Win the Customer

NOVEMBER 14, 2016

How about being a bit more personal and actually communicating with your customers? Remember when customers were limited to using the telephone if they wanted to contact businesses? These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Pointillist

MAY 23, 2018

Journey discovery is a quantitative approach to customer journey analytics where customer behavior data is analyzed across touchpoints and over time to uncover meaningful behavioral segments and the paths they take to achieve a specific goal—what Forrester calls the ‘bottom up approach’ to customer journey analytics.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Beyond Philosophy

JUNE 4, 2015

Every function that delivers experience is ‘closed-loop’ and 360 degree, carefully maintaining a balance between customer expectations and what is actually executed. Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

LiveChat

OCTOBER 19, 2018

They now face the daily challenge of managing social media customer service and meeting ever-growing customer expectations. And social media offers the perfect playground for customer service. Statistically , the most social media customer service happens on Twitter. The same is with customer service.

Social Media 35

Social Media Tips Customer Service Multi-Channel 35

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

NICE inContact

MAY 10, 2019

NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). WebHelp with its CXone platform had just the solutions Swedish Rail needed.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

Currency Alliance

MAY 19, 2021

Now, however, the goalposts – with regard to what constitutes a ‘good’ customer experience and good value – have shifted so far, that the cost and complexity of updating these aging systems is now a real hindrance to performing well. If you don’t recognize your customer across every channel and touchpoint, they will feel you don’t care.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 52

Kustomer

MARCH 12, 2020

Most companies are stuck in the trap of trying to wow their customers, so Matt Dixon has created four pillars on how to ensure frictionless service. First is channel stickiness. They want to be in control and you want them to keep using your digital channels. This was a multi-year, probably 10 year plus research effort.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

Currency Alliance

OCTOBER 27, 2017

As technologies mature and customer behavior changes, markets must evolve to remain relevant. Customers expect flexibility and convenience from the companies they do business with because people live in a world where almost everything is accessible with a few clicks on their smartphone. Market Growth comes from Liquidity.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45