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This article was originally published on CustomerThink. Santa Claus (with the help of Mrs. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior.
It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. And some swearing they’ll never return. Customers were able to pick out their produce again at the grocery store.
At Alida Activate 2021, industry leaders around the world gathered to share the latest and greatest in customer experience (CX) best practices, thought leadership, and more. One of the most impactful sessions was with Maxie Schmidt, VP and Principal Analyst at Forrester breaking down the best approach to implementing a successful CX program.
Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. You can read more about Karen at the end of her post.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
As the year comes to a close, we hope you find yourself working towards a very restful, well-deserved holiday season. But don’t set that “out of office” notification quite yet. Before you unplug and spend time with the people you care about, let’s look back on some of the most important contact center topics from 2021. Below you’ll find five of our very favourite articles from the Blue Ocean blog—we hope you find them useful!
The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” . The word skimpflation was introduced recently on NPR’s Planet Money podcast. I’ve already written several articles about this ugly word, and I thought it was time to introduce it here.
The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” . The word skimpflation was introduced recently on NPR’s Planet Money podcast. I’ve already written several articles about this ugly word, and I thought it was time to introduce it here.
After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars.
Technology is often seen by marketing as a disruptor of business as usual, but it isn’t. Technology is in fact an enabler, at least when used properly and appropriately. So what is disrupting business as usual? It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years
The best decisions are made with customers, not for them. But this isn’t always easy. During Alida Activate—Fall ‘21 , however, we got to hear from two pioneers in this area who showed us that type of transformation is entirely possible.
It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?” You don’t want their answer to be, “Well, all I learned was what will get me fired.” While that information is important, consider the overall message you are giving new empl
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.
If you have a pet, it’s likely that you have become a “Pet Parent.” Your pet is a member of your family, and you seek out the best of everything for them. Most important, you want smart, knowledgeable people guiding you to the right food and equipment. And when your little one is out of sorts, you want whomever you reach out to for help to care as much as you do.
One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client. There was a longer than usual line, and some of the customers were becoming frustrated. Apparently, the internet was down so they couldn’t ring up sales.
In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services. About InMoment’s Market Research and Data Analytics Approach.
In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. There are many new ideas, initiatives, and technologies flooding the market that aim to help the industry address its myriad challenges.
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.
Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Here we’ll look at the concept of milestone messaging and how it applies to key stages in your customer lifecycle.
Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. They also have more options at their fingertips. To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end
As we look out over the horizon of 2022, one thing is clear — we can only move forward. We won’t just dust off old habits, even for workers who finally return to the office. As individuals, our mindset, our needs and our priorities have shifted. And companies in technology, financial services, logistics, and [.]. The post 6 fintech and technology trends that will redefine CX in 2022 appeared first on Beyond the Arc.
This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50
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!
In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. And whether we’re making a change to the website, opening a new store, or debuting a new product, that prediction will either be right or wrong. When we’re wrong, or surprised, it can be easy to feel like we have failed.
The future of customer service is here, and brands that prioritize collecting customer feedback to improve customer satisfaction and put winning strategies in place to deliver an excellent customer experience stand to strengthen existing customer loyalty, attract new customers through positive word of mouth, and gain an advantage over the competition. .
In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space. Live chat software connects businesses with their customers, drives revenue and growth, and provides a universally better experience that drives customer satisfaction. Given the continuous, digital transformation of the business world, the ongoing absence of live chat software only creates a void.
The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. According to one Gallup poll , nearly 50 percent of America’s working population was actively job searching or monitoring job opportunities this past summer. Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job.
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.
In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. As we look ahead, 2022 promises, even more changes for the financial services industry. To help cut through the noise, we’ve looked at emerging data and expert opinions to predict the CX trends that we expect to see in 2022 for financial services. 1.
Karen Hertzberg is the Senior Content Marketing Specialist at Siege Media. She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . It’s no secret that customer service is a critical component of any successful company’s strategy.
Every holiday season, we at team InMoment like to look back and reflect on what we’ve learned about employee and customer Experience Improvement, and then put those top learnings into a “cheat sheet” of sorts for our readers. And let’s be honest, that refresher is exactly what we all need after the holiday break. So, are you looking for some inspiration to start your experience mindset off on the right foot in 2022?
Back in 2003 Apple launched iTunes, The Lord of the Rings: The Return of the King became the highest-grossing film of the year, and according to the National Center for Health Statistics 95% of households had a landline. How times have changed. Today, according to Statistica, only 37% of American households are still using landline phones. The mobile phone is the communication device of choice, and texting has become people’s preferred mode of communication.
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
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