Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Comm100

DECEMBER 8, 2016

Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. Though we’ve reviewed ways to manage customer expectations in the past, this time around we want to specifically explore how language shapes your customers’ expectations.

Customer Expectations 100

Customer Expectations Communication Management How To 100

2020 Research

NOVEMBER 2, 2023

Concept testing is an invaluable tool for your company, especially as you gear up to launch a new product or service. By engaging with your target audience during the development phase, concept testing enables you to harness valuable insights and shape your ideas based on direct customer feedback.

Feedback 59

Feedback Advertising Survey Groups 59

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. Still, customers don’t respond to a non-apology the same way they do a sincere one. But why is that?

Social Media 290

Social Media Video Effort Score Brands 290

SurveySparrow

SEPTEMBER 26, 2023

When you flip a switch, enjoy a warm shower, or cook a meal, you’re stepping into a world intricately woven with customer experience. In this blog, we’ll look into the secrets of customer experience in utilities- from the latest trends shaping the industry to effective strategies for enhancing utility services.

Customer Experience 52

Customer Experience Self Service e-support Trends 52

Beyond Philosophy

NOVEMBER 29, 2018

However, the experiences are entirely different and have different Customer Experiences. Moreover, I have different expectations from these experiences. We discussed the digital transformation and its effect on Customer Experience in our recent podcast. I suspect many of you do the same. I suspect many of you do, too.

Customer Experience 167

Customer Experience Retail Connections Consumers 167

SurveySensum

JULY 7, 2023

Making a quick payment through UPI, she was thrilled when the product arrived on the same day. Making a quick payment through UPI, she was thrilled when the product arrived on the same day. This is how Croma delivered an exceptionally great experience. This is just one touchpoint where Croma interacts with their customer.

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

SurveySensum

JULY 7, 2023

Making a quick payment through UPI, she was thrilled when the product arrived on the same day. Making a quick payment through UPI, she was thrilled when the product arrived on the same day. This is how Croma delivered an exceptionally great experience. This is just one touchpoint where Croma interacts with their customer.

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

SurveySparrow

JULY 6, 2022

In this blog, we’ll cover: What is Managerial Competency? They are the glue keeping the bond between decision-makers and the rest of the employees strong. It’s a helluva tough job, make no mistake, requiring specific skills, or in a more corporate jargon way, managerial competencies. Some responsibility, eh? And it’s time we start.

Examples 52

Examples Culture Training Apparel 52

Bold360

MARCH 16, 2020

One of the biggest challenges is delivering consistent and valuable customer experience (CX). Policies and procedures are changing from day to day and customer service teams are just trying to keep up with growing customer concerns around the virus.

Self Service 59

Self Service Customer Experience Contact Center Policies 59

SaleMove

MARCH 26, 2021

Glia is where it is today—one of North America’s fastest-growing companies and the pioneer of Digital Customer Service—because of our exceptional people and a culture of relentless collaboration. When COVID-19 hit, we knew that supporting our team through the challenging time would become a top priority. Our people come first.

Touchpoint 52

Touchpoint Culture Communication Video 52

ChurnZero

MARCH 1, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. He has also led teams in client success, technology implementations, professional services, and change management.

Customer Success 40

Customer Success Return on Investment Customers Roadmap 40

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. In particular, a sleek, high-speed design is crucial when developing websites to fit mobile devices; in order to ensure the user has the best possible experience. Integration of Mobile into Retailers Business Model Roundtable. See their thoughts below.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. Podcast Transcript: Sarah: (00:12) Welcome to the Future of Field Service podcast.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Embrace the authenticity challenge.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Grade.us

AUGUST 22, 2017

Your service didn’t deliver as promised. A customer service rep has offered a canned response to a unique customer problem. He was polite enough, so why are customers on the receiving end of this so angry? He was polite enough, so why are customers on the receiving end of this so angry? Responsible.

Social Media 38

Social Media Communication Customer Service Marketing 38

Grade.us

JANUARY 14, 2020

At this point, most local brands use recommendations accidentally – their customers take the initiative and post a positive (or negative) recommendation on their own. Here’s how Facebook describes it : “ Recommendations: Your customers are your best ambassadors. Additionally, two out of three users, approximately 1.6

How To 51

How To Social Media Advertising Analytics 51

Customer Bliss

FEBRUARY 21, 2018

“ Our customers’ lives and our lives are made up of moments,” says Dan Heath , co-author of The Power of Moments: Why Certain Experiences Have Extraordinary Impact in today’s episode. Do you think about how you can create remarkable moments for your customers? Create Peak Moments for Your Customers.

Airlines 168

Airlines How To Culture Social Media 168

Qualtrics

SEPTEMBER 15, 2020

Juliana Holterhaus, PhD, Senior XM Scientist, is the lead consultant for Qualtrics Digital Customer Experience. Here are a few takeaways from the discussion… What are the shifts we’re seeing right now to customer experience - specifically digital? So much of it comes down to following the path of the customer. Absolutely.

Brands 26

Brands Omni-Channel Healthcare Innovation 26

ECXO

JANUARY 30, 2024

The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. This includes factors such as price, quality, and convenience.

Rewards Programs 52

Rewards Programs Loyalty Brands Connections 52

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Optimove

FEBRUARY 18, 2021

Whichever the industry, 2020 saw everyone throwing their original yearly plans out the window, and between unexpectedly losing customers to just as unexpectedly gaining new ones – the business-crucial importance of getting to know your new customers while learning the adapted habits of your existing ones became more evident than ever.

CRM 52

CRM Entertainment Hospitality Travel 52

ProProfs Chat

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. But you need to know that good customer service stories aren’t made in a day or two.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. Are there any common issues that happen before, during, or after checkout?

Tips 130

Tips Self Service e-support Social Media 130

Lithium

JUNE 11, 2019

Let’s think back a few years – you know, when social media was the bright, new, shiny object in the room. It was a time when people felt encouraged, even somewhat empowered by the sheer connectivity of social media. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement How To 40

Lithium

JUNE 11, 2019

Let’s think back a few years – you know, when social media was the bright, new, shiny object in the room. It was a time when people felt encouraged, even somewhat empowered by the sheer connectivity of social media. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement How To 40

Lithium

JUNE 11, 2019

Let’s think back a few years – you know, when social media was the bright, new, shiny object in the room. It was a time when people felt encouraged, even somewhat empowered by the sheer connectivity of social media. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement How To 40

Grade.us

JANUARY 14, 2019

He's the co-founder of Top Rank Marketing , a company who's Online Marketing Blog is considered one of the most influential marketing blogs around. He's been sought after to deliver quotes to major publications, and he's got a nice, full speaking schedule. So I felt pretty lucky when he agreed to talk to me.

Marketing 37

Marketing Conference B2B Course 37

NetBase

MAY 1, 2019

Those with the authority to make or break brand strategy have to know what’s happening to make smart decisions. Of course, this is easier to understand when you have a sample to reference. There are templates to make things even simpler, or you can build your own custom dashboards and reports easily too. Let’s get started!

Social Media 43

Social Media Report Analysis Analytics 43

C3Centricity

NOVEMBER 15, 2015

Brand stories are perhaps one of the easiest ways to resonate with customers. Brand stories are perhaps one of the easiest ways to resonate with customers. I was reminded of his talk because it has since been turned into an infographic on the TED Blog. And websites and Fan pages now make it a necessary skill for brands too.

e-support 120

e-support Brands Connections Consumers 120

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Let’s look at does unstructured data actually include, how does one approach the analysis to ultimately improve customer service.

Data 59

Data Customer Service How To Contact Center 59

Help Scout

DECEMBER 18, 2018

Starting in January, we wrote monthly blog posts previewing the product we were building and giving updates along the way. We wanted our customers to know we were working on a new product — one that had the potential to change their business in a positive way. Sure, we follow our fair share of best practices here at Help Scout.

Video 40

Video Communication Innovation Marketing 40

Comm100

MARCH 16, 2018

Imagine this: two sales letters are sent out to the same customer from two different companies. But somehow, one sales letter ends up open on the customer’s desk – the other gets tossed in the garbage bin after a mere skim. Why does the customer consider one and chuck the other? Write the Subject Line or Heading. We know that.

B2C 103

B2C Sales Examples How To 103

Qualtrics

JUNE 23, 2020

Delivered groceries. Public health officials and healthcare providers are seeing a huge shift in adoption and demand for telehealth services from both patients and providers. A digital open door is essential for any brand looking to engage in conversation and keep a meaningful pulse on their customers , employees , and partners.

Multi-Channel 26

Multi-Channel Abandon Rate Apparel Retail 26

GlowTouch

JULY 6, 2021

The past cannot be changed, but it can provide a road map for the future, and medical professionals want to create a more resilient system for handling the unexpected. The healthcare industry was dominated by the pandemic last year, to the point that people suffering from other conditions were essentially pushed aside.

Healthcare 52

Healthcare Trends Industry Hospitality 52

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. What is Voice of Customer (VOC)?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101

Comm100

FEBRUARY 7, 2018

It happens to many businesses. Imagine you’ve purchased what seems like the perfect customer engagement software for your company — the one that will take your customer relationships and revenue to the next level. Relying on a Single Customer Engagement Tool or Touchpoint Makes You Less Competitive.

Customer Engagement 102

Customer Engagement Tools Engagement CRM 102