InMoment XI

MAY 25, 2023

In this article, we’ll discuss what designing an effective customer experience looks like, what makes it different from user experience and customer service, why it matters, the elements of customer experience design, and how to design a great customer experience from start to finish. What Is Customer Experience Design?

Customer Experience Design 484

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 484

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. Every interaction at every stage of the customer’s journey can affect loyalty.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Experience Investigators by 360Connext

APRIL 2, 2024

Every interaction they have with your organization leaves an impression — and you want it to be a good one! And why do they matter for customer experience teams? A touchpoint is any contact or interaction a customer has with your organization. <- Why? Your relationship with customers is built one step at a time.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Experience Investigators by 360Connext

FEBRUARY 6, 2024

But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Let’s look at the common CX metrics to understand how they are helpful, as well as explore why an abundance of data can sometimes be an innovation blocker. with your company, its products, services, and interactions.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Experience Investigators by 360Connext

APRIL 2, 2024

Every interaction they have with your organization leaves an impression — and you want it to be a good one! And why do they matter for customer experience teams? A touchpoint is any contact or interaction a customer has with your organization. <- Why? Your relationship with customers is built one step at a time.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Comm100

JANUARY 17, 2024

Why should businesses lean into automation? Chapter 2 Why should you lean into automation? Why should you lean into automation? They automate voice-based interactions using speech recognition and synthesis to communicate with customers. CHAPTER 2 Why should you lean into automation? More on this in chapter 4.

Customer Service 187

Customer Service Chatbots Technology Interaction 187

Steve DiGioia

MAY 1, 2023

In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Here are 4 Reasons Why Great Service is a Trap That Will Ruin Your Business Great Service is Expected Customers expect a certain level of service when they interact with any business.

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

Beyond Philosophy

MARCH 29, 2024

Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Contacting people about products or services can take time and effort. In this episode, we discuss ghosting and why it happens. He was surprised, considering he is married and has been for decades. Take LinkedIn, for instance.

Communication 88

Communication Interaction Connections Consumers 88

Comm100

OCTOBER 17, 2023

Voice Automation (IVR): Interactive Voice Response systems guide callers through menus and can handle basic tasks over the phone. Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights. It focuses on creating a more personalized customer experience.

Software 182

Software Chatbots Customer Service Knowledge Base 182

Experience Investigators by 360Connext

APRIL 23, 2024

If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey. CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Steve DiGioia

JANUARY 3, 2022

As a customer, I expect a basic minimum such as: The product or service should work as expected. The product or service should be reasonably priced and in line with similar products. The product or service should be safe to use. Why in the world do I need to ask for a napkin? Here’s why. They are so right.

Customer Expectations 351

Customer Expectations Social Media Advertising Touchpoint 351

Comm100

APRIL 10, 2024

Natural Language Processing (NLP) and Emotion Recognition Advancements in Natural Language Processing (NLP) and Emotion Recognition technologies are revolutionizing the capabilities of AI chatbots, bringing them closer than ever to human-like interactions. But how is this accomplished, exactly?

Customer Service 212

Customer Service Chatbots Analytics Customers 212

Alida

NOVEMBER 11, 2021

The stream of data flowing through your business gives a clear picture of what your customers and prospects are doing, but leaves a giant gap in addressing the most important question needed to make informed business decisions—Why? Extracting Greater Value From Data Data is an important piece of the puzzle, but it is useless without context.

Customer Journeys 246

Customer Journeys Data Advertising Feedback 246

Comm100

DECEMBER 12, 2023

We’ll explore how Generative AI is changing the very fabric of customer interactions, while balancing this automation with emotional intelligence. The economic potential of generative AI: The next productivity frontier Of all the customer service trends for 2024, the advent of Generative AI is likely to have the greatest impact.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

ECXO

APRIL 18, 2024

The session will be hosted by the charming Sylvia Lohr Principal Product Marketing Manager at Microsoft and a key ambassador for the ECXO. Hosted by: Sylvia Lohr , Principal Product Marketing Manager at Microsoft. Lecturer at Università Bicocca in Milan, Italy, for Digital Customer Service-related topics (Master MADIM).

Insurance 111

Insurance Consulting Travel B2B 111

CSM Magazine

MARCH 26, 2024

Their dedication to understanding and meeting customer needs, along with their emphasis on quality products and services, has contributed to the establishment of a positive relationship with consumers. Example: “I completely understand why that would be upsetting, and I’m sorry for the inconvenience it has caused.”

Customer Service 116

Customer Service How To Exceptional Customer Service Examples 116

SurveySparrow

APRIL 15, 2024

While those services still play a crucial role, the spotlight has now shifted towards SaaS products. Product analytics tools! We have researched and compiled a list of nine best product analytics tools, discussing their features, limitations, pricing, and more. Take a look at SurveySparrow’s product evaluation template.

Analytics 52

Analytics Tools Analysis User Experience 52

Retently

APRIL 18, 2024

Key Takeaways In-app NPS surveys are essential tools for gathering real-time customer feedback , improving satisfaction, loyalty, and engagement, and providing actionable insights for product development in digital-centric companies. So, why are in-app NPS surveys important? What’s NPS All About? Monitoring NPS scores is key.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

ECXO

APRIL 18, 2024

Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture. And has always focused on the products they could develop instead of the customers really needed. The colleagues from other departments couldn’t understand why Jose cared so much.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

Bill Quiseng

FEBRUARY 21, 2024

Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so repetitively that you feel it is boring, but to the customer, at that moment, you are Magnificent! Now you know why customers don’t seek B2B or B2C businesses. So, be Magnificently Boring! One to One.

B2C 88

B2C B2B Hospitality Social Media 88

Retently

JULY 28, 2023

The obvious solution is offering your customers a much better experience, service, and product to ensure they are happy with your business. This is why the Chief Experience Officer is responsible for interacting with frontline employees (like call center operatives and field technicians).

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Retently

APRIL 5, 2024

Why does this matter so much? Today’s consumers might browse products online before purchasing in-store or use their smartphones to compare prices while shopping at a physical location. Essentially, the physical store isn’t just a place to buy products; it’s a venue where customers can engage with the brand in a meaningful way.

Retail 78

Retail Engagement Strategy Customer Experience 78

SurveySparrow

MARCH 19, 2024

People also have an opportunity to ask questions and provide feedback about products and services. Explainer Videos Why are you in business? Customers buy the “why.” Explainer videos are a great way to put your “why” out there. Ultimately, they’re buying your solution – not your product itself.

Video 95

Video Strategy Marketing Social Media 95

Retently

MARCH 5, 2024

Personalizing responses to customer feedback by using the customer’s name, addressing specific details, and maintaining a professional and approachable tone improves the authenticity of the interaction and makes customers feel valued and heard. This internal culture reflects externally in how your team interacts with customers.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

Thematic

APRIL 3, 2024

Smoother customer experiences, better products, bigger cart sizes—it all starts with understanding your customers by using their feedback. " Step 2:  Choosing the Right Voice of the Customer Channels Customers interact with your brand at every stage of their journey.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

ShepHyken

MARCH 11, 2024

Why should organizations prioritize creating special and unforgettable experiences for their customers? Building and maintaining brand loyalty requires businesses to go beyond providing products and services. What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?

Customer Experience 147

Customer Experience Entertainment Loyalty Customer Centricity 147

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. But, oftentimes, managing and documenting these customer interactions—especially cross-functionally among global and remote teams—can be challenging and time-consuming.

Customer Success 107

Customer Success Touchpoint Meeting Interaction 107

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. Often, this doesn’t mean solving all technical issues with a SaaS product. So why all the confusion? What is the role of Customer Success?

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. Personalization during face-to-face interactions is the modus operandi for many small business operations. So, Why Do We Want Personalization?

Advertising 78

Advertising Conference Technology Brands 78

CSM Magazine

JANUARY 30, 2024

Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. Personalized Interactions A second hallmark is their ability to offer personalized interactions that transcend the cookie-cutter approach. Spotting Customer-Centric Companies I.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

SurveySensum

MARCH 25, 2024

Then, let’s dive into the fascinating world of exit intent popups and learn why they are important, how to create effective pop-up survey design , with the help of a robust survey builder tool , and discover some examples of best exit intent popups. Now, let’s begin with understanding what are exit intent pop-ups and why are they important.

Examples 52

Examples eBook Survey User Experience 52

Retently

MAY 2, 2023

While they measure customer experience at different stages in the customer lifecycle, all three equip SaaS companies with actionable insights that can help enhance the product, reduce churn and drive growth. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES.

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Eptica

OCTOBER 15, 2021

Date: Friday, October 15, 2021 Author: Trevor Davies, Head of Products, Enghouse Interactive Migrating call accounting to the cloud? Read the original post in full here on our parent company Enghouse Interactive’s website. Why we need to think of the contact centre as a revenue engine. Here’s what to consider.

Customer Service Strategies 124

Customer Service Strategies Software Interaction Communication 124

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Analysis 97

Analysis Customer Satisfaction Interaction Culture 97

Playvox

FEBRUARY 6, 2024

In the context of a contact center, QM is the people, processes, and systems a contact center uses to monitor customer interactions to ensure they are being handled by contact center agents in the desired fashion. But why stop there? The concept of total quality management (TQM) was introduced and advanced by visionaries such as W.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Totango

AUGUST 23, 2022

Then, we’ll consider why B2B touchpoints are useful for customer success teams and why mapping them out is such a powerful strategy. B2B customer journey touchpoints are occasions when business customers interact with a brand. Touchpoints also include occasions when clients interact with your software app in a SaaS context.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. To better understand what is meant by customer sentiment analysis and why it’s useful, let’s break down some common industry terms.

Analysis 82

Analysis Contact Center Effort Score How To 82