What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
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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?
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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
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
Should Customer Marketing Align with Customer Success?
Advertiser: Vanilla Forums
With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!
Improve the Customer Journey
InMoment XI
APRIL 6, 2022
Instead, there could be a problem with the customer journey. Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. What Is the Customer Journey? A Customer Journey Example.
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 to Humanize Customer Experience & Drive Meaningful Customer Relationships
InMoment XI
SEPTEMBER 21, 2021
There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers. With that in mind, we’re going to dive into a few things to bear in mind while creating more human and more connective customer relationships!
Customer Journey Mapping Examples for Beginners
InMoment XI
MAY 31, 2022
A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship.
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.
The Ultimate Guide to Customer Service in 2022
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The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.
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?
Customer Journey Mapping Examples
Heart of the Customer
MAY 17, 2022
I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions.
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
Karen Hertzberg: Improving Customer Retention Through Great Customer Service
Bill Quiseng
DECEMBER 13, 2021
Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer?
Transforming the Digital Customer Support Journey
Advertiser: Vanilla Forums
This eBook will focus on exploring the process of digital support transformations, including the types of support solutions available that meet customer demands and how to create the best combination for your customer base.
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4 “Global Gurus” Share Their Advice for Customer Experience Leaders
Customer Bliss
APRIL 23, 2021
Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And,
The Real Difference Between Customer Support and Customer Success
Retently
MARCH 16, 2022
With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. But there’s still one area that’s neglected all too often – Customer Success.
Great Balls Of Fire! Customer Engagement Is On Your CMO’s Radar
Forrester Digital Transformation
JUNE 14, 2022
It's customer marketing’s job to track and report on value to the business. You might not have received a lot of guidance from leadership on this, especially if your organization isn’t mature in its approach to postsale engagement. Begin by understanding what matters to the company.
It’s time for a Customer Service Culture Transformation to Customer CARE
Bill Quiseng
JANUARY 3, 2022
Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We listen to understand the customer’s questions, concerns, and complaints.
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.
The Difference Between Customer Interactions and Customer Experiences
InMoment XI
OCTOBER 21, 2021
Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. What Is a Customer Interaction? What Is a Customer Experience?
5 Lessons from the 2022 CX “Global Gurus” on Future-Facing Customer Experience
Customer Bliss
FEBRUARY 18, 2022
As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Want to get more inspiration from customer experience leaders from every industry?
3 Leadership Principles to Help Advance Your Employee and Customer Experience
Customer Bliss
DECEMBER 16, 2020
As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. .
The Customer Lifecycle Is The Design Muse To Accelerate Your Journey To Customer Obsession
Forrester Digital Transformation
JUNE 29, 2022
Learn how the customer lifecycle framework helps B2B and B2C business leaders – enterprise-wide! calibrate what are too-often internally focused processes instead of the customer's process and perspective in order to become more customer obsessed.
How eCommerce Fits Into Retail's Post-Pandemic Future
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Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.
Quality, Not Quantity: Strategic Customer Listening for Experience Improvement
InMoment XI
APRIL 7, 2022
For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way.
How Two Companies Leveraged a Customized Social Listening Solution to Gain Game-Changing Insights
InMoment XI
JUNE 7, 2022
Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. 3 Benefits of Leveraging a Customized Social Listening Solution.
Customer Service In 2022: The Times They Are A-Changin’
Forrester Digital Transformation
MARCH 16, 2022
since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. It’s been two years (!)
Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022
TechSee
JUNE 16, 2022
Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service.
The 2022 State of CX Report
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Uncover the emerging trends that are influencing the decision-making and strategies driving the new era of customer experience.
68 Customer Support Email Address Name Ideas
CX Accelerator
MAY 25, 2022
Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. Your company will choose which channels to configure for customers to reach out.
You Are Missing Out On Customer Feedback, And It’s On You
Forrester Digital Transformation
JUNE 13, 2022
In the Age of the Customer, brands understand they need to place the customer at the center of everything they do. Voice of the customer programs aim at better engaging with customers, in what should be a meaningful dialog.
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.
Let’s Discover The State Of Customer Obsession In Government
Forrester Digital Transformation
FEBRUARY 9, 2022
Government organizations that want to improve the services, benefits, products, and experiences that they provide to customers must focus relentlessly on customers’ needs. Most government organizations want to be more customer obsessed.
The State of Customer Success Pt. 1
Advertiser: Vanilla Forums
"The State of Success: Part 1" eBook covers 3 predictions for the coming year for Customer Success. We talked with Customer Success leaders from companies such as Oracle, US Bank, Client Success and more! Do these predictions align with your plans for the coming year? Download to find out!
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