Comm100

FEBRUARY 25, 2020

Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? Any new data can be fed back into this database, ensuring an ongoing, up-to-date view of your customer.

Social Media 130

Social Media Omni-Channel CRM B2B 130

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 82% describe the customer service process as being a lot of effort.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Hero Digital

OCTOBER 5, 2019

As you think through the ideal path your target customer will take to purchase, there are some key questions you’ll want to ask: How are you generating awareness around your products? do your target customers look to for information? How many touchpoints—the places your target customers engage with you—are you reaching?

B2B 40

B2B Touchpoint Multi-Channel Strategy 40

ENGAGE.cx

OCTOBER 28, 2015

Here’s the problem: Multi-touch attribution modeling uses a linear progression of events to assign value to each customer touch point in a marketing campaign. Most companies would likely agree that customer engagement, purchase history, sentiment, and brand advocacy would be good metrics for identifying a “good customer.”

Multi-Channel 40

Multi-Channel Ecommerce Groups Metrics 40

Bold360

MARCH 23, 2017

Using a bot needs to be simpler than any other channels available to satisfy the customer’s need. If you can simply send off a line of text and get the answer you’re looking for about opening hours or product price, that’s efficient and likely to encourage customer engagement. Interested in bots?

Omni-Channel 58

Omni-Channel Self Service Customer Service Chatbots 58

Confirmit

MAY 29, 2018

Understand your customers’ expectations better. Evaluate (and prevent) the risk of your customers churning. Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. When to Collect the Voice of the Customer?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

NobelBiz

FEBRUARY 13, 2024

Implementing NobelBiz’s sophisticated IVR systems means not just meeting but exceeding customer expectations for self-service. This technology ensures that your IVR system is not just a tool for routing calls, but a comprehensive solution for enhancing customer engagement and loyalty. RELATED ARTICLE What is IVR?

Call Center 59

Call Center Self Service Software Contact Center 59

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Companies need to focus on the touchpoints which are most influential.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60