InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. What is Customer Experience Transformation? Customer experience transformation goes beyond cosmetic changes and surface-level improvements.

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

JUNE 28, 2022

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. Use Case #1: Empowering Employees.

Financial 295

Financial Brands Customer Experience Reference 295

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . Building employee buy-in comes from rallying around the employees.

Feedback 492

Feedback Culture Customers Customer Experience 492

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. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. for engaging with customers on a more personal level, ensuring they feel truly understood. We may not be the ones programming these machines (thank goodness!!),

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

InMoment XI

DECEMBER 1, 2022

Curious to know a little more about us and our differentiated Experience Improvement (XI)? But when it comes to your business, there are simply some moments that matter more, to your customer, employees, and beyond. What Is Experience Improvement (XI)? Despite increased investment, experience management programs have plateaued.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Employee Experience 52

Employee Experience Demo Reference Feedback 52

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? But taking customer experience lightly can be dangerous too.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

Retently

MARCH 26, 2024

Whether you need more affordable pricing, specialized features, or differing levels of complexity, our guide dives into the top survey solutions vying for your attention. Choosing a survey tool is about more than just the immediate benefits. In search of Qualtrics alternatives? Why Look Beyond Qualtrics?

2024 78

2024 Multi-Channel NPS Feedback 78

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

2024 52

2024 Feedback Culture Demo 52

SurveySensum

FEBRUARY 27, 2024

At the heart of any successful organization lies its workforce, and the key to unlocking the full potential lies in ensuring your employee satisfaction and well-being. In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. What is Employee Satisfaction?

Metrics 52

Metrics Culture Demo Healthcare 52

Playvox

MARCH 12, 2024

When you’re working in a contact center, this is your reality — taking contact after contact, call after call, from people who either need support or are angry about their experience with your company’s product or solution. Employees who are not engaged or who are actively disengaged cost the world $8.8

Contact Center 78

Contact Center Call Center Feedback Engagement 78

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Employee Experience Demo 52

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Do you want to uncover the real issues your employees are facing? Anonymous surveys are the answer! The anonymous feedback tool is designed to launch anonymous surveys, enabling users to share their feedback and opinions without revealing their identity.

2024 52

2024 Feedback Demo Social Media 52

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching.

Contact Center 79

Contact Center Feedback Culture Engagement 79

SurveySensum

FEBRUARY 15, 2024

Also, b usinesses that prioritize employee engagement experience a remarkable 89% increase in customer satisfaction. But what exactly is employee engagement , you ask? But here’s the million-dollar question: how to gauge employee engagement? That’s where PULSE SURVEYS step in!

Measurement 52

Measurement Engagement Demo Culture 52

SurveySensum

FEBRUARY 23, 2024

Well, with the power of pulse surveys , that dream can become your reality. Now, what is a pulse survey? Think of it as the heartbeat of your company, pulsing with the rhythm of employee sentiment. Pulse surveys aren’t just about collecting data – they’re about taking action to boost employee engagement.

Engagement 52

Engagement Demo Feedback Culture 52

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

Contact Center 78

Contact Center Call Center 2023 Engagement 78

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. What is Workforce Optimization?

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. Hybrid work, which has also dramatically risen in popularity post-pandemic, is when companies offer employees a mix of both on-site and remote work options. First, let’s define remote work.

Management 88

Management Contact Center Communication Feedback 88

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Net Promoter Score 81

Net Promoter Score Culture Feedback Employee Experience 81

Maru Group

JANUARY 31, 2023

By Glyn Luckett Maru/Matchbox | January 2023 While many companies recognize the value of keeping essential business software up-to-date, employee research techniques and solutions are often overlooked. These insights require an effective, agile survey process and platform to be successful. Good result? Not really. Here’s why.

Employee Experience 70

Employee Experience Social Media 2023 Measurement 70

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. So, what’s the silver bullet to this problem? — Employee surveys. times more engaged.

Customer Service 52

Customer Service Net Promoter Score Culture Customer Satisfaction 52

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. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Management 69

Management Net Promoter Score Customer Experience Social Media 69

SurveySensum

FEBRUARY 26, 2024

Are you actively listening to the voices of your employees about your company? I’ve always believed in the power of employee feedback to drive business success. In fact, the cost of replacing an individual employee can range from 0.5 to 2 times the employee’s annual salary. But how to do that?

2024 52

2024 Culture Feedback Rewards Programs 52

Integrity Solutions

SEPTEMBER 2, 2022

One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. No wonder employee engagement in the U.S. The Manager’s Role in Employee Engagement and Job Satisfaction.

Management 119

Management Culture Leadership Engagement 119

CX University

SEPTEMBER 18, 2018

There are hundreds of best practices for employee engagement, and all of them are being practiced by firms across this good, green Earth: at some growing businesses, at some failing businesses too. My question is, “How do we know which best practices will most benefit our employee engagement initiatives?

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

2024 80

2024 Article Customer Service Government 80

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. They leave their managers. Boston Consulting surveyed 200,000 workers across the globe to find what motivates them the most.

Leadership 84

Leadership Culture Financial Retail 84

SurveySparrow

JUNE 26, 2023

Artificial Intelligence (AI) has transformed the way businesses approach various areas of operation and customer experience tools are no exception. SurveySparrow’s latest offering, the AI Survey feature, generates surveys in seconds thus saving organizations time and effort.

Feedback 93

Feedback Customer Relationship Management Insights Innovation 93

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. This scenario underscores the critical link between employee satisfaction and overall organizational success. Well, it is!

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

COPC

NOVEMBER 2, 2022

You know the adage, “happy employees = happy customers.” Most organizations realize that customer experience (CX) is a key differentiator, particularly with growing competition and customer expectations. Companies with highly engaged employees outperform their competitors and have higher retention with lower absenteeism.

Culture 90

Culture Engagement Contact Center Measurement 90

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. Today, when feeling relatable and personalizing each communication is a priority for brands to offer an exceptional customer experience , using social media reputation management to your advantage can be incredibly beneficial.

Social Media 116

Social Media Management Brands Communication 116

Feedbackly

AUGUST 3, 2023

But, a good feedback management process can make a positive difference in a brand. The customer feedback loop is a strategy for improving customer experience using user reviews. Collecting Feedback The first step is to gather customers’ input about the experience of engaging with your brand.

Feedback 98

Feedback Customers Touchpoint NPS 98

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. Sending NPS surveys via email is one of the most popular ways to distribute the survey.

NPS 98

NPS Net Promoter Score Reference Feedback 98

SurveySparrow

JUNE 19, 2023

Attention, fellow seekers of employee engagement excellence! Are you looking for a powerful employee engagement tool that goes beyond traditional methods? This time, we’ll examine a few of the top inFeedo alternatives and competitors that can help revolutionize your employee engagement efforts.

Multi-Channel 52

Multi-Channel Demo Social Media Culture 52