Blake Morgan

JULY 29, 2023

Among the top digital investments are customer relationship management (CRM) systems, AI, and customer analytics. Digital experiences make interactions more convenient for customers and allow them to fully experience a brand, regardless of the channel they use.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

ShepHyken

OCTOBER 27, 2023

Transparent Pricing and Flexible Agreements Customers appreciate transparency in pricing and flexible lease agreements, so be sure to clearly outline the costs involved, including any additional fees for amenities or services.

Customer Experience 58

Customer Experience Sports Innovation Feedback 58

CSM Practice

AUGUST 26, 2019

A CS representative has to be able to change management on a frequent basis. Change yourself and your customer’s habits to deliver value. If you can’t even change your own behavior, how do you expect to change others? Changing management is hard but critical to the success of a CS team.

System 49

System Customer Success Net Promoter Score ROI 49

Chattermill

MAY 12, 2019

Here are the 20 must read books we ended up with: Our Favourite Books on Customer Experience. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. We thought we’d take a look back and put together a list of the best of the best.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Think Customers

NOVEMBER 3, 2020

Jamie Lancaster, vice president in Kroger’s Contact Center of Excellence, oversees Kroger’s customer contact center, support center and contact center shared services. Customer Strategist: How has the pandemic affected your business? There is no picture in someone’s mind of an Amazon manager. And now customers expect it.

Contact Center 52

Contact Center Self Service Loyalty Programs Brands 52