InMoment XI

JUNE 7, 2022

Many organizations are drowning in pools of untapped social data. Why? Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play.

Insights 369

Insights Social Media Return on Investment Travel 369

TechSee

JUNE 9, 2022

Providing a digital, omnichannel customer experience is a clear imperative. Allowing customers the flexibility to digitally self-serve can dramatically increase customer satisfaction, and lower your operating costs. Gartner reports that self-service costs around $0.10 per contact compared to live channels which cost an average of $8.01 per contact. However, current technology solutions are not meeting demand.

Omnichannel 146

Omnichannel Customer Experience Contact Center Social Media 146

Upstream Works

JUNE 9, 2022

By: Rob McDougall, CEO, Upstream Works Software. I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

ShepHyken

JUNE 8, 2022

I don’t know if it’s true, but it doesn’t matter. This is a great story with a great lesson. . Michelangelo was standing on his scaffold as he worked on painting a tiny leaf on the ceiling of the Sistine Chapel. A colleague looked up from far below and shouted, “Why are you so concerned about painting that little leaf? Nobody from this distance will ever know.” .

Customer Confidence 132

Customer Confidence Customer Service Training Customer Service Customer Focused 132

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InMoment XI

JUNE 7, 2022

Surveys are one of the most direct and effective means of gathering insights. They provide what many customers crave most: an easy-to-access platform they can use to voice their thoughts and opinions about a brand. To make this process as efficient as possible (and to make it simpler for companies to source different kinds of feedback), several types of surveys have emerged over the years that make it easy to focus on customers’ opinions about transactions, brand relationships, and the like.

Call Center 368

Call Center Touchpoint Feedback Retail 368

Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. Published on: June 10, 2022. Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience.

2022 120

2022 Banking Customer Journey Blog 120

Alida

JUNE 9, 2022

Customer experience (CX) development can sometimes seem like you’re doing all the same things as everyone else, just walking in the footsteps of all the brands that came before. That can be comforting because it means you’re not the only one facing challenges—but you may also find yourself feeling stifled. How can you bring something new to a conversation that has been going on for decades?

Marketing 130

Marketing Brands Customer Experience 2022 130

Kayako

JUNE 9, 2022

For many years, companies focused on customer touchpoints to gauge customer satisfaction. In recent years, companies have seen that touchpoints do not capture the whole picture. Management consulting firm McKinsey makes the point that customer touchpoints only measure satisfaction at a single point in time. They don’t necessarily guarantee the customer is happy with their overall journey.

Customer Journey 102

Customer Journey Customer Journey Mapping Touchpoint Customers 102

Optimove

JUNE 8, 2022

The term “paradigm shift” was introduced by the American philosopher of science Thomas Kuhn. In his 1962 book, “The Structure of Scientific Revolutions,” Kuhn argued that there are two kinds of scientific change: incremental developments and scientific revolutions. According to Kuhn, revolutions happen when a new theory in a particular field is proved and established, forcing all the people who subscribed to the old theory to change their perspective.

Fashion 105

Fashion Advertising B2C Retail 105

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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

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Attest is a company that does consumer research, and they’ve got several great reports that I’ve been reading. In particular, two stats from their US Food and Beverage Report from July 2021 emphasized to me how essential a topic this was.

Airlines 88

Airlines Reference Interaction Books 88

TechSee

JUNE 8, 2022

Like most American consumers, I had no reason to understand the complexities and challenges companies face implementing an efficient field service strategy… until I spent five months without a working oven. From delayed parts, and service technician skill gaps, to a shortage in electricity wattage, and a too-narrow hallway – it all led to a lot of headaches and long baking hiatus at the Saucier House.

2022 109

2022 2021 Government Travel 109

BirdEye

JUNE 9, 2022

The majority of home buyers start their home buying journey using online search – and according to the National Association of Realtors, 81% of buyers don’t even contact a real estate agent until they’re ready to buy. As a realtor in a hyper-competitive market, how can you make sure that buyers turn to you when they’re prepared to make an offer?

Marketing 98

Marketing Connections Sales 2022 98

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change.

Customer Experience 90

Customer Experience E-support Omnichannel Contact Center 90

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

Totango

JUNE 8, 2022

Recurring revenue models have taken over the world. OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. At the recent Technology & Services Industry Association (TSIA) World Conference, Totango’s President & COO Jamie Bertasi and Aruba’s Head of Customer

Webinar 90

Webinar Customer Success Article Customer Engagement 90

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. A few reasons he is awesome – he’s the Senior IT Customer Support Manager for First American Title – leading the technical/customer support to their employees, he’s served on the board of directors for HDI , a professional association supporting technical and service management industry, and fun fact – keynote speak

Communication 93

Communication Technology Culture Employee Experience 93

BirdEye

JUNE 7, 2022

Google Maps optimization needs to be a major part of your marketing strategy if you want local customers to find your business. Standing out on Google Maps can set you apart from competitors, but your listing won’t be a top search result if doesn’t include your specific location. Taking advantage of Google Maps optimization can help increase your SEO ranking and attract new customers.

Social Media 98

Social Media Definition Information Consumers 98

One Millimeter Mindset

JUNE 8, 2022

When clients are prioritizing absolutely everything, no crystal clear and actionable target emerges. It’s like the clients go to an all-you-can-eat, no limits buffet. They keep piling stuff onto their plates. Yet they are neither interested in the food nor hungry enough to eat what they choose. When you allow clients the freedom of prioritizing absolutely everything, you do yourself a great disservice.

Innovation 79

Innovation Consulting Leadership Presentation 79

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

SaleMove

JUNE 10, 2022

Many leaders don’t understand NPS as well as they ought to. We explore three common misnomers leaders have about Net Promoter Scores. The post Time for a Reset on Net Promoter Score (NPS) appeared first on Glia Blog | Digital Customer Service Explained.

Net Promoter Score 85

Net Promoter Score NPS Blog Customer Service 85

ShepHyken

JUNE 6, 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. Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. (The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience.

Article 69

Article 2022 Customer Service Loyalty Programs 69

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Director of Customer Success Robyn Fernandez spoke with three CS executives, including Swiftly’s Chief Customer Officer Maranda Dziekonski , Egnyte’s Manager of Customer Success Naomi Hawn , and SentinelOne’s Vice President of Customer

Customer Success 104

Customer Success Webinar Chief Customer Officer Leadership 104

Doing CX Right

JUNE 4, 2022

Neal Schaffer, Sales and Marketing expert, reveals the best-kept secrets to identifying, approaching, and engaging valuable influencers who help you elevate your brand and get new clients. The post The Power Of Influencers To Get New Customers appeared first on Doing CX Right.

Sales 75

Sales Customers Marketing Brands 75

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Cyara

JUNE 8, 2022

From the corner office to a customer service agent’s cubicle, one word is filling the airwaves: chatbots. Chatbots are at the top of the wish list for European leaders as varied as chief digital officers, vice presidents of mobile and web capabilities, and customer experience (CX) and contact center leaders. When done well, chatbots offer a magic elixir of high-functioning self-service, a streamlined customer service experience, and lower costs.

2028 67

2028 Contact Center Customer Service Information 67

ShepHyken

JUNE 7, 2022

The Smart Shopper and the Value Gap. How to Design Experiences that Exceed Your Customer’s Expectations. Shep Hyken interviews Ian Johnston, Founder of Quinine , a leading strategic retail design consultancy devoted to the power of design that drives innovation and growth. He talks about building trust and loyalty by designing meaningful customer engagement.

Retail 66

Retail Consulting Innovation Customer Expectations 66

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. Agent coaching has long been a method for improving contact center performance and the customer experience.

Contact Center 69

Contact Center Sports Webinar Average Handle Time 69

The DiJulius Group

JUNE 6, 2022

There is a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming at a significant cost. The cost is weaker human relationships that are vital to customer experiences, employee experiences, and happiness. Focusing strictly on a digital. Read Full Article.

Employee Experience 101

Employee Experience Article Technology Customer Experience 101

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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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