Calabrio

NOVEMBER 25, 2020

The next blog in this series will go into more detail on how to develop key roles within your contact center to stay ahead of constant change. The priority on lowering costs has shifted toward improving customer satisfaction and driving better business results. In the next blog, we’ll discuss how to make those roles more strategic.

Contact Center 122

Contact Center Blog Banking Competitive Advantage 122

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

Feedback

OCTOBER 26, 2016

What is Social Customer Experience Management? However, do you know that companies now need to be increasingly aware of their brand presence, as well as how the voice of the customer affects their business reputation? . Embracing Feedback for Social Customer Experience Management. Conclusion.

Customer Experience Management 45

Customer Experience Management Management Customer Experience Social Media 45

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. What is a customer experience (CX) program?

Blog 86

Blog Brands Customer Experience Net Promoter Score 86

ShepHyken

OCTOBER 20, 2017

At Genesys, we make customer experience management systems that use assistive AI development — we call it “blended AI” and have personified it as “Kate.” Kate aims to augment the capabilities of call center agents and customer service/helpdesk personnel.

Blog 86

Blog Call Center Contact Center Omnichannel 86

PeopleMetrics

MARCH 14, 2016

Customer experience management solutions are powerful tools for any business. Customer experience management solutions help focus your energy. In some cases, companies are tracking customer experience metrics and collecting feedback, but they’re unsure what to do with that data.

Customer Experience Management 79

Customer Experience Management CEM Customer Experience Management 79

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Do not ever forget to remember your customers! Swati Kungwani is the content manager for iTouchVision. Complaints are opportunities to show how good you can be. Shep Hyken.

Blog 108

Blog Poor Customer Service Advertising B2B 108

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience? How Does the B2B Customer Experience Differ from B2C?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

Feedback

NOVEMBER 24, 2016

With feedback coming from everywhere online (online reviews, social media comments, customer feedback surveys, among others), businesses can more easily and instantly gain access to “Voice of the Customer” data and use this to measure and optimize the overall customer experience.

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. The post Credit Crunch 10 Years On – Four Seismic Changes in Customer Experience Management appeared first on Think CX.

Customer Experience Management 72

Customer Experience Management Customer Experience Management Customer Centricity 72

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.), In our world, I think we focus mainly on the latter. What''s the point of this post?

Customer Experience Management 65

Customer Experience Management Management CEM Customer Experience 65

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. If you haven't already, we invite you to subscribe to our blog !

2015 61

2015 Blog Customer Experience 2016 61

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

transcosmos Information Systems

OCTOBER 22, 2015

Ideally, reading customer service blogs is an essential step to accelerate the success of your business. So here we compiled 20 of the best customer service blogs we follow, and we suggest you subscribe or bookmark to them too, that is, if you haven’t yet! Salesforce Blog. Get Response. The Consumerist.

Blog 70

Blog 2015 Customer Service E Commerce 70

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. Thanks for reading! See you soon. Image Credits: Mirror Mirror by Andrew Roberts , CC BY 2.0.

Customer Experience Management 64

Customer Experience Management Sales Management Customer Experience 64

Calabrio

NOVEMBER 25, 2020

The next blog in this series will go into more detail on how to develop key roles within your contact center to stay ahead of constant change. The priority on lowering costs has shifted toward improving customer satisfaction and driving better business results. In the next blog, we’ll discuss how to make those roles more strategic.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

transcosmos Information Systems

OCTOBER 22, 2015

Ideally, reading customer service blogs is an essential step to accelerate the success of your business. So here we compiled 20 of the best customer service blogs we follow, and we suggest you subscribe or bookmark to them too, that is, if you haven’t yet! Check out last year’s top Customer Service blogs here.

Blog 54

Blog 2015 Customer Service E Commerce 54

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

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. Social media has given customers a megaphone for complaints that they might otherwise just have grumbled about under their breath.

Culture 81

Culture Blog Social Media Customer Service Representative 81

Beyond Philosophy

AUGUST 16, 2016

There’s a nice metaphor here that can be applied to the development and execution of customer experience management programs, particularly the elements that are dependent upon skilled, user-friendly data development and management. Think of customer experience results as the cornbread.

Customer Experience Management 60

Customer Experience Management Customer Experience Management Consulting 60

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 The ability to empathize enables us to see the customer’s world differently.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Customer Input

APRIL 1, 2012

Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.

CEM 55

CEM Customer Experience Management Customer Experience Management 55

Sampson Lee

MARCH 11, 2018

Why is there a high failure rate of customer experience (CX) initiatives? Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […]. And why do most CEOs not buy into CX?

Customer Experience Management 69

Customer Experience Management Customer Experience Management Customers 69

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B.

2014 76

2014 Metrics Net Promoter Score Blog 76

PeopleMetrics

JUNE 10, 2021

And if you want to be customer-centric, you need to make sure you're doing all three. In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.

Feedback 71

Feedback Management CEM Customer Centricity 71

GetFeedback

FEBRUARY 15, 2019

If your customer personas have a name and distinct personality, you can account for different factors that would affect their experience,” says Justin B. Gonzalez, a customer experience manager from 1 Day 2 Write and BritStudent. Connect on an emotional level with your customers.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

PeopleMetrics

APRIL 30, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

Customer Experience 133

Customer Experience CEM Download Books 133

Customer Input

JULY 6, 2012

An unforeseeable service outage could happen to any company, but it is not only technical crisis; it is also a customer relationship one. How prepared you are to inform customers through different channels will affect their perception of the company, and ultimately their loyalty.

Social Media 65

Social Media Customer Experience Management Customer Experience Management 65

PeopleMetrics

FEBRUARY 25, 2021

Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link]. YouTube: [link].

Roadmap 108

Roadmap Management CEM Customer Experience Management 108

Sampson Lee

MARCH 27, 2018

Why is there a high failure rate of customer experience (CX) initiatives? Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […]. And why do most CEOs not buy into CX?

Customer Experience Management 55

Customer Experience Management Customer Experience Management Customers 55

Sampson Lee

MARCH 25, 2018

Why is there a high failure rate of customer experience (CX) initiatives? Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […]. And why do most CEOs not buy into CX?

Customer Experience Management 55

Customer Experience Management Customer Experience Management Customers 55

BirdEye

APRIL 26, 2024

This blog post discusses the content creation tools businesses must use to enhance their campaigns. It can gather information and identify trends, content ideas, SEO-related keywords, and topic clusters for your blog posts. Incorporating them in your blog posts can also help you boost your rankings on organic search.

2024 59

2024 Social Media Multi-Channel E-support 59

Sampson Lee

MARCH 13, 2018

Why is there a high failure rate of customer experience (CX) initiatives? Conventional and Real CX in a Nutshell Many CX professionals currently assess customer experience through the lens of biased ‘service’, and are becoming […]. And why do most CEOs not buy into CX?

Customer Experience Management 51

Customer Experience Management Customer Experience Management Customers 51

Daniel Group

AUGUST 15, 2014

Once you do this, especially in B2B markets, you realize the second implication, which is that your “product” likely won’t satisfy all of your customers’ needs… it must be wrapped in excellent marketing, sales, training, support, and service. You must design customer experiences, not just products.

B2B 55

B2B Customer Experience Management Customer Experience Management 55

Bob Hayes

DECEMBER 17, 2017

All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning. I did my part this year to spread interest in analytics to more people.

2017 46

2017 White Paper Blog Competitive Advantage 46