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. Call Centers Are Out Experience Centers Are In by NobelBiz. Because we live in this space and we’re also the people behind it.

Customer Service 86

Customer Service Net Promoter Score eBook B2B 86

Beyond Philosophy

MAY 18, 2016

Perhaps more significantly, the online experience is no better, even as Amazon threatens to overtake Macy’s as the nation’s top clothing retailer. How would you improve the experience? To find out more about improving your Customer Experience and Customers’ emotions read our latest ebook: Unlocking the Hidden Experience.

Fashion 113

Fashion eBook Retail Loyalty 113

InMoment XI

APRIL 3, 2024

The digital customer experience has become an essential part of the way that consumers navigate the marketplace. They don’t view a transaction as an online experience, a mobile app experience, or a customer service experience, they view it as one continuous experience that they had. References Fullstory.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

inmoment

APRIL 21, 2020

Digital intercepts are specific points in the online experience where feedback could be collected about a key point in the customer journey. To learn more tactics for collecting holistic customer feedback, read our eBook, “ How You Listen Matters: Modernizing Your Methods & Approach to Collecting Customer Feedback, ” here.

Feedback 52

Feedback Strategy eBook Social Media 52

inmoment

AUGUST 30, 2018

Check out our first of it’s kind Digital Intercept tool that helps you enhance your customers’ online experience—without interrupting it. Check out the free Digital Intercept eBook here ! So before you set out to create your next survey, think to yourself: Am I interrogating or am I starting a conversation?

Survey 45

Survey Customer Experience eBook Online Experience 45

Thunderhead

JULY 2, 2018

And of course, these new online experiences must align with those provided so brilliantly ‘in branch’. And fortunately, for many building societies, the culture of putting customers first [which eludes many organisations; here’s a handy ebook if you fancy a little further reading] is already in place.

Customer Engagement 40

Customer Engagement Engagement Banking Financial 40

Responsetek

MAY 8, 2018

What aspects of the customer experience are most important to our organisation? Should we focus on retail experience, online experience, or call centre experience? Download eBook. Is it reducing customer defection, increasing average revenue per customer, or perhaps even improving employee morale?

CEM 40

CEM Strategy Insurance Abandon Rate 40