Bill Quiseng

FEBRUARY 7, 2022

Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish. They journey emotionally with “ow” and “WOW moments” The more ow or WOW, the more emotional the moment, the more memorable the experience. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.

Customer Loyalty 130

Customer Loyalty Retail Customer Expectations Customer Experience 130

Steven Van Belleghem

FEBRUARY 7, 2022

A world of possibilities. Above all, the hefty debate around the metaverse shows that we find ourselves in a very seminal phase, at a new frontier. Where few people really understand what it is or where it is going. And where a limited group of first movers is experimenting to understand it. I believe that this is the perfect moment for companies to start testing it in terms of marketing and CX: the potential is huge and the entry costs still rather low (depending on what you choose to do there,

E-commerce 117

E-commerce Gaming Non-Profits Entertainment 117

Conversation Agent

FEBRUARY 7, 2022

History the way it's taught is boring. Hard as hell to keep track of all those names and dated without context. My love was for the narrative that surrounded great works of literature. You could say I learned history through novels. There's so much you can learn when you put the two together. Narrative and culture relate in more than one way. How words relate to other words as our language evolves.

105

105

Zendesk

FEBRUARY 7, 2022

Companies are increasingly prioritizing the collection of customer data. According to the Zendesk Customer Experience Trends Report , business leaders increased their investment in customer data management by a whopping 92 percent amid the COVID-19 crisis. But capturing customer data alone isn’t enough. The information you gather must be relevant. You also need to interpret that data to form insights and take action.

Predictive Analytics 98

Predictive Analytics Social Media Net Promoter Score NPS 98

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MyCustomer Experience

FEBRUARY 7, 2022

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 8th Feb 2022. By Rhys Fisher Editorial Assistant.

CX 75

CX Customer Experience 75

Zendesk

FEBRUARY 7, 2022

Customer support is having a moment. In a highly competitive, digital-first world , providing your customers with responsive, relevant support is more important than ever. Whether it’s over email, messaging, social media or the phone, being where your customers are — and helping them solve their problems — should be a first-rate priority for any business.

Net Promoter Score 52

Net Promoter Score Social Media Start-ups Customer Expectations 52

DMG Consulting

FEBRUARY 7, 2022

Question: What can customer journey analytics do to help us understand the CX? Answer: Customer journey analytics (CJA) provides a 360-degree view of customer relationships and interactions with an organization from origin to outcome, and evaluates the customer experience (CX) every step of the way – from the customer perspective. This includes activities with a branch or store location, back office, website, social media network, contact center (live agents and via self-service e.g., IVR or IVA

Social Media 48

Social Media CX Contact Center Customer Relationship 48

Shep Hyken

FEBRUARY 7, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 9 Ways to Build Customer Loyalty by Ken Peterson. (CMSWire) This got me thinking about all the companies I’ve worked with and used over the years and what they actually did to earn my loyalty.

Net Promoter Score 13

Net Promoter Score Customer Service Contact Center NPS 13

ClientSuccess

FEBRUARY 7, 2022

Customer Success Managers (CSMs) use multiple metrics and numbers to understand customer sentiment and how customers feel about a product and their vendor team. In recent years, high-performance customer success teams have begun leveraging a holistic overall metric that combines the various elements of customer success and customer sentiment into a single, easy-to-understand number: the Customer Health Score.

81

81

Ameyo Callversations

FEBRUARY 7, 2022

A customer support system provides companies with the right technological infrastructure to optimize and automate customer interactions at scale. As a result, they streamline multi-channel interactions and help drive a more customer-centric engagement model for all enterprises. A robust customer support ecosystem must incorporate best practices in leveraging the right technology and the right strategies in managing customer relationships.

Sentiment Analysis 52

Sentiment Analysis Omnichannel Contact Center Customer Relationship Management 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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