InMoment XI

OCTOBER 17, 2023

As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. That’s when you know it’s time to update your customer experience program.

Customer Experience 493

Customer Experience Net Promoter Score Tips Effort Score 493

Inbenta

JUNE 16, 2020

Collaboration Success Story: CERN. With 15 years of experience and over 250 customers globally, Inbenta has built a solid reputation and can help you supercharge how you interact with your users, thanks to our patented and proprietary NLP technology. Want to know more? Get in touch today! Let’s get in touch.

Customer Success 95

Customer Success Chatbots Knowledge Base Travel 95

InMoment XI

FEBRUARY 24, 2022

Oftentimes, the c-suite and the customer experience (CX) or customer success team live on the same planet, but almost in separate countries—they simply speak different languages. We know that customer experience can be a tough sell—after all, your business has so many priorities! Tip #2: Tell Stories.

Tips 493

Tips ROI Metrics Touchpoint 493

Alliance by IFS

FEBRUARY 5, 2019

See how manufacturing industry leader tackled customer relations and service gaps to create a seamless workflow. This is Instron’s story. The lack of transparency between management, sales and service technicians led to ineffective communication with customers and inability to tailor to their needs.

Video 86

Video Customer Success Customer Satisfaction Sales 86

MyCustomer

JUNE 22, 2021

Engagement How AO.com became a customer-led success story.

Engagement 97

Engagement Customers 97

ReviewTrackers

MARCH 6, 2017

Based on positive reviews , patients value doctors’ excellent customer service and bedside manner more than they do the level of medical skill; patients who post negative reviews complain most about poor service and bedside manner four times as much as they do about misdiagnoses and inadequate medical skills (only 21.5 Software Advice ).

Hospitality 85

Hospitality Customer Success Healthcare Automotive 85

InMoment XI

AUGUST 8, 2023

In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. Use these tips to deliver excellent experiences for your customers while demonstrating that their voice is being heard! age, products held, customer tenure), and ultimately improved response rates. Make Surveys Shorter.

Survey 580

Survey Net Promoter Score Customer Service Representative Tips 580

InMoment XI

JANUARY 13, 2022

As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. Here are the three steps Chevron Federal Credit Union took to reinvigorate its customer experience (CX) program: Step #1: Streamline Surveys to Align CX Objectives Across the Business.

Case Study 493

Case Study NPS Survey Analytics 493

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. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach. .”

Customer Centricity 260

Customer Centricity Net Promoter Score Banking Effort Score 260

ReviewTrackers

JUNE 2, 2017

The ability to deliver trust-based customer experiences is one of the biggest challenges facing providers, brands, and organizations in insurance. To drive revenue, insurance industry executives must spur innovation and focus on new ways to understand, delight, and earn the trust of their customers.

Insurance 56

Insurance Customer Success Social Media Customer Centricity 56

InMoment XI

OCTOBER 26, 2021

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are it’s the same story at your organization! Usually, this presentation takes the form of scorecards, but we challenge you to use something much more powerful if you aren’t already: customer stories!

Report 490

Report Connections Brands Resources 490

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. And they did it in six weeks.

Wireless 49

Wireless Customer Success Telecommunications Customers 49

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. 50K personal connections with customers made via Surprise & Delight programs.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. 50K personal connections with customers made via Surprise & Delight programs.

Self Service 40

Self Service Apparel Customer Success Fashion 40

Lithium

JUNE 11, 2019

TechStyle Fashion Group is a fashion and lifestyle company that offers an engaging and personalized shopping experience to millions of customers worldwide, including four million VIP Members, through a portfolio of apparel and shoe brands. 50K personal connections with customers made via Surprise & Delight programs.

Self Service 40

Self Service Apparel Customer Success Fashion 40

CSM Magazine

JULY 27, 2022

Qt earned trust among developers and customers due to its all-in-one and open-source nature. Let’s explore 10 successful cases of using Qt. Here are 5 famous organizations that use Qt for building software solutions for their customers .

Customer Success 59

Customer Success Software Groups System 59

InMoment XI

OCTOBER 5, 2021

Well, there may be an “I” in “customer experience,” but there’s no arguing that customer experience is definitely a team sport. In our decades of experience, we’ve been a part of countless CX programs, and the most successful ones go into their efforts with a team-centric mentality. Story #1: Harvard Pilgrim Health Care.

Sports 260

Sports Video Retail Analytics 260

SAP Customer Experience

OCTOBER 10, 2022

Introduction Brief introduction to SAP customer reference recognition Beneath the opportunity to act as official reference customer, there are further possibilities for appreciated customers to participate at the SAP customer reference recognition program and share written references as Business Transformation Study (BTS), Customer Reference Slide, (..)

Customer Success 82

Customer Success Study Customers Customer Experience 82

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. As entertaining as those stories are, green flags are just as important to be aware of.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

SAP Customer Experience

JUNE 3, 2022

Introduction In 2019, when customers were still struggling with data privacy solutions available for application data, SAP Customer Engagement Initiative project,

Customer Engagement 61

Customer Engagement Data Engagement Customers 61

InMoment XI

APRIL 16, 2020

In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical. View Article.

Innovation 487

Innovation Customer Retention Customer Experience Company 487

ReviewTrackers

APRIL 17, 2017

Customers expect a positive experience when they dine at your restaurant. Online reviews are a vital source of customer feedback to improve the guest experience. They’re also a key source of information for customers when searching for a restaurant. Customers are 46.7 ReviewTrackers).

Customer Success 62

Customer Success Guest Experience Trends Feedback 62

MyCustomer

JUNE 22, 2021

Engagement How AO.com became a customer-led success story.

Engagement 55

Engagement Customers 55

Beyond Philosophy

APRIL 25, 2024

Listen to the podcast: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we humans love, it’s stories. Storytelling is an essential part of communication with customers, too. Our love of stories has to do with attention and memory. A story can help here.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. And they did it in six weeks.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. And they did it in six weeks.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. And they did it in six weeks.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. And they did it in six weeks.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. And they did it in six weeks.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Lithium

DECEMBER 13, 2018

Communication service providers face many challenges when it comes to providing the customer support experiences that today’s consumers expect. Being able to help customers in the moment they need it and, Getting detailed reporting to ensure their efforts are aligned with real customer results. And they did it in six weeks.

Wireless 40

Wireless Customer Success Telecommunications Customers 40

Influitive

NOVEMBER 1, 2017

Now that you’ve sourced a pool of amazing customers with stories to tell (see my post on 4 steps to sourcing amazing customer success stories) and have helped them create user-generated content (UGC) that’s sure to attract a ton of highly qualified leads, next comes content distribution.

Customer Success 65

Customer Success ROI B2B Tips 65

Beyond Philosophy

APRIL 19, 2024

“Did I tell you about the time I …” These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human experience.

Customer Engagement 89

Customer Engagement Engagement How To Video 89