What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
Customer Experience Related Topics 
355 
How to Improve Customer Experience: A Step by Step Guide
Lumoa
JANUARY 31, 2023
Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?
Do You Need a Customer Experience (CX) Manager?
InMoment XI
JANUARY 10, 2023
CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. What Is a Customer Experience Manager (CX Manager) ?
Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience
InMoment XI
NOVEMBER 28, 2022
Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. .
Leveraging Data Analytics to Optimize the Customer Experience
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!
3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital
InMoment XI
SEPTEMBER 28, 2022
Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., Customer Journey Mapping.
Digital Customer Experience: The Value of “Slamming” Your Assumptions
InMoment XI
DECEMBER 27, 2021
In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience.
The Ultimate Guide: How to Build a Customer Experience Department
Lumoa
JANUARY 19, 2023
Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Map Your Current Customer Journey 3.
How Targeted Surveys Help Improve Your Customer Experience (CX)
InMoment XI
MARCH 4, 2022
One tool is practically synonymous with the customer experience (CX) industry: surveys. Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line. How do we want to improve their experience?”
The Cost of Deprioritising Customer Experience During Tough Times
InMoment XI
JANUARY 27, 2022
It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. This happens because each party, due to their experience, sees the business through a different lens. Balancing Operations and Customer Experience: A Case Study.
The State of Customer Experience 2023 Research Report
Advertisement
The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.
How to Humanize Customer Experience & Drive Meaningful Customer Relationships
InMoment XI
SEPTEMBER 21, 2021
There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers. You can speculate about numbers, but they don’t reveal the exact, organic reason why customers feel one way or another.
Customer Experience 101: Types of Surveys
InMoment XI
APRIL 26, 2022
Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? Surveying can reach many customers in many locations or with many limitations.
Follow these trends to become a 2023 customer experience innovator
Alida
JANUARY 17, 2023
While navigating a recession is undoubtedly difficult, spending the time to understand customer motivations and concerns can significantly reduce risk from decision-making and help create more value for both customers and the business. Customer Experience
5 Ways to Supercharge Your CX Strategy
Advertisement
Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!
.png)
How Insight Communities Improve Customer Experience
Alida
AUGUST 6, 2021
Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with.
Moments That Matter in the Customer Experience: How Driver Analysis Helps Identify Which to Focus on & Why
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.
4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program
InMoment XI
AUGUST 3, 2022
One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen “light” menu that features low calorie salads and sandwiches. But, as the restaurant underwent a massive change, they realized that their current customer experience platform was ineffective.
The Role of Customer Experience in Telco
Lumoa
JULY 21, 2022
There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . As we slowly progress to a post-pandemic reality, customers expect the same type of attention and service to continue.
The Ultimate Guide to CX Surveys
Advertisement
Customer feedback is essential if you want your business to thrive – it will give you the direction to improve. Discover best practices, how to formulate a great survey, and the best customer experience survey questions to ask, all with examples!
Customer Experience Indexes: Modern Thinking
ClearAction
AUGUST 19, 2020
Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers.
How to provide more personalized customer experiences
GetFeedback
JANUARY 31, 2022
Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report.
The Employee & Customer Experience Improvement Framework You Need in 2022
InMoment XI
DECEMBER 23, 2021
Every holiday season, we at team InMoment like to look back and reflect on what we’ve learned about employee and customer Experience Improvement, and then put those top learnings into a “cheat sheet” of sorts for our readers.
Golden Ticket to Customer Experience Event
Doing CX Right
FEBRUARY 3, 2023
Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. The post Golden Ticket to Customer Experience Event appeared first on Doing CX Right. Featured Blog customer service cx event
2021 State of Customer Service Experience Report
Advertisement
Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.
The Personality Of Customer Experience
CX Accelerator
MARCH 14, 2019
When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? The bottom line is that Customer Experience Management as a practice is struggling to demonstrate ROI. There is no doubt that Customer Experience work requires charismatic social skills to be successful.
The Difference Between Customer Interactions and Customer Experiences
InMoment XI
OCTOBER 21, 2021
Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. What Is a Customer Interaction? What Is a Customer Experience?
Customer Experience Is… What, Exactly?
Experience Investigators by 360Connext
MAY 20, 2015
What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context. Unhappy customers will harm your brand. Customer Journey Mapping.
2020 Customer Experience: 20 Wishes
ClearAction
JANUARY 20, 2020
2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is defined by customers.
Optimizing Your Customer Journey In 2022
Advertisement
Creating a strong customer experience is now one of the most important priorities businesses focus on. Time to take a customer-first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!
Benefits of Customer Experience
Zonka Feedback
OCTOBER 11, 2021
Customer Experience is a determining factor to the sustained growth of any business. A remarkable customer experience encourages brand advocacy, promotes customer loyalty, retains customers, improves customer acquisition rate, and reduces churn.
European Predictions 2023: Customer Experience
Forrester Digital Transformation
OCTOBER 24, 2022
2023 will be a year of reckoning for European customer experience teams. Age of the Customer customer experience Europe European Predictions 2023 predictionsSome will widen CX advantage over competitors, while other teams will be forced to disband. Learn more.
How L&Q improves customer experience by listening to diverse voices
Alida
JULY 29, 2021
Since everyone can, in an instant, compare companies on all things related to the customer experience , delivery time, customer service, return policies, and even branding are included in the decision process. Customer Experience
Becoming the architect of the customer experience
Alida
JULY 28, 2022
When customers approach your company, they’re not just looking for a product or service. They’re looking for an experience —one that fully immerses them in your world. Customer Experience
A Simple Guide to Stakeholder Engagement
Advertisement
Are you struggling to get stakeholder ‘buy in’ to your CX program? This new guide provides a range of stakeholder engagement tactics you can implement to help drive a customer-centric culture.
Let's personalize your content