Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Blog 89

Blog Brands Customer Experience Net Promoter Score 89

InMoment XI

AUGUST 26, 2014

Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future. (..)

Customer Experience Management 200

Customer Experience Management Management Customer Experience Blog 200

InMoment XI

AUGUST 26, 2014

Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future. (..)

Customer Experience Management 200

Customer Experience Management Management Customer Experience Blog 200

InMoment XI

AUGUST 26, 2014

Last week, in my blog called “Reputation Management: Customer Experience or Marketing,” I established that reputation management is a way to assess an individual’s customer experience and, more importantly (to companies), a marketing tool to manage the impact of past customer experiences on other customers’ decision making in the future. (..)

Customer Experience Management 200

Customer Experience Management Management Customer Experience Blog 200

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on.

Customer Experience 369

Customer Experience ROI Customers 2019 369

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. PeopleMetrics LIVE!

Customer Experience 133

Customer Experience CEM Download Books 133

PeopleMetrics

MARCH 14, 2016

Perhaps unsurprisingly, customer experience comes to mind as an example. Many business elements can affect the overall experience a company provides. And at any given moment, a customer’s experience can be informed by abstract factors like emotion, expectation, or practicality. Let's go over three reasons why: 1.

Customer Experience Management 79

Customer Experience Management CEM Customer Experience Management 79

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

Insurance 109

Insurance Customer Experience Social Media Omnichannel 109

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

Feedback

NOVEMBER 24, 2016

Managing the Customer Experience. Customer experience today has a lot to do with feelings and emotions. For businesses, this means managing people’s experience and dealing with massive amounts of customer feedback about your company, products, and services. Yes, I said felt.

Customer Experience Management 53

Customer Experience Management Customer Experience Management 2011 53

Peter Lavers

JULY 17, 2017

This blog coincides with the 10 th anniversary of the first signs of the Credit Crunch, which has impacted and continues to affect all our lives. I would like to complement this with my specific viewpoint as a recognised expert and influencer in Customer Experience (CX). Product-centric business models are dying.

Customer Experience Management 72

Customer Experience Management Customer Experience Management Customer Centricity 72

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

2015 61

2015 Blog Customer Experience 2016 61

BirdEye

OCTOBER 3, 2023

However, according to customer experience expert Jay Baer, these reactions will only backfire. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negative customer feedback. Ignore it and hope it goes away?

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

CX Journey

SEPTEMBER 16, 2014

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.), customer experience online reviews reputation voice of customer'

Customer Experience Management 65

Customer Experience Management Management CEM Customer Experience 65

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 122

Contact Center Blog Banking Competitive Advantage 122

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. Understanding the Company’s CX Vision “What does ‘customer experience’ mean to you, and how is it measured?

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Demo 52

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Uniphore

AUGUST 30, 2017

The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Here are some of the most important things that a CEM should (and should not) do. Read More.

Customer Experience Management 60

Customer Experience Management CEM Management Customer Experience 60

ReviewTrackers

AUGUST 24, 2020

In order to differentiate themselves from the competition and drive revenue growth, businesses must delight customers, exceed expectations, foster consumer trust and loyalty, and deliver experiences that customers love. Customer experience management is an executive decision and requires an organization-wide commitment.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. They demand a satisfying digital experience or they’ll take their business to a competitor who can deliver it.

Brands 104

Brands Customer Experience E Commerce E-support 104

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Discover our award-winning Customer Experience (CX) blog: [link].

Customer Experience 77

Customer Experience CEM Customer Centricity Download 77

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Why is B2B CX Important?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

PeopleMetrics

JULY 27, 2016

If you’ve been reading our blog, you know by now that customer experience management is an exercise in perspectives. Far away from the customer, it becomes easy to buy into intuition and personal perspective. Subjectivity facilitates poor decisions and mediocre customer experiences. See you soon.

Customer Experience Management 64

Customer Experience Management Sales Management Customer Experience 64

Natalie Petouhof

JUNE 15, 2015

Tweet Is your brand following any of these best practices for customer experience management? Find out more at this webinar on 6 steps to superb customer experience management and here’s the research paper on best practices in customer experience management, technology, roles and the strategy required for success !

Customer Experience Management 61

Customer Experience Management Webinar Technology Management 61

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. They demand a satisfying digital experience or they’ll take their business to a competitor who can deliver it.

Brands 86

Brands Customer Experience E Commerce E-support 86

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

SurveySparrow

JUNE 19, 2023

The digital revolution has redefined how businesses interact with their customers, leaving a lingering question: How can you improve the digital customer experience? Understanding the Digital Customer Experience What is Digital Customer Experience?

Customer Experience 52

Customer Experience Multi-Channel Social Media Omnichannel 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. They demand a satisfying digital experience or they’ll take their business to a competitor who can deliver it.

Brands 83

Brands Customer Experience E Commerce E-support 83

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How do you design and manage a CX strategy?

Customer Experience 71

Customer Experience Net Promoter Score Touchpoint Customer Journey Mapping 71

SurveySparrow

AUGUST 14, 2023

In this blog, we delve into the transformative landscape of healthcare, where patients are no longer mere recipients of medical treatment but esteemed customers. As the healthcare industry witnesses this paradigm shift, the significance of customer experience in medical terms has never been greater. Let’s explore!

Healthcare 52

Healthcare Customer Experience Books Feedback 52

SurveySparrow

JULY 27, 2023

By embracing the power of digitizing customer experience, you can revolutionize your business and carve a path to unrivaled success. In this blog, we will deal with the secrets of the online customer experience, why it is important, and the benefits of digital transformation. What is Digital Customer Experience?

Customer Experience 52

Customer Experience Social Media Multi-Channel Touchpoint 52

SurveySparrow

AUGUST 14, 2023

They are the result of a well-crafted customer experience framework that transforms regular businesses into customer-centric marvels. In this blog, we’ll take you on a journey through the realm of CX frameworks. What is a Customer Experience Framework? Let’s dive in! Let’s dive in!

Customer Experience 52

Customer Experience Customer Centricity Customer Journey Mapping Touchpoint 52

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

JANUARY 12, 2015

I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”. Philosophy drives my actions, of course , including the following five: Philosophy #1: Experiences are not just about the “what” but also the “how.”.

2015 163

2015 Customer Experience CEM Webinar 163