Customer Bliss

SEPTEMBER 27, 2018

Communicate Your CX Strategy With Leaders, Stakeholders, and Outliers. Once Lucy collected her feedback, she presented the state of Genesys to leadership by categorizing her findings into three categories: What’s your hill? The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

CSM Magazine

JANUARY 17, 2024

This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour. The ideal video provides a space to present your brand values. You can use humor (while being mindful of sensitivities), ensure that the videos are interactive, relevant and timely in nature.

Communication 52

Communication 2023 Social Media Travel 52

InMoment XI

FEBRUARY 24, 2022

So how should a CX practitioner go about bridging that gap in communication? The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? So how do you get executives to see and empathize with the customers they don’t interact with on a daily basis?

Metrics 493

Metrics ROI Presentation Webinar 493

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected. Consistency builds trust and recognition.

Brands 378

Brands Management Multi-Channel Social Media 378

Kustomer

JULY 18, 2022

By intentionally connecting your CRM and chatbots — two crucial elements of your CX strategy — you’ll allow your support to team to increase productivity and bolster customer relationships. The steps to setting up your triggered action are as simple as creating a draft, adding a dialog and adding interactions. Proactive Messaging.

Connections 98

Connections Multi-Channel Social Media Measurement 98

InMoment XI

OCTOBER 27, 2022

So, how can we deliver effective market research data reporting and communication of information and insights in a way that captures the imagination and garners interest and, more importantly, inspires action? Step #4: Communication. Storytelling. The Importance of Storytelling. Storytelling is rarely given the attention it deserves.

Marketing 260

Marketing Magazine Presentation Reference 260

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Technical Problems. Miscommunications.

Communication 118

Communication Customer Journey Presentation Customers 118

InMoment XI

OCTOBER 24, 2023

Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. Each of these interactions leaves behind a trail of data. What Are Speech Analytics?

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

InMoment XI

SEPTEMBER 20, 2023

It’s the beacon that guides their actions and decisions, ensuring that every interaction with customers reflects their core values and promises. This involves identifying what products customers are buying, their interests, preferred communication channels, and the right timing for engagement.

Net Promoter Score 260

Net Promoter Score Retail NPS Government 260

Ecrion

APRIL 15, 2020

Yet how are you going to accomplish this task without setting up the right channels of communication? From a customer segment that prefers talking through a screen to another that will want direct human interaction, it truly varies. However, that brings up the question of what channels of communication are on hand.

Communication 74

Communication Social Media E-support Customers 74

Customer Bliss

JANUARY 17, 2019

She had support from her C-Suite leaders, as the president saw the value of leading their external and internal facing communications with CX. Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? And how do you connect employees to your mission?

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Education Services Group

OCTOBER 27, 2020

This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum. The TSIA Interact sessions I attended were all fantastic.

Interaction 52

Interaction Customer Success Events 2025 52

InMoment XI

FEBRUARY 7, 2024

Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them. Integrated CX consolidates customer signals from a whole host of sources, including transaction history, reviews, surveys , website activity, and social interactions (among others). State of the Connected Customer. ( [link] ).

Hotels 260

Hotels Guest Experience Travel 2024 260

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. Calabrio’s new blog series explores the rise of the Connected Enterprise.

Connections 64

Connections E-support Social Media Roadmap 64

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. This is why we have to continually connect to the business why. Use charts, graphs, and visualizations to communicate the data effectively.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Engagement 136

Engagement Employee Experience 2009 Loyalty 136

Bill Quiseng

DECEMBER 6, 2023

EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the employees are. Your people have an emotional connection. Don’t just be good. Be GREAT out there!

Leadership 158

Leadership Engagement Financial Loyalty 158

Integrity Solutions

APRIL 19, 2024

Selling has to be permission-based , which is why forging a connection is the most important part of a sales conversation. Maybe you share connections, went to the same school or are from the same area. But you can’t just mention where they went to college or their hometown and assume you’ve made a connection.

Sales 107

Sales Loyalty White Paper Contact Center 107

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections 2008 Loyalty Events 80

Integrity Solutions

OCTOBER 12, 2018

Effective communication skills isn’t a “soft” issue; it’s a real business challenge with significant consequences. Effective communication skills — it sounds like a “soft” issue, right? Just think about how much of your workday involves communication. The High Cost of Poor Communication Skills. And the urgency is real.

Communication 77

Communication Connections Customer Satisfaction Presentation 77

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. So, if other businesses have delivered Magnificently Boring products or services, technological advances, and AI interactions to their customers, you have to do better. COMMUNICATE with every customer with a smile, eye contact, and polite interaction.

Loyalty 134

Loyalty B2C Hotels B2B 134

Retently

MARCH 5, 2024

Personalizing responses to customer feedback by using the customer’s name, addressing specific details, and maintaining a professional and approachable tone improves the authenticity of the interaction and makes customers feel valued and heard. This feeling fosters a deeper emotional connection between the customer and the brand.

Feedback 149

Feedback Social Media Customer Satisfaction Loyalty 149

BlueOcean

OCTOBER 4, 2023

We believe that everything from the quality of the interaction to factors like handle time and first resolution are positively impacted by an onshore Canadian solution. Enhanced Customer Experience: It leads to improved customer satisfaction, as customers can communicate in their preferred language, feeling understood and valued.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Comm100

DECEMBER 12, 2023

We’ll explore how Generative AI is changing the very fabric of customer interactions, while balancing this automation with emotional intelligence. Built on advanced machine learning models (LMs) like GPT and with vast datasets, Generative AI bots can hold dynamic, human-like conversations in every interaction.

2024 81

2024 Innovation Customer Service Omnichannel 81

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. Make sure your definition of Customer Experience (and related terms) are clearly communicated and agreed upon. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Russel Lolacher

DECEMBER 30, 2019

Below I’ve included 20 suggestions in those three areas to help you build stronger connections for you, your organization and those you serve. Communicate regularly and often. Learn to be a better presenter. Connect the work you do to its beneficial impact on others. Make your interactions personal.

2020 58

2020 Connections Leadership Customer Relationship Management 58

Retently

MARCH 11, 2024

They present participants with a predefined selection of answers, making it easier to categorize and analyze feedback on a broad scale. Gathering feedback on these initial interactions can help streamline your processes, making a positive first impression on future attendees. Was the registration process smooth and user-friendly?

Events 105

Events Feedback Insights Presentation 105

SurveySensum

FEBRUARY 16, 2024

Did you know that 93% of communication effectiveness is determined by non-verbal cues? Even in text-based communication like chats, non-verbal cues such as emojis and memes play a significant role. The inability to rely on visual cues when communicating can make it challenging to express genuine concern and understanding.

Communication 52

Communication Interaction Connections Demo 52

SurveySensum

FEBRUARY 16, 2024

Did you know that 93% of communication effectiveness is determined by non-verbal cues? Even in text-based communication like chats, non-verbal cues such as emojis and memes play a significant role. The inability to rely on visual cues when communicating can make it challenging to express genuine concern and understanding.

Communication 52

Communication Interaction Connections Demo 52

ENGAGE.cx

AUGUST 11, 2015

Consumer’s needs for convenience and personalized connection have become top priorities in an increasingly digital, mobile and social purchasing world. Brands work in relationships with their customers — the highs and lows of their interactions. In Short, great customer experiences- i n the present. How can they do that?

Presentation 70

Presentation Customer Experience Social Media Events 70

Beyond Philosophy

FEBRUARY 8, 2024

Smith refers to phrases that seem harmless in interactions, like “No problem” or “I don’t disagree.” The need to defend oneself is not a positive interaction with a brand, even if it is subconscious. How you present information changes how people perceive it. It’s a bit like framing.

Presentation 78

Presentation Consulting Interaction Reference 78

Hero Digital

MARCH 9, 2020

And over the years, as marketers delivered these personalized experiences, naturally, consumer expectations rose—leading to 63% of consumers now expecting a personalized interaction with a brand or service (Source: The Harris Poll ). So how can you scale 1:1 human interactions with tech? Bottom Line. And that’s where the magic happens.

Interaction 52

Interaction Technology B2C B2B 52

TechSee

OCTOBER 9, 2018

Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. connected devices and use 3.3 Show me, don’t tell me: Millennials prefer visual communications over all other forms of media.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

ShepHyken

DECEMBER 19, 2023

After interacting with the chatbot briefly, the bot wrote, “Let me transfer you to an agent,” moving from a chatbot to live chat. While there was a live agent option, it wasn’t presented until later. Connect with Shep on LinkedIn. Cindy had to answer a few questions and click a few boxes before moving on.

Customer Centricity 85

Customer Centricity Workshop Customer Service Training Definition 85

BirdEye

MAY 15, 2023

But creating such a plan isn’t easy — it requires knowledge of marketing techniques, research into customer behavior, and understanding how people interact with brands. It outlines how you want your customers to think and feel about your brand and helps guide how you communicate with them. Brand design – Logo and tagline.

Brands 98

Brands Social Media Communication Consumers 98

SurveySparrow

DECEMBER 7, 2023

Sales mirroring, to be precise, is a strategic move used by successful businesses to connect with their customers. It involves delicately aligning with your prospect’s behavior, communication style, and even non-verbal cues. The mirroring concept isn’t limited to just verbal communication. What is Sales Mirroring?

Sales 52

Sales Presentation Communication Connections 52