Customer Bliss

MAY 9, 2018

I’ve been asked, “How do you persuade top management that customer centricity is not a cost?” ” In order to do so, you must affect change in four areas that shift the mindset of the leadership team and elevate the customer within the consideration set. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience Leadership Measurement 245

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. What Is a Customer Experience Manager (CX Manager)?

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. It increases sales and conversions.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service Social Media 299

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways.

Customer Experience 297

Customer Experience 2012 2013 2014 297

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. You heard me right: not one department owns the customer experience—it’s every department!

Airlines 370

Airlines Government Webinar ROI 370

InMoment XI

DECEMBER 6, 2022

Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. . How do you train staff in the franchises to instill customer experience in all that they do, maximizing sales?

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? MORE SALES!

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? We want to fix that.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

TechSee

SEPTEMBER 26, 2024

In today’s competitive business landscape, enterprises constantly seek new ways to boost efficiency, improve customer satisfaction, and reduce operational costs. One standout solution in this space is Sophie AI , a powerful Agentic AI that transforms customer service and CX through autonomous, multimodal support.

ROI 109

ROI Average Handle Time Net Promoter Score NPS 109

InMoment XI

OCTOBER 4, 2024

Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success. What is Customer Experience Management? To grasp customer experience management, it’s essential to first understand customer experience itself.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

JULY 7, 2022

When customers are looking for a solution to a problem, they will often turn to a company they trust. For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it. Brand Perception.

Brands 369

Brands ROI Social Media Return on Investment 369

GetFeedback

MAY 2, 2019

Customer experience is not a new concept. We heard by now that the battleground for business growth lies in your ability to provide a better customer experience than any of your competitors. The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience?

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

2020 250

2020 Net Promoter Score ROI Metrics 250

InMoment XI

OCTOBER 25, 2024

Customers love talking about their experiences, especially if they had an exceptionally good or bad time. The average customer sentiment across the online space contributes to the restaurant’s reputation. In fact, 22% of customers will not dine at a restaurant after reading a single negative review!

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” How to Win the “Make or Break” Moments in the SaaS Customer Journey. What are you doing with it?

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

Retently

NOVEMBER 27, 2024

Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Building Customer Loyalty for Retention 6. Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 That’s a lot of shopping carts, checkouts, and happy customers!

Sales 157

Sales Social Media Multi-Channel Loyalty 157

eglobalis

DECEMBER 17, 2024

The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers.

2025 221

2025 Net Promoter Score B2B Multi-Channel 221

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? What is Customer Experience Automation? Customer experience automation refers to automating interactions or touchpoints throughout the customer journey.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

InMoment XI

AUGUST 9, 2024

The way you feel about that brand is because of the customer experience you have every time you make a purchase. The customer experience you have with a brand will cause you to be a lifelong customer, or never shop there again. What is Customer Experience (CX)? Why is Customer Experience Important?

Customer Experience 221

Customer Experience 2024 Net Promoter Score Customer Journey Mapping 221

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” The C-suite needs see, if there was a (customer) problem, yo.you solved it.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. 2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination.

Call Center 182

Call Center 2019 Contact Center Customer Experience 182

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. This erodes trust between the brand and the customer.

Automotive 373

Automotive Loyalty Return on Investment Transportation 373

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. What is the ROI of Generative AI in CX? Over-automating can lead to a depersonalized customer experience and potential customer dissatisfaction.

ROI 109

ROI Financial Net Promoter Score NPS 109

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. What is the ROI of Generative AI in CX? Over-automating can lead to a depersonalized customer experience and potential customer dissatisfaction.

ROI 109

ROI Financial Net Promoter Score NPS 109

InMoment XI

MAY 3, 2024

Companies that prioritise understanding and meeting customer needs stand poised to thrive in a constantly changing marketplace. Foot Locker stands out as a beacon of innovation and customer-centricity. These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? Whether you are looking to change current processes, improve old ones, or ensure that your team is aligned on the priorities of the customer experience, creating a customer journey map will be useful to your organization.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

2019 173

2019 Customer Experience ROI 2025 173

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business. As a result, teams can make informed decisions on improving customer relationships and resolving issues.

Call Center 195

Call Center Contact Center Social Media Metrics 195

TechSee

MAY 10, 2021

At TechSee, we have put that knowledge into practice with solutions that help our clients and their customers every day. This cutting-edge approach enables consumers to DIY for technical issues and helps contact center agents and field technicians provide remote guidance while seeing exactly what the customer sees.

Sales 109

Sales ROI Contact Center Culture 109

BlueOcean

OCTOBER 21, 2024

Listen to the audio via our podcast here: One negative customer experience may seem like a drop in the ocean of all your shopper interactions, but it’s never that simple. TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. Too tired to read?

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. Improve customer lifetime value. Reduce customer churn.

Customer Experience 195

Customer Experience Social Media E Commerce Retail 195

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer service takes too long to answer the phone.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. The desire for a personalization in the sales experience has only grown in recent years. The same holds true across the sales-service continuum.

Sales 104

Sales Loyalty White Paper Contact Center 104