What Are Customer Touchpoints?

GetFeedback

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

How L&Q improves customer experience by listening to diverse voices

Alida

Since everyone can, in an instant, compare companies on all things related to the customer experience , delivery time, customer service, return policies, and even branding are included in the decision process. Customer Experience

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Customer Experience for Insurance Providers Requires a Human Touch

Alida

Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. They aren’t sufficiently demonstrating that they understand their customers. Customer Experience

Do Your Digital Transformation Efforts Meet Your Customers’ Needs?

Hello Customer

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?

The Modern Customer Success Playbook

The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. Quarterbacking your customers to long-term success and growth is proven to combat churn and transform customer success teams into revenue-drivers. But where do you start? Download the playbook today!

CX maturity playbook: Customer experience strategy

GetFeedback

Actionable insight to uplevel your customer experience strategy approach. Tools

How to improve customer experience in ecommerce

GetFeedback

Learn how to provide customers with a great ecommerce experience and discover ways to optimize your website. Guides

4 Ways To Avoid a Disjointed Customer Journey

Interactions

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

How Employee Engagement Helps Drive Customer Experience

Alida

An engaged workforce is the key to a better customer experience (CX). Plus, you’ll likely see 10% higher customer satisfaction metrics. Customer Experience Employee Experience Brand Experience

What's The Difference Between Digital Experience and Customer Experience?

GetFeedback

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

Data-Driven Marketing 101

This eBook highlights how data-driven strategies empower marketing campaigns through personalization tactics.

5 Great Customer Experience Automation Cases

Lumoa

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.

5 Steps to Building a Seamless Customer Experience

Alida

A seamless customer experience gets delivered when you answer the questions your customer is asking. Customer ExperienceIt’s as simple as that. Getting there, however, takes a lot of work.

Mylo drives positive customer experience with GetFeedback

GetFeedback

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

Customer Experience vs. User Experience vs. User Interface

GetFeedback

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.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty.

The comprehensive guide to improving retail customer experience

GetFeedback

Retail customer experience is critical for your business. Learn how customer expectations are changing and how to measure and improve their experiences. Guides

Retail 195

How to Prioritize Customer Experience Initiatives

Lumoa

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 305

eBook: Humanizing Customer Experience

Experience Matters

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.”

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Improve Customer Experience with the Help of These 4 Teams

Kayako

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.

Using Customer Reviews, Advocacy, and Referrals in Your Journey Map

Speaker: Jeremy Boudinet, Marketing Manager, Nextiva

Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. But if you have to beg a customer to give a review or referral, you're doing it wrong. Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. The best customer experiences go beyond the sale. Join Jeremy Boudinet, Marketing Manager of Nextiva, and learn the tools for getting that glowing review.

The Power of Employee Experience

Alida

In an increasingly competitive market, homing in on the employee experience (EX) can differentiate your brand and result in a better end result for your customers. Customer Experience Employee Experience

How to use a customer experience maturity model

GetFeedback

How to use a customer experience maturity model to assess the current state of CX in your business, diagnose areas that need improvement, and guide your experience strategy.

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2 Quick wins for digital customer experience transformation

NICE inContact

Or, if you’re ready to transform your customer experience and build relationships that last, speak to one of our digital experts to help get you started For more information about modern call center design, download "The state of contact center transformation in the new digital world."

The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? The bottom line is that Customer Experience Management as a practice is struggling to demonstrate ROI. There is no doubt that Customer Experience work requires charismatic social skills to be successful.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

5 customer experience trends to watch for in 2021

GetFeedback

How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions. Guides

Trends 353

10 Top Tips for Avoiding Complaints and Managing Them

Helen Dewdney

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.

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Customer Experience Indexes: Modern Thinking

ClearAction

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.

Building a Successful Customer Experience Strategy

GetFeedback

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers. What is customer experience (CX)?

Hybrid CX (Pt 2): Including The Human Element As You Go Digital

Speaker: Colin Shaw, Founder & CEO, Beyond Philosophy

The trend in customer experience is taking a turn towards digital, but charging headlong down this path could potentially be a mistake. In this webinar, Colin Shaw will explain to you how the human side of a customer's experience can drive significant value, and how you can fit that human element into your new digital experience. Tune in to ensure that you digitize the parts of the experience that can be digitized - and to identify the parts that need a human touch!

A Great Customer Experience Starts With a Great Employee Experience

Lumoa

The Catalogue of Customer Experience Metrics

GetFeedback

The most popular CX metrics catalogued by purpose and best use case. Guides

Humanizing the Customer Experience

IntouchInsight

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

Top 10 Customer Experience Posts of 2020

Kerry Bodine

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.

Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.

Marketing Can’t Save The Customer Experience

Omnicus

Customers don’t become loyal to your brand because your marketing is excellent. Excellent customer service experiences drive a great customer experience. It drives customer awareness, helps build top of mind, influences our buying behavior, and significantly impacts brand recognition and brand reputation. Customer ExperienceThey become loyal because you take good care of them.