Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Lumoa

APRIL 13, 2020

This is a common pre-recorded message that I think we have all heard once or twice when calling a customer service department. In this article, we’ll explain what voice feedback is and how you can easily generate customer insights from your customer calls. What is voice feedback?

Customer Insights 208

Customer Insights Feedback Social Media Survey 208

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. A CX platform combines all of that.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? Leaders invested in CX spend time in a cycle of action.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. Therefore, integrating video content can provide customers with a better taste of a company’s digital persona.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 277

Strategy Customer Experience How To Analysis 277

Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . As we slowly progress to a post-pandemic reality, customers expect the same type of attention and service to continue.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

Lumoa

MAY 30, 2024

An example question could be something like: Does this feedback describe a software bug What is the client emotion in this feedback Is the customer voicing this feedback likely to churn Our AI will then take your question, and for each individual feedback, attempt to answer that question. Contact your CS manager or email help@lumoa.me

Knowledge Base 208

Knowledge Base B2C Feedback Software 208

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Keeping customers around for as long as possible to sell them as much as possible is a great aspiration, but as I’m sure you’re aware, it’s much easier said than done. Letting Customers Tell Success Stories.

Social Media 529

Social Media Tips Customers Customer Retention 529

Lumoa

MAY 30, 2024

Topics can now be created with GPT Lumoa has had an AI that can create Topics based on what your customers are talking about for some time. Strategy: From Customer Insights into Real Results w/ Sean Albertson – Facing CX Stagnation? Strategy” New guides in the Knowledge base to level up your Lumoa experience ????

Comparison 208

Comparison Knowledge Base Groups Analysis 208

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects.

ROI 259

ROI Customer Experience NPS Financial 259

ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change.

Customer Experience 248

Customer Experience How To Culture Groups 248

Customer Bliss

NOVEMBER 9, 2017

As I look back at an article I previously wrote – What will CX Look Like in 2017 , I’m excited to see some of the progress that has been made in the industry. There’s a continuing focus on brands improving customer experience to lead customer-driven growth. Click To Tweet.

Trends 204

Trends Customer Experience Customer Insights Customers 204

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

ClearAction

AUGUST 3, 2023

Customer Experience-Inspired Corporate Strategy Lynn Hunsaker Customer experience-inspired corporate strategy is rare, according to a recent poll in a strategic planning LinkedIn group. Re-think “ customer experience ” (CX) as brand integrity : delivering what you promised.

Strategy 62

Strategy Customer Experience B2B Groups 62

Lumoa

JUNE 9, 2020

Just as with customer experience in every other business segment, eCommerce customer experience is growing increasingly important in our current economic climate. A clear CX strategy will help you stand out from the big crowd and ensure customers don’t churn because of ineffective purchase processes and bad experiences.

Ecommerce 208

Ecommerce Customer Experience Customer Journeys Feedback 208

CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

Return on Investment 52

Return on Investment Customer Insights Strategy Competitive Advantage 52

ShepHyken

JANUARY 3, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to Train Your Customer Support Agents To Provide Better Service by Kimberly Zhang. and Salesforce.com Inc.

Customer Service 73

Customer Service Customer Service Training Government Policies 73

Totango

JUNE 1, 2021

Customer Success software helps your enterprise understand what matters to your customers. Being able to use your customer success data will enable you to better connect with your customers. It all starts with knowing how to gather customer insights and properly leverage that data.

Customer Insights 69

Customer Insights Software How To Touchpoint 69

Kayako

SEPTEMBER 23, 2022

The customer relationship management space is buzzing with tips about providing a unified customer experience, but what exactly does that mean in the context of customer experience management (CXM)? The reality is that it takes quite a bit of work to accomplish a unified experience in today’s digital environment.

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Social Media 156

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

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 101

Customer Experience Self Service Advertising Customer Expectations 101

SurveySparrow

JUNE 20, 2023

Customer experience (CX) is vital to success in the dynamic world of business. Organization use the potent tool known as the Customer Experience Dashboard to measure and improve the Customer Experience journey in an efficient manner. That’s precisely what a Customer Experience Dashboard is.

Customer Journeys 52

Customer Journeys Net Promoter Score Customer Experience Social Media 52

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Analysis 423

Analysis Data How To Customer Centricity 423

ClearAction

JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. They need to set you up to foster holistic customer focus across the entire organization. This is the focus of CX Day 2023 !

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

Experience Investigators by 360Connext

NOVEMBER 8, 2022

What Does Customer Experience Success Mean to Your C-Suite? The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. No resources.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. Now, understand the importance of creating a positive customer experience for your customers. And how to facilitate this?

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience.

Loyalty Programs 62

Loyalty Programs Loyalty Gamification Customer Experience 62

Beyond Philosophy

MAY 12, 2022

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. I came to this realization in a discussion I had recently with a voice of customer expert. It Starts with Customer Science.

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. Here are the answers: 1. Yes and no.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

Gainsight

FEBRUARY 13, 2023

This article was originally published in TechHQ in two parts: Data insights drive Zoom innovation and Zoom—the next generation. What can a customer success platform add to its offering? In fact, in times like these, it’s imperative that we’re laser-focused on those customer insights. JM: Yes, for sure.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

ShepHyken

DECEMBER 4, 2020

This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey.

Roadmap 142

Roadmap Customer Experience Airlines How To 142

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

CSM Magazine

JULY 28, 2023

In virtually every case, that necessitates leveraging innovative cutting-edge technologies to improve their customer experience, and residential proxies have emerged as one such technology. As such, you can provide a more compelling customer experience that will give you an advantage in the modern commercial landscape.

Customer Experience 52

Customer Experience Competitive Advantage Customers Measurement 52