Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. Digital channels are absolutely critical when designing your customer experience. Mobile vs desktop retention.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Natalie Petouhof

AUGUST 15, 2022

“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

inQuba

APRIL 11, 2019

On the 11th April 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration. How do you discover and visualize the real customers’ journeys as they navigate your products and channels? How do you anticipate customer churn, in real time?

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey White Paper Webinar 40

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping. PUT THE “PRO” IN PROACTIVE.

Customer Journey Mapping 53

Customer Journey Mapping Customer Journey White Paper Customer Philosophy 53

inQuba

DECEMBER 5, 2018

How do you intervene in order to mend and recreate customer experiences. Get the White Paper. inQuba: The Science of Retaining Customers in Financial Services & Insurance [Aus Webinar] from Antony Adelaar. The post Customer Journey Management for Financial Services & Insurance appeared first on inQuba.

Insurance 45

Insurance Financial Customer Journey White Paper 45

inQuba

MAY 9, 2019

On the 9th May 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration. How do you discover and visualize the real customers’ journeys as they navigate your products and channels? How do you anticipate customer churn, in real time?

Customer Journey Mapping 40

Customer Journey Mapping Webinar Customer Journey White Paper 40

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience. Shep Hyken. Hoffman, a graduate of St.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

Integrity Solutions

APRIL 19, 2024

Not only can personalization help you close more deals faster, it can also help you close larger deals and, ultimately, retain more customers and reduce churn. According to Gartner , customer experience “drives more than two-thirds of customer loyalty” when compared to brand preference or price consideration.

Sales 107

Sales Loyalty White Paper Contact Center 107

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner.

White Paper 52

White Paper Leadership Multi-Channel 2021 52

Innovative CX

JANUARY 2, 2019

Take a class (check out @Rutgers customer experience management programs). Read articles, white papers, books. Help a non-profit create great customer experiences. What we do as CX professionals is more than gather surveys, or map customer journeys. Sign up for a webinar. Demonstrate value.

White Paper 40

White Paper Customer Experience Webinar Leadership 40

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience!

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Net Promoter Score is a trusted measure of customer loyalty. It can help companies understand their audiences by quantifying customer sentiment toward products and services.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Kayako

MAY 13, 2022

Kayako’s SingleView™ includes every customer’s interaction in our help desk support ticketing system so that customer service agents can access a centralized, visual story of the entire customer journey. Understand What Your Customers Need. White papers. Company policies that affect customers.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Start with the idea that human interaction is essential to the customer experience and then build a tech touch strategy to support it. Download our Neuroscience and Customer Success white paper. Learn More!

White Paper 51

White Paper Download Customer Success 2015 51

Think Customers

OCTOBER 4, 2021

Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

AskNicely

DECEMBER 4, 2018

Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? The quick answer to survey frequency is: it depends , but we generally recommend you touch every customer at the moments of truth in their customer journey. Moments of Truth.

White Paper 60

White Paper Net Promoter Score NPS Call Center 60

Totango

MARCH 8, 2022

The Customer Success Roundtable covers all of the facets of Customer Success from onboarding to long-term retention. This group focuses on identifying the core issues and challenges related to each stage of the customer journey. Customer Success Executives. Support and Success Boston.

2022 115

2022 Customer Success White Paper Social Media 115

Think Customers

APRIL 12, 2022

Intelligent automation and robotic process automation (RPA) help free associates from simple, time-consuming tasks to focus on meaningful, high-tier, and often stressful customer requests. But even modern tools can be damaging for the employee and customer experience if used at the wrong place and time.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

delighted

AUGUST 23, 2019

Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. An effective customer experience program can help with just that. What is a customer experience program? Delighted’s 20 Customer Experience Terms to Know.

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

Touchpoint Dashboard

MARCH 11, 2014

Today, customer experience is at the forefront of company strategy across industries worldwide. Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.

White Paper 65

White Paper Customer Journey Mapping Touchpoint Customer Journey 65

Strativity

APRIL 20, 2018

Journey management is defined as “an active process used to optimize the journey over time as the organization and customers evolve.” It enables an organization to remain on course in its efforts to optimize the journey and the customer experience.

Customer Journey 40

Customer Journey Management Customers Connections 40

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. As I told them – I will not be staying with them again.

Airlines 65

Airlines Hotels Customer Experience White Paper 65

CSM Magazine

JANUARY 24, 2023

It could also be used to provide personalized responses to customer inquiries, improving the customer experience. ChatGPT could also be used to provide personalized responses to customer inquiries, improving the customer experience.

White Paper 52

White Paper Contact Center Events Interaction 52

Education Services Group

FEBRUARY 1, 2023

And if you’re a good Customer Success leader there’s an even better chance that your workday yesterday, and the day before that, and the day before that, and the day before that… all started with this very important task of starting the day by reviewing how your CSMs have positively impacted your customers’ experience and their chance to renew.

White Paper 52

White Paper Metrics Customer Success Hotels 52

Strativity

OCTOBER 22, 2017

Journey mapping is the starting point for customer experience efforts in many organizations. While an important initial step in improving the experience organizations deliver to customers, on its own, journey mapping does little to change an organization’s customer experience for the better.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Customers White Paper 40

Education Services Group

MAY 11, 2018

If you’ve been following our white papers, you know we believe most companies follow the 80/20 Rule. In short, it’s the idea that most CS teams focus on their biggest customers, typically because of limited resources. Those customers tend to make up the top 20 percent of their customer base.

White Paper 40

White Paper Customer Success Engagement Customer Journey Mapping 40

CustomerSuccessBox

JUNE 21, 2022

The customer begins to understand that the onboarding manager will take them through their customer journey. Most often, what happens is that too much of the customer information is not shared or lost during the hand-off process. So you need to understand how you can add value to their customer journey.

White Paper 52

White Paper Customer Retention Webinar Sales 52

Daniel Group

SEPTEMBER 22, 2022

Delivering excellent CX (customer experiences) is imperative for businesses today. And while most companies would say they do just that, most customers beg to differ! A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it.

Measurement 52

Measurement Management White Paper B2B 52

Education Services Group

MAY 25, 2018

However, much of the time we find these organizations and teams operating in silos – ultimately creating a disjointed customer experience. We can hardly fault CS teams for losing their way in a young industry strapped for resources just as much as it is experience. Skipping the development of a customer journey map.

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

Education Services Group

OCTOBER 4, 2018

They are (1) onboarding a new customer is complicated and (2) focusing on the wrong things is easy. Are there neglected components within the customer experience? It’s your job to set customer expectations, drive them toward success, and ensure they get value from your product as early and frequently as possible.

White Paper 53

White Paper Download Customer Success Blog 53

CSM Magazine

JUNE 4, 2020

Successful companies learn how to turn these challenges into powerful opportunities to boost agent performance and the customer experience. Adopt a measured approach that takes into account the customer journey and then use experts to deliver a carefully selected solution. This is dangerous practice. 4t4consult.co.uk.

White Paper 52

White Paper Consulting B2C 2019 52

ProProfs Chat

JULY 13, 2018

Return customers might not be as loyal as your brand’s advocates but their previous satisfied experience with you provides a level of trust that you can’t find in your first-time customers. Customer retention could generally be traced down to customer satisfaction. Plan your Customers’ Overall Journey.

White Paper 63

White Paper Advertising Customer Retention Customers 63

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. So what is a journey step in practice? Identifying Journey Steps.

Measurement 40

Measurement White Paper Customer Journey Document 40

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping.

B2C 117

B2C Customer Journey B2B Customer Journey Mapping 117

PeopleMetrics

FEBRUARY 11, 2015

This quote from Sonia Simone ''s excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up a question we''ve been grappling with here at PeopleMetrics in recent months: how to help B2B companies differentiate on the prospect experience and close more sales. When to Start Listening.

Sales 79

Sales White Paper Net Promoter Score B2B 79