InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars.

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ShepHyken

DECEMBER 29, 2021

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client. There was a longer than usual line, and some of the customers were becoming frustrated. Apparently, the internet was down so they couldn’t ring up sales.

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Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. On the other hand, the more customers you can retain, the more revenue you gain from new customers you acquire, and the more your profit margins grow.

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Net Promoter Score Roadmap Seminar NPS 96

InnerTrends

DECEMBER 30, 2021

How To Use Company-Level Data for User Onboarding and Engagement. Join guest speaker Jane Portman, Co-Founder of Userlist and host Claudiu Murariu, CEO and Co-Founder of InnerTrends , as they dive into an insightful conversation about company-level engagement: how SaaS companies and tools can implement company-level data, the problems that can arise when it is neglected, and easy solutions that you can apply when getting started.

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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

InMoment XI

DECEMBER 27, 2021

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. And whether we’re making a change to the website, opening a new store, or debuting a new product, that prediction will either be right or wrong. When we’re wrong, or surprised, it can be easy to feel like we have failed.

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Totango

DECEMBER 26, 2021

Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization. Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . 5 Ways to Fight Burnout.

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Customer Success Sports Workshop Customers 103

BirdEye

DECEMBER 29, 2021

If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later). For now, here’s a fun fact – the first credit card reader was created in 1979, and the majority of terminals today still use that original technology. They run a transaction and print a receipt — that’s it.

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Wireless 2023 Sales Connections 98

NICE inContact

DECEMBER 28, 2021

Do you wish you had a crystal ball that would tell you what 2022 has in store for your contact center? We're not fortune tellers, but we do have plenty of insights about what lies ahead.

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Insights Contact Center 2022 Customer Experience 93

ShepHyken

DECEMBER 27, 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. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Missions Media) Before Yelp and Google, if you had a bad experience at a business, you might mention it in passing to your family or friends, promise never to return to the place that mistreated you and then

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2021 Article Customer Service 2001 73

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 automation to revolutionize outdated call review processes!

Customer Experience

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap. First, we’ll consider why being customer-centric with your product development is so important in today’s digitized economy.

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BirdEye

DECEMBER 29, 2021

If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later). For now, here’s a fun fact – the first credit card reader was created in 1979, and the majority of terminals today still use that original technology. They run a transaction and print a receipt — that’s it.

Wireless 98

Wireless 2023 Sales Connections 98

CSM Magazine

DECEMBER 28, 2021

Lezli Harrell, Vice President at COPC Inc., takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” It’s been around a long time but it’s being put into practice more today than ever. Leading this effort is the increased role that customer experience (CX) plays as a key differentiator, particularly with increasing competition and customer expectat

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Engagement Customer Experience Culture Government 59

Beyond Philosophy

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. Understanding how the customer behaves digitally by combining the power of artificial intelligence (AI), data, and behavioral science is imperative to turn this around.

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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.

Customers

Heart of the Customer

DECEMBER 30, 2021

Last week, I spotlighted some of our best tech-related posts from 2021. This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact. We know we can do this by improving the experience for customers, but to […]. The post ICYMI, Part 2: 2021 Impact Roundup appeared first on Heart of the Customer.

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SaleMove

DECEMBER 28, 2021

We look back on the top articles of 2021 and how Digital Customer Service has reshaped the customer experience and improved service delivery. The post 2021: Prioritizing Customer and Rep Experience appeared first on Glia Blog | Digital Customer Service Explained.

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CSM Magazine

DECEMBER 28, 2021

Customer service videos build brand equity by engaging customers and answering questions about minor issues. These videos free up time for you and your support team to focus on more pressing issues that may require more technical expertise to handle. While video marketing could be part of a solid marketing strategy — and generate 49 percent more revenue than teams who don’t — videos are also a better way to pass across information that sticks.

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Beyond Philosophy

DECEMBER 25, 2021

Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? It’s true, and you can’t blame it all on COVID, although there is some blame to be cast there. Per the American Customer Satisfaction Index (ACSI), only 30 percent of companies tracked by ASCI improved their score; that means 70 percent didn’t, and that’s alarming.

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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

The DiJulius Group

DECEMBER 29, 2021

It is no wonder why companies want to lead their industry in customer experience (CX). CX leaders grow revenue faster, charge more for their products and services, and enjoy higher retention of customers and employees. CX has now replaced marketing when it comes to creating a brand perception and it requires a skillful professional to. Read Full Article.

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Article Brands Customer Experience Marketing 83

SurveySensum

DECEMBER 29, 2021

What is Customer Segmentation? . Why segment your customers? Types of customer segmentation. How do you segment customers – Step by Step. How does customer segmentation improve marketing? Difference between customer segmentation and market segmentation. Why should you choose SurveySensum for customer segmentation? You should always brainstorm ideas and strategize your business activities according to your customers.

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Education Services Group

DECEMBER 28, 2021

What a year, what a year. After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry matures and more businesses harness the benefits of Customer Success. I asked our team to weigh in on what they predict for the future of Customer Success in 2022.

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ClientSuccess

DECEMBER 28, 2021

As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched information to your customers. Your CSMs can be more confident and prepared for their upcoming business reviews by following these steps to prepare for customer business reviews: 1.

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Presentation 2021 Webinar Customers 79

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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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Feedbackly

DECEMBER 30, 2021

What is brand equity? Why is it important for your business? What does CX have to do with it? Brand equity refers to the.

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CSM Magazine

DECEMBER 31, 2021

When potential customers are checking the games library before playing online bingo, good customer service reviews cannot be underestimated. But it’s not only good reviews you should be aiming for. providing an outstanding experience for all players should be your number one goal. There are many reasons why newbies need help from bingo customer service and the most common issues include bonus conditions, withdrawal issues, and software problems.

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ProProfs Chat

DECEMBER 30, 2021

If you are confused about who your customers are and what they really need, psychographic segmentation can help. It divides customers based on their psychological traits – preferences, personality, lifestyle, and beliefs, and gives you a sneak peek of their thought processes. . In this blog, we have covered everything about psychographic segmentation to help you understand your customers better.

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BirdEye

DECEMBER 29, 2021

For years, most businesses have been limited to being fixed in place. In-store customers paid at counters with cash, credit, and debit cards. Even though the technology slightly changed over time, the “where” remained the same. Some businesses operated on the go, but accepting payments electronically wasn’t practical. The pandemic caused that to change, fast.

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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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