customer experience

Why Next Year’s Marketing Success Will Always Follow Last Year’s Customer Experience

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The measurement of customer sentiment has evolved over time. We are constantly searching for more accurate methods of understanding what customers will do in the coming days, months and years. For a long time we tracked mainly customer satisfaction (CSAT) scores, thinking that a happy customer is a long-term customer. After finding that satisfaction didn’t […]

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Is Operations Involved in B2B Customer Experience?

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How would you like to reduce customer churn by 27%, increase Net Promoter ScoreTM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? This progress was achieved by engaging employees company-wide in coordinating customer-focused improvements across Operations, Marketing, Service and other functional areas. The

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Improve Customer Experience by Borrowing Ideas

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Creativity is essential in our highly competitive business environment. As technology and options expand, customers’ expectations for higher value are always rising. Companies that use creativity to understand, anticipate, and exceed customer expectations are the companies that grow, keep jobs, and thrive. To win higher share-of-wallet from customers, avoid the temptation to simply charge them

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Resolve to Connect Customer Service To Other Teams in 2018

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Source: Pexels.com The critical importance of customer service has become increasingly clear to companies across industries. A survey by Forbes magazine found over half of respondents (59%) reported a bad experience caused them to stop buying from a company. On a more positive note, Bain & Company found increasing customer retention rates by just 5%

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It’s Time to Insource Customer Service. Here’s Why.

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Photo-Mix / Pixabay As companies cut costs and cling to the bottom line, some of the most significant collateral damage has been to the customer service organization. Connection with customers has been sacrificed for quick and impersonal exchanges with outsourced agents. If considering only financials, outsourcing often emerges at the top choice for cost-effectiveness –

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Customer Centric Processes for Stellar Customer Experience

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All processes within a company have the potential to impact customer experience. However far removed from the customer you perceive a process to be, there is a snowball effect for employees’ (and suppliers’ and partners’) behaviors that can eventually permeate end-users. Customer-facing employees are only as effective as the rest of the company enables them

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Want to Deliver the Best Customer Experience? It Takes More Than a Metric

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charlemagne / Pixabay It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience. Over the past few years, organizations have begun taking it a step further than just stating this customer focus, but have started establishing

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