What Are Customer Touchpoints?

GetFeedback

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

How to Improve Customer Engagement

Lumoa

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

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Do Your Digital Transformation Efforts Meet Your Customers’ Needs?

Hello Customer

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?

5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush

GetFeedback

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

How to Run a Successful Voice of the Customer Program

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!

The Misuse of Tech-Touch Strategies in Customer Success – and How To Fix It

inSided

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.

Do you love your Customers as much as your employees do?

Zeisler Consulting

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.

How to Improve Customer Retention

InMoment XI

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?

4 Ways To Avoid a Disjointed Customer Journey

Interactions

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

4 Ways to Provide Personalized Customer Service

Kayako

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?

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

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.

3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

InMoment XI

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.

How to Measure Customer Service Quality: Methods & Tools

Help Scout

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?

A letter you never sent

Zeisler Consulting

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.

How to Humanize Customer Experience & Drive Meaningful Customer Relationships

InMoment XI

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!

How to Leverage AI to Drive A Better Human Experience for Your Customers

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.

Top Customer Survey Questions for Valuable Feedback

InMoment XI

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

How to Create Winning CX Surveys for Bank Customers

InMoment XI

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

In Customer Success We Trust

Forrester Digital Transformation

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

How to Create Winning CX Surveys for Bank Customers

InMoment XI

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

The Ultimate Guide to Customer Service in 2022

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

5 Ways Retail Banks Can Leverage Customer Data Effectively

InMoment XI

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.

Your guide to customer engagement software

Alida

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

What's the difference between customer centric vs. customer focused?

Alida

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

7 Predictions To Include in Your Customer Success Strategy for 2021

inSided

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

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

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.

Customer Journey Mapping Examples

Heart of the Customer

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.

Building the Mindset to Lead with Intention

Russel Lolacher

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?

Are You Delivering “Comfort and Joy” to Your Customers?

Customer Bliss

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.

6 tips for boosting customer engagement

Alida

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

Why the Future Success of Retail Lies in Customer Experience

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.

Customer Journey Mapping Examples for Beginners

InMoment XI

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.

5 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience

Customer Bliss

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?

The Importance of Customer Self Service Portal

Kayako

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.

5 Essential Features for Customer Service Success

Kayako

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

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

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.

Meet Zeid Khater, Forrester’s Newest Analyst Covering Customer Data and Analytics

Forrester Digital Transformation

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