InMoment XI

APRIL 26, 2022

Diversity and inclusion initiatives have become front and center for many organizations in recent years. It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

GetFeedback

APRIL 25, 2022

Expert guidance on how to tackle the first three months in your new CX leadership role, by Jeannie Walters.

Customer Experience 389

Customer Experience Leadership Customers Article 389

TechSee

APRIL 25, 2022

Ever wonder how the human brain can compute distance? How far away is the highway exit, when exactly to step off the escalator, the exact position of the lips you want to kiss? This essential capability is known as depth perception. When both eyes focus on an object, the difference between the visual images that each eye perceives due to its unique angle – known as retinal disparity – is the phenomenon that allows the human brain to compute depth perception.

2017 109

2017 Technology Reference Innovation 109

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.

Insurance 166

Insurance Poor Customer Service 2022 Article 166

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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

APRIL 28, 2022

Market research is seen by a lot of companies and organizations as a nice-to-have. The reality, though, is that it’s a necessity. Market research provides the mapping tools you can use to chart your business landscape, understand its various features, and more importantly, get to know the groups and audiences that populate it. . This goal is especially important within the context of experience programs, especially if you want to achieve real Experience Improvement (XI) for your customers, emplo

Marketing 370

Marketing Social Media Reference Leadership 370

Zonka Feedback

APRIL 25, 2022

66% of consumers who switched brands did so because of poor service. 85% of customer churn due to poor service was preventable. 67% of customer churn is preventable if the customer issue is resolved at the first engagement. 11% of churn can be prevented by a company by just reaching out to the customer. 65% of customer service experts say that using CX automation should be a norm.

Customer Experience 98

Customer Experience Feedback Consumers Customers 98

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. There are many reasons for this, some of which excuse government underperformance. The public sector often has to battle limited resources, changing mandates, and flip-flopping service delivery measured outcomes.

Government 96

Government Omnichannel Connections Social Media 96

InMoment XI

APRIL 26, 2022

Surveys are a way to compile data from a group of people, but they can be more than that. Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? How do they feel about your company’s social media presence? Surveys are a direct line to find out and glean valuable information about your customers and your company. .

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

Upstream Works

APRIL 28, 2022

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. Some forms of customer service are purely transactional, and chatbots are playing a growing role for that. But, it’s the person-to-person interactions that will have the greatest impact on CX and the success of your contact center.

Contact Center 78

Contact Center Call Center Technology Communication 78

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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.

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One Millimeter Mindset

APRIL 27, 2022

Today’s post compiles five ideas to catalyze you to think about the same things, differently. It is time for action. Yes, sail into uncharted waters so what is uncomfortable and unfamiliar today becomes your professional environment moving forward. Get to where you really need to go, together, one millimeter at a time. These five themes surface constantly as I research and speak with motivated colleagues and readers like you.

2022 90

2022 Blog Innovation Consulting 90

Kustomer

APRIL 25, 2022

The modern customer is one that is informed. More so than ever before, consumers are invested in making conscious purchase decisions, thoroughly researching the product, and receiving above and beyond customer service. In fact, among surveyed consumers, Kustomer found that 79% believe customer service is extremely important in deciding where to shop.

E Commerce 89

E Commerce E-support Net Promoter Score Sports 89

Totango

APRIL 25, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of choosing a platform that doesn’t allow you to create inspiring customer journeys.

Customer Journey 89

Customer Journey Customer Success Definition Blog 89

SAP Customer Experience

APRIL 28, 2022

Virtual May 18, 2022 Agenda Dear Valued Customer, We are pleased to invite you to the SAP Premium Engagement Session focusing on “Deep Transformation Insights” taking place on May 18, 2022. Please find the current agenda here. Deep Transformation Insights (DTI) is a new SAP service to support business transformation.

2022 85

2022 Insights Engagement Customers 85

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

ShepHyken

APRIL 25, 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. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. (Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey.

Article 66

Article 2022 Customer Service Loyalty Programs 66

Kustomer

APRIL 28, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Jochem van der Veer , the CEO of TheyDo , to learn more about what it means to be a journey-centric CX organization. When customers encounter too many pain points while interacting with your brand, chances are they won’t shop with you but will move on to a competitor.

Management 81

Management Customer Journey Roadmap Customer Service 81

BirdEye

APRIL 28, 2022

There’s no doubt that Google is the king of online reviews. In fact, our studies found that 71% of all reviews in 2021 were written on Google , but that doesn’t mean you should ignore the other 29%. Niche sites are a regular place for customers to leave online reviews when they are not leaving them on Google. To stay ahead, you need to make a conscious effort to get more reviews on these sites and understand which sites are most important in your industry.

2022 105

2022 Automotive Healthcare 2021 105

Beyond Philosophy

APRIL 28, 2022

On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business (B2B) organization. Their offering does not have the lowest price, and they have no plans to lower it. However, their customers keep complaining. Peter wanted to know what we thought he should do. Since price is something that can seldom be low enough, I figured some of you face the same issues, and I would share our advice here with you.

B2B 88

B2B Communication Retail Customers 88

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

APRIL 27, 2022

Is the CEO or owner the most important employee of a business? They are the people who make the big decisions and determine the vision and strategy of the company. But if not for the company’s employees, that vision and strategy would mean nothing. . Here is where I’m going with this idea. Let’s say the owner of a restaurant is also the chef. This chef prepares the most amazing meals using the highest quality ingredients, and customers are willing to pay a premium to enjoy this epicurean exper

Books 69

Books Customer Service Training Demo Customer Focused 69

Doing CX Right

APRIL 29, 2022

Rob Stewart, Business Author, and Teacher shares how to maximize staff engagement & productivity while reducing costs (turnover, recruitment, training) for sustainable business growth. The post Maximizing Agent and Employee Engagement To Deliver Customer Excellence appeared first on Doing CX Right.

Engagement 69

Engagement Customers Customer Service 69

Gainsight

APRIL 28, 2022

Let me start with a statement that might seem far-fetched: enterprise customer success organizations looking to optimize and scale as they mature can learn a lot from the best practices of Grammy-award winning R&B supergroup Silk Sonic. . Before you laugh me out of the room, “leave the door open” for the possibility that there might be some parallels between customer success and musical superstardom!

Metrics 98

Metrics Customer Centricity Customer Success Measurement 98

Zonka Feedback

APRIL 27, 2022

NPS® or Net Promoter Score® is the most important metric to measure customer loyalty and overall satisfaction with the brand. Therefore, it is important to use NPS® surveys at different touchpoints throughout the customer journey. Moreover, it is advised to conduct NPS® surveys through different channels depending on where your customers choose to interact with your business.

Net Promoter Score 98

Net Promoter Score NPS Touchpoint Metrics 98

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ShepHyken

APRIL 26, 2022

The Culture Playbook . How to Develop Workplace Culture Like a Skill. Shep Hyken interviews Daniel Coyle, New York Times bestselling author of The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed. They discuss developing your team’s culture as a skill through consistent action, practice, and reflection. Top Takeaways: Culture is not about words.

Culture 66

Culture Books Connections Communication 66

ChurnZero

APRIL 29, 2022

Revenue Operations (RevOps) has gained massive traction in the last few years, with many hailing it as a new revolution. This may leave you as a Customer Success professional wondering what part and purpose you serve in this revenue movement. With RevOps becoming the go-to route to boost operational performance, Customer Success plays a starring role in optimizing the customer lifecycle to increase revenue potential.

Connections 98

Connections Customer Success Sales Customers 98

CSM Magazine

APRIL 25, 2022

Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment. This article looks at some of the best training solutions in more detail. Mental Health Training.

Customer Service 97

Customer Service Management Customer Service Training Leadership 97

SurveyGizmo

APRIL 26, 2022

Surveys are a critical piece of any Learning Management Software (LMS). Ideally, feedback is collected from learners and inputted directed into an LMS, but occasionally learning services professional fail to adequately communicate with the people taking their training programs. Instead, learning service professionals should ask questions both about the subject topic as well as collect subjective feedback about the course experience too.

Measurement 97

Measurement Feedback Communication Engagement 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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