Tue.Dec 21, 2021

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Elves Rule: Employees ‘Make’ The Customer Experience, and Should Be Recognized for It

InMoment XI

This article was originally published on CustomerThink. Santa Claus (with the help of Mrs. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior.

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6 Essential Messages for Customer Success Manager Automation

Totango

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Here we’ll look at the concept of milestone messaging and how it applies to key stages in your customer lifecycle.

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3 Reasons Why Your B2B Business Needs Live Chat In 2022

Team Support

In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space. Live chat software connects businesses with their customers, drives revenue and growth, and provides a universally better experience that drives customer satisfaction. Given the continuous, digital transformation of the business world, the ongoing absence of live chat software only creates a void.

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Amazing Business Radio: Dan Hill

ShepHyken

Customer Service Avoidance. How CX Avoidance Impacts Customers, Employees, and Brands. Shep Hyken interviews Dan Hill, founder of Sensory Logic, Inc. and a pioneer of using facial coding in business to capture and quantify consumer responses. He is the author of nine books including his latest, Blah, Blah, Blah: A Snarky Guide to Office Lingo. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey.

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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 MOST Important Customer Success Metrics

ClientSuccess

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. These numbers are also shared with other departments, executives, and even board members to inform how the business is doing.

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4 CX Trends that Will Shape Customer Experiences in 2022

Cyara

Digital transformation is permanently changing customer experience. The past few years have ushered in rapid shifts in the world of customer experience. The pandemic brought sweeping changes to the way businesses interact with their customers and altered consumer expectations in dramatic ways. The wheels that have been set in motion aren’t likely to slow down anytime soon, either.

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Podcast: CX leadership and the importance of predictability

MyCustomer

CX leadership and the importance of predictability. Chris Ward. Tuesday, December 21, 2021 - 09:21. Customer experience management. Data management. Employee engagement. Podcast: CX leadership and the importance of predictability.

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West Monroe - Untitled Article

West Monroe

We outlined in the first part of this series how the American Rescue Plan’s goal of expanding coverage for commercial and state Medicaid plans will pose unique challenges for health plans across the entire enterprise, both strategically and tactically. They must now meet the needs of a drastically reshaped beneficiary population—with new members comprised largely of younger, tech-savvy individuals, as well as those previously priced out of commercial plans with undermanaged chronic c

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Podcast: Predictability, firing & forgetting - leadership-style advice from the CX Leader of the Year

MyCustomer

Podcast: Leadership style and CX success. Chris Ward. Tuesday, December 21, 2021 - 09:21. Customer experience management. Data management. Employee engagement. Podcast: Predictability, firing & forgetting - leadership-style advice from the CX Leader of the Year.

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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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Alchemer Named the Fastest, Easiest, and Best Feedback Platform According to G2 Winter 2022 Reports

SurveyGizmo

Awards based on ratings and reviews from CX, EX, and Market Research Professionals. LOUISVILLE, COLORADO, DECEMBER 21, 2021 – Alchemer (formerly SurveyGizmo) – a global leader in Customer Experience (CX) and Voice-of-the-Customer (VoC) technology – announced today that G2.com awarded the company’s enterprise feedback platform the Best Meets Requirements, Fastest Implementation, Easiest Setup, Easiest Admin, and Easiest to Use awards in the G2 Reports for Winter 2022.

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Cure The Automation Hangover In Customer Service

Forrester's Customer Insights

Close your eyes and I’ll set the scene: it’s 2016. Chatbots are all the rage. News articles are predicting the death of the contact center as we know it. AI, the prophesied hero, powering the agent who doesn’t need breaks and can engage with 100 – no, 1000 – customers at once. Infinitely scalable human-like […].

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Top Survey Tools for Zendesk

Zonka Feedback

A company’s customer support team is a critical component that enables ensuring that customers continue business with you for life. And expecting customer service agents to take on such a huge responsibility without substantial customer data is unrealistic.

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Why Good SEO is Good for You and Your Customer

CSM Magazine

SEO is a vital tool to a business and should not be overlooked in any business, there are many benefits to having a good SEO, and we will look at some of them. Why Is it Good for Your Business? A good SEO will ensure that your website ranks high on search engines results. Sites like that are considered high quality and trustworthy by search engines, which means that a good SEO will boost your business’ credibility.

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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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Top Survey Tools for Zendesk

Zonka Feedback

A company’s customer support team is a critical component that enables ensuring that customers continue business with you for life. And expecting customer service agents to take on such a huge responsibility without substantial customer data is unrealistic.

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2021 CX Reflections – Building Community Through Servant Leadership

Horizon CX

Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to gradually end. Unfortunately, we are still not at that point in time neither now, nor is it likely we will be very soon.

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Strategically Adapting to The Disruption Of The Traditional Work Definition

CSM Magazine

The move toward a decentralized office space and retail environment has accelerated in the past year and a half. There are various reasons for the acceleration toward a decentralized office space but suffice to say, the reality is that remote and hybrid work is becoming more the norm than in years past. In fact, since 2018, when only 7% of US workers worked remotely as an option, that percentage has grown to 26% in 2021.

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Happy Holidays from Blue Ocean!

BlueOcean

As the year comes to a close, we hope you find yourself working towards a very restful, well-deserved holiday season. But don’t set that “out of office” notification quite yet. Before you unplug and spend time with the people you care about, let’s look back on some of the most important contact center topics from 2021. Below you’ll find five of our very favourite articles from the Blue Ocean blog—we hope you find them useful!

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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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What a Year!

Uniphore

As we begin to close out another year filled with massive, seize-the-day opportunities, I like to look at what our team achieved, even amidst significant challenges, and what’s to come. 2021 has been a year for record Uniphore growth in revenue, customers, and size of our organization. Today we are more robust than ever before. The momentum we’ve gained over the past several months (and years) has positioned us as the foremost leader and innovator in our industry.

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Why Customer Success Now Demands a Seat at the Table

SmartKarrot

Customer Success (CS) roles and dedicated CS teams have risen in these last few years. In 2019, there were 40,000 CS job vacancies available in the UK alone, and the number is constantly growing with increasing competition in the SaaS market. So in 2021, it’s time that CS is provided with a seat at the C-suite table and made part of CXO conversations.

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Clarivate recognized as a great place to work in Malaysia

Clarivate

In this continuing time of workplace change and evolution, we are proud to be able to consistently and continuously deliver on our clear mission : being a trusted, indispensable partner to innovators everywhere, delivering critical data, information, workflow solutions and deep domain expertise. This can only be possible through the commitment of our 8,500+ colleagues in more than 40 countries worldwide.

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The Power of SAP Upscale Commerce Storybooks

SAP Customer Experience

What are the Storybooks? in SAP Upscale Commerce, Storybooks allow you to create unique merchandising experiences, blending together products, categories, articles and images as well as linking to templates in your experience to tell a story. Storybooks provide flexibility on the layout of this content. You can think of Storybooks.

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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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The Next Decade of Healthcare Is Primed For Seismic Disruption By Hospital-At-Home

Forrester's Customer Insights

Starting in the 1800s, house calls from physicians were the norm. Traveling was too difficult for sick patients and house calls eliminated most of the healthcare costs of a standard visit. Until the 1940s, house calls were the primary modality of care. Physicians would travel with their medical supplies on foot or by horseback to […].

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DIY knowledge base for handling customer calls with ease

Knowmax

The post DIY knowledge base for handling customer calls with ease appeared first on Knowmax.

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Why Referrals Need to Be the Centerpiece of Your Fitness Marketing Strategy

Perkville

Gym Referral Program - From referral passes to direct mail marketing, Perkville provides some gym referral program ideas to help your gym get new members.

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5 Ways Automation Can Help Create a Consistent Customer Experience

Kustomer

image source: superoffice.com. It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. They’re likely to peruse items and pursue purchases both online and in-store using a variety of methods. It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012.

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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