Kustomer

MARCH 12, 2020

Most companies are stuck in the trap of trying to wow their customers, so Matt Dixon has created four pillars on how to ensure frictionless service. First is channel stickiness. They want to be in control and you want them to keep using your digital channels. This was a multi-year, probably 10 year plus research effort.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

CSM Magazine

FEBRUARY 26, 2019

Channel options are growing, and the entire consumer engagement environment is becoming complex. Delivering exceptional customer experiences to them has fast become a top priority for businesses and 2019 will be no different. Unified Customer Experience. letting customers interact with you when, where, and how they want.

Omni-Channel 63

Omni-Channel Engagement Multi-Channel Customer Engagement 63

Currency Alliance

NOVEMBER 17, 2020

The sixth trend – to be present and compete in marketplaces – will become a new, but pressing objective for brands that have been operating in silos – since it is now patently clear that customers are interacting with brands beyond the brands’ own channels. travel or luxury goods).

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Beyond Philosophy

JUNE 4, 2015

Every function that delivers experience is ‘closed-loop’ and 360 degree, carefully maintaining a balance between customer expectations and what is actually executed. Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

LiveChat

OCTOBER 19, 2018

They now face the daily challenge of managing social media customer service and meeting ever-growing customer expectations. And social media offers the perfect playground for customer service. Statistically , the most social media customer service happens on Twitter. The same is with customer service.

Social Media 35

Social Media Tips Customer Service Multi-Channel 35

Pointillist

MAY 23, 2018

Journey discovery is a quantitative approach to customer journey analytics where customer behavior data is analyzed across touchpoints and over time to uncover meaningful behavioral segments and the paths they take to achieve a specific goal—what Forrester calls the ‘bottom up approach’ to customer journey analytics.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

LiveChat

OCTOBER 6, 2017

A good customer service experience sets a brand apart from the competition. Look at United Airlines. Many won’t fly United after their poor customer service made headlines recently. Single Channel vs. Multi-Channel. Customer service is often available in one of two ways. They’re ‘clean’.

Customer Service 37

Customer Service Self Service Customer Experience Multi-Channel 37

Currency Alliance

MAY 19, 2021

Now, however, the goalposts – with regard to what constitutes a ‘good’ customer experience and good value – have shifted so far, that the cost and complexity of updating these aging systems is now a real hindrance to performing well. If you don’t recognize your customer across every channel and touchpoint, they will feel you don’t care.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 52

Currency Alliance

OCTOBER 27, 2017

As technologies mature and customer behavior changes, markets must evolve to remain relevant. Customers expect flexibility and convenience from the companies they do business with because people live in a world where almost everything is accessible with a few clicks on their smartphone. Market Growth comes from Liquidity.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45