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👥 Are you providing personalised customer experiences? Whether you work in finance or retail, providing exceptional customer experiences is essential in this landscape. Intelligent automation and data-driven strategies empower FSIs to deliver the comprehensive experience that customers demand. 🎯 We go into the ins and outs of how to enhance financial customer experiences in this blog post 🖊: https://okt.to/XiRhIm #FinancialServices #customerexperience #FSIs #CxExperts

Benefits of Outcome-Based Engagements in CX: 1. Clear Results: By focusing on specific outcomes, retailers can align CX initiatives directly with business objectives, ensuring measurable improvements in customer satisfaction and loyalty. 📊 2. Resource Efficiency: This approach ensures that every effort and investment is directed towards activities that provide the highest return, optimizing both time and budget. 💡 3. Continuous Improvement: With defined outcomes, retailers can continuously monitor and refine their CX strategies, staying ahead of trends and customer needs. 🔄 4. Customer-Centric: Prioritizing outcomes that matter most to customers leads to enhanced experiences, fostering long-term relationships and brand loyalty. 🤝 5. Competitive Advantage: Retailers adopting outcome-based CX models can differentiate themselves, offering a unique and consistently high-quality customer experience. 🏆 Retail is more than just about customers; it involves a complex ecosystem that includes manufacturers, distributors, and all connected stakeholders. Outcome-based engagements in CX services recognize this interconnectedness, ensuring that every part of the retail chain works harmoniously to deliver exceptional value. 🌟

👥 Are you providing personalised customer experiences? Whether you work in finance or retail, providing exceptional customer experiences is essential in this landscape. Intelligent automation and data-driven strategies empower FSIs to deliver the comprehensive experience that customers demand. 🎯 We go into the ins and outs of how to enhance financial customer experiences in this blog post 🖊: https://okt.to/YQk2BX #FinancialServices #customerexperience #FSIs #CxExperts

Net Promoter Scores — commonly called NPS — have been a basic metric of business since Bain and Co. introduced the concept in 2003. The purpose of NPS is to gauge customer loyalty with one question: “How likely is it that you would recommend [the organization/product/service] to a friend or colleague?” The customer gives an answer on a scale of zero to 10. Customers whose answers fall between zero and six are considered “detractors” — people who either won’t promote the brand or actively discourage others from buying it. People who respond with a seven or eight are called “passives.” They may buy again, but they’ll jump for a better price or feature. Customers who answer with a nine or 10 are considered “promotors.” They are enthusiastic about the brand, intend to repurchase, and happily recommend it to others. The Net Promoter Score is calculated by subtracting the percentage of detractors and passives from promoters. That score is especially important. According to Bain, between 20% and 60% of the variation in organic growth rates is explained by the brand’s NPS, and companies with the highest NPS had 2x more growth than their competitors. Clearly, it’s worth creating a customer experience (CX) that customers voluntarily, enthusiastically promote. But many businesses outsource the function most closely associated with CX: customer care. It makes excellent business sense. A BPO with expertise in customer care can create efficiencies, save time, and cut costs for the client. But if the BPO isn’t driving the NPS up, it isn’t providing much value. It may even be doing active harm. That’s why ClearSource is 100% committed to delivering a luxury customer service experience to every customer of every client. We believe the exceptional is essential — and that applies to our agents, their training, and their approach to engaging client customers. Ultimately, that approach drives clients’ NPS up. That score is more than a business metric. It’s a look at the business’s future. We believe a BPO should constantly create a better future for clients — and we know that requires truly exceptional customer care. #CX #NPS #Outsourcing With so much riding on your NPS, select a partner that cares about your CX as much as you do. Contact ClearSource here: https://bit.ly/3N8vdhZ today.

Let’s talk CX in utilities… Unfortunately, the sector has been ranked the second lowest for 5 years in a row in the Forrester CX Index and dropped two years in a row in J.D. Power's Utilities Customer Satisfaction Study😓 Fortunately, there is a way out😊 Our SVP Global Marketing Anand Subramaniam has shared his insights on CX Scoop on how the sector can take CX from ‘doldrums to delightful’👏 Read now to learn more!➡️ https://lnkd.in/efR9WhNQ #eGain #CXScoop #CX #Utilities #Forrester #JDPower #CustomerExperience #KnowledgeManagement #KM

CX Dive published an article earlier today about the strategic importance of pricing in shaping customer experience (CX). I'm glad I had a chance to contribute on a topic that is top of mind for several of our clients; integrating pricing decisions with CX strategies is essential for achieving long-term business success. 4 Key points to consider: - Effective pricing strategies can enhance customer satisfaction and loyalty by influencing trust, perception, emotional response, and expectations. - Various pricing mechanisms, such as discounts, limited-time offers, and incremental payments, go beyond the base price to influence customer perceptions positively. - While uniform or commoditized pricing has less impact on CX, value-based or segmented pricing deeply intertwines with customer values and expectations. - Transparency in pricing is critical for maintaining customer trust, leading to higher satisfaction and loyalty. 4 Key takeaways: - Dynamic pricing, despite its challenges, has the potential to enhance CX when implemented transparently and ethically. - Advanced technologies like generative AI and data analytics can enable precise and personalized pricing, aligning prices with customers' willingness to pay. - Subscription models and incremental payments are likely to grow, with businesses focusing on collecting feedback to refine these schemes. - The future of pricing is expected to involve greater personalization and customer segmentation, with tailored discounts and flexible payment options becoming more common. #Pricing #CustomerExperience #Personalization Full article 👇 https://lnkd.in/dXcRZtKc

Broken promises, no one likes it when that happens. 😥 Whether it’s from friends, family, parents or companies we buy products & services from. 👩👦👦 💷 I am guilty of breaking promises that I have made to my kids, I mainly said yes at the time to whatever they were asking for because I was so busy and just wanted them to stop asking me again and again. (I did apologise) 🙃 As parents, we’ve all been there. However, too much of this can really damage the trust our children put in us and overall our word can then mean nothing to them. 🌳 As parents, we can build from this even if we mess up a few times. However, once a consumer loses trust in a brand, it will quickly take its business elsewhere. According to a recent Forbes study, it costs five times more to acquire a new customer then it does to retain a current one. No wonder that 90% of businesses have made Customer experience their prime focus. 💷 Freshworks works across various industries to support clients with their CX efforts. Read below how we helped Decathlon achieve 82% customer satisfaction rating. #customerexperience #freshworks

Interesting article from Amir Altaf at Oracle partners Boxfusion Consulting Limited. Here are 3 other CX metrics highlighted by Gartner that are better predictors of driving #CX: #customerexperience #nps #csat #service #marketing #customerservice https://lnkd.in/eS2mER4d

To conduct a CX audit, you’ll first need to... 👉 Specifically map out your customer journey for each customer segment (including existing customers). Also known as the “customer lifecycle,” a customer journey map is the beginning-to-end tale of their experience with you. Focus on high-level points, such as pre-sale points in the customer journey and post-sale points. For example, for a student interested in a business course, the high-level journey might look like this: 1. Student sees an ad for the course 2. Student checks out the website 3. Student signs up for the newsletter 4. Student receives nurturing newsletter sequence for three months 5. Student signs up for the course during a promotion weekend 6. Student takes the course 7. Student receives an email about an affiliate program 8. Student shares her positive experience with friends 🐼 Once you have the overview of your customer journey, it’s time to go granular with each touchpoint. #digitalexperience #optimizethejourney #digitaltransformation #postclickexperience #CRO #DXO

💸 According to Temkin Group companies that earn $1 billion annually can expect to earn, an additional $700 million within 3 years of investing in better #CX. Price, product quality, and advertising no longer cut it, people are eager to pay more if they feel valued through great, personalized #CustomerService.  The top 3 reasons businesses invest in customer experience optimization tools are: improving #CrossSell and #UpSell, better #CustomerRetention, and increased #CustomerSatisfaction - all directly impacting #Revenue. ⚔️ CX is the new strategic battlefield, no doubt about it! But how do we provide the best #BrandMoments?  Most unhappy customers don’t share their dissatisfaction with the company, but with their friends and family. Many managers believe the absence of negative #Feedback is a good sign. 🙅♂️That could not be further from the truth, as #CustomerExpectations are at an all-time high and it’s pretty hard to meet them. (Source: SuperOffice) 💡Ongoing CX training, periodical customer satisfaction #Surveys, CX #BenchmarkingStudies, or #MysteryShopping campaigns, can shift the course towards outstanding #CustomerInteractions. 🏁 START NOW, book a complimentary #OperationalAudit meeting via alexandra.cozma@market-insiders.com! See where you stand and what you need to reach unprecedented #BusinessPerformance and lasting relationships with your clients and your team.