ShepHyken

SEPTEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. While many people think this is a celebration about our customers, it is just as much a celebration about our people who take care of our customers.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Thunderhead

JULY 2, 2018

Now is the time for Building Societies to reinvent their “Customer First” philosophy for the digital era. Of all the industries, they have a very genuine association with customer engagement – and are uniquely placed to achieve this. And of course, these new online experiences must align with those provided so brilliantly ‘in branch’.

Customer Engagement 40

Customer Engagement Engagement Banking Financial 40

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. Some considerations: What is our primary goal as we measure and strive to improve the overall customer experience?

CEM 40

CEM Strategy Insurance Abandon Rate 40