What Are Customer Touchpoints?

GetFeedback

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

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 397
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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 396

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 379

Why the Future Success of Retail Lies in Customer Experience

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.

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 380

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 402

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.

B2B Customer Experience Best Practices

Craig James

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.

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

Shopping for Experiences, Not Products: A Primer on Retail Customer Experience in the Experience Economy

InMoment XI

And that’s why the retail customer experience is more important than ever before. What Is the Experience Economy? These days, retail customers prefer to spend money with brands that deliver great experiences, and great experiences go far beyond what’s on a store shelf.

2022 369

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

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

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 368

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

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

3 Ways to Improve your Customer Experience with Warm Transfers

TechSee

Your experience will depend on the agent’s next few words. ” The Modern Call Center Customer Journey. According to HubSpot Research , one in three customers say the most frustrating aspect of customer service is having to keep repeating information.

2022 174

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?

Struggling to Prove the ROI of Customer Experience? You Could Be Missing These 3 Keys to Success

InMoment XI

More than ever before, proving the ROI of customer experience is absolutely vital. And, unfortunately, customer experience programs may fall on the chopping block. 3 Keys to Prove the ROI of Customer Experience.

2022 391

The 2022 State of CX Report

Uncover the emerging trends that are influencing the decision-making and strategies driving the new era of customer experience.

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

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

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.

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

The Ultimate Guide to Customer Service in 2022

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.

Humanizing the Digital Customer Experience

SaleMove

Are you doing enough to humanize the digital customer experience? The post Humanizing the Digital Customer Experience appeared first on Glia Blog | Digital Customer Service Explained. Are your competitors? Find out how you can up your human game.

2022 68

4 “Global Gurus” Share Their Advice for Customer Experience Leaders

Customer Bliss

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And,

2021 225

3 Things You Can Do Right Now to Create More Inclusive Employee & Customer Experiences

InMoment XI

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

2022 354

Three Steps You Should Take Before You Send a Customer Experience Survey

InMoment XI

Customer experience surveys have served us well when it comes to collecting customer feedback data. When we have questions about the experience, there’s no better way to get answers than asking our customers directly, right? Retain existing customers?

2022 355

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

What the Supply Chain Crisis Means for Your Customer Experience

InMoment XI

The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. Today’s discussion covers three factors brands should be aware of as they consider supply chain issues within the context of customer experience (CX).

2021 308

Customer Experience for Insurance Providers Requires a Human Touch

Alida

Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. They aren’t sufficiently demonstrating that they understand their customers. Customer Experience

Building a Successful Customer Experience Strategy

GetFeedback

Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers. What is customer experience (CX)?

2019 264

3 Highlights from Customer Experience Experts at the XI Forum Singapore

InMoment XI

With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember. On the main stage, customer experience experts from Alliance, HSBC, and Foot Locker taught delegates what to do to elevate their experience program.

2022 362

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.