PeopleMetrics

FEBRUARY 11, 2025

Back in 2017, I wrote about the critical importance of communication in Voice of Customer (VoC) programs. I was emphasizing daily huddles and paper posters on walls - and while these personal touches still matter (a lot in some cases), AI has revolutionized how we can amplify these communications in ways I never imagined.

Voice of Customer 77

Voice of Customer Communication 2025 2017 77

InMoment XI

MARCH 30, 2022

Gather: All data sources (surveys, reviews, messages, emails, chat threads, and other communication) can form a single stream. Using NLP helps businesses identify key topics, categories, themes, intentions from every document in the data stream, and detailed sentiment analysis.

Insights 368

Insights Insurance 2019 Document 368

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. For example, suppose you discover that consumers didn’t like the email they received after downloading a document from your website.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

BlueOcean

MARCH 24, 2025

Its a dynamic document that, like your partnership, requires time and attention. Keep Your SOW Evergreen: Adjust and Realign Because the contact center SOW is a roadmap, which will need to be adjusted every time you and your partner go down a new road together, there needs to be regular communication to ensure alignment of expectations.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

InMoment XI

NOVEMBER 22, 2024

These actions could include creating a profile or uploading a document. As a result of its personalized, two-way communication, this method helps collect insightful feedback. Finally, its changelog tools allow companies to document changes and close the feedback loop with customers.

Feedback 195

Feedback Net Promoter Score Social Media NPS 195

InMoment XI

DECEMBER 16, 2021

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two.

Communication 195

Communication Culture Definition Employee Experience 195

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? They’re a long-time customer and were really understanding, but according to our own processes, we definitely should have communicated proactively. Start with a CX Charter.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

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

Integrity Solutions

OCTOBER 14, 2020

The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? How Communication Styles Set The Tone For Customer Relationships.

Communication 134

Communication Document Sales Reference 134

BirdEye

JUNE 14, 2023

Communication channels are at the heart of any successful business. Whether it’s building the confidence of a new customer, establishing a better rapport with your staff, or resolving customer complaints , effective communication is essential for business success and growth. Table of contents What are communications channels?

Communication 98

Communication Social Media Document Advertising 98

Experience Investigators by 360Connext

APRIL 27, 2021

Before jumping into tactics: Know what success looks like and communicate it across the organization. As you address these items, even if it’s with a quick email to another leader, document what you’re finding and what you’re fixing. Make a note and then communicate these quick wins. Personalize your communications.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. Blog Communications Culture Customer Engagement Customer Experience customer service Featured customer engagement customer relationships leadership linkedin loyalty' However, there are conditions.

Banking 286

Banking 2012 Loyalty Culture 286

BlueOcean

MARCH 19, 2024

Build your process and your plan with transparency and communication as the cornerstones on which all success will be built. Effective Communication: Transparent communication is critical throughout the transition process. Clear your internal barriers before you complete the RFP process. Yes, Legal, we’re looking at you.

Customer Care 177

Customer Care Document Sports Communication 177

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

BlueOcean

FEBRUARY 19, 2025

Build your process and your plan with transparency and communication as the cornerstones on which all success will be built. It requires careful planning, effective communication, and precise execution to ensure there is no disruption to your operations and no negative impact on your customer experience.

Customer Care 156

Customer Care Document Communication Blog 156

InMoment XI

AUGUST 24, 2022

There is so much more to communication than just the words we say. In fact, studies suggest that as much as 90% of communication is non-verbal. But it wasn’t until the advent of digital communication and big data mining that sentiment analysis became a viable business tool. Take sarcasm, for instance.

Definition 370

Definition Feedback Communication Social Media 370

GetFeedback

JANUARY 19, 2020

One caveat: don’t take this as a model for the only or the right way to document a journey map. Document the customer’s emotional reaction. Use SMS, if the customer has agreed to that method of communication. . Onboarding–Are documentation, training and other resources sufficient? Click here to enlarge map) .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

InMoment XI

JANUARY 10, 2024

An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. While a multichannel contact center provides various communication options, an omnichannel contact center is better positioned to meet the heightened expectations of today’s customers.

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

CSM Magazine

OCTOBER 16, 2024

However, with this opportunity comes a significant challenge: clear and effective communication with customers who speak different languages. AI-powered services like Doc Translator allow enterprises to translate documents of various formats in real-time.

Customer Service 52

Customer Service Document Customer Service Representative Customer Satisfaction 52

Experience Investigators by 360Connext

APRIL 15, 2015

It’s imperative that you invest the time and resources to document and train your new staff to deliver the customer experience as you would. So what do you while you’re scaling your business? First, you need to accept that the idea of hiring a bunch of people who are just like you is unrealistic.

Social Media 277

Social Media Consulting Banking Blog 277

Customer Bliss

AUGUST 31, 2016

Customer support software can not only create a centralized location for you that integrates directly with the software but also enables a customer to view documentation (knowledge base articles, wiki, etc.) Improve internal communication and solve problems faster. and check on the status of a ticket in real-time.

Omnichannel 268

Omnichannel B2B Customer Engagement Engagement 268

BlueOcean

MARCH 19, 2024

Build your process and your plan with transparency and communication as the cornerstones on which all success will be built. Effective Communication: Transparent communication is critical throughout the transition process. Clear your internal barriers before you complete the RFP process. Yes, Legal, we’re looking at you.

Customer Care 156

Customer Care Document Sports Communication 156

Experience Investigators by 360Connext

FEBRUARY 26, 2015

A lot happened between then and now, and the documentation doesn’t do much to help tell a story or improve the actual experience. Helping your people understand what your customer experience mission is and how to deliver it will improve the actual experience more than labels or customer communication.

Customer Centricity 250

Customer Centricity Customer Journey Mapping Social Media Consulting 250

InMoment XI

JUNE 13, 2024

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. This can include customer feedback, social media posts, emails, online reviews, internal documents, and more.

Social Media 195

Social Media Document Contact Center Insights 195

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

While this is a specific example, it is typically indicative of how talent management and client communications are handled. It is well documented that it costs much more to gain a new customer than to keep an existing one. Clients see this as a slap in the face and are ready to find the next superstar elsewhere.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Experience Investigators by 360Connext

JANUARY 2, 2020

They don’t have a voice in the meetings, decisions and communications in your organization unless you give it to them. Communicate throughout your organization so everyone understands why customer experience is important and what you’re doing about it. Document great ideas for the future. Advocate for your customers.

2020 225

2020 Customer Journey Mapping Contact Center Customer Journey 225

CSM Magazine

NOVEMBER 15, 2024

With its easy-to-use editor and customizable templates, you can ensure consistency and clarity in your support documentation. Document360 Document360 is a user-friendly knowledge base software designed for creating detailed documentation with ease.

Customer Service 52

Customer Service Document Article User Experience 52

Experience Investigators by 360Connext

APRIL 14, 2020

If you are launching a new product or communicating to a new audience, a journey map can help you provide a more seamless experience to customers who need what you offer right now. It’s tempting to want to spend a lot of time making a well-designed document to share. But first we should ask, how are we sharing this?

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

BirdEye

DECEMBER 30, 2024

We launched bots to help with the appraisal process and document setup. We also empower loan officers with Birdeyes AI tools to respond to reviews and streamline communications. These additional processes can be daunting for homebuyers already overwhelmed by document management. Here is how it works.

Multi-Channel 52

Multi-Channel Document Social Media Financial 52

InMoment XI

MAY 31, 2022

They’re likely finding you, and communicating with you, in different ways depending on demographic and psychographic variables. Get something documented and work to refine it over time. Once your team is assembled, ask Marketing to list out each key customer segment. Example of a segmented journey map. Gather Customer Data.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

MAY 30, 2024

Forrester states, “The XI platform’s strengths include knowledge-based/symbolic AI; genAI-based processes, including pre-processing and post-processing of data; document-level text mining; DevOps and text analytics embedded in other business applications; natural language understanding; and support for all relevant use cases.”

Social Media 195

Social Media 2024 Document Insights 195

BirdEye

DECEMBER 28, 2024

Traditional communication channels often fall short, leaving patients frustrated and uncertain. This blog post explores how AI chatbots transform healthcare communication and provides insights into their potential to reshape patient experiences. Healthcare is complex, time-sensitive, and deeply personal.

Healthcare 52

Healthcare Multi-Channel Insurance Document 52

BirdEye

NOVEMBER 22, 2024

Today’s buyers expect instant property information, virtual tours, and seamless communication. Client communication: Missing a potential buyer’s inquiry can cost a sale. Modern real estate marketing requires a sophisticated digital presence. This ensures properties maintain visibility while agents focus on closing deals.

Marketing 52

Marketing Social Media Multi-Channel Document 52

CSM Magazine

DECEMBER 10, 2024

Offer Multiple Channels for Customer Support One of the most important steps cryptocurrency companies can take to improve their customer service is offering multiple communication channels.

Customer Service 52

Customer Service Multi-Channel Exceptional Customer Service Document 52

TechSee

AUGUST 17, 2023

Documentation and knowledge sharing: Technicians can use the video platform to record their work processes and solutions. Improved customer communication: The video platform can be leveraged to enhance communication with customers. This reduces the learning curve and improves their preparedness.

Travel 205

Travel Document Customer Satisfaction Communication 205

CSM Magazine

OCTOBER 24, 2024

This involves a thorough assessment of the situation, evaluating all relevant documentation, and advising on the best course of action. By engaging in mediation, parties can communicate their grievances in a structured environment, overseen by a neutral third party, which can lead to a satisfactory resolution.

Customer Service 52

Customer Service Document Customers Engagement 52

CSM Magazine

NOVEMBER 7, 2024

The Benefits of Cross-Department Training for Customer Service Cross-department corporate training breaks down communication barriers that typically slow customer resolution times. Marketing rotations help them understand customer segments and communication preferences. The effects ripple beyond customer interactions.

Customer Service 52

Customer Service Sales Connections Communication 52