InMoment XI

SEPTEMBER 26, 2024

Customers don’t want to call; they want quick and easy solutions. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds. Yet, it’s not just the customer paying the price for this breakdown—your business is footing the bill, too, in more ways than one.

Call Center 195

Call Center Self Service Contact Center ROI 195

CSM Magazine

APRIL 17, 2024

In today’s always on economy, customer experience managers face the challenge of meeting consumer expectations round-the-clock. Enter chatbots – the tireless, automated assistants revolutionizing customer service. But not all bots are created equal. Security and Compliance Security is non-negotiable.

Chatbots 52

Chatbots Multi-Channel Social Media Customer Confidence 52

ShepHyken

JUNE 27, 2018

The three keys to customer experience success are consistency, consistency and consistency. Today’s customers connect with the companies they do business with in multiple ways. The traditional way a customer communicated with a company was in person or on the phone. Then along came emails, then chat, then chatbots.

Customer Service 89

Customer Service Chatbots Loyalty Customer Service Training 89

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. While the article focuses on retail (especially e-commerce), anyone from any type of company (B2B and B2C) that has “VIP customers” will want to read this article. My Comment: Let’s move away from loyalty programs but stay with trends.

Loyalty Programs 71

Loyalty Programs Customer Service Self Service e-support 71

CSM Magazine

JULY 13, 2022

Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

ShepHyken

NOVEMBER 30, 2018

Goal: Improve Customer Loyalty. The best policies and procedures do not compel agents to say no to certain customers. By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers.

Omni-Channel 98

Omni-Channel Self Service Abandon Rate Policies 98

BirdEye

FEBRUARY 4, 2025

Benefits of using online reputation management software Using online reputation management software isnt just about damage controlits about building trust and customer loyalty. Drives revenue through trust and visibility Consumers rely on customer sentiment when making purchasing decisions.

Tools 52

Tools Brands Management Multi-Channel 52

Bold360

JUNE 5, 2019

We live in an age where every touchpoint you have with a customer (or potential customers) impacts how that customer thinks about you and your business. One bad experience – even an isolated incident — can lead to loss of customer confidence that can hit your bottom line.

Contact Center 40

Contact Center Customer Confidence Chatbots Touchpoint 40

DCX

JULY 21, 2024

The bottom line: Nespresso's CEO believes this approach will give the brand "an advantage" over competitors by fostering deeper customer connections. What to watch: How other brands in various sectors might adopt similar immersive retail concepts to enhance customer engagement and loyalty. I did say it’s Free, right?

Retail 52

Retail CRM Chatbots Customer Experience Professionals 52

Magellan Solutions

NOVEMBER 27, 2023

This information lets your team customize interactions and deliver a personalized experience. It’s all about turning scattered data into a unified, customer-focused approach. Chatbots and artificial intelligence (AI) are the perfect pair for customer service, providing instant support.

Customer Service 52

Customer Service Exceptional Customer Service Customer Centricity Customer Satisfaction 52