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Customer Experience KPIs – Which Ones Are Right for You?

Customer Experience KPIs

A great customer experience provides a solid foundation on which any business can base its marketing and operational efforts. As companies invest more of their budgets in customer experience optimization programs, they need a way to measure the results of

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Optimizing Omni-Channel Experiences with Customer Feedback

Customer Feedback

Identifying and resolving your largest customer pain points will naturally improve your performance across the board. However, when those pain points are spread out across a variety of platforms, devices, and interactions, it can be difficult to identify and prioritize

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How to Boost Customer Loyalty with a Voice of the Customer Program

Voice of the Customer

Today, everyone recognizes the link between customer experience and long-term loyalty. Companies have a real opportunity to solidify relationships with existing customers by providing a great experience every time. The benefits are tremendous – on average, loyal customers are worth

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Enhancing the Customer Experience to Improve Customer Support

Customer Experience

Being responsive from a customer support perspective is critical to both solidifying customer loyalty and efficiently running a business. Any actions you can take to reduce wait time, speed resolution times and provide a better experience throughout the process will

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How to Boost Your Conversion Rates with Customer Feedback

With analytics, you can see where your customers are dropping off – but you can’t see the why. Determining exactly which factors are keeping customers from converting can be extremely time consuming and tedious. What you need is a strategic

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5 Steps to Building a Successful B2B VoC Programme

Group of Business People in a Meeting

This guest post was written by Nadine Dyer, a seasoned Customer Experience Practitioner. Nadine is passionate about the VoC and helps businesses and educational institutions truly understand the customer. She develops VoC Programmes that make a positive difference to the

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The Key to Social Commerce Success is Voice of the Customer

blog 25.6

Since the dawn of digital social media, marketers and publishers have been trying to monetize this channel. With this week’s news, Twitter has taken the next great step forward. Earlier this week, Twitter introduced “dedicated pages”, a new feature that

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Reflections on CEW London: the Constable, the Maker, the Hospital Caretaker

blog image

This guest post was written by Brian Kling, Sr Customer Experience Architect with Autodesk. Brian believes everything around us should be well-designed; simple, intuitive and useful. He has a long history of working with customers and designing customer experiences in

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Three Quick and Easy Ways to Boost Your Summer Campaigns

Summer Campaign Optimization Kit

Download the Summer Campaign Optimization Kit After months of planning, the summer shopping season has arrived. Major seasonal campaigns have begun, and more are scheduled to launch in the coming days and weeks. And now, the great optimization race begins.

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Bringing CX to life with Voice of the Customer

new horizons

Every few years a new trend such as social media marketing, mobile marketing or customer experience management hits the marketing field. These new trends generate a great deal of hype, attention and over time, investment. Savvy marketers are becoming increasingly

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