Tag: Customer Experience (Articles)

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  • Introducing WorkOutLoud SmartNPS™
    SmartNPS™ provides an simple and easy way to deliver NPS and related questions to your customer and is an integrated function within the WorkOutLoud Customer Experience platform. NPS (Net Promoter Score) is an effective algorithm for clearly identifying a “score” for a customer relationship or virtually any “subject matter” you would like to use an NPS approach to understanding how the customer values the company, product, service, or individual.
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  • How Deedre Day is taking the bull by the horns for her community
    There has never been a time to adapt to change like now.  And adapting in a timely manner is paramout. This requires a strong outlook, some good planning, and a strong team of employees, customers, and partners. With the COVID-19 pandemic happening right now - we are seeing business stumble to get back their footing on solid ground.  We do expect many to overcome today’s challenges, although we also expect to see a new set of leader organizations that will have demonstrated the ability to...
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  • Why Is Improving Customer Experience (CX) Urgently Essential for Your Business?
    There is a strong correlation between Customer Retention and a positive Customer Experience, and an even more direct correlation between Customer Churn and a negative experience.
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  • WorkOutLoud - Customer Collaboration Reinvented
    WorkOutLoud helps brands connect with their customers, and their customers with each other. The WorkOutLoud platform delivers simple yet powerful collaboration capabilities that help your customers share ideas, communicate solutions, and solve challenges - through thoughtful forums and messaging organized by topic, special interest, or network - your customers will collaborate together to improve their customer experience by leveraging the power of the network.
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  • The Customer Experience Platform... A Bigger Vision
    Today’s customers’ have high expectations of value and relevance. Today’s customers are savvy, aware, and connected.  They want information, connections, and collaborations that are relevant and timely.  They want you to remember who they are, what they purchased, and how they use your products.  They desire efficient ways to search and place high value on information you help them discover based on their needs.  They want to know they are among other customers just like them.  The...
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  • "We decided to go in a different direction"
    Why you might need to map the customer journey Everyone’s been there You get the call… your customer has decided to “move in a different direction.” You know what that means. To not put too fine a point on it, they just fired you. So, the conversation moves from some obligatory, futile attempt to persuade the customer not to move to eventually discussing how that relationship will wind down. This conversation is never good.
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  • Some simple facts about the customer experience
    Creating a competitive edge, 39% of CEOs rated Customer Experience as the most effective - almost 2-1 over the next method: Talent.  (CRM Magazine/2017) It’s complex - on average it takes at least 5 software solutions to execute a simple customer collaboration event and to keep the customer conversation going. CMOs are under pressure to acquire, grow, and keep customers who are technically and socially connected with one another.” - From The Path to 2020 ~ Economist Intelligence Unit ...
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  • Let's be clear...
    Let's be clear - the market has changed. you can not afford to lose a customer once you have them. customer retention and customer wallet growth are top strategies regardless of your industry.
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  • Customer Communities in 2016
    What is the state of online community in 2016? As I noted in my recent round-up of enterprise tech to watch in 2016, the social business industry -- which largely runs on community platforms and is the center of gravity of the practice -- is in the midst of a growth surge, with compound annual growth of 26% expected through 2019 to become a $23 billion industry. This is a significantly higher growth rate than the entire big data industry, and so it's good evidence that we'll continue to see c...
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  • Let your Customers Self-Organize!
    Customers involved with complex, sophisticated, and mission-critical business applications/products have a natural need to organize themselves into groups that represent their nuanced and general needs of their role with these products.
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