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. 3: Keeping Tabs on Your Customer Journey. Want to learn more about improving customer retention?

Customer Journeys 529

Customer Journeys How To Touchpoint Infographics 529

Tricia Morris

MARCH 14, 2016

This leads to the importance of an increased focus on and investment in customer service. Consider this: • 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand. Want to Learn More About Customer Service & Retention?

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

Tricia Morris

JANUARY 11, 2016

Customer service should be made the responsibility of every employee, positioned as a value center, and invested in as such by brands that not only wish to survive, but to lead in profits and perception. To improve employee empowerment for customer service and engagement moving forward, knowledge must become a foundational investment. .”

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

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

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