ijgolding

DECEMBER 2, 2015

Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. ” The big question is HOW do you achieve it – how do you transform an organisation to become Customer Centric? I am delighted to be able to do just that in this post.

White Paper 48

White Paper Engagement Customer Centricity Culture 48

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 87

Social Media Customer Service Marketing Airlines 87

Qualtrics

MAY 22, 2019

In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. The best way to do this is to use a good social media service and online reputation management platform. Tiffany and Co.

Social Media 40

Social Media White Paper Entertainment Brands 40

Customer Interactions

JULY 7, 2015

In its new white paper You Can Have It All: Satisfied Customers AND Profitable Operations, industry analyst firm Frost & Sullivan confirmed that optimizing customer interactions is critical to improving business performance. They do this by first listening “(across channels) to understand customer intent.

White Paper 28

White Paper Social Media Customer Experience Interaction 28

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

Quadient

MAY 23, 2022

Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center White Paper Document Social Media 105

ShepHyken

MARCH 26, 2019

AI shouldn’t replace humans; it’s meant to aid and augment both the employee and customer experiences. AI might be more useful to employees rather than customers. Social media has transformed how customers and businesses interact. They should be less concerned with statistics and more concerned with people.

White Paper 124

White Paper Contact Center E-support Social Media 124

ShepHyken

DECEMBER 18, 2019

Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. Little reminders shared consistently with employees will help keep customer service front of mind.

2020 123

2020 Customer Service White Paper Social Media 123

Totango

MARCH 8, 2022

A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists.

2022 115

2022 Customer Success White Paper Social Media 115

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Not Monitoring Changes in Customer Perception. Progress isn’t socialized. But voice of the customer data can also come in real-time. Unproven ROI.

White Paper 243

White Paper Social Media Feedback 2019 243

Comm100

JANUARY 21, 2020

Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. So, what should you look at when planning or evaluating your customers’ digital journey? Social media vs. SEO reach. Remember: Mind your response time.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Comm100

JANUARY 21, 2020

Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized. So, what should you look at when planning or evaluating your customers’ digital journey? Digital channels are absolutely critical when designing your customer experience.

Customer Journey 83

Customer Journey Social Media B2C Omnichannel 83

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

Totango

AUGUST 23, 2022

Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing. Social media posts and ads. White papers. Customer Success Communities. 8 Types of Customer Journey Touchpoints for B2B SaaS Clients. Video content and ads. Blog content. Live chat and chatbots.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

CSM Magazine

JUNE 7, 2023

For example, it can be beneficial to highlight customer testimonials, reviews, and case studies that showcase positive customer experiences with your brand. Be sure to encourage satisfied customers to share their feedback and thoughts on review platforms or social media.

2023 52

2023 White Paper Social Media Document 52

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. White papers. Company policies that affect customers. Blog posts.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

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

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. I never knew I wanted that.”

Article 114

Article 2019 Customer Service Poor Customer Service 114

Bob Hayes

DECEMBER 17, 2017

25 Data Science Terms Every Customer Professional Needs to Know - I believe that a good first step for customer-centric professionals to leverage customer data is to understand the terms data professionals use when extracting insights from their data. Download the complete 22-page white paper. What Must You Ask?

2017 46

2017 White Paper Blog Competitive Advantage 46

inmoment

SEPTEMBER 6, 2018

” or “Where can we learn what issues our customers may face so we can correct them before there is an issue?”. As a leader in the customer experience industry, we know where the answer lies: data. Listen to your team members and you’ll find you all want the same thing: To provide a world class customer experience.

Contact Center 40

Contact Center Customer Experience White Paper Touchpoint 40

Beyond Philosophy

MAY 14, 2015

Goodness knows you have several examples of what happens when an organization violates the trust of the Customers’ it serves ( Target, General Mills ). It makes a consistent Customer Experience, through ALL of your channels including self-service, critical to maintaining the trust.

White Paper 160

White Paper 2014 2015 2012 160

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations. Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image. We studied 88 companies that have a formal customer program (e.g.,

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

Bob Hayes

DECEMBER 17, 2017

25 Data Science Terms Every Customer Professional Needs to Know – I believe that a good first step for customer-centric professionals to leverage customer data is to understand the terms data professionals use when extracting insights from their data. Download the complete 22-page white paper.

2017 40

2017 White Paper Blog Competitive Advantage 40

Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Customer Experience.

White Paper 52

White Paper 2017 Social Media NPS 52

Centercode

JUNE 18, 2019

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. By responding to feedback, you’re showing your customers that you are actively engaged in their experience.

Feedback 56

Feedback White Paper Customer Centricity Social Media 56

Eptica

FEBRUARY 6, 2019

There are three key considerations – and they all have customer experience at their core: 1. Listen to customers – and act on their insight To ensure that your changes are having the right effect, you need to understand what your customers are saying and feeling about you.

2008 73

2008 White Paper 2019 Automotive 73

SurveySparrow

APRIL 11, 2021

What is their social media interaction with your brand like? When referring to multiple channels, we want you to think about using social media, email marketing, podcasts, paid targeting, organic content, web content, and sales outreach. How many times have they opened emails from you? Have they filled any opt-in forms?

Social Media 98

Social Media Metrics Webinar Demo 98

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. Download this white paper to learn more about changing workforce challenges in the contact center.

Contact Center 40

Contact Center Engagement White Paper Social Media 40

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

Beyond Philosophy

SEPTEMBER 6, 2016

Process-oriented companies focus on creating benefit by keeping customers, optimizing their purchases over time and stemming rates of defection or recovering lost customers. Comcast Goes Sales Bottom-Fishing, Door-to-Door, Trying To Win Back Ex-Customers. How to Optimize Social Media Customer Service for Millennials.

White Paper 74

White Paper Multi-Channel Consulting Customers 74

West Monroe

APRIL 18, 2017

Following up on a previous blog where I talked about customers not wanting us to hide the word “change,” I jumped at the chance to co-author this blog with a colleague in our Customer Experience (CX) Practice. There is no silver bullet in building and delivering a Customer Experience program.

Airlines 40

Airlines White Paper Social Media Roadmap 40

Tricia Morris

AUGUST 11, 2015

In the GBC report, 47% of respondents agreed or strongly agreed that their organization currently does a good job of soliciting customer feedback which is pretty good. Yet, 35% say their currently integrate customer data to improve the customer experience, and only 24% use analytics to define customer segments.

Government 81

Government Customer Service White Paper 2015 81

Daniel Group

AUGUST 15, 2014

Once you do this, especially in B2B markets, you realize the second implication, which is that your “product” likely won’t satisfy all of your customers’ needs… it must be wrapped in excellent marketing, sales, training, support, and service. You must design customer experiences, not just products.

B2B 55

B2B Customer Experience Management Customer Experience Management 55