Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. The metrics you choose should line up with your actions and the goals you are trying to meet.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ProProfs Blog

DECEMBER 11, 2020

They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” or “Are we successful as a brand to create an awesome experience for our customers?”. Let’s get started!

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 104

Customer centricity SaaS Upselling Metrics 104

ShepHyken

NOVEMBER 30, 2018

Are the tools easy to use? Can they solve a customer’s problem without jumping through numerous hoops? By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers.

Abandon rate 258

Abandon rate Journey mapping Average Handle Time Customer centricity 258

aircall

OCTOBER 11, 2022

The more intense the pressure, the greater the cost of losing time to manual admin that distracts team focus from high-value prospect and customer interactions. Together, they combine your people’s inner skills and capabilities with extra capabilities sourced externally from tools that augment your team’s capacity to scale efficiency. .

Customer centricity 118

Customer centricity CRM Sales Analytics 118

ProProfs Blog

APRIL 17, 2020

And if you successfully increase customer retention rates by 5%, then you can boost profits by 25% to 95%. That’s one of the reasons why y ou formulate strategies to retain your customers. But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. 1: Customer Churn Rate. #2:

Metrics 142

Metrics Customer retention SaaS Surveys 142

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Metrics are designed to focus on what the organization wants to achieve. Grant Cardone.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? But why stop there?

Quality management 83

Quality management Customer centricity Management Contact Center 83

ROI CX Solutions

MAY 1, 2025

Read time: 8 minutes Table of Contents Introduction In todays fast-paced, customer-centric world, businesses are turning to advanced technologies to better understand and serve their customers. Make decisions based on trends and customer demographics to ensure higher satisfaction and consistent business growth.

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ProProfs Blog

JUNE 5, 2020

Assess and deploy the right communication tools- Microsoft team, Zoom, WhatsApp, GoogleDocs, Asanaetc for the group and individual communication and shared workflow adjustments that replace the face-to-face work environment. Adapt to eLearning and remote learning options, tools, and technology for effective ongoing support and training.

Customer Service 214

Customer Service Customer centricity Metrics Customer Support 214

Beyond Philosophy

MAY 23, 2024

You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. Listening to calls and talking to agents reveals what’s happening daily and is far more relevant regarding an organization’s true Customer Experience.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Here are four of them, building from an architectural base.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone. FREE TOOL: CSAT CALCULATOR .

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

TeleDirect

MARCH 13, 2025

Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios. Enhances Call Center Performance Improves key metrics such as average handle time (AHT) and customer satisfaction scores (CSAT). Use real-time chat training tools for guided interactions.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

CX Global Media

OCTOBER 15, 2018

To be intentional and proactive in their response, executives are investing in the transformation of their training courses in leadership for supervisors because the frontline is where the customer-centric battle will be won. Know Your Metrics. Learning activities need to link to clear business outcomes.

Contact Center 269

Contact Center Morale Call Center Metrics 269

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Customer churn is the opposite of retention. Share data and results of the customer experience analytics in an easy-to-use tool.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Lumoa

FEBRUARY 20, 2018

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams the access to the same insights about what is driving the metric up or down. At Lumoa, we love NPS and widely recommend it to our customers.

Customer Experience 141

Customer Experience Customer centricity Feedback Metrics 141

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal. Use metrics and act on them.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

AWS Machine Learning

FEBRUARY 18, 2025

The assistant is connected to internal and external systems, with the capability to query various sources such as SQL databases, Amazon CloudWatch logs, and third-party tools to check the live system health status. The RCA agent considers the tools and knowledge bases available, then intelligently and autonomously creates an execution plan.

APIs 74

APIs Engineering Metrics Big data 74

ProProfs Blog

MARCH 6, 2020

Most companies attempt to give a quantitative aspect to sentiments like happiness and satisfaction using a customer satisfaction score survey. . Over the years, the customer satisfaction score has emerged as a promising metric. A Robust CSAT Survey Tool to Your Rescue. Customizations That Fit Your Needs.

Customer centricity 152

Customer centricity Surveys Analytics Sales 152

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

customer sure

JANUARY 20, 2025

The best approach is always to be asking, How would I want this to work if I was our customer? If youre a CustomerSure client, you can personalise customer interactions based on real-time feedback. Tools like our survey personalisation feature ensure that every customer feels heard, driving satisfaction and trust.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

Calltools

NOVEMBER 13, 2024

Continuous Optimization The latest data analytics and performance metrics can refine dynamic scripts even further. Benefits of Dynamic Scripting Contact centers like yours are customer-centric businesses. Therefore, they can have more relevant and customized conversations.

Scripts 52

Scripts CRM call center software Technical Support 52

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. FREE TOOL: CSAT CALCULATOR . Design a customer-centric culture. out of 100.

Journey mapping 155

Journey mapping Surveys Customer centricity Feedback 155

ClearAction

DECEMBER 30, 2017

In this article series we’ve discussed the quandaries and solutions for 10 types of customer experience silos: organizational, channels, systems, data, processes, vision, assumptions, goals, metrics, and handoffs. Use tools such as inter-relationship diagraphs, fishbone diagrams, and so forth to see the big picture.

Customer Experience 118

Customer Experience Customer centricity Metrics Employee engagement 118

ShepHyken

MAY 4, 2023

This week, we feature an article by Clive Hanks from TextExpander , a communication and efficiency tool that helps individuals and companies become more productive. In today’s digital world, customer service productivity is more important than ever. Customer service productivity is vital to meeting customers’ needs in 2023 and beyond.

Customer Service 156

Customer Service Metrics Self service Customer retention 156

TechSee

DECEMBER 28, 2020

A Salesforce survey indicates that 77% of service professionals say their company views them as customer advocates, 70% of agents say they’ve received training on how to be empathetic with customers, and 77% of agents say their role is more strategic — up from 71% in 2018. Focus on CX and CX metrics.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

ShepHyken

MAY 26, 2023

Recognizing these shortcomings is crucial for businesses to understand the need for next-generation loyalty programs that prioritize customer-centricity and enhanced experiences. By embracing loyalty redefined, businesses can position themselves at the forefront of customer-centric excellence.

Gamification 156

Gamification Customer Experience Customer centricity Personalization 156

CSM Magazine

JANUARY 29, 2025

Its a proactive and customer-focused strategy thats invaluable in todays competitive sales environment. The Role of Smart Tools in Customer-Centric Sales A customer-first sales funnel is easier to manage with the right tools in place. Another advantage is the insights these tools provide.

Sales 52

Sales Brand ambassadors B2B Customer centricity 52

CSM Magazine

MARCH 28, 2025

Use Customer Service Technology Implement solutions like CRM tools or AI chatbots to streamline service and make interactions more efficient. Continuously Improve Your Processes Evaluate your customer service operations regularly and identify improvement areas to keep up with changing demands.

Customer Service 59

Customer Service Customer centricity Chatbots Self service 59

aircall

JANUARY 11, 2023

For customer-centric teams looking for a package with added features such as IVR, analytics, and call routing, the options start at $85 per user per month. Here are the top five features support leaders should look for in an 8×8 alternative to find the right fit for their customer-centric team. . Warm transfer.

Customer centricity 62

Customer centricity Interactive Voice Response CRM Analytics 62