InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Want to learn more about improving customer retention?

Customer Journeys 529

Customer Journeys How To Touchpoint Infographics 529

Tricia Morris

MARCH 14, 2016

A quote from well-known customer service and customer experience advocate Bill Quiseng encourages organizations to “work as hard to keep a customer as you do to find a new one.” Want to Learn More About Customer Service & Retention? Read 10 Customer Service Trends to Watch in 2016.

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

PeopleMetrics

MAY 7, 2015

And they're exclusive findings we didn’t include in our final ebook— which you can find here , should you be interested in similar insights into the prospect experience.). In the study, we asked B2B telecommunications buyers to consider how their eventual providers delivered value in the prospect experience. Thanks for reading!

Customer Experience 48

Customer Experience Net Promoter Score How To B2B 48

SmartKarrot

DECEMBER 2, 2020

Being a thought leader in the space, her exceptional content is mostly fueled by real-life experiences. She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Annette Franz, CEO, and Founder, CX Journey Inc.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

PeopleMetrics

MAY 30, 2015

We’re trying to help our customers. Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again. So, let’s take a few minutes to remember why that work matters.

Customer Experience 48

Customer Experience Customer Journeys Net Promoter Score Effort Score 48