InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Breaking the mould of traditional banking, Metro Bank embarked on a mission to revolutionise the banking experience in the UK. From the outset, Metro Bank sought to rewrite the rules of banking.

Customer Centricity 260

Customer Centricity Net Promoter Score Banking Effort Score 260

Storyminers

MAY 27, 2020

Storyminers is quite proud to be included in Chattermill’s top 50 of their: The Top 100 Customer Experience Blogs You Need to Be Reading. Yes, the criteria used is based around 3 key areas that Chattermill works in – Analytics, Artificial Intelligence and Customer experience.

Case Study 147

Case Study Comparison Analytics Study 147

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Brands 215

Brands Customer Experience Customer Journeys Net Promoter Score 215

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Are customers inquiries being addressed satisfactorily across channels? The post Guest Blog: Emphasizing the Human Side of Remote Work appeared first on Calabrio.

Contact Center 147

Contact Center Customer Satisfaction Video Technology 147

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). If you’re reading this blog post, you are probably one of them.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 130

Contact Center Self Service Analytics Banking 130

InMoment XI

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. In this blog post, we’ll explore how your organisation can take the smartest actions, the final piece of the puzzle of our Integrated CX approach.

Social Media 260

Social Media Analysis Feedback Loyalty 260

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Customer Engagement 226

Customer Engagement Engagement Competitive Advantage Entertainment 226

Storyminers

NOVEMBER 17, 2016

Storyminers is quite proud to be included in Chattermill’s top 50 of their: The Top 100 Customer Experience Blogs You Need to Be Reading. They pooled together a list of over 300 blog sites and ranked them based on quality of content and relevancy to customer experience / technology.

Case Study 187

Case Study Comparison Analytics Study 187

Fox Metrics

AUGUST 14, 2020

Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. In fact, a study by McKinsey & Company found that businesses using data analytics are 7.4 Analytic talk 3. Google Marketing Platform (previously Google Analytics Solutions) 4.

Analytics 93

Analytics Data Social Media Analysis 93

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience.

Data 98

Data Customer Experience Customer Journeys Analytics 98

Storyminers

NOVEMBER 17, 2016

Storyminers is quite proud to be included in Chattermill’s top 50 of their: The Top 100 Customer Experience Blogs You Need to Be Reading. They pooled together a list of over 300 blog sites and ranked them based on quality of content and relevancy to customer experience / technology.

Case Study 133

Case Study Comparison Analytics Study 133

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Their customers?

Analysis 394

Analysis Software Comparison Social Media 394

transcosmos Information Systems

JUNE 22, 2017

Customer data is just at the tips of your fingers. Whether you’re a small business entrepreneur, a Marketing VP of a large corporation, a CMO of an IT support company , or a customer service practitioner, both you and your customers will benefit from understanding your customers better through data analytics.

Analytics 76

Analytics Data Customer Experience Social Media 76

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

Customer Success 52

Customer Success Case Study Resources Customers 52

Storyminers

NOVEMBER 17, 2016

Storyminers is quite proud to be included in Chattermill’s top 50 of their: The Top 100 Customer Experience Blogs You Need to Be Reading. They pooled together a list of over 300 blog sites and ranked them based on quality of content and relevancy to customer experience / technology.

Case Study 100

Case Study Comparison Analytics Study 100

Customer Alignment

FEBRUARY 16, 2018

Whether employee surveys are regarded as a box ticking exercise or an essential pulse of the organisation, I find it strange that employee surveys haven’t been given the same attention and level of scrutiny as those that elicit feedback such as nps, from customers. Why don’t we treat employees in the same way as customers?

Analytics 80

Analytics Customer Experience Effort Score Employee Engagement 80

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Software 182

Software Chatbots Customer Service Knowledge Base 182

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

How To 130

How To Chatbots Omni-Channel Social Media 130

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Author: Pascal Gauvrit Artificial intelligence (AI) has the power to transform customer experience, enabling brands to meet rising consumer expectations through tailored, high quality, relevant service that drives increased loyalty.

Analytics 50

Analytics Customer Experience Self Service Chatbots 50

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. Same goes for a poor experience and how badly it turned you off from that company, brand or product. What is the customer experience?

Customer Experience 117

Customer Experience Touchpoint User Experience Feedback 117

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

ShepHyken

AUGUST 10, 2018

This week we feature an article by Jarrin Howard who writes about how predictive analytics can enhance customer relations. – Shep Hyken. These are common examples of sites using predictive analytics catering to individual customer preferences. Segmenting Customers. Choosing Channels.

Analytics 67

Analytics Social Media Travel Banking 67

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Insight technologies that deliver personalization and predictive analytics.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. In our latest blog we explore this trend, highlighting some key findings from the ContactBabel UK Customer Experience Decision-Makers’ Guide 2021. Share this page on: Tweet.

Analytics 127

Analytics Data Customer Service Trends 127

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Customer Journeys 74

Customer Journeys Fashion e-support Travel 74

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives.

Self Service 83

Self Service Knowledge Base e-support Groups 83

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. At the heart of this is the need to create better customer experiences and deliver new services.

Customer Experience 108

Customer Experience How To Roadmap Analysis 108

One Millimeter Mindset

OCTOBER 1, 2020

Here are five of my most popular blog posts from third quarter 2020. The post Q3 One Millimeter Mindset™ Professional Development Blog Posts appeared first on Babette Ten Haken. Because you are far more flexible and nimble professionally than you were back in March. Take a read or even a re-read. is available on Amazon.com.

Leadership 78

Leadership Innovation Communication Tools 78

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. 67% would pay more for a better customer experience.

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. Target Posting.

Call Center 76

Call Center Leadership Contact Center e-support 76