InMoment XI

AUGUST 9, 2022

How do you respond when someone asks, “Are you doing okay today?” What if someone asked, “How do you feel today?” Most likely, you would answer these two questions slightly differently. One question asks you just generally how you feel while the other implies that you might not be doing well in the first place, so you might answer differently. There was bias in the wording of one question while the other stayed more open-ended.

Feedback 493

Feedback Net Promoter Score Customers Insights 493

Experience Investigators by 360Connext

AUGUST 9, 2022

Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. The list includes simple yet timeless ideas, like: Think Win-Win — Collaborate more effectively by building high-trust relationships. Seek First to Understand, Then to Be Understood — Influence others by developing a deep understanding of their needs and perspectives.

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

Beyond Philosophy

AUGUST 11, 2022

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. It turns out I am not alone in my assessment. Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

Daniel Group

AUGUST 11, 2022

A Tale of Two Customer Feedback Responses. How do you feel about a company after they respond to you about your feedback? Heard? Appreciated? You might even feel more loyal to that company. But what about when the company ignores your feedback? It doesn’t feel so good. Unfortunately, companies often fail to respond to the feedback they asked for in the first place.

Feedback 102

Feedback Fashion Customers Loyalty 102

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation. What Is B2B Customer Segmentation? B2B customer segmentation is a method of dividing business clients into categories based on selected characteristics.

B2B 101

B2B Customer Journey Mapping Social Media Net Promoter Score 101

eGain Blogs

AUGUST 12, 2022

We have put together our North America event after a gap of two years. And we are glad to say that eGain Solve 22 Conference is an industry event unlike any other. We are not just inviting you to attend it with us at MGM Grand on the Las Vegas Strip, but also providing you the reasons that will convince your boss that you made the right decision! 1.

Demo 87

Demo Contact Center Events Workshop 87

SaleMove

AUGUST 12, 2022

Ramping up Digital Customer Service doesn't mean losing the human element. With the continuous engagement of DCS, you can strengthen customer relationships. The post Strengthen Customer Relationships With Digital Customer Service appeared first on Glia Blog | Digital Customer Service Explained.

Customer Relationships 94

Customer Relationships Customer Service Customers Blog 94

Comm100

AUGUST 10, 2022

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. Just like any new technology that disrupts an established industry, the benefits of chatbots are far-reaching. With unlimited capacity and availability, chatbot benefits go well beyond adding a little automation. .

Customer Service 86

Customer Service ROI Customers Consumers 86

Kustomer

AUGUST 12, 2022

Quick responses, personalization and empathy are must-haves for the NOW Customer , the consumer who sets their expectations for on-demand experiences on best-in-class companies like Amazon. Just as Amazon Prime has transformed eCommerce, apps like Uber Eats, Seamless and DoorDash have changed consumer expectations for online food ordering services. However, what remains the same is that consumers want orders filled quickly and want them right the first time.

Customer Experience 98

Customer Experience Loyalty Customer Journey Touchpoint 98

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

delighted

AUGUST 10, 2022

Every business wants loyal and satisfied customers. The reality? Every business loses once-loyal and no-longer-satisfied customers for one reason or another. Customer churn is an inevitable part of running a company – but by measuring it, understanding it, and taking action to improve it, you can turn lost customers into opportunities. And by collecting customer experience data, you can also learn to anticipate when customers are thinking of leaving and work to proactively repair the relationshi

Measurement 85

Measurement Net Promoter Score NPS Customer Journey Mapping 85

Joe Rawlinson

AUGUST 12, 2022

According to a survey, 68% of marketers say social media helped them generate more leads. The figure highlights how effective generating leads from social media can be with the right strategies. The big question becomes, what are the best tactics to generate leads from Facebook, Instagram, YouTube, and other platforms to support your social media marketing efforts?

Social Media 78

Social Media Marketing Fashion Books 78

Playvox

AUGUST 11, 2022

Chat is a powerful tool for business growth, allowing businesses to communicate directly with their customers. It means you can quickly and easily offer customer support, engage with users, and use it for lead generation. Chat lets agents communicate directly with customers, as well as track and solve questions and issues. It can build a valuable bank of data to inform business decisions moving forward, based on information that comes directly from users.

Insights 83

Insights Article Contact Center 2022 83

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. As consumers have adapted to digital technologies for communication in their personal lives, their preference for digital communication channels has crept into the customer service space.

Customer Service 81

Customer Service Social Media Books Return on Investment 81

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. The last thing you want in your business is to face an increased number of customer support tickets. .

Omnichannel 69

Omnichannel Social Media Customer Journey Mapping Customer Journey 69

Interactions

AUGUST 12, 2022

This time of summer reminds me of my mad dash to do the required reading before the start of the school year. I promise I did read all of those books, but it helped to have the Cliffs Notes versions nearby to refresh my memory of important details. Similar to my required reading during the years I was in school, Conversational AI is complicated and can require some brushing up of details.

Virtual Agent 71

Virtual Agent Technology Interaction Books 71

Playvox

AUGUST 8, 2022

In spring 2021, roughly one year into the COVID-19 pandemic, an unprecedented change occurred in the workplace. There was a mass exodus. Quit rates skyrocketed as workers gave notice and set out to find greater satisfaction in their livelihoods, pursue higher wages, and discover their true professional purpose. In April 2021, a record 4 million Americans quit their jobs.

Contact Center 78

Contact Center 2022 2021 Leadership 78

The DiJulius Group

AUGUST 8, 2022

The Journey to Insatiable Curiosity About Controversial Issues When I was younger, I only wanted to spend time socially with people having the same common interests as I had, customer service and baseball. Not very broad. I wasn’t trying to avoid difficult topics, per se. I just hated the thought of spending even a few. Read Full Article. The post The Best Ted Lasso Clip / The Power of Insatiable Curiosity / How to Have a Good Conversation on Divisive Topics appeared first on The DiJulius

Article 107

Article Customer Service Customers 107

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

ShepHyken

AUGUST 10, 2022

We’ve all experienced it. We’ve called the customer support line, and a pre-recorded message answers stating, “Press one for this, two for that, etc., etc. Well, it happened to me again – the third time this week – and this is how it went down. . I listened to the prompts. I was at number four, thinking this one might be it, but I wasn’t 100% sure, so I kept listening.

Customer Service Training 67

Customer Service Training Customer Service Information Technology 67

ChurnZero

AUGUST 12, 2022

This is it. The moment you’ve been waiting for. Can we get a drumroll, please? We’re thrilled to announce our speaker and session agenda for BIG RYG 2022, the Customer Success leadership summit in Washington, D.C. on October 12-13, 2022. This two-day event features a unique program of hands-on 90-minute workshops, panel discussions, keynote addresses, and breakout sessions led by an incredible lineup of industry veterans and trailblazers.

2022 98

2022 Workshop Leadership Events 98

BirdEye

AUGUST 12, 2022

Your customer’s online shopping experience matters now more than ever. After all, more than 70% of shoppers say their purchase decisions come down to how well they interact with a retailer’s website. That’s why today’s thriving local businesses are making use of a website payment gateway — providing customers with a quick, simple, and secure way to pay for a positive shopping experience from beginning to end.

Banking 98

Banking Retail Social Media Sales 98

Inbenta

AUGUST 11, 2022

Inbenta is happy to report that the company has been included in the “Hot Vendors” profiled in the Hot Vendors in Conversational AI, 2022 report by Aragon Research, Inc. (July 2022). The report provides an overview of the latest advancements in conversational AI and identifies four vendors that are making an impact in the market. Natural language is the mode of communication that unites all humans.

2011 64

2011 2022 Travel Loyalty 64

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

ShepHyken

AUGUST 9, 2022

Customer Support Vs Customer Success. Building Customer Relationships After the Deal is Closed. Shep Hyken interviews Sam Cummings, award-winning Customer Success Manager, Data Scientist, and co-founder of Data Plant. He shares how companies can empower their teams to provide value, create great experiences, and build customer relationships. Top Takeaways: What is the difference between customer support and customer success?

Travel 62

Travel Customer Success Customer Relationships Customer Retention 62

Feedbackly

AUGUST 10, 2022

Customer experience is paramount for a brand’s growth and success. It helps you differentiate your product or service from the rest. Businesses are now.

Customer Experience 98

Customer Experience Customers Feedback Insights 98

BirdEye

AUGUST 8, 2022

You probably use Google as your primary search engine, but did you know Bing is the second most popular? Though it has a smaller market share, there are plenty of people who use Bing regularly – and as a business owner, you don’t want to ignore it. In this article, we’ll show you how to create a business listing on Bing. Table of contents What is Bing?

2009 98

2009 Advertising Hotels Management 98

MyCustomer

AUGUST 9, 2022

We’re midway through yet another topsy-turvy year. Or two. Or… actually… at this point it doesn’t matter how long it’s been. Because while. 18th Aug 2022 Managing CX means managing for change. By Michael Hinshaw Founder and President.

Management 87

Management 2022 Customer Experience Customers 87

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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