InMoment XI
JANUARY 23, 2023
You’re sitting down to carve out the newest survey in your customer experience (CX) program. You know what touchpoint you’re examining, what you’re hoping to learn, and what questions you’re going to ask. Now it’s time to settle on the survey rating scale you’ll use. Unsure of which scale to choose? I’m Kiri Burgess, a Senior CX Consultant at InMoment APAC.
Retently
JANUARY 25, 2023
Gone are the days when you could drop-ship your way to success, customer experience and customer lifetime value becoming more immediate priorities. It’s still challenging to prove the value of that investment as opposed to customer acquisition; however, the game is clearly changing, prompting ecommerce brands to cherish their most valuable asset – customer loyalty.
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Tricia Morris
JANUARY 26, 2023
Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.
Comm100
JANUARY 23, 2023
2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1
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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.
TechSee
JANUARY 24, 2023
Visual engagement is a proven strategy to improve call center performance, especially as it relates to two key metrics: 1) First call resolution (FCR) : The percentage of customers that achieve resolution during their first contact, with no further action required and 2) Average handle time (AHT) : The amount of time it takes to resolve an issue from start to finish, including time on hold.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Bill Quiseng
JANUARY 25, 2023
In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.
Alida
JANUARY 26, 2023
The insurance industry often ranks at the bottom of customer satisfaction studies. Insurance companies typically interact with people who are going through difficult times, which increases the challenge of creating an exceptional customer experience. Those insurers that get it right have the potential to make a meaningful difference in people’s lives and help their organizations save money, increase revenue, and grow market share.
Feedbackly
JANUARY 27, 2023
Customer Experience (CX) is important for your brand’s growth, and it’s only gaining more momentum every year. Unarguably, a good CX program needs Key Performance Indicators (KPIs). They help you measure and improve different aspects of CX, like customer satisfaction, loyalty, and happiness! If you hope to step up your CX game this year and drive your business forward with fierce growth, you have come to the right place.
BirdEye
JANUARY 25, 2023
Most business owners don’t enjoy reading one-star reviews. Unfortunately, negative reviews are part of doing business – and they need to be addressed early if you want to protect your company’s online reputation. When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand. In this blog post, we’ll show you how to manage one-star reviews and protect your business’s online reputation.
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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.
One Millimeter Mindset
JANUARY 25, 2023
I have two questions for you today. First, how many times during sales calls or project meetings are you intimidated by other colleagues’ perceived levels of knowledge? Next, what do you plan to do about that scenario, after today? Consider the opportunities missed (and sales dollars left on the table) when you remain a spectator when working with or selling to individuals who do not solve problems the same way you do.
ClientSuccess
JANUARY 24, 2023
Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty. Understanding a customer’s health will let you examine any account at any given time and understand where the relationship is. What is a Customer Health Score?
IntouchInsight
JANUARY 26, 2023
Consumer trends over the past few years have been volatile, to say the least. As concerns shifted away from health and safety, we saw traditional motives like cost and convenience return. Meanwhile, supply chain issues and a demand for higher wages have increased operational costs for businesses.
Bill Quiseng
JANUARY 26, 2023
In hospitality, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in hospitality is all about interpersonal skills.
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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MyCustomer
JANUARY 24, 2023
Engagement Staff strikes spell CX trouble for Amazon
Integrity Solutions
JANUARY 23, 2023
The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers. With a new year already upon us, questions still remain about the economy and other external factors, but regardless of those outside variables, there are a number of steps sales teams can take to build up sales skills that will lead to a strong foundation for success in the months ahead.
The DiJulius Group
JANUARY 24, 2023
We read about it every day. Companies are charging customers hidden fees. One company eliminates their customer service, another starts charging patients for messages in amounts that would make most consumers say “Ouch” not to mention “You’ve gotta be kidding me!” Unfortunately, this trend is affecting a wide variety of businesses across industries.
Lumoa
JANUARY 27, 2023
Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results.
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.
ShepHyken
JANUARY 23, 2023
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. 13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better
SaleMove
JANUARY 27, 2023
Glia Call Center breaks down service silos, bringing all interactions together within Glia’s ChannelLess Interaction Platform. The post Major Upgrade to Glia Call Center Streamlines Phone and Digital Engagements Within Glia Interaction Platform appeared first on Glia Blog | Digital Customer Service Explained.
Beyond Philosophy
JANUARY 26, 2023
It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions updated for the new year. Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them.
The DiJulius Group
JANUARY 25, 2023
On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn’t get much better until he and his wife received the devasting news that their. Read Full Article The post 105: What I Wish My Parents Knew appeared first on The DiJulius Group.
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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.
ShepHyken
JANUARY 24, 2023
Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels. He talks about how companies can adapt to changing customer expectations by leveraging data and analytics.
MyCustomer
JANUARY 25, 2023
Loyalty Companies never read feedback, customers complain
Beyond Philosophy
JANUARY 21, 2023
It’s a new year so we decided we needed an update. A few years ago, we gave you some rules for gaining growth. But times have changed, and so the rules need to change, too. Therefore, we took another pass at the questions that can help your organization gain growth in 2023. In some ways, these are more like provocations than questions. However, we aren’t picking a fight.
Interactions
JANUARY 26, 2023
The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. In an increasingly digital world, people continue seeking ways to make human connections. Automated-response bots, live chat, social media, and email are all cheaper channels than voice, but demand for empathetic human relationships remains high.
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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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