Team Support

JUNE 29, 2023

Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. When they do, businesses can use that momentum to enhance customer satisfaction, build stronger customer relationships, and drive business success.

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score Customers 97

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service.

Customer Service 202

Customer Service Customer Service Representative Contact Center Technology 202

ClearAction

JUNE 25, 2023

CX Growth in Strategic Plans Lynn Hunsaker Is CX growth in your strategic plans? Is customer experience (1) a determinant or (2) a subset of corporate strategy, or (3) is it unrelated? If you define “customer experience” as nice-to-have programs, or a department, or interactions, your answer may be “2” or “3” However, in my 5-year study of B2B CX practices, “1’s” have higher financial results.

E-support 62

E-support Leadership B2B Demo 62

Lumoa

JUNE 26, 2023

A marketing strategy with an 89% retention and an even better purchase rate – sounds unreal, right? But with an omnichannel marketing strategy, these numbers are quite achievable. In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. For example, Target, one of the top US retail chains, improved its pickup sales with an omnichannel campaign.

Omnichannel 83

Omnichannel Customer Experience Net Promoter Score Social Media 83

Advertisement

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

Interactions

JUNE 29, 2023

It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. Today that means harnessing the power CX technology and human interaction. This hybrid approach combines the efficiency and convenience of AI-driven solutions with the empathy and understanding that human agents provide.

Interaction 62

Interaction Technology Customer Service 2023 62

Bill Quiseng

JUNE 28, 2023

For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients.

Healthcare 165

Healthcare Hospitality Social Media Financial 165

Experience Investigators by 360Connext

JUNE 27, 2023

❔"Many times, we will get feedback from our customers about a pain point. We'll map their journey, identify opportunities for improvement and even implement changes. But then what?"❔When making changes to better the customer experience, we want to make sure they are actually working for our custo.

Communication 143

Communication Measurement Feedback Customer Experience 143

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy. My friend Norman Beck loves BBQ, too. Living in Texas, he’s also exposed to some of the best BBQ in the world, although I’ll argue it’s second to St.

Workshop 121

Workshop Customer Service Training Touchpoint Customer Service 121

BirdEye

JUNE 28, 2023

According to research, over one-third of potential clients start their attorney search online. More than ever, attorneys need to pay attention to the online space, especially sites like Avvo, where prospective clients can search for and find trustworthy attorneys nearby. If you’re looking to get more Avvo reviews, boost your Avvo rating, or wonder whether it’s worth claiming your Avvo profile, here’s what you need to know.

Information 98

Information Demo Management Customer Experience Management 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

SurveySparrow

JUNE 26, 2023

Artificial Intelligence (AI) has transformed the way businesses approach various areas of operation and customer experience tools are no exception. With the latest AI-powered survey tools, creating and analyzing surveys has become easier and faster, enabling businesses to obtain valuable insights from customers, employees and other stakeholders. SurveySparrow’s latest offering, the AI Survey feature, generates surveys in seconds thus saving organizations time and effort.

Feedback 93

Feedback Customer Relationship Management Insights Innovation 93

Kate Nasser

JUNE 25, 2023

Leaders, Do your employees think it's too much trouble to sustain customers? Look for these actions. Kate Nasser, The People Skills Coach™ Author, Leading Morale The post Sustaining Customers: Do Your Employees Think It’s Too Much Trouble? #CX appeared first on KateNasser.com.

Customers 88

Customers Customer Care Leadership Customer Service 88

IntouchInsight

JUNE 29, 2023

Mystery shoppers, secret shoppers, silent shoppers…they are known by many names, but who are these shoppers shrouded in enigma? And what exactly do they do? Mystery shopping is a form of market research. Over the last 80 years, it has only grown in popularity as it has been fuelled by technological advancements.

Technology 117

Technology Marketing Measurement Customer Experience 117

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

Seminar 78

Seminar Customer Centricity Culture Metrics 78

Advertisement

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.

Customers

ShepHyken

JUNE 26, 2023

Top Takeaways: You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experience are two different silos. The better way to look at it is that they are two sides of the same coin because we need to work on both. The first 100 days are the most important time in the entire relationship with an employee.

Employee Experience 62

Employee Experience Travel Culture Loyalty 62

BirdEye

JUNE 30, 2023

Google Shopping List makes it super easy to jot down a quick list of items you want to buy before heading out of the house. And the genius part is you don’t have to lift a finger to make your grocery list. It integrates seamlessly with Google Assistant so you can use voice commands to add items to Google Shopping List hands-free. Let’s explore how to leverage Google Shopping List to streamline your shopping experience.

2022 98

2022 Management Customer Experience Management Blog 98

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Faster payments : increased trust and value, less burden on customers. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc.

Leadership 62

Leadership ROI 2006 2024 62

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. And if you're looking for ways to upskill, I've shared a couple of learning resources at the end of this post.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

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

C3Centricity

JUNE 29, 2023

In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices.

Feedback 90

Feedback Social Media Customer Centricity Engagement 90

MyCustomer

JUNE 29, 2023

Representation of the LGBTQ+ community in marketing has progressed significantly in recent years, with brands showcasing their support through

Customer Experience 106

Customer Experience Brands Marketing Customers 106

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. By experience management, we mean the full spectrum of customer, partner, and employee experience managers (CX+PX+EX = XM experience management).

Leadership 62

Leadership 2008 Touchpoint Employee Experience 62

Thematic

JUNE 27, 2023

Atlassian is a leading software company creating tools that enhance collaboration, productivity, and ultimately customer experience. You may know Atlassian best through our flagship Jira brand, Confluence, and Trello. We serve professionals in software development, IT management (think raising a ticket with IT) and other project management needs. We have over 250,000 customers who use our products.

Feedback 62

Feedback Customers Insights User Experience 62

Advertisement

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

Beyond Philosophy

JUNE 24, 2023

You wouldn’t think to look at it that The Magic Castle hotel in Los Angeles has been ranked in the top ten hotels on TripAdvisor, but it has. A converted apartment building has turned its unassuming appearance into an excellent experience for its guests, and how they do it isn’t that big of a thing, quite the opposite. It’s the little things make a big difference in their customer satisfaction.

Hotels 78

Hotels Customer Satisfaction Customers Connections 78

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Zenarate , the leading natural language AI Simulation Training solution for customer and prospect-facing agents, today announced it closed a $15M funding round led by Boston-based growth equity firm, Volition Capital.

Telecommunications 59

Telecommunications 2023 Insurance Healthcare 59

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. — Sound familiar? Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. – Techcrunch As a marketing expert, your goal is not just to attract customers but also to keep them satisfied and loyal.

Customer Satisfaction 52

Customer Satisfaction Insights Marketing Exceptional Customer Service 52

SurveySparrow

JUNE 30, 2023

Ever wondered what happens when a sprinkle of imagination, a dash of creativity, and a whole lot of laughter come together? Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. Now, we won’t be donning capes or fighting villains. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear.

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

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

Contact Center