Category

Customer experience

customer experienceCustomer experience

Guest Post: Why The 7 Super C’s of Customer Experience Fuel Online Sales

In today's highly competitive eCommerce business environment, customer experience (CX) plays a crucial role in achieving success.  While quality products or services were once enough, customer expectations have evolved, demanding a higher level of attention. In fact, 76% of buyers think online businesses should be aware of and cater to their needs, which is what CX is all about.  This is particularly relevant for eCommerce businesses as the number of online shoppers continues to grow.…
Wonderflow
13/06/2023
2023 CX trendCustomer experience

Top 8 CX Trends in 2023 (And No Shock VoC Analytics Still Tops)

In a period of inflation, rising energy costs, staffing shortages, and more, many businesses are at a crossroads in 2023 as they try to juggle economic uncertainties while focusing on delivering an exceptional customer experience (CX). Therefore, it's never been more crucial for companies to adapt and deeply listen to the customers' needs and wants. And how you precisely do that can be answered in our eight top CX trends in  2023! Let's take a…
Wonderflow
31/01/2023
LavazzaCustomer experienceInterview

Customer-Centricity in Retail: VoC Interview with Maria Cristina Aspesi, Global Director of Customer Care at Lavazza

As part of our Voice of the Customer (VoC) interview series, Emiliano Varrasi, Client Success Director at Wonderflow, welcomes Maria Cristina Aspesi, Global Director of Customer Care at Lavazza Group (sometimes simply Lavazza, and formally, Luigi Lavazza S.p.A.). Often branded as "Italy's Favorite Coffee," Lavazza manufactured mainly coffee products and was first established in Turin, Italy, in 1895. What started as a single, family-owned, small grocery store is now an internationally recognized brand. The global…
Wonderflow
31/05/2022
Retail analyticsCustomer experienceRetailVoice of the Customer

Hear the Voice of the Customer in Retail: Why Use VoC in Retail Analytics

Traditionally, retailers have focused more on brand experience and customer experience (CX) to understand customer relationships. Commonly used metrics, such as CSAT and NPS, have allowed businesses to gauge how shoppers feel about certain brand products or services. However, as time progresses, these metrics become not enough. Retailers that really want to succeed today need more. They need data.  “The future belongs to those who can collect, aggregate, segment, integrate, visualize and interpret data.” -…
Wonderflow
19/05/2022
cxCustomer experience

Is the Customer Experience Career for You? The Rise of CX Jobs (Incl. Salary Chart and FAQs)

“Think of customer experience as customer service on steroids” - Forbes  That’s exactly what it’s like to work in Customer Experience (CX). When compared to customer service (CS), customer experience is more about proactively creating a seamless customer journey, from awareness of the brand to post-purchase. In contrast, CS is about reactively supporting customers with service/product questions and problems.  This article aims to shed light on the trending and unique career path of CX and how…
Wonderflow
22/04/2022
enercomCustomer experienceInterview

Customer-Centricity in Energy: VoC Interview with Angelo Asciano, Director of Customer Operations at ENERCOM

As part of our Voice of the Customer (VoC) interview series, Stefano Percorari, Client Success Director at Wonderflow, is joined today by Angelo Asciano, the Director of Customer Operations at ENERCOM. Formally known as ENERCOM SRL, the Italian company is one of the largest privately-owned providers of methane gas to end consumers. With a background in Economics, Asciano has been at ENERCOM for nearly ten years, guiding the organization in Customer Care Management. We are…
Wonderflow
28/03/2022
go to market strategyCustomer experience

Go-to-Market Strategy Explained & Solution Advised by CX-Create (Downloadable Report)

We know launching a new product or feature of an existing product can be extremely challenging. One of the most critical things in ensuring a seamless end-user experience is sharing a common understanding of the key strategies involved in planning. In particular, understanding valuable strategies like the go-to-market (GTM) strategy - what is it? How does it compare to a marketing and product strategy? Why an effective one is critical, especially in today's digital world?…
Wonderflow
10/03/2022
Customer experienceRatings & Reviews

Ouch to Negative Feedback! How to Effectively Respond to Them

Got negative reviews? Ouch. Stings, we know.  Many businesses avoid managing customer feedback in general and particularly when it comes to receiving negative feedback because it can be hard often the truth hurts. It’s also hard at times to tell which poor reviews are genuine and what must be filtered out. Some customers may leave a low star rating out of spite,  some others projecting their own personal issues onto the business, some due to…
Wonderflow
04/02/2022
voice of the customer definitionCustomer experienceVoice of the Customer

Voice of the Customer Glossary: Important Terms to Know

With all the interchangeable business terms out there, things may seem a bit hazy at times in trying to understand either what we do as a company. Moreover, just the overall Voice of the Customer (VoC) field. Therefore, it may be helpful for some to become better acquainted with several critical terms and definitions when discussing anything related to improving the customer experience (CX). After all, time and time again, those like Forbes preach the…
Wonderflow
21/01/2022
npsCustomer experience

10 Tips on How to Get a Good Net Promoter Score (NPS)

In a past post, we helped define the net promoter score (NPS), including calculating NPS and its differences against the customer satisfaction score (CSAT). Now, we expand on the topic in this article by focusing specifically on how to improve NPS.  However, the NPS is no better than the CSAT or other customer experience (CX) metrics. It also does not always work, depending on how your company uses it and an organization's business model, preferences,…
Wonderflow
18/11/2021

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