InMoment XI

FEBRUARY 2, 2024

Major Hospitality Conglomerate Masters The Art of Engagement At the heart of one of the biggest dining, entertainment, and hospitality conglomerates in the nation lies a balanced approach to customer feedback: they’ve mastered the art of both reactive and proactive engagement.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

InMoment XI

MARCH 6, 2024

This involves continuously striving to improve all elements of the customer experience, whether it’s the quality of products or services, the level of customer service provided, the ease of doing business with the company, or any other aspect that impacts the customer’s interaction with the brand.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Customer Insights 488

Customer Insights Insights White Paper Social Media 488

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 are the Advantages of Omnichannel Customer Experience?

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

InMoment XI

JULY 12, 2023

Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial awareness to post-purchase support and beyond. What does their interaction look like?

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. The problem, however, is those efforts are wasted if the new connections don’t stick. Customers expect (and deserve!) And this is about more than just customer service.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

APRIL 3, 2024

And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. Why is Digital Customer Experience Important?

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. The goal is to enhance the customer experience, streamline operations, and achieve cost savings.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

Beyond Philosophy

AUGUST 25, 2019

The way people interact with each other in transactions can apply to how people interact with firms. Relational types are long-term and built on an emotional connection and brand loyalty, with a focus on value rather than price. If you want a relationship with customers, there are things that you can’t do anymore.

Customer Expectations 143

Customer Expectations Interaction Customers Loyalty 143

CSM Magazine

OCTOBER 24, 2023

Spark seamlessly integrated virtual and physical customer interactions into a Unified Frontline with Calabrio ONE. This cut high leave balances by 50%, emphasizing their dedication to efficiency and customer satisfaction. Improved scheduling exemplified the power of closing information gaps within the organisation.’

Connections 52

Connections Contact Center 2023 Innovation 52

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere – and places an even greater focus on improving customer service.

Connections 64

Connections E-support Social Media Roadmap 64

InMoment XI

JANUARY 23, 2024

The Google Local Guides program is a community-driven initiative by Google that encourages users to contribute information about local businesses, places, and attractions. By actively participating in the Local Guides program, contributors play an important role in enhancing the quality of information available on Google Maps.

Management 260

Management Feedback Information Brands 260

ShepHyken

JUNE 7, 2019

In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Phone calls are ripe with opportunities and the faster a caller connects with a friendly voice on the other end, the better. Consumers want to connect with your business. Consumers Demand Immediate Connection.

Connections 120

Connections Blog Customer Centricity Consumers 120

Stella Connect

DECEMBER 13, 2021

The strategy set forth for 2022 needs to be tailored to keep up with customer expectations. One thing is for sure: customer expectations always shift, and this is even more true in the aftermath of a global pandemic that reshaped the ways in which brands and customers interact.

Customer Expectations 52

Customer Expectations 2022 Effort Score Fashion 52

Beyond Philosophy

MAY 1, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. It widens every second between what customers expect and what many organizations can provide as we come out of the COVID-19 pandemic. A massive gap exists.

Customer Expectations 60

Customer Expectations 2021 Consulting Customer Relationships 60

Bill Quiseng

FEBRUARY 21, 2024

And when you consistently deliver a little wow, you transform an average, satisfactory customer experience into a positively WOW Experience. Your customers will return repeatedly, spend more money, and rave about you to others on social media. So, to earn customer loyalty, don’t get inside their heads. Be GREAT out there!

B2C 88

B2C B2B Hospitality Loyalty 88

Avaya

APRIL 12, 2019

Many Interactive Voice Response systems (IVRs) haven’t caught up to these high expectations. Customers are greeted by outdated touch-tone phone systems, confusing menu options, and clumsy PIN and password authentication. Your customers expect it. Become more conversational – IVRs don’t have to sound like robots.

Customer Expectations 75

Customer Expectations Call Center Contact Center Customer Satisfaction 75

Solvvy

FEBRUARY 5, 2020

This singular focus on stellar customer service ensures that nearly every customer becomes a raving fan for life: 75 percent of purchases come from repeat customers. Want to deliver Zappos-level customer service? You shouldn’t wait for customer complaints to roll in to realize when you’re getting things wrong.

Customer Expectations 64

Customer Expectations Customer Service Average Handle Time Net Promoter Score 64

NICE inContact

APRIL 11, 2019

Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited. Eg) Password reset.

Customer Expectations 60

Customer Expectations Management Omnichannel Contact Center 60

Experience Investigators by 360Connext

AUGUST 1, 2023

For example, introducing a smart CRM tool empowered by AI can provide personalized information to sales AND support teams. When used correctly and with the right data inputs, this technology can help everyone in the organization recognize the customer at the right moment. Transparency is key when using AI in customer service.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

NICE inContact

JUNE 25, 2019

Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels. But sometimes the customer gets lost in all the talk about what brands should do to keep up with the increased speed of today’s interactions. 1) Speed is everything.

Customer Expectations 54

Customer Expectations Customer Service Social Media Contact Center 54

Bill Quiseng

JUNE 21, 2023

Consistently deliver a low-cost, no-cost “a little better than the average experience that customers expect” product or service so tediously repetitive that you feel it is boring, but to the customer, at that moment, you are Magnificent! Customers don’t seek B2B or B2C businesses. Be Magnificently Boring! Human to Human.

Loyalty 134

Loyalty B2C Hotels B2B 134

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.

Connections 67

Connections Insights Culture B2C 67

Retently

APRIL 5, 2024

Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty. Hence, in physical stores, the experience is tactile and sensory.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Team Support

MARCH 27, 2020

Sure, many professionals do, but their dissatisfaction is because the home office lifestyle inhibits their ability to meet face-to-face with customers. These in person interactions are the foundation of many excellent customer relationships, and it can sometimes be a challenge to build or sustain relationships without them.

Customer Relationships 80

Customer Relationships B2B Interaction Multi-Channel 80

BlueOcean

OCTOBER 4, 2023

Customers are significantly more likely to purchase from a brand again when information and support is offered in their language. Additionally, as we’re fond of saying, happy agents make happy customers. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

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. Ultimately, your employees will exceed customer expectations. Don’t just be good.

Leadership 158

Leadership Engagement Financial Loyalty 158

Wootric

SEPTEMBER 8, 2020

That’s also why most market leaders are investing in customer engagement tools like live chat software to improve customer service levels and loyalty. . Customer Experience is an Ongoing Process. One of them is bound to be the customer support interaction. It is time to check your customer service state.

Interaction 52

Interaction Effort Score Touchpoint Customer Journey 52

TechSee

JULY 28, 2022

Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand. Furthermore, chatbots are cost savers, with the cost of a self-service interaction at just $0.10 There is an opportunity here to better meet customer expectations.

2022 109

2022 Interaction Touchpoint Download 109

Interactions

MARCH 28, 2024

The best and the brightest CX professionals joined a panel, including our very own Interactions CMO, Peter Mullen , to discuss the dilemma of opting for low-hanging fruit to establish credibility and deliver tangible results swiftly, versus investing in experimentation for revolutionary, long-term advancements. Yet, many aren’t delivering.

Contact Center 62

Contact Center Innovation Consumers Interaction 62

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. This didn’t make for a good customer experience 20 years ago, and it certainly doesn’t now.

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

Kustomer

JULY 23, 2019

Unfortunately, many tactics that once served an organization well in engendering a customer-first culture simply fail to keep up with the enormous increase in both customer data, and use of connected devices. Working with the customer where they’re comfortable. Augment existing agent support.

Connections 45

Connections Customer Experience Touchpoint Social Media 45

SurveySparrow

SEPTEMBER 5, 2023

Automotive customer experience revolves around the way car companies interact with you from the moment you consider purchasing a vehicle until long after you’ve driven it off the lot. Brands that prioritize customer-centricity gain a competitive edge by forging stronger connections with their customers.

Automotive 52

Automotive Customer Experience Touchpoint Multi-Channel 52

Win the Customer

SEPTEMBER 6, 2023

In today’s fast-paced digital world, customer expectations are higher than ever, and they demand quick and efficient responses. This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business.

Customer Service 64

Customer Service Customers Interaction Customer Expectations 64

CSM Magazine

FEBRUARY 6, 2024

As technology continues to play an increasingly important role in delivering customer experiences in the shipping industry, it’s important not to overlook the value of human interaction. From establishing trust to identifying specific challenges, maintaining a personal connection with customers is essential for achieving success.

Customer Service Representative 98

Customer Service Representative Customer Service 2013 Exceptional Customer Service 98

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued. Reality: Customer Service generally feels like sales. .

Customer Experience 100

Customer Experience Advertising Customer Expectations 2011 100