GetFeedback

JUNE 12, 2019

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. But now that my job consists of diving into the mysterious, new industry of customer experience and emerge with clear concise answers for CX professionals, I’ve decided to it’s time I tackle CX versus UX versus UI.

User Experience 203

User Experience Customer Experience Interaction Touchpoint 203

GetFeedback

FEBRUARY 15, 2019

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers.

Strategy 344

Strategy Customer Experience Net Promoter Score Social Media 344

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.

Customer Experience 236

Customer Experience Hospitality Customer Journeys Return on Investment 236

Omnicus

AUGUST 13, 2018

Customer ExperienceLessons Learned Through Laughter.

Customer Experience 246

Customer Experience Customers 246

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Customer Experience

Wired and Dangerous

JUNE 10, 2019

Today’s customer is very different from customers of the past. Customers today are Picky –more cautious in their choices. 44% of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up!

Loyalty 169

Loyalty Hospitality Customer Experience Hotels 169

Centriam Customer Experience Lab

FEBRUARY 14, 2019

Managing customer experience has become increasingly difficult because an organization's experience is impacted by nearly every department. Customer experience strategy CX tools and technology

Tools 344

Tools Customer Experience Management Technology 344

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company.

Customer Experience 314

Customer Experience Metrics Net Promoter Score Touchpoint 314

IntouchInsight

MAY 16, 2019

CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience

Customer Experience 263

Customer Experience Customers 263

ijgolding

APRIL 23, 2019

As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX. Experiencing your customer & employee journeys. Customer Journey Management.

Video 276

Video Customer Experience Training Communication 276

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Customer Satisfaction

Customer Bliss

MARCH 12, 2019

What’s the State of Customer Experience? Laura: I know you spend a lot of time talking to CX leaders as well as chief customer officers. Tell everyone: where do you see CX—the state that customer experience is in—right now across the industry?

Customer Experience 244

Customer Experience Chief Customer Officer Video Leadership 244

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 254

Customer Experience Interaction Management Customers 254

ijgolding

AUGUST 6, 2018

The irony (life is full of so many of them) in me choosing to make use of travelling time to write about my favourite subject, is that the experience of travelling on either a train or an aeroplane is rarely one that I will remember. A rather important customer need.

Customer Experience 181

Customer Experience Travel Transportation Airlines 181

Omnicus

SEPTEMBER 26, 2018

Customer ExperienceSource.

Customer Experience 209

Customer Experience Customers 209

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Customer Experience

GetFeedback

MAY 7, 2019

Things are no different when it comes to client expectations regarding customer service. Deploying an effective online knowledge base is one way to ensure that your customers are delighted every single time when they approach your customer support. Customer Experience

Knowledge Base 278

Knowledge Base Customer Experience Training Software 278

Kristina Evey

APRIL 2, 2019

Episode 55 Show Notes – Blake Morgan Discusses Customer Experience Customer Experience expert Blake Morgan joins me on this episode … Read More Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights. The post Episode 45 – Customer Experience Futurist Blake Morgan Shares Her Insights appeared first on Kristina Evey.

Customer Experience 203

Customer Experience B2B Employee Experience Customer Experience Management 203

Experience Matters

MAY 24, 2018

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. The post Mastering Customer Experience Metrics (Infographic) appeared first on Customer Experience Matters®. CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience CX measurement Infographic

Metrics 245

Metrics Infographics Measurement Customer Experience 245

GetFeedback

JANUARY 24, 2019

Today’s customers have high expectations for support. In order to meet this demand, your team needs modern customer support tools that aid their efforts in providing the best customer experience possible. Live chat customer support. Robust customer survey tools.

Tools 247

Tools Customer Experience Knowledge Base Net Promoter Score 247

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HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. EXPERIENCE IN AN. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo.

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Kayako

FEBRUARY 19, 2019

We recently interviewed Lisa Bodell, award-winning author and CEO of FutureThink, and picked her brain on customer experience tips and innovative approaches. How would you define Customer Experience ? Would they say they were treated like a customer, or like a transaction?

Tips 193

Tips Customer Experience Innovation Feedback 193

Kristina Evey

JANUARY 17, 2019

Knowing … Read More Be the Customer Experience Disrupter. The post Be the Customer Experience Disrupter appeared first on Kristina Evey. Customer Experience Management Leadership UncategorizedBeing a business owner or leader requires a paradigm shift around comfort… You must become comfortable with being uncomfortable.

Customer Experience 180

Customer Experience Customers Customer Experience Management Leadership 180

GetFeedback

JUNE 3, 2019

In order to achieve that though, it is important to make sure that you are providing your customers with the best services possible. Having a good customer experience with the content you share is important for your customers to feel closer to your brand and more eager to interact with you.

Marketing 212

Marketing How To Customer Experience Tips 212

Experience Matters

SEPTEMBER 30, 2015

As part of Temkin Group’s CX Day celebration , we created a new video, Customer Experience Matters ®. It shows the value and power of customer experience. The bottom line : Customer experience really matters. CX Day is less than one week away!

Video 340

Video Customer Experience Groups ROI 340

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MaritzCX

JUNE 17, 2019

Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry.

Trends 260

Trends Employee Experience Loyalty Industry 260

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 169

eBook Customer Experience Groups Strategy 169

Customer Bliss

AUGUST 24, 2017

I have said this over the years, and recently, several of my podcast guests have also discussed it: there is an ever-increasing need to think of employees as customers as well, i.e. internal customers. How could we make candidate experience better?

Customer Experience 255

Customer Experience Study Customer Retention Brands 255

Michelli Experience

DECEMBER 28, 2016

Infographics 229

Infographics Customer Experience Consulting Employee Engagement 229

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How do you go about creating an awesome customer experience strategy that works for your own customers Take a second to reflect on the brands you love.

Strategy

Experience Matters

AUGUST 23, 2018

This video explains The Six Laws of Customer Experience. Video Script: Just like the laws that govern physics, there are a set of fundamental truths that explain how organizations treat their customers.

Video 262

Video Infographics eBook Government 262

GetFeedback

APRIL 18, 2019

With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase. Benefits of great customer experience. Omnichannel customer servicing. Customer feedback collection.

How To 244

How To omnichannel Customer Experience Guidelines 244

Kristina Evey

DECEMBER 5, 2017

LISTEN to your Customers. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. LISTEN to the customer.

Customer Experience 459

Customer Experience Feedback Customer Retention Customers 459

Kristina Evey

SEPTEMBER 13, 2018

One of the main drivers of customer defection is irritation. When customers experience frustration and irritation with a company, they begin to look elsewhere. Where do your customer possibly experience irritation and frustration when working with your company?

Customer Experience 219

Customer Experience Conference Customers Connections 219

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topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

Contact Center

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.

How To 259

How To Measurement Customer Experience Customer Journeys 259