Customer experience best practices
Customer experience best practices combine thoughtful processes married to best-fit technologies that analyze customer interactions, collect customer feedback, measure customer satisfaction and divine actionable insights through customer analytics. Read how cutting-edge organizations meet challenges and create successes.
New & Notable
Report: How Nike, Netflix, and Delta Are Expanding Their CX Strategies
Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.
Customer experience best practices News
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April 22, 2020
22
Apr'20
Coronavirus CX strategy should be flexible, feedback-driven
During the COVID-19 pandemic, businesses should understand customer needs and prepare their customer service employees for remote work as a part of their adjusted CX strategies.
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March 31, 2020
31
Mar'20
Adobe AI tools coming to Experience Cloud
This year's Adobe Summit, held online, marked the debut of the Adobe Analytics Digital Economy Index, a massively scaled gauge of online purchasing trends. That, and AI tools.
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December 17, 2019
17
Dec'19
How Amazon customer experience became e-commerce standard
Amazon made personalization, one-click shopping, quick shipping and easy returns de facto standards for all B2C and now, B2B businesses. Read about how the company did it, and what's next.
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June 27, 2019
27
Jun'19
Verizon CX boss: Bots slash costs, but humans build brand loyalty
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships.
Customer experience best practices Get Started
Bring yourself up to speed with our introductory content
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Building a successful CX governance operating model
When developing a CX governance operating model, leaders should consider four key components: people, measurement framework, processes and tools and technologies. Continue Reading
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Direct-to-Consumer (D2C or DTC)
D2C (Direct-to-consumer, or Direct2Consumer) is a type of business-to-consumer (B2C) retail sales strategy where a business will build, market, sell and ship a product directly to the customer. Continue Reading
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liaison officer
A liaison officer is an employee who is responsible for establishing a positive working relationship between two or more people, organizations or agencies, typically with the goal of working through a mutual problem or concern. Continue Reading
Evaluate Customer experience best practices Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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6 key benefits of headless commerce
Traditional e-commerce changed how businesses could sell products, but with headless commerce, organizations can better personalize the customer experience. Continue Reading
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What are 4 ways to improve content experience?
Thoughtful presentation of content enables businesses to engage customers. Methods of improving content experience include social media and tailored content. Continue Reading
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IoT and the customer experience: What to expect in 2020
Consumers are finding themselves increasingly surrounded by technology that talks to each other. See how retail is incorporating IoT and affecting customer experience. Continue Reading
Manage Customer experience best practices
Learn to apply best practices and optimize your operations.
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Building customer relationships is central to loyalty
Raghu Kalé's book, Loyalty and Sacrifice, discusses what it means for businesses to build relationships and create true customer loyalty -- going beyond repeat sales. Continue Reading
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3 key training areas for remote sales success
Remote work is easy for some departments, but sales teams may struggle without in-person interactions. Businesses should train sales reps to be successful while working from home. Continue Reading
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5 key players on customer experience teams
There are some individuals that are responsible for leading customer experience teams. While each role has distinct duties, they all strive to deliver positive CX. Continue Reading
Problem Solve Customer experience best practices Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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6 tips for handling emergency calls in contact centers
Many contact centers do not have a procedure for handling emergency calls, but they should. It is important for agents to know how to react to emergency situations. Continue Reading
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3 ways CRM improves customer experience
To be efficient, businesses need their information in one place. Using a CRM system, companies can improve CX by keeping track of their customers and automating business processes. Continue Reading
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10 ways to improve the customer experience today
Many organizations struggle with where and how to improve CX, as the focus shifts from CRM to customer experience. Here are 10 strategies to use for a successful journey. Continue Reading