BlueOcean

JANUARY 31, 2023

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. In this article, we are making the case that it’s not always so straightforward. Not all attrition is created equal, and there are many ways to calculate attrition rates – so the way you frame your attrition questions in the RFP is essential to getting useful data that can inform your decision.

Contact Center 156

Contact Center Insurance Call Center Consumers 156

InMoment XI

FEBRUARY 1, 2023

Oftentimes, CX practitioners will discuss the best reporting position for a core CX team to give an organization the best chance for Customer Experience (CX) success. Here at InMoment, we’ve seen far too many instances of programs turning into (or frankly never becoming more than) measurement-only programs no matter where they live within an organization.

Customer Experience 195

Customer Experience Chief Customer Officer Call Center Culture 195

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether.

Customer Experience 165

Customer Experience NPS Touchpoint Customer Centricity 165

ShepHyken

JANUARY 31, 2023

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.

Customer Service 145

Customer Service Hotels Customer Service Training Reference 145

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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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BirdEye

JANUARY 31, 2023

Are you a business looking to increase your visibility in your local market? If the answer is yes, you’ll need an active and engaged presence on Nextdoor. This popular social media platform allows businesses to post updates, advertise special offers and deals, and generate Nextdoor reviews from local customers. However, getting the most out of Nextdoor for your company does require some understanding and research.

Social Media 98

Social Media Multi-Channel Advertising Management 98

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course.

Retail 88

Retail Net Promoter Score Customer Experience Loyalty Programs 88

One Millimeter Mindset

FEBRUARY 1, 2023

Your professional relevance is on the line each time you work with colleagues and clients. Are you being professionally relevant or just making business noise? This year, let’s make a difference: together. Here are two, one millimeter steps forward that you can take beginning today. Enjoy! The first step of becoming more professionally relevant is identifying your team participation and communication style.

Consulting 92

Consulting Innovation Leadership Insights 92

Doing CX Right

FEBRUARY 3, 2023

Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. Only for DoingCXRight subscribers this week. Learn details and register for drawing by Feb 9. The post Golden Ticket to Customer Experience Event appeared first on Doing CX Right.

Events 98

Events Customer Experience Hotels Customers 98

Feedbackly

FEBRUARY 2, 2023

Why do customers choose one brand over the other when both offer similar products in quality and price? Why do customers cling to expensive brands when they can get one with the same functionality for cheaper? Loyalty and brand image may seem the obvious answers, but did you know that these eventually tie to customer emotions? Emotions create preferences in customers’ minds, which in turn drive them to take action.

Customer Journey 98

Customer Journey Touchpoint NPS Measurement 98

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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

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. However, CX does not exist in a vacuum; when contact center agents have a good experience, the customer is bound to as well.

2023 78

2023 Contact Center Customer Journey Mapping Touchpoint 78

SAP Customer Experience

FEBRUARY 2, 2023

An increasing number of utilities companies are exploring omnichannel customer engagement to reduce customer attrition and enhance customer loyalty. Therefore, Utility companies globally have started adopting the SAP Emarsys Customer Engagement solution to level up their ability to engage customers regarding traditional energy and water services as well as new.

Omnichannel 83

Omnichannel Customer Engagement Engagement Innovation 83

Bill Quiseng

FEBRUARY 1, 2023

BUSINESS LEADER FORBIDDEN PHRASE: “We’ve always done it that way.” If your customers and employees are raving about you as a customer service leader, then that’s GREAT! But if they’re not saying anything at all about you, then that’s not. Satisfied people feel that your customer service leadership is good, not better, just average. Nobody raves about average.

Leadership 68

Leadership ROI Employee Experience Innovation 68

Maru Group

JANUARY 31, 2023

By Glyn Luckett Maru/Matchbox | January 2023 While many companies recognize the value of keeping essential business software up-to-date, employee research techniques and solutions are often overlooked. Unfortunately, rolling out the same question sets using the same data-gathering methods can lead to incomplete or flawed data, painting a skewed picture of what employees want and need.

Employee Experience 70

Employee Experience Social Media 2023 Measurement 70

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

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. A few reasons why he is awesome —  Kevin is an international keynote speaker, CEO and co-founder of the Institute for Corporate Productivity (i4CP), the world’s leading HR research firm, he’s the author of Culture Renovation: A Blueprint for Action – 18 Leadership Actions to Build an Unsha

Culture 105

Culture Leadership Books Competitive Advantage 105

customer sure

FEBRUARY 1, 2023

Marmalade Insurance, the specialist in insurance solutions for young, student, learner and young named drivers, has been providing trailblazing insurance products to those aged 17-30 since 2006. From the outset, the firm’s mission has been to provide affordable car insurance to a demographic that has - for as long as time began - been somewhat neglected by mainstream insurance firms, with extortionate premiums, boundless red tape and a lack of understanding.

Insurance 62

Insurance NPS Feedback Net Promoter Score 62

ShepHyken

JANUARY 30, 2023

Top Takeaways: Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class. Your customers don’t compare you to your direct competitors. They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s

E Commerce 62

E Commerce 2023 E-support Healthcare 62

Happy or Not

FEBRUARY 2, 2023

We all know that loyal customers buy more and bring in more money and help you build success in the long run. But do you really know if your service and offering will create loyalty? Typically, trying to please everyone ends up pleasing no one, and the same can be said for building customer experiences and loyalty. Providing customer experiences that are relevant—and positive—to your customer base, and, ultimately turning them into loyal customers because you better understand their needs can be

Connections 73

Connections Feedback Apparel Sports 73

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

Beyond Philosophy

JANUARY 28, 2023

If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. So, we came up with some critical questions that can get it back on track. One of our listeners is in a pickle and it has to do with their firm’s segmentation.

Travel 88

Travel Financial Consulting Sales 88

BirdEye

FEBRUARY 2, 2023

I’m thrilled to announce the acquisition of Cube Online– Australia’s leading customer experience platform — giving us the opportunity to help local brands and businesses worldwide. I want to extend a warm welcome to the entire Cube team and the thousands of Cube customers. We’re excited to have you join the #1 digital customer experience platform. With this acquisition, we’ve expanded our international presence into Australia, New Zealand, and the United Kingdom.

Social Media 98

Social Media 2016 Innovation Touchpoint 98

Optimove

JANUARY 31, 2023

Many online gaming brands offer more than one product to their players, where a player placing sports bets can just as easily play a variety of casino games on the same platform, using the same account. But what’s in it for the operators? Well, it depends on how they play the cards they are dealt. Cross-selling offers great potential. Gaming operators surely have a lot to gain.

Sports 98

Sports Definition Brands Loyalty 98

CX University

FEBRUARY 1, 2023

If you are already acquainted with the importance of the Net Promoter Score (NPS), you will know that it is a strong indicator of customer loyalty and satisfaction. Any feedback from customers should be treated with seriousness and care to improve programs, which in turn, should build stronger brand loyalty and happy customers who are eager to refer products or services to their network.

NPS 59

NPS Net Promoter Score 2022 Entertainment 59

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2024

SaleMove

FEBRUARY 3, 2023

Even with the rise in digital service channels, there’s still a reason to make phone calls. Here’s 3 reasons why you shouldn’t count phones out just yet. The post 3 Reasons Why Phone Calls Are Still Essential for Digital Customer Service appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 89

Customer Service Blog Customers Call Center 89

Daniel Group

FEBRUARY 1, 2023

Simple Steps to Start or Reinvigorate your B2B CX Program! Whether you need to start or reinvigorate your B2B CX program, there are simple steps to take your business to the next level. In this blog, I want to focus on two groups of readers. The first group of readers is those who still need a formal CX improvement program in their organization. Second are those readers whose companies have a program but may be thinking about ways to bring new life to the effort.

B2B 59

B2B White Paper Innovation Measurement 59

SAP Customer Experience

FEBRUARY 3, 2023

If you are an SAP Business One customer and you would like to know how to reach out to the SAP Business One support team, this blog is for you! If you are not an SAP Business One customer yet, and you would either like to know more about our.

Blog 84

Blog Customers Customer Experience 84

inQuba

FEBRUARY 3, 2023

Helping customers achieve their goals so that you can too Brilliant customer experiences can seem out-of-reach for most businesses, especially in today’s environment. That’s why today’s multidisciplinary leaders are approaching challenges differently and demanding solutions that help them understand and act. Customer Journey Management, which includes orchestration, makes this possible.

Customer Journey 52

Customer Journey Insurance Customer Journey Mapping Touchpoint 52

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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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