InMoment XI

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with. It reflects the summary of experiences at different points along the customer journey—such as considering doing business with a brand, making a purchase and becoming a customer, receiving additional services, having issues resolved, etc—and includes multiple cha

Customer Experience 370

Customer Experience Call Center Touchpoint Measurement 370

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before.

Customer Journey 128

Customer Journey Brands Contact Center Sales 128

One Millimeter Mindset

DECEMBER 7, 2022

Your job description is a great place to start building professional capabilities. Consider that these baseline requirements form the structural underpinning of a career well-planned. Consequently, your career feels less accidental than intentional. Plus, you create a participatory career where you are an active player instead of a spectator. Whether you are a young or older newbie in a new role in a new company – or not – consider what else is required of you beyond what is described for you to

Consulting 119

Consulting Innovation Leadership Presentation 119

BirdEye

DECEMBER 8, 2022

Using social media to grow your business’s presence online is a great start, but keeping up with new platforms can be challenging. There are more than a dozen types of social media with more popping up every day. If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. Not only that, you could be putting your efforts toward a dying platform while the next big thing is passing you by.

Social Media 98

Social Media Brands Entertainment Connections 98

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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.

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InMoment XI

DECEMBER 6, 2022

Earlier this year, InMoment hosted an XI Forum with two incredible speakers—both of whom run experience programs for franchisees. Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. .

Chief Customer Officer 368

Chief Customer Officer Brands NPS Customer Centricity 368

Alida

DECEMBER 8, 2022

Employee surveys can be a reliable source of insight… as long as you direct them properly and ask the right questions.

Engagement 130

Engagement Insights Employee Experience 130

BirdEye

DECEMBER 6, 2022

According to recent studies, most people spend around 2.5 hours on social media each day – and that number is only expected to increase. Social media has become a major part of our lives, and many platforms offer features that can benefit local businesses. In this article, we’ll share 11 important social media benefits that can help you start driving more customers to your business.

Social Media 97

Social Media Connections Communication Brands 97

MyCustomer

DECEMBER 6, 2022

Loyalty Controlling CX chaos in 2023.

2023 96

2023 Customer Experience Loyalty Customers 96

Comm100

DECEMBER 7, 2022

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. In the best chatbot examples, organizations save costs, improve service availability, boost efficiency, and more.

Books 90

Books Customer Satisfaction Consumers Customer Service 90

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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

ShepHyken

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . We get many different answers that include low customer satisfaction, ratings are slipping, we are great and want to stay great, and our competition is always trying to catch up to us, and we need to stay ahead.

Customer Service 88

Customer Service Customer Satisfaction Customer Service Training Customers 88

BirdEye

DECEMBER 9, 2022

If you want your business to be successful, you need to have an active presence on social media. However, managing all your social media profiles takes time and effort. You have to keep up with the latest changes to each platform, constantly generate new content ideas and post content regularly without missing a beat. That’s where a social media calendar can help.

Social Media 19

Social Media Events Article Marketing 19

delighted

DECEMBER 5, 2022

You don’t have to secure a large budget to run a strong customer experience (CX) program. Many CX platforms have robust free plans that allow you to capture feedback from your customers or employees, analyze that feedback, and put the insights into action, without spending a dime. Let’s take a look at the 4 ways to make the most out of a free survey program and capitalize on its infinite return on investment (ROI). 1.

Net Promoter Score 92

Net Promoter Score Touchpoint Feedback Return on Investment 92

Interactions

DECEMBER 9, 2022

It’s rare in a generation that you live through one seismic change in your labor model. We’re actually living through a second one. The first was the gig economy. And the second one is a work-from-anywhere model. Most companies are now a work-from-anywhere, hybrid model. Employees work from home, in the office, or some combination. With this new normal, we believe one of the most important areas that needs to be addressed is the area of compliance.

Average Handle Time 118

Average Handle Time Contact Center 2022 Banking 118

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

MyCustomer

DECEMBER 8, 2022

Engagement Meet 2022's customer experience trailblazers!

2022 87

2022 Customer Experience Customers Engagement 87

BirdEye

DECEMBER 5, 2022

Any respectable business has likely asked you to give them a like on Facebook. Facebook is still the most widely-used social media platform on earth, so any exposure your business can get there is ideal. But having your business on Facebook is just one part of the equation – you also have to be popular. And popularity on Facebook comes in the form of likes.

Social Media 97

Social Media Events Engagement Advertising 97

IntouchInsight

DECEMBER 8, 2022

Looking to make 2023 your best year yet? One of the biggest opportunities we’re seeing carry over into 2023 is channel blurring. This refers to when brands provide goods and services that aren't normally associated with their industry. While this is not a new practice, it has become increasingly popular.

2023 115

2023 Reference Brands Customer Experience Management 115

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. • Increase customer satisfaction, retention, and loyalty. • Receive invaluable customer feedback on products, services, and st

Customer Success 87

Customer Success Social Media Customer Journey Feedback 87

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

SaleMove

DECEMBER 9, 2022

For financial services it is critically important to enable customers to be able to speak to an actual person when they are having a “moment of truth.” . The post When The Wrong Idea SOUNDS Like a Great Idea appeared first on Glia Blog | Digital Customer Service Explained.

Financial 84

Financial Blog Customer Service Contact Center 84

ShepHyken

DECEMBER 5, 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. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. (Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with th

2022 77

2022 Article Customer Service Hospitality 77

Beyond Philosophy

DECEMBER 8, 2022

People tend to be less sensitive to improvement the more things improve. 9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. So, let’s look at what diminishing sensitivity today means to your experiences, the implications of it in your customer evaluations, and what you can do about it.

Hotels 78

Hotels Consulting Customers Metrics 78

SAP Customer Experience

DECEMBER 6, 2022

It’s essential to digital transformation too. If you were to host a small group brainstorming session and ask participants what words they’d use to describe a successful customer interaction and then ask what words they’d use to describe an enjoyable conversation, you’d probably get a list chopped full of synonyms.

Engagement 78

Engagement Interaction Customers Customer Experience 78

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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Zonka Feedback

DECEMBER 6, 2022

The growth of the eCommerce industry has been absolutely astounding in the last few years.

Customer Experience 97

Customer Experience Customers 97

MyCustomer

DECEMBER 6, 2022

Loyalty The stats that shook the CX world in 2022.

2022 97

2022 Loyalty 97

Thematic

DECEMBER 9, 2022

How can you stay relevant to consumers in a competitive market - especially one under the pressure of a recession? By listening to your customers. It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely!

2008 71

2008 2010 Customer Satisfaction Fashion 71

Happy or Not

DECEMBER 8, 2022

How can you encourage and enable your staff to be the driving force behind improving the customer experience? In this final chapter of our 4-part mini-series on how to convert customer feedback into business transformation, let’s focus on how to make change happen. ( P.S: if you missed parts 1-3, you can find them here: Part 1 , Part 2 , Part 3 ). To change, and to improve, you need your staff to be part of driving the change.

Customer Satisfaction 69

Customer Satisfaction Engagement Feedback Customer Retention 69

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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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