InMoment XI

AUGUST 3, 2022

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon. The causes and effects of employee churn are complicated, but the bottom line for brands and organizations the world over is simple: employee expectations have changed, and workplace cultures’ view of the employee experience must change as well.

Employee Experience 418

Employee Experience Brands Roadmap 2021 418

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. You can get by without paying attention to NPS, but you will thrive when using it as a growth north star. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. The higher your NPS, the higher the chance that your customers will turn into active Promoters and enthusiastic advocates for your products.

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Net Promoter Score NPS Measurement Customer Satisfaction 148

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences.

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Contact Center Hotels Social Media Interaction 147

Experience Investigators by 360Connext

AUGUST 9, 2022

Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. The list includes simple yet timeless ideas, like: Think Win-Win — Collaborate more effectively by building high-trust relationships. Seek First to Understand, Then to Be Understood — Influence others by developing a deep understanding of their needs and perspectives.

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? Here are a few possible reasons: . The product does what it is supposed to do. . They have great customer service. . They provide a great overall customer experience. . You like the employees. . The salesperson is knowledgeable and helpful. .

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2022 Customer Service Training Customers Customer Service 142

InMoment XI

AUGUST 3, 2022

When you think of going to get a quick bite to eat, you’re probably thinking of getting a burger. With so many quick-service restaurant chains to compete with, how can one chain expect to stand out above the rest? One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen “light” menu that features low calorie salads and sandwiches.

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue.

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Touchpoint Customer Journey B2B Customer Journey Mapping 119

Beyond Philosophy

AUGUST 11, 2022

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. It turns out I am not alone in my assessment. Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

Experience Investigators by 360Connext

AUGUST 23, 2022

The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds. Ok, maybe the picture I’m painting is a bit melodramatic — but it’s not far off a reality that’s happening at far too many organizations. These fed-up leaders often lean on this phrase — “It seems so obvious !

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Retail Innovation Interaction Culture 143

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

ShepHyken

AUGUST 23, 2022

The Value of Emotional Attachment in the Customer Experience. Don’t Overlook the Value of Emotions . Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares how emotions and customer relationships affect buying decisions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company.

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Consulting Advertising Loyalty Connections 129

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting. Today even as people are returning to stores, the share of purchasing due to eCommerce continues to increase steadily. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and

Customer Service 117

Customer Service E Commerce Effort Score E-support 117

InMoment XI

AUGUST 31, 2022

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company. Banks can and should engage with customers via CX surveys and other feedback methods to see what customers love about the experience and what might need a little tweaking.

Banking 370

Banking Customers Interaction Feedback 370

Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. In this article, we’ll show you how to build client relationships digitally with your SaaS customers.

Net Promoter Score 110

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 110

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Beyond Philosophy

AUGUST 20, 2022

My iPhone is getting bossy. It suggested widgets based on the time of day I was using it. This proactive experience is the future of experiences. Unfortunately, few organizations know how to build them. While the definition of proactive experience is somewhat fluid at the moment, perhaps the best way to describe it is to solve a problem before the customer knows they have one.

Definition 22

Definition Consulting Customer Retention Financial 22

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. The impact of the jump from text and voice to video, is transformative, providing context and clarity to every interaction. However, not every visual engagement provider offers the ideal solutions to your needs.

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Engagement Culture Technology Omnichannel 109

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. (CEOWORLD Magazine) Creating a positive customer experience is key to keeping your target market coming back, whether you’re operating a digital business or a brick-and-mortar storefro

Article 24

Article 2022 Customer Service Culture 24

Solvvy

AUGUST 17, 2022

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business. However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and re

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Net Promoter Score Measurement Customer Retention NPS 102

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

InMoment XI

AUGUST 30, 2022

It’s every company’s dream to have loyal, lifelong customers. In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services. To put it simply, you need to understand their entire customer experience, from beginning to end. One way to do this is through customer satisfaction surveys.

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score White Paper Effort Score 370

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.

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Customer Retention Customer Success Customer Relationship Management Loyalty 103

Beyond Philosophy

AUGUST 18, 2022

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Today, we discuss personality and try to correct imbalances placed on one type of personality over another.

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Reference Measurement Leadership Books 147

TechSee

AUGUST 17, 2022

Growth and customer loyalty have historically been product-led. The company with the newest gadgets, with the best features, or the best price were often the market share winners of their industry. Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives. Today, there is a shift in the role customer service quality plays on customer loyalty.

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Loyalty 2022 Poor Customer Service Customer Journey 109

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

ShepHyken

AUGUST 17, 2022

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

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Airlines Books Advertising Customer Service Training 141

Daniel Group

AUGUST 11, 2022

A Tale of Two Customer Feedback Responses. How do you feel about a company after they respond to you about your feedback? Heard? Appreciated? You might even feel more loyal to that company. But what about when the company ignores your feedback? It doesn’t feel so good. Unfortunately, companies often fail to respond to the feedback they asked for in the first place.

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Feedback Fashion Customers Loyalty 102

InMoment XI

AUGUST 24, 2022

There is so much more to communication than just the words we say. Take sarcasm, for instance. Sarcastic comments often rely heavily on irony, conveying the opposite meaning from the one being directly expressed. But this irony is hard to convey without the added benefit of voice inflection and bodily cues (which is why it can be so problematic when someone tries to be sarcastic in a text message or email).

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Definition Feedback Communication Social Media 370

The DiJulius Group

AUGUST 29, 2022

After years of customer service consulting, i.e., partnering with clients to help improve their customer experience and internal culture, I have recognized that there are certain qualities one must possess to be a great CX project lead and reap the rewards. On the contrary, if one doesn’t possess these characteristics, there will be struggle resulting.

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Consulting Culture Article Customer Service 107

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Marketing