InMoment XI

NOVEMBER 16, 2021

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you. How Do I Increase Survey Response Rates?

Automotive 370

Automotive Hotels Social Media Events 370

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. But there’s a serious challenge in many organizations.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

Bill Quiseng

NOVEMBER 13, 2021

A while back, I wrote an article entitled “Great Service is Great Theater”. Today I want to offer another article about the very same subject, an encore performance so to say. So, here it is: There are some who say that they, as customer service professionals, have been trained to act the part to be happy to serve. They believe they are acting. They claim they can never “be the part” to be happy to serve.

Article 183

Article Customer Service Connections Interaction 183

ShepHyken

NOVEMBER 17, 2021

Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you be willing to call for a reservation, wait on hold, pull out your credit card to verbally give your payment information, and stand in line at the ticket counter to check in on the day of departure?

Fashion 133

Fashion Interaction Airlines Customer Service Training 133

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InMoment XI

NOVEMBER 18, 2021

The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. One of the many products of lingering COVID uncertainty, the supply chain crisis has resulted in steeper prices, logistics chaos, and a markedly lower supply of everything from video game consoles to garden furniture. Today’s discussion covers three factors brands should be aware of as they consider supply chain issues within the context of customer experience (CX). 3 Supply Cha

Customer Experience 362

Customer Experience Document Brands Customers 362

Blueshift

NOVEMBER 19, 2021

These days, marketers are overwhelmed, and for good reason. With customer expectations evolving and the market constantly shifting — such as the death of third-party cookies and the release of Apple’s iOS 15 updates — it’s becoming more and more necessary for marketers to adapt their strategies. The post 3 Key Strategies for Engaging Your Customers appeared first on Blueshift.

Engagement 121

Engagement Customer Expectations Customers Marketing 121

TechSee

NOVEMBER 16, 2021

The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible. On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery. On the other hand, 62% of customers still expect their issues to be repaired as quickly as ever.

Technology 109

Technology Download Interaction Engagement 109

BirdEye

NOVEMBER 19, 2021

“If you want a similar look just boil a pot of water at home.” This was an actual 1-star review describing the geysers at Yellowstone National Park. While all industries strive for 5-star reviews, even the most well-known, and reputable businesses are prone to less than 5-star reviews. So why do people write reviews and what is the meaning of stars in reviews?

Books 98

Books Feedback Social Media Insights 98

CSM Magazine

NOVEMBER 19, 2021

Daniel Fallmann, Founder & CEO of Mindbreeze explains how artificial intelligence can be utilized to provide a holistic view of customers and help identify potential problems ahead of time. In the world today, time is everything. Everybody is looking to save time and use it productively. With customer service, this is no different. Customers want to get help fast, and if your company fails to provide it, you risk losing their business.

Customer Service 98

Customer Service 2005 Customer Service Representative Customers 98

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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

ProProfs Chat

NOVEMBER 19, 2021

At some point in time, we all have answered a poll – Whether it was a question about our ideal election candidate or our favorite beverage brand. We love when somebody cares about our opinions. . And just like online surveys, poll questions are also a great way to gauge public opinion on a specific topic. A poll is nothing but a mini-survey having one or two questions that help you connect with your audience for on-the-spot feedback.

Engagement 98

Engagement Sports Net Promoter Score Webinar 98

ChurnZero

NOVEMBER 16, 2021

Every six months, I begrudgingly visit the dentist. I sit under the fluorescent lights in the waiting room ruminating over my neglected resolution to floss each night and the impending pain I will soon endure. And although we only see each other twice a year, through the poking and prodding, my dentist always peppers me with questions. She asks how my dog Lucy is doing after her scuffle with a fierce Chihuahua, or if I ended up trying that new Thai restaurant I mentioned at my last appointment.

Customers 97

Customers Connections Customer Relationships Webinar 97

Stella Connect

NOVEMBER 16, 2021

With almost 30 years in the customer experience profession, Annette Franz, CCXP is founder and CEO of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).

2021 100

2021 Definition Culture Employee Experience 100

ShepHyken

NOVEMBER 19, 2021

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares his quick tips for keeping your customers informed through email and SMS to level up their buying experience. . The holiday season is fast approaching, and you’re an online merchant expecting a large volume of orders to come through soon. That’s great news! But while you’re fulfilling orders, it’s imperative that you keep your customers in the loop on channels like email and SMS.

Communication 93

Communication Article Brands Touchpoint 93

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

ProProfs Chat

NOVEMBER 15, 2021

Entrepreneurs wishing to scale their business often fall prey to expensive consultants and time-consuming PR experts. The result? A few of them experience positive outcomes while others don’t. What if I tell you that you could achieve the same by sending out business surveys questions while spending negligible time and money. . Yes! You heard that right.

Effort Score 96

Effort Score NPS Net Promoter Score Customer Satisfaction 96

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department. Automating and streamlining your customer experience will bring considerable benefits to your organization.

Contact Center 98

Contact Center Technology Average Handle Time Call Center 98

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. I’ve never been a green thumb, and I wanted to change that. I started researching easy ways to keep my plants alive with as little maintenance as possible. I ended up learning (from the Tikitytok) about a plant medium called LECA (lightweight expanded clay aggregate). The clay pebbles absorb the water, and the plant roots essentially feed themselves when they’re thirsty.

Webinar 98

Webinar Customers Customer Journey Engagement 98

SurveyGizmo

NOVEMBER 16, 2021

Integrating Feedback into Slack for Immediate Notifications. By Michael Cordeiro. Time and tide wait for no one, but what about your data? When does it become valuable and actionable when making decisions? Really, it’s the moment it is collected, but how do we turn that value into operational gold? As stakeholders ramp up their data collection, it’s important to put that information to work rapidly, and with a heavy-hitting list of integrations for Alchemer, it’s as simple as ever!

Net Promoter Score 98

Net Promoter Score NPS Feedback Document 98

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

ProProfs Chat

NOVEMBER 15, 2021

While searching for the best survey tools, you might have bumped into Typeform. It is one of the leading survey software used across marketing, HR, customer success, education, and various other industries. . Even though Typeform offers multiple advantages, it isn’t the right fit for all business needs. That’s why more and more businesses today are looking for Typeform alternatives that are easy on the pocket and offer the best-in-class features.

Download 98

Download Feedback Brands Insights 98

Optimove

NOVEMBER 19, 2021

Not since Bingo was invented in 1929 has the game been more popular than it is today. This is due to the explosion of online Bingo websites and mobile apps that allow players to experience the excitement of the game together with other Bingo lovers around the world, anywhere, anytime. It is estimated there are now more than 100 million online bingo players worldwide (!

Engagement 97

Engagement Communication Insights Presentation 97

Kustomer

NOVEMBER 18, 2021

The pandemic amplified the need for speed in customer service. According to Kustomer’s research , 85% of consumers expect customer service to be faster, and 90% expect it to be easier. According to Forrester, 69% of consumers say they shop more with businesses whose online and offline customer service is consistent. This means that brands must find fast, efficient, and scalable ways to deliver personalized support that mirrors in-store support experiences, while minimizing costs associated with

Interaction 97

Interaction Customer Centricity Brands Consumers 97

One Millimeter Mindset

NOVEMBER 17, 2021

Are you continuing to do business with business owners who make you feel like disposable clients? Over the past month, I ceased doing business with three of my long-term vendors. Yes, I completely walked away from these relationships. There was no other choice to make. As a business strategist, I somehow felt responsible for not “fixing” what I found was deteriorating in their business, service quality, and operational models.

Leadership 91

Leadership Workshop Innovation Reference 91

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Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. This allows you to leverage all your data by integrating it into your customer success strategy.

Customer Success 114

Customer Success Social Media Customer Relationship Management Customer Journey 114

Comm100

NOVEMBER 18, 2021

Unless you’re living under a rock, you’ll have heard of, and likely used live chat. You have probably interacted with chatbots too, knowingly or unknowingly. In both cases, students definitely have. Today’s students are digital nomads. Technology doesn’t only come easy to them – it’s where they want to interact. If colleges and universities want to improve student engagement and retention, they need to be where they are – online.

Events 81

Events 2019 Engagement Connections 81

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. Randall’s key to this is continuous learning and adjusting throughout the entire lifespan of the company. Tune in to the full podcast to learn more.

Customer Experience 86

Customer Experience Customers Multi-Channel Management 86

ShepHyken

NOVEMBER 15, 2021

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. Lego Customers Lose Millions of Pieces a Year. The Company’s 4-Word Response Is the Best I’ve Ever Seen by Jason Aten.

Article 81

Article 2021 Customer Service Metrics 81

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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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