Beyond Philosophy

JULY 13, 2016

Having a great product or service is the way you bring the customer in. Having a great Customer Experience is how you get them to come back. Q: How does one tackle a 40-Touchpoint (or more) customer journey as it pertains to providing a consistent Customer Experience throughout all departments?

Customer Experience 111

Customer Experience Airlines Banking Retail 111

OpinionLab

SEPTEMBER 16, 2016

Along with every piece of customer feedback, an effective VoC program collects reported context (at the most basic level, what your customers feel about their customer experience) and touchpoint context (i.e.

Voice of Customer 107

Voice of Customer 2016 Omnichannel Touchpoint 107

Chattermill

SEPTEMBER 11, 2019

The ultimate example of a company disrupting an industry with customer experience? Netflix, in 2016, represented 35% of all internet traffic in North America, boasting around 75 million subscribers worldwide. They work hard to remove any friction for the customer. So tailoring your touchpoints becomes invaluable.

Customer Experience 76

Customer Experience Touchpoint Entertainment 2016 76

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

2017 40

2017 Customer Engagement Engagement Contact Center 40

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

2017 40

2017 Customer Engagement Engagement Contact Center 40

NICE inContact

AUGUST 25, 2016

SpiceCSM also allows you to automate processes that are high-volume and have multiple application touchpoints. Integrations with valued partners like inContact, leverage feeds of information that drive real-time, personalized actions and responses for your customers. . The days of technology-driven process design are over.

Customer Engagement 48

Customer Engagement Connections Engagement Contact Center 48

Second to None

FEBRUARY 4, 2020

Consumer products companies and retailers who create those digital touchpoints have a much better shot at getting the shopper’s attention and loyalty before competitors, many of whom aren’t even in the game yet.”. 3-18, 2016. Grocery catches up with growing digital influence. About the survey. SOURCE: Deloitte. RELATED LINKS.

Customer Journey 48

Customer Journey 2013 Retail Apparel 48

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. trillion per year when their customers leave – and that’s only in the US.

Chief Customer Officer 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

SurveyGizmo

JULY 19, 2018

Many companies understand the value of customer experience but lack the analytics needed to strategically scale. While 75 percent of organizations believe themselves to be customer-centric, only 30 percent of consumers agree, according to Capgemini.

Technology 65

Technology Net Promoter Score Chief Customer Officer 2016 65

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017.

2017 75

2017 B2C 2016 B2B 75

CX Journey

JUNE 22, 2017

It was published on their blog on October 25, 2016. In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle.

Customer Journey Mapping 58

Customer Journey Mapping Communication Customer Centricity Customer Journey 58

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer Centricity 59

Customer Centricity Marketing 2017 Consumers 59

ENGAGE.cx

AUGUST 18, 2015

It is crucial for brands to adapt to this evolving expectation, otherwise it can negatively impact customer perceptions of the brand for years to come. By 2016, 89% of companies surveyed plan to compete on the basis of customer experience. The post Does Your Business Have a Customer Experience Strategy?

Customer Experience 66

Customer Experience 2016 Touchpoint Retail 66

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. But what tools do we give to employees to prepare them to deliver a great customer experience?

Engagement 61

Engagement Customer Experience Customer Journey Mapping 2016 61

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017.

2017 48

2017 B2C 2016 B2B 48

Touchpoint Dashboard

DECEMBER 22, 2015

Not because they weren’t key points that are important for businesses interested in true customer experience; rather, because they simply weren’t pursued the way they should have been. By Peter Haid Admittedly, I wasn’t spot-on with my predictions for 2015.

2016 30

2016 2015 Customers Customer Experience 30

Qualtrics

MAY 1, 2019

Since founding Holly Palmer Consulting in 2016, she has presented at industry conferences on topics including creating a relationship fundraising culture, how to improve donor retention and how to design a meaningful alumni research study. Key action: Ask for feedback at every touchpoint; don’t just rely on surveys.

Engagement 39

Engagement Events Workshop Social Media 39

LiveChat

OCTOBER 31, 2019

Here are some essential automation strategies and technologies for delivering an outstanding customer experience: 1. Marketing automation technologies allow you to deliver a highly personalized experience to customers across all touchpoints affordably. The cycle of optimizing customer experience is also getting shorter.

Loyalty 57

Loyalty Call Center Return on Investment Consumers 57

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer Centricity 48

Customer Centricity Customer Engagement Engagement 2018 48

CX Journey

SEPTEMBER 8, 2016

It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. Maps will facilitate a culture transformation - to one that's more employee-centric and customer-centric.

Customer Experience 49

Customer Experience Employee Experience Workshop Culture 49

CX Journey

MARCH 29, 2017

It was published on their blog on April 26, 2016. I recently came across some research conducted among customer experience (CX) practitioners that found that their #1 challenge this year is creating a customer-first culture. Image courtesy of hundrednorth I originally wrote today's post for Clicktools. Every time.

Culture 47

Culture E-support Leadership Employee Experience 47

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years. Harley Manning, Forrester Analyst.

Customer Experience 56

Customer Experience Definition Interaction Customers 56

SurveySparrow

OCTOBER 25, 2019

By doing this, your customer support team can easily identify who they are and understand them better. It is an important step towards becoming truly customer-centric. Think about how often do you conduct customer feedback surveys ? Ask for feedback from your customers during every stage of the interaction.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Alida

JANUARY 13, 2017

Two-thirds of CMOs are now on the hook for improving customer experience (CX). According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. But that’s a limited view of the customer experience. ” How to win the CX war in 2017.

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

SurveyGizmo

DECEMBER 13, 2017

While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. . Experts in CX like Mastercard’s Kroner have devoted years perfecting every single touchpoint a customer has with brands.

2018 58

2018 Customer Experience E-support Consumers 58

Kustomer

JUNE 27, 2022

Recent technological advancements in customer care have not only created a much-needed pathway for brands and customers to connect, but have also served to elevate the virtual service experience as a whole. The Importance of Compassionate Customer Service and Truly Human CX. Top 12 Customer Service Software Tools for 2022.

2022 98

2022 Customer Service E Commerce E-support 98

Bold360

SEPTEMBER 15, 2016

If you were to wager a few years back that in 2016 a vast majority of companies would identify improving customer experience as one of their highest priorities, your money couldn’t be much safer. In fact, Forrester’s CX Index places the figure at 73 percent.

Metrics 40

Metrics Measurement Customer Experience Customer Journey 40

Ian Williams

NOVEMBER 15, 2015

In fact, in a survey undertaken by Gartner in 2014, 89% of marketers stated that they expect to compete primarily on the basis of CX by the year 2016. Although it has only really been taken seriously within the past 15 years, many of the aspects and practices found within CEM (Customer Experience Management) go back a lot, lot further.

Customer Journey Mapping 142

Customer Journey Mapping Customer Journey CEM Blog 142

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Customers using certain channels respond to Fizzback polls in less than 20 minutes, ensuring the business can react quickly. Customer Engagement.

2015 97

2015 Multi-Channel 2014 CEM 97

Currency Alliance

MARCH 9, 2021

In a true, headless, loyalty platform, the backend functionality is purpose-built to be decoupled from the front-end customer touchpoints, connected via easy APIs. In most cases, these compromises also led to frustration among customers and inefficiency in business operations.

Loyalty 59

Loyalty Customer Engagement Engagement Banking 59