InMoment XI

OCTOBER 5, 2022

They are the ones on the front lines interacting with customers each and every day. They become passionate advocates who positively affect the customer experience. Focus: Ensure that employees are focusing on the right things to drive a positive customer experience.

Feedback 493

Feedback Customer Centricity NPS Definition 493

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customers were able to pick out their produce again at the grocery store. That’s where customer experience leaders can lean in and really lead in this new year. It’s time to wrap up another year.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

InMoment XI

AUGUST 8, 2023

In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. Use these tips to deliver excellent experiences for your customers while demonstrating that their voice is being heard! Read the full Pizza Hut customer story today! #3. Make Surveys Shorter.

Net Promoter Score 580

Net Promoter Score Customer Service Representative Feedback Touchpoint 580

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. . Measurable.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Zonka Feedback

DECEMBER 18, 2023

In the realm of customer service, the frontline staff serves as the face of a business. Their interactions with customers are important in shaping perceptions, loyalty, and overall satisfaction.

Customer Service 59

Customer Service Feedback Customer Experience Customer Centricity 59

InMoment XI

JULY 12, 2022

It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. Sharing What Matters with Frontline Employees. The Frontline Insights Universe. Metrics, metrics, metrics.

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

BlueOcean

FEBRUARY 25, 2019

Instead, creating a consistent, differentiated experience is everything. And what we’ve discovered over the years is that empowering your agents to deliver these kick-ass customer experiences is the best way to delight your members and subscribers time and time again. Engaging Your Frontline Agents. So, what does it take?

Customer Experience 290

Customer Experience Contact Center 2019 Customer Care 290

InMoment XI

MAY 10, 2022

Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences , all while upholding the brand’s values. So how can companies encourage frontline staff to “act like owners” in their interactions with customers?

Leadership 260

Leadership Culture Brands Interaction 260

InMoment XI

JANUARY 25, 2022

Culture is fundamental to an employee’s sense of purpose and belonging, so see whether that word is cropping up in feedback from current and former workers. Element 2: Customer-Focused Processes. Another element that’s key to employee satisfaction is the chance to make a difference for customers. A Closer Look.

Engagement 529

Engagement Culture Document Employee Experience 529

Experience Investigators by 360Connext

JANUARY 10, 2023

Customers are happier than they’ve ever been , and you know that because their feedback shows it. Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Overall, customer experience is no longer just talk at your organization. How did this happen?

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

InMoment XI

FEBRUARY 6, 2024

Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. Answering a complaint on social media can increase customer advocacy by 25%.

Social Media 260

Social Media Marketing 2023 Advertising 260

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 247

Customer Experience Lifetime Customer Financial Culture 247

InMoment XI

APRIL 24, 2024

From appointment scheduling to medical inquiries, these centers serve as the frontline of patient engagement, offering a myriad of benefits for both healthcare providers and patients alike. If you aim to enhance experiences across all interactions, InMoment’s XI Platform offers support for over 41 languages and dialects.

Contact Center 260

Contact Center Healthcare Insurance Social Media 260

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

InMoment XI

JANUARY 20, 2022

When it comes to collecting feedback, of course we want to hear what our actual customers have to say about their experience. Without a transaction, these non-purchasers won’t receive an invitation to take a survey—but, their experience is just as important to listen to and understand. It is far too valuable to ignore!

Feedback 260

Feedback Retail Connections Brands 260

InMoment XI

MAY 14, 2022

Over the past few decades, InMoment has collected and analyzed feedback from billions of customer experiences. So, Why Do Customers Choose Their Favorite Brands? Most brands have formalized listening channels to track customer satisfaction in real time. How do they contribute to fulfilling your individual needs?

Brands 493

Brands Loyalty Retail Competitive Advantage 493

Experience Investigators by 360Connext

SEPTEMBER 15, 2020

Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article. There is no doubt the experience employees have, how engaged they are, and how well prepared they are has a direct impact on customer experience.

Touchpoint 162

Touchpoint Employee Experience Customer Experience Brands 162

InMoment XI

MAY 18, 2022

What Is Friction in the Customer Journey? But if you’re a customer experience professional, “friction” is probably a term you’ve heard whenever your teammates talk about reducing customer churn. Touchpoint Impact Mapping is a innovative way of understanding the moments that matter to customers.

Customer Journey 529

Customer Journey Touchpoint Customer Retention Banking 529

InMoment XI

APRIL 3, 2024

And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. What Is Digital Experience?

Customer Expectations 260

Customer Expectations 2024 Touchpoint Omnichannel 260

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? CXO stands for Chief Experience Officer.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Thematic

JUNE 13, 2023

But only 14% of marketers feel customer experience is their strongest company trait. You already know you need an amazing customer experience (CX) to keep retention high. With the right Voice of Customer tools in place, the answers are at your fingertips. VoC tools allow you to gather customer feedback.

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

CloudCherry

SEPTEMBER 26, 2018

Predictive analytics offers a unique benefit in that they allow a company to preemptively know what a customer is going to want, feel, or do within a product or application. In order to actually improve the customer experience, CX teams must act on the information they receive from predictive insights. Is it the selection?

Customer Experience 221

Customer Experience NPS Customer Journey Mapping Customer Experience Management 221

ReviewTrackers

AUGUST 24, 2020

In order to differentiate themselves from the competition and drive revenue growth, businesses must delight customers, exceed expectations, foster consumer trust and loyalty, and deliver experiences that customers love. Customer experience management is an executive decision and requires an organization-wide commitment.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

CloudCherry

SEPTEMBER 26, 2018

Predictive analytics offers a unique benefit in that they allow a company to preemptively know what a customer is going to want, feel, or do within a product or application. In order to actually improve the customer experience, CX teams must act on the information they receive from predictive insights. Is it the selection?

Customer Experience 240

Customer Experience NPS Customer Journey Mapping Customer Experience Management 240

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. This multifaceted approach is essential for meeting the ever-evolving needs and expectations of today’s customers.

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

Thematic

FEBRUARY 27, 2024

Because feelings are hard to measure, and those feelings often live at the heart of the customer experience. Companies focused on delivering a great customer experience (CX) see up to 60% higher margins than the competition! Unlocking the Power of Voice of the Customer (VoC) Data Customer feedback can be a goldmine.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

InMoment XI

FEBRUARY 22, 2022

So how can you optimise your text analytics software and, ultimately, strengthen your customer experience (CX) program? Tip #2: Keep Your Goal Front of Mind When Processing Customer Feedback. When you designed your customer experience program, you no doubt started with a goal in mind.

Download 493

Download Financial Feedback Metrics 493

Thematic

FEBRUARY 27, 2024

Because feelings are hard to measure, and those feelings often live at the heart of the customer experience. Companies focused on delivering a great customer experience (CX) see up to 60% higher margins than the competition! Unlocking the Power of Voice of the Customer (VoC) Data Customer feedback can be a goldmine.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

Experience Investigators by 360Connext

APRIL 25, 2023

You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. However, like many parts of customer experience, it takes more than just words. I recently asked one organization how they defined being customer-centric. And that is great.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

CloudCherry

MARCH 19, 2018

It tells you if you’re actually doing the right things, whether the initiatives you take impact the customer as well as your business in a positive way and also cut down on investments that aren’t delivering the expected returns. Merely investing in a Customer Experience Management tool doesn’t suffice.

Customer Experience 150

Customer Experience Lifetime Customer Financial Culture 150

CX Accelerator

JUNE 8, 2020

Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. That means you never hear from 70-80% of customers. The tone of the customer conveyed their sentiment about the issues. I found this to be a gold mine.”.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Customer Bliss

JANUARY 18, 2018

.” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience. Be Deliberate About Crafting the Customer Experience. Assess the experience and what customers are saying.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

OCTOBER 4, 2018

Be proactive and get feedback. Karen continuously walks the airport to take in the visuals and experience it creates. At the same time, she talks to passengers and employees to get feedback. Within the first 30 days of Karen’s new role, she developed a 30/60/90-day plan to transform the company’s customer experience.

Airlines 176

Airlines Customer Experience Chief Customer Officer Reference 176

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.”

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Happy or Not

APRIL 11, 2023

When thinking of what it is that makes up the customer experience, it can really be narrowed down to the 3 P’s: People, Product, and the newcomer to the group, Presentation. While process is and remains an important element in delivering a good experience, is not something that the customer technically sees when visiting your store.

Retail 69

Retail Customer Experience Presentation Feedback 69

Customer Bliss

MAY 3, 2018

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa.

Telecommunications 149

Telecommunications Customer Experience Consulting Government 149

ChurnZero

NOVEMBER 9, 2021

One great place to start when it comes to reducing churn is focusing on creating a consistent customer experience. It’s vital to customer retention. To improve customer experience is to start inspiring customer loyalty, and that means higher retention rates. . Design a Fluid Onboarding Experience.

Customer Experience 97

Customer Experience Customer Retention Customer Success Customers 97