ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken. Hoffman, a graduate of St.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

CSM Magazine

JULY 27, 2022

For many businesses, the customer journey stops once the ink has dried on a contract or a purchase has been made. But market leaders know that in order to retain current clients and attract new ones, their journey with your business must be a continuous process. Using customer experience to increase loyalty.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Avaya

JANUARY 29, 2019

Equally important is the quality of customer experience that agents deliver to customers. After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping. PUT THE “PRO” IN PROACTIVE.

Customer Journey Mapping 53

Customer Journey Mapping Customer Journey White Paper Customer Philosophy 53

Kitewheel

APRIL 14, 2020

For marketers and customer journey leaders, artificial intelligence is a powerful tool for improving the customer experience. With the growth of customer data and the continual decrease in computing costs, artificial intelligence has become more and more accessible to businesses in many industries.

Customer Journey 52

Customer Journey White Paper Customers Advertising 52

Totango

MARCH 8, 2022

The Customer Success Roundtable covers all of the facets of Customer Success from onboarding to long-term retention. This group focuses on identifying the core issues and challenges related to each stage of the customer journey. Customer Success Executives. Support and Success Boston.

2022 122

2022 Customer Success White Paper Seminar 122

Touchpoint Dashboard

MARCH 11, 2014

Today, customer experience is at the forefront of company strategy across industries worldwide. Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.

White Paper 65

White Paper Customer Journey Mapping Touchpoint Blog 65

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. Digital channels are absolutely critical when designing your customer experience. Mobile vs desktop retention.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Kayako

MAY 13, 2022

Kayako’s SingleView™ includes every customer’s interaction in our help desk support ticketing system so that customer service agents can access a centralized, visual story of the entire customer journey. Understand What Your Customers Need. White papers. Company policies that affect customers.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Education Services Group

APRIL 25, 2021

.” That’s what is so great about Customer Success. There are always opportunities to improve and iterate, ways to make your customer experience better, more streamlined. In the early stages of Customer Success, CSMs have a tendency to fall into supportive, reactive roles as the organization finds its footing.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

inQuba

DECEMBER 5, 2018

How do you intervene in order to mend and recreate customer experiences. Get the White Paper. inQuba: The Science of Retaining Customers in Financial Services & Insurance [Aus Webinar] from Antony Adelaar. The post Customer Journey Management for Financial Services & Insurance appeared first on inQuba.

Insurance 45

Insurance Financial Customer Journey White Paper 45

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. As I told them – I will not be staying with them again.

Airlines 65

Airlines Hotels Customer Experience White Paper 65

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

White Paper 64

White Paper Social Media Omnichannel B2B 64

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Integrity Solutions

APRIL 19, 2024

Not only can personalization help you close more deals faster, it can also help you close larger deals and, ultimately, retain more customers and reduce churn. According to Gartner , customer experience “drives more than two-thirds of customer loyalty” when compared to brand preference or price consideration.

Sales 103

Sales Loyalty White Paper Contact Center 103

inQuba

APRIL 11, 2019

On the 11th April 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration. How do you discover and visualize the real customers’ journeys as they navigate your products and channels? How do you anticipate customer churn, in real time?

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey White Paper Webinar 40

Natalie Petouhof

AUGUST 15, 2022

“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

AskNicely

DECEMBER 4, 2018

Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? The quick answer to survey frequency is: it depends , but we generally recommend you touch every customer at the moments of truth in their customer journey. Moments of Truth.

White Paper 60

White Paper Net Promoter Score NPS Call Center 60

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Start with the idea that human interaction is essential to the customer experience and then build a tech touch strategy to support it. Download our Neuroscience and Customer Success white paper. Learn More!

White Paper 51

White Paper Download Customer Success 2015 51

inQuba

MAY 9, 2019

On the 9th May 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration. How do you discover and visualize the real customers’ journeys as they navigate your products and channels? How do you anticipate customer churn, in real time?

Customer Journey Mapping 40

Customer Journey Mapping Webinar Customer Journey White Paper 40

Inbenta

AUGUST 23, 2024

The answer sounds simple: By offering exceptional customer experiences. Instead of long wait times, virtual agents can guide customers instantly and autonomously, answering questions and providing support without the need for a human on the other end. How do they do it? But how do they do that?

White Paper 52

White Paper Insurance Virtual Agent Demo 52

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series. Download CX Realities 2023 here.

2023 52

2023 White Paper Omnichannel Download 52

Innovative CX

JANUARY 2, 2019

Take a class (check out @Rutgers customer experience management programs). Read articles, white papers, books. Help a non-profit create great customer experiences. What we do as CX professionals is more than gather surveys, or map customer journeys. Sign up for a webinar. Demonstrate value.

White Paper 40

White Paper Customer Experience Webinar Leadership 40

Heart of the Customer

AUGUST 30, 2017

Too much journey mapping is done in an intuitive manner. Which is why half of all journey maps fail to drive action. We surveyed over 100 practitioners and vendors to learn the best practices, and published them in this white paper. Look for this year’s journey […].

White Paper 68

White Paper Customer Journey Mapping Customer Journey Customers 68

Comm100

JANUARY 14, 2020

For years, many companies struggled to cobble together the best customer experiences they could. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos? What is Digital Omnichannel?

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

White Paper 52

White Paper Social Media Omnichannel B2B 52

PeopleMetrics

FEBRUARY 11, 2015

This quote from Sonia Simone ''s excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up a question we''ve been grappling with here at PeopleMetrics in recent months: how to help B2B companies differentiate on the prospect experience and close more sales. When to Start Listening.

Sales 78

Sales White Paper Net Promoter Score B2B 78

Comm100

JANUARY 14, 2020

For years, many companies struggled to cobble together the best customer experiences they could. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos? What is Digital Omnichannel?

Omnichannel 54

Omnichannel 2020 White Paper Social Media 54

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner.

White Paper 52

White Paper Leadership Multi-Channel 2021 52

delighted

AUGUST 23, 2019

Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. An effective customer experience program can help with just that. What is a customer experience program? Delighted’s 20 Customer Experience Terms to Know.

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

Think Customers

OCTOBER 4, 2021

Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

inQuba

JANUARY 10, 2019

This Journey Management piece analyses the current status quo of the Customer Experience (CX) Management industry. Journey Management offers a pragmatic approach for large organizations to leapfrog into a new era of orchestrated customer journeys with early and continuous demonstrable value creation.

White Paper 40

White Paper Management Customer Retention Customer Journey 40

ProProfs Chat

JULY 13, 2018

Return customers might not be as loyal as your brand’s advocates but their previous satisfied experience with you provides a level of trust that you can’t find in your first-time customers. Customer retention could generally be traced down to customer satisfaction. Plan your Customers’ Overall Journey.

White Paper 63

White Paper Advertising Customer Retention Customers 63

Think Customers

APRIL 12, 2022

Intelligent automation and robotic process automation (RPA) help free associates from simple, time-consuming tasks to focus on meaningful, high-tier, and often stressful customer requests. But even modern tools can be damaging for the employee and customer experience if used at the wrong place and time.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52