InMoment XI

DECEMBER 27, 2021

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. And whether we’re making a change to the website, opening a new store, or debuting a new product, that prediction will either be right or wrong. When we’re wrong, or surprised, it can be easy to feel like we have failed.

Customer Experience 529

Customer Experience Webinar Customers Events 529

ShepHyken

DECEMBER 27, 2021

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 comment about each article and would like to hear what you think too. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Missions Media) Before Yelp and Google, if you had a bad experience at a business, you might mention it in passing to your family or friends, promise never to return to the place that mistreated you and then

2021 71

2021 Article Customer Service 2001 71

SurveySparrow

DECEMBER 27, 2021

The Chief Human Resources Officer (CHRO) is someone who takes care of all human resource management issues in an organization. CHRO priorities can include anything from upskilling the employees to rewarding the workers. The way a CHRO works can have a lot of bearing on the organization. It can be the difference between a happy set of employees and disgruntled ones.

2022 52

2022 Government Leadership Measurement 52

CSM Magazine

DECEMBER 27, 2021

When it comes to protecting the privacy of your company’s data, a VPN is essential. Depending on your needs, it can provide a high level of security to your business and its customers. What is a VPN? The acronym “VPN” stands for virtual private network, an encrypted network that extends across the Internet and enables users to send and receive data across shared or public networks as if their computing devices were directly connected to the private network.

Travel 52

Travel Customer Service Representative Contact Center Connections 52

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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

Zonka Feedback

DECEMBER 27, 2021

Did you know that your unhappy customers can cost you billions? According to Forbes, 30% of disloyal consumers say they share bad word-of-mouth for business on social media or post a negative review online. And this is like burning a bridge for other new customers as well. But the question is - if you are good at everything like product quality, pricing, and features, then what triggers disloyalty among your customers?

Effort Score 52

Effort Score Social Media Consumers Customers 52

NICE inContact

DECEMBER 27, 2021

Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World." This eBook is packed with insights from industry experts that will help you optimize your agents' skills.

Contact Center 80

Contact Center Download Measurement Insights 80

Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent.

User Experience 84

User Experience Webinar Consulting Technology 84

CSM Magazine

DECEMBER 27, 2021

Workplace injuries are one of the most unfortunate events ever for an organization. And to compensate for such unfortunate incidents, the law makes the injured employee entitled to workers’ compensation. This monetary compensation covers cash benefits or direct medical care as compensation for the damage that the person has gone through by becoming ill or getting injured as a direct effect of the job.

Insurance 52

Insurance Events Measurement 52

CustomerSuccessBox

DECEMBER 27, 2021

In this age and era of the subscription economy, customers are inundated with multiple options. To make them stay with you it’s super important that the customers see value in your offering. That too as early as possible. For that to happen, understanding Time-To-Value (TTV) is key. Tracking, measuring, and improving this metric should be your number one priority.

Customer Success 52

Customer Success Metrics Competitive Advantage Customers 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

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SmartKarrot

DECEMBER 27, 2021

It is often said that the customer is the king, but the fact of the matter is that not many companies can understand the needs of their customers. We have heard it many times… If we can somehow understand our customers, they will help us bring in more business. But, when it comes to practically implementing it, many people are not clear with the concept of customer-centricity.

Customer Centricity 10

Customer Centricity Metrics Definition Customers 10