GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. Put yourself in the customer’s shoes. Thinking deeply about the customer journey before you tackle touchpoints might seem counterintuitive. Leverage customer feedback.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Another key aspect of strategy is prioritization.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind. Article written by Ricardo Saltz Gulko. Sources McKinsey.

Customer Experience 494

Customer Experience Customer Centricity Culture Innovation 494

ECXO

AUGUST 12, 2024

MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience e-support Social Media B2B 366

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

GetFeedback

SEPTEMBER 2, 2019

Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Our list of the top CX articles of 2019 covers all these topics and more. . Article No. ’ Article No.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This article delves into the top ten MarTech solutions, that significantly improve CX outcomes.

Customer Experience 434

Customer Experience Social Media Analytics Chatbots 434

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

AUGUST 19, 2024

Research shows that companies leveraging advanced experimentation techniques see significant enhancements in performance metrics, such as a 20% increase in customer satisfaction and higher sales conversion rates. This article delves into the transformative power of CX experimentation and how it can propel your business to new heights.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. No number, or responses provides any diagnostics on its own.

NPS 461

NPS Net Promoter Score Feedback B2C 461

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. Too many companies focus on customer touchpoints.

ROI 309

ROI How To Touchpoint Hotels 309

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. What Are the Different Types of Customer Loyalty? In general, loyal customers are a by-product of excellent customer service. Express gratitude.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

Experience Investigators by 360Connext

JANUARY 7, 2025

This article offers a step-by-step approach to creating your CX strategy from setting a vision to implementing and refining your plan to empower you to turn CX into a true revenue generator for your organization. Critique my existing customer personas based on the data Ive shared.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Lumoa

FEBRUARY 20, 2018

According to the statistics , 70% of buying experiences are based on how the customer feels they are being treated and at the same time 55% of consumers would pay more for a better customer experience. Customer experience matters across all the channels and all the touchpoints of customer journey.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

InMoment XI

DECEMBER 17, 2024

A customer experience manager determines, implements, and refines the customer experience strategy to ensure that all customer interactions with a company are seamless, satisfying, and aligned with the organizations values.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. .

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

ECXO

JULY 26, 2023

Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: [link] In a recent article we talked about the widening gap in Europe in customer experience maturity. Brands have unprecedented access to customer data and digital footprints. This is at odds with customer expectations.

Data 296

Data Analytics Touchpoint Customer Service Representative 296

ECXO

FEBRUARY 3, 2025

Turning the Tables: Why a Proactive Sales Process is the Ultimate Customer Experience Hack Introduction In the fast-paced world of sales, one thing is clear: the customer experience can make or break your success. So, how do you flip the script? By embracing a proactive sales process.

Sales 266

Sales Customer Experience e-support Examples 266

InMoment XI

DECEMBER 23, 2021

You’ve collected data at strategic touchpoints using best practices. Text analytics are vital to your brand’s ability to understand your customer and employee experiences. Learn the process in this article. This is what you’ve been building toward all along: realizing employee and customer Experience Improvement.

Customer Experience 397

Customer Experience Analytics eBook Survey 397

ECXO

JUNE 15, 2021

SHARE ARTICLE. Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? It’s not a project that you start and finish nor just about offering great customer service. Share on facebook.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

InMoment XI

DECEMBER 10, 2024

To see what this can look like in action, read this customer story to learn how this large Telecommunications organization parted with InMoment to identify the root cause of customer churn and identified $6 million in at-risk revenue ! Use surveys and social media monitoring to capture insights into customer experiences.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 25, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Customers expect an empathetic reply to their feedback instead of something that feels automated. Similarly, leaders have a response rate of 1.21

Feedback 195

Feedback Management Social Media ROI 195

Experience Investigators by 360Connext

OCTOBER 27, 2020

The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. This is where a customer journey map can come in really handy! 3 Problems They can Solve.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Here are my top five picks from last week.

Customer Service 136

Customer Service Effort Score e-support Chatbots 136

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. By using the Net Promoter Score system as your compass, you can gain a better understanding of what drives customer loyalty and satisfaction.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Calabrio

MARCH 5, 2025

However, the voice conversation remains at the core of the contact centers offeringsand ensuring call quality at scale is absolutely crucial to delivering excellent customer experiences. Integrate channels and tools in one place Quality monitoring involves tracking interactions across multiple touchpoints simultaneously.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

GetFeedback

JANUARY 12, 2020

Rather, in this article, I’ll try to help you identify the weaknesses in your customer journey that, if improved, would actually lead to improved customer satisfaction and better business performance. . Customer touchpoints vs. journeys. Read articles including one that discussed “ the best bike pumps in 2019. ” .

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. We’re moving towards personalized omnichannel experience in B2B customer journeys. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

GetFeedback

JUNE 12, 2019

And delivering great customer experience means meeting or exceeding the expectations of your customer during all interactions with your company. I want to emphasize that the term customer experience encompasses all interactions, across all touchpoints of a customer’s journey and relationship with your brand.

User Experience 329

User Experience Customer Experience Customers Interaction 329

GetFeedback

AUGUST 14, 2019

The groundwork of expectation has been laid by many businesses before you and will continue to be built by many businesses after you. What do customer expectations look like in your industry? CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. Download the Toolkit.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. For example, different sources may record customer names in different formats. This can include CRM data, social media, call center logs, service requests, and chat messages.

Customer Retention 195

Customer Retention How To Analysis ROI 195

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 110

Ecommerce Survey Retail NPS 110

ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 19 Customer Experience resolutions for 2019 by Customer Guru. 2019 AI Outlook: Is Customer Service The New Marketing?

Customer Service 102

Customer Service Touchpoint Customer Centricity Customer Service Training 102

CloudCherry

DECEMBER 1, 2018

Customer success only offers a small view of the customer experience. Customer experience encompasses everything from the very first touchpoint of a prospect to the moment a customer churns. Relying solely on customer success for customer experience will leave you with a big blind spot.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247