GetFeedback

FEBRUARY 16, 2022

The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.

Customer Service 363

Customer Service 2022 Customers Customer Experience 363

InMoment XI

FEBRUARY 15, 2022

In 2022, modern retailers will face many challenges as the industry continues to recover from the global pandemic. During the unpredictable lockdown, retail brands were forced to transform their in-person experiences to digital ones. And now, according to our most recent EX & CX Retail Trends research, both customers and employees expect a blended experience.

Retail 195

Retail Consumers Social Media 2022 195

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once agai

2022 286

2022 Customer Experience Chief Customer Officer Books 286

BlueOcean

FEBRUARY 17, 2022

In the current landscape of customer service , brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. But what about when crisis hits? If the pandemic has taught us anything it’s that reliability and consistency matter and the best way to ensure that your foundation remains solid when the unexpected happens is to invest

Contact Center 156

Contact Center Customer Care 2020 Measurement 156

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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

Alida

FEBRUARY 15, 2022

Every business wants loyal customers. As it’s less costly to keep existing customers than to acquire new ones, increasing the value of your existing customers is a great way to drive growth and maintain profit margins.

Loyalty 130

Loyalty Customers Customer Experience 130

GetFeedback

FEBRUARY 16, 2022

A recap of customer experience experts Shep Hyken and Dan Gingiss’ session at the 2nd Annual CX Impact Summit.

Customer Experience 195

Customer Experience Customers Article 195

ShepHyken

FEBRUARY 16, 2022

It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. . For example, when you go to Best Buy and are looking for a new TV, you’ll find there are so many to choose from. Even when they have them all hanging on a wall, turned on so you can compare the quality of the pictures, it’s still confusing as to why one would be so mu

Customer Service Training 135

Customer Service Training Customers Information Loyalty 135

Alida

FEBRUARY 17, 2022

Word-of-mouth remains an integral part of attracting customers and increasing sales. In fact, 83% of customers say they trust brands that are recommended by someone they know, such as a friend, family member, or colleague.

NPS 130

NPS Sales Brands Customers 130

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones?

B2B 105

B2B Sales 2022 Customers 105

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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

Kustomer

FEBRUARY 15, 2022

Today I’m pleased to announce our mission to reimagine customer service for consumers has become even stronger — we are officially part of Meta! A World of Change. The Kustomer journey began back in 2015 when the world was a very different place. Since then, almost every aspect of the way we shop, sell, and connect has been transformed. Direct-to-consumer (DTC) businesses and digital-first brands are thriving.

Customer Service 111

Customer Service 2015 Healthcare Customer Retention 111

ShepHyken

FEBRUARY 14, 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. Are You Asking the Right Customer Experience Questions? by Janelle Estes. (CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings.

Article 125

Article 2022 Customer Service Customer Service Training 125

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Excellent customer service is hard to come by. It’s rare and elusive because it’s not something that “just happens.” It has to be cultivated.

Contact Center 98

Contact Center Customer Service Social Media Call Center 98

Team Support

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones?

B2B 98

B2B Sales 2022 Customers 98

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

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Arguably, in 2021 the industry experienced a seismic shift. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

Customer Service 98

Customer Service 2016 2022 Brands 98

The DiJulius Group

FEBRUARY 15, 2022

“We are at our best when creating enduring relationships and personal connections. When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers—even if it is just for a few moments. It’s really about human connection.” —Howard Schultz, Starbucks Carpe Momento — “Seize the Moment.” There’s no better motto. Read Full Article.

Customer Experience 103

Customer Experience Connections Article Customers 103

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. Published on: February 14, 2022. Author: Pauline Ashenden - Demand Generation Manager The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind.

Customer Experience 133

Customer Experience 2022 Blog Customers 133

TechSee

FEBRUARY 14, 2022

The next generation of wireless technology – 5G – promises to impact our lives by delivering a network that is 100 times faster than smartphone cellular connections and ten times faster than the speediest home broadband service. But beyond speed, the evolution to 5G technology is expected to provide the reliable infrastructure necessary for a wider range of critical apps such as healthcare and the IoT.

Technology 109

Technology Wireless 2030 2025 109

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

Kapta Customer Success

FEBRUARY 14, 2022

It’s a key account manager’s worst nightmare: One day, out of nowhere, you lose a major customer. Sometimes it’s completely outside of your control. But most of the time, if it seems like it’s coming “out of nowhere,” chances are you weren’t watching closely enough—or you weren’t looking at the right indicators.

Customers 98

Customers Voice of Customer Customer Engagement Engagement 98

Blueshift

FEBRUARY 16, 2022

Subscriber engagement data is crucial, not only in overall strategy for email marketing, but also for deliverability specifically. Your email list should be clean and segmented out by subscriber engagement that includes your most active data. The post Understanding Segments in Blueshift appeared first on Blueshift.

Engagement 98

Engagement Marketing Customer Experience Customers 98

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers. This is a leading reason why there’s a growing gap between the service that customers expect and what contact centers are able to deliver.

Contact Center 78

Contact Center Omnichannel Social Media 2022 78

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business. In the end, training is for a job. And the job of employees is to serve to satisfy the customer.

Customer Service Training 78

Customer Service Training Customer Service Loyalty Customers 78

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

Kustomer

FEBRUARY 17, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with author Daniel Rodriguez to learn about customer neglect and why it’s such a big issue in the modern CX era. As customer demands change, companies need to stay up to date and ready and able to serve their customers at a moment’s notice.

Books 88

Books Social Media Metrics NPS 88

Totango

FEBRUARY 14, 2022

Do you know your love language ? According to Dr. Gary Chapman, every person has a primary love language in which they need to be spoken to in order to feel cared for and loved. The five love languages include: Receiving Gifts. Quality Time. Words of Affirmation. Physical Touch. Acts of Service. While Dr. Chapman’s original research on this topic was intended for use in romantic relationships, it has since been expanded to apply to any type of relationship – including between an organization and

Customer Success 88

Customer Success Events Social Media Webinar 88

Comm100

FEBRUARY 17, 2022

Today’s customer service expectations are at an all-time high, and many organizations are failing to meet the demand. New data outlined in a report by Acquia shows a massive disconnect between organizations and consumers. Only 10% of customers say that most brands are meeting their expectations for a “good experience”. However, 82% of marketers believe that they are meeting customer expectations.

Brands 83

Brands Customer Service Omnichannel Consumers 83

ShepHyken

FEBRUARY 15, 2022

Experience Leadership. What it Takes to Deliver Great Experiences at All Levels. Shep Hyken interviews Adrian Swinscoe, CX thought leader, Forbes contributor, speaker, and best-selling author of Punk CX and Punk XL.?They discuss what experience leadership means to the individual, the team, the organization, the customers, and beyond. Top Takeaways: It’s no longer sufficient just to talk about customer experience in isolation.

Leadership 82

Leadership Feedback Books Customer Service 82

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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