InMoment XI
MAY 4, 2022
We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. “Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction. Satisfaction is largely influenced by the value of services provided to customers.
CX Accelerator
MAY 25, 2022
Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.
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Alida
MAY 12, 2022
Indigo is Canada’s leading book and lifestyle retailer, offering a curated assortment of books, gifts, baby, kids, wellness, and lifestyle products that support their customers every day and at key life stages by simplifying their journey to live life on purpose. Indigo believes in real books, in living life fully and generously, in being kind to each other, and that stories—big and little—connect us.
ShepHyken
MAY 4, 2022
I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo. Of course, I thanked her and I found my seat, just a few rows from the front of the plane.
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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.
Totango
MAY 27, 2022
Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
MAY 31, 2022
A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. Each of these touchpoints influences the customer, and by analyzing customer behavior, feelings, and motivations around each touchpoint, you can begin to identify opportunities to establish more positive relationships by giving customers what they need at any given stage of their journey.
Lumoa
MAY 5, 2022
Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing. A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth.
Interactions
MAY 26, 2022
Brands shouldn’t gamble when it comes to customer experience. Just one bad experience can affect customer loyalty and your bottom line. In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. So when it comes to technology that automates CX, you should place your bets on Conversational AI for the win.
ShepHyken
MAY 27, 2022
This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Talk of productivity, and we all have got something to share.
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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.
The DiJulius Group
MAY 10, 2022
One of the key characteristics of the top customer experience brands in the world is that they are ‘Zero Risk’ to do business with. A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time. The secret to what makes these top brands Zero. Read Full Article. The post Be a Zero Risk Company with a Great Customer Loyalty Strategy: Screw Up First appeared first on The DiJulius Group.
Kayako
MAY 13, 2022
In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue.
InMoment XI
MAY 18, 2022
What Is Friction in the Customer Journey? When most folks think of friction, they probably think of middle school science class. But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Within that context, friction refers to points in the brand experience that can have a long-term impact on customers’ relationship with a business.
Totango
MAY 13, 2022
Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement. Onboarding is one of the first times your customer engages with your business.
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!
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Beyond Philosophy
MAY 25, 2022
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.
ShepHyken
MAY 3, 2022
Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information. Top Takeaways: Issue Centricity is a focus on a customer’s specific situation.
Heart of the Customer
MAY 6, 2022
We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […]. The post How to Measure CX Impact appeared first on Heart of the Customer.
Kustomer
MAY 11, 2022
Your company’s customer relationship management (CRM) platform is a goldmine of information about your customers’ needs, interests, and buyer journey, but if your support agents can’t quickly access that information when they interact with your customers, what is that information worth? Even in the age of cloud software, many companies are still asking customer service agents to manually update customer records after every support interaction.
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.
InMoment XI
MAY 10, 2022
Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand.
Totango
MAY 2, 2022
Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not thinking of customer success as a team sport. . Unlike Finance or Human Resources or IT, “customer success” is not simply a department within your organization.
Kayako
MAY 4, 2022
The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era. According to Salesforce , 84% percent of customers say the experience a company provides is as important as its products and services.
ShepHyken
MAY 18, 2022
Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. Or sometimes employees are asked the same question so many times that they get sick and tired of customers asking, and it shows in the way they respond and act.?
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
COPC
MAY 31, 2022
The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. They also merit increasing employee engagement initiatives. *COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 are the latest updates.?.
Bill Quiseng
MAY 18, 2022
Business leaders are happy because their customers are satisfied. But that’s not good enough. Customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers will leave once they find something better or less expensive. So don’t serve to sell to customers. And don’t serve to satisfy customers. Serve to delight them.
InMoment XI
MAY 3, 2022
Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high. And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers.
Call Experts
MAY 26, 2022
Have you ever wondered how call screening can increase your efficiency? You might have heard of caller-ID , but what is call screening exactly? Call screening can be an effective tool for large and small businesses. . It has become much more accessible in recent years as technology has grown, and it can be beneficial for any business with a lot of phone calls coming in.
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.
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