Keeping the Customer Experience First

Posted by Heather Shafer and Oscar Alban on 2/16/16 7:30 AM

More than ever before, the customer continues to be king in 2016. Along these lines, we would like to share some of the insights and highlights from a recent TSW session, “Why Customer Experience is Vital to Your Company's Success.” In this session, co-presented by Verint and Snap-on Tools, a leading global innovator, manufacturer, and marketer of tools, we discussed how the Snap-on Tools Customer Care Center uses Verint Speech Analytics to capture critical feedback from their customers and has incorporated it into their customer journey mapping to quantify the customer experience.

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Topics: customer satisfaction, customer experience management, customer experience journey mapping

Redefining Customer Experience for the Cloud -- Part 1

Posted by Neil Jain and Singu Srinivas on 6/10/14 12:23 PM

In an increasingly cloud-based world, delivering a world-class customer experience is a whole new ballgame for many technology companies. Given the recurring revenue centric approach of most cloud offerings, software, hardware and infrastructure company executives are realizing that the post-sale operating model is critical for reaching profitability goals as their businesses scale. Maintenance, Customer Support, and Retention (MCR) functions need to move to the forefront and become the most essential areas to drive profitability within the subscription model.

Understanding how best to operate, organize and enable these functions are critical for exceeding customer expectations, delivering business benefits and growing the downstream recurring revenue base for each account.

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Topics: customer loyalty, customer experience, cloud, customer retention, customer experience management, customer support, software-as-a-service (SaaS)

Redefining the Customer Experience

Posted by Dennis Gershowitz on 11/21/13 3:12 PM


They say that you never get a second chance to make a first impression. This is especially true in the business world, where a bad customer experience can deter customers from purchasing from a specific brand or company. Building customer loyalty depends on creating friendly and professional interactions every time, regardless of the channel.

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Topics: customer loyalty, customer experience, customer satisfaction, customer experience management, TSIA Partners

How Customer Experience Elevates the Support Organization

Posted by Scott Hirsch on 10/11/13 1:12 PM

“Companies with customer communities that are well integrated into the heart of their business see tremendous benefits and a customer experience advantage.”

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Topics: support, customer experience, social media, customer experience management, customer communities, social support, customer engagement

Communications: The Overlooked Silver Bullet in Driving Customer Experience Management

Posted by Dennis Gershowitz on 7/30/13 7:43 AM

“You’re not differentiated if you’re just like everyone else, are you? Brand your competitive advantage, and drive revenue and profits, by communicating your customer satisfaction and loyalty to all stakeholders. A CEM communications program is your silver bullet."

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Topics: customer loyalty, customer satisfaction, customer experience management, customer relationship management (CRM), TSIA Partners

Technology: The Pathway to Improving the Customer Experience

Posted by Dennis Gershowitz on 6/11/13 4:43 PM

"Technology is opening up the pathway to improving customer satisfaction and loyalty under the umbrella of customer experience management."”

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Topics: customer experience management


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