InMoment XI

JANUARY 18, 2022

It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. This is where InMoment’s newest report comes in.

2022 493

2022 Measurement Entertainment Hospitality 493

InMoment XI

NOVEMBER 25, 2021

Who doesn’t want to be able to predict the future for their customers, employees, and business? In the world of customer experience, predictive modelling means using data to predict the future needs, wants, and behaviours of your customers and employees. Bringing Employee and Customer Churn Prediction to Life.

Customer Retention 493

Customer Retention Insights Customers Consumers 493

InMoment XI

DECEMBER 15, 2022

Digital experience trends are the new road maps of modern day business. Think of digital experience trends being the new maps application in your business. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them. Tune in below!

Social Media 529

Social Media Metrics Customer Journey 2019 529

Experience Investigators by 360Connext

DECEMBER 15, 2023

Yet if employees, partners, and others only hear about customer experience as a one-time or even once-per-year thing, how are they supposed to really understand and see its possibilities? It’s part of their internal communications and employee engagement rhythm. When was the last time you shared this with your employees?

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

InMoment XI

DECEMBER 30, 2021

Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” To inspire you and your team’s efforts to improve experiences—for customers, employees, and beyond—we’ve pulled together a quick recap of our latest and most viewed CX strategy webinars. What are you doing with it?

Webinar 493

Webinar Metrics Touchpoint Customer Journey 493

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. We have a revolutionary tool that we’d like to share, one that has helped businesses large and small navigate this space.

Social Media 260

Social Media Insights Metrics Loyalty 260

InMoment XI

NOVEMBER 8, 2023

By capturing unsolicited feedback, identifying dissatisfaction, and closing the loop with unhappy customers, businesses can fulfill the requirements of an IDR system. ” This deeper understanding allows firms to address underlying issues and communicate solutions back to customers.

Voice of Customer 260

Voice of Customer Financial Customer Centricity 2021 260

InMoment XI

OCTOBER 26, 2022

When you break down those silos and create channels of communication across departments, your business will see more success in the areas that matter most! The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. 2: Increase Experience Awareness.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

InMoment XI

JANUARY 4, 2023

Welcome back to the XI Café Podcast! Katie shares how CSC relaunched its CX program to transform the business from the inside out—this includes growing the CX team and launching a series of external and internal initiatives to increase member engagement, leading to a tangible uplift for the entire organisation and its members.

Engagement 439

Engagement Customer Engagement Innovation Technology 439

InMoment XI

JANUARY 10, 2022

It’s popular to believe that COVID-19 created the unprecedented employee exodus we’ve all come to know as The Great Resignation. What’s at the Root of the Struggle with Employee Retention? A Quick Note on Employee Burnout, Disengagement, and the Like. 3 Elements of Holistic Employee Engagement.

Engagement 493

Engagement Employee Experience Connections Brands 493

InMoment XI

APRIL 7, 2022

To answer this question, we need to remember that over the last 20 years, the word “data” has been seen by many organizations as a prescription for any business, technology, or marketplace problem. The answer to that question is more complicated than conventional wisdom would have you believe. Where the Drive for Data Came From.

Connections 529

Connections Customers Insights Loyalty 529

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders need to present strong business cases for every step of their journey. But, leaders, take a deep breath!

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

ShepHyken

MARCH 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? Creating an exceptional customer experience is essential for businesses.

Culture 80

Culture Wireless Customer Satisfaction Employee Experience 80

InMoment XI

NOVEMBER 4, 2021

No matter where you’re at, CX program goals need consistent tweaking to be aligned to greater business initiatives. And with the proper alignment, your company can drive better decisions that will positively impact your customers, employees, and bottom line. Do yourself a favor and take a step back.

ROI 529

ROI Leadership Customer Experience Information 529

ShepHyken

APRIL 23, 2024

Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. Regardless, it made me think that what looks good on the outside may not be so good on the inside. Unfortunately, there are businesses that fall into the same category as my friend’s automobile.

Customer Experience 88

Customer Experience Customer Service Training Workshop Advertising 88

InMoment XI

DECEMBER 23, 2021

Every holiday season, we at team InMoment like to look back and reflect on what we’ve learned about employee and customer Experience Improvement, and then put those top learnings into a “cheat sheet” of sorts for our readers. Your Path to Employee & Customer Experience Improvement Success. You’ve come to the right place!

2022 529

2022 Customer Experience Feedback Brands 529

InMoment XI

FEBRUARY 24, 2022

We know that customer experience can be a tough sell—after all, your business has so many priorities! But when your CX team has the c-suite’s backing, many organizational walls are broken and it becomes easier to demonstrate the insurmountable value that a successful CX program produces for a business. Stories, stories, stories.

Metrics 493

Metrics ROI Presentation Webinar 493

InMoment XI

OCTOBER 17, 2023

It simply means that in order to meet the needs of your customers and your business, you need to consistently evolve your program according to new circumstances and objectives. On the other hand, your business goals may be to increase customer tenure or lower cost to serve. Why Refresh Your Customer Experience Program?

Customer Experience 493

Customer Experience Net Promoter Score ROI NPS 493

BlueOcean

NOVEMBER 13, 2023

And many businesses feel pressure to predict the where, when, and how of their customer interactions. CallMiner presents a straightforward, and deeply insightful, overview of what VoC analytics can look like and how that insight plays a role in your business strategy. Keep your finger on the pulse of the industry.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Experience Investigators by 360Connext

FEBRUARY 1, 2022

I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. Your CEO understands how important customer experience is to the success of your organization. Your CEO wants the organization to succeed.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

BlueOcean

NOVEMBER 29, 2023

The fact that silos are the enemy of business success is nothing new. That they happen anyway is one of the biggest business challenges a leader must navigate. At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

BlueOcean

APRIL 20, 2023

I first met Sean back in June of 2022 when he was awarded the title of Best Contact Center Executive at The Contact Center World Awards in Orlando, Florida. The win came as no surprise—Sean is one of the most authentic, engaging, and hilarious people I’ve ever met in this business. When you start a business, it’s a 24/7 endeavor.

Contact Center 156

Contact Center Culture 2013 Airlines 156

Experience Investigators by 360Connext

JANUARY 18, 2022

A business discipline. And customer experience management requires a thorough approach to training and education for all employees. Let’s consider how Customer Experience is often introduced at many organizations using an imaginary employee — we’ll call them Pat. Why does Customer Experience Training Matter?

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. The same thing happens with employees inside an organization. It stormed.

Workshop 143

Workshop Customer Service Training Customer Service Connections 143

ShepHyken

DECEMBER 26, 2023

Many, if not all, will apply to you and your business. I often joke about a company that took four days to get back to me with an answer. Be more consistent – I’m surprised when employees of the same company have different answers to the same question. Be more convenient – Convenience is about being easy to do business with.

Customer Service 155

Customer Service Workshop Customer Service Training Connections 155

ShepHyken

SEPTEMBER 26, 2023

And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. Now, let’s switch to the business on the receiving end of the customer’s disappointment and anger and discuss the problem. So, be friendly but stern.

Customer Service 134

Customer Service Social Media Workshop Customer Service Training 134

TechSee

AUGUST 14, 2023

We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ShepHyken

OCTOBER 3, 2023

Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. He left the store and came back with a rifle. According to an employee, “It wasn’t even a 10-minute wait when he came in with his gun.

Workshop 150

Workshop Customer Service Training 2021 Customers 150

ShepHyken

JANUARY 3, 2024

TAKE ACTION: Sit down with your team and discuss their favorite companies to do business with inside and outside your industry. The employee experience (EX) drives a better customer experience (CX). The employee experience (EX) drives a better customer experience (CX). Happy New Year! What’s 2024 going to be like?

2024 92

2024 Customer Service Workshop Customer Service Training 92

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. Do you want to experience a transformation in business performance by enhancing your back-office operations? According to research by Aberdeen Group , companies that update their back office experience a 2.8x

Financial 52

Financial Competitive Advantage Loyalty Customer Satisfaction 52

ShepHyken

DECEMBER 28, 2022

And if you’re not available, go back and read No. And if you’re not available, go back and read No. Treat employees the way you want customers to be treated. How employees are treated will be felt on the outside by customers. . Give back to your community or contribute to a cause. Manage the first impression.

2023 130

2023 Fashion Customer Service Training Reference 130

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Have we considered current research showing that at-home employees are more satisfied than those required to go into an office?

Call Center 98

Call Center Contact Center Culture Engagement 98

Micah Solomon

OCTOBER 9, 2018

In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. Train your employees to handle unhappy customers–and to win them back when things go wrong. Here are three ways to reach Micah: email, chat, web).

Customer Service 264

Customer Service Customer Experience 2005 Hospitality 264

Customer Bliss

JUNE 9, 2021

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. For example, by refusing to open their stores on Black Friday, REI’s CEO took a stand to inspire employees and the marketplace by deciding how they would and would not grow.

Leadership 288

Leadership Books Hospitality Customer Relationships 288

Customer Bliss

JANUARY 17, 2020

That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life? CX Click To Tweet.

Chief Customer Officer 327

Chief Customer Officer Banking ROI Blog 327

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee. Know Your Guardrails.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

ShepHyken

JANUARY 4, 2023

Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers.

2023 134

2023 Customer Service Customer Experience B2C 134