I was recently contacted by someone asking for some advice around how to drive ownership around poor customer experiences. I am sure a number of you have faced similar situations at some level at some stage. Indeed, it is almost a rite of passage for any CX professional. That is to say, until you’ve convinced someone to own a customer experience problem, you’ve not properly earned your CX stripes.
We’ve had lots of questions from customers, so if you need answers or reassurance that you’re on the right track the AIR Awards team is here to help
The global raise of COVID-19 has many businesses struggling and confused on what steps to take to minimize the economic impact. Market Researchers need to think about the pros and cons of continuing surveys at this time.
I think we all can agree these are trying times. While we cannot do much to help you secure such household goods, we can help you navigate the confusing waters of Customer Experience (CX) during times of crisis.
In honor of Confirmit’s ACE Awards, Phil Durand, one of this year's Judges, runs through his tricks, tips and pitfalls to avoid when writing a submission.
Customer Success can be defined as an organization’s approach to ensuring their products and/or services can deliver the right business outcomes for their customers.
Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth. Despite this fact, and irrefutable evidence that existing customers are more valuable than new ones, customer retention has often taken a back seat to driving sales. But this trend is changing, especially given the rise of subscription-based business models.
CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. behavioral, purchase history), and take action in order to improve the customer experience.
Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. As a discipline with allocated budget and resources, it is key to retaining customers and generating positive word of mouth, among other benefits, which drive business change and increase revenue.