Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Let’s think in customer touchpoints instead.

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

Fonolo

SEPTEMBER 19, 2017

48% of businesses are equipped to connect with customers through a message. Our favorite chart: The State of Customer Service 2017. Methodology: “[we]… surveyed over 100 customer service leaders. Methodology: “Customer management thought leaders [often] provide advice from an internal business standpoint.

Call Center 89

Call Center Contact Center B2C Surveys 89

COPC

OCTOBER 25, 2017

Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. In general, the first two — benchmarking and consumer research — are great ways to establish a basic direction and set of operating assumptions. Benchmarking. Customer Surveys. Consumer Research. Focus Groups.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

Customer Experience Matters

JUNE 5, 2017

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

Employee engagement 44

Employee engagement Customer Experience Benchmark Customer centricity 44

ProProfs Blog

FEBRUARY 1, 2019

Use social media platforms as a guide to learn how the customer speak about your product. Identify the words they associate with your product when discussing them and use this to create a customer-centric benchmark of value and quality among other factors. Use Social Media to Cast A Wider Net.

Surveys 84

Surveys Benchmark Advertising Customer centricity 84

LiveVox

OCTOBER 24, 2018

The demand for customer-centric digital engagement continues to be top of mind across contact center industry leaders. The acceleration of new technologies and their use has evolved what it means to connect with your customer.

Contact Center 45

Contact Center Benchmark Customer centricity Technology 45

Answer Dash

OCTOBER 15, 2018

One of my top takeaways from these discussions is the growing importance of formulating and managing marketing campaigns on a far more granular and customer-centric level. Prospects and customers need to be addressed through multiple touchpoints, using the appropriate content and delivered through the right channels at the right time.

B2B 76

B2B Marketing Customer Experience Benchmark 76

ClearAction

OCTOBER 16, 2019

Michael Brenner, CEO of Marketing Insider, says: “The biggest mistake companies make when analyzing retention rates is not seeing that a high churn rate is the result of poor customer acquisition efforts.” Creating & keeping a customer (i.e. customer-centric management) is guided by customer lifetime value.

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

Eptica

MAY 17, 2017

Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Published on: May 17, 2017. This all means that L'Occitane needed to adapt, and adapt quickly, fostering an customer-centric culture at every level, if we wanted to recruit and retain customers.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

Comm100

DECEMBER 1, 2017

Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” Successful Brands Are Customer-Centric.

Contact Center 48

Contact Center Customer centricity Journey mapping Benchmark 48

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Aria Solutions

OCTOBER 10, 2017

You need to assess where you stand on your journey to CX transformation and benchmark where you are against your competitors. For further insights into how to measure CX, read the blog Looking at Contact Center Metrics In A Customer-Centric Way. Establishing a customer-centric culture.

Customer centricity 48

Customer centricity Contact Center Metrics Benchmark 48

Eptica

JUNE 13, 2018

Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Author: Taoufik Massoussi Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement.

Customer Experience 49

Customer Experience Average Handle Time Benchmark Metrics 49

COPC

MAY 16, 2018

So, how can you and your organization figure out which channels and solutions your customers want to use? One suggestion: take a customer-centric approach to channel management. Step 2: Find out which channels customers want and, just as important, what capabilities they expect out of those channels.

Surveys 41

Surveys Journey mapping Customer centricity Entertainment 41

COPC

APRIL 6, 2018

But by attempting to apply traditional call center metrics, the things being measured aren’t necessarily what matters most to customers. In Customer Experience Management Benchmark (CXMB) Series research conducted by COPC Inc. and Execs In The Know, consumers are very clear regarding their expectations of non-voice solutions.

Metrics 40

Metrics Schedule adherence Multichannel Benchmark 40

Comm100

FEBRUARY 20, 2018

According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. And, happier agents have a better overall workplace morale, which translates into the quality of customer service. Value in Customer Satisfaction. And, Chatbots more than pull their weight.

Chatbots 67

Chatbots Contact Center Chief Customer Officer Benchmark 67

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Never underestimate the customers expectation in CX.

Customer Experience 60

Customer Experience Customer centricity Education Consulting 60

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. This brings us to the next point: The Ability to Benchmark and Evaluate.

Customer Experience 52

Customer Experience Benchmark Self service Customer Care 52

Taylor Reach Group

JUNE 11, 2018

Leveraging an Omni-Channel strategy can drive Customer Loyalty by delivering consistent customer service regardless of the channel of interaction. This also supports differentiated service for different customer segments and customer journeys. 66% expect a response on social media within 24 hours (Microsoft).

Contact Center 50

Contact Center Self service Scripts Call Center 50

ProProfs Blog

DECEMBER 12, 2019

found that good customer service can actually increase the possibility of customers to buy a product from your competitors if they offer better customer service. If your business isn’t customer-centric, customers will leave your brand. Why Your Customers Aren’t Loyal? Bain & Co.

Customer retention 132

Customer retention Surveys B2B Marketing 132

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. As virtual and physical worlds collide, customer information is becoming more valuable – and increasingly insecure. Check out our annual benchmark report.

Customer Service 43

Customer Service Chatbots Journey mapping Multichannel 43

PeopleMetrics

FEBRUARY 6, 2025

When I wrote Listen or Die in 2017, I emphasized that executive sponsorship is the single most important factor in VoC success. Its not technology, survey design, or even customer response ratesits whether someone at the top is taking CX seriously and making it a top priority within the organization.

Benchmark 62

Benchmark Customer centricity Analytics Feedback 62