CX Journey

APRIL 17, 2019

You'll see that one of the biggest problems addressed in this post is closing the loop - with employees and with customers. Just because you've gotten feedback from customers doesn't mean you're done listening. It must evolve to listen and ask in ways that customer want to provide feedback. What a waste of everyone's time.

Survey 80

Survey Touchpoint Analysis Feedback 80

Help Scout

AUGUST 17, 2021

We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. There are also customer relationships and expectations to manage. Tip #3: Do refresher courses and updates. Well, not so much.

Financial 81

Financial Tips Company Customer Service 81

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101

West Monroe

DECEMBER 21, 2021

The arrival of a new beneficiary population is the perfect time for health plans to refresh their vision and refine objectives. Only then can they turn inconsistent, uncoordinated and transactional experiences into a purposefully designed, well-orchestrated, and customer-focused one. Shifting to a consumer-centric mindset.

Healthcare 52

Healthcare Consumers Technology Competitive Advantage 52

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

SurveySparrow

DECEMBER 23, 2021

Because secondary data sources are an easy way to get information about their industry, trends, competitors, and customers. Websites and social media. If you want to refresh your memory, you can hop on the Wayback Machine. But if hell does break loose, having a crisis management strategy is essential. Case studies.

Examples 52

Examples Study Case Study Social Media 52

C Space

OCTOBER 26, 2018

Marketing Manager at C Space. Amadeus Redha is Marketing Manager at C Space. And I ended up on Jack Dorsey’s page; prior to that: Twitter; prior to that: Social Media. Turns out Dorsey is obsessed with Eastern thought. But I still thought it was revolutionary. Amadeus Redha. Again, rabbit warren. aren’t relatable.

Advertising 66

Advertising Retail Study Consumers 66

Wootric CX Blog

APRIL 22, 2019

As purveyors of customer experience management software, we are fans of using the Net Promoter Score (NPS) system to boost customer happiness. NPS is the wildly popular customer loyalty metric that is used by Fortune 500 companies and startups alike to building customer centricity. What’s up with that?

NPS 40

NPS Net Promoter Score Effort Score Touchpoint 40

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . billion people in the world connected to the internet and more than 3.499 billion active social media users. . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Michel Falcon Experience

OCTOBER 25, 2019

I’ve never put a lot of thought into that before, but…. It’s just a notebook and I just let these thoughts come out of me, and then I look at it and I’m like, “What did I just write down and what is the common theme?” Okay, we’re good. Is it the role within the industry? Is it your environment?

Travel 60

Travel Engagement Industry Meeting 60

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand. Motivation.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Flexibility around loyalty redemptions is crucial to creating meaningful value for every customer. Rewards that are interesting for less-frequent customers, as well as to frequent customers, motivate every customer to engage more, and increase the share of wallet that they allocate to your brand. Motivation.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Michel Falcon Experience

JULY 17, 2015

Learn 28 strategies for improving your company’s customer experience today by reading my free ebook. Investing in social media, only to see “nothing happen” Working hard to acquire customers, but having these new customers never buy again or refer anyone. What is customer service?

Industry 60

Industry eBook Employee Experience System 60

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. In fact, sometimes it can seem.

Software 40

Software Customer Experience Company CRM 40

Grade.us

SEPTEMBER 12, 2018

Google My Business is the number one way any customer finds anything. While it would be rare in this industry for a customer to start with a generic search like " car dealers, Houston, " it's not unheard of. Third party review sites have a huge impact on your dealership's ability to move cars. Every site is a little different.

Automotive 23

Automotive Industry How To Video 23

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, we hope to inspire amazing, thoughtful conversations today that will create actionable insights for you. No worries!

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40