195 
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
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.
4 Ways To Avoid a Disjointed Customer Journey
Interactions
OCTOBER 8, 2020
Think back to a bad customer experience that you’ve had. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey. And if you’re thinking, what does a disjointed customer journey have to do with a rude agent? Customer Experience
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.
Customer loyalty survey questions
GetFeedback
JANUARY 13, 2021
20 essential customer loyalty survey questions and surveying best practices. Guides
What is the difference between customer care and customer service?
GetFeedback
MAY 18, 2021
An overview of customer care the role it plays in the overall customer experience. Articles
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.
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.
.png)
What is Customer Experience Management?
GetFeedback
MARCH 30, 2021
How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Guides
14 motivational customer satisfaction quotes
GetFeedback
FEBRUARY 21, 2021
From customer service to customer satisfaction and loyalty, here are 14 quotes to motivate you to deliver a great experience. Guides
40 Customer Retention Statistics You Need to Know
GetFeedback
DECEMBER 21, 2018
Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. Here are 40 customer retention statistics that reinforce the growing need for customer experience management.
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
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.
Is Your Customer Satisfaction Survey Dissatisfying Customers?
GetFeedback
NOVEMBER 20, 2018
Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. We know how hard it can be to monitor daily customer interactions as well as their underlying business impact when you serve customers across so many channels.
Customers say the darndest things
GetFeedback
JANUARY 21, 2021
Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars
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.
Selling Through Your Customer
Integrity Solutions
MAY 28, 2020
The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. We get focused on delivering a solution to a customer as if that was the end of the value chain.
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.
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.
How Employee Engagement Helps Drive Customer Experience
Alida
JUNE 14, 2021
An engaged workforce is the key to a better customer experience (CX). Plus, you’ll likely see 10% higher customer satisfaction metrics. Customer Experience Employee Experience Brand Experience
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.”.
Plugging Your Community Into the Customer Lifecycle
Speaker: Nichole Devolites, Customer Experience Expert, SecureAuth
Customer experience professionals understand the importance of both creating and maintaining easily available programs that improve CX. Nichole Devolites is joining us for a webinar on July 27th at 12 pm EDT to discuss how CX professionals can integrate and connect their communities with the customer lifecycle. Register today!
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.
How to Measure Customer Satisfaction With CSAT
GetFeedback
DECEMBER 26, 2018
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. CSAT surveys measure customer satisfaction with a specific experience.
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.
Building a Successful Customer Experience Strategy
GetFeedback
FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. Indeed, American Express research shows that a better experience is worth a higher cost for 60% of customers. What is customer experience (CX)? Customer Experience
Managing Product Feedback at Scale
Advertiser: Vanilla Forums
As with all things related to customers, there’s an art and science to effectively dealing with each of their ideas. With so many voices competing for attention, you need a means of effectively dealing with all of the data that will come your way. This practical 26-page eBook provides product managers with the strategies needed to deal with the common pitfalls that come with opening up the inevitable floodgate of data that comes with asking your customers and internal stakeholders for their input. In this eBook, we’ll show you: • How to gather, prioritize, and select the best ideas from your customers and stakeholders, • How to make internal feedback more effective and inclusive, • How to make more strategic product roadmap decisions based on data, not opinions, • How to set expectations for new development both internally and externally. Get your free copy now!
Customer Experience for Insurance Providers Requires a Human Touch
Alida
JULY 22, 2021
Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. They aren’t sufficiently demonstrating that they understand their customers. Customer Experience
The Misuse of Tech-Touch Strategies in Customer Success – and How To Fix It
inSided
JANUARY 22, 2021
Today’s customers have high expectations, and in SaaS, selling never really ends. Customer SuccessB2B buying cycles are long and complex and a whopping 77% of buyers f eel like the process is very complicated and time-consuming.
Customer Service Trends 2020
TechSee
DECEMBER 31, 2019
Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Customer Service will become increasingly AI-driven.
Customer Experience and Adoption: The Impact of Technology Change Requests
eglobalis
JANUARY 27, 2021
Customer Experience and Adoption The Impact of Technology Change Requests. The post Customer Experience and Adoption: The Impact of Technology Change Requests appeared first on Eglobalis.
Customer Perceptions of the Community Experience
Advertiser: Vanilla Forums
Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. Get a copy of the free report from Vanilla Forums today to find out how customer expectations can be addressed through community and how community can affect your brand’s bottom line.
Let's personalize your content