Talkdesk

JULY 31, 2017

We have to continue to support the voice network, and that connection is super important. What are some of the good use cases you’ve heard around SMS and how it was effectively weaved into customer service? We all send SMS and we extend this to our customer because it’s a very natural way to communicate. It’s getting bigger.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

TechSee

APRIL 10, 2019

To get started on the road to improving customer experience, take stock of your customers’ pain points, and determine the business impact of reducing their pain. Drive long-term loyalty? This omnichannel CX is increasingly expected by today’s customers. BT – Customer-centric culture. Boost revenues?

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Doing CX Right

JULY 24, 2019

I left my customer experience job at Verizon Wireless to join Schindler in North America. One is acquiring customer feedback and measuring customer satisfaction along the customer journey, which we call key “moments of truth.” Net Promoter Score is a valuable leading indicator of customer loyalty.

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Michel Falcon Experience

JANUARY 10, 2019

Before we get into the 5 Customer Service Skills, make sure to connect with me on LinkedIn and let me know which Customer Service Skill you like the most – I’d be happy to answer any further questions you may have after reading the article! Let’s pretend James Bond was your customer. What attributes does he have?

Training 151

Training Customer Service How To Employee Engagement 151

Answer Dash

APRIL 17, 2020

As an experience-first business, you’re in line for positive results on big picture measures like your brand loyalty, plus immediate-return results in terms of sales. Changing culture Making a commitment to customer-centric ways of doing business is likely to involve cultural change within your organization.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Beyond Philosophy

SEPTEMBER 13, 2016

Much of the evidence of tactical and strategic success of informal communication programs has been because companies were passionate about stakeholders in the first place, and made them feel like emotionally connected members of the family. Monetary Linkage Between Customer Experience, Loyalty Initiatives, and Advocacy Behavior.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Bold360

DECEMBER 1, 2016

Chip Bell is a customer loyalty expert and author. “The biggest mistake companies make when getting customer experience software is…” Forgetting the customer! CX focuses on the experience between the customer and the business. Regpack’s technology is based on Asaf’s Ph.D. Ajay Prasad.

Software 40

Software Customer Experience Company CRM 40

C Space

OCTOBER 1, 2018

For T-Mobile, that means injecting clarity into a wireless industry that has thrived on a degree of obscurity and ambiguity, particularly when it comes to the fine print of plans and pricing. I love that their plan rates are exactly what you pay!” – T-Mobile Customer. USAA and First Direct provide a connection.

Trends 40

Trends Brands Airlines Wireless 40

Michel Falcon Experience

FEBRUARY 11, 2019

I’m going to share what customer personality types are cause I do not believe you can deliver the same experience to every single customer the exact same way. That’s the furthest thing away from delivering a personalized experience, which gets away from earning true loyalty. The outcome of that is loyalty.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60