The customer journey is paved with critical touchpoints. From discovery to purchase decision to referral, the opportunities to connect, convert, and create a relationship with your customers are frequent and incredibly important. And customers know it too. Learn why messaging is the future of customer acquisition and loyalty Get use cases and examples to apply …
Customer Experience Analytics can provide contact centres with a significant advantage in the quest for efficiency optimization, although they are often overlooked by contact centre leaders as being for the benefit of other departments. This article explains why cross-channel analysis is critical to understanding the customer experience and outlines the relative value of the most …
This article explains how voice technology is improving and advancing customer experience metrics such as Net Promoter Scores and Customer Satisfaction Scores.
First contact resolution (FCR) is a crucial metric for customer satisfaction. One of the main ways customers evaluate positive experiences with businesses is their ability to resolve an issue the first time they connect with customer service. Improving FCR in your contact centre can help differentiate your business, drive revenues, and increase customer loyalty. In …
Five factors – belonging, trust, hospitality, empowerment, and community – drive Airbnb’s remarkable success, according to customer experience expert Joseph A. Michelli. He reports that the company tries to encourage people to see one another as trustworthy and to foster the concept that travelers can experience a sense of belonging everywhere. To that end, he …
Against a backdrop of product commoditization and concerns about the perils of price wars, the customer experience has emerged as the de facto focus for competitive differentiation. But for this to be achieved, organizations need to explore not only how they can improve their customer experiences at a rate that exceeds that of the competition, …
Building a Voice of Customer (VoC) program has become a priority for many brands, as it can help them deepen customer relationships, improve experiences, and create new products and services. This article includes answers to the most common VoC questions and explains how to execute a Voice of Customer program that is customer-centric and actionable. …
In this case study, you’ll discover how Tesco Mobile worked with InMoment to evolve its approach to delivering meaningful action from customer feedback. You’ll learn: Why feedback matters. The importance of undertaking a thorough touchpoint analysis. How to empower employees to be able to use customer insight more effectively.
“Your most unhappy customers are your greatest source of learning.” – Bill Gates In today’s world, there are multiple ways for customers to voice their displeasure with your company. They can complain to management, share their displeasure on social media, write a negative review on Yelp or Google. Or, more simply, they never use your …
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