Kustomer

JUNE 7, 2023

The time has come for financial services organizations to move from a transactional mindset to an engaging mindset. Customers want to feel financially confident, including having trust in their financial institutions to work in their best interests, and they expect service to be streamlined and personalized. In this blog, we outline how to meet these customer expectations by creating a CX playbook, and we detail why having one is crucial in the world of financial services.

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Financial Banking Social Media Customer Satisfaction 94

Middlesex Consulting

JUNE 5, 2023

Every business has customers who buy, use, or resell the products they purchase from you. These people all have a say in whether their company will continue to buy products from you. Also, they expect how your products and your team should interact with their teams. Therefore, to grow, customer experience improvement should be integrated […] The post Customer Experience Should Be Part of Your Continuous Improvement Efforts appeared first on Middlesex Consulting.

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Customer Experience Consulting Customers Interaction 78

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. Finance understands this intuitively, so they are inclined to support budget requests that will help teams close more deals. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions.

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Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Interactions

JUNE 8, 2023

Customer service has evolved from being a mere supplementary feature offered by businesses to a vital aspect in fostering enduring relationships with consumers in the competitive market landscape. The Interactions’ survey conducted in March 2023, titled “CX and the Consumer: Pitfalls and Possibilities,” involving 1,000 US consumers, demonstrates how exceptional customer service can be utilized as a potent instrument for cultivating long-lasting connections with customers, leadi

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Customer Service Exceptional Customer Service Omnichannel 2023 62

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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

Optimove

JUNE 8, 2023

So embedded in our daily lives are omnichannel interactions with our favorite brands that we barely notice if they’re doing it properly. Seamless, smooth, and valuable interactions have become the best way to maintain a valuable two-way relationship. How? Let’s get into it. Reaching customers where you find them with relevant, valuable messaging is critical to remaining relevant and valuable.

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Omnichannel Touchpoint Competitive Advantage Consumers 52

InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement. alphabroder, an industry leader in the promotional products space, provides apparel and additional goods to promotional product distributors, athletic team dealers, and screen printers and employs thousands of associates throughout multiple fa

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Apparel Employee Experience NPS Feedback 372

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape.

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Customer Experience Customer Journey Contact Center Technology 116

MyCustomer

JUNE 8, 2023

Evelyn Hamilton discusses the ways in which customer data can streamline the customer experience of travellers, and in doing so, enhance customer loyalty.

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Travel Loyalty Customers Customer Experience 111

ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.

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Employee Experience Net Promoter Score Books NPS 100

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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

CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience. Omnichannel Customer Service. What does it mean?

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Omnichannel Customer Service E Commerce Social Media 98

Kustomer

JUNE 6, 2023

Money fuels the finance industry, but there would be none coming in without loyal clients to hand it over. Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. Trust plays a huge role in finance and banking. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company.

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Financial Customer Service Banking Customer Satisfaction 98

Bill Quiseng

JUNE 6, 2023

During the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. In this first week, I give you Principle One: Be the Customer. “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters. Did you know that FedEx delivery people never run.

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B2C Loyalty Customers B2B 88

ShepHyken

JUNE 6, 2023

Free is often an illusion. It looks free and may be advertised as free, but it’s not free. I’m not saying a company that claims something is free is lying. As consumers, we must be careful and understand the difference between what is truly free and what is perceived as free. And as businesses, we must be cautious about what we promise. Let’s use free shipping as an example.

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Workshop Advertising Customer Service Training Consumers 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

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Today my son, Matthew, who is in Minneapolis for 4 days with his family, wanted to go to Wally’s in Bloomington, Minnesota. This is one of his two favorite restaurants in the Twin Cities where I live.

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Customer Service Customer Service Training Communication Download 105

MyCustomer

JUNE 5, 2023

In his latest article on customer loyalty, John Aves of CP2 Experience outlines the bad behaviours that businesses must avoid if they want to attract and retain loyal customers.

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Loyalty Article Customers 102

Perkville

JUNE 9, 2023

Perkville's loyalty and referral platform integrates with Mariana Tek's mobile app via its 5th tab feature.

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Loyalty 98

ShepHyken

JUNE 5, 2023

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. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.

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Article Customer Service 2023 Retail 17

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

BirdEye

JUNE 8, 2023

Do you want to be found by local customers, optimize your local marketing campaigns, and improve your reputation within your l community? If the answer is yes, you should focus on local search engine optimization, or local SEO. Investing in local SEO can be highly beneficial for businesses looking to grow rapidly. But more often than not, businesses don’t have any way of knowing whether their efforts have any impact.

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Metrics Insights Information Download 98

Playvox

JUNE 6, 2023

In challenging economic times, organizations need to get creative and pragmatic with cost cutting, expenditures, and revenue generation. As “do more with less” becomes a familiar mantra, contact center leaders are challenged to convince C-suite executives, and especially chief financial officers (CFOs), that not only is it mission critical to deliver outstanding customer experiences (CX) , but that it’s also an opportune time to invest in workforce management (WFM) software.

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Contact Center Return on Investment ROI Financial 66

SAP Customer Experience

JUNE 5, 2023

Dear SAP Community! I’m back writing about some SAP CX Product Learning news! Did you know that we offer 14 different training courses and more than 20 elearnings? What if I tell you we offer currently about 25 live session where you can interact with an expert trainer? Other learning.

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Customer Experience Interaction Customers Sales 69

Kustomer

JUNE 8, 2023

Successful organizations today are those that prioritize providing excellent experiences for customers. For financial services organizations in particular, building trust with customers and providing them with human-first customer service makes a significant impact in garnering loyalty and repeated use of products and services. Anticipating customer needs begins with a customer relationship management (CRM) platform that provides a streamlined, 360-degree view of all customer transactions and in

Financial 63

Financial Omnichannel Loyalty Consumers 63

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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.

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ShepHyken

JUNE 8, 2023

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. It discusses customer experience gaps that hinder profitability and how to close them. Are you providing as good of a customer experience as you think you are? Customer experience gaps refer to the disconnect between what your customers expect from your brand and what your brand actually delivers.

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Customer Experience Financial Brands Customers 62

customer sure

JUNE 7, 2023

Earlier this year we exhibited at the Institute of Customer Service (ICS) Annual Conference, alongside a range of esteemed customer service / experience peers and experts. We had a great day, learned a lot and had many fantastic conversations. Throughout the day we spoke with lots of different companies, of different sizes and from different sectors.

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Feedback Customer Centricity Measurement Article 62

Beyond Philosophy

JUNE 8, 2023

A strange thing about corporate life is that after you get your annual spending budget approved for your department, you often still have to get approval to spend it. I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. In our recent podcast, Context is King!

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Return on Investment Presentation Customer Satisfaction ROI 78

Kustomer

JUNE 7, 2023

What Is Customer Experience? Customer experience is inclusive of any aspect of a business that affects how a customer feels. Customer experience prioritizes the relationship with the customer, regardless of length of interaction, or past or prospective purchases. Think about the last really good or really bad experience you had when interacting with a brand.

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Customer Experience E Commerce E-support 2022 59

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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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