GetFeedback

JANUARY 19, 2021

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

Touchpoint 355

Touchpoint Customer Journeys Customer Experience Customers 355

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?

Meeting 82

Meeting Company Customers Interaction 82

Alida

AUGUST 6, 2021

Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with.

Customer Experience 198

Customer Experience Customer Insights Company Customers 198

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 Multi-Channel omnichannel 62

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Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Contact Center

Help Scout

SEPTEMBER 7, 2021

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. Step 1: Define customer service quality for your company. What if those customers don’t agree with each other’s assessments of your service?

Customer Experience 85

Customer Experience Tools Measurement Survey 85

Zonka Feedback

OCTOBER 5, 2021

A growth-oriented business always keeps its customers at the heart of the business. They are always in tune with the customers’ needs by listening to their feedback and suggestions. Customer Experience

Customer Experience Management 81

Customer Experience Management Management Feedback Customer Voice 81

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 65

Tips Customer Service Customer Experience Sales 65

Alida

JULY 22, 2021

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

Insurance 200

Insurance Study Customer Journeys Customer Experience 200

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 333

Customer Experience Customer Experience Management Management Customers 333

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.

Customer Journeys

Alida

JULY 29, 2021

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

Policies 200

Policies Customer Experience Brands Customer Service 200

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

Customer Service 252

Customer Service Loyalty Customer Experience Customers 252

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.

Customer Experience 249

Customer Experience Meeting Connections Communication 249

Alida

SEPTEMBER 8, 2021

Honoring the principle “customers as assets” connects volume and value to customer experience ROI and growth. Customer Experience

ROI 130

ROI Measurement Connections Customer Experience 130

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.

Customer Care

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 137

Net Promoter Score Customer Experience Fashion Metrics 137

NICE inContact

AUGUST 30, 2021

Customer Experience Contact Center Management OmnichannelA couple of years ago, my wife, two daughters, and I took to the high seas aboard a Disney Cruise along with Elsa, Mickey, and all the other who’s-who of Disney favorite characters.

Customer Expectations 156

Customer Expectations Customer Experience Customer Service Contact Center 156

Alida

JUNE 14, 2021

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

Employee Engagement 130

Employee Engagement Engagement Metrics Customer Satisfaction 130

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

Customer experience has become an essential part of any company's success, but arguably more so in Business to Business (B2B). Not only is it critical to growth, but it can lead to increased efficiency, happier customers, and higher profitability.

B2B

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

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 215

Customer Experience Policies Report Course 215

GetFeedback

DECEMBER 7, 2020

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

Feedback 292

Feedback Customer Experience Customers 292

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 302

How To Customer Experience Resources Customers 302

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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

Steve DiGioia

AUGUST 2, 2021

But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers. An Opportunity to Enhance the Customer Experience. Play a brief video of the owner welcoming customers into the store.

Sports 176

Sports Customer Experience Video Course 176

CX Accelerator

MARCH 14, 2019

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 292

Customer Experience Guidelines ROI Financial 292

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,

Customer Experience 220

Customer Experience Sports Consulting Policies 220

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

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.

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

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 186

Conference Customer Experience Brands Customers 186

NICE inContact

JULY 26, 2021

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."

Contact Center 231

Contact Center Call Center Strategy Customer Experience 231

Alida

AUGUST 31, 2021

An increasing number of companies are transforming product development by embracing a design method that puts the customer first. Customer Experience Product Experience Tech Industry

Innovation 130

Innovation Customer Experience Company Industry 130

Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA

In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation. Do you establish customer and company partnerships, where both sides win?

Culture

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