mopinion

SEPTEMBER 11, 2018

TechTarget defines personalisation as a “means of meeting the customer’s needs more effectively and efficiently, making interactions faster and easier, and consequently, increasing customer satisfaction and the likelihood of repeat visits”. The good news is, there […].

Feedback 76

Feedback Customer Satisfaction Meeting Interaction 76

InMoment XI

DECEMBER 3, 2021

The road to more inclusive experiences is rarely straightforward, which is why it’s imperative for organizations to consider as many voices as possible along their inclusion journey. This will compel customers to forgive your mistakes and result in positive messaging for your brand. Mistakes Will Be Made.

Brands 493

Brands Social Media Travel Groups 493

Bob Hayes

OCTOBER 23, 2017

Download the free 22-page white paper by clicking the image. We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., Customer Program Components.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

mopinion

OCTOBER 23, 2017

The online customer journey in retail is going through a major transformation. Consumers are not only (increasingly) picking up their mobile phones to shop online, but they’re also looking for a more interactive experience with the brand, accompanied by a smooth purchasing process.

Retail 76

Retail Feedback How To Customer Journeys 76

InMoment XI

JANUARY 6, 2022

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. . The best way to sidestep this potential obstacle is to base your incentive rewards on customer feedback.

Rewards Programs 493

Rewards Programs eBook Report Feedback 493

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Analytics 488

Analytics Customer Insights Data Social Media 488

InMoment XI

APRIL 26, 2022

Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? Surveys are a direct line to find out and glean valuable information about your customers and your company. . How InMoment Can Help.

Survey 260

Survey Customer Experience Fashion Groups 260

Blake Morgan

FEBRUARY 1, 2023

But even with all of these changes and challenges, the best customer experiences are focused on one thing: people. It’s never been more important to understand your customers and be willing and able to change and evolve. Understanding Customers Understanding customers is now part of the game.

Trends 111

Trends Customer Experience Consumers Customers 111

InMoment XI

AUGUST 30, 2022

It’s every company’s dream to have loyal, lifelong customers. In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services. To put it simply, you need to understand their entire customer experience, from beginning to end.

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score Survey Effort Score 493

InMoment XI

SEPTEMBER 30, 2021

What do you want a customer experience (CX) survey invitation to do? Email survey invitations especially have a hard time convincing the customer to even open the invitation. Tip #1: Get the Survey Invitation to the Customer. Tip #2: Get the Customer to Notice and Open the Email Invitation.

Survey 493

Survey Tips Course Strategy 493

IntouchInsight

APRIL 12, 2018

There are several trends occurring across the world that are contributing to hyper-competition around customer experience. Increasingly educated and connected, consumers are empowered in their purchase decisions and expect consistent, high-value experiences.

How To 120

How To Trends Connections Consumers 120

InMoment XI

OCTOBER 12, 2022

A lot of folks believe that voice of customer (VoC) programs and market research mean the same thing—but they’re actually quite different! Breaking Down the Difference Between Voice of Customer & Market Research. What Is the Definition of Voice of Customer (VoC)? So, with that in mind, let’s get into a quick primer!

Voice of Customer 295

Voice of Customer Marketing Social Media Feedback 295

InMoment XI

SEPTEMBER 29, 2022

For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions.

Banking 493

Banking Retail Data Omni-Channel 493

Inbenta

APRIL 10, 2024

How Banks Can Leverage AI to Improve Self-Service, NPS and Customer Experience at Scale When customers think about their banking relationships, what do they prioritize? It turn out quality customer service ranks higher than most other priorities, including branch locations or sign-up bonuses.

Self Service 52

Self Service Banking Case Study NPS 52

Centriam Customer Experience Lab

AUGUST 23, 2018

Centriam’s Data Science team recently authored a new white paper on the massive opportunities for modern machine learning algorithms to improve customer experience.

Customer Experience 150

Customer Experience Analytics Survey Report 150

Vonage

JUNE 23, 2017

Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Both are part of the customer experience (CX). So, which customer experience would you rather create?

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

My Customer

MAY 12, 2023

The following article is an excerpt of a White Paper by Customerization ’s Kira Tchernikovsky. Kira is the co-founder and CMO of this. 12th May 2023 By Thomas Wieberneit Consultant, Analyst, Advisor, Solution.

Customer Experience 52

Customer Experience Consulting Customers 52

InMoment XI

JUNE 15, 2022

Over our decades of experience improving customer and employee experiences with the world’s most beloved brands, our experts have collected plenty of best practices and compiled them into various resources to help you inform your efforts! When to Send a Traditional Employee or Customer Experience Survey.

Survey 260

Survey Consulting Feedback Course 260

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 82% describe the customer service process as being a lot of effort.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

NICE inContact

FEBRUARY 24, 2021

In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions.

Meeting 167

Meeting Consumers Healthcare Contact Center 167

Confirmit

MARCH 6, 2017

A well-designed and executed Voice of the Customer program is at the heart of any customer experience endeavor. Voice of the Customer. But a VoC program does not simply appear, fully-formed at the heart of any organization, no matter how well planned it is.

Leadership 40

Leadership Financial Customer Experience Customers 40

ijgolding

JULY 24, 2018

‘Culture by design’, a white paper by Pelorus Jack and prominent academics from Cranfield School of Management , explores how to connect organisations with their customers to create a consistent, world-class customer experience that leads to sustained commercial success. You can download the whitepaper here.

Culture 123

Culture Customer Experience Management Employee Engagement 123

InMoment XI

OCTOBER 7, 2021

In the customer experience world, most goals are “outcome goals” versus “performance goals.”. customer contact center call, product purchase experience, etc.), customer likelihood to recommend the brand, customer relationship satisfaction with the brand, or customer retention/repurchase behavior.

Effort Score 493

Effort Score Measurement Trends Customer Retention 493

NICE inContact

JULY 26, 2019

With nearly every major player in customer experience utilizing AI to increase their capabilities and improve results, now is the time to get on track and make practical investments for proven results in your organization. Customers want proactive communications. Customer desire for personalization isn’t new.

Contact Center 137

Contact Center Chatbots Call Center Analytics 137

InMoment XI

FEBRUARY 10, 2022

And that’s why you need to invest in a platform that will allow for the customization your brand needs. If you’re interested in learning more about how to sharpen your approach to AI for regulatory compliance, read the full white paper where we also include specific case examples! Wrapping It Up.

Financial 260

Financial Technology Examples Analytics 260

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. They do this by first listening “(across channels) to understand customer intent.

Social Media 28

Social Media Customer Experience Interaction System 28

Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. Download The Article.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Many factors affect how it works and what it does to customer behavior. We couldn’t agree more.

Customer Experience 88

Customer Experience Consulting Financial Customers 88

Clarivate

DECEMBER 18, 2023

On-demand webinar: The future of the IP legal profession: Balancing the rise of AI with human expertise In the next three to five years, the legal space will likely look and operate differently than what intellectual property professionals experience today.

Resources 59

Resources Case Study Innovation Report 59

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty. The first paradigm is “we know what our customers want.

B2C 179

B2C B2B Customer Satisfaction Industry 179

Seaton CX

MAY 24, 2023

But is the customer experience getting any better? According to an IDC white paper published in January 2022 , 87% of companies believe they provide an excellent customer experience—but only 11% of customers agree. His goal was to improve the customer experience, but instead he made it worse.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 59

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. Top 14 Tips for Connecting with Customers from CMOs by Sarah Franklin. It’s a video.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. The mantra is a simple phrase—one sentence or less—that sums up your customer service culture.

Customer Service 123

Customer Service Customer Experience Tips Social Media 123