InMoment XI

AUGUST 8, 2023

In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. As we make our way forward with new CX technologies and approaches, survey fatigue remains a key operational concern. CX professionals are finding it more challenging than ever to keep program momentum alive. Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results.

Net Promoter Score 580

Net Promoter Score Customer Service Representative Feedback Touchpoint 580

Experience Investigators by 360Connext

AUGUST 8, 2023

"Our organization has talked a lot about customer experience, and we always say that the customer comes first. We want to get more intentional, more serious about [CX], but we're not really sure where to get started. Do we need to hire someone who is just focused on CX and can lead our organizati.

Customer Experience 143

Customer Experience Connections Customers Customer Centricity 143

ShepHyken

AUGUST 8, 2023

CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. Regardless, I’ve started seeing the X being used in other ways. For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers.

Workshop 117

Workshop Customer Service Training User Experience Presentation 117

eglobalis

AUGUST 8, 2023

How AI and GenAI is shaking the status quo in CX for your eyes only The post How AI and GenAI is shaking the status quo in CX for your eyes only appeared first on Eglobalis.

Customer Relationships 104

Customer Relationships Customer Centricity Employee Experience Brands 104

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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

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition.

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

Helpware

AUGUST 8, 2023

For companies looking to outpace the competition, crafting the perfect product or service is only half the battle. To win—and stay winning—businesses must then strategically earn a steady flow of customers. Achieving this, of course, is multifaceted. It requires a brand to present itself as both approachable and of top-tier customer service. Unfortunately, however, many businesses tend to fixate on honing their sales department so much that their customer support falls to the wayside.

Presentation 88

Presentation Sales Customers Brands 88

Win the Customer

AUGUST 8, 2023

Artificial Intelligence (AI) can be a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. In today’s hyper-competitive business landscape, understanding and meeting customer expectations is paramount for success. Customer feedback is a goldmine of insights that can drive improvements in products, services, and overall experience.

Feedback 52

Feedback E Commerce Social Media Retail 52

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? It’s not just a cliché – it’s the secret sauce to thriving in today’s competitive market. And to deliver top-notch service you need to know what they like, dislike, and expect from your business.

B2B 52

B2B Feedback Customer Service Touchpoint 52

CSM Magazine

AUGUST 8, 2023

In the evolving landscape of social media marketing, TikTok has become a powerful platform for businesses and creators in the USA. Many are now choosing to buy TikTok likes in the USA to enhance their audience engagement, foster genuine connections, and elevate customer satisfaction. As the competition on this platform grows, the need for a strategic approach becomes even more crucial.

Customer Satisfaction 52

Customer Satisfaction Advertising Entertainment Social Media 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Optimove

AUGUST 8, 2023

Understanding client perceptions and preferences is paramount to building lasting loyalty in a dynamic financial services landscape. Our comprehensive survey and report, “The Optimove Financial Services Provider Survey & Report: Harnessing Data for Client-Centric Growth and Lasting Loyalty,” delves into critical trust gaps and marketing fatigue challenges faced by financial service providers.

Financial 52

Financial Marketing Download Loyalty 52

Customer Enthusiast

AUGUST 8, 2023

During a recent visit to FedEx Office, I asked the counter rep to photocopy and staple 35 copies of a 4-page document. She instantly produced a test copy to verify that it met expectations. It did. She then said, “If I print the other 34 copies now, there will be a $17.50 rush charge.

Document 52

Document Leadership Customer Service Customer Experience 52

customer sure

AUGUST 8, 2023

We’re excited to announce that we’re now the chosen customer feedback software provider for Covéa Insurance. Operating throughout the UK market offering commercial and personal lines insurance, Covéa Insurance serves a variety of customers and as such, needed a comprehensive solution to survey customers and obtain their valuable feedback. Following a tender process, CustomerSure were chosen to elevate their Voice of the Customer program to the next level.

Insurance 62

Insurance Financial 2023 Demo 62

Helpware

AUGUST 8, 2023

For companies looking to outpace the competition, crafting the perfect product or service is only half the battle. To win—and stay winning—businesses must then strategically earn a steady flow of customers. Achieving this, of course, is multifaceted. It requires a brand to present itself as both approachable and of top-tier customer service. Unfortunately, however, many businesses tend to fixate on honing their sales department so much that their customer support falls to the wayside.

Presentation 52

Presentation Sales Customers Brands 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

Genroe

AUGUST 8, 2023

Generative AI is transforming customer success, but how can businesses ensure it's used ethically? The post AI And Customer Success: Navigating The Ethics of Trust appeared first on Genroe | Customer Experience | Net Promoter Score.

Net Promoter Score 52

Net Promoter Score Customer Success Customers Customer Experience 52

InteractionMetrics

AUGUST 8, 2023

Use our calculator to determine your own survey sample size. Plus, we provide a quick explainer on how to use sampling to improve your customer experience program and rein in fees. Clients ask me these questions all the time: “For a precise analysis, won’t it be expensive to examine every customer comment?” “How can we get most of our customers to take our survey?

Feedback 52

Feedback Measurement Reference Metrics 52

Wootric

AUGUST 8, 2023

Asking the right customer satisfaction survey questions can drive the success of your campaigns and provide valuable insights into your customers’ experiences and opinions.

Customer Satisfaction 52

Customer Satisfaction Insights Customers Customer Experience 52

Forrester's Customer Insights

AUGUST 8, 2023

Real talk: Healthcare customer experience needs to improve. For example, Forrester’s data shows that 56% of US online adults with health insurance feel that their health insurer should do more to help them understand what healthcare services cost.

Healthcare 26

Healthcare ROI Insurance Financial 26

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

2020 Research

AUGUST 8, 2023

Are you ready to go on a journey into the ever-evolving landscape of qualitative research? In this captivating conversation, Sago President Isaac Rogers delves into the demand for fresh and inventive research approaches, shedding light on multi-phase and iterative research designs that unlock deeper participant insights. But that’s not all. Isaac also explores the emerging phenomenon of generative AI and its game-changing impact on brands and consumer experiences.

Consumers 97

Consumers Insights Technology Brands 97

Amplifai Coaching Category

AUGUST 8, 2023

Learn how FCR drives operational efficiency, cost savings, agent retention, and customer satisfaction. Discover strategies to improve your call center's FCR, the common mistakes to avoid, and a whole lot more!

Call Center 83

Call Center Customer Satisfaction Customers 83

ReviewTrackers

AUGUST 8, 2023

Effective retail reputation management involves proactive efforts to build, maintain, grow, and repair (when necessary) your brand image.

Retail 65

Retail Management Brands 65

CSM Magazine

AUGUST 8, 2023

Open Enrollment season is upon us. As an employer, this is more than just another round of paperwork. It’s your opportunity to guide your employees in making informed decisions about their health coverage. Navigating through the different medical packages can be daunting, especially for those unfamiliar with insurance terminology. This is where you come in – armed with clear communication, valuable guidance, and a solid understanding of open enrollment basics.

Seminar 52

Seminar Insurance Events Entertainment 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

Optimove

AUGUST 8, 2023

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Financial 58

Financial Brands Marketing Customers 58

Forrester's Customer Insights

AUGUST 8, 2023

Planning season is the perfect time for B2B revenue engine leaders to address common challenges, share functional insights and competencies, and build a customer-obsessed growth strategy.

B2B 49

B2B 2024 Sales Marketing 49

Upwave

AUGUST 8, 2023

Upwave Product Updates Checklist Enhancement Now, when your pre-launch or live campaigns experience discrepancies between served and measured impressions, the campaign checklist shows a Fix Discrepancies task. Click the task to see which tags are affected, then click those tags for detail and troubleshooting suggestions. Thanks to all your feedback, more campaign checklist enhancements are on the way.

2023 26

2023 Measurement Brands Feedback 26

Forrester's Customer Insights

AUGUST 8, 2023

As a mariner, I know the value of paying attention to the tides to navigate complex waterways in previously untraveled waters. This Tech Tide™ enables security and risk pros to identify wasteful and redundant technologies while focusing on the current attack surface.

Technology 26

Technology 26

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement