InMoment XI

FEBRUARY 8, 2022

The term “ customer experience (CX) program ” refers to an immensely broad concept. But at the same time, a “customer experience program” encompasses countless daily actions and processes. How do you keep track of all your efforts? And what do you need to do to keep them going? That’s where a customer experience governance foundation comes in—and more specifically, where this governance checklist we put together for you becomes the most useful.

Government 243

Government White Paper Customer Experience Reference 243

Alida

FEBRUARY 10, 2022

Customers always have stories to tell—but at first, they might not realize their feedback is a story that truly needs to be shared. To encourage them to share their thoughts, opinions, and unique perspectives, you need to turn them into storytellers.

Feedback 246

Feedback Customers Customer Experience 246

Bill Quiseng

FEBRUARY 7, 2022

Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish. They journey emotionally with “ow” and “WOW moments” The more ow or WOW, the more emotional the moment, the more memorable the experience. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.

Hotels 130

Hotels Retail Loyalty Connections 130

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Measurement 166

Measurement Customer Experience Net Promoter Score Customer Satisfaction 166

Advertisement

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

InMoment XI

FEBRUARY 10, 2022

Companies are investing heavily in artificial intelligence (AI) to save money and time—especially those in industries who have to constantly deal with regulatory compliance documents. After all, who wants to sift through endless amounts of tables and lists? Those working in legal, medical, or financial sectors are often all too familiar with this infamous struggle.

White Paper 195

White Paper Document Financial Technology 195

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. Then, we’ll walk you through three steps for creating a solid customer experience strategy.

B2B 111

B2B Customer Experience B2C Net Promoter Score 111

Steve DiGioia

FEBRUARY 7, 2022

There’s always that one employee who refuses to follow directions. It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it.

Financial 138

Financial Leadership Management Brands 138

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. This award is earned by software products and companies that provide best-in-class customer service products and experiences for their customers.

2022 98

2022 Chief Customer Officer 2021 Touchpoint 98

ShepHyken

FEBRUARY 8, 2022

An Evolutionary Moment for CX. Building a Reactive and Predictive Customer Experience. Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: Wherever customers go, something is different.

2022 92

2022 Healthcare Feedback Customer Experience Professionals 92

Advertisement

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

Maru Group

FEBRUARY 7, 2022

By Mallory Salerno, Vice-President, Business Development, Maru/Matchbox | February 7, 2022. The seamless experience of BNPL solutions has contributed to their exploding popularity. The global market continues to put extreme pressure on financial institutions to develop faster, smarter, more personalized payment solutions. However, traditional financial institutions and lenders continue to fall short by failing to provide a frictionless customer experience.

2001 89

2001 2021 Financial 2022 89

One Millimeter Mindset

FEBRUARY 9, 2022

Are you unintentionally creating self-imposed boundaries for your professional self? When do you create these? What stories do you tell yourself, denying the existence of these impediments? How do these limits make you feel secure, comfortable, and end up keeping you professionally static? Last week’s blog post focused on the importance of creating a habit of self-acknowledgment : inward affirmation.

Innovation 85

Innovation Culture Leadership Consulting 85

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. Enter ContactBabel. As a leading analyst firm for the contact center and CX industry, ContactBabel publishes the Contact Center Decision-Makers’ Guide each year, giving the industry u

Contact Center 83

Contact Center 2022 Download NPS 83

ShepHyken

FEBRUARY 9, 2022

First, I hope the word “data” doesn’t scare you off. We’re not going to discuss the typical customer data that might bore most people, although I’ll admit that I get excited and geek out about the data, stats, and facts that show trends in business. Today we’re going to talk about relationship data. . First, understand that relationship data is information you have about a customer that you can’t get by looking at a spreadsheet that includes information about all your customers.

Connections 82

Connections Customer Service Training Information Customer Service 82

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

Kustomer

FEBRUARY 10, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Christopher Stark from Khoros. We brought him on the show today because of his unique background as a leader in CX and Business Value. Tune in to the episode to learn more about increasing your company’s value through a stellar customer experience.

Metrics 79

Metrics NPS ROI Brands 79

Zeisler Consulting

FEBRUARY 9, 2022

If you follow my ramblings, you’re aware that I approach CX differently. Rather than promising higher revenue, sales, and market share (at least, rather than promising it directly ), my philosophy about Customer Experience is that it should be founded explicitly on your Brand Promise, and its goal should be eliminating the gaps that exist between your Customers’ experiences and that Brand Promise.

Brands 93

Brands Definition Metrics Innovation 93

Kate Nasser

FEBRUARY 6, 2022

These seemingly small people skills errors create big trouble. Alternatives from Kate Nasser, The People Skills Coach™, Author Leading Morale. The post Seemingly Small People Skills Errors That Create Big Trouble | #PeopleSkills appeared first on KateNasser.com.

Communication 112

Communication Leadership Customer Service Customers 112

ShepHyken

FEBRUARY 11, 2022

This week we feature an article by Devin Pickell, Growth Marketer at Privy. He shares simple but effective ways to improve your post-purchase customer experience so your customers keep coming back for more. Getting a customer to make their first purchase is not easy. Out of all the options available today, they decided to go with your brand. Maybe they read a handful of 5-star customer reviews, perhaps your product page really stuck out to them.

E Commerce 69

E Commerce Customer Experience Loyalty Programs Loyalty 69

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

delighted

FEBRUARY 7, 2022

This post is a contribution by Ganesh Mukundan , Content Marketer at Hiver. Does the future look bleak for brick and mortar stores? 2020 sure made it seem that way. The COVID-19 outbreak showed no mercy. Along with alarming health concerns worldwide, it had most retail businesses running for cover, with some of them having to bear the brunt of overnight closures.

Retail 74

Retail 2020 2019 Customer Journey Mapping 74

Zeisler Consulting

FEBRUARY 9, 2022

If you follow my ramblings, you’re aware that I approach CX differently. Rather than promising higher revenue, sales, and market share (at least, rather than promising it directly ), my philosophy about Customer Experience is that it should be founded explicitly on your Brand Promise, and its goal should be eliminating the gaps that exist between your Customers’ experiences and that Brand Promise.

Brands 93

Brands Definition Metrics Innovation 93

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures.

Customer Retention 96

Customer Retention Financial Customers Technology 96

Merkle

FEBRUARY 8, 2022

Thank you to the thought leaders who contributed to this article: Evan Nicholson, Digital Experience Practice Director, Merkle. Jen Karlson, Commerce Strategist, Merkle. Michela Baxter, Sr. Director, Promotions & Loyalty Solutions Practice Development, Merkle. Mike Adamson, Sr. Manager Experience Strategy, Merkle. Timea Szell, Sr. Manager Digital Experience Strategy, Merkle. .

2022 76

2022 Customer Experience Loyalty Article 76

Advertisement

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

CSM Magazine

FEBRUARY 7, 2022

In 2020 there were an estimated 2.83 million people working in call centers across the United States according to Statista.com. These facilities are the backbone of numerous industries’ customer service operations which rely upon these call centers and call center agents to ensure their customers are receiving the best experience possible. In an industry that employs millions and is also responsible for handling sensitive information for millions, security and efficiency are extremely impo

Call Center 98

Call Center 2020 User Experience Information 98

ChurnZero

FEBRUARY 11, 2022

6 Ways to Capitalize on the C-Suite’s Attention on Customer Success. As a customer success leader, you’re likely familiar with the struggles of gaining executive buy-in and advocating for the criticality of customer success to the larger organization. For years, customer success has fought for the attention of the C-suite and to join them in their ranks.

Customer Success 98

Customer Success Chief Customer Officer Customers Article 98

Gainsight

FEBRUARY 10, 2022

Customer success plays an integral role in the success of any organization. CS efforts impact customer acquisition, upsells, expansions, renewals, and customer advocacy. Almost every business goal outlined by your company can be improved by someone in a customer success role. Customer Success Roles. Because customer success impacts so many sections of your business, it requires a specific mix of CS professionals in order to be successful.

Customer Success 97

Customer Success Workshop Customers ROI 97

SAP Customer Experience

FEBRUARY 11, 2022

Now is your chance to influence and shape specific development topics for SAP Enable Now! The SAP Customer Engagement Initiative (CEI) enables you as an SAP customer or partner to get early insights into SAP’s product developments and directly work with the developers to define and shape future product directions.

Customer Engagement 68

Customer Engagement Engagement Insights Customers 68

Advertisement

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.

White Paper