InMoment XI

NOVEMBER 16, 2021

I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you. How Do I Increase Survey Response Rates?

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Automotive Hotels Social Media Events 493

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. But there’s a serious challenge in many organizations.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

TechSee

NOVEMBER 16, 2021

The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible. On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery. On the other hand, 62% of customers still expect their issues to be repaired as quickly as ever.

Technology 109

Technology Download Interaction Engagement 109

ChurnZero

NOVEMBER 16, 2021

Every six months, I begrudgingly visit the dentist. I sit under the fluorescent lights in the waiting room ruminating over my neglected resolution to floss each night and the impending pain I will soon endure. And although we only see each other twice a year, through the poking and prodding, my dentist always peppers me with questions. She asks how my dog Lucy is doing after her scuffle with a fierce Chihuahua, or if I ended up trying that new Thai restaurant I mentioned at my last appointment.

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Connections Customers Customer Relationships Webinar 97

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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

Stella Connect

NOVEMBER 16, 2021

With almost 30 years in the customer experience profession, Annette Franz, CCXP is founder and CEO of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).

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2021 Definition Culture Employee Experience 100

Playvox

NOVEMBER 16, 2021

Born and bred in the heart of London, Sweaty Betty , the women’s activewear company, was forced to navigate COVID-19 restrictions on three different continents. Having expanded beyond the UK to New York and Hong Kong, the company had to quickly pivot with pandemic lockdowns in place from brick-and-mortar retail to mostly e-commerce. The company’s contact center team shifted to a remote workplace just as Sweaty Betty – and the entire athleisure industry – started to see significant market growth.

E Commerce 78

E Commerce Management Contact Center Retail 78

ShepHyken

NOVEMBER 16, 2021

Courageous Culture. Bringing Great Customer Experience Ideas Forward. Shep Hyken interviews Karin Hurt and David Dye, CEO and President of Let’s Grow?Leaders.?They are known for practical tools and leadership development programs that stick. Karin and David are the?award-winning authors of five books including, ?Courageous Cultures: How to Build Teams of Micro-Innovators,?

Culture 71

Culture Innovation Leadership Books 71

NICE inContact

NOVEMBER 16, 2021

Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences.

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Contact Center Customer Experience Demo Customers 104

Advantage Communications

NOVEMBER 16, 2021

Outsourcing a major part of your business is never an easy decision, but when it comes down to something as important as your customer service strategy , it’s generally the right one. That’s because successful customer service requires significant investment into technology and staffing, as well as expertise in customer care strategies, analyzing customer service metrics and an understanding of today’s customer expectations.

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Contact Center Customer Service Strategies Customer Care Metrics 98

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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

delighted

NOVEMBER 16, 2021

We’re teaming up with Square, a payment processing solution trusted by millions of businesses worldwide, to automate customer feedback surveys. With this free integration, collecting feedback will be as easy as taking payments. How it works: Once a customer pays through a Square payment processing system , whether online or in-person, credit card or Apple pay, Delighted will send that customer an embedded email survey after a custom time delay.

Retail 96

Retail Feedback Customer Experience Insights 96

Kustomer

NOVEMBER 16, 2021

The development of CRM (customer relationship management) platforms has transformed customer service in the digital age. Prior to the modern CRM , online customer service was a rather dreary, generic and often stilted experience. Customers found themselves caught in the quagmire of a disjointed communication system. And agents were at the mercy of stagnating and incomplete customer and case information.

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Customer Service E Commerce E-support Touchpoint 59

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. And shift we did. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. consumers.

Banking 52

Banking Net Promoter Score Contact Center Average Handle Time 52

Gainsight

NOVEMBER 16, 2021

The SaaS industry has never been so competitive. As the pressure to perform piles on product leaders and managers, there’s a way to release the tension, drive product growth, and tap into a growth plan that feeds off itself. . We’re talking about the product-led flywheel. And assembling your own product-led flywheel may be easier than you realize. With a few tips and tricks guiding the way, you can create your own product-led flywheel that starts pumping out growth faster and faster. .

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User Experience Roadmap Sales Metrics 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

Education Services Group

NOVEMBER 16, 2021

Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows. Its basic principle: consistently deliver the right resources at the right point in the customer journey.

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Engagement Touchpoint Customer Success 2021 52

CustomerSuccessBox

NOVEMBER 16, 2021

What is a Playbook? You know those little booklets that come in the packaging when you purchase a new device. They have instructions written on it and you try to read Chinese. Yeah! That is what playbooks fundamentally are. They are a series of instructions/actions created beforehand to be executed for a certain desired result. They usually make life easier for teams applying them.

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Customer Success Metrics Customer Journey Roadmap 52

CSM Magazine

NOVEMBER 16, 2021

Is your business’s customer service starting to become more of a challenge than you expected it to be? You may be surprised to discover that the problem might be hidden in your organizational strategies. In this day and age, proper organization is key to managing any business, regardless of its scale. And yes, your customer service team comes under this, too.

Customer Service 52

Customer Service Management Customer Satisfaction Customers 52

Qualtrics

NOVEMBER 16, 2021

Consumers want better experiences in 2022, and businesses are failing to respond – risking on average 9.5% of their revenue. It’s time to throw out the old business plans and try a different way of thinking. Read on for top-level insights from our Global Consumer Trends 2022 report. We asked over 23,000 consumers across 23 countries about their experiences with brands in 2021, and what they’re looking for from businesses in 2022.

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2022 Consumers 2021 Download 49

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

ThriveableBiz

NOVEMBER 16, 2021

There’s a pandemic spreading through business and it’s not Covid… and I’ve got the cure. Digital marketing. No doubt, you need it and should be embracing it. But put it into perspective. It’s not your starting place in marketing. Marketing is so much more, in fact, it’s your whole business. Without marketing, you don’t have a business. Marketing is creating a customer.

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Marketing Advertising Social Media Banking 52

MyCustomer

NOVEMBER 16, 2021

Download the eBook. GDPR data consent. CX Leader of the Year would like to keep you informed of all future news, resources, updates, and promotions connected to the annual award. Please tick this box to confirm. . Lead goal. 100. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

2021 52

2021 Customer Experience Download Connections 52

CSM Magazine

NOVEMBER 16, 2021

Vehicle recovery drivers play an important role in keeping the country moving. They come to the rescue of stranded motorists on motorways, A-roads and country lanes – presenting a number of unique problem-solving challenges. Vehicle recovery businesses have many things to consider, such as managing a fleet of commercial vehicles and covering their business with motor trade insurance – but some may not think about the importance of customer service.

Customer Service 52

Customer Service Presentation Insurance Customers 52

Qualtrics

NOVEMBER 16, 2021

As the financial services and insurance industry continues to transform for a digital future, we’re witnessing a significant paradox. Despite most consumers being satisfied with the services they receive, around a quarter of people are looking to switch providers. At a time when it’s easier than ever for customers to move who they bank with or buy insurance from, there is a major opportunity for providers to increase their share of wallets.

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Insurance Customer Experience Chief Customer Officer Customer Centricity 26

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

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Forrester's Customer Insights

NOVEMBER 16, 2021

Retail contact center agents (a.k.a. customer service heroes) typically deal with stressed-out shoppers during the holidays and the return period that extends through March. However, the shipping and supply chain crisis will make the interactions of the past a cake walk compared to what’s to come this season. As the season progresses, expect to see […].

Customer Service 26

Customer Service Contact Center Retail Interaction 26

Clarivate

NOVEMBER 16, 2021

Today we unveil our annual list of Highly Cited Researchers. We congratulate some 6,600 scientists and social scientists for demonstrating significant influence among their peers in their chosen field (or fields) through the publication of multiple highly cited papers during the last decade. These highly cited papers rank in the top 1% by citations for field and year from 2010 – 2020.

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2021 Government 2010 Innovation 136

Uplight

NOVEMBER 16, 2021

This year, Uplight was excited to participate in Hacktoberfest on October 13th and 14th. Hacktoberfest is an annual event hosted by DigitalOcean, where, for the whole month of October, open source community members are encouraged to give back to the community by completing pull requests. At Uplight, we use and benefit from many open source Read More.

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Events 111

SurveyGizmo

NOVEMBER 16, 2021

How to Run Exams on Alchemer to Take the Time Out of Grading. By Mark Jordan. When I taught at San Jose State University, I loved teaching, but hated grading. How I wish I’d known about Alchemer and the Google Sheets integration. The first time I employed it to track feedback from a survey, I saw how easy it would have made grading exams. Let me show you easy it is.

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Events Information Feedback 98

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement