ShepHyken

AUGUST 2, 2021

(CustomerThink) In a world where smartphones are ubiquitous and 76% of adults living in advanced economies have a world of information at their fingertips, it should be no surprise that the future of marketing lies in tapping into the customer’s online experience. What Does Customer Loyalty Mean For Your Business?

Article 95

Article 2021 Customer Service Hospitality 95

Experience Investigators by 360Connext

FEBRUARY 9, 2015

What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1. Mention customers in your KPI’s. The right way to track customer metrics can vary from company to company.

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

ShepHyken

NOVEMBER 8, 2021

5 Ways to Improve Customer Experience as Online Competition Heats Up by Steve Olenski. My Comment: We close out this week’s Top Five list with an article about online CX. More and more, businesses are going online to sell their products and services. Creating the right online experience is more important than ever.

Article 93

Article 2021 Customer Service Retail 93

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. Should we focus on retail experience, online experience, or call centre experience?

CEM 40

CEM Insurance Telecommunications Customer Satisfaction 40

ShepHyken

SEPTEMBER 6, 2021

It is one of several customer experience (CX) metrics that place hard values on a brand’s CX and often works in conjunction with metrics like Net Promoter Score (NPS), Customer Churn Rate (CCR) and Customer Satisfaction Score (CSAT). State of the In-Store Experience [2021] by Bobby Marhamat.

2021 26

2021 Article Customer Service Net Promoter Score 26

Kayako

MARCH 14, 2017

Tim Riley, Warby Parker’s director of online experience, has also mentioned the extra steps they took when designing their POS (point of sale) system to “allow salespeople to be one-on-one with the buyer” and ensure their customer experience didn’t ask customers to keep repeating their preferences whether shopping in-store or online.

Brands 39

Brands Customer Experience Retail 2017 39

ShepHyken

DECEMBER 4, 2017

This could be an amazing case-study, as the government, generally thought to be at the very low end of customer satisfaction, works to turn public sentiment around. You’ll have to fill out a form to download the report titled, “Rethinking Federal Customer Experience.” Follow on Twitter: @Hyken.

2017 0

2017 Article Customer Service Government 0