InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 1: Leveraging Customer Feedback in Operations.

Feedback 492

Feedback Culture eBook Training 492

InMoment XI

NOVEMBER 21, 2022

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones. In fact, returning customers spend 67% more than first-time buyers. Let’s jump right in!

Loyalty 260

Loyalty How To eBook Social Media 260

Interactions

MARCH 11, 2022

From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers. Customer service/customer support.

Customer Experience 106

Customer Experience Customer Service Customer Journeys eBook 106

Daniel Group

MARCH 12, 2021

Are You Giving Customers the Experience They Desire? Are you giving your customers the CX they desire from from you? We recently introduced a new four-part blog series: Giving Your Customers What They Want. When customers mention that it is easy to do business with a company, the NPS goes up by 7.5 ” Inc.:

Net Promoter Score 105

Net Promoter Score Customer Experience eBook B2B 105

MyCustomer

AUGUST 3, 2022

Download this Ebook. You may unsubscribe from receiving news and offers from AWS at any time by following the instructions in the communications received. GDPR data consent. AWS handles your information as described in the AWS Privacy Notice.

Engagement 87

Engagement eBook Customer Experience Resources 87

Kustomer

JUNE 7, 2023

What Is Customer Experience? Customer experience is inclusive of any aspect of a business that affects how a customer feels. Customer experience prioritizes the relationship with the customer, regardless of length of interaction, or past or prospective purchases.

Trends 84

Trends Self Service Customer Experience e-support 84

Quadient

JULY 26, 2022

Choosing your Customer Communication Channels in 2022. Thirty years ago, customer communications were relatively straightforward. With so many channels available to communicate with your customers, how do you determine the right channel? What are Customer Communication Channels? j.shah-thiel.

Communication 52

Communication Social Media Omni-Channel Chatbots 52

TechSee

DECEMBER 17, 2019

The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. has been a Monolith Electric customer for 53 years. Utilities must reduce customer effort.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage Comparison 136

InMoment XI

MARCH 2, 2022

Employee disconnection and discontinuity also have both an indirect and a direct impact on customer behavior. And, just as customer behavior can range from high negativity/sabotage to high positivity/advocacy, so too can employee behavior. Read our eBook on understanding the power of employee engagement.

Culture 260

Culture Connections Company Leadership 260

Comm100

OCTOBER 25, 2021

Besides potential language barriers, institutions also need to be sensitive to cultural differences and customs. Poor engagement can have a severe impact across the student experience – results, satisfaction, and even dropout rates. Get ebook now. Free eBook. Begin your digital transformation journey today!

Engagement 130

Engagement Tips eBook Chatbots 130

Interactions

APRIL 1, 2021

How can brands ensure that their communication is increasing loyalty, and not scaring customers away? First, let’s look at the basics of proactive communication. What is proactive communication? Proactive communication in the contact center is essentially an interaction starting with the brand.

Communication 62

Communication Contact Center Airlines eBook 62

Comm100

OCTOBER 25, 2021

Today’s students have grown up as digital natives, surrounded by technology and accustomed to the experience it provides. It should come as no surprise therefore, to hear that higher education institutions are looking to offer a digital-first approach to improve student engagement and experience. Get ebook now. Free eBook.

Social Media 130

Social Media Engagement eBook Omni-Channel 130

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience? After all, you want to be where your customers are, right?

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Centercode

FEBRUARY 27, 2020

Maintaining tester engagement is one of the most persistent challenges facing today’s Customer Validation (CV) professionals. In connection to this, half also reported challenges when it comes to tester communication. Tester Communication Breakdown: Warning Signs. Quick Fixes for Your Tester Communication Strategy.

Communication 64

Communication Engagement Customer Journeys eBook 64

ChurnZero

NOVEMBER 9, 2021

Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? It’s vital to customer retention.

Company 97

Company Customer Experience Survey Customer Retention 97

Topdown

MAY 28, 2019

We have been writing about the convergence of customer communications management (CCM) and digital customer experience (CX) management technologies for over four years. We researched with Forrester , produced an ebook , and authored a white paper , all digging deeper into the detailed why’s and how’s of the topic.

Communication 48

Communication eBook Customers Technology 48

Kerry Bodine

JANUARY 17, 2017

I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017.

Customer Experience 84

Customer Experience eBook Customer Journeys Customers 84

Hello Customer

JANUARY 27, 2021

Customer experience has been around for some time now. Despite lots of companies are cutting budgets on their CX efforts, it’s important to put your customer in the center of your activities. And moving forward, how can you do customer experience on a limited budget and put it back on your company’s strategic agenda?

Customer Experience 98

Customer Experience eBook ROI Customer Journeys 98

Ecrion

FEBRUARY 24, 2021

What Is a Strategic Communications Plan? | Creating a Strategic Communications Plan |. How CCM Streamlines Your Strategic Communications Plan. For your business to be successful, you need to be able to get your company’s message out there for current and potential customers to see. Communications Plan? .

Communication 52

Communication Customer Journeys Roadmap Omni-Channel 52

MyCustomer

AUGUST 3, 2022

Download this Ebook. You may unsubscribe from receiving news and offers from AWS at any time by following the instructions in the communications received. GDPR data consent. AWS handles your information as described in the AWS Privacy Notice.

eBook 52

eBook Customer Experience Resources Communication 52

Oracle

DECEMBER 6, 2018

From consumer-focused computer repair, to monitoring large machinery for industrial organizations, field service plays a critical role in delivering a winning customer experience. Better monitoring and communications for customers. To learn more, view The Future of Field Service and the Connected Mobile Workforce ebook.

Innovation 108

Innovation Customer Experience Self Service eBook 108

Experience Investigators by 360Connext

MAY 27, 2015

Have you ever considered the many, many ways content impacts the customer experience? That’s why I was so excited when Ann graciously agreed to be a guest on the Crack The Customer Code podcast , which I co-host with Adam Toporek. So this means understanding that content is a huge part of the experience is half the battle!

Customer Experience 110

Customer Experience eBook Customer Journeys Social Media 110

Oracle

JANUARY 8, 2020

This is a preview of the ebook, “20 Cartoons that Perfectly Illustrate the Customer of 2020.” ” As we enter the new decade, every corner of customer experience is awash in technology. So here are 3 possible reactions to your customer experiences in 2020 and beyond. I’m scared.

Customer Experience 75

Customer Experience eBook Technology Customers 75

Daniel Group

APRIL 23, 2021

Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! In the interview, Paul reminds us that “Communication has to be proactive. Welcome to Success Strategies.

Feedback 124

Feedback Net Promoter Score B2C B2B 124

Hello Customer

JUNE 21, 2021

In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. Luckily, there's a handful of actions organizations can take to impact the customer experience and to learn how they can bring value. Check out our free ebook about NPS ?, Time to rethink your strategy.

Customer Centricity 98

Customer Centricity Net Promoter Score Customer Experience How To 98

Ecrion

MARCH 28, 2019

At the heart of any successful business is excellent customer communications. The question is, do you know for sure how well your company is doing with customer communications? Having a few customer communications examples at your disposal could always help. Customer Communications Examples 1.

Communication 40

Communication Examples eBook Call Center 40

Talkdesk

MARCH 4, 2021

Learn more about an all-in-one mobile workforce solution that puts real-time communication tools in the hands of location-based employees. Honestly, it wasn’t a great experience wasting half a day on mundane requests when I had so many other more important things I needed to take care of when planning this life-changing move.

Contact Center 94

Contact Center Customer Experience Contact Center Software Banking 94

Centercode

AUGUST 27, 2019

In particular, she focuses on the lost art of communication and its importance to surviving tectonic shifts in software development and testing. On the other hand, there are aspects of testing that include collaborating with customers and internal stakeholders that will increase in both importance and urgency.

Communication 49

Communication Management eBook Conference 49

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. So how do you get happy employees and how does it affect Customer Experience?

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Interactions

JANUARY 8, 2020

The Next Decade in Customer Experience. As we enter a new decade, it’s no question that customer experience will be the key differentiator for customers when buying a product or service. In fact, now customers actually actively avoid brands who they have had bad customer experiences with. .

Trends 77

Trends Customer Experience eBook Policies 77

Quadient

AUGUST 17, 2021

The State of CX: A customer experience series - differentiating with data. The evolution from customer communications to the more comprehensive approach of customer experience management represents the sea change in how businesses view their approach to customer growth and retention. Andrea Haughton.

Data 52

Data Customer Journeys Customer Experience Fashion 52

Comm100

MAY 13, 2020

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. So, what should you look for when shopping for a digital omnichannel customer solution? Enable custom routing.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

ChurnZero

NOVEMBER 9, 2021

Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? It’s vital to customer retention.

Company 52

Company Customer Experience Survey Customer Retention 52

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

Comm100

APRIL 12, 2018

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. Understanding Customer Experience.

NPS 156

NPS Measurement Effort Score Customer Experience 156

BirdEye

AUGUST 21, 2020

As an operations leader, it’s essential that your business offers world-class customer experiences. But the very nature of customer experience is changing rapidly. Today, customers increasingly engage with businesses through digital channels. What is ‘digital customer experience’? It’s table stakes.

Customer Experience 90

Customer Experience Customer Journeys Net Promoter Score Chatbots 90