Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Horizon CX

DECEMBER 1, 2023

Strategic Milestone: Apple’s success in customer experience contributes to its strategic milestone of brand loyalty. Apple’s focus on user experience and design speaks to its understanding of the perceived needs of tech-savvy consumers.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ProProfs Chat

DECEMBER 7, 2018

Be sure and monitor your E-commerce sites for checkout issues on an hourly basis especially during Holiday Season. Issues with the customer-experienced IT quickly become business incidents and require robust business processes and systems to ensure the experience of a potentially large number of customers is not at risk.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Wootric

DECEMBER 21, 2018

We’ve also provided a total of 8 major questions in our free e-book, as well as a link to a handy spreadsheet to keep track of everything in this process. To smoothly scale up, Customer Success Operations provides tactical support to CSMs, ensuring that the right processes get optimized to improve their KPIs and their efficiency.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

DCX

AUGUST 18, 2024

Plus, check out the upcoming customer success events you won’t want to miss. Mark The "30 Days to Greater Influence" e-course isn't for everyone. Personalization at scale: Leverage AI and data analytics to create one-to-one customer experiences across multiple touchpoints, moving beyond segmentation to true individualization.

Healthcare 52

Healthcare e-support Banking Financial 52

DCX

AUGUST 18, 2024

Plus, check out the upcoming customer success events you won’t want to miss. Mark The "30 Days to Greater Influence" e-course isn't for everyone. Personalization at scale: Leverage AI and data analytics to create one-to-one customer experiences across multiple touchpoints, moving beyond segmentation to true individualization.

Healthcare 52

Healthcare e-support Banking Financial 52

ShepHyken

JULY 15, 2016

Doing so can help companies to better understand the paths that customers take to purchase or to receive support and to identify any friction they may face in their experiences that can be removed. Of course, there are other tactics that customer experience professionals can explore.

Customer Journeys 48

Customer Journeys Customer Experience e-support Case Study 48

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. ” Why? ” (silos!)

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Kustomer

SEPTEMBER 6, 2018

He’s also the President of the Northeast Contact Center Forum , which puts on quarterly events for contact center and customer experience professionals. R-E-S-P-E-C-T: Have the respect for your associates to treat them like adults. Sounds a lot like empowerment, but with some real power. How do you do it?

Exercises 43

Exercises Handbook e-support Contact Center 43

CSM Magazine

MAY 19, 2023

They use data gathered from customer interactions to pinpoint areas for optimization, making data-driven decisions that improve various aspects of a customer’s journey – from initial discovery, through purchasing and support, to long-term loyalty and brand advocacy.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

SurveySparrow

OCTOBER 25, 2019

By doing this, your customer support team can easily identify who they are and understand them better. It is an important step towards becoming truly customer-centric. Think about how often do you conduct customer feedback surveys ? Customer Experience Strategy #11. Prioritize Quality Support.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

DCX

AUGUST 13, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. The "30 Days to Greater Influence" e-course isn't for everyone.

ROI 52

ROI e-support Touchpoint Course 52

Kustomer

NOVEMBER 9, 2023

In the ever-evolving landscape of business and customer support, staying ahead of the curve is essential. Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined.

Customer Experience Professionals 52

Customer Experience Professionals Innovation e-support Customer Experience 52

DCX

AUGUST 20, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. The "30 Days to Greater Influence" e-course isn't for everyone. Let’s go!

Customer Journeys 52

Customer Journeys e-support Customers Exercises 52

DCX

AUGUST 20, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. The "30 Days to Greater Influence" e-course isn't for everyone. Let’s go!

Customer Journeys 52

Customer Journeys e-support Customers Exercises 52

Alida

SEPTEMBER 22, 2016

Customers, especially Millennials , expect transparency and honesty—and they support companies they perceive to be truthful and real. Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers.

Innovation 100

Innovation Marketing Social Media Healthcare 100

InteractionMetrics

JUNE 19, 2023

As customers, we have all felt the difference when a company makes UX a priority. An e-commerce site with bold checkout buttons and a simple shopping cart icon demonstrates the fundamentals of good UX design. Companies that employ UX designers strive to build interfaces that are straightforward and easy to use.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Customer Experience Insight

DECEMBER 17, 2020

About 75% of customers said they believe a company’s customer service should be more empathetic and responsive as a result of the pandemic, according to the Hiver study, “Customer Support Through the Eyes of Consumer in 2020.” About 30% want to deal with knowledgeable customer experience professionals.

Social Media 52

Social Media Customer Experience Professionals Policies Training 52

DCX

SEPTEMBER 10, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Join the DCX community as a Premium subscriber to support the continued creation of posts like this. Get 75% off forever Are you looking to get in front of 1K+ Customer-obsessed Leaders?

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

DCX

SEPTEMBER 10, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Join the DCX community as a Premium subscriber to support the continued creation of posts like this. Get 75% off forever Are you looking to get in front of 1K+ Customer-obsessed Leaders?

Net Promoter Score 52

Net Promoter Score Social Media Effort Score Analysis 52

Pointillist

APRIL 17, 2019

Forrester Business Intelligence Solution Pros and Cons Pros Cons Mature, scalable technology Requires technical expertise to set up and maintain data warehouse/lake Supports an IT-enabled workflow, from data to centrally delivered and managed analytic content Difficult to do time-based series analyses (e.g.

Customer Journeys 51

Customer Journeys Analytics Tools Data 51

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. If this strategy worked for me, surely it will work for you too!

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. You’re going to reduce the time and effort for the customer. “I Steve Offsey: Yeah, absolutely.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

DCX

AUGUST 11, 2024

The "30 Days to Greater Influence" e-course isn't for everyone. Ethical considerations: There's strong support for companies investing in understanding AI ethics and risks. Awareness gap: AI-aware consumers tend to be more skeptical about AI in customer service compared to those less familiar with the technology.

Advertising 52

Advertising Net Promoter Score Retail Healthcare 52

Bold360

NOVEMBER 21, 2016

Dubbed “The Year of the Customer” by thought leaders and analysts back in Q1, 2016 is the year in which businesses are learning valuable lessons about the importance of placing the customer at the center of marketing, onboarding, and ongoing customer support processes. Sasha Tenodi. Wendy Glavin. Wendy Glavin.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

DCX

SEPTEMBER 3, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. The "30 Days to Greater Influence" e-course isn't for everyone. Let’s go!

Leadership 52

Leadership e-support Metrics Course 52

DCX

SEPTEMBER 3, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. The "30 Days to Greater Influence" e-course isn't for everyone. Let’s go!

Leadership 52

Leadership e-support Metrics Course 52