InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? When most folks think of friction, they probably think of middle school science class. But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Within that context, friction refers to points in the brand experience that can have a long-term impact on customers’ relationship with a business.

Customer Journey 397

Customer Journey Touchpoint Customer Retention Banking 397

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy. What is Occupancy in the Contact Center? Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.

Call Center 109

Call Center Contact Center Multi-Channel Metrics 109

ShepHyken

MAY 18, 2022

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. Or sometimes employees are asked the same question so many times that they get sick and tired of customers asking, and it shows in the way they respond and act.?

Workshop 121

Workshop Customer Service Training Customer Service Presentation 121

Bill Quiseng

MAY 18, 2022

Business leaders are happy because their customers are satisfied. But that’s not good enough. Customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers will leave once they find something better or less expensive. So don’t serve to sell to customers. And don’t serve to satisfy customers. Serve to delight them.

Exceptional Customer Service 88

Exceptional Customer Service Customer Service Training Books Customer Service 88

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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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InMoment XI

MAY 18, 2022

B2B purchasing decisions are complex. They’re financial. They’re political. But more than anything—they’re unpredictable. While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. But it doesn’t have to be that way! To avoid this fate, it’s critical to have a process in place for exploring, analyzing, and improving the buyer experience —win or lose.

B2B 370

B2B Roadmap Sales Demo 370

delighted

MAY 20, 2022

Post contribution by Caleb Elston, CEO and Co-founder of Delighted. Startups are entering a new economic reality where funding rounds are more challenging to secure and consumer spending is rocked by the continued crises of the war in Ukraine, domestic inflation, and a pandemic now well into its third year. More than ever, startups need to pay attention to the amount of investment capital they are spending, and how they prioritize their operating cash.

2022 93

2022 Customer Experience Net Promoter Score 2011 93

Kustomer

MAY 19, 2022

With more than 1 billion users reaching out to businesses across Meta’s messaging services every week, brands have a new priority. They need to deliver the same exceptional service customers expect across the channels customers use most frequently, and do it at scale. It wasn’t long ago that businesses struggled to keep up with the boom in messaging use.

Communication 92

Communication Demo Retail Omnichannel 92

InMoment XI

MAY 14, 2022

What do the shoes you wear, the coffee you drink, and the car you drive say about you? In what ways do your favorite brands help create your personal brand? How do they contribute to fulfilling your individual needs? And how do your shopping dollars help craft—and confirm—your personal identity? Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences.

Brands 370

Brands Loyalty Retail Competitive Advantage 370

Lumoa

MAY 19, 2022

Online shopping has become the norm across a wide range of industries and this practice is still on the rise. Retailers need to assess all of the potential variables impacting the performance of their shopping apps to be successful and customer reviews allow them to collect feedback directly from the source. According to our State of the Shopping Apps Report for 2022, technical variables have a huge impact on customer satisfaction levels – but the list of factors that users take into accou

2022 78

2022 Download Retail Customer Satisfaction 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

Solvvy

MAY 20, 2022

Gratitude. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for! A week ago we announced that we had entered into an agreement to be acquired by Zoom Video Communications , one of the most iconic and innovative companies in the world. And today, it’s official!

Innovation 126

Innovation B2B Financial Events 126

Doing CX Right

MAY 15, 2022

Celia Fleischaker, CMO at Verint, explains how to elevate relationships and customer engagement across channels from marketing, and sales to customer service and support by breaking silos and improving inefficiencies. The post Breaking Silos and Harnessing Data to Improve Customer Experiences appeared first on Doing CX Right.

Customer Experience 85

Customer Experience Sales Customer Engagement Customers 85

InMoment XI

MAY 17, 2022

Even if you don’t work in the HR space, you’ve probably seen the term “The Great Resignation” cross your news feed at least once (or 100 times, more likely). At the very least, no matter what department you operate out of, you’ve seen the unprecedented level of churn the job market is experiencing right now. And that might leave you wondering: what employee must haves are convincing employees to leave their old jobs for new ones?

2022 369

2022 Culture Connections Brands 369

Kustomer

MAY 18, 2022

Artificial intelligence is making a major impact on customer service and shows no sign of stopping. The increased interest is warranted — Forbes contributor Kathleen Walch of Cognitive World said AI is a useful tool that’s improving customer service , enhancing customer loyalty, enabling better brand reputations and allowing customer service agents to focus on tasks of greater value that can bring companies more business.

Magazine 85

Magazine Demo Loyalty Customer Service 85

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

Totango

MAY 17, 2022

Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022. We’ll walk you through what customer relationship management B2B software is, what its benefits are, and a list of the top CRM companies, including the outstanding features and best uses for each.

B2B 82

B2B 2022 Sales Customer Relationship Management 82

Comm100

MAY 20, 2022

Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly.

2021 79

2021 Multi-Channel Consumers Connections 79

ShepHyken

MAY 17, 2022

Creating a Company Culture –. The Disney Way. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie. He is the author of How’s the Culture in Your Kingdom?: Lessons from a Disney Leadership Journey. He shares how a sustainable culture that inspires loyalty from employees and customers.

Culture 73

Culture Leadership Consulting Loyalty 73

Kustomer

MAY 19, 2022

No matter what line of business you’re in, it’s critical to pay attention to the quality of your customer service delivery if you want to keep your customers happy. Read on to find out how much of a difference quality customer service can make — and how you can start taking action today. Quality Customer Service, by the Numbers. The importance of delivering good customer service becomes all the more significant when it’s quantified.

Customer Service 84

Customer Service Net Promoter Score Customer Care Metrics 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

SaleMove

MAY 20, 2022

Zero phone calls may be a stretch, but 84% of all customer interactions start online—on the customer’s screen. Shouldn’t the entire interaction stay there? The post Imagine a World of ZERO Customer Service Phone Calls appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 83

Customer Service Blog Interaction Customers 83

Helpware

MAY 17, 2022

When strategizing to retain and acquire new customers, you may not consider upgrading your team's customer service skills. Not prioritizing this improvement can be a major mistake. Regardless of the quality of your product, customers are more likely to recall the interaction they experienced with your business. Every one of these interactions has the potential to either make or break a customer’s loyalty to you.

Customer Service 77

Customer Service Loyalty Interaction Customers 77

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. She writes about customer loyalty and why your team should care about your brand’s Net Promoter Score. Remember the last time when you bought a new phone, trainers, or cosmetics?

NPS 76

NPS Net Promoter Score Customer Service Loyalty 76

Thematic

MAY 19, 2022

The role of product ops is still relatively new, but it’s fast becoming essential to growing product teams and product-led companies. Product ops can be thought of as a role (or team) within an organization, as well as a skill product professionals can develop. The operational and time-consuming tasks that are/were traditionally part of the product manager workload now fall within the remit of product ops.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

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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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Merkle

MAY 20, 2022

As we discussed in our last post , once your organization has an identity of a customer developed and can update customer profiles in real time as new engagements happen, you can watch the journey progress and build through marketing efforts.

Customer Journey 105

Customer Journey Management Customers Engagement 105

CSM Magazine

MAY 18, 2022

Improving your customer service can have a whole range of benefits to your business. But which elements should you focus on? Here are 5 key areas of customer service you should consider improving. 1. Email. Are your email addresses easy to find online or on customer documents? If customers are trying to contact you, it is likely that something has gone wrong, so ensure that finding your contact details does not frustrate them further.

Customer Service 105

Customer Service 2025 Customer Service Representative Document 105

Interactions

MAY 20, 2022

Because of the regulated nature for many utility providers, customer retention is often not top of mind. But CX still matters– customers have grown to expect fast, convenient, and conversational service in multiple channels. The Prime Effect, explains how the immediate, or instant gratification of working with brands like Amazon, have had a massive impact on customer preferences and expectations.

2022 62

2022 Consumers Customer Retention Technology 62

Beyond Philosophy

MAY 19, 2022

We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . We discussed this idea of subscriptions on a recent podcast. I got interested in it because it involves my favorite company: Apple.

Consumers 88

Consumers Download Consulting Presentation 88

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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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