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

Lumoa

AUGUST 24, 2020

What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS

Customer Engagement 226

Customer Engagement Engagement Customers Measurement 226

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 83

Company Meeting Customers Interaction 83

GetFeedback

NOVEMBER 1, 2020

How to provide the best customer service and support during this unprecedented holiday season. Guides

Customer Service 359

Customer Service How To Customers 359

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The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Return on Investment

inSided

JANUARY 22, 2021

Today’s customers have high expectations, and in SaaS, selling never really ends. Customer SuccessB2B buying cycles are long and complex and a whopping 77% of buyers f eel like the process is very complicated and time-consuming.

Customer Success 52

Customer Success Consumers Customers B2B 52

Zeisler Consulting

JANUARY 14, 2021

We hear all the time that hiring is destiny: You have to be very careful when looking for new team members—especially those who are on the front-line and Customer facing—that they’re empathetic, Customer-focused, and just plain nice.

Customer Experience 52

Customer Experience Consulting Customer Focused Customers 52

InMoment XI

AUGUST 31, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. What Is Customer Retention?

Customer Retention 260

Customer Retention How To Telecommunications Transportation 260

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 Interaction Customer Experience Multi-Channel 62

Kayako

AUGUST 12, 2022

The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. Are you ready to deliver Friction-Free Customer Service?

Customer Service 247

Customer Service Ecommerce Effort Score Customer Satisfaction 247

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Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

Feedback

InMoment XI

SEPTEMBER 27, 2022

Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., Customer Journey Mapping.

Exercises 380

Exercises Customer Experience Conference Consulting 380

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 77

Customer Experience Tools Measurement Survey 77

Zeisler Consulting

JANUARY 28, 2021

Dear Customer: Thank you for your recent feedback. We always enjoy taking the time to better understand where we fall short of expectations as it offers us the opportunity to do something we love to do: Improve how we serve our Customers.

Customer Experience 52

Customer Experience Consulting Feedback Customers 52

InMoment XI

SEPTEMBER 21, 2021

There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers. With that in mind, we’re going to dive into a few things to bear in mind while creating more human and more connective customer relationships!

Customer relationships 390

Customer relationships Customer Experience How To Net Promoter Score 390

Speaker: Adam Cutler, Co-Founder of IBM Design, IBM Distinguished Designer, AI Design

AI is about helping us be the best version of ourselves. When will AI comprise the whole CX sector & people won’t connect with real customer concerns? Join Adam Cutler, Co-Founder of IBM Design, to learn why it’s quite the opposite.

Connections

InMoment XI

AUGUST 9, 2022

You have possibly come across this phenomenon in your customer surveying experiences. Asking the right question to get responses from customers is crucial to making surveys a valuable tool. What Are the Different Types of Customer Survey Questions? To measure customer experience.

Survey 359

Survey Feedback Net Promoter Score Effort Score 359

InMoment XI

AUGUST 31, 2022

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). Banks can and should engage with customers via CX surveys and other feedback methods to see what customers love about the experience and what might need a little tweaking.

Survey 365

Survey Banking How To eBook 365

Forrester Digital Transformation

JULY 14, 2022

Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention. B2B CX customer centricity Customer Engagement customer obsession

Customer Insights 83

Customer Insights Customer Success Ecommerce Strategy 83

InMoment XI

AUGUST 31, 2022

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). Banks can and should engage with customers via CX surveys and other feedback methods to see what customers love about the experience and what might need a little tweaking.

Survey 358

Survey Banking How To eBook 358

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The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.

Customer Service

InMoment XI

SEPTEMBER 28, 2022

For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. Using customer data to influence your business decisions will lead to a more streamlined, profitable banking organization that actively engages customers.

Banking 260

Banking Retail Data Customer Journeys 260

Alida

SEPTEMBER 29, 2022

You have the perfect product idea—one that customers will love—and the research about who your customers are. But just having the ideal product isn’t enough; you need to engage customers in a way that makes sense to them. Customer Experience

Software 130

Software Customer Engagement Engagement How To 130

Alida

SEPTEMBER 8, 2022

A customer-centric approach goes beyond selling products and services. It aims to understand the customer and establish long lasting relationships. Customer Experience

Customer Focused 130

Customer Focused Customer Centricity Customers Customer Experience 130

inSided

DECEMBER 16, 2020

While customer behavior and engagement preferences have already seen drastic changes in recent years, this year really upped the ante for CS teams around the globe. Let’s take a look at what we can expect of Customer Success as we head into 2021. Customer Success

Engagement 56

Engagement Trends Customers Customer Success 56

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Call Center

Heart of the Customer

MAY 17, 2022

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions.

Examples 78

Examples Customer Journeys Net Promoter Score Effort Score 78

Russel Lolacher

MAY 24, 2020

How can you possibly serve the needs of your employees or customers if you don’t do it with purpose and with an understanding of what’s truly important?

Customers 84

Customers Conference Course Analysis 84

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions.

Metrics 235

Metrics Innovation Customer Centricity Measurement 235

Alida

SEPTEMBER 22, 2022

Personalization and two-way communication are key to engage and build loyalty among your customer base. Customer Experience

Customer Engagement 130

Customer Engagement Tips Engagement Loyalty 130

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Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.

Retail

InMoment XI

MAY 31, 2022

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship.

Examples 372

Examples Customer Journeys Touchpoint Net Promoter Score 372

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Want to get more inspiration from customer experience leaders from every industry?

Customer Experience 234

Customer Experience Chief Customer Officer Resources Course 234

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves.

Knowledge Base 235

Knowledge Base Policies Airlines Customer Satisfaction 235

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. The customer is king” is an old saying, yet it has never been more relevant than it is now. Unhappy customers can swipe left or click a button, and poof ! Customer Experience

Customer Service 247

Customer Service Ecommerce Social Media Sports 247

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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Strategy

Forrester Digital Transformation

SEPTEMBER 1, 2022

Age of the Customer customer analytics and insights customer experience customer experience index (CX Index) Customer Experience Measurement Customer Insights customer obsession Data Analysis Data Insights

Meeting 82

Meeting Data Ecommerce Analysis 82