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What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
Customers Related Topics 
How to Improve Customer Engagement
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
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Do Your Digital Transformation Efforts Meet Your Customers’ Needs?
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?
5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush
GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
The Modern Customer Success Playbook
Advertiser: ZoomInfo
The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. Quarterbacking your customers to long-term success and growth is proven to combat churn and transform customer success teams into revenue-drivers. But where do you start? Download the playbook today!
How to Measure Customer Service Quality: Methods & Tools
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?
4 Ways To Avoid a Disjointed Customer Journey
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
Do you love your Customers as much as your employees do?
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.
How to Humanize Customer Experience & Drive Meaningful Customer Relationships
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!
7 Predictions To Include in Your Customer Success Strategy for 2021
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
AI Insights Playbook––Understand Your Customer Experience To Improve It
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The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.
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Customer lifetime value
NICE inContact
SEPTEMBER 29, 2021
Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers. Customer Experience NICE CXone Contact Center Management
Customer experience matters!
NICE inContact
NOVEMBER 2, 2021
Companies need to align every aspect of the business on the customer experience. For contact centers, this includes getting agents on board by explaining why customer experience matters and providing the technology agents need to be successful. Customer Experience AI
Be the Customer
Bill Quiseng
OCTOBER 10, 2021
As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities.
The Difference Between Customer Interactions and Customer Experiences
InMoment XI
OCTOBER 21, 2021
Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. What Is a Customer Interaction? What Is a Customer Experience?
How to Make Every Survey a Top Customer Experience!
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We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.
It’s time for a Customer Service Culture Transformation to Customer CARE
Bill Quiseng
JANUARY 3, 2022
Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We listen to understand the customer’s questions, concerns, and complaints.
A letter you never sent
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.
Karen Hertzberg: Improving Customer Retention Through Great Customer Service
Bill Quiseng
DECEMBER 13, 2021
Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer?
Building the Mindset to Lead with Intention
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?
How to Design Your VOC Program for CX Success
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What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!
Digital Customer Experience: The Value of “Slamming” Your Assumptions
InMoment XI
DECEMBER 27, 2021
In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. How to “Slam” In-Person & Digital Customer Experience Assumptions.
The customer experience that keeps on giving
NICE inContact
NOVEMBER 29, 2021
It’s the small details and the experience of being cared for that ultimately drives a customer to stay with your company for life. So, give your customers something to be thankful for this year, and you’ll find they will pay you back tenfold. Customer Experience
10 Top Tips for Avoiding Complaints and Managing Them
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.
Reducing Customer Churn: Do You Need Prediction, Interpretation, or Both?
InMoment XI
NOVEMBER 25, 2021
Customer behaviour prediction—including customer churn prediction—is at the top of our clients’ agenda—and for good reason. Who doesn’t want to be able to predict the future for their customers, employees, and business? Bringing Employee and Customer Churn Prediction to Life.
AI-Enabled Agent Quality Assessments Optimize Contact Center Performance
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Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
Top 10 Most Popular Articles on Customer Centricity of 2021
C3Centricity
JANUARY 3, 2022
Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year.
How Insight Communities Improve Customer Experience
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.
5 ways to improve customer satisfaction scores using customer empathy
NICE inContact
AUGUST 10, 2021
Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.”
Customer Disservice
ShepHyken
OCTOBER 7, 2020
Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. It is not merely the opposite of customer service —that would be bad customer service. This scenario was more like “no customer service.”.
How ZoomInfo Enhances Your ABM Strategy
Advertiser: ZoomInfo
For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns. And to begin the targeting process, marketing teams must develop an Ideal Customer Profile (ICP) with appropriate firmographic and behavioral data to ensure they’re going after the correct audience.Download this eBook to learn how to start improving your marketing team's data!
Technology is not a Disruptor, but a Powerful Customer-First Strategy is!
C3Centricity
DECEMBER 20, 2021
It’s the customer, especially in industries that are not customer-centric. However, it was Pacheco’s slide that made me realise why I was so keen on companies adopting a customer-first strategy and running scenario planning.
The Employee & Customer Experience Improvement Framework You Need in 2022
InMoment XI
DECEMBER 23, 2021
Every holiday season, we at team InMoment like to look back and reflect on what we’ve learned about employee and customer Experience Improvement, and then put those top learnings into a “cheat sheet” of sorts for our readers. Your Path to Employee & Customer Experience Improvement Success.
Digital Intercept: How to Collect Customer Feedback Without Ruining the Experience
InMoment XI
JANUARY 4, 2022
This little pop-up window is more commonly known in the customer experience (CX) industry as an intercept or digital intercept. Ultimately, what may have been meant as a well-intentioned prompt can feel invasive and could cause a customer to abandon your page. We’ve all been there.
The Top 3 Customer Service Trends to Expect in 2022
Comm100
NOVEMBER 29, 2021
The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. The pandemic will have yet another effect on customer service in 2022 – this time on customer service agents.
How to Close the Customer Feedback Loop and Open the Doors to CX Success!
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There are plenty of “best practice” misconceptions that prevent success in closing the customer feedback loop. Learn how to overcome the most common mistakes to gain a stronger ROI from all your closed loop efforts!
Top 4 Steps to Integrate Chatbots into Customer Service
Comm100
NOVEMBER 10, 2021
Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality.
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