleMetrics

APRIL 28, 2015

Squeezed profit margins, declining fee income, the need to invest in ever advancing mobile and ATM technology, branch upgrades, and comply with new regulations all contributed to their demise. Trusted non-traditional entities are now in the consideration set for consumers' banking needs. Wows and Woes Study.

Customer Experience 79

Customer Experience Non-Profits Voice of the Customer Innovation 79

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 B2C VOC 60

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

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

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

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 71

Non-Profits Start-ups Voice of the Customer Customer Experience 71

Customer Bliss

NOVEMBER 8, 2016

Lee West is the Pastor of Guest Experiences — a very new role in the not-for-profit “church world” (as he calls it). Lee’s answers were interesting because in most of these episodes I’ve been talking to for-profit and non-profit CCO leaders, and this was obviously quite different. Episode Overview.

Non-Profits 51

Non-Profits Real Estate Retail Education 51

Aquire

AUGUST 30, 2021

Bezos is even ready to forego extra profits for these two factors. FedEx offers a strong rewards program (financial and non-financial) which it considers important in making sure teams deliver positive, memorable experiences to customers. As highlighted by the points above, Amazon cares for its customers. Recognition.

Customer Experience 64

Customer Experience Non-Profits Retail Manufacturing 64

CX Journey

JUNE 20, 2019

Although sounding very professional, in reality the application of Agile to non-IT teams is still in its infancy. Agile working in practice As with most innovations, they have a mixed track record. It can be a powerful exercise to invite your customers into your business to innovate with you.

Non-Profits 55

Non-Profits Innovation Customer Expectations Customer Experience 55

CallCare

AUGUST 11, 2023

With almost two-thirds of chief economists believing a global recession is likely in 2023 , the business world is once again bracing itself for another period of turmoil and looking for innovative ways to not just survive but thrive. The fact is, recessions are periods of uncertainty that can wreak havoc on businesses of all sizes.

Customer Service 52

Customer Service Non-Profits Invoicing Innovation 52

Experience Investigators

JULY 17, 2024

A non-profit realized they had completely neglected donors who donated more than once per year. The non-profit leadership quickly created an outreach program for these highly-engaged donors, leading to more contributions and engagement. Where should you start with customer journey mapping?

Customer Journey Map 52

Customer Journey Map CX Non-Profits Touchpoint 52

DMG Consulting

JANUARY 17, 2018

DMG’s 14 th annual report on this resilient sector explores the products, innovation, and market trends and challenges that are changing the face of WFO. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

Contact Center 48

Contact Center Non-Profits Artificial Intelligence Text Analytics 48