Experience Investigators by 360Connext

NOVEMBER 30, 2021

Developing CX Personas: The Step Before Journey Mapping. In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. I get it. Customer Journey Mapping can reveal — and help solve — a lot of problems in the customer journey. But in order to do so, those journey maps must be built on a foundation of a true picture of your customer.

Customer Experience 367

Customer Experience Customer Journey Mapping Customer Journey Touchpoint 367

InMoment XI

DECEMBER 3, 2021

The road to more inclusive experiences is rarely straightforward, which is why it’s imperative for organizations to consider as many voices as possible along their inclusion journey. Whether it’s how quickly news travels via social media or how to have conversations with marginalised communities, the sheer myriad of variables for brands to consider can seem overwhelming.

White Paper 370

White Paper Brands Social Media Travel 370

Alida

NOVEMBER 29, 2021

Now that you’ve been gathering valuable customer insights with your insight community and your CX strategy is yielding impactful results, you might be wondering how to take this program to the next level. This may seem daunting, however we’re here to guide you through two ways to scale your customer insight program by providing real examples from Twitter and PokerStars.

Customer Insights 244

Customer Insights Insights Customers Entertainment 244

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50

Customer Experience 149

Customer Experience Net Promoter Score 2021 Transportation 149

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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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Customer Bliss

NOVEMBER 29, 2021

Who among us hasn’t wondered at some point if that slew of tests ordered for ourselves or our loved ones was necessary? Or worried about the effect of repeated scans or the cost? Or if we really need that medication? More important, in the increasing complexity of healthcare, who doesn’t yearn for more conversation about why tests are ordered, and their impact in the near and short term?

Healthcare 139

Healthcare Banking Advertising 2014 139

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. As we look ahead, 2022 promises, even more changes for the financial services industry. To help cut through the noise, we’ve looked at emerging data and expert opinions to predict the CX trends that we expect to see in 2022 for financial services. 1.

2022 97

2022 Financial Customer Experience Omnichannel 97

ShepHyken

DECEMBER 1, 2021

In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers?

Healthcare 133

Healthcare Customer Service Training Leadership Feedback 133

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Most business leaders believe that customer experience will be the key driver of their company’s competitiveness going forward.

ROI 97

ROI Customer Experience NPS Financial 97

Kustomer

DECEMBER 2, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Dan Gingiss to learn more about how Marketing and CX are connected. While they are different departments in business, both are extremely similar in multiple facets. Listen to the full podcast to learn more. Making the First Experience Memorable.

Marketing 95

Marketing Social Media Brands Books 95

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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

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

2022 95

2022 Customer Service Omnichannel 2021 95

ShepHyken

NOVEMBER 29, 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. Increase Employee Retention With These 4 Tips by David Finkel. (Inc. Magazine) Employee turnover is always a stressful situation.

2021 96

2021 Article Customer Service Retail 96

Call Experts

DECEMBER 2, 2021

If you want the best virtual receptionists and live answering service to manage your customer support, Call Experts and Call Ruby are here for you. But if you’re curious about how our two companies compare, read on. Our friends at Call Ruby run a great company, and we think they’ve got a lot to offer. They’re both live chat and live answering services we could learn from — but their pricing and packages are different than what we do.

2003 98

2003 Contact Center Call Center Technology 98

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. From sessions on building variable compensation plans and Customer Success tech stacks to fostering customer advocacy and community, BIG RYG explored how today’s Customer Success leaders are tackling major industry challenges and advancing their Customer Success game.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

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

BirdEye

NOVEMBER 30, 2021

Customers are the lifeblood of any business, which is why one of the basic principles of business growth is to create advocates for your company. A happy army of satisfied customers can do a lot of legwork for you, especially given that consumers value personal recommendations more than any form of advertising. In order to grow your business, retain customers, and reach your revenue goals, it’s time to start a referral rewards program.

Rewards Programs 98

Rewards Programs Social Media Reference Advertising 98

Kustomer

DECEMBER 2, 2021

Live chat is no longer a nice-to-have in e-commerce customer service. It’s a necessity. The pressure to meet the demands of today’s consumer is higher than ever, with companies scrambling to onboard more agents and deploy chatbots in order to provide quality support at scale. At the same time, consumers have come to expect that little chat bubble wherever they go, whether they’re browsing, returning, tracking orders, or buying.

E Commerce 92

E Commerce E-support 2022 Effort Score 92

Totango

DECEMBER 3, 2021

Customer health is a critical component of your overall customer success program. More than just customer satisfaction, customer health software helps measure the value customers are or are not receiving from your solution, allowing you to make necessary adjustments to your overall journey. In this article, we’ll explore why customer health scores are so important, the different ways you can evaluate customer health, and how Totango can help you to build a successful customer health journey. .

Metrics 96

Metrics Measurement Customer Satisfaction Customers 96

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. . These micro-experiences are called customer touchpoints, and they play a crucial role in fostering customer satisfaction, including trust and loyalty.

Touchpoint 87

Touchpoint Net Promoter Score Customer Journey Mapping Social Media 87

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

Comm100

NOVEMBER 29, 2021

If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Convinced now? Whatever your industry, live chat is an incredibly effective channel – when used correctly.

2022 92

2022 Average Handle Time 2015 Exceptional Customer Service 92

PeopleMetrics

DECEMBER 1, 2021

This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.

Telecommunications 118

Telecommunications B2C B2B Books 118

Stella Connect

NOVEMBER 29, 2021

There are some brands that seem to just get it, that understand customer wants and needs and are able to meet and exceed those expectations in the moment, at any given moment in time. . And what sets these customer-centric leaders apart from the rest? For in-depth insights on this topic, we at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers to get a better understanding of the evolving customer service and customer experience landscape to determine the best

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

SAP Customer Experience

DECEMBER 3, 2021

SAP Customer Data Platform bridges online and offline data to help you understand your customers and deliver relevantly, trusted, and personalized engagements Key Benefit of SAP Customer Data Platform: 1) Increase revenue 2) Build trust and reduce compliance risk 3) Boost acquisition, retention, and loyalty The SAP Customer Data Platform.

Loyalty 83

Loyalty Customers Engagement Customer Experience 83

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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

Doing CX Right

NOVEMBER 28, 2021

Steven Van Belleghem, author and global thought leader, explains how to delight customers in the digital age with an empathetic human touch. The post Doing Customer & Employee Experience Right In The Digital Age appeared first on Doing CX Right.

Employee Experience 83

Employee Experience Customers Technology Engagement 83

ShepHyken

NOVEMBER 30, 2021

Net Lives Enriched. How NPS Enriches the Lives of Customers, Employees, and Leaders. Shep Hyken interviews Fred Reichheld, creator of the?Net Promoter®?system of management, the founder of Bain & Company ‘s?Loyalty?practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth.

Net Promoter Score 77

Net Promoter Score NPS Books Loyalty 77

Heart of the Customer

DECEMBER 2, 2021

My time as a CX practitioner (as opposed to a consultant) is a bit dated, in that I left that role more than a decade ago. But it’s still important (even more so in my current role) to keep up to date on the state of the practice. That’s how I deliver best-in-class services to […]. The post Drive Your CX Strategy With Dashboards appeared first on Heart of the Customer.

Consulting 78

Consulting ROI Metrics Customers 78

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one.

Innovation 100

Innovation Customer Success Document Government 100

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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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