Think Customers

APRIL 10, 2025

Step 7: Use Technology to Strengthen CX Strategy Execution Technology enhances CX by providing deeper customer insights, streamlining interactions, and enabling automation. Action Point: Incorporate CX performance indicators into employee compensation structures across departments.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

Comm100

SEPTEMBER 22, 2021

In this article, the second in a series of four, we’ll continue our journey into digital transformation in customer service by looking at the best practices for adopting a digital transformation service strategy. When customers contact your organization, are they currently reaching the right person or team?

Customer Service 90

Customer Service Social Media Leadership Omnichannel 90

CSM Magazine

OCTOBER 28, 2021

Prioritizing cross-functional collaboration – When employees across functions have a shared view of CX goals and a holistic view of the customer, they are better prepared to collaborate across teams and improve the overall customer experience. Speakers include: Srikant Narasimhan, VP Enterprise Customer Experience, CVS Health.

Customer Centricity 52

Customer Centricity Webinar Culture Government 52

Retently

MARCH 18, 2024

This process can help companies refine their customer service strategies , ensuring they provide the best possible support to their customers. Improving customer experience Each customer’s experience with a business is unique and personal, and surveys can provide invaluable insights into these individual perceptions.

Customer Service 120

Customer Service Net Promoter Score Customer Service Representative NPS 120

Kustomer

JUNE 1, 2023

This is all personal customer data that can be used to anticipate customer needs and provide proactive, tailored customer service. Create Your Personal Customer Service Strategy You have your data and you’re ready to use it; now it’s time to build your personal customer service strategy.

Customer Service 56

Customer Service Hotels Customer Service Strategies Social Media 56

Stella Connect

JULY 17, 2017

Stan Lucas, AVP of Customer Insights and Advanced Analytics for Lane Bryant, recalls the beginning of the end of the company’s cost-containment (and therefore costly) approach to contact center management. Stan Lucas, AVP of Customer Insights and Advanced Analytics, Lane Bryant. A New Breed of Customer Service Agent.

Contact Center 45

Contact Center Sales Metrics Apparel 45

ShepHyken

AUGUST 21, 2020

The challenge lies in understanding today’s changing reality and employees and customer insights and needs, so that you can equip your people with the right skills and tools. After we overcome the pandemic, there will be something else — with a different buzzword but also requiring us to transform, simplify, adapt, disrupt and comply.

Customer Experience 195

Customer Experience Culture Government Customers 195

Eptica

APRIL 30, 2019

They show what they are interested in, what motivates them and what is important in the customer journey. By using AI to analyze this Voice of the Customer data, it delivers actionable customer insights that can be used to improve the experience, build trust and increase revenues. Share this page on: Tweet.

2019 60

2019 Consumers Social Media Customer Journey 60

transcosmos Information Systems

OCTOBER 8, 2015

Technology helps you to improve customer experience. Technology gives you the ability to interact with customers on a regular basis. Don’t miss this opportunity to gather as much feedback and customer insight as you can to inform your next marketing campaign or to introduce improvements to your current products or service.

Technology 48

Technology Customer Service Social Media Loyalty Programs 48

CSM Magazine

AUGUST 18, 2022

When you’re posting on Instagram, and in your Stories, ask people to share their thoughts and feelings about your service, and your products. Not only does this show respect to your customers, but it also gives you some great user-generated content. Tips to improve Instagram customer service.

Customer Service 52

Customer Service Marketing Social Media Customer Service Strategies 52

Lumoa

JUNE 14, 2023

By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

NPS 78

NPS Customer Centricity Loyalty Presentation 78

Think Customers

OCTOBER 28, 2020

The more flexibility that companies have in ramping up or down quickly with a variety of internal and outsourced staff, the better positioned they will be at meeting service levels and delivering a great customer and employee experience.

Financial 52

Financial Insurance Banking 2013 52

SurveySensum

MAY 2, 2024

From shaping product development to empowering employees, building trust, and boosting loyalty, a well-oiled closed feedback loop is the secret weapon that elevates customer experience to new heights. It’s a dynamic process where customer insights aren’t just collected. But what exactly is a Closed Feedback Loop?

Customer Service 52

Customer Service Social Media Loyalty Feedback 52

Think Customers

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event.

2024 52

2024 Events Leadership Innovation 52

Think Customers

OCTOBER 11, 2021

It’s time for CX leaders to deploy these metrics with action, technology, and deep questions that consider the emotions behind customer service. Real Time Speech Analytics to Power Voice of the Customer Insights : Learn how speech analytics can boost NPS scores with meaningful customer insight.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

CSM Magazine

JANUARY 4, 2023

QR codes’ affordability makes them the perfect tool for small businesses and startups looking to get a leg up on customer experience without breaking the bank or straining their resource capacity. Offer customer insights. Will it be used to redirect customers to a website or store? Enter QR Codes.

Customer Experience 52

Customer Experience Magazine Download Customers 52

CustomerSuccessBox

AUGUST 25, 2021

By collating each customer’s structured and unstructured data from across your company. With these comprehensive data points and knowledge, you can create amazing customer experiences. Customize interactions with your customers, and get powerful customer insights. Suggested read: 1.

Customer Success 52

Customer Success Download Customers Sales 52

Thematic

SEPTEMBER 24, 2024

You’ll start by choosing an industry AI model and customizing it for your business, so it might take a few weeks to start seeing customer insights. Combining thematic analysis, sentiment analysis and NPS in your customer program gives you better customer insights.

Voice of Customer 62

Voice of Customer Social Media Feedback Net Promoter Score 62

SurveySensum

AUGUST 8, 2023

And to deliver top-notch service you need to know what they like, dislike, and expect from your business. That’s where customer feedback comes into play. So, let’s explore how you can leverage customer insights to improve B2B Customer Service. What is B2B customer service?

B2B 52

B2B Feedback Customer Service Touchpoint 52

Kustomer

APRIL 30, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Adrian Swinscoe joins Gabe Larsen to discuss his philosophies and strategies for improving the customer service experience. – all responding in similar ways. When asked follow up questions, their answers are even more vague.

White Paper 53

White Paper Customer Service Books Connections 53

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Eptica

FEBRUARY 28, 2020

While this can work as part of a well-thought-out strategy, as our Channel Choice Best Practice guide shows, it can be a false economy if it solely to save money – consumers want to be able to make contact their way and will simply go elsewhere if not. The impact of worsening UK customer satisfaction. Share this page on: Tweet.

Consumers 72

Consumers Engagement Social Media Customer Journey 72