Eptica

DECEMBER 16, 2016

Expand metrics to cover emotion Build on your current measurement tools and see if they can be extended to include customer emotions (as well as more conventional metrics such as speed and satisfaction). Share this page on: Tweet.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49

Beyond Philosophy

JUNE 11, 2015

In place of a loyalty program, Asda believes it provides customers with what they want most, a “great multichannel retail experience”. The chain, according to executives, focuses on delivering the key fundamentals: prices, quality, convenience and service. newer low-priced chains such as Aldi are actively competing with Asda.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

VocalCom

JULY 23, 2018

Designing great customer experiences begins with truly knowing your customers. While surveys reveal valuable insights about their needs, a global view of customer emotions and expectations across all channels is the real key to offering the services and products they want.

Customer Experience 48

Customer Experience Journey mapping Contact center software Customer emotions 48

VocalCom

JULY 31, 2017

Through an analysis of quantitative data and anecdotes from both customers and employees, brands may develop comprehensive maps that reflect the customer’s motivations and sentiments along the journey from potential to loyal customer. Here are five key benefits of customer journey mapping. Understanding customer emotions.

Journey mapping 48

Journey mapping Contact center software Interactive Voice Response Upselling 48

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. It’s flawed thinking to assume that any customer experience platform can singlehandedly improve customer engagement.

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

Pointillist

APRIL 17, 2019

“A Customer Data Platform is packaged software that creates a persistent, unified customer database that is accessible to other systems” –CDP Institute. Marketers are using a variety of systems today to design, manage and measure multichannel campaigns. What are Customer Analytics Tools?

Analytics 51

Analytics Journey mapping Multichannel Government 51

Pointillist

MAY 23, 2018

Journey mapping is the most widely practiced form of journey analytics and is a technique that has grown in popularity, not only with customer experience (CX) professionals, but also within marketing, customer service, user experience (UX), product management and IT.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90