InMoment XI

OCTOBER 5, 2022

Anytime you enter a retail store or dine at a restaurant, we bet you have some very definite expectations, one of which is to have a pleasant interaction with the staff. And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen. Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand.

Feedback 370

Feedback Customer Centricity NPS Definition 370

BlueOcean

OCTOBER 4, 2022

Are you ready for the customer of the future? Today’s 6 th graders —who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all while talking with friends through a PlayStation headset—are tomorrow’s customers. And it’ll happen faster than you could ever expect. That’s just one bite of insight coming out of last month’s CXOutsourcers Mindshare event in Las Vegas.

Entertainment 156

Entertainment Employee Experience 2023 Contact Center 156

Team Support

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to

Customer Expectations 126

Customer Expectations Management B2B Customer Service Representative 126

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. She created an experience for her customer.

Sales 125

Sales Customer Service 2016 2017 125

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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

OCTOBER 3, 2022

Net Promoter Score (NPS) is a simple and highly effective way to determine the happiness of your customers. This one rating — how likely are you to recommend <company> — gives you valuable business insights from the need to fix specific issues quickly, to long-term trends. But what about the NPS follow-up question? That’s where the more actionable insight comes from, because the customer is able to explain the “why” behind their rating with an open-text answer that gives you the good,

NPS 195

NPS Net Promoter Score Social Media Feedback 195

Alida

OCTOBER 6, 2022

It’s no secret that customers are capricious. However, as we navigate an era of change, it’s easy to feel like this is the most volatile period in business history.

Customers 130

Customers Customer Experience 130

Kustomer

OCTOBER 7, 2022

The modern customer’s needs are constantly evolving and expectations are getting higher and higher. Brands can’t keep up unless they are perpetually enhancing their customer service processes with efficiency tools. We realize this is easier said than done, as there are always obstacles to establishing fine-tuned customer service processes and tools, such as executive buy-in and budget.

Social Media 107

Social Media Net Promoter Score Effort Score NPS 107

Zonka Feedback

OCTOBER 6, 2022

We all want to keep our customers happy and satisfied so they do repeat business with us. And customer experience is one differentiating factor that can make or break your customer retention efforts. Customer Service Performance plays a catalyst in achieving that level of customer experience and winning over the trust and loyalty of clients.

Customer Service 98

Customer Service Customer Retention Loyalty Customers 98

Inbenta

OCTOBER 6, 2022

Key Takeaways: During the pandemic, 53% of customers have made calls/emails to the company as much as 9 times to address their concerns. Automating customer support can reduce business costs by up to 40%. 88% of customers expect businesses to have a self-service channel. “Hi there. How can I help you today? Please select the most relevant option for me to assist you with!

Social Media 98

Social Media Interaction Customer Service 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

BirdEye

OCTOBER 4, 2022

Choosing a healthcare provider requires a lot of trust from a patient. Nowadays, patients can turn to online reviews when trying to find the right doctor for them. That’s why doctor reputation management is an important part of bringing in more patients to your practice. In this blog, we’ll explain why doctor reputation management can help grow your practice.

Management 98

Management Social Media Healthcare Insurance 98

Integrity Solutions

OCTOBER 5, 2022

Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right. Most companies now recognize that customer service is much bigger than a single function that operates primarily in a reactive manner.

Culture 89

Culture Customer Service Customer Service Training Contact Center 89

Zonka Feedback

OCTOBER 1, 2022

“ Perfection is not attainable, but if we chase perfection, we catch excellence. ” - Vince Lombardi. The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market.

Feedback 96

Feedback Social Media Roadmap Net Promoter Score 96

Optimove

OCTOBER 6, 2022

How are we to know which offer is the right one to extend? How are we marketers to know which sale will win our customer’s heart? How do we do it right? Below are a few email marketing strategies that can help you win over your customers on what is possibly the most competitive day of the year for retailers. Think About Your Existing Customers First.

Events 94

Events 2021 Loyalty Retail 94

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

Beyond Philosophy

OCTOBER 1, 2022

When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form. The second part covered how memories are connected and the different types of memories we have.

Consulting 78

Consulting Presentation Financial Connections 78

SaleMove

OCTOBER 7, 2022

When callers need help finding information online, it is not always easy to direct them. Visual engagement tools bridge the gap by providing context. The post Support Callers With Enriched, Visual Context appeared first on Glia Blog | Digital Customer Service Explained.

Blog 83

Blog Engagement Information Customer Service 83

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Why You Should Properly Tag Customer Conversations. Every customer interaction is an opportunity to learn more about your customers, understand how and why they use your product, and gain insight into how to keep them longter

Interaction 87

Interaction Contact Center Customers Insights 87

Kustomer

OCTOBER 1, 2022

Sometimes it seems like the most convenient way to communicate with customers is in constant flux. As fewer people prefer to call and hope they’ll meet a human representative on the receiving line, more are happy to get a text message directly to their phone. Meanwhile, an immeasurable number of emails are still being sent and received. As our recent report on the future of customer service details, more instantaneous channels are regularly preferred by younger consumers — specifically text mess

Customer Service 77

Customer Service Customers Communication Customer Relationship Management 77

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

ShepHyken

OCTOBER 1, 2022

This week, we feature an article by Dmitry Dragilev, Founder of the keyword and SEO tools, TopicRanker.com , JustReachOut , and Chief SEO Geek. He shares how to get your customer service, sales, and marketing teams in sync. One of the most overlooked struggles for any business’s customer experience is getting every team on the same page. . I saw this at my startup JustReachOut.

Sales 69

Sales Customer Service Marketing Communication 69

Magellan Solutions

OCTOBER 3, 2022

Outbound Call Proper Etiquettes, Best Practices and More! Want to expand your customer reach ? An outbound call is a brilliant approach for firms to connect with their target audience, develop loyalty, or anticipate and meet possible client demands. Phone etiquette is one of the most crucial components of the customer experience. The phone etiquette of your representatives could be crucial for outbound call, customer retention, and engagement.

Call Center 75

Call Center Consumers Call Recording Poor Customer Service 75

Doing CX Right

OCTOBER 2, 2022

David Wachs, CEO of Handywritten, explains how to enhance and nurture customer relationships through a personalized tactic that really works for business growth and retention. The post Creating Memorable & Personalized Customer Experiences At Scale appeared first on Doing CX Right.

Customer Experience 105

Customer Experience Customer Relationships Customers 105

CSM Magazine

OCTOBER 5, 2022

Carlton Retland, Principal Solutions Engineer at Applause details how brands can successfully identify and remove barriers for new customers. Poor customer onboarding hurts your bottom line, increasing customer acquisition costs and driving down customer lifetime value. Fortunately, testing your new customer journeys provides insight into the friction points that occur during the process.

Customer Journey 64

Customer Journey Touchpoint Entertainment Hospitality 64

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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

ShepHyken

OCTOBER 4, 2022

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). He shares how customer service teams can implement lessons and best practices that organizations can learn from soccer teams and their fans.

Sports 66

Sports B2C Social Media Customer Service Representative 66

BirdEye

OCTOBER 5, 2022

When it comes to choosing a place to eat, many people rely on Google restaurant reviews to help make their decision. It’s a powerful tool that can help guests narrow down their choices by providing neutral information about a restaurant’s food and service. Because of this, it’s important that your restaurant begin to collect and generate more Google reviews to help get discovered.

Social Media 98

Social Media Feedback Management Demo 98

Brandwatch CX

OCTOBER 3, 2022

Influencer marketing is the process of marketing to individuals as opposed to your target market as a whole. Brands are using influencer marketing to expand their reach and increase the likelihood of resonating with their target audience. For example, a food brand might target influential food bloggers in a hope that they will write or Tweet about their products and promotions.

Marketing 98

Marketing Social Media 2008 Metrics 98

Zonka Feedback

OCTOBER 7, 2022

Accenture reported that artificial intelligence (AI) can potentially increase corporate profitability by an average of 38% by 2035. With this statement in mind, should you implement a strategy that helps your organization to drive better revenue with AI customer experience ?

Customer Experience 97

Customer Experience Customers 97

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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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