34 articles in this category
Customer feedback loops help you understand and improve customer experience by gathering, analyzing, and acting on feedback. Learn how to build an effective feedback system that keeps customers coming back.
Voice of the Customer (VoC) programs capture customer expectations and feedback to improve products and services. Effective VoC programs can lead to significant improvements in customer satisfaction, retention, and revenue.
The service process defines how customers experience your company and can provide competitive advantage. Three main types exist: line operations with sequential steps, job shop operations tailored to client needs, and intermittent operations for unique projects. High customer contact requires greater flexibility and coordination.
The omni-channel experience is a seamless integration of all online, telecom, and brick-and-mortar platforms that creates unified customer interactions. Companies like Starbucks, Sephora, and Bank of America demonstrate how this approach transforms customer engagement across multiple touchpoints.
This is a guest post by Donna Weber - a customer onboarding expert I recently had lunch with my friend and colleague Roderick Jefferson. Roderick is a nationally recognized educational and motivational speaker and is also an acknowledged thought leader in the sales enablement space. When Roderick shared his tag line Hope is Not a Strategy, it resonated deeply.
Understanding the customer buying process is essential for effective sales and marketing. Learn the six stages customers go through before making a purchase, from problem recognition to post-purchase evaluation, and how to optimize your strategy for each stage.