InMoment XI

APRIL 5, 2024

Creating and executing the perfect survey that avoids obtaining misleading feedback can be tricky business. To be successful, you’ve got to watch out for inaccurate data such as sampling bias, framing bias, and most importantly, response bias. What is Response Bias? Response bias is our human tendency to self-report inaccurate (or even false) answers to survey questions.

Feedback 260

Feedback Reference Hospitality Workshop 260

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? It’s an environment where shoppers feel understood and valued at every touchpoint. Why does this matter so much? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Beyond Philosophy

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The “Jobs to Be Done” framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations.

Customer Journey 88

Customer Journey Insights Information Marketing 88

CSM Magazine

APRIL 5, 2024

In today’s dynamic digital environment where both quality and agility are critical, it is crucial to strike a balance between the two. Delivering high-quality products and services has become paramount for businesses to stay competitive. However, achieving this goal can be a daunting task, especially for organizations with limited resources and expertise.

Customer Satisfaction 52

Customer Satisfaction User Experience Innovation Marketing 52

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

SaleMove

APRIL 5, 2024

Unlike older insurance agents who prefer to interact via phone and email, Glia research found younger agents show a strong preference for digital channels, led by chat. The post Research Finds Younger Insurance Agents Expect More Digital Channels appeared first on Glia Blog | Digital Customer Service Explained.

Insurance 53

Insurance Blog Interaction Customer Service 53

Middlesex Consulting

APRIL 5, 2024

We are again living in uncertain times. The name for uncertain times is VUCA, which stands for Volatility, Uncertainty, Complexity, and Ambiguity. It describes constant, unpredictable change that is now the norm in many industries and areas of the business world. Here is a partial list of the factors that are causing VUCA for industrial […] The post Now Is the Time for a B2B Industrial Company to Focus on the Aftermarket appeared first on Middlesex Consulting.

B2B 78

B2B Consulting 78

dscout People Nerds

APRIL 5, 2024

UX research often attracts idealists and dreamers. Jenn Kuhns breaks down how we can turn our greater hopes for the field into a concrete reality.

Insights 98

Insights 98

Brandwatch CX

APRIL 5, 2024

Want to know how to do a competitive analysis? We run through everything from identifying competitors to analyzing them in a range of areas.

Marketing 88

Marketing 88

IntouchInsight

APRIL 5, 2024

Learn how to improve QSR guest experiences, store operations, employee training and franchise performance using Mystery Shopping data.

Guest Experience 62

Guest Experience 62

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Strativity

APRIL 5, 2024

The post Unlocking the Power of GenAI in Your Organization appeared first on Material.

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Forrester's Customer Insights

APRIL 5, 2024

Portfolio marketers have a broad role, from keeping up to date on market intelligence and developing go-to-market strategies and messages to launching offerings and training sellers.

Marketing 30

Marketing Consumers B2B Insights 30

Forrester's Customer Insights

APRIL 5, 2024

Supergroups are back! Boygenius have topped album charts worldwide and scooped up multiple grammy’s in the process for their debut album ‘The Record.’ The band featuring Julien Baker, Lucy Dacus and of course Phoebe Bridgers are a modern example of a supergroup, bringing successful musicians and artists together to create something completely new.

Technology 30

Technology Customers 30