What if the return on your investment is even beyond what you were hoping?
Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. And understanding, leveraging and acting on CSAT scores can absolutely help you get there.
http://customerexperienceupdate.com/?open-article-id=12234627&article-title=how-to-prove-the-roi-of-customer-satisfaction--csat-&blog-domain=getfeedback.com&blog-title=getfeedback/
Cerebri AI's platform uses a machine learning paradigm called reinforcement learning, in which a machine learning model optimizes its actions based on new and historical data to yield the greatest reward. It analyzes digital customer interaction data and generates up to four “next best actions” for the company trying to make a sale, such as sending a marketing email or reaching out from a call center.
http://builtinaustin.com/2019/12/04/cerebri-ai-raises-7M/
It’s common sense, of course - every single interaction your customers have with your company will influence their opinion of you, and in turn will influence your brand positively or negatively. That overall experience will guide the customer’s decision to return to you and it will improve the likelihood of them providing referrals that will lead to even more business for your company.
http://entrepreneur.com/article/344351/
For all the prognosticators out there trying to predict which digital commerce brands and retailers will be the winners and losers in 2020, there’s a simple litmus test: the customer experience.
Without a doubt, succeeding in 2020 will require companies to have 20/20 vision into how consumers want to experience a brand — both online and offline.
http://mytotalretail.com/article/digital-commerce-and-the-customer-experience-top-trends-for-2020/
Founder and Chief Executive Officer (CEO) of Amazon, Jeff Bezos famously said, “Your brand is what other people say about you when you’re not in the room.” Warren Buffet, chairman and CEO of Berkshire Hathaway cautioned, “It takes 20 years to build a reputation and about five minutes to ruin it. If you think about that, you’ll do things differently.”
Rick Crump, founder and CEO of KineticXperience, drove both those points home during his presentation “Advice From An Industry Expert: Introducing Customer Experience To A Clinical Setting: The KineticXperience” at the 2019 OPEN MINDS Technology and Innovation Institute in Philadelphia during which he encouraged health and human service executives to reassess consumer touchpoints to ensure good customer service.
http://openminds.com/market-intelligence/executive-briefings/why-specialty-provider-organizations-should-care-about-customer-experience/
When budgeting for CX, a key question is how to determine the business value. Seventy-five percent of the marketing leaders responding in this year’s report said they had calculated the business impact of improving CX, a figure which had only been 48 percent two years ago.
To that aim, Gartner makes several recommendations. For instance, it suggests that organizations can employ customer data that shows the impact of satisfied customers, since customer satisfaction is the key goal of customer experience efforts.
http://clickz.com/spending-on-customer-experience-increases-as-its-impact-is-more-widely-recognized/259657/
What will keep your contact centre running smoothly, even when your agents must work-from-home and your customers have more questions than ever before? Keeping your organisation focused on remote service excellence, continuity and financial stability will have your customers — and your agents — as satisfied as ever.
https://www.customerexperienceupdate.com/?open-article-id=14097418&article-title=how-can-a-cloud-contact-centre-help-you-successfully-navigate-economic-uncertainty-&blog-domain=niceincontact.com&blog-title=nice-incontact/
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