CX Journey

OCTOBER 11, 2017

It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. Offer up a variety of ways/modes for customers to provide feedback.

Survey 118

Survey Feedback Touchpoint Customer Experience 118

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

Verint

OCTOBER 4, 2017

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. With these collective capabilities, organizations can listen, analyze and act on the VoC across digital, voice, text and social interactions.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. In her role, Anne not only leads the customer experience transformation for MSA, but she also holds responsibility for running the quality, delivery and support operations for MSA globally. .

Chief Customer Officer 118

Chief Customer Officer Customer Journeys B2B B2C 118

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

Confirmit

SEPTEMBER 9, 2018

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Take a look to find out how our Confirmit ACE Awards winners have used Customer Experience Management solutions to drive business change. Waters runs a global Voice of the Customer program for its Field Service operations.

Insurance 40

Insurance Return on Investment Policies Case Study 40

Verint

AUGUST 1, 2017

Verint Summer School 2017. Verint experts will present 15 English and Dutch interactive webinars throughout August on effective ways to enhance interactions with customers. CRMXchange.com Roundtable: How to Deliver an Effortless Customer Experience. August 1-24; Webinar Series. August 3; Webinar.

Customer Experience 25

Customer Experience ROI Analytics Employee Engagement 25

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers.

Customer Service 16

Customer Service Social Media Chatbots Ecommerce 16

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

SurveySparrow

JULY 21, 2021

Ranked #1 survey software by softwareworld.co , SurveySparrow has flown a long way since 2017 – from a survey tool to a conversational platform that delivers end-to-end experience solutions. Custom rebranding (Logo, CSS, Domain, Email, SSL). Feedback alerts and management. Custom rebranding (CSS).

e-support 52

e-support Social Media Survey NPS 52

Verint

SEPTEMBER 21, 2017

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Customer experience is moving into the back office’s purview.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Second to None

JANUARY 22, 2019

Rather than focus on the new tech that could be implemented to improve the Customer Experience, check out the following organizational philosophies written by Randy Pennington for the Huffington Post. The phone is, for many people, the most trusted anchor in their experience. Finding Success in the Familiar.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Verint

SEPTEMBER 7, 2017

Mini-journey mapping and other employee/customer engagement strategies can help make your next conference the best one yet. From registration to closing, every interaction—even the micro ones—between your customers and your employees can make the difference between an amazing or so-so experience for conference attendees.

Conference 25

Conference Customer Journeys Employee Engagement Effort Score 25

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Here’s why: CXM Status Quo.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

COPC

NOVEMBER 13, 2019

“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our customer service centre provides services to both customers and drivers. As the frontline of Shouqi Limousine & Chauffeur, customer service is the key touch point for both drivers and customers.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing Customer Journeys Study 59

CX Journey

FEBRUARY 14, 2017

Today's post is a slightly-updated version of one I originally published on Compellon 's blog on January 25, 2017, which is a largely-modified version of a very-popular post I wrote on CX Journey™ five years ago titled 22 Tips for Survey Design. Why are your customers still unhappy? Why are your customers still unhappy?

Survey 130

Survey Feedback Tips Examples 130

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? A new take on Voice of Customer: driven by insights. But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101