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

Beyond Philosophy

SEPTEMBER 13, 2016

It’s about hiring the most customer sensitive, proactive staff, training them to be customer focused, and making customer processes as friendly as possible. You Also Might Like… B2B Marketers, Analyze This: How Do Prospects Score YOU on Their Experience? This is true, of course, in both b2b and b2c environments.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

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. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Be mobile-ready. Conclusion.

Customer Journey 85

Customer Journey Social Media B2C Omnichannel 85

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success White Paper Loyalty Webinar 80

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Article 48

Article Customer Experience 2009 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

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

ENGAGE.cx

JUNE 19, 2015

For most organizations, the challenge of truly understanding their customers and meeting their expectations lies in how they’ve historically approached customer relationships. Businesses typically have customer touchpoints separated by function and often customer satisfaction levels pay a heavy price.

White Paper 69

White Paper Touchpoint Download Innovation 69

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

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

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. Digital omnichannel is the next word in customer experience.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

inmoment

SEPTEMBER 6, 2018

” or “Where can we learn what issues our customers may face so we can correct them before there is an issue?”. As a leader in the customer experience industry, we know where the answer lies: data. Create reporting that includes all customer touchpoint data. Don’t discount their effectiveness!

Contact Center 40

Contact Center Customer Experience White Paper Touchpoint 40

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. So, what should you look at when planning or evaluating your customers’ digital journey? Remember: Be mobile-ready. Conclusion.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

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

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

ENGAGE.cx

OCTOBER 28, 2015

Here’s the problem: Multi-touch attribution modeling uses a linear progression of events to assign value to each customer touch point in a marketing campaign. Every customer grouping experiences a brand in different and unique ways.

Multi-Channel 49

Multi-Channel White Paper 2016 Metrics 49

Comm100

APRIL 6, 2020

This provides a cohesive and seamless experience for both the customer and the agent across devices and touchpoints. Comm100’s customer engagement platform helps businesses provide digital omnichannel support and service to their customers via live chat, email, SMS, or social media. White Paper.

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

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

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

Bold360

MARCH 23, 2017

Your own power as a company now comes from engaging with empowered customers, making the key contenders in this decade businesses like Facebook and Apple who have always encompassed the connection to customer experience within their brand. It’s Essential to go Across Messaging Platforms and Connect all Touchpoints.

Customer Service 58

Customer Service White Paper Download Touchpoint 58

COPC

NOVEMBER 5, 2021

hosted as part of this fall’s Execs In The Know’s Customer Response Summit. During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. Did you know COPC Inc.

Contact Center 52

Contact Center Workshop White Paper 2021 52

UJET

FEBRUARY 11, 2020

Whether it’s through voice, text, or sharing photos and videos, the experience is identical. By researching these three verticals, we are able to look at the trends and expectations for differing levels of urgency and customer expectations.

E Commerce 72

E Commerce Brands E-support Transportation 72

SurveySparrow

APRIL 11, 2021

where customers should share their details to gain access to it. Sign-up forms on your website and other interaction touchpoints. An excellent lead nurturing strategy will contain a mix of content types such as emails, blog posts, white papers, social media posts, webinars, podcasts, etc. Free demos to interested leads.

Social Media 98

Social Media Metrics Webinar White Paper 98

Confirmit

JUNE 4, 2018

Companies’ relationships with their customers have become more complex, involving more channels and touchpoints than ever before, but customer expectations are at an all-time high. In this guide, we address a number of the critical elements of creating and managing a Voice of the Customer program.

White Paper 40

White Paper Customer Experience Professionals Touchpoint Customers 40

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. You can also watch our State of the Vendor Management Organization webinar , which features leaders from Hilton and USAA discussing their latest vendor management experiences. 2: Chat transaction.

Contact Center 52

Contact Center White Paper 2021 2022 52

Uniphore

NOVEMBER 11, 2021

Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape. Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX.

Hospitality 52

Hospitality Travel Touchpoint Download 52

Hero Digital

OCTOBER 5, 2019

And there are a few ways to talk to your customers directly. Direct interviews can provide powerful insights into customer experiences with your brand and products. Interviews are a great way to go deep into the needs of a specific persona or customer type,” Atlassian says. Determine your key touchpoints and channels.

B2B 40

B2B Touchpoint White Paper Multi-Channel 40

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Will the vendor support integrations with live chat, social media, and knowledge base solutions to help you create a frictionless omnichannel customer experience?

Customer Engagement 44

Customer Engagement Engagement Social Media White Paper 44

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Out of six categories included by Forrester, customer service is the number one driver. 2 – “Digital Member Experience Services May Boost Plan Satisfaction” Victoria Bailey, HealthPayerIntelligence, September 2021.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. But none of this is easy. But none of this is easy. Some are much more complex.

Measurement 40

Measurement White Paper Customer Journey Document 40

SurveySparrow

MAY 29, 2020

White paper. Consider all touchpoints. If you are a fairly established company, you will have a lot of content lying around. Review your content asset, which would be the following: Email templates. Blog posts. Infographics. Social media posts. Print collateral. Creates consistency in your communication.

Brands 52

Brands Social Media White Paper Reference 52

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. A Customer Service Knowledge Base is Vital for Good Customer Experiences. Podcast and webinar recordings. Infographics.

Customer Service 62

Customer Service E-support Article Document 62

SmartKarrot

JANUARY 7, 2022

You might have the customer data, but are you using the siloed data and insights into practical actions that help you grow your business and brand equity? It is about time that we started listening to our customers. Customer intelligence will help understand more about the customer and their data. Concluding Thoughts.

2022 10

2022 White Paper Social Media Competitive Advantage 10

SmartKarrot

OCTOBER 19, 2020

Every day, your target audience gets impressions about your brands from various touchpoints. It can include but not limited to websites, newspapers, leaflets, friends, or product experiences. Further, this increases their likelihood of imbuing a positive customer experience of your brand and finally hits purchase.

White Paper 10

White Paper E-support Customers Brands 10

SmartKarrot

JUNE 11, 2020

In other words, a customer’s journey is nothing but the chain of touchpoints your clients have with your brand before they pay up for the service. It clearly demonstrates how, where and when did the prospect meet with your brand or how likely did they end up being a loyal customer.

White Paper 11

White Paper Wireless Demo Fashion 11