ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

InMoment XI

DECEMBER 30, 2021

Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

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

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

Customer Success 207

Customer Success Customer Service Chatbots Banking 207

InMoment XI

MAY 10, 2022

However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand. A loyal customer is valuable to retailers in a multitude of ways. Many studies show that repeat customers are likely to purchase more frequently, spend more money, and pay a premium for a product.

Retail 370

Retail Net Promoter Score Loyalty Programs Effort Score 370

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. Increased Customer Churn Customer loyalty is built on trust, and reactive sales processes often fail to nurture that trust.

Sales 263

Sales Customer Experience e-support Examples 263

InMoment XI

AUGUST 17, 2023

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 Driver #1: Deliver on Product Quality and Innovation Customer experience plays a crucial role in driving great product quality and innovation.

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

Calabrio

MARCH 11, 2025

It’s about ensuring that every interaction not only meets but exceeds customer expectations, fostering loyalty and driving positive brand perception. More than just identifying errors, modern QA aims to understand the “why” behind customer experiences. Just looking at calls isnt enough anymore.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

GetFeedback

SEPTEMBER 20, 2019

The main concern is that while easy is a widely desirable CX attribute, it is usually not the sole driver of customer loyalty. A 2018 CustomerThink study found that firms may start out using NPS or CSAT, but over time tend to use multiple metrics including composite indicators that can be proven to link to desired business outcomes. .

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

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.”. Customer touchpoints vs. journeys.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Lumoa

AUGUST 3, 2021

As we see the business world shifting towards a more remote and digital landscape, the communication between customers and service employees is playing a more pivotal role in customer experience due to the lack of opportunity for face-to-face interactions. How to transform the experience by looking at customer journeys 1.

Customer Journeys 243

Customer Journeys Customer Experience Touchpoint Customers 243

GetFeedback

SEPTEMBER 13, 2018

Our best customers are the ones who stay with us. The proof is in the numbers: a 5% increase in customer retention can lead to a 25-95% increase in profits , according to a Harvard Business School study. Define your customers’ expectations from the get-go. Find out why your customers are having a tough time.

Customer Journeys 247

Customer Journeys Net Promoter Score How To NPS 247

GetFeedback

SEPTEMBER 18, 2019

Loyalty is influenced by many touchpoints across the journey–service happens to be one of those touchpoints–and one that is far more likely to lead to disloyalty. . Brands should design for emotions they want to generate, and not assume that being easy is the only thing that matters, nor that every touchpoint requires a wow.

Loyalty 257

Loyalty Customer Experience Touchpoint Metrics 257

GetFeedback

AUGUST 14, 2019

What messages are you sending about the experience your customers can expect with your brand? What expectations do your customers have? . It’s easy to tell ourselves stories about what we believe our customers expect, but the best way to find out is to listen to what they are sharing. Conclusion on CSAT .

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

Kayako

MARCH 21, 2022

The data confirms that service-related problems are a critical touchpoint. Relative to price or product-related issues, a customer is four times more likely to switch to a competitor for service-related problems than price or product-related. There are measurable steps companies can take to improve customer service.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

GetFeedback

NOVEMBER 23, 2019

The message from CX leaders at Dreamforce was this: Companies should apply AI across all touchpoints of the customer journey — marketing, sales, commerce, service, etc. Only in doing so, will they enable their teams to provide the personalized experience that customers expect.

Conference 48

Conference Case Study Fashion Customer Expectations 48

Lumoa

APRIL 28, 2020

As a consequence of the increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever. Digital customer experience is the online experience and the journey your customers go through while interacting with your brand.

Self Service 195

Self Service Customer Journeys Customer Experience Omni-Channel 195

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. If you think of ecommerce as a well-oiled machine, the CX Manager is the grease that keeps everything running smoothly between: Customers Understanding their feedback, frustrations, and expectations.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. This concept can be applied to customer experience as well.

Connections 334

Connections Customer Experience Social Media Analysis 334

Comm100

FEBRUARY 6, 2023

You have to predict the customer’s expectations, constantly measure your CX performance, and solicit feedback from them. 5 Customer Experience Trends of 2023 A strong customer experience is critical in helping financial institutions build lasting relationships with their customers, increase revenue, and stay ahead of the curve.

Financial 245

Financial Trends Self Service Customer Experience 245

GetFeedback

DECEMBER 11, 2018

But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits. Once you’ve gotten the initial customer feedback, you can take action. Define your customers’ expectations with win-loss surveys.

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

CSM Magazine

APRIL 10, 2025

Why Self-Service is Critical to Customer Satisfaction Self-service, when done right, empowers customers to resolve their queries, complete their purchases, or find the information they need at their own pace. It reduces dependence on staff, saves time, and enhances customer autonomy.

Self Service 52

Self Service Multi-Channel How To Call Center 52

Kayako

MAY 4, 2022

The most crucial intersection between customers and companies is during customer service interactions. What does a good customer service experience mean to the customer? Customer expectations are higher than ever. The other party in the customer service experience is the customer service agent.

Self Service 269

Self Service Customer Experience Customer Journeys Study 269

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

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study.

Customer Service 240

Customer Service Strategy Self Service How To 240

InMoment XI

JULY 19, 2023

However, achieving exceptional customer experience requires a dedicated focus on understanding and addressing customer needs and expectations at every touchpoint. This is where customer experience experts play a crucial role. How Can Customer Experience Experts Elevate Your CX Initiative?

Customer Experience 195

Customer Experience Customer Journeys ROI Customer Centricity 195

InMoment XI

SEPTEMBER 9, 2024

Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. It’s about making sure every interaction adds value and strengthens the customer relationship.

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Comm100

JANUARY 6, 2022

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In a recent study, this exact finding was discovered. 67% of customers said they would spend more money if they received a better customer service experience.

Customer Experience 246

Customer Experience Omni-Channel Chatbots Social Media 246

Experience Investigators by 360Connext

AUGUST 11, 2020

Customers expect the same types of behaviors to trust the brands they know. Of course, building trust with customers is not new or going away anytime soon. Take the time to understand customers. Bring the customer and her voice into every discussion, decision, and design. Founder & CXO, Chief Customer.

How To 271

How To Brands Touchpoint Customers 271

Retently

NOVEMBER 13, 2024

But as ecommerce grows, so do customer expectations. A seamless, personalized, and engaging buyer journey is the difference between a one-time shopper and a loyal customer. This is why Customer Experience has become the heart of online retail success. Shopping online is more than just convenient – it’s the new normal.

Ecommerce 144

Ecommerce Retail Social Media Technology 144

GetFeedback

JUNE 22, 2019

Remember that 75% of customers want a consistent experience with your brand — regardless of the channel they use to contact you. Any interaction or touchpoint with your customer should be on brand. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. It showed how personalized support and customer-centric solutions can result in happy customers who feel valued.

Examples 36

Examples Customer Service Case Study Hospitality 36

Thematic

FEBRUARY 24, 2025

Businesses need to collect, analyze, and apply customer feedback effectively. Analyze customer interactions across multiple touchpoints. Personalize experiences and address customer pain points. Worse, 79% of customers will switch brands if they find a competitor with a better experience.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

CSM Magazine

OCTOBER 21, 2024

This combination of AI and human touch allows call centres in the Philippines to offer a more responsive and efficient service while maintaining the empathy that customers expect. Data-driven insights are another key innovation in customer experience.

Innovation 52

Innovation Customer Experience Omni-Channel Social Media 52

Kayako

JUNE 16, 2022

The sweet spot for brands is an excellent customer experience with the brand and product or service, backed up by frictionless support experiences that consistently meet expectations. Providing customer service agents with the right tools is essential. What Is a Good Customer Effort Score? Sometimes simple is best.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

Inbenta

OCTOBER 30, 2024

Why Digital Self-Service Matters The burgeoning demand for self-service solutions stems from a combination of users’ expectations for rapid responses and the overwhelming volume of online requests that customer service departments face.

Self Service 52

Self Service Chatbots Omni-Channel Customer Satisfaction 52