ShepHyken

SEPTEMBER 14, 2020

My Comment: Your website is a powerful opportunity to deliver a better customer experience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko.

Customer Service 86

Customer Service Net Promoter Score eBook B2B 86

inmoment

AUGUST 30, 2018

Essentially, when your surveys feel like interrogations, they aren’t improving the customer experience. When you focus on starting a conversational survey, the picture completely changes because of one major fact: conversations are customer-focused. Check out the free Digital Intercept eBook here !

Survey 45

Survey Customer Experience eBook Online Experience 45

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. What aspects of the customer experience are most important to our organisation? Download eBook.

CEM 40

CEM Strategy Insurance Abandon Rate 40

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

Customer Service 0

Customer Service Government Poor Customer Service eBook 0