Tue.Jan 18, 2022

2022 Experience Trends: What Employees & Customers Think About Evolving COVID Safety Measures

InMoment XI

It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market.

2022 376

Alida and Rybbon Increase Customer Engagement with Digital Incentives


Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base

2022 207

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Rating Scale: Definition, Types, Questions & Examples

ProProfs Chat

Even though there are endless ways to ask survey questions – rating scales have always been the most popular. But why? The best thing about Rating Scale Questionnaires is that they are recognizable and easy to understand. So people will not get frustrated when they see your surveys. .

From CEO Rob McDougall: Where Have All the People Gone?

Upstream Works

Two years of the COVID-19 pandemic have changed the business landscape in countless ways. Remote working has been significantly accelerated, as have the technologies used to support it.

2022 78

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

CX Education for Employees: Why it Matters & How to Develop Your Program

Experience Investigators

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.’ ’ CX is much more than these, though. I like to define Customer Experience as: A mindset.

2022 84

More Trending

Ratio Scale: Definition, Characteristics & Examples

ProProfs Chat

While collecting data from various types of surveys and questionnaires , marketers often make use of 4 types of data measurement scales, namely: Nominal, Ordinal, Interval, and Ratio Scale.

Reach your Audience Where They Reach You: Embedding with Alchemer


By Michael Cordeiro. How can collecting your audiences’ true feelings about your products or their experience with your brand become as easy as landing on your home page?

2022 71

90+ Market Research Questions to Ask Your Customers

ProProfs Chat

Market research questions can help you capture the best insights when you are up for launching a new product or a feature. Sending out such surveys about market needs and preferences enables companies to understand how their target market feels and behaves. But why market research surveys ?

2022 82

Amazing Business Radio: Adrian Brady-Cesana

Shep Hyken

The Four CX Pillars. Investing in Customer Experience and Success Teams. Shep Hyken interviews Adrian Brady-Cesana, author of The Four CX Pillars to Grow Your Business Now: The Customer Experience Manager Playbook , and host of The CXChronicles Podcast.

2022 64

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

How to Run a Successful RFP: Do’s and Don'ts for Brands and Partners


Marketing technology spending has been on the rise for years. The global pandemic has only accelerated that trend as brands race to deliver more sophisticated customer experiences fueled by digital transformation.

2022 94

How Customer Service and Marketing Can Work Together To Grow Your Business

CSM Magazine

Statistics show that about 58% of American consumers will switch companies because of poor customer service. There is, therefore, a need for businesses to invest in customer service and marketing techniques to encourage their clients to keep supporting their services and products.

2022 52

Uncovering Visual Cues with Heatmaps


The best way to survey people about an image is using the heatmap question type. Using an image, you can ask respondents to click where the picture elicits a certain feeling. You can use anything from a screengrab of your user interface to a logo.

2022 65

3 Ways Your Support Software Prevents You From Being Customer-First


To be successful in 2022, it’s vital that you bring customers to the forefront of your B2B business. However, did you know your customer support software is likely holding you back, or outright preventing you from achieving this?

2022 52

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

Customer Satisfaction Software: Crash Course & Top Features


Customer satisfaction has always been a make-or-break consideration for businesses. Learning from your customers’ experiences gives you direct insight into what you’re doing well and where you can improve to drive more revenue, acquisition, and retention.

2022 62

State of Feedback: The US Ecommerce Market


Fun fact. American consumers will pay 17% more to purchase from a company with a reputation of delivering a great customer experience.

2022 87

10 Tips to Increase Your Profits in 2022

Joe Rawlinson

As we enter the New Year, many individuals reflect on the past 12 months and plan how they can improve in the year ahead. Although there are plenty of ways to improve your business, these 10 tips will make a difference for your company’s bottom line in 2022: 1. Make it easy to buy/Make it memorable. Making your customers want to buy is a must. When they can buy with a few simple clicks, repeat business is easy. The easier you make it to buy, the more likely they will keep coming back.

2022 60

Live Chat Metrics 2022 – Benchmark Data


Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement.

2022 52

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

Net Revenue Retention: The New King of CS Metrics

Education Services Group

Even though Customer Success as an industry is hitting its stride and more CS leaders are earning a seat at the table, too many businesses still struggle to understand CS’s direct impact on their bottom line.

2022 52

New SECC Report: Energy Challenges of Commercial Renters


When many people think of renters, they likely think first of residential customers. However, there are a large group of commercial renters that utilities have to serve. Small to medium sized businesses (SMBs) who rent can be one of the most challenging segments to reach and engage.

2022 52

How to avoid double-barreled questions in your feedback surveys


Have you ever been asked a question you weren’t sure how to answer? Maybe the wording of the question was confusing and your inability to answer wasn’t because of your lack of understanding, but rather the murkiness of the question itself.

2022 75

How Uplight Drives Platform Adoption for Business Customers


A step-by-step breakdown of how Uplight uses 3 key metrics to maximize the experience of your business customers. The most important aspect of any software tool is customer engagement. Do people find the software valuable, do they use it often, would they recommend it to their colleagues?

2022 52

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

[Podcast] The IT Community: Building the Right Fit & Overcoming Resistance


We’re spending the majority of our time on digital devices; now more than ever. And, as we look to the future, we’ll all need to be aware of where we spend our digital attention. If a work community doesn’t have ease of access with their current platform, they’ll migrate to another.

2022 52

Using Alternative Data for Holistic Audience Segmentation

Engine Insights

When it comes to brand communication and marketing, creative efforts and strategy can often feel like a shot in the dark. Knowing which components of a campaign performed well and where improvements can be made is valuable information, but often difficult to come by.

2022 64

Community and Engagement Resources to Support Your Journey with SAP

SAP Customer Experience

In the open seas of ever-changing customer demand and fluid business requirements, know that no SAP customer, including you, is an island. With users to support, new capabilities to deploy, entire organizations to organize, and business goals to meet, the “lone wolf” approach is not possible with enterprise software and. Customer Experience CX Solution Adoption SAP Sales Cloud Product Adoption SAP Service Cloud Product Adoption

2022 57

Top 30 SaaS Companies in India


SaaS (Software as a service) has become a buzzword in recent years. A SaaS company is a service provider that hosts applications and makes them available to customers over the internet.

2022 52

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.