Experience Investigators by 360Connext

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Customer experience sometimes gets classified as “soft” or “nice to have” because it gets talked about but not acted on.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

ChurnZero

MARCH 25, 2022

To minimize the disruption of a transition and ensure your relationships, both with your customer and your team, come out stronger on the other side, follow this four-step process: Perform a data dump. Debrief internally and schedule a future leadership touchpoint. to your CRM and/or Customer Success platform.

How To 98

How To Touchpoint CRM Customer Success 98

CX Journey

AUGUST 16, 2016

Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the organization and become a lean company, they've first got to understand what comprises lean leadership.

Company 80

Company Leadership Culture Touchpoint 80

ChurnZero

MARCH 25, 2022

Regardless of the time constraints you’re up against, here are a few pieces of advice to apply to any book of business transition: Require CSMs to log every customer touchpoint (from day one!) to your CRM and/or Customer Success platform. My only request is that you keep your customer in mind as you make this plan your own.

How To 52

How To Touchpoint CRM Customers 52

Customer Alignment

OCTOBER 2, 2017

Establish customer, technology and industry influencing trends Build scenarios to respond to the empowered and digitally connected customer Define the role, balance and interplay of digital and human touchpoints in meeting customers changing needs Recognise organizational implications of digital optimisation and enablement Not much to do then!

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

Kustomer

SEPTEMBER 3, 2020

Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. As the market and customer changes, companies change. It’s almost by touchpoint, it sounds like, right? Nate Brown: (10:40).

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Integrity Solutions

SEPTEMBER 28, 2023

Engaged, loyal employees bring their best to work every day, and that’s what ultimately creates engaged, loyal customers. Customer Service Culture Should Permeate Every Touchpoint A reactive, end-of-lifecycle approach to customer service is old school thinking. Effective coaching is what closes the loop.

Customer Service Training 107

Customer Service Training Training Customer Service Contact Center 107