InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Analytics 488

Analytics Customer Insights Data Social Media 488

ShepHyken

NOVEMBER 14, 2022

It’s a robust white paper published by Harvard Business Review, focusing on partnering with the best experts (vendors) in the customer experience (CX) world. If you find the right vendor, one who is focused on you and your organization’s success, you’ll quickly realize that it’s more of a partnership. It’s a video.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Ensure customer program teams have access to a data analyst/expert/scientist.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Ensure customer program teams have access to a data analyst/expert/scientist.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

delighted

AUGUST 23, 2019

Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. An effective customer experience program can help with just that. Is this about a white paper that they read? This is where customer experience surveying comes in.

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41