InMoment XI

JANUARY 13, 2022

Stagnant NPS scores. Data silos. Slow response rates. Chevron Federal Credit Union realized it needed a change. As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. But when it became difficult to effectively measure and improve experiences, Chevron Federal Credit Union partnered with InMoment to create a holistic strategy for its customer service initiatives—and were able to power some incred

NPS 370

NPS Metrics Feedback Presentation 370

Bill Quiseng

JANUARY 10, 2022

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.

Leadership 167

Leadership Culture Loyalty Engagement 167

TechSee

JANUARY 10, 2022

Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. Benefits. TechSee’s technology. The global housing management industry is thriving and expected to grow from $15.10 billion in 2021 to $28.21 billion in 2028 at a CAGR of 9.3% for the forecast period. There are more than 300,000 property management companies in the US alone.

Management 109

Management 2028 Technology 2021 109

BirdEye

JANUARY 11, 2022

Search Engine Optimization (SEO) is important in today’s world because the customer journey starts online. 81% of consumers conduct an online search before physically going into a store but only 25% of internet users ever even go to the second page of Google search. That’s why it’s vital that your business ranks well, because even if you have a website and you show up on Google, if you’re not on that first page you’re not going to get near the number of clicks that

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Definition Connections Management Customer Journey 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.

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ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. As a result, Customer Success leaders continue to increase their prominence and power within the organization.

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2022 Customer Success Chief Customer Officer Leadership 98

Kustomer

JANUARY 11, 2022

Both 2020 and 2021 have been witness to an e-revolution across the entire retail landscape. While businesses and consumers had embraced and integrated e-commerce and social shopping into their company structures for some time, the last two years accelerated those efforts with dizzying speed. In this new era of retail, small businesses are enjoying a spotlight reflective of this moment in time.

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E-support E Commerce Retail Customer Retention 95

Kapta Customer Success

JANUARY 10, 2022

Breaking down the key account management process and how KAM software can help. Key account management is an essential function of your organization. However, it can be extremely overwhelming to establish a process, but without one, you have no real way to track results and fix what isn’t working. Kapta provides a process roadmap and all of the tools to back it up so that your key account team can focus more on building strong relationships while the software does the heavy lifting of keeping tr

Management 98

Management Roadmap Metrics Voice of Customer 98

CSM Magazine

JANUARY 11, 2022

Human interaction matters now more than ever, and according to pwc 82% of U.S. and 74% of non-U.S. customers want more of it in the future. Given the impact of the customer experience on purchase behavior, customer service managers need to pay attention to the level of customer assistance they provide. As a customer service professional, you have to be able to handle an array of situations, from disgruntled customers to over enthusiastic ones and everything in between.

Customer Service Representative 93

Customer Service Representative Customers Customer Service Feedback 93

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Published on: January 10, 2022. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead.

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2021 Blog Customer Service 2022 123

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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

ShepHyken

JANUARY 12, 2022

There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos. It’s time to bring it back with what may be the perfect example. .

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Omnichannel Multi-Channel Definition Social Media 91

Heart of the Customer

JANUARY 13, 2022

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and typically don’t let them get to me. But I’m calling […]. The post Don’t Leave Your Customers Stranded appeared first on Heart of the Customer.

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Customers Customer Experience Customer Relationships Customer Service 88

Stella Connect

JANUARY 10, 2022

Want to increase your contact centre team’s performance? Managers with high-performing teams use coaching approaches that their teams simply enjoy. In this guide we’ll share simple coaching best practices that will boost your team’s performance, especially after the holiday season. As we all know, contact centres have high staff turnover especially after the festive season due to a number of reasons, such as: employee absence without leave, poor attendance, late coming, and call manipulation, wh

Culture 84

Culture ROI Touchpoint Definition 84

Kustomer

JANUARY 13, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, we have Matt Chabrier as our honorary host and his guest, Aziz Razakov. Aziz comes to us from MoneyLion to spill the secrets on creating a customer-obsessed company culture during our Kustomer Now event. Tune in to learn more! Perfection is Possible in CX. Aziz comes from a background in orthodontics, which set him up for a future of CX perfection.

Omnichannel 81

Omnichannel Customers Definition Social Media 81

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

ShepHyken

JANUARY 10, 2022

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. A Nation on Hold Wants to Speak With a Manager by Sarah Lyall. (The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

Article 85

Article 2022 Customer Service Loyalty Programs 85

Help Scout

JANUARY 12, 2022

Follow these nine startup customer service tips to get started creating an excellent experience for your prospects and customers.

Customer Service 111

Customer Service Article Customers 111

Beyond Philosophy

JANUARY 12, 2022

What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your refrigerator could tell the repair professional what was wrong with it before you ever said a word? Sound like a futuristic take on product technology? It is, and it’s called the Internet of Things (IoT).

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Consulting Voice of Customer Financial Article 78

Kustomer

JANUARY 11, 2022

Image source: Superoffice.com. With the growth of e-commerce, businesses can now sell in a global marketplace. In fact, more than two billion people bought online in 2020, with worldwide e-commerce sales exceeding $4.2 trillion. With this market only growing, there’s never been more potential for an online business to expand and see greater profits.

Customer Service 84

Customer Service E Commerce E-support Customer Retention 84

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

JANUARY 13, 2022

The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer service and support has constantly evolved and strengthened as organizations of all industries see proof of how CX excellence improves the bottom line. The goal of any customer service team should be to achieve digital CX excellence, but what does it really mean?

Omnichannel 76

Omnichannel Customer Experience Social Media Interaction 76

Blueshift

JANUARY 12, 2022

Imagine this: you’re a marketer who’s trying to sell a streaming service or social media platform to a goldfish. Sounds tricky, right? Considering the theory that’s been swirling around the past few years — that humans now have an eight-second attention span. The post Keep Subscribers Coming Back with These Top 5 Omnichannel Campaigns appeared first on Blueshift.

Omnichannel 105

Omnichannel Social Media Marketing Customer Experience 105

CSM Magazine

JANUARY 11, 2022

Ross Daniels at Calabrio argues the case for ‘less is more’. Read on to discover three ways to resolve, rather than increase, complexity in contact centres. Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. The shift to the cloud has also been happening over time and accelerated significantly in early 2020.

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Omnichannel Return on Investment 2020 Technology 75

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. . 2022 just might be The Y

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Contact Center 2022 Omnichannel Employee Experience 79

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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.

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Beyond Philosophy

JANUARY 12, 2022

Proactive is a key word for me for the future of experiences and customer strategy. Anticipating the needs of your customers is going to be the next level of exceeding their expectations. However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).” It’s the “Voice of the Product (VoP),” and it can tell you a lot about what your customers want.

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Contact Center Connections Competitive Advantage Technology 78

ShepHyken

JANUARY 11, 2022

The “Now” CX Movement. Changes Customer Experience Teams Need to Make to Meet the Demands of the “Now” Customer. Shep Hyken interviews Eng Tan, author of Experience is Everything and CEO of Simplr , a company that is redefining the way brands deliver CX. They discuss what CX teams need to let go of in order to succeed in the new era of CX.

Average Handle Time 73

Average Handle Time Omnichannel NPS Metrics 73

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. Your onboarding process is a learn-or-churn, adopt-or-get-dropped situation. It has a long-lasting impact on your customer and deep ties to their likelihood to churn. For this reason, unlocking the optimal SaaS customer onboarding experience is invaluable. How exactly do you get customers to embrace your product instead of simply moving them through the motions and hoping something sticks?

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Metrics Customer Success Sales Events 98

ppt solutions

JANUARY 10, 2022

TULSA, OKLAHOMA, JANUARY 10, 2022 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today the appointment of Kimberly Rodill as senior vice president of human resources and compliance. With over 25 years of experience, Rodill will lead. The post PPT Solutions Announces Kimberly Rodill as Senior Vice President of Human Resources and Compliance appeared first on PPT Solutions.

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2022 Customer Experience Customers 19

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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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