InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company.

Insights 324

Insights E Commerce Customer Experience E-support 324

Helpware

NOVEMBER 21, 2023

Are your customers happy with your products and your customer service levels? Learn more about how to monitor and measure your customer experience programs.

Measurement 91

Measurement Metrics Customer Experience Customers 91

SAP Customer Experience

NOVEMBER 2, 2023

“Security is the bedrock of trust in the digital world. Prioritizing it in your applications isn’t just about safeguarding data; it’s about nurturing the trust your customers place in your brand.” In this blog I am going to explain the how to secure your customers data in SAP Customer Data.

Information 82

Information Blog Customers Brands 82

Kustomer

NOVEMBER 10, 2023

In today’s fast-paced business world, customer-centricity isn’t a luxury; it’s a necessity. To truly prioritize your customers, you must grasp their needs and deliver seamless, efficient, and proactive experiences every time. You require a smart, user-friendly customer service platform that seamlessly integrates data and AI, giving you a holistic customer view.

Webinar 93

Webinar Customer Centricity Innovation Customer Relationships 93

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

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Nearing full-on panic, I was relieved to see that they had charged my credit card.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses. This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst l

Workshop 596

Workshop 2023 Healthcare Travel 596

Retently

NOVEMBER 27, 2023

Outsourcing has become increasingly popular these days, as more companies worldwide are exploring different destinations for outsourcing their business activities, and it’s no wonder why. The many advantages of outsourcing make it an attractive strategy in today’s global economy, turning it into a common practice. But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

ShepHyken

NOVEMBER 14, 2023

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.

Workshop 146

Workshop Insurance Employee Experience Culture 146

eglobalis

NOVEMBER 8, 2023

How to create better business outcomes through CX design , customer experience design The post How to create better business outcomes through CX design appeared first on Eglobalis.

Customer Experience Design 125

Customer Experience Design Customer Experience Measurement Customer Relationships 125

Advertisement

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

Cyara

NOVEMBER 2, 2023

Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly.

Customer Journey 136

Customer Journey Customers Contact Center Customer Service 136

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth.

Customer Success 112

Customer Success 2023 Customer Satisfaction Demo 112

InMoment XI

NOVEMBER 30, 2023

Your company’s reputation is arguably more important than your product or service. That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management.

Brands 378

Brands Management Multi-Channel Social Media 378

BirdEye

NOVEMBER 7, 2023

Do you know what’s the one thing that is crucial in getting more sales? It is effective communication. As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. Car sales emails are a crucial part of that effective communication strategy.

Sales 115

Sales Automotive Advertising Demo 115

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

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. Technology, such as feedback kiosks and tablets, provides a simple and non-intrusive way for customers to provide feedback.

Customer Satisfaction 132

Customer Satisfaction Healthcare Retail Feedback 132

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management.

Customer Journey Mapping 97

Customer Journey Mapping Customer Service Training Customer Care NPS 97

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

eglobalis

NOVEMBER 15, 2023

Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.

NPS 104

NPS Contact Center Measurement Customer Relationships 104

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

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. Recognizing this, top brands and businesses are integrating review management into their marketing strategies. Not only does review management help safeguard and enhance a company’s brand reputation; but it can also improve search engine visibility and cultivate brand trust among existing and potential customers.

Management 346

Management Marketing Social Media Feedback 346

BirdEye

NOVEMBER 30, 2023

The travel industry has undergone remarkable transformation over the past few years. While online bookings are still popular, curated travel experiences are also gaining traction. Travelers are increasingly seeking off-beat destinations with guided tours. They prefer a relaxed travel experience, focusing more on enjoyment rather than planning. Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their cu

Travel 110

Travel Marketing Social Media Hotels 110

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. But, oftentimes, managing and documenting these customer interactions—especially cross-functionally among global and remote teams—can be challenging and time-consuming.

Customer Success 107

Customer Success Touchpoint Document Interaction 107

Bill Quiseng

NOVEMBER 15, 2023

Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience.

Customer Service Training 97

Customer Service Training Customer Care Social Media Loyalty 97

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Marketing

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Fiv

Workshop 94

Workshop Customer Service Training Customers Reference 94

eglobalis

NOVEMBER 1, 2023

How to boost customer loyalty in a tough economy - Customer Experience The post How to boost customer loyalty in a tough economy appeared first on Eglobalis.

Loyalty 112

Loyalty Customers Customer Experience Customer Relationships 112

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

BirdEye

NOVEMBER 15, 2023

We’ve all heard it before: word-of-mouth can make or break a business. But what happens when those words travel at the speed of the internet? Online reviews have the power to transform customer perceptions on a massive scale. When shoppers express their love for your brand online, they’re not just speaking to friends; they’re announcing to the world that you are the best in the business.

Retail 111

Retail Brands E Commerce Demo 111

Advertisement

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

Customer Service Representative