GetFeedback

JANUARY 19, 2021

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

Touchpoint 290

Touchpoint Customer Journeys Customer Experience Customers 290

Interactions

OCTOBER 8, 2020

Think back to a bad customer experience that you’ve had. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey. And if you’re thinking, what does a disjointed customer journey have to do with a rude agent? Customer Experience

Customer Journeys 62

Customer Journeys Customer Experience Customers Multi-Channel 62

Hello Customer

JANUARY 22, 2021

Physical customer interactions have been reduced to almost 0. Companies increasingly have to service their customers via digital channels. How do you know if you still reach your customers? And does the digital experience meet your customer’s needs?

Company 83

Company Meeting Customers Interaction 83

Lumoa

FEBRUARY 13, 2020

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Customer Experience 341

Customer Experience Customer Experience Management Management Customers 341

Speaker: Mike Ellis, Vanilla Forums Marketing Manager

What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.

Customer Experience

GetFeedback

MARCH 30, 2021

How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Guides

Customer Experience Management 212

Customer Experience Management Management Customer Satisfaction Loyalty 212

Lumoa

JANUARY 30, 2020

We share best practices on how to prioritize customer experience initiatives. You have to consider which initiatives have the most potential to impact customer effort for your priority customers.

How To 309

How To Customer Experience Resources Customers 309

Kerry Bodine

DECEMBER 30, 2020

Because as it turns out, customer experience is even more important during a pandemic than it ever was before. Number 9: 5 Steps To Mapping The Customer Journey. Number 8: The Customer Journey DOES NOT EQUAL The Customer Lifecycle. It’s been… a year.

Customer Experience 203

Customer Experience Roadmap Touchpoint Trends 203

Experience Matters

OCTOBER 2, 2018

In this eBook, Humanizing Customer Experience, you will learn about: The Six Key Traits Of Human Beings that are important to understand how people think, feel, and act. The post eBook: Humanizing Customer Experience appeared first on Customer Experience Matters®. Customer experienceTemkin Group has labeled 2018 “The Year of Humanity.”

eBook 199

eBook Customer Experience Groups Strategy 199

NICE inContact

JANUARY 21, 2021

Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience.

Meeting 197

Meeting Customer Experience Connections Communication 197

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One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Customer Satisfaction

Helen Dewdney

NOVEMBER 12, 2020

Search well and you can find lots of help in improving your customer service and experience, sales etc. Perhaps a customer is best placed to advise you on how to improve the customer experience and show who you are missing when you gain feedback and how you can improve your sales.

Tips 51

Tips Customer Service Customer Experience Sales 51

NICE inContact

MAY 4, 2021

In the business world, customer experience has long been the focus of many efforts. Customer Experience

Brands 156

Brands Customer Retention Marketing Customer Experience 156

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers.

Net Promoter Score 118

Net Promoter Score Customer Experience Fashion Metrics 118

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team.

Customer Experience 421

Customer Experience Net Promoter Score NPS Touchpoint 421

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Meeting

eglobalis

JANUARY 27, 2021

Customer Experience and Adoption The Impact of Technology Change Requests. The post Customer Experience and Adoption: The Impact of Technology Change Requests appeared first on Eglobalis.

Technology 122

Technology Customer Experience Measurement Metrics 122

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And,

Sports 152

Sports Customer Experience Consulting Policies 152

Lumoa

OCTOBER 21, 2019

Employee Experience 324

Employee Experience Customer Experience Customers 324

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers.

Customer Experience 162

Customer Experience Contact Center Metrics Feedback 162

Speaker: Daniel Quick, Head of Customer Education, Asana

Every day, customers are faced with a multitude of different, often competing, priorities and your training program is no exception. It’s critical that both your content and your learning experience are highly engaging. In this Skilljar webinar, Daniel Quick, the Head of Customer Education at Asana, will share how he brings his background in game design into Customer Education, and help you do the same.

Training

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. What did customers love?

Customer Experience 212

Customer Experience Net Promoter Score Exercises Sports 212

NICE inContact

JANUARY 18, 2021

Customer ExperienceAs anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be.

B2B 156

B2B Insurance Technology Customer Experience 156

IntouchInsight

JUNE 19, 2019

In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience

Conference 187

Conference Customer Experience Brands Customers 187

GetFeedback

AUGUST 5, 2020

Simplifying CX YouTube series episode on the difference between digital experience and customer experience. Videos

Customer Experience 247

Customer Experience Video Customers 247

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A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How To

Experience Matters

MARCH 20, 2019

As you think about your experience management (XM) efforts, it’s important to understand how people flow through the experiences in their lives — as customers, employees, patients, fans, citizens, students, etc. To help deepen that understanding, I’ve created a simple model, the Human Experience Cycle (HxC). Experiences: What actually happens to a person during an interaction. Customer experience XM - Experience Management

Customer Experience 261

Customer Experience Interaction Management Customers 261

Experience Matters

FEBRUARY 25, 2020

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. So I’m introducing a new manifesto: Experience Matters. The post My Manifesto: Experience Matters appeared first on Experience Matters. Customer experience

Customer Experience 223

Customer Experience Course Report Company 223

Lumoa

APRIL 27, 2020

Digital customer experience is the online experience and the journey your customers go through while interacting with your brand.

Online Experience 216

Online Experience Customer Experience Customer Expectations Technology 216

Lumoa

JUNE 24, 2020

Get inspired by these 60 customer experience quotes from well-known leaders and motivate your team to become more customer-focused. Feed generated with FetchRSS

Customer Focused 208

Customer Focused Customer Experience Customers 208

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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Contact Center

Experience Investigators by 360Connext

OCTOBER 6, 2020

Customer Experience 143

Customer Experience Customers 143

GetFeedback

DECEMBER 7, 2020

Customer feedback prompted changes that resulted in month-over-month revenue growth for Mylo. Customer Stories

Feedback 244

Feedback Customer Experience Customers 244

Lumoa

AUGUST 10, 2020

Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty. Feed generated with FetchRSS

Loyalty 193

Loyalty Customer Service Customer Experience Customers 193

Customer Bliss

MARCH 12, 2019

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did last year with my good friend Laura Ortman—chief customer officer of Equinix —in which we discussed a wide range of topics including the future of customer experience, our role as customer experience leaders, and the experiences of women in leadership. . What’s the State of Customer Experience?

Customer Experience 215

Customer Experience Chief Customer Officer Leadership Video 215

Speaker: Skilljar Experts

The best onboarding programs have a super power: they’re constantly improving. Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience, and by collaborating with the best Customer Education professionals in the world. In our upcoming webinar, we’re going to share these learnings with you.

Customer Experience

NICE inContact

OCTOBER 10, 2019

If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. I can even think back to great experiences I’ve had with mint chocolate chip ice cream ever since I was a boy in a bathing suit. Talk about customer retention. Customers who have positive associations with a brand are more loyal because they know they can rely on that brand for a positive experience. Customer experience isn’t a one-time thing.

Customer Retention 176

Customer Retention Customer Experience Brands Contact Center 176