GetFeedback

JANUARY 19, 2021

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

Touchpoint 195

Touchpoint Customer Journeys Customer Experience Customers 195

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 52

Company Meeting Customers Insurance 52

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

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

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

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 47

Tips Customer Service Customer Experience Sales 47

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 156

Meeting Connections Communication Customer Experience 156

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

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 213

Customer Experience Net Promoter Score Exercises Sports 213

Steve DiGioia

JANUARY 18, 2021

And how does this affect the customer experience? The McDonald’s Hot Coffee Case and the Customer Experience. “In McDonald’s admitted it did not warn customers of the nature and extent of this risk and could offer no explanation as to why it did not.”.

Customer Experience 184

Customer Experience Policies Report Course 184

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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

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 195

Loyalty Customer Service Customer Experience Customers 195

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

Storyminers

JANUARY 12, 2021

The post The Future of Customer Experience – Virtual Course appeared first on StoryMiners. Presentations

Course 130

Course Customer Experience Customers 130

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

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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

eglobalis

DECEMBER 25, 2020

Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity.

Brands 133

Brands Customer Centricity Employee Experience Customer Experience 133

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want to predict the experience I’m going to have with the people and places I do business with. It is, but this is good monotony—the kind of monotony our customers like.

Customer Confidence 199

Customer Confidence Customer Experience Hospitality Customer Service 199

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

Experience Investigators by 360Connext

OCTOBER 6, 2020

Customer Experience 143

Customer Experience Customers 143

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

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

NOVEMBER 30, 2020

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

Trends 352

Trends Customer Change How To Customer Experience 352

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. Feed generated with FetchRSS

Customer Experience Management 236

Customer Experience Management Customer Experience Management Customers 236

Craig James

OCTOBER 12, 2020

B2B 217

B2B Customer Experience Customers 217

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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

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

Customer Bliss

DECEMBER 16, 2020

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Deliver a One-Company Experience. After all, customer experience at its core is about #LEADERSHIP.

Leadership 191

Leadership Customer Experience Tips Survey 191

Wired and Dangerous

NOVEMBER 16, 2020

Connect with one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. How can you make a strong emotional connection with customers? How customer-friendly is your technology?

Customer Experience 105

Customer Experience Connections Consulting Communication 105

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

Lumoa

OCTOBER 21, 2019

Employee Experience 326

Employee Experience Customer Experience Customers 326

eglobalis

NOVEMBER 14, 2020

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

Employee Experience 111

Employee Experience Customer Experience Loyalty Customer relationships 111

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them. [Originally published in Forbes.com.

Customer Service 224

Customer Service Hospitality Consulting Customer Experience 224

TechSee

JULY 18, 2019

You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes. Customer effort matters.

How To 166

How To Customer Experience eBook Wireless 166

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Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Communication

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 179

Customer Experience Customers Customer Experience Management Leadership 179