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 271

Customer Engagement Engagement Customers Measurement 271

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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Creating a strong customer experience is now one of the most important priorities businesses focus on. Time to take a customer-first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

Customer Journeys

C3Centricity

JANUARY 20, 2023

If you’re a regular visitor here, then you know very well the importance of adopting a customer first strategy. Over the years, […] The post Top 2022 Posts on Adopting a Customer First Strategy first appeared on c3centricity.

Strategy 249

Strategy Customer Centricity Connections Customers 249

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

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. What Is Customer Satisfaction?

Customer Satisfaction 208

Customer Satisfaction Measurement Tips Groups 208

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

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Smart companies are spotlighting the employee experience, as much if not more, than they are on the customer experience. Treating customers poorly during a downturn may harm your brand when economic times turn bullish.

Customer Experience 230

Customer Experience omnichannel Government Technology 230

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Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Keeping customers around for as long as possible to sell them as much as possible is a great aspiration, but as I’m sure you’re aware, it’s much easier said than done.

ROI 382

ROI Social Media Tips Connections 382

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Map Your Current Customer Journey 3.

How To 208

How To Customer Experience Net Promoter Score Metrics 208

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

APRIL 6, 2022

Instead, there could be a problem with the customer journey. Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. What Is the Customer Journey? A Customer Journey Example.

Customer Journeys 330

Customer Journeys Touchpoint Customers Brands 330

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The Customer Education Maturity Model was developed from an extensive industry study and delivers a comprehensive guide to moving the needle on your program including a roadmap for growth and the common stages, and barriers, of program development.

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Lumoa

OCTOBER 20, 2022

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . Why is customer satisfaction important?

Customer Experience 273

Customer Experience Banking Retail Customer Satisfaction 273

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

Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . As we slowly progress to a post-pandemic reality, customers expect the same type of attention and service to continue.

Customer Experience 227

Customer Experience Telecommunications CEM Net Promoter Score 227

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. What Is Voice of the Customer?

Voice of Customer 403

Voice of Customer Examples Strategy Net Promoter Score 403

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Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!

Survey

IntouchInsight

NOVEMBER 10, 2022

If you’re reading this, we can assume you know the importance of customer experience in driving brand growth and revenue. But today, it's easy to suffer from opportunity overload when deciding how to improve your customer experience programs.

Customer Experience Management 245

Customer Experience Management Management Customer Experience Tools 245

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. And I decided that the reluctance to call customer support came down to three factors: .

Customer Experience 378

Customer Experience Measurement Call Center Financial 378

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. For example: What do we do to promote the customer experience?

Customer Experience 254

Customer Experience How To Metrics ROI 254

IntouchInsight

NOVEMBER 18, 2022

Customer Experience Management Customer Experience MeasurementYou’ve probably heard people talking about the metaverse over the past year. From Facebook rebranding as Meta to Taco Bell hosting a virtual reality wedding — there's been no shortage of news.

Customer Experience Management 221

Customer Experience Management Management Customer Experience Measurement 221

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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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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 385

Customer relationships Customer Experience How To Net Promoter Score 385

Lumoa

DECEMBER 8, 2022

The dashboard where you can monitor what customers say in real-time. By using this feature, you will learn much more than you ever thought possible and be more capable of “owning the market” The post How to use public reviews to improve customer experience appeared first on Lumoa.

How To 227

How To Customer Experience Marketing Examples 227

InMoment XI

SEPTEMBER 1, 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 Automotive 260

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95% of purchasing decisions are emotion-based. This led to the creation of the EVI®, the Emotional Value Index. In this eBook, you will find all you need to know about how to measure and manage customer emotions and EVI® to grow your business.

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InMoment XI

NOVEMBER 21, 2022

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones. 3 Ways to Build Customer Trust and Customer Loyalty.

Loyalty 260

Loyalty How To eBook Social Media 260

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

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

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Future Trends for Customer Experience in Banking in 2023.

Banking 227

Banking Financial Customer Experience Metrics 227

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Get the Customer Education Maturity Model Self-Assessment to quickly determine which of the 5 maturity stages your program is in today and then identify the next high-impact initiatives to undertake to advance to the next stage of program growth.

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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

Forrester Digital Transformation

OCTOBER 24, 2022

2023 will be a year of reckoning for European customer experience teams. Age of the Customer customer experience Europe European Predictions 2023 predictionsSome will widen CX advantage over competitors, while other teams will be forced to disband. Learn more.

Customer Insights 82

Customer Insights Ecommerce Customer Experience Customers 82

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

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. The question for online retailers is: how can we embrace this trend and deliver for our customers?

Retail 208

Retail Customer Experience Ecommerce Virtual Agent 208

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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