Thu.Oct 14, 2021

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10 Questions for B2B2C CX Leaders

Heart of the Customer

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chosen to address each audience individually. B2B2C experiences, such as those offered by […]. The post 10 Questions for B2B2C CX Leaders appeared first on Heart of the Customer.

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Thinking About Employee & Customer Journey Mapping? 3 Reasons to Dive In

InMoment XI

There are a lot of elements to building a successful customer experience (CX) or employee experience (EX) program, but one of the most fundamental is employee and customer journey mapping. Journey mapping allows organizations to better understand the interactions and relationships that various audiences share with you, which allows you to create Experience Improvement (XI).

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The Power of Lifecycle Management to Drive the Customer Experience With Danilo Pozo

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Danilo Pozo from Cisco to learn about lifecycle management and being the customer’s number one supporter. Listen to the full podcast below to learn more about Danilo and his work creating a more economic workforce in developing communities.

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Measuring Digital Experiences with Lumoa and Giosg

Lumoa

Take control of your digital customer experience By integrating Giosg with Lumoa you have an easy way to trigger surveys directly in your digital channels while Lumoa turns the feedback into actionable insights. With the intelligent triggering and targeting provided by Giosg’s online surveys, you can optimize the moments in which you collect the feedback, and with Lumoa’s AI you can understand in detail how to improve each step of your digital customer experience.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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The Fundamentals of Turning CX Data into More Loyal Customers

Feedbackly

Our previous article focused on generating leads and attracting new customers to your business using CX data. If you have achieved that, congratulations! Your.

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Autumn Innovation Launch: Embedding ease and trust into every engagement

Lithium

No matter where you are right now, the seasons are changing — And your award-winning customer engagement platform is no different. Even after a year and a half of meeting your customer's needs under challenging and ever-changing circumstances that the pandemic has brought, we understand that providing your employees with the tools and knowledge to solve a multitude of new customer issues continues to be a huge priority.

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Guest Post: This is the Secret Ingredient in the Contact Center

Stella Connect

Colin Shaw is an official LinkedIn Influencer where he has recognized as one of the ‘World’s Top 150 Business Influencers.’ Colin’s company, Beyond Philosophy LLC, has been selected by the Financial Times as one of the best management consultancies for the last two years. Colin has written seven bestselling books on Customer experience is the co-host of the highly successful Intuitive Customer podcast.

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Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Or, with the various software platforms like SurveyMonkey, should you just pay for the software license and do it yourself? Survey Software or Customer Survey Company?

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Five Ways Courier Companies Can Improve Their Customer Service

CSM Magazine

The success of any business is majorly dependent on the quality of customer service offered. On the same note, customer satisfaction has a huge impact on a company’s client retention rate. This is the reason why a company should always try to deliver excellent customer service at all times. The courier sector, in particular, has a lot of room for improvement when it comes to providing excellent customer service.

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The 2023 Verint Experience Index: Retail

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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Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Or, with the various software platforms like SurveyMonkey, should you just pay for the software license and do it yourself? Survey Software or Customer Survey Company?

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Customer Service Is an Essential Part of Employee Time Tracking for Better Management!

Call Experts

Sometimes companies will execute employee time tracking by using a sign-in sheet when entering and leaving the workplace. Likewise, the conventional method of requesting time off, sick leave, or tardiness is by calling your supervisor, and the supervisor records the absence on a spreadsheet. . Does either of these situations sound like your company?

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Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company? Or, with the various software platforms like SurveyMonkey, should you just pay for the software license and do it yourself? Survey Software or Customer Survey Company?

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6 Steps in Launching a Successful Customer Service Initiative that Lasts

The DiJulius Group

Every company is guilty of coming up with a bunch of great ideas and incredible initiatives in a meeting room only to have them eventually fizzle out and die. Here’s a list is how The DiJulius Group ensures our consulting clients are seeing tangible results twelve months, three years, even five years later. 1. Create. Read Full Article. The post 6 Steps in Launching a Successful Customer Service Initiative that Lasts appeared first on The DiJulius Group.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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COVID-19: Fighting a global pandemic with innovation

Clarivate

In this episode of Ideas to Innovation , Clarivate life sciences and healthcare experts reflect on partnering with pharma to combat the pandemic. Listen now. COVID-19 has presented an enormous global challenge, requiring an unprecedented level of engagement by stakeholders across pharma, research and policy. While SARS-CoV-2 emerged as a novel virus to which humans had no immunity, infection control measures have now been deployed and existing, new and emerging technologies are helping to speed

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Europa Announces Employee Expansion

CSM Magazine

Europa Contact Centre , the multi-channel outsource contact centre is set to expand its workforce by 25 per cent as part of its overarching growth strategy. These include team leaders, business development managers, trainers, and call centre agent positions. The recruitment drive follows the completion of a successful £1m innovative technology upgrade at the site.

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Apple iOS 15 Features: Push Notifications

Blueshift

Back in June, we shared a preview of Apple’s new iOS 15 privacy protection features that will affect your brand’s marketing strategy — specifically regarding your approach to email. Now, after the release of iOS 15 in late September. The post Apple iOS 15 Features: Push Notifications appeared first on Blueshift.

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7 Ways to See Your Business from Your Customers’ Perspective

Brad Cleveland Blog

The most successful leaders don’t rely solely on data to tell them what’s happening. They take steps to put themselves in their customers’ shoes. They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers do. I agree. Get out there and see what’s happening firsthand. Make it a habit. Learn as much as you … The post 7 Ways to See Your Business from Your Customers’ Perspective first appeared on Brad Cleveland.

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The Open CCaaS Advantage Report

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.

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The Five Tenets Of A Sticky Retail Subscription

Forrester's Customer Insights

Subscription offerings from brands and retailers have been popping up everywhere. But as many subscription services have found — and Rent the Runway’s recent IPO filings also underscore — creating a compelling subscription includes getting customers to subscribe and then keeping them subscribed, with continued value from that subscription. Otherwise, churn and operational complexity can […].

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What Is Keyword Research? Explained in 4 Easy Steps

DemandJump

What Is Keyword Research and Why Is It Important? Keyword research is the process of discovering which words and phrases your target audience is using to search for websites and answers to questions on search engines. A keyword can be one or two words, but it can also take the form of a complete phrase or a question.

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Play The Long Game With Email Marketing This Holiday

Forrester's Customer Insights

The stakes around your email program are higher. Think and plan long term to do right with email marketing this holiday season.

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Keyword Research Examples and the Best Tools To Use

DemandJump

Search engine optimization (SEO) is the process of tailoring content to improve where it ranks when potential customers search for the products or services you provide.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Why You Should Treat Customers as Individuals

Middlesex Consulting

Introduction I recently participated in an ExitReadiness Podcast organized by Pat Ennis. Our topic was “When You Start Making A Big Decision, First Talk with The People Involved.” The high-level summary is when you have to make a major decision, talk with the people who will be impacted by the decision. Without this step, it […]. The post Why You Should Treat Customers as Individuals appeared first on Middlesex Consulting.

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Keyword Match Types: The Pros and Cons of Each Type

DemandJump

Your choice of keywords is how you connect with the search intent of potential customers—essentially it’s how you stand out in the void to match their search queries.

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Keatext helps COOLA boost customer satisfaction by 5 points

Keatext

The post Keatext helps COOLA boost customer satisfaction by 5 points appeared first on Keatext.

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How to Use an SEO Keyword Generator to Drive Revenue

DemandJump

Using a keyword generator for SEO keyword research is a basic skill that all digital marketers should master.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the