InMoment XI

FEBRUARY 8, 2018

This requires a precise understanding of how customers experience the business at the various interaction touchpoints and of where opportunities for improvement exist. View Article. As a customer-centric business, decisions should always be made based on customer benefit.

Touchpoint 200

Touchpoint Management Customer Centricity Download 200

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service).

Article 81

Article 2024 Customer Service Government 81

CSM Magazine

APRIL 19, 2024

In this article, we will delve into all the different aspects of CX software and its importance in boosting interaction. Getting to Know CX Software CX software includes applications and platforms that aim to enhance customer interactions, elevate satisfaction levels, and foster loyalty.

Interaction 59

Interaction Engagement Net Promoter Score Social Media 59

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. But what about the interactions your employees have on their own journey with your organization? 3 Key Touchpoints where Employee Experience and Customer Experience Meet: 1.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

InMoment XI

DECEMBER 7, 2022

These various interactions along the customer lifecycle —and, more specifically, those that have the most impact on the business—are what we like to call “Moments That Matter” (MTM) in customer experience. But is the call center interaction all that matters for the customer?

Customer Experience 493

Customer Experience Call Center Touchpoint Measurement 493

Lumoa

JANUARY 7, 2021

In reality, there are several customer touchpoints along the customer journey where you can (and should!) Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all. Each of these customer touchpoints are important for the company to get right.

Touchpoint 83

Touchpoint Customer Journey Measurement Customer Journey Mapping 83

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. To start, what is customer experience?

Customer Experience Design 484

Customer Experience Design Customer Experience Competitive Advantage User Experience 484

InMoment XI

AUGUST 17, 2023

In this article we will share the three key drivers of NPS identified in our latest report, State of Customer Experience: 2023 UK Consumer Study , conducted in partnership with NPSx by Bain & Company , which reveals how to transform NPS from a numerical score to a strategic advantage!

Net Promoter Score 493

Net Promoter Score NPS Customer Satisfaction 2023 493

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. It’s common for businesses to have clear standards on how employees should interact with customers. Here are my top five picks from last week.

2024 68

2024 Article Customer Service Contact Center 68

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article starts with a definition that I can live with but is not quite how I would define it. Here are my top five picks from last week.

2024 62

2024 Article Customer Service Net Promoter Score 62

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond.

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This week he posted a great article about what never to say to customers. This article looks at the ways that the CES can be improved.

Article 132

Article E Commerce 2021 Customer Service 132

Retently

OCTOBER 1, 2018

A standard customer journey definition describes it as all the experiences consumers go through when interacting with a brand from the moment they hear about it to the actual purchasing experience and post-purchase interactions. Also, it helps you improve all touchpoints. What Is the Customer Journey?

Customer Journey Mapping 107

Customer Journey Mapping Touchpoint Customer Journey Social Media 107

Experience Investigators by 360Connext

FEBRUARY 6, 2024

For this article, we’re diving into these three metrics so you have ideas on the best ways to use them. He believes organizations should now measure earned growth instead (which he explains in the article linked above). with your company, its products, services, and interactions. Customers are nuanced. How do you measure it?

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Touchpoints vary. via Giphy.

Touchpoint 86

Touchpoint Feedback CEM 2001 86

ShepHyken

DECEMBER 26, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I can’t think of a better way to start this week’s roundup than with this article that compiled five “Hallmark” type holiday stories.

2022 65

2022 Article Loyalty Programs Customer Service 65

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. billion active users worldwide.

Customer Success 108

Customer Success Touchpoint Document Interaction 108

InMoment XI

AUGUST 15, 2023

In this article, we delve into the world of predictive analytics tools, their pivotal role in the customer experience industry, and why businesses can’t afford to overlook their potential. By capturing and analyzing customer data across various touchpoints, businesses gain a comprehensive view of their customers’ journeys.

Customer Experience 260

Customer Experience Retail ROI Insights 260

ShepHyken

JANUARY 2, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In this article, there are four of them, and two of them are worth paying close attention to. Here are my top five picks from last week.

Article 65

Article 2023 E Commerce Customer Service 65

InMoment XI

OCTOBER 24, 2023

This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth. Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. Why Are Contact Center Analytics Essential?

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

InMoment XI

FEBRUARY 25, 2022

This article was originally posted on CustomerThink.com. Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees.

B2C 529

B2C Employee Experience Culture Touchpoint 529

ShepHyken

JANUARY 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are there certain employees on your team you hope your best clients will interact with? You need to read this article now!

Article 68

Article 2022 Customer Service Customer Journey Mapping 68

GetFeedback

SEPTEMBER 18, 2019

From the title of this article, it shouldn’t be a spoiler if I tell you now that we decided effortless experience is not all that matters when it comes to cultivating customer loyalty. . Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. .

Loyalty 257

Loyalty Touchpoint Books Metrics 257

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce? Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As you read this article, think of how this relates to your business. Here are my top five picks from last week. by By Team Survaider.

Article 106

Article 2019 Customer Journey Mapping Customer Service 106

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. So, when I see an article about Nike’s CX strategy, I take notice… And you should, too!

Article 101

Article 2019 Airlines Customer Service 101

ShepHyken

NOVEMBER 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The author of this article shares her observations based on trends, not guesses, about the future of CX. How about ten years from now?

Article 117

Article 2019 Customer Service Culture 117

PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. Contact Center: an important touchpoint where customers call for more information or assistance. Field Services: customers interact with a company in their home. Mapping your touchpoints.

Touchpoint 91

Touchpoint Feedback CEM Contact Center 91

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. Too many companies focus on customer touchpoints.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

GetFeedback

JANUARY 12, 2020

Rather, in this article, I’ll try to help you identify the weaknesses in your customer journey that, if improved, would actually lead to improved customer satisfaction and better business performance. . Customer touchpoints vs. journeys. Read articles including one that discussed “ the best bike pumps in 2019. ” .

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

ShepHyken

FEBRUARY 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Entrepreneur) Every brand touchpoint is important. This article makes the point that trust is a defining piece of the customer experience.

2019 89

2019 Article Customer Service Guest Experience 89

ShepHyken

AUGUST 31, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. Customer journey mapping illuminates touchpoints that present perfect opportunities for collecting customer feedback. Read Shep’s latest Forbes article: AI Will Not Eliminate Jobs

Customer Journey 129

Customer Journey Customer Journey Mapping Net Promoter Score E Commerce 129

ClearAction

NOVEMBER 14, 2017

Customer Experience ROI Opportunities on B2B Touchpoints Lynn Hunsaker. What’s unique in business-to-business customer experience is the extensive interactions between the customer and supplier companies for a long time after the initial purchase. Customer Experience ROI Opportunities in B2B Touchpoints.

Touchpoint 59

Touchpoint ROI B2B Customer Experience 59

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. And, there are plenty more stats and facts, as this article is full of them. Here are my top five picks from last week. by Dave Campbell.

Article 79

Article 2018 Customer Service Customer Service Training 79

GetFeedback

JANUARY 19, 2020

type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. My guess: Expedia wanted one survey to catch people after the completed experience, who may or may not have answered one of the touchpoint surveys. Text from sales team interactions. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. On the other hand, customer experience encompasses all interactions and touchpoints a customer has with the company, primarily shaping their perceptions and loyalty.

Engagement 138

Engagement Employee Experience 2009 Loyalty 138