InMoment XI
NOVEMBER 21, 2022
Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones. This is because the cost of finding new customers is far higher than the cost of selling to existing customers. In fact, returning customers spend 67% more than first-time buyers.
Experience Investigators by 360Connext
NOVEMBER 22, 2022
When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please and thank yous aren’t very common anyway, but especially from kids.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Feedbackly
NOVEMBER 24, 2022
Customers prefer businesses that offer a fabulous and effortless customer experience. Brands need feedback to improve their buying journey and meet these expectations. Surveys are a way to gather feedback, but if you bombard your customers with incessant surveys, it deviates from the purpose. Research on survey fatigue shows that nearly 70% of respondents tend to abandon the survey incompleted.
BirdEye
NOVEMBER 23, 2022
These days, millions of shoppers make most of their purchasing decisions on Instagram. If your business isn’t on the platform already, there’s no better time than the present to create an account. Instagram marketing can help you reach your target audience, grow a following for your business, while also improving your lead generation rates. Instagram is surely a strong marketing tool for businesses of all sizes.
Advertisement
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.
Inbenta
NOVEMBER 21, 2022
At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . In the past few years, practically all businesses have invested in chatbots or virtual assistants, made available help centers and FAQ sections , or used other kinds of assisted tools with the aim of helping customers search and find answers to their requests on their own. .
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Upstream Works
NOVEMBER 22, 2022
Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center. Before the rise of social media and digital channels, customers rarely engaged with a company or a brand for anything else, mainly because there were limited communication options outside of the contact
BirdEye
NOVEMBER 21, 2022
When it comes to social media, analytics is everything. Without understanding the numbers behind your social media efforts, you’ll have no way to determine whether or not your campaigns are successful. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.
Comm100
NOVEMBER 23, 2022
The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. 1.
Eptica
NOVEMBER 24, 2022
Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022. Author: Pauline Ashenden - Demand Generation Manager Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.
Advertisement
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.
ShepHyken
NOVEMBER 25, 2022
This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer.
Doing CX Right
NOVEMBER 20, 2022
Sean Hawkins, a customer experience & contact center management expert, explains how to deliver great customer service through engaged and loyal agents. Learn how to do the basics right based on what's in your control. The post Improving Customer Service Results Through Empowered Agents appeared first on Doing CX Right.
Alida
NOVEMBER 24, 2022
The Delta Awards, Alida’s recognition of top innovators in CX, are the focal point of the event.
Integrity Solutions
NOVEMBER 22, 2022
With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Leaders increasingly understand that company culture strongly influences employee engagement — and employee engagement levels are excellent predictors of future turnover.
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!
.png)
ShepHyken
NOVEMBER 23, 2022
Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time. While I’ve thought a lot about this over the years, lately I have been trying to make it even simpler for people to understand. To do that, you must understand the three ways you can be amazing for your customers, including your internal customers, who are the people you work wi
SAP Customer Experience
NOVEMBER 23, 2022
A customer journey map is a good start but not enough. Improving customer experience and how customers engage with business processes often starts with mapping journeys. Mapping a customer or employee journey is a straightforward task that can happen in a workshop or two. Different stakeholders from several departments come.
ClientSuccess
NOVEMBER 22, 2022
As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. To truly tap into this new way of driving growth, here are 5 key strategies that other marketers have found to be effective: 1.
ChurnZero
NOVEMBER 23, 2022
This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. The holiday season is filled with indulgent food, joyful family time, and cheerful decorations. It truly is the most wonderful time of the year. Except when it comes to customer engagement. There are five weeks between Thanksgiving and New Year’s.
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.
Zonka Feedback
NOVEMBER 25, 2022
Customer retention and encouraging brand advocacy are both critical to any SaaS company's growth. Why? Because most SaaS companies rely on recurring subscriptions and referrals to get more clients. However, the two cannot be achieved without exemplary customer experience.
Education Services Group
NOVEMBER 21, 2022
It’s back! And it’s bigger, badder, and packed with more thrilling drama than ever. No, I don’t mean the new season of White Lotus. I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. In collaboration with ChurnZero and sponsored by Higher Logic Vanilla and involve.ai , our mission is to support the Customer Success community with reliable be
Team Support
NOVEMBER 23, 2022
Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up. This privacy focus also arrives at a time when customer demands for immediacy are also peaking. Live chat solutions are designed to provide fast communications, but can they also do it while securing business and customer privacy?
CSM Magazine
NOVEMBER 24, 2022
Ipswich-based staff at UK Power Networks are celebrating two European Customer Service awards this week. A top class Ipswich-based customer service team is celebrating a run of award wins, the latest of which has seen them voted the best in Europe. UK Power Networks triumphed at the European Contact Centre and Customer Service Awards (ECCCSA) in London this week, beating many household names to win the Large Contact Centre of the year category, plus the silver award for most effective management
Advertisement
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.
Heart of the Customer
NOVEMBER 22, 2022
I’m still on a high from our first-annual Do B2B Better conference, where we celebrated those few customer experience (CX) leaders at B2B and B2B2C organizations whom we can definitively call “Change Makers.” At my opening keynote, I asked participants a question: Why do you do CX? Not “Why does your company have a CX […]. The post Why Do YOU Do CX?
SurveySensum
NOVEMBER 25, 2022
How would you feel if the customer support agent picked up your call and helped you instantly to resolve your issue? . You’ll be glad, right? Every customer wants their issues to get resolved quickly. That’s where CES comes into the picture. CES (customer effort score) is a customer experience metric that gauges the effort put in by the customer to get an issue resolved or perform a task.
SurveySparrow
NOVEMBER 25, 2022
Your customer service plays a massive role in your customer’s satisfaction. That’s a no-brainer. Even when the offerings are excellent, it won’t be enough if the service isn’t exemplary. Ensuring quality customer service, however, is no easy feat, especially when there’s an endless pile of customer requests! Your team hasn’t cleared one request properly, and another 5 pop up, making focusing on one nearly impossible.
Keatext
NOVEMBER 22, 2022
The post Intelcom Successfully Builds a Data-Driven Approach to Customer Satisfaction with Keatext appeared first on Keatext.
Advertisement
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.
Expert insights. Personalized for you.
195 
Let's personalize your content