CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

aircall

DECEMBER 19, 2016

Customers can also look to self-service, via the forums or Amazon Co-Pilot. In short, their customer service is expeditious and complete, and treats the user with care and respect. I would define Amazon by our big ideas, customer centricity, putting the customer at the center of everything we do. SpotifyCares.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

SharpenCX

FEBRUARY 12, 2020

In the eyes of your customers, only 12% of brands have made significant improvements to their customer experience over the past several years. Companies race to outpace competitors, but it seems fewer do so with customers (not dollar signs) on their mind. They ask for feedback thoughtfully. Get the guide.

Customer Experience 84

Customer Experience Transportation Contact Center Coaching 84

SharpenCX

FEBRUARY 12, 2020

In the eyes of your customers, only 12% of brands have made significant improvements to their customer experience over the past several years. Companies race to outpace competitors, but it seems fewer do so with customers (not dollar signs) on their mind. They ask for feedback thoughtfully. Get the guide.

Customer Experience 67

Customer Experience Transportation Contact Center Coaching 67

ijgolding

JUNE 21, 2017

Three words that you would not typically want to associate with the subject of Customer Experience. Public transport is another example of an ‘industry’ whose products and services are used by many people who have no other viable option. Why bother investing in the customer experience if the customer has no choice?

Customer Experience 72

Customer Experience Airlines Transportation Surveys 72

Comm100

AUGUST 23, 2018

Similarly, effective mobile experiences can blend service channels together, creating an experience that is purely customer-centric. There are several ways that companies have tapped into mobile as a source of omnichannel, or channel-less , customer service in 2018. Source: Statista. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Talkdesk

JULY 31, 2017

Empires are rising and falling; the one consistency is the people who treat their customers well are the ones who are around. In the app world, if you don’t like the customer experience you have or you get bad service from that company, it’s a tap of the button for you to switch from one app to a competitive app.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

Empires are rising and falling; the one consistency is the people who treat their customers well are the ones who are around. In the app world, if you don’t like the customer experience you have or you get bad service from that company, it’s a tap of the button for you to switch from one app to a competitive app.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

PeopleMetrics

JULY 9, 2014

My only mode of transportation. 1 for a Great Customer Experience. This amazing act of employee-customer love stuck with me and I asked them how I could ever repay them for their efforts. “We really appreciate and value customer feedback.” Customer Experience'

Customer Experience 116

Customer Experience Transportation Advertising Customer centricity 116

COPC

NOVEMBER 13, 2019

“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our customer service centre provides services to both customers and drivers. As the frontline of Shouqi Limousine & Chauffeur, customer service is the key touch point for both drivers and customers.

Customer centricity 8

Customer centricity Consulting Consulting Transportation 8

PeopleMetrics

MAY 12, 2022

Your favorite restaurant, an eCommerce site you frequently buy from, a hotel that you've visited several times, a professional vendor that your business relies on—if it's easy, fast, and enjoyable to engage with them, they've almost certainly put careful thought into their customer experiences.

Journey mapping 62

Journey mapping B2C Feedback B2B 62

CX Journey

FEBRUARY 5, 2019

Customer experience professionals use storytelling to gain buy-in and commitment from their audiences (typically executives, as well as employees) and to deliver impactful emotional and rational perspectives and messages, thereby capturing both the hearts and minds of the intended audience. What’s journey mapping? Why are you mapping?

Journey mapping 35

Journey mapping Transportation Customer centricity Education 35