198 
What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
Customers Related Topics 
Do Your Digital Transformation Efforts Meet Your Customers’ Needs?
Hello Customer
JANUARY 22, 2021
Physical customer interactions have been reduced to almost 0. Companies increasingly have to service their customers via digital channels. How do you know if you still reach your customers? And does the digital experience meet your customer’s needs?
Join 40,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush
GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
How to Improve Customer Engagement
Lumoa
AUGUST 24, 2020
What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS
Optimizing Your Customer Journey In 2021
Advertisement
You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!
How to Measure Customer Service Quality: Methods & Tools
Help Scout
SEPTEMBER 7, 2021
Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. Step 1: Define customer service quality for your company. What if those customers don’t agree with each other’s assessments of your service?
7 Predictions To Include in Your Customer Success Strategy for 2021
inSided
DECEMBER 16, 2020
While customer behavior and engagement preferences have already seen drastic changes in recent years, this year really upped the ante for CS teams around the globe. Let’s take a look at what we can expect of Customer Success as we head into 2021. Customer Success
Be the Customer
Bill Quiseng
OCTOBER 10, 2021
As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities.
A letter you never sent
Zeisler Consulting
JANUARY 28, 2021
Dear Customer: Thank you for your recent feedback. We always enjoy taking the time to better understand where we fall short of expectations as it offers us the opportunity to do something we love to do: Improve how we serve our Customers.
How Insight Communities Improve Customer Experience
Alida
AUGUST 6, 2021
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.
2021 CX Trends Report
Advertisement
In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.
CX Day 2021: A Reflection on My Customer Experience Journey
BlueOcean
OCTOBER 8, 2021
Clients of all types turn to our company to make sure their customers receive a high level of service excellence. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target. Customers were furious.
Benefits of Customer Experience
Zonka Feedback
OCTOBER 11, 2021
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. Customer Experienc
Millennial Generation Customer Service – The Ultimate Guide
TechSee
OCTOBER 9, 2018
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. Consider a native app with special features to improve engagement, customer stickiness, and overall service.
Customer Service Week Day 3!
Myra Golden Media
OCTOBER 6, 2021
Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! Customer Experience DesignOh, wow! If you missed the live event, no worries. We’ve got you covered with the replay below.
Using Customer Reviews, Advocacy, and Referrals in Your Journey Map
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. But if you have to beg a customer to give a review or referral, you're doing it wrong. Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. The best customer experiences go beyond the sale. Join Jeremy Boudinet, Marketing Manager of Nextiva, and learn the tools for getting that glowing review.
.png)
The Evolution of Customer Experience in the Travel Industry
BlueOcean
OCTOBER 7, 2021
Even before the pandemic, customers found themselves faced with myriad rules, restrictions, and bottlenecks to navigate before reaching their destination, leading to many a meltdown at checkpoints and terminals around the world. Questions from customers abound: “What are the new rules?
Customer loyalty survey questions
GetFeedback
JANUARY 13, 2021
20 essential customer loyalty survey questions and surveying best practices. Guides
Social Media is Bad for Customer Service
Bill Quiseng
APRIL 18, 2021
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel.
Customer Disservice
ShepHyken
OCTOBER 7, 2020
Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. It is not merely the opposite of customer service —that would be bad customer service. This scenario was more like “no customer service.”.
Drive Employee and Customer Satisfaction with SLAs
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.
10 Customer Service Transformations That Can Overhaul Your Customer Experience
Micah Solomon
OCTOBER 11, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Here are 10 truly transformational steps that I often suggest to my clients (as a customer service consultant), that can make deep and lasting change for your company or organization.
Are You Delivering “Comfort and Joy” to Your Customers?
Customer Bliss
NOVEMBER 18, 2020
Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions.
What’s Everyone Talking About in Customer Experience Today?
BlueOcean
SEPTEMBER 27, 2021
Customer experience is pretty much the hottest topic in the contact center and customer care space these days. Where Are Businesses Spending Money on Customer Experience? Read more > The Amazonizing of Customer Experience. Customer Service Trends Susan Preiss
The Difference Between Repeat Customers and Loyal Customers
Shep Hyken
AUGUST 11, 2021
“We love our customers, and they obviously love us. Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. Don’t get me wrong, I love repeat customers, and we absolutely want them. Repeat customers are very desirable.
Everyone Is Accountable and Responsible for a Great Customer Experience!
Speaker: Bryan Horn, Founder, CS Solutions
If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.
Your Customers Don’t Feel Heard
Alida
OCTOBER 18, 2021
But have brands adapted alongside their customer base? Customer ExperienceThe pandemic has sparked immense change in consumer behaviour trends and so it should come as no surprise that consumer needs and desires have also shifted.
Five Low-Cost Ways To Improve Your Customer Service And Customer Experience
Micah Solomon
OCTOBER 9, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. Train your employees to handle unhappy customers–and to win them back when things go wrong.
Understanding Customer Success: Growth Driven by the Customer-Centered Economy
Totango
JULY 13, 2021
Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Increase Customer Retention.
Customer Experience Management
Zonka Feedback
OCTOBER 5, 2021
A growth-oriented business always keeps its customers at the heart of the business. They are always in tune with the customers’ needs by listening to their feedback and suggestions. Customer Experience
Customer Advocacy and Community
Speaker: Liz Richardson and Deena Zenyk
If you’re a marketer, or you need more information and understanding on how to turn customers into advocates, you need this upcoming webinar. You will learn: best practices for architecting a customer advocacy program, key outcomes & measurements, how to identify and recruit advocates from your community, and incentive types and how to use them. Register now for October 6th, 2021, at 12:00pm EDT.
How L&Q improves customer experience by listening to diverse voices
Alida
JULY 29, 2021
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
The Secret To Customer Loyalty
Shep Hyken
OCTOBER 13, 2021
In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. So, with that in mind, here are three communication tips that will help drive customer loyalty and move them to say, “I’ll be back.” .
Customer Experience Indexes: Modern Thinking
ClearAction
AUGUST 19, 2020
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.
Mylo drives positive customer experience with GetFeedback
GetFeedback
DECEMBER 7, 2020
Customer feedback prompted changes that resulted in month-over-month revenue growth for Mylo. Customer Stories
The Democratization of Customer Success
Speaker: John Ragsdale, Vice President of Technology Research for TSIA
Join Vanilla Forums on June 22 at 12 EDT for a webinar led by TSIA’s distinguished vice president of technology research, John Ragsdale. Along with Adrian Speyer, Head of Community for Vanilla Forums, expect an in-depth conversation about the role of online customer communities in enabling the three critical charters of customer success: adoption, renewals, and expansion.
Let's personalize your content