InMoment XI

AUGUST 3, 2022

Today’s conversation briefly touches on how employee experience (EX) programs can help you navigate employee challenges big and small, how EX initiatives interconnect with customer experience (CX) and how all of this can lead to meaningful Experience Improvement! How We Got Here. The Rundown on Employee Experience.

Employee Experience 557

Employee Experience Brands Roadmap 2021 557

InMoment XI

MARCH 26, 2024

Reviews help build your online reputation, bring added credibility to your company, amplify your search presence, and provide the kind of social proof that’s essential to influencing purchase decisions. Positive reviews highlight what you’re doing well while negative reviews help pinpoint areas that need improvement.

Brands 260

Brands Feedback Sales Consumers 260

InMoment XI

AUGUST 30, 2022

They can use a rating system that can be tracked over time, offer specific insights into your customers’ pain points, and help you work to continue to meet your customer’s needs. They help you understand how your business is viewed, and what you can do to improve that. One way to do this is through customer satisfaction surveys.

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score White Paper Effort Score 493

InMoment XI

OCTOBER 17, 2023

We understand it may seem intimidating, but over our 19 years of experience helping the world’s most popular brands ace their customer experience, we’ve learned a few things about how to systematically and strategically review your CX program, and pinpoint the actions you need to take for success. You’ll find them all below!

Customer Experience 493

Customer Experience Net Promoter Score ROI NPS 493

InMoment XI

JANUARY 12, 2023

Focusing on driving customer lifetime value won’t ‘just’ help with identifying upselling opportunities—it will facilitate and create deeper human connections with customers and ensure mutually beneficial relationships built on Experience Improvement (XI). Next, it’s vital to take the long view when looking at your customer relationships.

Social Media 529

Social Media Customers Connections Customer Retention 529

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. Generative AI and other cutting-edge technologies provide unprecedented avenues (and speed!) And we’ve only begun to scrape the surface of what it can offer.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

BlueOcean

MARCH 14, 2024

We’ve compiled a list of the most helpful outsourcing resources, in order from discovery to launch. We’re here to help! If that’s the case, here are a few discerning questions to ask: Do you need to add capacity? Your organization is ready to find a new contact center outsourcer. What’s your next step?

Contact Center 177

Contact Center Hospitality Article Customer Care 177

BlueOcean

APRIL 24, 2024

Though there are many official guidelines and metrics that can help you assess your outsourcer’s ESG efforts , the first step is simply to start asking questions. Practicing environmentally conscious efforts can help companies (and, yes, your vendors) improve operational efficiencies and costs.

Contact Center 177

Contact Center Government Measurement Document 177

CSM Magazine

JULY 25, 2022

In this article, we will discuss some helpful tips that will make your online learning experience a success. So whether you’re just starting out or you’ve been studying online for a while, these tips will help you achieve your goals! If so, studying online may be the perfect solution for you!

Management 59

Management Article Interaction 59

Experience Investigators by 360Connext

JULY 7, 2023

How to Overcome Objections and Win Support for New Customer Experience (CX) Initiatives 9AM on Thursday, 7/13 Register Here In today’s uncertain business environment, some leaders are hesitant to invest in customer experience (CX) initiatives.

Customer Experience 271

Customer Experience Measurement Communication Customers 271

Beyond Philosophy

APRIL 25, 2024

However, another reason we like stories is it helps us remember things. Embedding random data within a memory structure helps us recall it when needed. Emotions help reinforce what you remember, so an emotional story is even better for helping people remember it. A story can help here.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

Beyond Philosophy

DECEMBER 2, 2023

To learn more, click here. Instead, AI should be a way to help employees pay more attention to the needs of customers. We have been here before, too. Here are some other key moments in the discussion: 04:28 We listen to Tom’s video and why he thinks leading with humans creates a better AI strategy.

Customer Experience 143

Customer Experience Workshop Consulting Financial 143

Beyond Philosophy

FEBRUARY 15, 2024

As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you readers, too. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you readers, too.

Connections 88

Connections Loyalty Brands 2005 88

CSM Magazine

FEBRUARY 21, 2022

You have to keep full and genuine records of all business transactions that affect or may affect your liability to VAT, ordered in a way that can turn out helpful in the case of an inspection. This will help you and your accountant – if you use one, of course. QuickBooks accounting software can help you stay VAT-compliant.

Document 52

Document Financial Fashion 2022 52

Retently

MARCH 11, 2024

Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. In this guide, you’ll find why they are important, areas to focus on, and 35 essential post-event survey questions crafted to draw out the insights you need. They capture their joys, frustrations, and valuable insights.

Events 119

Events Feedback Insights Presentation 119

BirdEye

DECEMBER 8, 2023

Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic]. I am here to help! Here are a few best practices to keep in mind next time you send an email. Effective communication is the lifeline of business relationships. Need a quick answer?

Demo 110

Demo Events Communication Feedback 110

Beyond Philosophy

APRIL 5, 2024

Eckhart Boehme , Founder and Managing Director of Unipro Solutions , emphasizes the importance of aligning customer experiences around the idea of jobs to be done, helping organizations grow faster by understanding what customers seek to achieve through their products or services.

Customer Journey 88

Customer Journey Insights Information Marketing 88

Beyond Philosophy

JULY 16, 2022

To vote, please click here. Previous podcasts might help take a bit of a deeper dive on each of our listener’s pickles. Here are a few key moments in the discussion: 03:07 We hear the background on Jane’s pickle and what their company is trying to do. We hope you enjoy today’s show. Thanks very much.

Consulting 157

Consulting Voice of Customer Financial Consumers 157

The DiJulius Group

FEBRUARY 13, 2019

The post Stop Struggling—Here Is How to Help your Employees Adapt to Change appeared first on The DiJulius Group. Regardless of the industry or company size, no company is immune to the inevitable discomfort that comes with change. Companies must adapt well to change to remain relevant. Change isn’t. Read Full Article.

Culture 56

Culture Article Management Leadership 56

Beyond Philosophy

DECEMBER 22, 2023

Here are some other key moments in the discussion: 04:11 Mead kicks off the discussion about AI with his predictions for the short term, meaning the next one to five years, and it might surprise you to hear how easy it will be for customers. Check it out here. Click here to learn more about Professor Ryan Hamilton of Emory University.

Workshop 88

Workshop Consulting Financial Information 88

Beyond Philosophy

JULY 13, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Here’s the thing: AI models are outstanding at predicting customer behavior. Two ways of developing AI can help. The issue here is a common phrase you might have heard before, “Garbage in, garbage out.”

Competitive Advantage 143

Competitive Advantage Workshop Social Media Insights 143

Feedbackly

JANUARY 11, 2024

Emotional Value Index (EVI®) helps you achieve exactly this, and with the latest updates, we help you take a step to a whole new level. And it doesn’t end here! helps our customers become CX heroes and get a sneak peek into our exciting product roadmap for the future: Excited to try it out yourself?

Feedback 105

Feedback Roadmap Demo Customer Centricity 105

Beyond Philosophy

DECEMBER 8, 2023

Here are some other key moments in the discussion: 02:03 We discover how Colin decided to cover this topic from his recent client meeting. Here are some other key moments in the discussion: 02:03 We discover how Colin decided to cover this topic from his recent client meeting. Check it out here.

Loyalty 88

Loyalty Airlines Workshop Consulting 88

Thematic

APRIL 17, 2024

We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. Here's why. Proactive Problem Solving Customer experience analytics helps you get ahead of problems rather than just reacting to them. What is Customer Experience Analytics?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. Here's why. Proactive Problem Solving Customer experience analytics helps you get ahead of problems rather than just reacting to them. What is Customer Experience Analytics?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. Here's why. Proactive Problem Solving Customer experience analytics helps you get ahead of problems rather than just reacting to them. What is Customer Experience Analytics?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

ChurnZero

APRIL 1, 2024

AI is here to stay and it will continue to make the lives of CSMs easier as it matures. However, AI can help streamline key areas that will ultimately improve the onboarding experience for your customers and your organization as a whole. How can we apply it to onboarding?

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

ShepHyken

FEBRUARY 27, 2024

Here is a shortened version of his comment: “Saying, ‘Short surveys are better,’ is a bit like saying tall people are better at basketball. Here is a shortened version of his comment: “Saying, ‘Short surveys are better,’ is a bit like saying tall people are better at basketball. The general consensus was that shorter was better.

2024 87

2024 Workshop Customer Satisfaction Customer Service Training 87

ShepHyken

JANUARY 5, 2022

This is a letter emailed to one of the customers: Hello Veronica, This is Rachel, and my pup Harper, with the Happy Team here at BARK. All of us here at BARK are thinking of you and your loved ones and hope that you are safe. Feel free to reply to this email to get in touch with our Happy Team, who can help get this set up.

Customer Experience 173

Customer Experience Touchpoint Communication Customer Service Training 173

SurveySparrow

MARCH 19, 2024

The primary goal is to gather helpful and relevant user insights and opinions directly from the app. Constant feedback helps you know what users need and keeps your app fresh and exciting. If users can report problems or ask for help right in the app, they get faster answers and feel more satisfied. How can you do that?

Feedback 52

Feedback User Experience NPS Touchpoint 52

ShepHyken

MAY 10, 2021

Here are my top five picks from last week. Here are eight different ways to streamline your customer support. And number five is to “Create Self Help Portals.” There is something here for everyone in any type of business. I have added my comment about each article and would like to hear what you think too.

2021 152

2021 Article Customer Service Net Promoter Score 152

Magellan Solutions

APRIL 8, 2024

Accountability – By taking full responsibility for the problem, you show the customer you are committed to making things right, which helps build trust. De-escalation – A genuine apology can calm the customer and create an inviting environment for finding a solution with the representative’s help.

Customer Service Representative 52

Customer Service Representative Customers Customer Satisfaction Call Center 52

BirdEye

DECEMBER 5, 2023

It’s about being part of the conversation, understanding customers’ needs, and offering help. Have you ever wondered why people hesitate to buy something if there are no customer reviews? Did you even know that reviews older than three months might not be relevant for many customers? Yes, that’s true. That’s almost everyone!

Brands 110

Brands Management Social Media Feedback 110

Beyond Philosophy

DECEMBER 29, 2023

Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. In this episode, we look back at what we learned in 2023 and how it can help us in 2024. Check it out here. Click here to learn more about Professor Ryan Hamilton of Emory University.

2024 88

2024 2023 Workshop Books 88

SurveySparrow

APRIL 8, 2024

They play a huge role in assessing the overall customer experience and help improve quality and services. They play a huge role in assessing the overall customer experience and help improve quality and services. Here is a Mystery Shopping Survey Template made with SurveySparrow! million mystery shoppers?

Feedback 52

Feedback Interaction Roadmap Sales 52

SurveySensum

MARCH 8, 2024

Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. Here are several reasons why these scripts are indispensable: 1. Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. and reach $1.7

Customer Satisfaction 52

Customer Satisfaction Presentation Customers Social Media 52

Team Support

MARCH 11, 2024

Here are some trends that are set to shake up the customer support world: AI and Automation: Artificial Intelligence has advanced tremendously in just the last few years, helping businesses automate repetitive tasks and deliver instant responses to customers. AI is here to make our jobs easier and our workdays more efficient.

Social Media 52

Social Media Omnichannel Customer Satisfaction Customer Centricity 52