Avaya

JANUARY 29, 2019

Equally important is the quality of customer experience that agents deliver to customers. After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Uniphore

DECEMBER 13, 2021

Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. Download The Article.

Retail 105

Retail Net Promoter Score Customer Experience Download 105

CSM Magazine

JULY 27, 2022

Here, Janine Hunt, client partnership director at customer service expert Kura , discusses why a continuous good experience is so important and how you can deliver an experience that makes sure your customers aren’t poached by competitors. The state of brand loyalty in the UK. Offer loyalty benefits.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Touchpoints can be categorized in terms of: Where they occur in a customer’s lifecycle.

Touchpoint 118

Touchpoint Customer Journey B2B Customer Journey Mapping 118

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. Definition of Loyalty Diverges.

2019 53

2019 Customer Experience White Paper Definition 53

Kayako

MAY 13, 2022

Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. Fortunately, customers also like to help themselves. Benefits of Customer Self-Service Portals.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

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

Zeisler Consulting

SEPTEMBER 15, 2021

Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) That’s on purpose, because the more I think about the “ ROI of CX ,” the more I realize that we in CX are writing checks that the Customers’ experiences alone (no matter how awesome they may be) can’t cash.

White Paper 93

White Paper Sales Brands ROI 93

Talkdesk

DECEMBER 10, 2020

If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be. What challenges, shortcomings or missed opportunities will your business experience by staying on-prem? Migrating a contact center to the cloud can drive your digital transformation program forward.

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. Next, banks need to understand who their customers are. This means identifying customers by their usage loyalty (i.e.

Banking 52

Banking Retail White Paper Financial 52

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

CSM Magazine

JUNE 7, 2023

Building trust and credibility with customers is essential for the long-term success of any business. Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. You will want to make sure that customers view you as an expert in your field.

2023 52

2023 White Paper Social Media Document 52

Education Services Group

AUGUST 27, 2018

In fact, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience (2015) demonstrating the power of collaborative interactions in building and maintaining relationships. Read about this study and others in our white paper, Neuroscience and Customer Success.

White Paper 51

White Paper Download Customer Success 2015 51

Totango

MARCH 8, 2022

These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders. Nine Best Customer Success Communities in 2022. Here are nine of the best customer success communities to consider joining. CS in Focus. Support and Success Boston.

2022 118

2022 Customer Success White Paper Social Media 118

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

White Paper 45

White Paper Engagement 2015 Customer Experience 45

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. The post Leveraging the Power of CRM to Create Extended Loyalty for Your Bank appeared first on The Blend: A West Monroe Partners Blog.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

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

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Training must focus on these complex interactions and will require additional problem solving and soft-skill initiatives.

White Paper 40

White Paper Contact Center Engagement Customer Care 40

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Conclusion.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Comm100

JANUARY 21, 2020

The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. Conclusion.

Customer Journey 83

Customer Journey Social Media B2C Omnichannel 83

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Interactions in which a customer requests to speak to a supervisor.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

inQuba

JANUARY 10, 2019

This Journey Management piece analyses the current status quo of the Customer Experience (CX) Management industry. It provides insight into the key challenges faced by Business Leaders, Marketers and CX Professionals in their quest to craft exceptional experiences while having to demonstrate the value of CX within their organizations.

White Paper 40

White Paper Management Customer Retention Customer Journey 40

Centercode

JUNE 18, 2019

When it comes to closing the feedback loop, there are two levels of interaction that come into play. One focuses on communication and customer experience and looks like this: Customer submits product feedback as issues, ideas, or praise. Company reviews customer feedback. Company responds to the customer.

Feedback 56

Feedback White Paper Customer Centricity Social Media 56

CSM Magazine

NOVEMBER 14, 2019

Despite the power of artificial intelligence to transform the customer experience, many AI projects fail at the first hurdle. Chatbots are already a common phenomenon in contact centres while millions of people interact daily with virtual assistants such as Google Home and Alexa. Henry Jinman at EBI.AI About EBI.AI.

White Paper 49

White Paper Return on Investment 2014 Technology 49

Eptica

FEBRUARY 28, 2018

Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers. All of these points mean that brands need to think automating customer service processes.

Customer Service 62

Customer Service White Paper Banking 2018 62

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

Engagement 68

Engagement White Paper Definition Consulting 68

Calabrio

JUNE 13, 2017

Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part. Because of the freedom customers now have, it is our job to make sure they receive the same level of service and speed they have come to expect. Looking for more?

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part. Because of the freedom customers now have, it is our job to make sure they receive the same level of service and speed they have come to expect. Looking for more?

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Calabrio

JUNE 13, 2017

Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part. Because of the freedom customers now have, it is our job to make sure they receive the same level of service and speed they have come to expect. Looking for more?

Contact Center 40

Contact Center White Paper Call Center Loyalty 40

Service Untitled

NOVEMBER 8, 2012

Medical and dental practices should provide their patients with positive customer experiences; after all aren’t we as patients still consumers who pay for services rendered either through our insurance companies or directly out of our debit accounts? photo by: The National Guard.

White Paper 53

White Paper Customer Service Magazine Hospitality 53

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Messaging Customer Satisfaction Statistics. Live Chat Customer Loyalty Statistics. Live Chat Customer Service Statistics.

2020 90

2020 E-support 2018 Hospitality 90

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. Yet, many payers are still struggling to eliminate the friction in patient/member journeys, improve consumer satisfaction and loyalty, and driver greater efficiency. This means that the more than 900 payers 1 in the current U.S.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

CSM Magazine

FEBRUARY 14, 2017

By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Customer relationship management (CRM) is a moving target of definitions and associations. This might begin with capturing the initial set of interactions required to become a customer.

Engagement 40

Engagement White Paper Net Promoter Score Definition 40

LiveChat

JUNE 8, 2018

Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. 54% of people have stopped purchasing from companies that provided bad customer service in 2017. Pay Close Attention to Your First Impression. In 2016, it was 49%.

Communication 66

Communication Social Media B2C White Paper 66

ShepHyken

MARCH 31, 2018

The best companies not only respond to complaints and answer questions, they thank customers and comment on positive reviews. And the companies who do it best go beyond just reacting to what customers post – they proactively interact with their community of customers. Reactive Social Customer Service.

Social Media 87

Social Media Customer Service Marketing Airlines 87

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