InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. In the customer experience industry, we call capturing customer feedback a “voice of customer” program, and at InMoment—we know that it’s not enough to capture feedback, you need to capture it, understand it, take action, and make sure customers know t

Voice of Customer 418

Voice of Customer Net Promoter Score Social Media Call Center 418

Retently

DECEMBER 21, 2022

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Who should you survey? Should you ask your key contact to complete your NPS survey, or should you send it to every user that engages with your product? Based on our reading, it seems that the majority of Net Promoter Score users believe it’s best to survey your key contact.

Net Promoter Score 148

Net Promoter Score B2B NPS Feedback 148

Totango

DECEMBER 22, 2022

ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you. The fact of the matter is that customers are influenced by word-of-mouth two to 10 times more than they are by paid media. Up to 50% of consumers insist that the recommendations of people they know are the primary drivers of their buying decisions.

Reference 105

Reference NPS Social Media Net Promoter Score 105

BirdEye

DECEMBER 22, 2022

You might be wondering if Google reviews help your ranking and boost SEO. The answer is a resounding yes. A strong online presence is absolutely necessary for gaining new customers. If people can’t find you online, they can’t do business with you. Customer reviews are directly linked to how easily people can find your business online. In this article, we’ll explain exactly how Google reviews can help improve your search ranking and SEO efforts.

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Article Feedback Management Information 105

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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.

2024

InMoment XI

DECEMBER 19, 2022

What do expert survey builders know that makes them so successful? Well, they’re always designing with the end in mind. From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? How will I act on this feedback? What will my business gain? Strong and insightful surveys help businesses understand what they are getting right and where they need improvement.

Touchpoint 370

Touchpoint Feedback Workshop Customer Journey 370

Zonka Feedback

DECEMBER 20, 2022

Product Experience plays a major role in the success of your product. It is the most important thing that matters to your product users. A good experience is necessary for achieving product goals like user satisfaction, loyalty and better retention. Whereas, a lousy Product Experience is the biggest hindrance in the path of the success of a product.

Loyalty 95

Loyalty Customer Experience Customers 95

BirdEye

DECEMBER 20, 2022

With nearly 1.4 billion monthly users, Instagram is the fourth most popular social media platform in the world. Thanks to its massive user base, Instagram is one of the most powerful platforms for businesses around the world. If you’re looking to improve your online presence, increase web traffic, and increase online leads, Instagram is definitely the place to be.

Social Media 98

Social Media Definition Brands Engagement 98

Merkle

DECEMBER 20, 2022

Marketers are facing a consumer landscape that is significantly different than the one just two years ago. Today’s inflationary pressures are influencing consumer preferences and expectations in every aspect of the customer experience. Loyalty programs are no exception. And because of this, relying on pre-pandemic loyalty strategies won’t be enough to meet customers’ rational and emotional needs.

Loyalty 93

Loyalty Loyalty Programs Brands Consumers 93

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Unlike legacy technologies that are fully-formed when deployed, AI-based applications are iterative – they get better the more you use them.

2023 78

2023 Virtual Agent Contact Center Customer Experience 78

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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

COPC

DECEMBER 23, 2022

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. . We surveyed nearly 6,000 employees across industries at business processing outsourcing (BPO) organizations and in-house contact centers, including work-at-home staff.

Engagement 89

Engagement Contact Center Culture Feedback 89

BirdEye

DECEMBER 21, 2022

Social media is an ever-changing landscape where trends rise and fall every day. If you aren’t keeping a close eye on the latest social media trends, you might be left guessing while your follower count decreases. To stay relevant on popular platforms, you need to know what’s trending and why, and how to use them to your advantage. To put it frankly, keeping up with the latest social media trends can keep you ahead of disaster and on track for success.

Social Media 97

Social Media 2023 2022 2026 97

SaleMove

DECEMBER 23, 2022

Insurance carriers using Digital Customer Service are seeing increased agent portal adoption, fewer phone calls, and better agent satisfaction, and loyalty. The post Give Your Insurance Agents the Gift of Premium Support appeared first on Glia Blog | Digital Customer Service Explained.

Insurance 84

Insurance Loyalty Blog Customer Service 84

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Predictable. It’s a word that organizations love to hear, but unfortunately, the past few years have been anything but.

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2023 Communication Contact Center Return on Investment 73

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

ClientSuccess

DECEMBER 19, 2022

Playbook Vectors by Vecteezy. For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions. Playbooks consist of a series of actions, next steps, and tactical items that can be used to help customers achieve their goals or objectives in a scalable manner. Creating these playbooks allows CSMs to build repeatable processes that can help them to do more for their customers.

Webinar 72

Webinar Customer Success Blog Customer Journey 72

CSM Magazine

DECEMBER 20, 2022

Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service. From the ease of making deposits to the swiftness of payouts, online gambling sites have continuously worked to improve the user experience for their customers. In this blog post, we’ll explore what we can learn from the online gambling industry about customer service and how it can be applied to other businesses.

Customer Service 72

Customer Service Loyalty Programs Customer Service Representative Call Center 72

Eptica

DECEMBER 22, 2022

Date: Thursday, Décembre 22, 2022 Author: Laurianne Merour - Digital Marketing Manager Identifier les bonnes performances des agents grâce à la technologie. Publié le: 22 Décembre 2022. Auteur: Laurianne Merour - Digital Marketing Manager L'IA automatise les tâches complexes et permet de reconnaître les agents qui ont fourni un excellent service.

2022 104

2022 Interaction Article Information 104

ShepHyken

DECEMBER 20, 2022

The Customer’s Need for Speed . In Customer Experience, Speed Equals Caring. Shep Hyken interviews Jay Baer, customer experience and marketing expert. He shares his findings from his new study, The Time to Win , and insights on how speed impacts customer experience and revenue. Top Takeaways: Time is the only inelastic resource.

Customer Expectations 66

Customer Expectations Books Consumers Customer Care 66

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

Helpware

DECEMBER 20, 2022

Customer service is now even better with software-as-a-service tools. SaaS helps companies deliver better customer experiences at much lower overhead costs.

Customer Service 80

Customer Service Customers Customer Experience 80

ChurnZero

DECEMBER 21, 2022

2022 was a tireless year. If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. We’re only human and dealing with a torrent of media, distractions, deadlines, personal issues, and everything in between.

Webinar 98

Webinar 2022 Customer Success Metrics 98

Zonka Feedback

DECEMBER 22, 2022

When we talk about making our product successful, the one thing which is the most essential to focus on is Product Experience. Surpassing even the price and design of the product, PX is a super important aspect that users focus on while they use a product. But do you know whether the experience you provide to the users satisfies them or not? Do you know how they perceive that experience and what they think about you and your product?

2023 98

2023 Management Customer Experience Customers 98

CSM Magazine

DECEMBER 19, 2022

When problems occur, support teams often bear the brunt of customer frustrations; and during times of upheaval, this only increases. As crucial advocates for your business, how do you create an environment where agents feel empowered to do their best work? It’s not always easy being on the front line of customer service. Even with the most satisfied customer base, mistakes can happen and issues arise.

Omnichannel 59

Omnichannel Tourism Customers Customer Service 59

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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.

2024

Beyond Philosophy

DECEMBER 22, 2022

Many of you are no doubt considering your New Year’s Resolutions. You have probably done this more than once. Unfortunately, like many of you, I have made and broken many New Year’s resolutions. Today, we will talk about why this happens and how you can manage these influences to a better outcome in 2023. A typical New Year’s resolution is to lose weight.

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2023 Books Consulting Reference 78

Lumoa

DECEMBER 17, 2022

Lumoa’s biggest features for 2022 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… MASSIVE update to the Integrations hub – one click integrations with your favourite apps!

2022 78

2022 Webinar Competitive Advantage Events 78

Zonka Feedback

DECEMBER 21, 2022

Product Experience is all about what your product users encounter when they interact with and use your product. Product Experience is crucial for the success of the product as users focus more on the experience they get than any other aspect of your product.

Interaction 98

Interaction Customer Experience Customers 98

Doing CX Right

DECEMBER 19, 2022

There're many benefits to hosting an online community. Learn & apply Stacy Sherman's proven tactics to improve business results & enhance customer experiences. The post How To Build and Maintain A Successful Online Community That Enhances Customer Experiences appeared first on Doing CX Right.

Customer Experience 59

Customer Experience Customers Brands Marketing 59

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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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