Category: Customer experience

Showing all the 15 posts with the category Customer experience


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Customer experience · Aug 26, 2021

Stay Connected: How To Be Customer Centric In Telecommunication

  As a telecommunication service provider, you may have been thinking your team has worked hard to satisfy your customers – until one day you see another service cancellation request by another customer. Worse, a low-star rating of your business.  And like many other telecom carriers, you may wonder why this is the case? Aren’t we living in the age of digital transformation where we basically would all die without WiFi? Why are telecoms increasingly…

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Customer experience · Aug 19, 2021

Customer Experience Trends Predicted by Forrester: Offline Shopping Is Less But Still Matters

We’ve discussed several key consumer behavioral trends in past articles and how brands can leverage such knowledge to prepare for the future of CX. This time, we examine more closely the rising demand for a transformative in-store experience as the war with COVID-19 dies down. Irrespective of the e-commerce explosion in recent years, physical stores are still essential. Find here why and how consumers are reconsidering offline shopping, based mainly on Forrester insights.   With…

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Customer experience · Jul 22, 2021

Customer-Centricity: Understanding the value of consumer well-being

The impact of COVID-19 left more than physical and social losses for many consumers, but also heavy psychological distress. Learn more about how brands should prioritize consumer well-being to become more customer-centric in the next phase of the economic recovery.    2020 was just not “the year.” Let’s admit that. COVID-19 left many consumers unemployed, homeschooled, and forced to work from home. On top of that, the pandemic left more than emotional, physical, and social…

Customer Loyalty

Business · Jun 08, 2021

6 Ways to Protect and Build Customer Loyalty

As economies slowly recover, finding ways to protect and build customer loyalty is more vital than ever. Discover 6 actionable insights on how to retain a legion of loving followers and gather more along the journey.    For better, for worse, for richer, for poorer, in sickness, and in health, no one says “I do” quite like loyal customers for their favorite brands.  At this point, your business has succeeded at making countless proposals to…

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Business · Jun 03, 2021

New Global Consumer Group: Work From Home Customers and Their Trends

In the aftermath of our pandemic quake, fault lines have formed around several new global consumer groups. We share one of them – the “Work From Home” customers – and their top trends and implications for managers.    In December of 1811, around 2:15 A.M., the earth violently shook through a town called New Madrid, Missouri. Later, the disaster became known as the New Madrid Fault Line, one of the world’s most earthquake-sensitive regions.   Fast…

customer insights

Business · May 18, 2021

Top 5 Predictions for Customer Insights in 2021

Times are a-changing. Businesses should constantly be ‘woke’ to new ways to improve their customer experience. Find out the top predictions for customer insights in 2021.     Over 60% of companies worldwide are staffed with Chief Data Officers. 76% of customers expect companies to understand their needs in 2021. Not to mention, a whopping 90% of global executives who leverage customer insights report said that it improved their ability to deliver a great customer experience….

Emotional Customer Intelligence

Business · Apr 27, 2021

How Emotional Customer Intelligence is Changing Digital Marketing

In the age of digital transformation, the way we understand customers has been revolutionized by technology to connect with them on a deeper, more emotional level. The Customer Experience A.I. is already leveling the playing field in digital marketing, minimizing human efforts to transform the way we analyze customer data. Learn the importance of identifying the feelings that drive customers’ behavior through emotional customer intelligence. You Don’t Sell Things; You Sell Emotions Let’s start with…

Jan Bennink

Business · Apr 22, 2021

Wonderflow interviews Jan Bennink, Member of the Board of Directors and former CEO of Royal Numico Holdings NV

In early 2021, we had announced a new addition to Wonderflow Board of Directors, Jan Bennink. Now in a newly released interview with the former Advisory-Board-member, we get a better idea of who Bennink is. More importantly, why he has taken a more strategic seat at our table and how his extensive leadership experience in mostly FMCG and CPG will help shape Wonderflow. How would you describe yourself in 5 words?  I would say driven,…

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Customer experience · Apr 07, 2021

How to Measure Value for Customers using innovative Wonderflow tools

Wonderflow participated in the prestigious Forrester Report focused on the best tools for CX Managers to really catch the voice of the customer and measure customer satisfaction. But what is the value for customers and why it is so elusive? What are the best strategies to analyze it and why Wonderflow happens to be so good at it? Let’s see it together.   The Value for Customers is as mysterious as love   Some people…

NPS vs. CSAT

Business · May 11, 2021

NPS vs. CSAT and Their Importance for Brand Growth

The customer experience has never been more on-demand. Measuring it all starts with asking customers the right questions. Find out more about top metrics like NPS vs. CSAT and their importance for brand growth.    “Listening to the customer is not an option; it is simply part of our mission,” – says one of our valued customers in a recent Voice of Customer (VoC) interview. With that in mind, expectations of a great customer experience…

ecommerce

Customer experience · May 04, 2021

How to Scale Your Omnichannel Strategy for the Overcrowded Future of E-Commerce

As a result of COVID-19, the future of e-commerce will be overcrowded with new and unique opportunities, threats, and challenges. Thus, to capitalize on the e-commerce growth and out-perform new competitions, brands must scale their omnichannel strategy. Read on to discover key solutions.   Nearly 150,000,000 customers became first-time online buyers in the COVID-19 pandemic.  That’s, indeed, a lot of zeros, but it’s a good thing in this case. However, that’s not to say all…

Call Center

Business · Jun 15, 2021

More than Another ‘Cost’: Why Call Center Analytics Matter and How to Use It to Generate Revenue

Customer contact centers can be a profitable resource for companies if call center analytics is leveraged correctly. Discover the value of contact centers and how to analyze call center data.     Call centers are more than just a ‘cost center’ and a place to leave customer voicemails. Thanks to advanced technologies, call center analytics have made the business department itself more valuable than ever before. When used effectively, contact center data can help companies generate…

Emotional Loyalty

Business · Jun 24, 2021

Why Emotional Loyalty Matters Most in the Future of CX

Behavioral metrics alone aren’t enough to measure customer loyalty. Emotional loyalty must also be considered for long-term brand success.   What does “loyalty” mean? Could it be the way your pet follows, protects, and looks at you, no matter what? How about customer loyalty? Could it be the way your shoppers buy from you, how they keep returning for more, and why they revisit? In a recent post, we covered six different ways to protect…

Sustainability E-Commerce

Business · May 25, 2021

Brand Building Towards Sustainability in E-commerce

Sustainability in e-commerce is a growing hot topic. Brand building towards this future matters more than ever. Learn what, why, and how. Fast, free, sustainable, now!   In his Netflix comedy special, Ronnie Chen impersonates a content-obsessed consumer living in modern-day America.  Below is a song-like chant or quote from the hilarious comedian and for which sums up e-commerce (i.e., Amazon Prime):  “We need it, Prime.  We need Prime harder, faster, stronger…Faster Prime! Prime Now!…

predictive analytics customer experience

Customer experience · Apr 21, 2021

Why Predictive Analytics is the future of CX Marketing

The digital marketing and customer experience landscape is ever-changing. Traditional methods of data analysis, such as surveys, cannot always keep up with new standards. Meanwhile, the long-awaited developments over Predictive Analytics are gradually seeping into the future of customer experience, thanks to advancing technologies. Let’s discover why. Predictive Analytics: The Holy Grail of Marketing The ability to foresee the future is a superpower most people would like to have, but marketers most of all. We…