GetFeedback

MARCH 17, 2020

The most popular CX metrics catalogued by purpose and best use case.

Metrics 420

Metrics Customer Experience Customers 420

Experience Investigators by 360Connext

MARCH 17, 2020

We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago. We are in this together, as we struggle with the challenges of COVID-19 and how this coronavirus has redefined our work, our goals, our challenges and our daily lives.

Customer Experience 178

Customer Experience E-support Customer Journey Mapping Webinar 178

GetFeedback

MARCH 17, 2020

How to measure customer loyalty across your customer experience program.

Loyalty 195

Loyalty Metrics Measurement Customers 195

TechSee

MARCH 17, 2020

In today’s customer-centric and highly competitive marketplace, field service organizations must meet the growing expectations for shorter waiting times, quicker resolutions, and better overall customer experience. Failure to achieve a first time fix means more downtime for the customer, another tech dispatch and lower satisfaction ratings. Technicians are therefore expected to arrive fully prepared, armed with knowledge about the history of the problem and any previous work on done on site, as

Customer Centricity 109

Customer Centricity Download Books Innovation 109

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

GetFeedback

MARCH 17, 2020

The top CX metrics—NPS, CSAT and CES—and how to use them successfully.

Metrics 221

Metrics Customer Experience NPS Customers 221

Alida

MARCH 17, 2020

In today’s world, seamless user experience (UX) is fundamental to driving online conversions and maintaining customer loyalty.

User Experience 130

User Experience Loyalty Innovation Customers 130

Talkdesk

MARCH 17, 2020

Continuously improving the customer journey in order to achieve the perfect customer experience (CX) is the Everest of the CX-obsessed. Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. This is largely due to complex and inflexible tools that are difficult to customize and require IT resources, developers or professional services to build and

Contact Center 94

Contact Center Tourism Travel Call Center 94

GetFeedback

MARCH 17, 2020

So messen Sie die Kundentreue in Ihrem Customer-Experience-Programm.

Customer Experience 150

Customer Experience Customers Article 150

Customers That Stick

MARCH 17, 2020

It’s amazing to me how many companies destroy a customer relationship at the very end. How their attitudes change towards a customer at the end of that customer’s “ customer lifetime ”. A company that’s worked hard to deliver a good product, good service, and good experience, throws it all away when the customer leaves. Now, I don’t really rant for the sake of ranting, because that makes these posts about me and not you, and that’s not what we’re about.

Customer Relationships 78

Customer Relationships Books Customers Customer Service 78

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Up Your Service

MARCH 17, 2020

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health of people near you may be threatened.

Airlines 83

Airlines Social Media Leadership Government 83

Ecrion

MARCH 17, 2020

96% of consumers say that customer service plays an important role in their choice of loyalty to brands. Competition is tough in just about every market these days. But one thing sets great companies aside from the rest – a good customer experience strategy. Customer experience is one of the most important aspects of running any business. Customers expect more than ever before from the companies they do business with.

2020 77

2020 Customer Experience Social Media Loyalty 77

ReviewTrackers

MARCH 17, 2020

There is a vital shift happening right now in healthcare marketing and patient acquisition. Consumer expectations have changed, and the old fee-for-service and fix-what’s-broken approach is no longer enough. To effectively drive patient acquisition, healthcare marketers must not only navigate quickly shifting marketing channels; they must also cater to an increasingly wired populace and a growing class of savvy, empowered consumers want more options, fairer prices, greater convenience, and bette

Healthcare 65

Healthcare Marketing Social Media Hospitality 65

inSided

MARCH 17, 2020

Yes—times are hard. As the cases of Coronavirus (Covid-19) increase on an hourly basis, the difficulties we face do too. It’s hard and for some companies life threatening. But we cannot give up and we must look for ways to get out of this situation stronger. Faced with a lot of travel and personal contact restrictions, there has never been a better time to build—and engage with—your online community.

Travel 78

Travel Engagement Customers 78

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

Confirmit

MARCH 17, 2020

Register to the webinar for your region. Australia: 2nd April @ 11am AEST. Europe: 2nd April @ 11am BST. North America: 2nd April @ 11am EDT. The world of Customer Experience (CX) is rapidly evolving. Keeping up with the latest best practices or industry tips can be a challenge! Perhaps you wonder, what are other CX leaders doing? And what are CX experts saying?

Webinar 52

Webinar Customer Centricity Presentation Innovation 52

SaleMove

MARCH 17, 2020

We take for granted day-to-day activities like going to work, the store, the bank, or just about any public gathering. But beyond the justifiable health concerns, the recent worldwide COVID-19 (Coronavirus) pandemic has taught us how fragile our personal and business ecosystems are, and how profound large-scale disruptions can be to service continuity.

Banking 52

Banking Blog Customer Service Customers 52

Oracle

MARCH 17, 2020

When it comes to delivering customer-centric, personalized experiences, more and more customer experience practitioners are turning to technology solutions. Recent emerging technology statistics are providing insight into the adoption rates and effectiveness of trending channels and tech like AI, IoT, and chatbots. According to a Gartner report, How to Leverage the Top 5 CX Trends in 2020 , “It will be impossible to deliver a personalized customer experience without understanding how custo

2020 55

2020 Technology Customer Centricity Customer Satisfaction 55

SaleMove

MARCH 17, 2020

We take for granted day-to-day activities like going to work, the store, the bank, or just about any public gathering. But beyond the justifiable health concerns, the recent worldwide COVID-19 (Coronavirus) pandemic has taught us how fragile our personal and business ecosystems are, and how profound large-scale disruptions can be to service continuity.

Contact Center 52

Contact Center Banking Insurance Webinar 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

InMoment XI

MARCH 17, 2020

This is the final post in a 3 part series. Read the first two parts: Part 1 | Part 2 How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago A Nostalgic View of Baseball The 2020 baseball season will shortly be getting underway in the wake of some. View Article.

Innovation 346

Innovation 2020 Article 346

Strikedeck

MARCH 17, 2020

Shane gives tips on how to retain your customers through improved customer service.

Customer Service 104

Customer Service 2019 Sales Customers 104

Confirmit

MARCH 17, 2020

As the Covid-19 virus continues to spread, I wanted to share an update with our customers, partners and the wider Confirmit community. First, we hope that you, your colleagues, family, and friends are all keeping safe at this time. At Confirmit, our top priority is the health and well-being of our employees, customers and partners, and we are taking steps to ensure we do not put anyone at any unnecessary risk, while supporting the needs of our customers.

Workshop 52

Workshop Customer Voice Events Culture 52

Innovative CX

MARCH 17, 2020

Take time to recognize those who are helping others in their time of need. The best CX of all! I’ve been inspired by this phrase ever since I heard Bradley Cooper say it in the movie, Burnt. It’s especially inspiring today as we see Americans across our great country stepping up to help those in need as a result of the coronavirus. · First responders and health care professionals caring for those in need, corporations collaborating instead of competing and federal, state and local officials who

Entertainment 52

Entertainment Blog Customer Experience Customers 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

SMG CX

MARCH 17, 2020

With rapid investment in customer experience management (CEM) platforms, leading brands know the quickest path to growth starts with listening to customers. But an increasingly complex customer journey spanning multiple touchpoints—many with distinct feedback channels—can make surfacing actionable insights seem like a daunting task.

CEM 52

CEM Customer Experience Touchpoint Customer Journey 52

Customercount

MARCH 17, 2020

With increased caution due to Covid-19 CustomerCount® will continue to provide our high level of customer service and assure we take your needs into account. The post Covid-19: Business as usual appeared first on CustomerCount.

Customer Service 52

Customer Service Customers 52

Strativity

MARCH 17, 2020

Over the last three years in CX Network’s Global State of CX Report, hundreds of CX practitioners have signaled that calculating return on investment (ROI) in customer experience is no easy task. Drawing on intelligence from a research group of 122 CX experts, this report presents key learnings from the likes of Dropbox, American National, and Wells Fargo plus best practices for proving ROI in CX.

ROI 52

ROI Customer Experience Return on Investment Presentation 52

MyCustomer

MARCH 17, 2020

Download this Whitepaper. Lead goal. 150. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Teaser. Most businesses measure their customer service using metrics that only tell part of the story.

Download 52

Download Feedback Metrics Measurement 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement