InMoment XI

NOVEMBER 9, 2021

Whether your program is just getting started or has stagnated over the years, this post is for you! Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees. Achieving this is no small task, and often requires customer experience transformation.

Roadmap 370

Roadmap Customer Experience Customer Retention Download 370

Alida

NOVEMBER 11, 2021

Businesses today have become extremely proficient at collecting and gathering data. Afterall, it informs just about every business decision—from identifying gaps in the early stages of the buyer journey to uncovering the biggest pain points for high churn-risk customers. Whether through direct efforts, or as a byproduct of their ever-growing tech stack, there’s a wealth of operational and transactional data pouring into your business every second.

Customer Journey Mapping 246

Customer Journey Mapping Advertising Feedback Customer Journey 246

Bill Quiseng

NOVEMBER 6, 2021

When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied. But their satisfaction does not guarantee their return. The good news is that your satisfied customers didn’t complain.

Customers 174

Customers Customer Service Interaction Customer Service Training 174

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. Next, she explained why.

Customer Service Training 157

Customer Service Training Loyalty Customer Service Information 157

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InMoment XI

NOVEMBER 9, 2021

Whether your program is just getting started or has stagnated over the years, this post is for you! Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees. Achieving this is no small task, and often requires customer experience transformation.

Roadmap 259

Roadmap Customer Experience Customer Retention Download 259

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now. So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. .

Insurance 153

Insurance Call Center Financial Consulting 153

GetFeedback

NOVEMBER 7, 2021

During the latest CX Leader Roundtable, we explored the connection between employee experience (EX) and customer experience (CX).

Employee Experience 195

Employee Experience Connections Customer Experience Customers 195

Eptica

NOVEMBER 11, 2021

Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Published on: November 12, 2021. Author: Pauline Ashenden - Demand Generation Manager The past eighteen months have created enormous challenges for organisations in general, and customer service in particular. In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an

Customer Service 125

Customer Service Call Recording 2021 Customers 125

ShepHyken

NOVEMBER 12, 2021

Christan Hiscock is the CEO and co-founder of Kardia Financial Group , an organization that believes that the financial services industry should not be solely focused on dollars, but on helping people truly get to the heart of their financial goals. He shares the foundational guide for everything a company does, the reason why the company was started and its values.

Exceptional Customer Service 109

Exceptional Customer Service Customer Service Financial Loyalty 109

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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

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic.

Brands 107

Brands Customer Experience E Commerce E-support 107

MyCustomer

NOVEMBER 9, 2021

Engagement The 5 stories that shook CX in 2021.

2021 107

2021 Customer Experience Engagement Customers 107

eGain Blogs

NOVEMBER 12, 2021

Join eGain CEO and the CxO of premier client at KMWorld keynote on digital transformation. Want to hear about knowledge-powered digital transformation at scale? Join eGain CEO, Ashu Roy, and a CxO of a premier eGain client at their keynote presentation at KMWorld Connect 2021. Note that the session requires you to register for the conference at [link].

2021 98

2021 Events Customer Experience Contact Center 98

ShepHyken

NOVEMBER 8, 2021

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. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? by Jon Picoult. (destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight

Article 101

Article 2021 Customer Service Retail 101

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

ChurnZero

NOVEMBER 9, 2021

Most of us are aware that it costs less to retain existing customers than to acquire new ones. That means that higher customer retention means higher profits for your business. But what makes a customer leave, and what makes a customer want to stay? One great place to start when it comes to reducing churn is focusing on creating a consistent customer experience.

Customer Experience 97

Customer Experience Customer Retention Customer Success Customers 97

MyCustomer

NOVEMBER 9, 2021

Engagement What will CX programmes prioritise in 2022?

2022 105

2022 Customer Experience Engagement Customers 105

ProProfs Chat

NOVEMBER 9, 2021

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Probably not! Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation. Hence, if you aren’t strategically thinking about customer satisfaction, you’re probably following a risky approach.

Customer Satisfaction 97

Customer Satisfaction Measurement Net Promoter Score Social Media 97

Inbenta

NOVEMBER 9, 2021

Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. The banking sector has also recognized the game-changing effects innovative technological disruptors like Artificial Intelligence (AI) can have and acted promptly to optimize their online and mobile banking models with customer interaction platforms.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

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

BirdEye

NOVEMBER 12, 2021

Have you ever been on the fence about watching a new TV show, until a friend or family member lets you know it’s really good? Next thing you know, you’re binge-watching that same show anxiously awaiting to find out what happens next. Amidst the complex world of digital marketing, it can be easy to forget the old tried-and-true way of getting new customers: word-of-mouth.

Net Promoter Score 98

Net Promoter Score Social Media Advertising Reference 98

Stella Connect

NOVEMBER 11, 2021

Building an effective customer service rewards program means juggling multiple tasks all at the same time. Between finding new and unique gift options , staying on budget, managing reward criteria, and – last but certainly not least – the actual fulfillment of sending gifts to your agents, it can be challenging for leaders to stay on top of it all.

Rewards Programs 93

Rewards Programs Customer Service Fashion Contact Center 93

Kustomer

NOVEMBER 12, 2021

On November 10th and 11th, CX leaders gathered virtually for another edition of our annual conference: Kustomer NOW. The two-day event was loaded with insights from CX influencers and leaders from the world’s most future-focused brands including Spanx, Delivery.com, Rappi, Ring and more. Whether hearing from VP of Business Messaging at Meta, Matt Idema, about how businesses are starting to invest heavily in messaging as a primary communication channel, or learning about the challenges of localiz

2021 90

2021 Omnichannel E-support 2020 90

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic.

Brands 89

Brands Customer Experience E Commerce E-support 89

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NICE inContact

NOVEMBER 7, 2021

I bought a new "assemble-it-yourself" desk and chair last month to better accommodate my work-from-home lifestyle.

Contact Center 93

Contact Center Engagement Customers Call Center 93

Stella Connect

NOVEMBER 9, 2021

If past years have taught us anything, it’s that it’s never too soon to start preparing for the holiday season. From Black Friday until well into January, your customer service agents will face overwhelming call and chat volumes. Considering the phone and chat speeds we saw last year among leading brands, customers will expect lightning-fast response times.

Customer Service 87

Customer Service Poor Customer Service Contact Center Retail 87

Kustomer

NOVEMBER 10, 2021

Kustomer also releases data study with findings on how to improve speed and quality of customer service through omnichannel chatbot engagement. New York, NY – November 10, 2021 – Kustomer , an all-in-one, top-rated CRM for modern customer experiences, today announces enhancements to its chatbot product designed to enhance customer service interactions by eliminating mundane tasks and allowing agents to deliver more personalized experiences across channels.

Omnichannel 88

Omnichannel Multi-Channel 2015 Consumers 88

Comm100

NOVEMBER 10, 2021

Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality. Not only are chatbots convenient, but they’re also quickly becoming necessary thanks to their ability to provide customers with 24/7 service.

Customer Service 90

Customer Service Social Media Customers Interaction 90

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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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