Totango
NOVEMBER 27, 2023
However, a customer’s health score is constantly shifting. To do this, Dishman recommends keeping focus across all of your touchpoint teams (CS, marketing, product, sales, etc.) on the aspects of your product that are most helpful to your customers and then doubling down on those.
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 depends on avoiding complacency. Customers change, and your approaches to CX must change with them.
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Michelli Experience
SEPTEMBER 4, 2018
My team and I, have helped many businesses understand not only the elements of a journey map but also the why and how of map creation, persona-development, and the optimal branded experience principles that should be delivered at key customer touchpoints.
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.
SurveySensum
MARCH 14, 2024
After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys. What Are Customer Satisfaction Surveys?
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.
Avaya
MAY 23, 2017
Businesses must ensure customers are placed with the right resource at the right time, whether it’s in a contact center or non-contact center environment. The key is being able to openly share customer data across all teams, processes and customer touchpoints.
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