InMoment XI

MARCH 18, 2024

Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth. Now that we’ve explored capturing Strongest Signals in our previous blog post , it’s time to dive into the heart of Integrated CX—unlocking the Richest Insights.

Insights 260

Insights Multi-Channel Webinar Social Media 260

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. According to research: 95% of automotive shoppers rely on online resources to gather information, bypassing dealerships as their starting point.

Automotive 260

Automotive Management Social Media 2024 260

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. What is B2B Customer Experience?

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

Amity

APRIL 10, 2017

Every marketplace has its gaps or customer pain points. This article is going to help you identify these customer pain points and guide you through using that knowledge to tailor a personalised customer experience for your target market. Identifying customer pain points - present and future.

Social Media 52

Social Media Advertising Customers Marketing 52

InMoment XI

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with. But is the call center interaction all that matters for the customer?

Customer Experience 493

Customer Experience Call Center Touchpoint Measurement 493

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. Start by delving deep into your customers’ perspectives, their pain points, and their expectations.

NPS 260

NPS Customer Centricity Culture Automotive 260

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Blog 120

Blog Brands Engagement ROI 120

ShepHyken

FEBRUARY 1, 2019

This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. Shep Hyken believes customer centricity must start on the inside, with your employees. – Imagine the desired customer experience.

Customer Centricity 88

Customer Centricity Culture Blog Reference 88

Feedbackly

AUGUST 23, 2023

A customer journey or buying journey captures all the interactions between the customer and brand throughout the buying process. As businesses deal with different types of customers, a brand can have multiple customer journeys based on the routes taken by clients to approach the brand, review it, and purchase the products.

Customer Journey 98

Customer Journey Customer Journey Mapping Touchpoint Social Media 98

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 95

Blog Omnichannel Average Handle Time Contact Center 95

ShepHyken

JULY 5, 2019

This week we feature an article by Alexandra Mederrick who writes about why effectively communicating online with your customers is a key to success for any business. One that unlocks the opportunity to form a relationship and build customer loyalty. . One that unlocks the opportunity to form a relationship and build customer loyalty.

Communication 120

Communication Blog Social Media Feedback 120

ShepHyken

JUNE 9, 2017

This week we feature an article by Josh Brown about the importance of cultivating long-term relationships with relational customers who want to get more out of their experience with your company. Today, I’d like to talk about which customers you should obsess over. Now, don’t get me wrong: All of your customers are important.

Blog 98

Blog Net Promoter Score Article Customers 98

Optimove

JUNE 1, 2023

We begin this three-part series with the basics – the intricacies of the modern customer journey – and shed light on its various stages and steps. The (modern) Customer Journey In today’s dynamic e-commerce landscape, understanding the customer journey has become more critical than ever.

Customer Journey 98

Customer Journey E Commerce E-support Marketing 98

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. The last mile, undeniably, is critical to ensuring customer satisfaction and loyalty.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. On this point, employee engagement in the company message is critical. Be present.

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. ” says Marcus. Is it easy?

Net Promoter Score 547

Net Promoter Score Customer Centricity Metrics Customer Journey 547

Very Best Service

JANUARY 26, 2024

Making Marketing and Customer Service Work Together Image by DALL·E 3 Imagine this: your marketing team crafts a beautiful campaign, promising the world to potential customers. But when those excited prospects turn into actual customers, they hit a brick wall at customer service. The result?

Customer Service 52

Customer Service Marketing Touchpoint Demo 52

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken. Here are a few tips.

Blog 93

Blog Net Promoter Score Customer Centricity Feedback 93

Alida

DECEMBER 15, 2016

In this blog post, we look at five ways to use customer feedback to inform cohesive, strategic and integrated content marketing strategies. By gathering customer feedback over time it becomes easier to separate your readers from your non-readers, and find similarities and differences between the two. Final thoughts.

Feedback 213

Feedback Marketing Social Media 2017 213

SurveySparrow

JULY 4, 2023

When a customer enters your store or visits your website, they bring with them a need, a desire, or a problem to solve. The answer lies in understanding and optimizing the customer experience journey. What is a Customer Experience Journey?

Customer Journey Mapping 52

Customer Journey Mapping Customer Experience Touchpoint Loyalty 52

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journey Call Center Touchpoint 52

SurveySensum

JANUARY 26, 2024

When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey. Claire’s story encapsulates the essence of a customer journey. What is a Customer Journey?

Customer Journey 52

Customer Journey Social Media Touchpoint Webinar 52

Interactions

MARCH 28, 2024

Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations. 94% of consumers say they expect better customer service than they currently receive. Yet, many aren’t delivering.

Contact Center 62

Contact Center Innovation Consumers Interaction 62

ShepHyken

JANUARY 20, 2017

This week on our Friends on Friday guest blog post my colleague, Jason Grills, writes about the importance of good customer support and the impact it can have on your business. Customer support agents must understand just how important their roles and responsibilities are to the customer experience. Shep Hyken.

Blog 86

Blog Contact Center Communication Brands 86

BirdEye

MARCH 4, 2024

While this isn’t necessarily a hard and fast rule, there’s truth behind it — consistent and repeated exposure plays a crucial role in transforming potential customers into actual buyers. In fact, according to Birdeye data , 36% of multi-location marketers send personalized messages to their customers daily. Drive more revenue.

Marketing 109

Marketing Multi-Channel Events Demo 109

Feedbackly

SEPTEMBER 22, 2023

CX KPIs quantify the success of your Customer Experience (CX) efforts. They can help you understand how well you cater to customer expectations and what to focus on to do better. Consider what aspects of customer experience are more critical for your brand and integrate relevant KPIs accordingly. But do you need everything?

Net Promoter Score 98

Net Promoter Score NPS Measurement Metrics 98

Feedbackly

SEPTEMBER 26, 2023

Customer experience reflects the relationship that a business co-creates with its customers. As customer journeys have only evolved to be more complex with an increasing number of channels and touchpoints, the complexity of customer behavior can stem from a multitude of factors.

Management 98

Management ROI Touchpoint Roadmap 98

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Feedbackly

AUGUST 17, 2023

Ever since we introduced EVI® to our Feedbackly customers, the response has been overwhelming. Today, let’s talk about how this game-changing metric helps in improving CX and the customer journey! Today, let’s talk about how this game-changing metric helps in improving CX and the customer journey!

Touchpoint 98

Touchpoint NPS Metrics Omnichannel 98

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? 8 strategies to get great customer service based on YOUR actions: 1. Pay attention to HOW you speak to customer service associates as well as WHAT you say. Customer service reps may be having a worse day than you are. Customer ratings may become the trend. Always do your best.

Customer Service 126

Customer Service Social Media Blog Customers 126

Beyond Philosophy

FEBRUARY 29, 2024

The pain of parting with the physical money will impinge upon the pleasure you get from buying something you want. We can feel guilty about spending, even feel a twinge of “pain” by parting with our money. By mentally accounting for it, we separate the pain of spending from the enjoyment of purchasing.

Banking 78

Banking Books Financial Download 78

Zonka Feedback

JULY 18, 2023

Check out this blog to find proven strategies and tips to gather product feedback. What's the secret to creating awesome products that truly resonate with customers and go above and beyond their expectations? Well, it all comes down to one simple yet powerful concept - listening to your customers.

Feedback 40

Feedback Engagement Customer Centricity Blog 40

BirdEye

MARCH 27, 2024

This blog post explores what curated content is and provides a complete guide for businesses looking to include content curation in their marketing strategy. Enhanced audience engagement As customers engage more with your content on social media, your engagement rates will naturally increase. Table of contents What is curated content?

Social Media 57

Social Media Presentation Demo Blog 57

SurveySparrow

AUGUST 14, 2023

What if you could turn every customer interaction into a remarkable experience that keeps them coming back? The truth is, businesses that prioritize customer experience programs see a 10-15% increase in revenue , making it a game-changer in today’s competitive landscape. That’s the magic of a CX program!

Customer Experience 52

Customer Experience Customer Journey Mapping Customer Centricity Omnichannel 52

Cyara

JUNE 23, 2022

This article was originally published on Botium’s blog on October 6, 2021, prior to Cyara’s acquisition of Botium. Chatbots are — lead generators, help desks, customer services, reinforcements for brand recognition, and so on… but what if customers intentionally avoid talking to your bot? What are the pain points?

2021 67

2021 Blog Article Interaction 67

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. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients.

Insurance 109

Insurance Customer Experience Social Media Omnichannel 109