Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? I can almost picture the scene.

How To 208

How To Self Service Banking Customer Satisfaction 208

CX Journey

DECEMBER 13, 2017

Today, on a webinar with Logi Analytics , I am sharing tips on moving beyond data for the sake of data (and dashboards for the sake of dashboards). If you miss the webinar today, you'll still be able to access it on demand via the same link. Have a listen. And let me know what you think! Design cannot rescue failed content.

Data 112

Data Customer Experience Professionals ROI Analytics 112

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Providing CS training opportunities.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Confirmit

APRIL 15, 2019

Webinar Details. Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Director of Customer Experience, Ecore.

Customer Journeys 40

Customer Journeys Customer Experience B2C Roadmap 40

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. So retaining customers is more important than ever.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken. Hoffman, a graduate of St.

Customer Journeys 48

Customer Journeys Customer Experience e-support Case Study 48

Confirmit

JULY 10, 2019

Webinar Details. You need to respond to customers’ issues to give confidence that you will do the right thing by them. If they don’t trust – customers certainly won’t. Watch webinar. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Confirmit

JULY 10, 2019

Watch webinar. You need to respond to customers’ issues to give confidence that you will do the right thing by them. If they don’t trust – customers certainly won’t. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. With more trust.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Confirmit

JUNE 26, 2019

Webinar Details. You need to respond to customers’ issues to give confidence that you will do the right thing by them. If they don’t trust – customers certainly won’t. Faith Adams is an analyst at Forrester Research, serving Customer Experience Professionals. Thursday, July 11.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. Identifying Journey Steps. Data is the First Step .

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Natalie Petouhof

SEPTEMBER 22, 2016

But if they are doing all that, why do customer still report, in large part, that their experience of most brands is not up to snuff? What I discovered is that there are two groups of people that think about customer / digital experience, but in very different ways. So how could that be?

Omni-Channel 40

Omni-Channel Customer Experience Customer Experience Professionals Social Media 40

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Michel Falcon Experience

OCTOBER 21, 2015

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. It’s common for me to open my keynote speaking engagements by asking the audience two questions, so I can gain context around where they are at in their customer experience development plans.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Experience Investigators by 360Connext

MAY 24, 2017

There’s a part of your customer journey that is most likely inconsistent. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes calling the same customer service rep on a different day means having a completely different experience!

Hotels 125

Hotels Infographics Loyalty Programs Customer Journeys 125

Talkdesk

AUGUST 20, 2015

Modern customers expect a seamless customer service experience. Customers are more demanding than ever and more willing to defect after a poor experience. Customers now have the power to really impact your business more than ever before,” says Jim Tincher. It all begins with service,” said Tincher. “You

Loyalty 40

Loyalty Customer Experience Effort Score Call Center 40