CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Keep the customer informed. Invest in the team.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

Experience Matters

JANUARY 6, 2015

Taken together, this new emphasis on culture, training, and Voice of the Employee will put employees at the center of CX attention this year. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Contact Center Loyalty Aspirations.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Eptica

SEPTEMBER 30, 2015

The balance of power has changed – your brand is what your customers say it is, rather than how you define it within your organization. This makes the customer experience vital to building and developing brand values – annoy enough consumers through poor service or behavior and your reputation will suffer, perhaps fatally.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48