Customer Think
DECEMBER 15, 2023
Short-Term Strategies With Long-Term Consequences After a recent keynote session on customer experience, I led a breakout group with 30 business leaders in a spirited discussion on the many ways companies sabotage customer loyalty. The insights that emerged were a harbinger that companies everywhere should heed.
Experience Investigators
DECEMBER 15, 2023
Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real ch
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Customer Think
DECEMBER 15, 2023
The customer journey, defined as the path a customer takes from initial awareness to the final purchase and beyond, is a fundamental aspect of modern business. In this digital age, understanding and optimizing customer journeys is more critical than ever.
CX Network
DECEMBER 15, 2023
Former minister Dame Caroline Dinenage explains that the bill sets a precedent for fostering consumer confidence
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Customer Think
DECEMBER 15, 2023
How Small Improvements Create Lasting Change in Customer Experience Shep Hyken interviews Steven Van Belleghem, customer experience expert and author of A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture.
Zonka Feedback
DECEMBER 15, 2023
Effective communication is essential in all aspects of life, from family to school to business and more. If you are a business owner or manager, it is essential to know how your customers perceive your products and services and their overall experience with your business. This is where the need to gather customer feedback comes into the picture and online feedback forms help you just do that!
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
SurveySensum
DECEMBER 15, 2023
Often companies inadvertently limit their understanding of customer satisfaction by focusing solely on measuring existing customer interactions through metrics like NPS and CSAT. This provides an incomplete picture of overall customer satisfaction. Understanding why potential leads choose not to convert is essential for addressing the root causes of why customers leave.
Zendesk
DECEMBER 15, 2023
What is a workforce manager? A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. This role has a hand in staffing, scheduling, performance monitoring, workforce allocation, reporting, compliance tracking, and more. Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals.
Help Scout
DECEMBER 15, 2023
In this article, we’ll take a closer look at omnichannel retail, discuss successful (and not so successful) examples, identify emerging trends, examine its impact on customer experience, and recommend ways you can effectively measure its success.
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