InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 423

Customer Experience Social Media Customers Video 423

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . What is customer experience management? Sounds simple, right?

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

InMoment XI

JULY 20, 2023

We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. On the surface, it seems like an obvious application for a ChatGPT customer experience approach.

Survey 379

Survey Customer Experience Customers Data 379

InMoment XI

SEPTEMBER 14, 2023

In the interconnected world of today, reputation management has evolved from a luxury to an absolute necessity. This article delves deep into the critical role that reputation management plays in determining a brand’s success. A positive customer experience can significantly bolster your brand’s reputation.

Brands 260

Brands Management Social Media Effort Score 260

InMoment XI

MARCH 23, 2020

Customers are still interacting with products and services even as COVID-19 continues to disrupt the economy, purchase habits, and everyday lives. Don’t stop listening to your customers during this critical time! View Article.

Customer Experience 260

Customer Experience Management Customers Interaction 260

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

InMoment XI

AUGUST 15, 2023

More and more companies are realizing that the customer experience is more important than ever before. As a matter of fact, customer-centric companies are 60% more profitable than companies that don’t focus on customers. What Are Predictive Analytics Tools?

Analytics 260

Analytics Tools Customer Experience Retail 260

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

GetFeedback

OCTOBER 21, 2019

Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time.

Customer Experience Management 195

Customer Experience Management Strategy Customer Experience Management 195

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. If you disagree, it’s because the call center experience you had isn’t using AI for its best capabilities.

Loyalty Programs 76

Loyalty Programs Hotels Customer Service Hospitality 76

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience Management 141

Customer Experience Management Management Customer Experience Contact Center 141

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

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand.

Customer Service 78

Customer Service Government Employee Experience Video 78

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

ShepHyken

AUGUST 13, 2021

This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. He writes about how successful, global brands use social media to deliver outstanding customer service experiences.

Social Media 141

Social Media Customer Experience Management Chatbots 141

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Check out these resources: [Article] Create Your CX Charter with These 6 Questions. Video] Struggling to Manage CX? I like to create a standard agenda, then customize for every meeting. Customer Feedback and Insights.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Experience Investigators by 360Connext

JANUARY 10, 2023

Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Overall, customer experience is no longer just talk at your organization. How did this happen?

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

ImprintCX Articles

MARCH 5, 2024

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. In fact, brand management and CX are two sides of the same coin. Eric Shulz said, “A brand is an experience living at the intersection of promise and expectation.”

Brands 52

Brands Customer Experience Management Customer Centricity 52

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Tips 143

Tips Customer Experience Management Return on Investment 143

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. This article highlights that customer service is not reserved for those on the frontline and is only a complete process when all levels take part.

Customer Experience 101

Customer Experience Policies Social Media Effort Score 101

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This week, we start with an article on trust. Here are my top five picks from last week.

Customer Service 56

Customer Service Retail Consumers Metrics 56

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customer Service versus Customer Experience: Master both! For me, customer service is more than support.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

ShepHyken

FEBRUARY 14, 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. Are You Asking the Right Customer Experience Questions? Here are my top five picks from last week. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This week, we start with an article on trust. Here are my top five picks from last week.

Customer Service 55

Customer Service Retail Consumers Metrics 55

ShepHyken

AUGUST 9, 2021

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. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council.

Customer Service 143

Customer Service Social Media Report Culture 143

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Bad Customer Service Puts $3.7 trillion annually, according to new research by the experience management company Qualtrics.

Customer Service 60

Customer Service B2B Loyalty B2C 60

CSM Magazine

OCTOBER 30, 2023

In today’s highly competitive business landscape, providing an excellent customer experience is no longer an option; it’s necessary. Customers expect seamless, personalized interactions with businesses across various touchpoints. That’s where IT Managed Services come into play.

Management 52

Management Customer Experience Social Media Technology 52

ECXO

APRIL 12, 2021

SHARE ARTICLE. Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp.

Customer Journeys 98

Customer Journeys Meeting Customer Experience Management 98

ShepHyken

NOVEMBER 6, 2023

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. Consider this finding cited in the article: “48% of consumers become angry while communicating with customer service.”

Self Service 65

Self Service Customer Service Contact Center Loyalty 65

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Whatever drives repeat business – and ideally, customer loyalty – is a good program.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

ShepHyken

JANUARY 25, 2021

Each week I read a number of 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. “I My Comment: This is a great article. Customer service expert Chip Bell sets the stage with a story.

Customer Service 154

Customer Service Guest Experience Loyalty Programs Hospitality 154

ShepHyken

SEPTEMBER 10, 2023

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. There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation.

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78