Category

Customer experience

customer experience CX analyticsCustomer experience

What is Customer Experience (CX) Analytics?

We often stressed the critical need to improve customer experience (CX) to our readers and partners, but we can't stop! In this post, we address the sub-topic of CX analytics. Learn what it means, why data is the key to success, challenges, customer experience analytics use cases, and FAQs.    Tell Me: What is Customer Experience (CX) Analytics? Harvard Business Review defines the customer experience as: The internal and subjective response customers have to any…
Wonderflow
04/11/2021
Customer experience

Vroom, Vroom: The Future Of Mobility Has Arrived & Automotive Brands Must Reinforce Customer Feedback

To complement our product solution page for Mobility brands, this article sheds light on the auto industry and the need for manufacturers and dealerships to level up their customer experience game if they want to succeed in the future of mobility.   The automotive industry is aware of consumer preferences for on-demand and alternative transportation services and, therefore, provides relevant products and services to meet those needs as transportation preferences change.  As Joachim Skarpil, Head of…
Wonderflow
30/09/2021
Customer experience

Stay Connected: How To Be Customer Centric In Telecommunication

Learn here how to succeed as a more customer-centric telecommunication company. Be sure to check out our telecom solution page for more answers on how to improve the customer experience.   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…
Wonderflow
26/08/2021
Customer experience

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…
Wonderflow
22/07/2021
Emotional LoyaltyBusinessCustomer experienceMarketing

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…
Wonderflow
24/06/2021
Call CenterBusinessCustomer experience

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…
Wonderflow
15/06/2021
Customer LoyaltyBusinessCustomer experience

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…
Wonderflow
08/06/2021
Sustainability E-CommerceBusinessCustomer experienceE-commerce

What is Sustainability in eCommerce & Why It Matters

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!   Nearly half of global online revenue streams from marketplaces with Taobao leading the way. Following closely behind are Tmall and Amazon.  So, marketplaces are dominating the competitive landscape - and will continue to. Building your online presence becomes even more imperative nowadays to competitively differentiate your business from…
Wonderflow
25/05/2021
customer insightsBusinessCustomer experience

Top 5 Predictions for 2021 Customer Insights

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 reports said that it improved their ability to deliver a great customer experience. With…
Wonderflow
18/05/2021
NPS vs. CSATCustomer experience

NPS vs. CSAT: Importance for Brand Growth

The Net Promoter Score (NPS) and the Customer Satisfaction Score (CSAT) have always been part of hot debates for many industry professionals regarding what they mean to a company, why they’re not the same things, and how best to use them together. Perhaps, you need a refresher on these widely adopted metrics or another simple angle to look through? Whatever’s the case, let’s start with the straightforward definitions of NPS and CSAT. What is the…
Wonderflow
11/05/2021

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