InMoment XI
JULY 20, 2022
Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience. If these topics are on your company’s radar, you can get the answers you need here!
Beyond Philosophy
JULY 16, 2022
We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast. However, today’s podcast has two pickles per podcast.
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Alida
JULY 21, 2022
Seasonal and hourly workers are notoriously hard-to-reach and harder still to retain. Learn how you can increase engagement, get more survey completes, and instill more loyalty.
ShepHyken
JULY 20, 2022
I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind.
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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.
InMoment XI
JULY 18, 2022
In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . It’s clear the customer experience is vital for any food services business, and in our decades of experience working with the world’s best brands, we’ve noticed a common challenge: food service customer experience data is often very siloed from
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kayako
JULY 22, 2022
The concept of customer perception seems obvious, it is basically the customer’s opinion of a company at any given point during their customer journey. What is not so simple is tracking and measuring all the different variables that influence customer perception. The good news is that one direct way to improve customer perception is to provide high-quality customer service.
ShepHyken
JULY 19, 2022
The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. She shares how brands can leverage brand advocacy and the knowledge of actual product users (customers) to improve customer experience.
Totango
JULY 22, 2022
When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders.
CSM Magazine
JULY 22, 2022
Reputation , the global leader in reputation experience management (RXM), today announced findings from its 2022 Property Management Reputation Report , which analyzed nearly 600,000 reviews of over 80,000 multifamily residential properties. In it, we’ve seen review volume is up 7% compared to 2021, but sentiment is down 0.2 stars. In addition, reviews about rent specifically have increased by 3.5% year over year, with sentiment dropping by 0.12 stars.
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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.
Lumoa
JULY 21, 2022
The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. . There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .
BirdEye
JULY 19, 2022
With nearly three billion active users, it’s no surprise why businesses are using Facebook to advertise their products and services. However, previous Facebook business tools worked independently from each other which made them hard to maintain. Facebook Business Manager was created to help page owners manage all their marketing tools in one place, giving them more time to focus on growing and developing their business.
Kustomer
JULY 18, 2022
The benefits of upgraded customer relationship management (CRM) software are immeasurable. The time, money and effort saved for both agents and customers is notable. With 72% of consumers expecting their problems to be solved instantly upon contacting customer service, you need a CRM that can keep pace with increasingly complex consumer preferences.
QuestionPro Audience
JULY 21, 2022
Implementing an insight community has recently become the most widely used research method. There is a change in how organizations analyze research data and stay on over these changes. It is necessary to be collecting information on an ongoing basis rather than just once. Companies are beginning to realize the importance of leveraging the social behaviors of their customers.
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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SaleMove
JULY 22, 2022
Glia’s AI-powered banking chatbot offers much-needed relief to call centers, freeing up agent time to focus on personal, high value conversations. The post How AI-Powered Virtual Assistants Can Improve Employee Retention appeared first on Glia Blog | Digital Customer Service Explained.
Feedbackly
JULY 21, 2022
Customer loyalty is a marker of a good customer experience. A loyal customer implies a happy customer. A report on CX trends by InMoment.
ShepHyken
JULY 22, 2022
This week we feature an article by Andrian Valeanu, Founder & Editor-in-chief of Design Modo , a company that helps brands create websites and email newsletters so they can focus on running their business. He shares how a website’s status page can help keep customers informed and improve their overall experience with a brand. Did you know that the average manufacturer experiences more than 15 hours of downtime per week, whereas small websites and services are out of the game from five
Doing CX Right
JULY 17, 2022
Larry Levine, Best-Selling Author of "Selling From The Heart," explains new effective ways to approach buyers and increase sales with an unbeatable competitive edge. Hint: Success starts within, not out. It's about YOU. The post Building Trust And Selling From The Heart appeared first on Doing CX Right.
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.
CSM Magazine
JULY 22, 2022
Mark Wilding, Vice President of Global Customer Transformation at ServiceMax, steps into the future and predicts how advances in technology will enable a new era of service delivery. A few years ago, I heard Kevin Ashton speak at a conference. In addition to being the ‘father of the Internet of Things’, he’s also a futurologist. Among other things, he predicted we will discover extra-terrestrial life in this century – not necessarily little green men, but perhaps bacteria.
Playvox
JULY 18, 2022
Contact center agent attrition can be as high as 38% — and it’s not hard to understand why. An agent’s work is frequently monotonous, stressful — thanks to angry customers taking out their frustrations on agents — and overwhelming with too many interactions to handle. It can be a thankless, unappealing job, pushing employees to leave or causing potential employees to avoid applying for contact center jobs altogether.
Interactions
JULY 22, 2022
In 2020, contact centers were hit hard by the pandemic. Between moving agents to work from home environments, to unpredictable volumes, to navigating a more digital customer base, companies felt the pressure. The ones that struggled the most didn’t have technology in place that supported an evolving business. With the talks of a recession looming around us, there’s no better time for companies to future-proof their contact center for whatever may come our way this year (and beyond). .
ChurnZero
JULY 22, 2022
Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. As Donna Weber , the world’s leading expert in customer onboarding, knows, onboarding is about more than completing product training and filling out checklists. “It’s about transforming your customer’s business and delivering value, so you make their life better,” says Donna.
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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.
Totango
JULY 19, 2022
Ready for a controversial statement? You don’t need your CRM. Yeah, we said it. Sure, there is a place for customer relationship management (CRM) technology to help sell products, but if you’re looking to provide truly valuable experiences that will build and grow profitable customer relationships – especially during an economic downturn – then you don’t need a CRM; you need advanced, agile, composable customer success technology. .
MyCustomer
JULY 20, 2022
Engagement What are the challenges impeding CX improvements?
Playvox
JULY 20, 2022
It’s July, which means it’s half time of 2022. With two quarters down and two quarters to go, I think it’s safe to say that at some point this year, we’ve all felt uncertain about something, given the many challenges this past year has provided. At the start of the year, most contact center leaders were scrambling to find talent and whenever I spoke with folks in the industry, it seemed like everyone talked about the “war for talent” and “the great resignation.
CSM Magazine
JULY 21, 2022
In almost every job that exists, there is a customer or client component to consider. Depending on the specific job or career, you may have little to extensive direct contact with those customers. For those who have interacted and engaged with customers extensively, valuable experience is gained and can be used to further advance in your career. When it comes to customer experience, one might consider it a form of art.
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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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