ShepHyken

AUGUST 11, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Conversely, organizations cannot afford to get CX wrong, as dissatisfaction can result in diminishing brand value, lost revenue, and customer churn.

Self Service 86

Self Service Customer Service Loyalty Programs Travel 86

ECXO

APRIL 10, 2024

When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience. Craft narratives that align with your brand values and the emotions you want to evoke.

Connections 334

Connections Customer Experience Social Media Analysis 334

InMoment XI

SEPTEMBER 14, 2023

This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 195

Brands Management Social Media Effort Score 195

BlueOcean

APRIL 30, 2021

When we wrote that article, we could not have ever predicted a global pandemic and the resulting change in consumer behaviors that pushed omnichannel into the spotlight. But the reality is, every new channel creates more touchpoints, further complicating the customer journey and decreasing the likelihood of first contact resolution.

Omni-Channel 156

Omni-Channel Customer Care Self Service eBook 156

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. by David Cooperstein C.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Experience is Decided by You article. Loyalty is Not Just for Customers article. Voice of the Customer.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement CEM 48

ViiBE Blog

JANUARY 20, 2022

ViiBE Blog 5 creative ways to digitally interact with customers, increase touchpoints, and track satisfaction levels Share this article Contents Share this article Contents Digital interaction with customers is now an essential tool as online business is going through its rebirth. What are customer touchpoints?

Touchpoint 52

Touchpoint Interaction Infographics e-support 52

SurveySensum

FEBRUARY 13, 2025

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? Thats why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. Identify the High-Impact Journey Understanding customer feedback at individual touchpoints wont help you.

Net Promoter Score 52

Net Promoter Score NPS Strategy Effort Score 52

Russel Lolacher

JUNE 15, 2021

I read a lot of articles, books and blog posts about customer service experience and ways to attract, retain and reacquire customers to keep organizations happy and healthy. Denise Lee Yohn wrote a great article in Forbes , highlighting that “a company no longer has a single employee experience; it has thousands of them.”

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ChurnZero

MARCH 22, 2023

This is a guest article by Kristen Hayer , the founder and CEO of The Success League. It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

Oracle

FEBRUARY 14, 2020

Loyalty, or more aptly referred to as love for the purposes of this article, is a byproduct of exceptional consumer experiences. Yet, earning loyalty – love – is particularly challenging for brands in the face of increased competition and consumer apathy.

Loyalty 79

Loyalty Brands Customer Journeys Loyalty Programs 79

Daniel Group

JULY 1, 2023

In today’s competitive business landscape, customer experience (CX) plays a pivotal role in shaping brand perception and customer loyalty. It’s time to assess whether your CX efforts align with your brand values and if they are positively impacting your business.

Brands 52

Brands B2B Touchpoint Effort Score 52

ChurnZero

MARCH 22, 2023

This is a guest article by Kristen Hayer , the founder and CEO of The Success League. It is OK to consider the brand value of a customer along with their revenue—sometimes you might have a really big brand, and their value as a reference boosts the revenue they bring to your company.

Customer Journeys 59

Customer Journeys Customer Success Touchpoint Financial 59

NobelBiz

APRIL 16, 2024

In this article, we’ll delve into what omnichannel customer engagement entails, its importance to businesses, the benefits it offers, challenges faced, and most importantly, how to create an effective omnichannel customer engagement strategy. This, however, is crucial for businesses that are trying to maintain a competitive edge.

Omni-Channel 52

Omni-Channel Customer Engagement Engagement Contact Center 52

SurveySparrow

MARCH 12, 2019

Here is how closing the feedback loop increases your brand value: 1. Increases brand loyalty. Step #4: Collect feedback at all touchpoints. Use trackers to find out the changes that you have made at all these interaction touchpoints. Conclusion.

System 75

System Feedback Survey Touchpoint 75

SurveySparrow

AUGUST 28, 2020

Offering free trial puts you in a position where you can improve your brand value as well as offer them plain value. Make videos, write how-to articles, explain in the FAQ section, or offer them any other type of online material that they can use to self-educate themselves. 6 Deploying specific surveys.

Metrics 59

Metrics Effort Score Touchpoint Measurement 59

CSM Magazine

MARCH 26, 2024

Brand identity is fundamental to success, representing how consumers perceive and experience a company. Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity.

Contact Center 52

Contact Center Brands Social Media Call Center 52

SurveySensum

FEBRUARY 10, 2022

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. . Understanding customer feedback at individual touchpoints won’t help you.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SurveySensum

FEBRUARY 3, 2022

Are you capturing feedback at all the relevant touchpoints/customer interactions handled by multiple teams? That’s why, NPS is measured at every touchpoint of marketing, sales, product, after-sales, onboarding, support, and renewal. . Understanding customer feedback at individual touchpoints won’t help you.

NPS 52

NPS Net Promoter Score Strategy Effort Score 52

SurveySensum

FEBRUARY 20, 2024

Take advantage of different types of surveys at different touchpoints of the customer journey. Optimize your Customer Journey The customer journey includes multiple touchpoints and interactions that can be optimized to improve the journey and customer experience. How? – By creating customer personas and customer journey mapping.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Take advantage of different types of surveys at different touchpoints of the customer journey. Optimize your Customer Journey The customer journey includes multiple touchpoints and interactions that can be optimized to improve the journey and customer experience. How? – By creating customer personas and customer journey mapping.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySparrow

JULY 26, 2019

If a friend or a colleague say that they loved a product, there is more trust factor there than when it comes from the brand itself. This is something we established in the introduction of the article, where we gave the example of Nike. Provide avenues for your customers to fill out feedback at each customer touchpoint.

Social Media 61

Social Media Customers Brands Brand Values 61

BirdEye

JUNE 16, 2023

You can find more brand perception questions in the following sections of the article. Existing customers: Your new and existing customers are the best audience for your brand perception surveys. They offer the best insights into how they view your brand since they have already interacted with your business.

Survey 98

Survey Brands Strategy Social Media 98

SurveySparrow

JUNE 26, 2019

Closed loop reporting also helps understand the impact of paid marketing tactics at each customer touchpoints like webinars, forms, events, calls, and so on. Predict trends: Access to data and the subsequent ability to understand such random bits of data can go a long way in creating impactful value to the customers.

Feedback 60

Feedback Survey Touchpoint Brands 60

ProProfs Chat

NOVEMBER 9, 2021

Your ongoing efforts to keep them satisfied will reinforce their commitments towards your brand values throughout their customer lifecycle. Whenever a friend or family member seeks help, it’s the satisfying experience that comes to a customer’s mind while recommending a brand. It reduces negative word of mouth .

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

Help Scout

MAY 21, 2019

Developing a value proposition requires awareness of a range of factors, including: Customer feedback. Company mission and values. In a past article, we’ve detailed how you can write a value proposition for your business from start to finish. Replace X, Y, and Z with answers relating to your own product, service or brand.

Examples 40

Examples Hotels Hospitality Travel 40

ECXO

JANUARY 13, 2025

This article is a return to my favorite style of writingusing famous movies to draw insights about CX. Lets be honest, there are already plenty of boring, formal articles out there, and Im not here to add to that pile. Actionable Insight : Ensure your brand has clear, consistent communication at every touchpoint.

Analysis 156

Analysis Customer Experience Self Service Loyalty 156

SmartKarrot

JUNE 24, 2020

Hence, in this article we are going to talk about customer retention rate. In this article, I am going to talk about three pillars of customer retention at a conceptual level rather than giving direct instructions of implementing them. Remember that while interacting with them, you represent a brand.

Customer Retention 10

Customer Retention Strategy How To Touchpoint 10

SmartKarrot

OCTOBER 10, 2023

This article explores you will understand comprehensive understanding of the benefits of tailored customer interactions, while also presenting actionable strategies to elevate and optimize your customer success paradigms. When customers recognize this effort, they are more likely to reciprocate with loyalty.

User Experience 10

User Experience Customer Success Tips Customer Experience 10

SmartKarrot

SEPTEMBER 25, 2020

You have to nurture the customer’s ambitions, modify your delivery accordingly, and proactively improve your brand value. Determine the touchpoints based on the feedback, deliver accordingly, and drive feature usage. Provide touchpoint management and track alters and tasks through automated dashboards.

Trends 8

Trends Customer Success Customer Journeys Effort Score 8

SmartKarrot

SEPTEMBER 25, 2020

You have to nurture the customer’s ambitions, modify your delivery accordingly, and proactively improve your brand value. Determine the touchpoints based on the feedback, deliver accordingly, and drive feature usage. Provide touchpoint management and track alters and tasks through automated dashboards.

Trends 8

Trends Customer Success Customer Journeys Effort Score 8