Clarabridge

MAY 11, 2018

In order to provide experiences that lead to better customer loyalty, companies must start looking at everything through an “effort lens” and ultimately work to reduce effort at every touchpoint. With today’s ever-evolving customer, GE Appliances understands the importance of driving meaningful social media engagement.

2018 40

2018 Social Media Healthcare 2019 40

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Measurement 71

Measurement 2021 Management Omnichannel 71

Answer Dash

APRIL 17, 2020

That’s why it’s wise to optimize every part of the customer journey and create an integrated, consistent omnichannel experience that’s based around your customer rather than the internal anatomy of your business. Your CRM system is a valuable tool here as it already contains a record of your interactions with each customer to date.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Hero Digital

OCTOBER 5, 2019

Below, you’ll find our five-step process for identifying key customer insights, untangling the buyer’s journey, and building full-funnel B2B messaging strategies. Though more expensive, these firms often produce high-quality, scientifically rigorous surveys that can better shine a light on key insights about your target customers.

B2B 40

B2B Touchpoint White Paper Multi-Channel 40

Qualtrics

OCTOBER 22, 2021

The Experience ID remembers all customer feedback, attributes, and demographic information collected directly from Qualtrics or 3rd party applications like CRM, marketing automation tools, ticketing software, and CDPs in one centralized customer profile. Resources: Custom CDP Solutions from our partner commonFont.

Touchpoint 26

Touchpoint Events Reference Feedback 26

Thematic

NOVEMBER 13, 2018

MIT has a great overview which states VOC provides an “unparalleled insight into what your customers really want from your business and product”, as the feedback comes directly from your prospects. Many organizations believe that by gathering feedback and executing surveys, they have a VOC program in place.

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101

Comm100

DECEMBER 19, 2017

Guided by the ideal customer interaction and the CX strategy, develop a protocol for customer service that will consistently offer value over the long term. Remember that these protocols will differ with customer groups because of their different needs. Collect and act upon customer insights.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

Wootric

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Comm100

DECEMBER 1, 2017

This is why 34% of organizations have recognized the importance of improving their voice of the customer strategy: They want to be sure that the customer experiences that they are designing (and the investments that they are making) are what their customers are actually asking for. Customer Journey Mapping Is Gaining Importance.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

Lumoa

MARCH 12, 2023

Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. But customer feedback and insights are often the least accessible information in a business. Companies rarely have processes in place to regularly collect feedback.

Customer Experience 83

Customer Experience Customer Journey Mapping NPS Consulting 83

Survicate

DECEMBER 11, 2018

Wondering if a CRM survey could help uncover the customer insights you miss? Fact: 72% of companies question the accuracy of their customer information. Finally, CRM survey helps discover what drives customers in their buying journey. If done poorly, each could leave a customer with insufficient information to succeed.

Sales 40

Sales NPS Innovation Loyalty 40

Survicate

DECEMBER 11, 2018

Wondering if a CRM survey could help uncover the customer insights you miss? Fact: 72% of companies question the accuracy of their customer information. Finally, CRM survey helps discover what drives customers in their buying journey. If done poorly, each could leave a customer with insufficient information to succeed.

Sales 40

Sales NPS Innovation Loyalty 40

Lumoa

AUGUST 3, 2021

How to transform the experience by looking at customer journeys 1. It’s the journey and not single touchpoints that matter Companies have traditionally looked to improve customer experience by focusing on particular touchpoints, which often creates misleading results. This inconsistent feedback can be confusing.

Customer Journey 103

Customer Journey Customer Experience Customer Journey Mapping Touchpoint 103

Think Customers

OCTOBER 11, 2021

Consider the myriad interactions a customer has with a company’s employees and other touchpoints. Defining the right set of metrics to gauge customer experience success requires mapping all points of contact, applying several customer experience metrics, and integrating customer interactions.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

Bold360

DECEMBER 1, 2016

“The biggest mistake companies make evaluating and purchasing customer care software is…” Not utilizing the power of their CRM! CRMs are under-utilized for customer retention. Very few companies actually extend the pipe to include critical customer care steps such as “CHECK-IN” or “ISSUE RESOLUTION”.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

ShepHyken

APRIL 7, 2023

This could be something as simple as frequently forgetting passwords or something more serious like needing help to trace a purchase or needing a necessary feature on the platform they’re using. A customer pain point is a distinct issue that your customers or prospects encounter during contact with you at various touchpoints.

E-support 48

E-support E Commerce Advertising Consumers 48

SurveySensum

APRIL 7, 2023

It requires a fundamental shift in mindset, where the customer’s needs and preferences are the driving force behind all decision-making. It is the art of delivering exceptional customer care and assistance in a way that enables companies to consider the customer as the central point of their business.

Customer Centricity 52

Customer Centricity Culture Net Promoter Score NPS 52