Maru Group

MAY 28, 2019

A changing economic environment and constantly evolving competitor set means that the customer experience is everything. But how do brands ensure their customer experience cuts above the competition and pulls the right emotional triggers to drive long-term loyalty? Measuring implicit customer reaction.

Case Study 40

Case Study Study Customer Experience Hospitality 40

Maru Group

MAY 28, 2019

A changing economic environment and constantly evolving competitor set means that the customer experience is everything. But how do brands ensure their customer experience cuts above the competition and pulls the right emotional triggers to drive long-term loyalty? Measuring implicit customer reaction.

Case Study 40

Case Study Study Customer Experience Hospitality 40

Confirmit

SEPTEMBER 23, 2018

With more than 2,000 staff and a network of over 32 resorts across Asia Pacific, the region’s largest vacation ownership business required more than just ‘gut feel’ and intermittent feedback to make certain every aspect of the business was concentrating on the comfort of their customers. Voice of the Customer Case Studies.

Case Study 40

Case Study Study Net Promoter Score Touchpoint 40

Confirmit

SEPTEMBER 23, 2018

With more than 2,000 staff and a network of over 32 resorts across Asia Pacific, the region’s largest vacation ownership business required more than just ‘gut feel’ and intermittent feedback to make certain every aspect of the business was concentrating on the comfort of their customers. Voice of the Customer Case Studies.

Case Study 40

Case Study Study Net Promoter Score Touchpoint 40

Confirmit

JANUARY 16, 2017

To this end, Cognita commissioned a Global Customer Experience initiative to support organizational success through a deeper understanding of their customers: the pupils’ parents. Voice of the Customer Case Studies.

Case Study 40

Case Study Study Touchpoint Groups 40

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

Feedbackly

OCTOBER 30, 2023

While nailing customer experience is a challenging task like getting hold of the golden snitch, having a program in place will ensure you have a clearly thought-out strategy to achieve it. A CX program is a strategic initiative centered on placing the customer at the heart of all business operations. What is a CX Program?

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

SurveySparrow

JULY 4, 2023

When a customer enters your store or visits your website, they bring with them a need, a desire, or a problem to solve. The answer lies in understanding and optimizing the customer experience journey. What is a Customer Experience Journey?

Customer Journeys 52

Customer Journeys Customer Experience Touchpoint Chatbots 52

Blake Morgan

AUGUST 15, 2023

               In customer experience integrating innovation and personalization is key. Inspirato is a luxury vacation membership company that offers its members access to a curated collection of luxury vacation properties and experiences around the world. But why does this referral system work so well?

Customer Experience 52

Customer Experience Case Study Hospitality Innovation 52

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. What is Integrated Customer Experience (CX)? In short, integrated customer experience is an anti-siloed CX strategy.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

SurveySparrow

AUGUST 30, 2023

If Customer experience is your next target, don’t worry; we’ve got you covered. Our team sat down for 5 days and 6 nights to read the best customer experience books and curated the perfect list just for you! Why Read the Best Customer Experience Books? We have a bibliophile here, don’t we?

Customer Experience 52

Customer Experience Roadmap Case Study Loyalty 52

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. 54% of car buyers would pay more for a better buying experience. 67% of consumers see reviews as influential when choosing a new auto service.

Automotive 260

Automotive Management Social Media Feedback 260

InMoment XI

FEBRUARY 29, 2024

When executed effectively, it enables your business to attract customers organically, bypassing the need for hefty investments in traditional advertising. It involves various strategies to improve your website’s visibility in local search results, making it easier for potential customers in your area to find your business.

Tips 260

Tips Strategy Case Study Social Media 260

Kayako

AUGUST 7, 2019

Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like. Ease of business is everything.

Customer Experience 187

Customer Experience How To Comparison Customer Journeys 187

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 141

Roadmap Customer Experience Airlines How To 141

SurveySparrow

MARCH 19, 2024

About 68% of customers prefer watching video content to reading articles, and 83% of marketers say videos help with lead generation. Build brand trust: Videos sharing tutorials, customer testimonials, case studies, and behind-the-scenes content help users get to know your brand, boosting their confidence and trust.

Video 95

Video Strategy Marketing Social Media 95

Touchpoint Dashboard

AUGUST 18, 2014

Several of you have asked if we could provide more examples of how others are using Touchpoint Dashboard in unique ways to support their customer experience initiatives. Blog Case Studies Experience Map Journey Map Touchpoint Map'

Touchpoint 61

Touchpoint Customer Journeys Case Study Communication 61

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Measurement 118

Measurement Effort Score Customer Experience Data 118

Beyond Philosophy

OCTOBER 11, 2019

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. The RICOH Canada Backstory.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

SurveySparrow

SEPTEMBER 25, 2023

Customers hold the key to business success and there’s no doubt about that. But, what is it that keeps customers not just coming back for more, but singing praises and referring friends? Well, the answer lies in the art of the customer experience lifecycle. What Is Customer Experience Lifecycle?

Customer Experience 52

Customer Experience Social Media e-support Omni-Channel 52

Kayako

JUNE 16, 2022

It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When customers are unhappy, customer service agents are busy. For many years companies believed that customer service was the vanguard for building customer loyalty.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

SurveySensum

FEBRUARY 7, 2024

Ask the right questions to the customers at the right touchpoint. Gathering customer feedback strategically is crucial for understanding their pain points. However, companies often grapple with determining the optimal timing for survey distribution across the customer journey. Well, I’ve always emphasized it.

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint Retail 52

Touchpoint Dashboard

AUGUST 25, 2014

Editor’s Note: Several of our clients have asked us to provide more examples of how others use Touchpoint Dashboard to support their customer experience initiatives. We’re pleased to share another insightful use case here. Blog Case Studies Experience Map Journey Map Touchpoint Map'

Touchpoint 52

Touchpoint Customer Journeys Case Study Study 52

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

InMoment XI

JANUARY 10, 2024

Guiding a loved one through the customer journey of senior living is an intimately personal and emotional endeavor. It’s vital to define clear messaging that resonates with this audience, conveying the essence of your care services consistently across all touchpoints.

Strategy 260

Strategy Management Social Media Feedback 260

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Customers want the attention on them—and they’re willing to walk if they don’t get it. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty. My Comment: As costs go up, we must charge customers.

Net Promoter Score 73

Net Promoter Score Loyalty Programs Customer Service Ecommerce 73

ClientSuccess

DECEMBER 23, 2019

If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of customer success as an entire company goal very seriously. After all, your customers aren’t the responsibility of one department – they’re the reason your entire company is in business.

Customer Experience 78

Customer Experience Case Study Video Chatbots 78

Lumoa

APRIL 3, 2018

83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. That time, customer experience management was still unknown to the most of the business doers. But it is not a surprise because NPS gives a very simple and easy to track system to follow your most and least loyal customers.

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337

Strativity

DECEMBER 15, 2014

Report addresses key factors companies should consider when choosing a consultancy to assist with redesigning the customer journey. Strativity Group, a global customer experience transformation firm, is listed as a “Research and Persona Creation Specialist” in the December 2014 Forrester Research, Inc. Strativity Group, Inc.

Customer Journeys 40

Customer Journeys Case Study Study Report 40

SurveySparrow

NOVEMBER 28, 2019

Customer Experience conferences are always a source of joy for us, CX enthusiasts. are all the next-level experiences that these events deliver, aiding you to reinforce and bolster up your customer experience tactics. Here are the much-awaited customer experience conferences of 2020.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

Hero Digital

NOVEMBER 26, 2019

No matter the industry, investing in digital experience can make an organization’s touchpoints more meaningful for their audiences. Google Trends report for popularity of the terms “customer experience” (blue), “patient experience” (yellow), and “member experience” (red) rising over time.

Brands 52

Brands Self Service Customer Experience Healthcare 52

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Now, every interaction is crucial, and every experience you offer counts. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! What is high-touch?

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

SurveySensum

NOVEMBER 28, 2023

And how to respond to the customers? NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty. But how to rectify it and utilize customer feedback to its true potential?

Automotive 52

Automotive NPS Feedback Case Study 52

Oracle

DECEMBER 5, 2018

We know that the experiences any type of company delivers today must be memorable and unforgettable to outshine competitors and make customers happy. But, there’s much more to know about how you need to approach customer experience in the holiday shopping season. Look, and customer expectations are liquid now.

Customer Experience 71

Customer Experience Ecommerce Banking Touchpoint 71

Alida

DECEMBER 9, 2016

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

Totango

OCTOBER 20, 2020

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience.

Measurement 85

Measurement Effort Score Customer Experience Data 85

ClientSuccess

DECEMBER 23, 2019

If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of customer success as an entire company goal very seriously. After all, your customers aren’t the responsibility of one department – they’re the reason your entire company is in business.

Customer Experience 69

Customer Experience Case Study Video Chatbots 69