Marc Lankers’ Post

Did you know that organizations utilizing an integrated CX realize 2.4x higher revenue growth than those that don't? Read our Integrated CX Guide to learn more about what it is, why it's important, and how it can help your business! #IntegratedCX #CustomerExperience

Did you know that organizations utilizing an integrated CX realize 2.4x higher revenue growth than those that don't? Read our Integrated CX Guide to learn more about what it is, why it's important, and how it can help your business! #IntegratedCX #CustomerExperience

Did you know that organizations utilizing an integrated CX realize 2.4x higher revenue growth than those that don't? Read our Integrated CX Guide to learn more about what it is, why it's important, and how it can help your business! #IntegratedCX #CustomerExperience

Did you know that organizations utilizing an integrated CX realize 2.4x higher revenue growth than those that don't? Read our Integrated CX Guide to learn more about what it is, why it's important, and how it can help your business! #IntegratedCX #CustomerExperience

Puzzel has released the results of a study conducted by Forrester Consulting, revealing that organizations implementing its CX solutions could achieve a ROI of 278% 👏 Key findings suggest that transitioning to Puzzel’s cloud-based contact centre could result in €2.4 million in cost savings over three years due to reduced technology expenses. Frederic Laziou, CEO at Puzzel, said, “The Forrester Total Economic Impact Study underscores for us how our solutions not only enhance customer satisfaction but also drive measurable business value, helping organisations thrive in a rapidly changing landscape.” Read the full news story here 👉 https://lnkd.in/eHPKr8Fu #ROI #ContactCentres #CX

It’s time we begin to focus on simplifying decision-making workflows. This strategy not only simplifies user interactions but aids in boosting satisfaction and retention rates, thereby driving loyalty and advocacy. - Facilitating users to make choices they’ll love is a significant stride in meeting user expectations and promoting user commitment. The business world is rapidly evolving; organizations that invest time in reshaping their workflows will edge closer to becoming user-centric. Advancements in technologies are making simplification of processes a norm rather than an exception. Through strategic approaches: • Identifying effective solutions. • Eliminating redundant steps. • Streamlining decision-making routes. The results? An optimized decision-making workflow. We predict an escalated engagement trend with quicker, clearer, and well-integrated workflows, positively influencing the customer journey from the onset. Forward-thinking businesses are bound to make significant leaps towards: • Improved User Satisfaction: Providing clarity and efficiency in decision-making that champions customer satisfaction. • Enhanced User Retention: Reducing decision fatigue to retain users while encouraging a higher lifetime value. The future of customer relationship management resides in our ability to simplify decision-making workflows, a venture that's worth every effort. Remember, the process of making a choice does not have to be complicated – simplifying workflows serves the users better and fosters business growth and sustainability. Let us embrace the path of simplification; it’s where the future of effective user experience and satisfaction lies. #UserExperience #CustomerRetention #WorkflowSimplification

 In a World of Automation, the Human Touch Still Wins Small and medium-sized businesses face a tough challenge in today’s tech-driven landscape: how to stand out in a sea of automation while meeting customer expectations. The answer? Personal Service. In my latest blog post, I explore: ✅ Why trust and loyalty are built through human connections ✅ How personal service can solve complex challenges better than automation ✅ Ways SMBs can balance technology and human interaction to create a winning strategy If you're looking to elevate your customer experience, this article is a must-read. Let’s talk about how the human touch can be your ultimate differentiator. What do you think—is personal service still king in the digital age? Let me know in the comments! 

These 3 Questions can improve your tech consulting firms’ CX, delight clients, drive renewals, and fuel growth.    Customer Experience (CX) goes beyond delivering "good service." That is the minimum expectation of clients and the table stakes for tech consulting.   Going beyond the expected customer experience means anticipating needs, proactively communicating, and creating memorable interactions that delight clients into advocates. Delighted clients have increased customer loyalty, higher conversion rates, and greater overall satisfaction. Delighted clients become ideal clients. Ideal clients have greater retention rates and higher CLV than average clients. Ideal clients are the heart of consulting firm growth. 𝗔𝗻𝘀𝘄𝗲𝗿 𝘁𝗵𝗲𝘀𝗲 𝟯 𝗾𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀 𝘁𝗼 𝗲𝗻𝗵𝗮𝗻𝗰𝗲 𝘆𝗼𝘂𝗿 𝗖𝗫 1️⃣ Where are the friction points in our customer journey, and how can we proactively address them? Identifying and eliminating pain points before they become issues demonstrates your commitment to a seamless experience and can significantly boost customer satisfaction. 2️⃣ How are we capturing and acting on real-time customer feedback throughout their journey with us? Implementing a robust feedback loop allows you to continuously refine your processes based on real customer insights. 3️⃣ How well do we communicate our message? Are we clear, using the right channels, and have we got the timing right?   Effective communication can bridge gaps, build trust, and ensure customers feel informed and supported throughout their journey. 𝗧𝗵𝗲 𝗣𝗼𝗶𝗻𝘁? Regularly assessing and improving your CX strategy is crucial for delighting clients. By focusing on removing friction, providing actionable feedback, and communicating clearly, you can create a CX that exceeds client expectations and moves them toward Delight! Delighted clients fuel your firm's growth. #techconsulting #itconsulting I’m David Smith. I am a marketing leader for tech consulting firms. 𝗛𝗼𝘄 𝗰𝗮𝗻 𝗜 𝗵𝗲𝗹𝗽 𝘆𝗼𝘂𝗿 𝗳𝗶𝗿𝗺? ➡️ Becoming your marketing leader (fractional CMO). ➡️ Helping you define your marketing strategy and plan. ➡️ Establishing a marketing system to get the results you want.

Creating a business model that reflects customer needs is how you thrive in competitive industries. Let's uncover how to create steady streams of customer data and then build supporting systems on a discovery call. . . . #businessimprovement

Struggling to deliver personalized experiences? Customer experience is a huge driving factor in initial and repeat business. AI is your ally for building lasting customer relationships. Understand your customers better and predict their needs. Turn every interaction into a growth opportunity. See how https://lnkd.in/g73jvG_m