InteractionMetrics
APRIL 16, 2024
Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. If you misunderstand the customer experience, any strategy to improve it will fall short.
Blake Morgan
JUNE 13, 2023
Most companies understand the importance of their frontline workers interacting with customers daily. But how many will build a customer experience strategy around them? It’s all in the name of trust and customer-centricity. For regular updates on customer experience, sign up for her weekly newsletter here.
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InMoment XI
FEBRUARY 7, 2024
What is Integrated CX Integrated CX platforms unify customer feedback signals from a multitude of feedback signals (listed below), blending them into a cohesive whole. This method represents a novel and comprehensive strategy for an industry that, for many years, has predominantly focused on survey data, offering a limited perspective.
CSM Magazine
OCTOBER 25, 2016
My research over the last ten years has led to me uncovering a series of six simple, but remarkably effective strategies that will position organizations to keep customers coming back after even the worst has happened. When given this second chance, companies must bend over backwards to fix the problem and restore customer confidence.
ShepHyken
JUNE 8, 2022
Maybe you’re brainstorming a new product or coming up with a new strategy. It’s usually just “little things” – details that often are almost unnoticed – that give our customers confidence and help create customer amazement. . They are also important to our customers, whether they know it or not.
CSM Magazine
NOVEMBER 4, 2022
That’s according to new research from gig customer service (GigCX) platform Limitless , which surveyed 250 customer service leaders in the UK and US to determine whether the industry has reached a ‘tipping point’ amidst recession fears. Customer confidence is crumbling in the current environment .
Kayako
JULY 28, 2022
Instead of more choices and channels, companies should optimize a self-service process that: Prioritizes customers’ ability to resolve their problems via self-service. Gives customers confidence they can resolve their issue, so they don’t abandon the attempt too early. What is Knowledge Management?
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