GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason. Briefly, the argument is that leading CX brands outperform laggards by a lot.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

NICE inContact

JANUARY 12, 2020

Customer service is changing rapidly and fundamentally. In their private life, Millennials and Gen Z have long since abandoned outdated ways of communicating with each other – today, “the screen” is the place to be (and interact), whether it’s Facebook, WhatsApp, Twitter or any other social network. Social media is literally revolutionizing the way people live and interact – as per October 2019, there were over 3.7 billion active social media users worldwide.

Customer Service 62

Customer Service Social Media 2019 Interaction 62

Doing CX Right

JANUARY 12, 2020

I had the honor of being on Amazing Business Radio hosted by Shep Hyken. He’s a well-known customer service expert, New York Times bestselling author, and award-winning keynote speaker. I’ve joined many shows and admit this podcast episode is one of my favorites because of the topic: The power of Wow Moments, why, and how to create them to achieve brand advocates.

E Commerce 52

E Commerce Culture Customer Voice Article 52

GetFeedback

JANUARY 12, 2020

Steps to dentifying the weaknesses in your customer journey that, if improved, will lead to improved customer satisfaction and better business performance. .

Customer Journey Mapping 332

Customer Journey Mapping Customer Journey Customer Satisfaction Customers 332

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Customers

Forrester's Customer Insights

JANUARY 12, 2020

In the last decade, the term “boycott” pulsed through global consumer chatter and search queries. Whether consumers were talking about sneakers, seltzer, or the Academy Awards, the frequency of the word “boycott” spiked to some of the highest levels since the early 2000s. It’s tempting to assume that consumer activism will subside as swiftly as […].

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Consumers Customer Insights Insights Customer Experience 26