In this article, we will examine the differences between customer experience, which takes place at every stage of interactions with the customer, and customer success, which we often hear about in the post-sales process. Imagine that you are going to have a party at home with your friends at the weekend. But you realize that
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Today we are going to talk about one of the most prominent areas of today’s experience world: Personalized customer experience. Imagine, you need a product or service, and as a result of your research, you enter a website or an application and you feel as if they know you very well. Products that are in
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The Evolution of CX from Past to Present Customer Experience (CX) has changed step by step from past to present, both conceptually and in terms of the feedback channels used for customer experience management, and with the development of technology (especially with the developments in the field of artificial intelligence) and also with the formation
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As we bid farewell to 2023, businesses are continuing to set their goals for 2024. In the upcoming year, companies dedicated to delivering excellent customer experiences will continue developing new projects to hear and better understand their customers across all touchpoints. In this piece, we share three customer experience stories from 2023 that may inspire
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Understanding customer sentiments and opinions is a cornerstone of successful business strategies. In today’s digital age, companies amass an abundance of customer feedback, with open-ended comments becoming increasingly prevalent. However, interpreting and deriving actionable insights from these comments remain a perplexing challenge for most businesses, despite the integration of artificial intelligence (AI) into their analytical
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In today’s rapidly evolving business landscape, the role of Customer Experience (CX) leaders has become pivotal in steering organizations towards success. The year 2024 brings forth a tapestry of challenges and opportunities, demanding CX leaders to navigate through a dynamic interplay of technological advancements, data ethics, employee engagement, and shifting consumer behavior. This landscape demands
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In today’s highly competitive business landscape, customer experience (CX) has become a critical differentiator for companies. The way organizations manage their CX can either make or break their success. In this blog post, we will explore the concepts of proactive and reactive CX management, highlighting the importance of a proactive approach in delivering exceptional customer
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Istanbul Foundation for Culture and Arts (İKSV) managed to achieve its goal of providing a perfect audience experience within a few months with the feedback it collected while measuring all events organized with the Audience Experience project, which started in 2022, at every stage with Wiseback. İKSV Marketing and Audience Experience Director Atasun Kaşbaş brought
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iGA Istanbul Airport, which has the largest terminal in the world and serves in the main terminal building of 1 million 400 thousand square meters under one roof, stands out by hosting 70 million passengers. Measuring and managing passenger experience across such a large area was a challenge in itself. iGA Istanbul Airport partnered with
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Determine your business’s CX maturity level with the four-level approach. The importance of customer experience is emphasized at every level of the business, from senior management presentations to department meetings. While your business expresses that it attaches importance to customer experience at every opportunity, your goal is to provide a seamless experience with employees who
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Customer experience has been among the hottest topics in boardrooms in recent years. C-level managers, especially CXO and CMO, create investment plans to ensure customer-oriented growth. Managers responsible for the customer experience (CX) program need to convince the CEO and CFO about the return on investment (ROI) in order to receive a budget. Although many
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Flormar caters to its customers’ cosmetic needs with its 136 stores spread across all corners of Turkey. The beauty experts in its stores aim to provide customers with the most suitable products through free makeup applications. Commencing its Customer Experience measurement and management project with Wiseback in 2019, Flormar achieved its all-time best NPS results
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Brands must listen to and understand their customers on the path to delivering flawless customer experiences. Experience surveys stand at the forefront of methods used to measure customer experience. Experience surveys serve as the entry point to gauge and work towards providing an impeccable experience for users of a product or service. Businesses utilizing the
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In today’s business landscape, mobile applications take center stage in the customer experience offered by many companies. To measure customer experience through your mobile application, which allows you to be as close to your customers as a push notification, the fastest and most practical approach is through using a mobile SDK. A Mobile SDK (Software
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You can only get comments that will add value to your business by collecting customer feedbacks. You can get critical information from your customers to help you improve your product or service. Many studies show that customers are not willing to leave feedback. Customers need motivation to leave feedback. How can you motivate your customers?
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Almost all of the companies on the Fortune 500 list actively use NPS® (Net Promoter Score). NPS is a measurement method that can shed light on the future of your business. This method was developed by Fred Reichheld, Bain & Company and Satmetrix Systems. NPS® is considered the customer loyalty metric. The system was introduced
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It was frequently encountered with QR code. The worldwide recognition of the square black and white code is the subject of discussion. There are those who say that they never use the QR code, as well as active users in many areas from withdrawals to discount coupons. If we look at the last official figures,
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Is customer feedback important to you? Customers who step into your store and users who visit your website have a different customer experience at every point they touch your brand. As a result of the sum of all the experiences your customer has with your brand, a story is created that will tell others about
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