InMoment XI
JULY 14, 2022
The Context. A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic. The grocery chain is known for its simple and continuous efforts to always improve, and that consistent effort through the decades has helped to expand its market position.
Alida
JULY 12, 2022
lululemon is a Canadian athletic apparel retailer with massive global appeal that creates high-performance athletic apparel and accessories through a human-led design approach. This customer-centricity has led the brand to consistently look for new ways to ensure they are supporting their guests (customers) and their community. To support this approach, the lululemon brand team established the lululemon Feedback Forum built on the Alida platform.
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Experience Investigators by 360Connext
JULY 12, 2022
What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.
Retently
JULY 11, 2022
Monthly recurring revenue, or MRR, is the lifeblood of any SaaS business. If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. The only problem is that calculating MRR accurately can be notoriously challenging. As customers join and cancel, projecting the monthly recurring revenue for two, three or six months into the future can be a serious issue, even for the most data-fo
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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.
InMoment XI
JULY 13, 2022
You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
JULY 14, 2022
Our customers and employees live omnichannel lives. Our service needs to offer the best possible experience across every channel and interaction. A few weeks ago, we explored the growing demand for omnichannel service continuity. Today, we will dive deeper into one specific channel, the desktop or laptop user, and learn how you can best support these users with the latest TechSee Live capabilities: secure desktop sharing with two way video and remote desktop control.
Solvvy
JULY 13, 2022
Just because your brand finishes interacting with a customer, doesn’t mean their experience has ended. Understanding this distinction is the key to driving customer loyalty and recurring revenue. Ultimately, collecting customer feedback is the best way to truly gauge the customer experience. Of course, accurately measuring customer satisfaction is never straightforward and needs to be adapted depending on a company’s business needs.
InMoment XI
JULY 12, 2022
Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. Ostensibly, the goal with this information is to give contact center agents the guidance needed to create Experience Improvement (XI) for customers, but do they have the time and wherewithal to actually sort through comments and data?
ShepHyken
JULY 13, 2022
Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence. And the world gets to watch how they handle the problems. . But what if you don’t have the type of business that gets Yelp or Google reviews?
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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.
Kustomer
JULY 12, 2022
The concept of omnichannel customer experience (CX) has been simplified over time. Many brands and customer support teams believe that omnichannel support is simply communicating with customers on every channel, but it’s much more than that. True omnichannel support ensures seamless transitions and consistent experiences from one channel to the next.
Solvvy
JULY 13, 2022
Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy. Also, 62% of survey respondents say experience with one industry influences their expectations in others.
InMoment XI
JULY 11, 2022
When gathering accurate and useful data, how the data is collected is just as important as the results it yields. Reliable insights are discovered when the questions are fair, unbiased, and relevant to the participants. This is why the design of the survey can ultimately determine the survey’s success. What Is Survey Design? Survey design is the detailed process of creating surveys that optimize the potential results that can be collected from a well-made questionnaire.
ShepHyken
JULY 12, 2022
Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations.
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!
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Zonka Feedback
JULY 12, 2022
Disengaged employees are bad for any business, especially retail, where customer service and customer experience are crucial for success. The biggest reason for this is that disengaged employees are typically unproductive employees.
Method:CRM
JULY 11, 2022
Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement? Read on to find everything you need to know on how to improve customer experience.
delighted
JULY 13, 2022
Can you name a brand that makes you feel special? A brand you’ve made repeat purchases from, you’re proud to wear their logo, and when you receive a compliment, you’re more than happy to share where you bought said item? If so, you’ve experienced customer loyalty. And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to
Totango
JULY 15, 2022
Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. . When the stock market is down and interest rates are climbing, businesses are often faced with some tough decisions.
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.
Thematic
JULY 11, 2022
When you have a lot of text feedback, like open-end survey responses, app review comments or twitter threads, how do you begin to make sense of it all? One of the best approaches is to uncover themes in the data using thematic analysis. Thematic analysis is a systematic method of analyzing qualitative data. It enables you to find rich, useful insights quickly, and organizes your data so that you can easily see context.
Feedbackly
JULY 14, 2022
Ah, the NPS! The celebrated KPI was considered phenomenal when it first arrived decades ago. You might be familiar with it too. The Net.
SaleMove
JULY 15, 2022
Trying to provide a higher level of Digital Customer Service (DCS) and increase engagement? Use this checklist to stay on track. The post How to Stay on Track With Digital Customer Service appeared first on Glia Blog | Digital Customer Service Explained.
Team Support
JULY 14, 2022
Ever wish a robot could cook or clean for you? We might not be on Jetsons-level technology, but for customer service and sales professionals, the robot assistants are already here. When you hear “chatbots” what do you think of? Helpful robots, conversational cannon fodder, or malevolent machines bent on siphoning off human employment? Well for one, chatbots aren’t coming for Customer Support jobs.
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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.
Doing CX Right
JULY 9, 2022
Claire Boscq- Scott, Global Customer Service guru and three-time author, explains why and how to do mystery shopping right. You'll learn best practices to improve your products and services and gain a real competitive advantage. The post Transforming Customer Experience Through Mystery Shopping appeared first on Doing CX Right.
CSM Magazine
JULY 13, 2022
There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. A customer touchpoint is any interaction a customer has with a business, from first learnings to repeat sales.
Zonka Feedback
JULY 14, 2022
Once you are done investing all the time, money, and effort into developing a groundbreaking product, you need an excellent customer feedback strategy that will guide you on the way forward. The research conducted by American Express, customers are always willing to spend 17% more on businesses that offer exceptional customer service. The process of developing a new product is closely compared to chess.
Innovative CX
JULY 13, 2022
How many times have you had an issue in a restaurant with service, a cold meal or incorrect charge? It happens, as it does in many industries. I’ve had my share of less than desirable experiences at restaurants. When it happens, I’m frequently offered a free dessert. I’ve often wondered why after failing to deliver an acceptable dinner experience, a restaurant management’s response is “give them a free dessert”.
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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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