tjeerdtraats: customer-success*

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  1. Remember that time you had a truly amazing customer service experience that you just felt the need to tell the world? Trust me, that wasn’t by accident. In a report by American Express, 86% of customers were happy to pay higher prices when guaranteed exceptional customer service, whereas in a report by RightNow, 82% of customers were willing to leave a brand due to bad service.
    https://www.forbesmiddleeast.com/en/how-to-go-above-and-beyond-with-customer-experience/
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  2. Customer-centric retailing and selling are the new business models. The new model goes beyond the traditional horizon of omnichannel, breaking down the lofty walls between internal intent silos and the potent customer experience platforms.
    https://martechseries.com/analytics/behavioral-marketing/unified-commerce-customer-experience-future/
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  3. You understand what it takes to provide a great customer experience. In fact, you are a great warrior on behalf of the customer. You can’t stand hearing about what customers complain about, simply because you think that hiccup should have never happened. That problem with marketing is because those people in marketing don’t get it like you do. Those complaints about distribution could be solved if the right people were there. Nobody seems to really get it in your organization, except you.
    https://www.forbes.com/sites/forbescoachescouncil/2018/05/24/what-if-your-customer-experience-is-lousy-because-you-dont-think-youre-responsible-for-it/#1261bf8b7671/
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  4. Among the improvements that Bombardier has brought to its aftermarket support is recently adding a second mobile response team (MRT) jet, a Challenger 300, based in Frankfurt, Germany.
    https://www.ainonline.com/aviation-news/business-aviation/2018-05-29/bombardier-ramps-customer-experience/
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  5. I don’t want to be a buzz kill, or the bearer of bad news, but if you’re just setting out on a customer experience career journey, understand that it is not for the complacent, nor the satisfied. This is the career for those who must motivate themselves and others to constantly and consistently top what has been done previously.
    https://smartercx.com/future-cx-leaders-think-of-customer-experience-as-a-magic-trick/
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  6. We now live in an outcome-based economy. Customers want solutions, and if you don’t provide a solution and provide it well and fast enough with flexibility in price and offering, they can easily opt for one of your many competitors. To this flexible mindset add tons of data and an endless array of influences, and you’ve got a customer journey that is much more volatile than in years past.
    http://customerthink.com/are-your-customers-engaged-how-to-tell-and-what-to-do-about-it/
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  7. I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. While the practice is maturing, there’s still a lot of room for improvement.

    In the spirit of sharing best practices, we at Heart of the Customer put together our Top 10 Reasons that Journey Mapping Projects Fail, a la David Letterman.

    Without further ado, let’s proceed!
    http://customerthink.com/the-top-10-reasons-customer-journey-mapping-fails/
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  8. At a recent tech conference in Silicon Valley, an overheard remark from a participant captured the uncertainty around the concept of customer success: “Not sure I know many companies trying to achieve ‘customer failure’!”

    It should come as no surprise that there is confusion over what is meant by “customer success” and how exactly to apply this new approach to your day-to-day business. Like other paradigm shifts, it will take time for customer success to become mainstream. Let’s take a brief look at these paradigm shifts.
    http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Customer-Experience-Customer-Success-Takes-Engagement-to-the-Next-Level-125078.aspx/
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  9. B2B companies know that it is harder than ever to influence customer experience (CX) in the digital age. An influx of channels, easy access to information and influencers, and an increasing desire for personalised, consumer-like experiences has blurred traditional purchasing paths and empowered B2B customers to independently make buying decisions before engaging with company representatives.
    https://www.mycustomer.com/experience/loyalty/have-b2b-companies-lost-control-of-the-customer-experience/
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  10. Part four of a new series from Smith+Co exploring business value, communication and empathy. Part one: Lessons on brand values from sinners and saints. Part two: How to adopt a value-led approach to handling a brand crisis. Part three: How leading brands build empathy into their CX - and how you can too.
    https://www.mycustomer.com/experience/engagement/how-to-ensure-your-customer-experience-training-programme-is-a-success/
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