InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Maintaining open and proactive communication throughout the customer journey is also a critical aspect of B2B CX management.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Experience Investigators by 360Connext

APRIL 15, 2015

You’re personally connected with EVERY customer when you start, and that connection is why most of them stay with you. This post was written for, and a version originally appeared on the philGERBYSHAK blog. When you start a new business, the experience you deliver is based on WHO and not what.

Social Media 277

Social Media Consulting Banking Blog 277

Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her? This is where I get excited.

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

Experience Investigators by 360Connext

OCTOBER 20, 2014

How customer focused organizations communicate has everything to do with BOTH sides of that coin. Blog Communications Culture Customer Experience Featured communication employee engagement Entrepreneurship Groupon linkedin' More Posts - Website Follow Me: The post What Does It Take To Be A Customer Focused Organization?

Customer Focused 289

Customer Focused Culture Social Media Communication 289

GetFeedback

FEBRUARY 15, 2019

Connect on an emotional level with your customers. Research shows that the best customer experiences stem from an employee developing an emotional connection with a customer. In her free time, you’ll find her writing for her blog. The post Building a Successful Customer Experience Strategy appeared first on GetFeedback Blog.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

Experience Investigators by 360Connext

MARCH 18, 2015

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. We read blogs, follow influencers, attend networking events, yes. I’m lucky enough to know many people from around the globe who communicate regularly via online channels. This was my sixth visit to SXSW.

Interaction 275

Interaction 2015 Innovation Fashion 275

Optimove

JANUARY 15, 2025

Why it Matters: For Optimove, this day isnt just about reflectionits a rallying cry to embrace customer-led marketing and leverage the tools that help businesses stay connected with their customers in the most relevant and impactful ways. 4 – Engage at the Right Time Poorly timed communications are just as harmful as irrelevant ones.

Connections 52

Connections Insights Download 2025 52

CX Accelerator

OCTOBER 7, 2019

By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. The employee experience and customer experience are inter-connected, and to care for customers, a company must also care for their employees. Back To CX Accelerator Blog

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Experience Investigators by 360Connext

MARCH 4, 2015

There is a lot large companies can learn from startups who communicate so effectively with customers from the inception of an idea through releasing a product! Blog Customer Engagement Customer Experience customer service Featured crowdfunding Entrepreneurship leadership linkedin loyalty management podcast'

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

MAY 20, 2015

Customer-centric Culture & Communications. It’s HR and communications executives who understand they have a culture that ignores the customer. And much of that culture starts with communication. The communication is always about action. The communication is always about action.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s easy to produce a web site or ordering form or blog post without truly considering how it fits into your customer’s world. CX Day Twitter Chat: Communication: A Pillar of Customer Experience Success Beginning at 4 PM CT. Let’s make a routine trip to the drug store something special. Click to Tweet this!).

Customer Experience 289

Customer Experience Social Media 2014 Events 289

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service. If that communication breaks down, customer engagement will drop, and they’ll likely take their business elsewhere.

Communication 97

Communication Social Media Customers Touchpoint 97

ShepHyken

FEBRUARY 23, 2025

My friend and fellow CX expert, Dan Gingiss, wrote this article for his weekly blog, which summarizes why customers love certain brands. If you have, youre one of a small percentage of people who use social media to communicate with a company or brand. Connect with Shep on LinkedIn.

2025 82

2025 Article Customer Service Social Media 82

GetFeedback

FEBRUARY 12, 2019

This feature helps companies connect with modern customers on their favorite channel and collect even more customer experience data, giving them the insights they need to deliver great experiences and boost loyalty. In today’s world, customers are on the go and hyper-connected through their mobile devices. So how does it work?

Omnichannel 236

Omnichannel Transportation Demo Feedback 236

BirdEye

JULY 6, 2023

The current digitally connected world makes that process very easy. This blog post covers the top 8 types of messages that customers can leverage to stay connected with their customers. Email We check our emails every day for personal and business communications. For these customers, direct mail can and does still work.

Connections 98

Connections Document Communication Customers 98

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Every touchpoint, every service response, every communication, must be representative of an amazing experience. Leaders must engage employees to deliver a great experience.

Leadership 283

Leadership Culture Customer Centricity 2019 283

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). .

Feedback 369

Feedback Culture Customers Customer Experience 369

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. Logging customer problems can be easier, more secure and even automatic due to the integration of communication channels with your customer service tool.

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

Experience Investigators by 360Connext

JUNE 8, 2015

I’ve seen lots of communications aimed at advocates that has the desperate feel of “look what’s it in for us!” For example, create a communications program around their tenure with your advocacy program. Other potential advocates may see that invitation and want more information, too. After one year?

Marketing 279

Marketing Social Media Loyalty Consulting 279

ShepHyken

JANUARY 7, 2025

Top Five Shepard Letter Blogs My weekly blog is available on the website and is also emailed to subscribers. Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Each week, I release a video based on one of my blogs.

2024 82

2024 Article 2025 Workshop 82

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. What’s the best way for them to communicate with us? Back To CX Accelerator Blog

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

CX Accelerator

NOVEMBER 11, 2022

Then there’s the organizational skills required to get the right people in the room, the communication and presentation skills needed when standing out the front of workshops, and the analytical skills required to develop personas and the accompanying service design blueprints. Back To CX Accelerator Blog

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Customer Experience 221

Customer Experience Loyalty Programs Customer Service Representative Customer Journey 221

CX Accelerator

APRIL 1, 2022

It’s a key ingredient in building a meaningful connection with your customers, and it may be the difference between keeping and losing their business. In some cases, the legal department may need to vet every communication that goes out. When you introduce yourself by name to the customer you make a human to human connection.

Contact Center 266

Contact Center Communication Connections Customers 266

GetFeedback

JULY 11, 2018

Communications are personalized and thoughtful. Customer preferences do change over time, so the best way to keep current with the needs of the modern customer is by keeping an open channel of communication, listening to feedback, and updating your business strategy accordingly. appeared first on Blog - GetFeedback.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Comm100

FEBRUARY 6, 2023

Companies can no longer connect with clients on a human level, and as a result, clients feel neglected. Personalized customer experience is a marketing strategy that helps you tailor and customize your communication with each customer. It requires that you know, understand, and remember who your customer is.

2023 98

2023 Financial Blog Customer Experience 98

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. 31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Optimove

FEBRUARY 19, 2025

At Optimove Connect , 19-20 March in London, five industry leaders will reveal how theyve mastered CRM marketing with proven strategies to boost personalization, maximize engagement, and drive revenue. The post Optimove Connect 2025: Case Studies From 5 Experts that Will Elevate Your CRM Marketing appeared first on Optimove.

2025 52

2025 Connections Marketing Banking 52

CX Accelerator

OCTOBER 7, 2019

By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. The employee experience and customer experience are inter-connected, and to care for customers, a company must also care for their employees. Back To CX Accelerator Blog.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. The employee experience and customer experience are inter-connected, and to care for customers, a company must also care for their employees. Back To CX Accelerator Blog.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

GetFeedback

AUGUST 14, 2019

There are a lot of things that change over time; but if your approach to your VoC program — not just the way you capture feedback but also the way you distribute, analyze, act on it, and communicate improvements — has remained stagnant, you’re not only wasting money, you’re doing your customers and your business a huge disservice.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Every touchpoint, every service response, every communication, must be representative of an amazing experience. Leaders must engage employees to deliver a great experience.

Leadership 227

Leadership Culture Customer Centricity 2019 227

Daniel Group

APRIL 18, 2024

Enhance Your Communication Strategies! Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. The communication question is a powerful driver of CX performance.

Communication 98

Communication NPS Net Promoter Score 2008 98

Optimove

JANUARY 5, 2025

Cost-Effective Communication : Benefit from MMDSmarts reliable infrastructure to drive impactful campaigns with efficiency. Improve Campaign Efficiency : Rely on MMDSmarts MessageWhiz infrastructure for smooth and cost-effective communication. For tickets and details, visit Optimove Connect 2025.

2025 59

2025 Marketing Download Demo 59

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

GetFeedback

FEBRUARY 18, 2019

Engagement means following up on each response to show your appreciation for the feedback, uncover more information, and reveal opportunities to connect. Also, when possible, try to stick to the same communication channel that the conversation began in. Connecting with Detractors can also help prevent negative word-of-mouth.

NPS 199

NPS Net Promoter Score Reference Feedback 199