The 4 Most Important Customer Experience Metrics


Today, customer experience measurement has reached mainstream acceptance and its adoption is the result of proven experimentation by the many pioneers of online customer satisfaction research.

6 Stats That Show How The Customer Experience Impacts Your Bottom Line


In the age where your customers have continuously-increasing buying power, Customer Experience (CX) is emerging as the key differentiator. Customer Experience

Trending Sources

Retail Technology: Building a Better Customer Experience


Retailers today are tasked with creating the most engaging, exciting and personalized experiences possible for their customers. This not only goes for brick-and-mortar locations, but for the overall, omni-channel experience ranging across platforms and devices.

What You Need To Know About First, Second and Third Party Data


Getting your hands on the right data to create effective and precise audience segments is tough. Digital Marketing

Data 36

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

4 Ingredients of a Successful Customer Experience Program


Today, consumers have high expectations, are more informed and have the ability to switch brands at a moment’s notice. This new reality has forced even the most entrenched businesses to start focusing on the customer and providing an exceptional experience. Customer Experience

[Infographic] The Hierarchy of Needs: Citizen Experience in the Public Sector


In my previous blog posts ( The Metrics you need to Improve the Citizen Experience and What is the Citizen Experience in the 21st Century ?), I have highlighted that public satisfaction tends to improve when governments provide citizens with world-class digital services.

Top 5 Customer Experience Trends For 2016


The new year is upon us and with it comes a new set of predictions. 2016 has already been pinned as the year of virtual reality. With a new wave of predictions comes increasingly lofty expectations on marketers to leverage new technologies and deliver flawless customer experiences.

[Infographic] 5 Facts Impacting The Mobile Experience


Mobile usage has reached an all-time high, and the number of mobile-only Internet users continues to rise. In 2016, 80 percent of North America will access the Web through their mobile devices , meaning that brands need to focus on the mobile experience to remain competitive.

37 Techniques to Achieve Excellent Customer Service

Excellent customer support is essential for any business. Many are turning to phone support as the most effective way for developing personalized and real-time connections and solutions for their customers.

3 Principles You Can’t Ignore When Analyzing Text Feedback


What do your customers want? This is a question that every company is striving to answer. Typically, the best method is to just ask.

5 Must-Attend Customer Experience Conferences in 2017


Today, consumers are more informed, more demanding and have higher expectations than ever before. As a result, many companies are being held to a higher standard with consumers not putting up with a poor experience. This new paradigm has forced even the most entrenched companies to start focusing on the customer and providing an exceptional experience. Customer Experience

Making Sense of the 2017 Marketing Technology Landscape


Today, technology has infiltrated every facet of the marketing world. From content marketing to email marketing to the customer experience , technology is playing a central role. Digital Marketing

What's Happening to the In-Store Experience?


The rise of ecommerce has happened fast, and it won't be long before online sales outpace revenue from brick-and-mortar stores. Consumers are becoming more comfortable making purchases online, and the web offers a much wider range of products and services than physical store locations.

Top 5 Customer Experience Trends For 2017


The new year has arrived, and with the start of any new year comes the onslaught of predictions of what is going to make it big in 2017. Already, we're hearing this will be the year when chat bots, virtual reality and voice search gain a permanent foothold in our world. Customer Experience

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

What is the Citizen Experience in the 21st Century?


This is the first blog post as part of a series that explores the meaning of the digital Citizen experience, and the common challenges that governments face to meet the needs of its citizens. The role of the government and the services it provides are a crucial part to the fabric of society.

Top 5 Customer Experience Trends For 2016


The new year is upon us and with it comes a new set of predictions. 2016 has already been pinned as the year of virtual reality and all things Facebook.

How to Improve the Citizen Experience for Youth, Minorities and People with a Disability


Today, governments are pushing to create openness and transparency to establish trust amongst their citizens. According to opengovpartnership.org , a transparent government is a key focus for over 85 countries to develop ways in which they can be more open with their citizens.

How Programmatic Media Buying Works: A Beginners Guide


Programmatic advertising is reshaping the way digital media inventory is bought and sold and it is growing, fast. This year 66 percent of marketers expect to increase their programmatic advertising budgets, according to AdRoll. Digital Marketing

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Rethinking Retail at DTLQC Conference


Last Thursday I had the pleasure of attending DTL QC , a conference hosted by the Retail Council of Canada that brings together retail decision makers and influencers to rethink retail in the age of disruption.

Can You Pass This Customer Experience Quiz?


In today’s world of the ever-demanding and empowered customer, organizations need to adapt quickly to stay relevant. As a result, the customer experience (CX) is paramount, and a key differentiator. No longer can the customer experience be an afterthought. To succeed, the customer experience has to be at the epicenter of a brand's DNA. Customer Experience

5 Reasons You Should Consider A Fully-Serviced Voice of the Customer Solution


There is no questioning it; we are living in the age of the customer. This means that marketers need to better understand customers and shift to a customer-centric mindset. The most effective way to understand your customers’ intentions, needs and experiences is through running a Voice of the Customer (VoC) program. Customer Experience

[Infographic] The Power of Intent Driven Retargeting


Today we are awash with retargeting ads. It is now common place to see an ad for a product you looked up on Amazon pop up on your favorite news site.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

[On-Demand Webinar] Customer Experience is the New Marketing


Today customers are in control. With the rapid adoption of technology, customers now know more about your products, services and pricing than you do, and their expectations are higher than ever.

3 Skills Every Director of Customer Experience Needs to Succeed


Now that consumers are empowered by technology and have more choices than ever, brands must adapt to this new business paradigm, and fast. And, like any other major business strategy, a customer experience initiative needs strong leadership to be brought to fruition. Customer Experience

5 Key Skills You Need To Become A Digital Marketing Superstar


We live in a world dominated by technology. From smartphones to apps to wearables, consumers today are always connected. As a result, marketing has undergone a seismic shift. To reach, interact and delight their customers, marketers need to understand how to succeed in a digital world. Digital Marketing

6 Facts You Need To Know About The Mobile Experience


The mobile phone has transformed the world. We are now connected like never before with smart phones becoming our main gateway to the internet and the world. According to eMarketer, there will be over 30 million mobile-only internet users by 2016.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

11 Holiday Retail Stats That Every Marketer Needs to Know


Retailers worldwide are preparing for the most profitable time of the year, striving to make this holiday season the most lucrative yet. As always, a number of new trends are impacting the ways customers approach holiday shopping, and retailers must be on top of these developments to gain an edge.

Why Intent Data is the Elixir of Personalization


A historic challenge faces today's marketing professionals. They are tasked with creating unique, valuable, relevant experiences in an environment where the number of messages and channels has reached unprecedented heights. Digital Marketing

Data 26

What Retail Marketers Need To Know About The Omni-Channel Customer Experience


Marketing has undergone a major transformation in the digital age, and today shoppers demand better, faster and more seamless experiences.

How to Create Effective B2B Retargeting Campaigns


Guest post by Sheri Kimura, Communications Manager at AdGear. Does your sales team wish that they could create some sort of relationship with prospects before reaching out to them for the first time?

B2B 27

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

These 4 Charts Show Why You Must Use Voice of the Customer on E-Commerce Websites


We are living in an unprecedented era where it’s easier than ever to engage with customers. Also, it’s easier for customers to engage with brands. This two-way dialogue with customers can be a gold mine for e-commerce companies looking to improve the experience. Customer Experience

Retailer's Guide to Beacon Technology


With the power to drastically enhance the customer experience , beacon technology offers a lot of potential to retailers.

How Not To Lose Survey Respondents and Alienate Customers


Asking your customers to complete a survey is like starting a conversation with them. By accepting an invitation to participate in your survey, they are agreeing to take the time to dialog with you about what they thought of their experience. Market Research

How to Use Personalization to Increase eCommerce Conversions


Today, personalization is all around us, from when we turn on our TV to watch Netflix, to when we visit the Amazon site to buy that perfect present for someone. We are seeing content and ads that are specifically tailored to us. But how effective is all this personalization? Is it worth the effort?

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?