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What Are Customer Touchpoints?

GetFeedback

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

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How to Improve Customer Experience: A Step by Step Guide

Lumoa

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?

2023 138
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Do You Need a Customer Experience (CX) Manager?

InMoment XI

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) ?

2023 283
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Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience

InMoment XI

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. .

2022 378
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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!

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3 Areas of Customer Experience Where Human Expertise Is Absolutely Vital

InMoment XI

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.

2022 426
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Digital Customer Experience: The Value of “Slamming” Your Assumptions

InMoment XI

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.

2021 398
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The Ultimate Guide: How to Build a Customer Experience Department

Lumoa

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.

2023 83
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How Targeted Surveys Help Improve Your Customer Experience (CX)

InMoment XI

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?”

2022 381
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The Cost of Deprioritising Customer Experience During Tough Times

InMoment XI

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.

2022 403
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The State of Customer Experience 2023 Research Report

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.

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How to Humanize Customer Experience & Drive Meaningful Customer Relationships

InMoment XI

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.

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B2B Customer Experience Best Practices

Craig James

Article 141
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Customer Experience 101: Types of Surveys

InMoment XI

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.

2022 260
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Follow these trends to become a 2023 customer experience innovator

Alida

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

2023 130
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5 Ways to Supercharge Your CX Strategy

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!

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How Insight Communities Improve Customer Experience

Alida

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.

2021 208
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Moments That Matter in the Customer Experience: How Driver Analysis Helps Identify Which to Focus on & Why

InMoment XI

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.

2022 383
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4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program

InMoment XI

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.

2022 382
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The Role of Customer Experience in Telco

Lumoa

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.

2022 90
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The Ultimate Guide to CX Surveys

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!

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Customer Experience Indexes: Modern Thinking

ClearAction

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.

2020 137
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How to provide more personalized customer experiences

GetFeedback

Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report.

2022 310
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The Employee & Customer Experience Improvement Framework You Need in 2022

InMoment XI

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.

2022 370
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Golden Ticket to Customer Experience Event

Doing CX Right

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

2023 83
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2021 State of Customer Service Experience Report

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.

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The Personality Of Customer Experience

CX Accelerator

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.

2019 292
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The Difference Between Customer Interactions and Customer Experiences

InMoment XI

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?

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Customer Experience Is… What, Exactly?

Experience Investigators by 360Connext

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.

2015 241
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2020 Customer Experience: 20 Wishes

ClearAction

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.

2020 101
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Optimizing Your Customer Journey In 2022

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!

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Benefits of Customer Experience

Zonka Feedback

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.

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European Predictions 2023: Customer Experience

Forrester Digital Transformation

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.

2023 82
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How L&Q improves customer experience by listening to diverse voices

Alida

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

2021 208
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Becoming the architect of the customer experience

Alida

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

2022 130
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A Simple Guide to Stakeholder Engagement

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.