InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. You heard me right: not one department owns the customer experience—it’s every department! I often talk about customer experience lying at the intersection of communications, operations, technology, and employees.

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Alida

OCTOBER 26, 2021

Today, we’re thrilled to announce our Fall 2021 product release. Alida brings new capabilities in customer experience (CX), employee experience (EX), product experience (PX), and brand experience (BX). New product features include AI-driven text analytics and dashboards, improvement to administrative tasks for Alida Touchpoint users, and easier integration into 100s of third-party customer systems.

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ShepHyken

OCTOBER 25, 2021

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. What Kind of CX Do Customers Really Want? by Eric Krapf. (No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots.

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TechSee

OCTOBER 27, 2021

When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support. But not all voice-based calls are considered equal. The quality of an agent-customer interaction is impacted by the customer’s ability to describe the problem accurately, the agent’s skill level in diagnosing the issue, and individual

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

InMoment XI

OCTOBER 26, 2021

Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are it’s the same story at your organization! While there’s no silver bullet for getting boardroom approval on more CX resources or program renewals, we’re going to break down three elements that can help warm the execs to your Experience Improvement (XI) initiatives.

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ShepHyken

OCTOBER 27, 2021

“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint. I briefly covered this in a recent article ( The Five Best Things to Say to an Angry or Upset Customer ), but I want to dive into the “I’m sorry” comment a little deeper. . Not long ago I called a customer support center and early in the conversation the agent said, “I’m sorry you are experiencing this problem.

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Customer Service Training Customers Customer Service Article 146

Bill Quiseng

OCTOBER 24, 2021

Several days ago, I was told that the counter person did not want to say, “How may I serve you?” “I’m not a servant,” she said. She already had an attitude that disdained servitude. To her, servitude meant slavery, having no liberty to determine one’s own way of life. Servitude is having no freedom, consigned to a lifetime of misery and boredom. Service is not servitude.

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Beyond Philosophy

OCTOBER 28, 2021

Is Customer Experience dying? Maybe it is. At the very least, Customer Experience is dying as we know it. I recently discussed whether Customer Experience is dying on LinkedIn Live with two other Customer Experience champions, Joe Pine, co-author of The Experience Economy , and Lewis Carbone, Customer Experience expert and speaker, and founder of ExpereinceEngineering.

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NICE inContact

OCTOBER 25, 2021

Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less?

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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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Kustomer

OCTOBER 28, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX pros at Kustomer – Gordana and Chad. Both have experience in service and support and are celebrating customer service week with their agents.

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Optimove

OCTOBER 28, 2021

Today, Optimove is excited about the latest addition to our robust list of exclusive partners as we announce our partnership with Criteo. This global technology company is powering the world’s marketers with trusted and impactful advertising. And, a CRM Marketing hub such as Optimove, partnering with an advertising powerhouse such as Criteo, is our way of offering brands some next-level dot-connecting.

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Heart of the Customer

OCTOBER 28, 2021

The Cynefin framework, developed more than 20 years ago by researcher and management consultant David Snowden, remains a solid context for strategic decision-making. It helps categorize business issues, enabling you to respond more effectively…and in the process, create a successful, science-based approach to improving customer loyalty. The framework defines five states: Simple (aka Obvious, Clear) […].

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FiveStars

OCTOBER 27, 2021

Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity. But, how? The post 5 Ways to Increase Customer Loyalty appeared first on Fivestars Insights.

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

BirdEye

OCTOBER 28, 2021

Online reviews are a critical element of a business’s success. Reviews show valuable social proof, create trust, and help you rank higher in search results. Help your business be chosen over your competition through online reviews. Table of contents Chapter 1: The importance of online reviews Why online reviews matter Top 10 online review statistics How online customer reviews influence sales The value of negative reviews Frequently asked questions Chapter 2: Getting started with online reviews

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ChurnZero

OCTOBER 26, 2021

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. APPEALIE has announced the winners of the 2021 SaaS Awards and ChurnZero is honored to be recognized for the fifth year in a row. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes. Winning SaaS platforms included ChurnZero, Hopin, Intercom, CallRail, and Chargify.

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Gainsight

OCTOBER 25, 2021

Constant feedback is the lifeblood pumping into every successful product delivery. And if you want to unleash a steady flow of products and features that your users love, you have to keep your finger on their pulse constantly. Product feedback loops are the ultimate tool for scanning a user’s experience, pinpointing product shortfalls, and boosting your product.

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SurveyGizmo

OCTOBER 26, 2021

Finding the right survey solution for your enterprise is as much about knowing what you want to do with surveys as understanding how to navigate your internal approval processes. Most survey solutions will help you with a simple poll of how people feel or help you build a form to find out what people want to eat. But when it comes to building complex surveys for market research, customer experience, employee experience, or more, you need a solution that is more business software than consumer.

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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

OCTOBER 27, 2021

Look up at the sky on a clear night, and you would swear there are billions of stars, but did you know only about 5,000 stars are visible to the naked eye? Visible stars are also important for your business, reviews. Luckily, unlike the universe, you are in control of the stars visible to others, and how you achieve this is by having strong visibility on review sites. .

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Advantage Communications

OCTOBER 26, 2021

Research shows that “ 93 percent of customers are likely to make repeat purchases from companies who offer excellent customer service.” There’s no doubt about it, customer service is a huge part of customer satisfaction and loyalty.

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Eptica

OCTOBER 29, 2021

Date: Friday, October 29, 2021 Author: Pauline Ashenden - Demand Generation Manager 9 reasons to embrace messaging for customer service. Published on: October 29, 2021. Author: Pauline Ashenden - Demand Generation Manager The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Using the likes of WhatsApp and Facebook Messenger for customer service is also growing – but what are the advantages, and what are the challenges?

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eGain Blogs

OCTOBER 29, 2021

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. While it is disappointing to not be able to meet our peers, colleagues, and experts in person, an online event does give us the flexibility to attend and switch between as many sessions as we like! This year’s conference theme is Impacting the Future: Knowledge Sharing in the Age of New Technologies.

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

BirdEye

OCTOBER 25, 2021

How many times have you scrolled through Instagram and looked at bucket-list-worthy images or a delicious-looking meal, or even discovered a new product? Instagram is known as a popular way to share images and videos, but it can be capable of much more. Enter Instagram payments. With roughly one billion monthly active users, Instagram belongs to the most popular social network worldwide.

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Comm100

OCTOBER 25, 2021

Amid the Covid-19 pandemic, maintaining high levels of student engagement appeared to be a losing battle for many institutions. Spring break 2020 heralded the most sudden of changes in the span of a few days, putting an end to traditional face-to-face tutoring and in-person events and activities, and heralding remote digital teaching and learning experiences.

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Engagement Social Media Communication 2020 84

ShepHyken

OCTOBER 29, 2021

Sowmya J. is a content developer and a digital media strategist at Knowmax. She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning.

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Help Scout

OCTOBER 25, 2021

Check out the companies who are delivering exceptional customer experiences in B2B, B2C, and Ecommerce.

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Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center