ShepHyken

DECEMBER 31, 2018

Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. Retail TouchPoints) Every day, consumers across the U.S. The post 5 Top Customer Service Articles for the Week of December 31, 2018 appeared first on Shep Hyken. They Shouldn’t Have To by Greg Hanover.

Customer Service 96

Customer Service Touchpoint Customer Centricity Customer Service Training 96

Second to None

FEBRUARY 14, 2018

Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing.

Trends 63

Trends Social Media e-support Chatbots 63

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Don’t reserve empathy for one set of customers or only the big touchpoints. Each touchpoint leads to an emotion. October 9-12, 2018 | Austin, TX.

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

CX University

JUNE 14, 2018

May 15, 2018. From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution. You see, the game used to center on the enhancement of “customer touchpoints,” or specific interactions between customer and company. Previous Briefs: Brief 15 May 2018 Brief 15 April 2018 Brief 15 March 2018.

Touchpoint 40

Touchpoint Course Customer Journeys Tips 40

Kayako

JANUARY 17, 2018

We think about the touchpoints between customer and business when the customer needs help buying or using a product. Sales is often the first one-on-one touchpoint customers experience with your business. A+ experiences come from every touchpoint a customer has with your business – not just with your employees.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

ChurnZero

NOVEMBER 19, 2018

ChurnZero has been named to the 2018 NVTC Tech 100 list by the Northern Virginia Technology Council (NVTC), the membership and trade association for the technology community in Northern Virginia and Greater Washington. The post ChurnZero Named to the 2018 NVTC Tech 100 List appeared first on ChurnZero.

Government 58

Government Touchpoint Policies Technology 58

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. Keeping up with these expectations requires an environment in which customer data can be seamlessly gathered and provided across teams, processes and touchpoints.

Customer Journeys 72

Customer Journeys Contact Center Consumers Financial 72

Oracle

FEBRUARY 23, 2018

Email is an important touchpoint for reaching your audience to nurture them through the buying funnel, build relationships, and spread awareness. The post CX Tech to Grow Your SMB in 2018 appeared first on SmarterCX. Automating marketing efforts, like email campaigns, is one of the best ways to instantly improve your CX.

CRM 87

CRM Chatbots Lifetime Customer Customer Relationship Management 87

CX Journey

DECEMBER 20, 2017

It’s crucial, however, to ensure your voice is delivered consistently across touchpoints. Ensuring every touchpoint is covered and delivering the same level of service may seem daunting, but customers will take notice. This is a mistake that’s easily avoided with just a little attention to detail.

Communication 137

Communication Brands Social Media Touchpoint 137

Experience Investigators by 360Connext

AUGUST 23, 2018

And while most of us agree it’s vital to have and show empathy with customers, many rarely go beyond that in really capturing the touchpoints to understand emotions. Don’t reserve empathy for one set of customers or only the big touchpoints. Each touchpoint leads to an emotion. October 9-12, 2018 | Austin, TX.

Customer Journeys 110

Customer Journeys Touchpoint Loyalty Programs Contact Center 110

Lithium

AUGUST 8, 2018

Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Social Marketing Champion. B2C Community Innovator.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Social Marketing Champion. B2C Community Innovator.

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. Social Marketing Champion. B2C Community Innovator.

B2C 40

B2C Social Media B2B Brands 40

ShepHyken

MAY 28, 2018

ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service. The post 5 Top Customer Service Articles For the Week of May 28, 2018 appeared first on Shep Hyken. by Sue Duris. And, there are nine more that are just like that.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

GetFeedback

SEPTEMBER 18, 2019

Loyalty is influenced by many touchpoints across the journey–service happens to be one of those touchpoints–and one that is far more likely to lead to disloyalty. . Brands should design for emotions they want to generate, and not assume that being easy is the only thing that matters, nor that every touchpoint requires a wow.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. See you soon at the CX Live 2018! Cocktail attire…champagne…trophies…glitz & glamour. Absolutely.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. See you soon at the CX Live 2018! Cocktail attire…champagne…trophies…glitz & glamour. Absolutely.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. See you soon at the CX Live 2018! Cocktail attire…champagne…trophies…glitz & glamour. Absolutely.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. See you soon at the CX Live 2018! Cocktail attire…champagne…trophies…glitz & glamour. Absolutely.

Social Media 40

Social Media B2C B2B Metrics 40

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping.

Customer Journeys 49

Customer Journeys Innovation Financial Touchpoint 49

ShepHyken

APRIL 23, 2018

Retail TouchPoints) Today’s AI is more intelligent, contextual and can understand a customer’s intent to help them get to where they need to be. The post 5 Top Customer Service Articles For the Week of April 23, 2018 appeared first on Shep Hyken. Another interesting stat: personalization is a big area of opportunity.

Customer Service 79

Customer Service Employee Engagement Study Conference 79

GetFeedback

SEPTEMBER 20, 2019

A 2018 CustomerThink study found that firms may start out using NPS or CSAT, but over time tend to use multiple metrics including composite indicators that can be proven to link to desired business outcomes. . CSAT and CES are touchpoint surveys. Touchpoint surveys should be as short as possible to maximize the response rate.

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Brands are going to have to make a real effort to be transparent with customers in 2018. Top loyalty trends for 2018: No.1

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. Yes, in our 2018 research we found journey managers at IWG plc (Commercial Real Estate in the UK) and Lennar (Real Estate in the US). First, we need to define “health.”

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Experience Investigators by 360Connext

OCTOBER 17, 2018

And, yes, perhaps the winning buzzword for 2018, transformation, made it to my top 3, as well. Every touchpoint, every service response, every communication, must be representative of an amazing experience. Because doing business today is unlike doing business in the past.

Leadership 283

Leadership Culture Customer Centricity Report 283

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . In order to provide experiences that lead to better customer loyalty, companies must start looking at everything through an “effort lens” and ultimately work to reduce effort at every touchpoint. Recapping Day 3 of C3 2018 appeared first on Clarabridge. That’s A Wrap! The post That’s A Wrap!

Self Service 40

Self Service Social Media Healthcare Conference 40

Confirmit

SEPTEMBER 9, 2018

In our 2018 ACE Award Winners’ Showcase, we share the success stories of over 30 clients to demonstrate how the Voice of the Customer and the Voice of the Employee has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment.

Insurance 40

Insurance Return on Investment Policies Case Study 40

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. Yes, in our 2018 research we found journey managers at IWG plc (Commercial Real Estate in the UK) and Lennar (Real Estate in the US). First, we need to define “health.”

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. Yes, in our 2018 research we found journey managers at IWG plc (Commercial Real Estate in the UK) and Lennar (Real Estate in the US). First, we need to define “health.”

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JANUARY 16, 2018

By taking a holistic view of customer interactions, this webinar will help you understand: Why journeys – and not individual touchpoints – predict business succes. Mark your calendars for February 8, 2018 at 11:00am PT—and register now to secure your spot! The role technology plays in self-service.

Self Service 0

Self Service Customer Journeys How To Touchpoint 0

NICE inContact

MAY 23, 2019

With so many touchpoints in play, it’s more important than ever for contact center leaders to have their fingers on the pulse of their customers, and then align their own performance with what customers actually experience.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. This is the challenge that every CX leader needs to overcome. Don’t delay the process.

Financial 218

Financial Metrics Customer Journeys NPS 218

Comm100

FEBRUARY 21, 2019

In order to stand out from the noise, organizations need to make every touchpoint an opportunity to not only solve customer problems but also to continuously impress. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Here’s the proof.

Report 118

Report Data Wait Times Effort Score 118

AskNicely

MARCH 15, 2018

In 2018, customer experience is everything. How to use NPS to deliver amazing experiences at every brand-customer touchpoint. More big brands, more agencies, and more technology companies are investing more resources than ever to stay ahead of the competition in this new age of the customer. Register Here.

Customer Journeys 150

Customer Journeys Net Promoter Score Customer Experience NPS 150

Kerry Bodine

MARCH 12, 2018

Stay tuned for more on journey analytics and our Journey Manager Report, launching in Spring 2018! The theme for the next issue of Touchpoint from the Service Design Network will be “From Design To Implementation.”

How To 120

How To Conference Culture Analytics 120

Lumoa

NOVEMBER 7, 2022

In 2018, two-thirds of companies were competing solely on CX and that number is only expected to grow. In 2021, companies will need to focus on measuring the CX at each touchpoint along the customer journey. . #2 Companies are using CX to create a competitive advantage Customers have more options than ever before.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Comm100

FEBRUARY 21, 2019

In order to stand out from the noise, organizations need to make every touchpoint an opportunity to not only solve customer problems but also to continuously impress. For 2018 we analyzed 45 million live chats across 14 industries to expose how you can optimize your live chat strategy and exceed customer expectations. Here’s the proof.

Report 100

Report Data Wait Times Effort Score 100