InMoment XI

FEBRUARY 8, 2024

Companies of all sizes are always looking for ways to improve their bottom line. This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. What is Contact Center Optimization?

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

InMoment XI

MAY 2, 2024

To manage your reputation and actively use customer feedback in your business operations, you need to implement strategies that are efficient, effective, and scalable. To manage your reputation and actively use customer feedback in your business operations, you need to implement strategies that are efficient, effective, and scalable.

Retail 260

Retail Customer Retention Management 2024 260

CSM Magazine

JUNE 23, 2016

When both customers and employees are engaged, companies see a significant increase in customer service performance. . Disney excels at customer service, and the reason is that the company looks at everything through the eyes of the customer. Creating a service culture means several things: 1.

Culture 65

Culture Customer Service Insurance Call Center 65

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 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

MAY 10, 2022

Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences , all while upholding the brand’s values. So how can companies encourage frontline staff to “act like owners” in their interactions with customers?

Leadership 260

Leadership Culture Brands Interaction 260

InMoment XI

MARCH 1, 2023

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. Consumer Duty Principle, proposed by FCA , is a significant new legislation for the UK Financial Services sector.

Financial 260

Financial Consumers Customer Centricity Communication 260

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. 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 change and delivering on real outcomes through customer experience. of customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

CX Accelerator

OCTOBER 3, 2019

What about the way the company treats its customers? Create a CX journey for your employees The best success with onboarding happens with careful planning and thought about the steps required for new employees to be successful. Is that a job you’d likely remain for the long haul? What does this say about that company?

Culture 296

Culture Feedback Contact Center Customer Centricity 296

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Article 79

Article 2024 Customer Service Airlines 79

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Retently

MARCH 2, 2023

There is nothing more important for a business than understanding the level of satisfaction and overall attitude of its customers. While talking to every customer personally is almost impossible, CX surveys take this function on. What is a 5-star survey? Of course, there are variations, but the principle is the same.

Customer Satisfaction 158

Customer Satisfaction Feedback Net Promoter Score Culture 158

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? This small act can transform a casual customer into a loyal advocate, amplifying the positive perception of your business.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Ah, therein lies the problem.

Magazine 288

Magazine Metrics Customer Centricity Books 288

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

BirdEye

DECEMBER 8, 2023

If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further. Quality of products/services: Are the products and services you offer up to snuff? Customer satisfaction: This is about how well your company meets the needs and expectations of your customers.

Management 113

Management Social Media Brands Consulting 113

Experience Investigators by 360Connext

AUGUST 23, 2022

” — as the baffling reason employees aren’t understanding customer experience. It seems so obvious that employees should: Put the customer first. Get the right information to the customer. Call customers by their name. But what if: the customer is incorrect. Return calls promptly.

Retail 143

Retail Innovation Interaction Information 143

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . In a word, it all comes back to the culture. Sometimes the customer-focused “way” is seen as a brand within a brand.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? It is when it happens. Can you meet it?

2021 147

2021 Article Customer Service Social Media 147

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. However, the struggle to adapt over the last few months has created a new urgency to reimagine business models so that they become more capable of change. Revise culture starting with the C-Suite.

Customer Experience 248

Customer Experience Culture Government Innovation 248

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Measurement 2022 Culture 88

BirdEye

NOVEMBER 27, 2023

It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. It means you must try your best to make customers happy, especially when things get tricky. This blog isn’t about turning every customer into a lifelong friend.

Social Media 108

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 108

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). Develop a company language lexicon.

Customer Service 264

Customer Service Customer Experience 2005 Hospitality 264

Beyond Philosophy

DECEMBER 31, 2022

Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. The hutch represented all the constraints built up in the call center culture. The team were much more comfortable hanging out in these constraints than finding a way to do more for customers.

Call Center 88

Call Center Leadership Culture Consulting 88

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

2021 145

2021 Article Customer Service Government 145

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. They demand highly convenient and fast service.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Retently

NOVEMBER 27, 2023

But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means. Outsourcing can range from a large contract, in which a big company manages IT services for another big company, to the practice of hiring a copywriter to write a piece of content.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

BirdEye

NOVEMBER 21, 2023

5 SEO tips for interior designers to enhance online visibility How to leverage social media for interior design marketing? Running an interior design business presents unique challenges, from sourcing materials and managing client expectations to navigating the ebb and flow of design trends.

Marketing 109

Marketing Social Media Advertising Workshop 109

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Article 135

Article 2021 Customer Service Loyalty Programs 135

Very Best Service

JANUARY 26, 2024

Making Marketing and Customer Service Work Together Image by DALL·E 3 Imagine this: your marketing team crafts a beautiful campaign, promising the world to potential customers. But when those excited prospects turn into actual customers, they hit a brick wall at customer service. The result?

Customer Service 52

Customer Service Marketing Touchpoint Demo 52