InMoment XI

AUGUST 24, 2022

There is so much more to communication than just the words we say. Take sarcasm, for instance. Sarcastic comments often rely heavily on irony, conveying the opposite meaning from the one being directly expressed. But this irony is hard to convey without the added benefit of voice inflection and bodily cues (which is why it can be so problematic when someone tries to be sarcastic in a text message or email).

Definition 370

Definition Feedback Communication Social Media 370

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. You can get by without paying attention to NPS, but you will thrive when using it as a growth north star. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. The higher your NPS, the higher the chance that your customers will turn into active Promoters and enthusiastic advocates for your products.

Net Promoter Score 148

Net Promoter Score NPS Measurement Customer Satisfaction 148

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? Here are a few possible reasons: . The product does what it is supposed to do. . They have great customer service. . They provide a great overall customer experience. . You like the employees. . The salesperson is knowledgeable and helpful. .

2022 142

2022 Customer Service Training Customers Customer Service 142

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InMoment XI

AUGUST 22, 2022

It turns out that your greatest asset in your efforts to create an excellent customer experience (CX) can actually be one of your greatest costs. What are we talking about? Your employees, of course! And, more specifically, employee churn. Employees make or break the customer experience, and if they are not satisfied in their position, they can cost you money by negatively impacting customer experiences—or by packing up their bags and going elsewhere.

Employee Experience 195

Employee Experience Call Center Engagement Sales 195

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

ShepHyken

AUGUST 23, 2022

The Value of Emotional Attachment in the Customer Experience. Don’t Overlook the Value of Emotions . Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares how emotions and customer relationships affect buying decisions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company.

Consulting 129

Consulting Advertising Loyalty Connections 129

Beyond Philosophy

AUGUST 20, 2022

My iPhone is getting bossy. It suggested widgets based on the time of day I was using it. This proactive experience is the future of experiences. Unfortunately, few organizations know how to build them. While the definition of proactive experience is somewhat fluid at the moment, perhaps the best way to describe it is to solve a problem before the customer knows they have one.

Definition 22

Definition Consulting Customer Retention Financial 22

One Millimeter Mindset

AUGUST 24, 2022

Initially, there’s a high probability you will lose your balance when learning to ride a 2-wheel bicycle. Also, there’s a high probability that you will fall off the bike and land on the pavement. Ouch. So, what will you do next? Right now, many of you parent, teach, or coach young people doing life events for the first time: learning to ride bicycles, play sports, attend kindergarten.

Presentation 100

Presentation Sports Leadership Innovation 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

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy.

Customer Engagement 100

Customer Engagement Engagement Net Promoter Score Metrics 100

Team Support

AUGUST 25, 2022

Rome wasn’t built in a day – and it didn’t fall in one either. Come the 4th and 5th centuries, the leaders neglected the needs of their various peoples, and oftentimes, as in the case of Majorian , they seemed outright surprised at the unpopularity of some measures. Could Majorian have used a 360-degree view of his Roman subjects (read: customers)? Could the collapse of the Roman Empire ( the Western one ) have been prevented if the imperial bureaucracy was able to track their health and success

NPS 98

NPS Metrics Social Media Customer Relationships 98

BirdEye

AUGUST 23, 2022

According to the National Retail Federation, 83% of consumers say convenience is an important part of the shopping experience. A big part of that convenience has to do with easy payment options. This is why credit card processing for small businesses is so important. However, choosing a provider that best fits your business needs can be challenging.

Banking 98

Banking Loyalty Sales Technology 98

Kustomer

AUGUST 26, 2022

Podcasts are no longer just a nice addition to your content and marketing strategy — they’re a necessity. As of last year, there were 850,000 active podcasts with over 48 million total episodes in all of 2021, a 20% increase from 2020. Podcasts offer listeners the flexibility to tune in and learn about a wide array of subjects, on-demand from anywhere, at any time.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95

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

Alida

AUGUST 23, 2022

Customer centricity is now the ultimate “must have” for business empowerment that is assured to drive organizations to success.

Customer Centricity 130

Customer Centricity Innovation Brands Customers 130

Solvvy

AUGUST 22, 2022

As customer expectations increase, implementing artificial intelligence (AI) customer service is becoming more important to business growth strategies. . Customer service is often the face of your company. Your team must embody everything you want your customers to know about your brand, from expertise and quality to how much you care about your customers and want to make your products or services easy for them to use. .

Customer Service 89

Customer Service Innovation E-support Net Promoter Score 89

BirdEye

AUGUST 26, 2022

Beyond making the sale, car dealerships need to pay close attention to their reviews and ratings. When car shopping, potential customers are more likely to consult online reviews before making any purchasing decision. This is especially true when it comes to high-end car purchases. Car dealer reviews and ratings provide customers with important information about the buying experience before they even step foot on the lot.

Automotive 98

Automotive 2022 2011 Advertising 98

SAP Customer Experience

AUGUST 25, 2022

Are you keen to meet leading CX customers, partners and product managers F2F and exchange on latest SAP CX specific topics and solutions? Then this is exactly made for you: Our German-speaking SAP User Group DSAG is going to host the “DSAG SAP CX Thementage 2022” in St. Leon Rot.

2022 86

2022 Management Customers Sales 86

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

Playvox

AUGUST 25, 2022

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. Unfortunately, it doesn’t always play out that way.

Management 85

Management Contact Center Average Handle Time Healthcare 85

ClientSuccess

AUGUST 23, 2022

As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), you know exactly how rapidly things change and how quickly new metrics pop up on the scene. Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more.

Effort Score 79

Effort Score Metrics Webinar Leadership 79

BirdEye

AUGUST 25, 2022

The average cost for home maintenance is between $2000 and $2500 per year – and that number is rising. For customers, it’s worth the time to research home services providers that are affordable and do great work. If you own a home services business, it’s important you’re visible on popular search engines like Google and Bing. With a home services marketing strategy, you can attract new customers and start to grow your business.

Marketing 98

Marketing Social Media Advertising Magazine 98

Kustomer

AUGUST 24, 2022

During the early days of the pandemic, the digitization of customer interactions accelerated by three to four years, with three times as many companies saying 80% of their customer interactions were now digital in nature. And this speed of change shows no signs of slowing. The way we communicate with brands is changing, and businesses must prepare now for the future.

Communication 78

Communication Average Handle Time 2025 Consumers 78

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Customers

ShepHyken

AUGUST 26, 2022

This week, we feature an article by Rupert Jones, a financial independence expert who believes in the power of networking. He shares what a tip jar can tell you about your customer’s experience. In many ways, a tip jar is a microcosm of the customer experience. Just as the quality of the experience can vary widely from one business to the next, so can the tip jar’s contents.

Customer Experience 77

Customer Experience Customer Satisfaction Entertainment Article 77

Doing CX Right

AUGUST 26, 2022

Catherine Sugarbroad, Chief Revenue Officer and Founder of sWorks.io, and Stacy Sherman discuss the meaning of equality in and out of the workplace, and why advancing women's leadership impact retention and customer experiences. The post Leadership Advice And Why Equality Matters appeared first on Doing CX Right.

Leadership 98

Leadership Customer Experience Customers 98

BirdEye

AUGUST 24, 2022

With so many customers shopping online today, it’s no surprise that there are many methods of paying online to choose from. As shopping moves further into the digital age, we prefer payment methods that are faster and more convenient. So, if your business isn’t providing popular payment methods online, you could be losing customers to the competitors that are integrating them into their websites.

Banking 98

Banking Information Reference Connections 98

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. From a market research perspective, this approach makes sense—it’s statistically accurate, high-level, and shows trending data. However, many customers today often feel less than satisfied with this “open-loop system.” They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up.

Feedback 71

Feedback Net Promoter Score Customer Journey Customer Satisfaction 71

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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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