Thematic

DECEMBER 10, 2023

In academic research as well as in the business landscape, qualitative data analysis plays a crucial role in understanding and interpreting non-numerical data. It’s qualitative data analysis which makes sense of stories and personal narratives in anthropology and related fields. But it’s also qualitative data analysis which, in a business context, turns customer feedback into the kind of in-depth understanding that is invaluable in guiding a customer-centric company.

Social Media 62

Social Media Feedback Insights Culture 62

Doing CX Right

DECEMBER 14, 2023

Award-winning author and leadership expert, Mark Sanborn and Stacy Sherman discuss how to consistently deliver positive emotion and go beyond ordinary service based on 4 principles of "The Fred Factor." The post The Fred Factor Effect: Transforming CX from Ordinary to Exceptional appeared first on Doing CX Right.

Leadership 52

Leadership 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real ch

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Zonka Feedback

DECEMBER 12, 2023

With 63% of shopping journeys originating online, the significance of online customer experiences is paramount. While website surveys play a pivotal role, understanding their varied applications and targeted feedback goals is key to their efficacy.

Feedback 52

Feedback Customer Experience Customers Management 52

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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

Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. This type of feedback provides a more nuanced understanding of customer experiences and needs. It differs from quantitative data which is statistical in nature. Qualitative feedback is important in understanding customer needs. It provides rich insights into the thoughts, emotions and perceptions of customers.

Feedback 62

Feedback Social Media Banking Insights 62

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes.

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Customer Focused Feedback Customer Experience Customers 290

SaleMove

DECEMBER 15, 2023

Insurance companies are effectively using SMS to send claim status updates, provide billing reminders and re-engage abandoned applications. The post SMS as Part of Insurance Companies’ Interaction Strategy appeared first on Glia Blog | Digital Customer Service Explained.

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Insurance Interaction Blog Engagement 104

Integrity Solutions

DECEMBER 11, 2023

What is cold calling and what does it look like in the current sales world? Your mindset may actually be the key to success. If you want to hear salespeople groan, mention cold calling. It’s true that cold calling can be hard, grinding-it-out work, and the rewards aren’t instant. But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available.

Sales 98

Sales Connections Reference Social Media 98

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 92

Sales Customer Experience Workshop Customer Service Training 92

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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

Experience Investigators by 360Connext

DECEMBER 11, 2023

If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX. Keep your CX knowledge current and relevant by exploring topics like customer journey mapping, employee experience, cutting-edge CX tools, and how to skillfully—and ethically—use AI in CX projects.

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Customer Journey Mapping Customer Experience Customer Journey Employee Experience 205

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

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2024 Innovation Customer Service Omnichannel 78

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024. Get ready for our top digital marketing trends for 2024.

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2024 Marketing Consumers Download 72

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals.

Customer Centricity 84

Customer Centricity Culture Loyalty Programs Loyalty 84

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 13, 2023

When the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service? On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us. We meander through Johnni’s wrestling journey, his transformation into an.

Article 106

Article Customer Service Customers 106

Win the Customer

DECEMBER 13, 2023

In recent years, the integration of Artificial Intelligence (AI) in customer experience has revolutionized how businesses interact with their clientele. From personalized recommendations to predictive analytics, AI has reshaped the landscape, generating both winners and losers in this evolving domain. Today we discuss the winners and losers from the recent advancements in the capabilities of Artificial Intelligence as it continues to dramatically alter the customer experience approach of many or

Customer Experience 69

Customer Experience Innovation Government Consumers 69

Zonka Feedback

DECEMBER 13, 2023

In today's ever-changing scenario of digital marketing, the need for businesses to ensure a great content experience for their audience is paramount. By understanding the preferences and needs of their audience through comprehensive feedback, companies can curate a content experience that not only resonates with their audience but also encourages active engagement and loyalty.

Feedback 59

Feedback Engagement Loyalty Marketing 59

BirdEye

DECEMBER 12, 2023

Phone tag — a term that refers to the all-too-familiar sequence of missed calls and voicemails — is much less fun than it sounds. This frustrating cycle can be a significant obstacle to efficient communication and productivity. Luckily, effective voicemail recordings can save the day. The right voicemail recording can reduce the frustrations of phone tag and ensure that your customers get the help they need quickly.

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Automotive Communication Demo Information 57

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

Bill Quiseng

DECEMBER 13, 2023

In anticipation of celebrating the holidays with my family and friends, I will not be publishing my posts until after the New Year. So, for now, as you move onward and upward in the New Year, I wish all of you, your family, and your friends GREAT health, happiness, success, and prosperity. May your Holiday Celebration and New Year be GREAT out there!

Customer Service 78

Customer Service Customers 78

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. The digital era has redefined the dynamics of customer interactions, necessitating a recalibration of strategies to ensure sustainable and successful engagements.

Management 69

Management Net Promoter Score Customer Experience Social Media 69

Cyara

DECEMBER 14, 2023

On Broadway, shows will run for weeks, months and even years. The length of the run is dependent upon how long they keep selling tickets, so the producers must be constantly monitoring ticket sales and making sure that the customer experience (in this case the audience experience) is positive, and one that elicits rave reviews and referrals. Do you think that people would still come from around the world, purchasing high-priced tickets and packing themselves into seats for the opportunity to wat

Customer Experience 76

Customer Experience Sales Customers Contact Center 76

Feedbackly

DECEMBER 14, 2023

Customer emotions play a significant role in strengthening brand loyalty and fueling a brand’s growth. After all, building meaningful connections with your clientele and building the customer journey around their preferences can go a long way. But, obtaining an accurate picture of how customers feel may seem like a hard task. Fortunately, there are two ways of getting into it.

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Metrics Measurement Touchpoint Customers 52

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Measurement

Zeisler Consulting

DECEMBER 13, 2023

A while back, I wrote an article that kind of cheekily suggested that we simply stop doing VoC. For that matter, I kind of went on a speaking circuit with my snarky little message. (The punch-line is, well, don’t actually stop doing VoC things like surveying your Customer or walking in your Customers’ shoes, or simply taking a look at what’s coming into your Customer Support queue…rather, if you’re not acting on what you learn there, you’re wasting your time and effort collecting those ins

Contact Center 72

Contact Center Insights Feedback Customer Insights 72

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. Failing in this aspect can jeopardize a company’s reputation. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

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Customer Service Call Center Customer Satisfaction Poor Customer Service 52

Cyara

DECEMBER 12, 2023

Round-trip time (RTT) is an important metric that can indicate the quality of communications available between two end-points. It’s a metric that our team often discusses with customers because it directly relates to the service quality experienced. RTT can be impacted by a range of design decisions, especially concerning network topology. However, there is some confusion around what exactly RTT is, how it relates to latency, how it can impact your service, and how you can improve it.

Metrics 76

Metrics Communication Customers Customer Experience 76

Magellan Solutions

DECEMBER 12, 2023

Imagine this: You’ve availed yourself of a product or a service but still have a lot of questions in mind. You’ve tried calling their hotline, but the wait time is too long. You’ve sent them an email but heard no response. You even checked their social media accounts and only ended up getting an automated response. Frustrated, right? What if there was a better way to communicate with the seller?

Customer Experience 52

Customer Experience Social Media Omnichannel Customer Relationship Management 52

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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