What Are Customer Touchpoints?

GetFeedback

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

Do Your Digital Transformation Efforts Meet Your Customers’ Needs?

Hello Customer

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

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

How to provide the best customer service and support during this unprecedented holiday season. Guides

Should Customer Marketing Align with Customer Success?

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

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.

2022 329

A letter you never sent

Zeisler Consulting

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

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

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

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.

2020 235

The Ultimate Guide to Customer Service in 2022

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

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?

2021 77

Customer Journey Mapping Examples

Heart of the Customer

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

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

2020 56

Karen Hertzberg: Improving Customer Retention Through Great Customer Service

Bill Quiseng

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

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.

4 “Global Gurus” Share Their Advice for Customer Experience Leaders

Customer Bliss

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,

2021 225

The Real Difference Between Customer Support and Customer Success

Retently

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.

2022 136

Great Balls Of Fire! Customer Engagement Is On Your CMO’s Radar

Forrester Digital Transformation

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.

2022 81

It’s time for a Customer Service Culture Transformation to Customer CARE

Bill Quiseng

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.

2022 159

Customer Perceptions of the Community Experience

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

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

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?

2022 234

3 Leadership Principles to Help Advance Your Employee and Customer Experience

Customer Bliss

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

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.

2022 52

How eCommerce Fits Into Retail's Post-Pandemic Future

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

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.

2022 398

How Two Companies Leveraged a Customized Social Listening Solution to Gain Game-Changing Insights

InMoment XI

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.

2022 338

Customer Service In 2022: The Times They Are A-Changin’

Forrester Digital Transformation

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 (!)

2022 81

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

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.

2022 203

The 2022 State of CX Report

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

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.

2022 243

You Are Missing Out On Customer Feedback, And It’s On You

Forrester Digital Transformation

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.

2022 82

Millennial Generation Customer Service – The Ultimate Guide

TechSee

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.

2018 303

Let’s Discover The State Of Customer Obsession In Government

Forrester Digital Transformation

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

"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!