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.
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Download Now: Learn CX Strategies from Leading Brands
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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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.
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June 19, 2019
19
Jun'19
Target glitch pits e-commerce vs. POS customer experience
Big-box retailer Target's checkout outage showed how e-commerce systems can fill in when POS systems fail. They're not quite ready to supplant POS -- but they're getting there.
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January 18, 2019
18
Jan'19
AI-fueled Verizon Digital CX targets virtual contact centers
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.
Customer experience best practices Get Started
Bring yourself up to speed with our introductory content
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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
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contact center
A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed. 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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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
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BOPUS (buy online, pick up in-store)
BOPUS -- or buy online, pick up in-store -- is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day. Continue Reading
Manage Customer experience best practices
Learn to apply best practices and optimize your operations.
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5 tips for deploying surveys and collecting customer feedback
Businesses need to have a plan before surveying customers. While it is important to gather feedback regarding experiences, it is also important to act on the information received. Continue Reading
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CXO role requires tenacity, cross-departmental influence
The CXO role is fairly new to businesses, focusing on customer experience strategies across the entire enterprise. In this Q&A, an executive discusses what makes a CXO successful. Continue Reading
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Big retailers share their CX strategies
Effective customer experience strategies have a big impact on business success. Hear what Carnival Corp., Ritual Cosmetics and Ashley Stewart have to say about 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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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
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LA Metro pursues integrated CRM system with Salesforce
The Los Angeles Metro system integrates the Salesforce CRM with existing payment infrastructure, helping to bridge the gap between old and new technologies. Continue Reading
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Tips to build a successful digital customer service strategy
CRM pros from Wendy's, Chamberlain Group and DoorDash offer tips for integrating Salesforce AI and social media channels to create a successful digital CX strategy. Continue Reading