Blog

When the Captain Is Upset, He Speaks for the Team. How Are You Ensuring They Keep Playing for You? By Robert Zoch, Content Marketing Manager, Customer Journey Solutions, NICE Systems

As you prepare for Valentine’s Day, you may be thinking about how you can delight your significant other. However, at NICE, we’ve been thinking about how you can show some of that love to your customers.

One of the hot themes for customer-centric organizations in 2016 is Customer Love. But what do we really mean by this and can you fall truly, madly and deeply in love with your electricity supplier or your water company?

Now that we have Black Friday, Cyber Monday, Boxing Day and New Years behind us, let’s take a moment to see how those sales might have impacted customer experience.

Discover what impact a data breach can have on your organization and the simple steps you should take to limit the damage to your Customer Experience.

Voice of the Customer (VoC) programs enable organizations to embed agility into organizational processes, making the organization move in small yet quick and continuous steps towards its goals of enhancing its customer experience, efficiency and profitability.

Too often, when we talk about customer experience we usually, focus on improving NPS (getting more and happier promoters), When Compliance meets CX, more specifically when Compliance meets bad CX, Organizations get their worst detractors. We all know what impact those customers can have in terms of brand damage and NPS score... While virtually every institution tracks complaints, the number of complaint intake channels has increased dramatically in recent years..