Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. This is where CX metrics for success come into play. Essential CX Metrics for Success 1.

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Metrics Customer Experience Net Promoter Score Touchpoint 59

Beyond Philosophy

FEBRUARY 8, 2018

In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level my co-author Professor Ryan Hamilton of Emory University and I explore the influence of our emotions on our behavior as customers. People are irrational by nature. However, you don’t take advantage of your customers.

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Books Consulting Webinar Download 135

Daniel Group

SEPTEMBER 13, 2023

Act on Customer Feedback the Right Way — Make Your CX Team Effective Have you ever wondered how to act on customers’ feedback to ensure they stick around? There is an imperative to act on customer feedback. This complexity is why carefully considering where your CX leadership is housed is essential. These are: Marketing?

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Feedback B2B Leadership Culture 52

Daniel Group

OCTOBER 8, 2022

Is your CX program just running in the background? Your CX program isn’t something you can just “turn on” and forget. Too often, managers tend to “set and forget” their CX programs. It is as if collecting feedback is their CX program. It shouldn’t be! It shouldn’t be!

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White Paper 2022 Feedback Measurement 52

Beyond Philosophy

OCTOBER 2, 2017

. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” It is part of a broader celebration of Customer Experience Day.

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Customer Experience Professionals Customer Experience Rewards Programs Loyalty 229

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

But smart CX leaders are embracing the humanity and emotion that can’t always be measured in numbers. That said, it’s imperative to understand there are no limits to the competition. The post 5 Top CX Trends For Survival in the Age of the Customer appeared first on Customer Experience Consulting.

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Net Promoter Score 2017 Banking Metrics 244

PeopleMetrics

NOVEMBER 9, 2021

As such, it’s imperative that your market research and CX programs operate as a joint package. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link].

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Marketing Customer Experience CEM Download 71

GetFeedback

JANUARY 29, 2019

Companies that leverage feedback can bolster customer satisfaction and nurture customer loyalty, which is imperative for business growth. GetFeedback Survey Templates appeared first on GetFeedback Blog. Employees : use surveys to keep a pulse on employee happiness and learn how to improve employee culture. The post New and Improved!

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Net Promoter Score Roadmap Feedback Travel 150

Team Support

JANUARY 12, 2021

This three-part blog series aims to break down the main principles of the report into three parts to more clearly highlight the report’s key points. Company-wide initiatives to improve customer experiences (CX) and drive success are influencing Support to engage in new, more meaningful customer interactions. in 2020.

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B2B 2004 2021 Download 86

SurveyGizmo

JUNE 1, 2022

Because Alchemer powers so many Customer Experience (CX) programs, our Success Department spends a lot of time speaking with CX leaders. It is imperative to our business that we improve our customer’s business. Bringing CX to You. Check out our CX Success Tips — short videos featuring the best ideas in CX.

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Webinar Blog Feedback Technology 52

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

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Customer Experience Customer Journey Insights Technology 116

ClientSuccess

APRIL 2, 2021

Guest blog post by Jay Ripton. Start off by automating the way you deliver emails and blog content to your audience. . This will help you deliver appropriate and custom content like emails, blogs, etc., The business environment is still just as competitive as it was before the pandemic. that can cater to the right audience.

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Customer Experience E Commerce E-support Blog 75

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. Here are the key takeaways from the webinar.

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Customer Centricity Telecommunications Webinar Feedback 83

Kustomer

JUNE 13, 2022

Kustomer research discovered that CX professionals believe live chat (79%), social media (72%) and SMS (56%) will become more popular in the next three years while legacy channels like voice will stay the same. Why Is Chat Etiquette Important for CX? Instantaneous, chat-based channels are poised to grow in popularity.

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Customer Service Social Media Customers Interaction 98

CX Workout - Ideas Blog

NOVEMBER 3, 2020

At Decooda, we believe that underperforming CX programs have three distinct root causes: 1) Lack of Strategic and Structural Alignment. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

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Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

Upstream Works

MAY 13, 2020

It requires a holistic customer experience (CX) strategy, a responsive data strategy and the flexibility to adapt to a changing world. CX Strategy. Now more than ever, it’s imperative that agents have access to the basic context of incoming contacts. But doing so isn’t always that simple. Agent Tools.

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Contact Center Omnichannel Customer Journey Exceptional Customer Service 78

SurveySensum

JANUARY 26, 2024

This stage is characterized by a thorough exploration of options, making it imperative for businesses to strategically guide customers toward choosing their brand. Address common concerns and provide solutions through blog posts, FAQs, and webinars. Blog posts on fitness tips and the app’s unique approach.

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Customer Journey Social Media Touchpoint Webinar 52

Kustomer

JULY 18, 2022

By intentionally connecting your CRM and chatbots — two crucial elements of your CX strategy — you’ll allow your support to team to increase productivity and bolster customer relationships. In this blog, we’ll dive into the features of a modern CRM that you may be missing out on and ways to measure the success of your chatbot.

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Connections Multi-Channel Social Media Measurement 98

Lithium

JANUARY 4, 2022

But we can give you data-backed and useful predictions, informed by CX experts with decades of experience. Here is the latest on Atlas you should know about Some blog areas are limited to Khoros customers only. Snack Break & Hot Takes: Challenges of managing CX for an enterprise brand Register today. All in 30 minutes!

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2022 Webinar Events Contact Center 52

Totango

DECEMBER 28, 2020

It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Customer success is a key part of driving the overall CX vision to ensure that customers are engaged in a proactive manner.

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2021 Customer Journey Customer Success Fashion 79

Upstream Works

SEPTEMBER 28, 2022

With CX becoming a strategic business imperative, contact center leaders face growing pressure to close this gap. With so much data being generated from so many different types of interactions, it is fundamental that contact centers harness it in ways that help agents provide great CX.

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Contact Center Customer Journey Mapping Innovation Technology 78

Upstream Works

JANUARY 12, 2022

Technological advancement is imperative to enabling personalized assistance for every customer. Putting such CX functions into place requires absolute mastery of customer needs and organizational enablers to expedite data collection, analysis, and sharing. Is It Time For Digital Transformation? Agent Productivity Concerns.

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Contact Center Omnichannel Touchpoint Innovation 78

Beyond Philosophy

JUNE 5, 2017

To learn more about providing positive memories for your customers read our new book The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level. If you found this blog interesting, you might also enjoy: Don’t Be Fooled: Digital Will Never Replace Physical! New Technology Dramatically Helps CX.

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Hotels Travel Books Guest Experience 143

Experience Investigators by 360Connext

JULY 15, 2015

It’s imperative to hire the right whole person , not just the person with the right resume or skillset. This post was written for, and a version originally appeared on CX Journey. Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. People do.

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Customer Experience Airlines Loyalty Social Media 300

Think Customers

APRIL 11, 2016

In our connected world, the stakes are high for delivering CX that customers expect and want. Therefore, it's imperative for marketers to take on a greater role in evolving the experiences customers receive when interacting with their brands. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Marketing Omnichannel Blog Customer Expectations 56

Beyond Philosophy

SEPTEMBER 28, 2016

In my new book, The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience To The Next Level , co-written with Professor Ryan Hamilton of Emory University, we talk about the concept of Brand Halos and how they affect your brand. CX is Hitting A Brick Wall. I’d be interested to hear your thoughts in the comments below.

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2014 Books 2016 Loyalty 167

ShepHyken

NOVEMBER 19, 2021

But while you’re fulfilling orders, it’s imperative that you keep your customers in the loop on channels like email and SMS. Not that blog you’ve sent every new customer the last two years, send an insightful report they’d only get by signing up for email. . That’s great news! Send next-level content. Appeal to something greater.

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Communication Article Brands Touchpoint 84

Bold360

APRIL 15, 2021

FSIs learned (often the hard way) that their capacity to leverage and scale digital-first customer engagement is essential for ensuring business continuity and a seamless customer experience (CX). Accelerating Digital-First CX. 3 Steps for Taking a Post-COVID Approach to FSI Customer Engagement appeared first on Bold360 Blog.

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Customer Engagement Engagement Banking 2019 52

Beyond Philosophy

AUGUST 28, 2017

In my book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the Next Level , Professor Ryan Hamilton and I explain that memory is the most important driver of value and long-term loyalty for a brand. If you enjoyed this blog, you might also find these interesting: Revolutionary Thinking on Customer Loyalty.

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Books Call Center Measurement Loyalty 112

Beyond Philosophy

MAY 24, 2017

Professor Ryan Hamilton and I wrote about this in depth in our recent book: The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level. Find out how by joining us for our FREE webinar on 25th May to discover the 1 0 Critical Steps For A Successful CX Program. 7 Reasons to Focus on Customer Value.

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Sports Hospitality Books Consulting 137

ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

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Customer Success B2B Webinar Consulting 73

Eptica

APRIL 30, 2020

This isn’t just a moral imperative but will demonstrate to consumers that you share their purpose, increasing current and future engagement. This is the second in our series of blogs on COVID-19 and customer service - read the thoughts of CX expert Manuela Pifani in the first blog on turning the crisis into a positive opportunity here.

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Net Promoter Score Leadership Consumers 2020 74

Beyond Philosophy

JANUARY 25, 2016

But if you want to remain competitive in today’s economic climate, putting the focus on Customers is imperative to your bottom line. In the best situations, you can design operations that work for both, but if a choice must be made, it’s imperative that you choose the option that favors what’s good for the Customer.

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Customer Centricity Consulting Call Center Customers 109

SurveySparrow

AUGUST 14, 2023

In this blog, we’ll explore the secrets of crafting exceptional customer experiences, empowering you to leave an indelible mark on every customer’s heart. How To Provide a Positive CX? Factors That Influence and Contribute to a Positive CX Several factors contribute to creating a positive customer experience.

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Customer Experience Customer Centricity Customers Loyalty 52

Daniel Group

SEPTEMBER 22, 2022

Three Steps to Excellent CX: Measure, Manage, and Improve. Delivering excellent CX (customer experiences) is imperative for businesses today. A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it. There are many reasons for this divide.

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Measurement Management White Paper B2B 52

Bold360

MARCH 26, 2020

Due to social distancing and employees working from home, the new normal that has impacted everyone across the United States and the globe, your approach to CX must change. Here are two imperatives: Companies must enable their workers to work remotely, providing them with the tools and training they need to work effectively from home.

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Engagement Call Center Lifetime Customer Customer Engagement 66

Optimove

DECEMBER 14, 2023

What it means for marketers: Aligning with these values isn’t just a choice; it’s a strategic imperative, offering brands a competitive edge.  Sustainability and Social Responsibility  Prediction: In the business landscape of 2024, sustainability and social responsibility will continue to be paramount. 

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2024 Marketing Consumers Download 72