InMoment XI

MAY 17, 2024

Maintaining customer loyalty has become increasingly challenging in today’s digital-first environment. According to Stanford Swinton, Executive VP at Bain & Company and Founder at NPSx by Bain in Company, we’re witnessing the dawn of the “Third Wave of CX” But what does this mean for CX leaders? In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape

Loyalty 260

Loyalty Brands Net Promoter Score Omnichannel 260

Experience Investigators by 360Connext

MAY 14, 2024

Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We’ll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your cu

Download 143

Download Culture Innovation Customer Relationships 143

InMoment XI

MAY 10, 2024

Practical AI Strategies to Implement Today for Future Success The XI Forum Club, which took place in Cologne, Germany, gathered industry experts to explore the future outlook for customer experience. Below are the top six insights extracted from the event that have the potential to transform your CX strategy: #1: AI Paves the Way for Future CX Programmes Integrating artificial intelligence (AI) into CX strategies isn’t just about future-proofing; it’s about seizing opportunities now.

Social Media 260

Social Media Demo Insights Loyalty 260

Bill Quiseng

MAY 13, 2024

Your brand is not a result of your marketing actions. Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. World-class or no class. And if they’re not talking world-class or no class, they’re simply not talking about it all. So, when it comes to your customers and customer service, don’t be just good.

Brands 135

Brands Social Media Customer Service Marketing 135

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? Most of us associate customer feedback with, well, customers. However, for many businesses in the publishing industry, whose readers are their customers, asking for feedback directly is a way to optimize their product and learn more about user experience.

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

The DiJulius Group

MAY 14, 2024

How to Woo Job Candidates Recently, I interviewed author Scott Greenberg on the Customer Service Revolution podcast episode 147. Scott shared a great example of how to woo potential job candidates during an interview process. One business owner reserves a parking spot right up front that says, “Welcome, Sherri.” Then, when the candidate walks inside, Read Full Article The post Learning What Frustrates Your Customers from Unexpected Sources/ Making Your Entry-Level Positions More Attractive / How

Article 87

Article Customer Service Customers Measurement 87

Beyond Philosophy

MAY 10, 2024

A Master Class Part 2: Unlocking the Psychology of Customer Experience In this episode, we continue exploring the psychology behind Customer Experience, focusing on the role of memory. Customer loyalty hinges on how memories are formed and retained. Therefore, understanding memory formation is crucial for designing impactful experiences. Memory formation begins with encoding, where new information is processed and stored in the mind.

Customer Relationships 78

Customer Relationships Events Connections Loyalty 78

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have change

Article 72

Article 2024 Customer Service Loyalty Programs 72

Feedbackly

MAY 16, 2024

The Finnish clothing store chain Kekäle wants to differentiate itself from competitors by offering customers the best emotional experience in the industry, and measures it with the Emotional Value Index (EVI®). The case study with Kekäle reveals that when customers have a positive emotional experience, the likelihood of making a purchase is 40 percent higher compared to a negative experience.

Insights 96

Insights Touchpoint Retail Measurement 96

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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

C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience.

Loyalty 62

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 62

BirdEye

MAY 13, 2024

Are you tired of guessing your audience’s preferences and the keys to a successful marketing campaign? Imagine having a crystal ball that reveals exactly what makes your audience tick. That’s precisely what audience insight tools do. These tools enable you to uncover trends and audience interests, allowing you to run well-targeted campaigns that propel your business forward.

Insights 62

Insights Social Media 2024 Multi-Channel 62

InteractionMetrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto indu

Net Promoter Score 52

Net Promoter Score Customer Experience NPS Consulting 52

CSM Magazine

MAY 16, 2024

We work in the most valuable industry in business. Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. Celebrating all this is something I love doing each year at the UK National Contact Centre Awards.

Customer Service 52

Customer Service Banking Consulting Events 52

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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

Magellan Solutions

MAY 16, 2024

Did you know that outsourcing can transform your business , with 65% of companies finding it a game-changer? Delegating tasks helps businesses focus on innovation and growth. Deloitte believes using an outsourced call center is vital to delivering exceptional customer experiences. An outsourced call center can be your secret weapon for delivering exceptional customer experiences.

Call Center 52

Call Center Average Handle Time ROI Omnichannel 52

SurveySensum

MAY 16, 2024

In this competitive era, where consumer preferences are constantly evolving, businesses need more than their instinct to go forward. They actually need to understand their target audience – their demands and needs. And market research helps with just that. Market research empowers businesses to stay ahead of the curve, identify emerging opportunities, mitigate risks, and ultimately drive growth and profitability.

Marketing 52

Marketing Insights Demo Competitive Advantage 52

Integrity Solutions

MAY 14, 2024

For many in sales, negotiation is one of the most challenging aspects of the job. More often than not, these salespeople approach negotiation as a win-or-lose endurance game, a contentious battle that pits two opposing sides against each other. “Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest.

Sales 89

Sales Communication ROI Reference 89

Gainsight

MAY 15, 2024

There’s one event we look forward to every year and it’s here! Earlier today, we kicked off Pulse 2024 in St. Louis. Every year at Pulse, the ideas evolve, the technology improves, but one thing stays the same: this is the best community in the world. For those not able to make it, we wanted to give you a full rundown of the Day 1 events. No one gets excluded in these halls!

2024 52

2024 Events Customer Journey Technology 52

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

CSM Magazine

MAY 15, 2024

Avaya and LivePerson have partnered to integrate voice, digital, and AI capabilities into a unified omnichannel solution for enhanced customer experiences and accelerated digital transformation. The partnership allows enterprises to enhance their existing Avaya solutions with digital, automation, AI, and analytics capabilities without the need for migration, resulting in faster transformative outcomes with lower costs and reduced operational risks.

Omnichannel 52

Omnichannel 2024 Contact Center ROI 52

Team Support

MAY 15, 2024

In today's fast-paced world, every second counts. Enhancing the efficiency of support teams is not just a necessity but a mandatory strategy for businesses aiming to thrive. It's all about optimizing the customer experience and ensuring that interactions are as seamless as possible. This is where a stellar support ticket system becomes indispensable.

Management 52

Management Social Media Customers Customer Satisfaction 52

Hello Customer

MAY 16, 2024

Join us every three weeks for ‘Demo Friday’ at Hello Customer, a free webinar event led by our Chief Technology Officer, Jonas Beullens. Discover how we turn customer murmurs into roars of insight that streamline feedback collection, sharpen analytics, and drive impactful changes to boost satisfaction and business growth. These sessions are open to everyone!

Demo 52

Demo Webinar Feedback Events 52

SurveySparrow

MAY 14, 2024

You have conducted the interview, gotten a good sense of their skills, and jotted down your comments. But now what? How do you let the candidate know? The answers are right here. There is no need to go anywhere else! In this article, we will look at the best interview feedback examples. Before that, we have a few things to clear. Hey, feel free to jump ahead to the examples right away. 30 Best Interview Feedback Examples For the rest of us… Off we go!

Feedback 52

Feedback Communication Culture Insights 52

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

ClearAction

MAY 14, 2024

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? Less pressure to show financial gains? Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI.

Customer Centricity 48

Customer Centricity Voice of Customer Customer Insights Feedback 48

CSM Magazine

MAY 15, 2024

Customer service is a crucial aspect of any business, and it’s a topic that can provide a wealth of material for an essay. Whether you’re writing for a class assignment or for a professional publication, understanding how to approach this subject is key to crafting a compelling and insightful piece. Academized essay writing service is a professional academic assistance company that can help students with essay writing on various topics, including customer service.

Customer Service 52

Customer Service Poor Customer Service Customer Service Representative Presentation 52

CX University

MAY 13, 2024

Imagine a world where your favorite retail store had a virtual assistant waiting at the door, ready to greet you, understand your needs, and guide you seamlessly through your shopping experience. This is the reality that chatbots are bringing to the forefront of customer service. Just as the invention of the ATM revolutionized banking by providing 24/7 access to financial services, chatbots are transforming the way companies interact with their customers, offering instant support, personalized r

Customer Experience 52

Customer Experience 2023 Omnichannel 2018 52

BirdEye

MAY 16, 2024

Combining online and in-store retail efforts in your business plan is an important integration that has the power to amplify reach and sales. Businesses often treat these as two separate priorities and miss the leverage of streamlining them together. Beyond just having an online store, it’s important to integrate it into an overall retail strategy.

Retail 52

Retail Omnichannel Social Media Customer Satisfaction 52

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