Mon.Dec 06, 2021

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Four Things to Consider When Leveraging a Customer Feedback Management Platform

InMoment XI

I may be dating myself here, but does anyone else remember sitting in a conference room surrounded by sets of data tables and analyses so you could then manually pull numbers, read through all the comments, and manually populate reports? And after all of that, you still had to manually tweak those reports for each audience! It took days to complete a report.

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Wow Your New Employees

Bill Quiseng

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?” You don’t want their answer to be, “Well, all I learned was what will get me fired.” While that information is important, consider the overall message you are giving new empl

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Seven CX Tips to Help Weather the 2021 Holiday Season ‘Everything Shortage’

CSM Magazine

Holiday season performance is ‘make it or break it’ for the entire year for most retailers, and Holiday 2021 is certainly no exception. Mike Myer, CEO and co-founder of Quiq looks at the challenges ahead. Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. Retailers are already feeling the effects of pandemic-related seasonal headwinds, putting pressure on consumer confidence, full-time and temporary st

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Key Insights to Guide your CS Strategy in 2022

Totango

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. First, we’ll look at how the flywheel model has redefined our understanding of the 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 Importance of Creating a Repeatable Voice of Customer Process

Kapta Customer Success

Net promoter score results aren't enough to gain a clear understanding of what your organization needs to do to build healthier and longer-lasting relationships with key clients. Instead, it's important to develop an interview and feedback system that integrates into overall account management so your KAM team has a strong relationship with each client that continues to develop over time.

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5 Top Customer Service Articles of the Week 12-6-2021

ShepHyken

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. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. (Destination CRM) What’s the difference between customer service and customer care?

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5 Steps to Designing a Killer Gym Loyalty Program

Perkville

Learn what it takes to design and run a gym loyalty program that increases member engagement to improve retention and generate referrals.

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20 Best HR Conferences in 2021

SurveySparrow

HR is going through an incredible phase. Things keep changing almost on a daily basis. It is wise for human resource professionals to attend HR conferences. You can keep up with the latest industry trends, solutions, and technologies. In this article, we are going to look at 20 of the best HR conferences in 2021, both virtual and in-person conferences.

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5 2022 CX trends: Time for a CX revolution

NICE inContact

For years, we’ve been championing the idea that modernizing to an all-in-one cloud platform to power your contact center was an urgent “must-have.” The benefits of agility, flexibility, cost, reduction, and access to rapid innovations seemed obvious.

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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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5 Key Skills Contact Center Leaders Must Have

Uniphore

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained.

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Top Customer Success Events in 2022

CustomerSuccessBox

With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. SaaStock. Date- October 17th–19th, 2022. Location- Dublin, Ireland. SaaStock is the best conference in Europe for SaaS founders and Executives.

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What were the best customer experience and design books in 2021?

MyCustomer

Engagement What were 2021's best CX and design books?

Books 94
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10 Best Wufoo Alternatives and Competitors

ProProfs Chat

If you’ve been using Wufoo and looking for Wufoo alternatives, then you’ve come to the right place. New software solutions are released frequently, and you can always find a better and more robust alternative to meet your needs. This is what we’re going to discuss in this post – tools similar to Wufoo so that you can upgrade the way you build online forms, share them with your audience, and collect data.

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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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Is customer experience dying - and can it be saved?

MyCustomer

Loyalty Is customer experience dying and can it be saved?

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Top Customer Success Leaders to follow in 2022

CustomerSuccessBox

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. All thanks to our leaders who have been contributing to the community to shape and evolve it in the way see it today.

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Automated Communications that Don’t Feel Automated

Topdown

Automation has played a major role in crafting the society that we all live and operate within every day. Consider the first iteration of automation as the great American industrial revolution. The key proponent to the first industrial revolution was the invention of the assembly line. With automated machine manufacturing in place, it was easy to insure that each piece of the production line was manufactured to spec, and therefore minimized error.

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The new imperative for banks to build loyalty post-crisis

West Monroe

Banks are facing a number of challenges brought upon by the pandemic. Among the most important is forging relationships as trusted partners with clients in need.

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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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Making Good Use of Travel Outsourcing This Christmas Season

Magellan Solutions

Make Travel Tasks More Convenient with Travel Outsourcing. Traveling is definitely one of life’s greatest pleasures. While visiting a new city and learning a new culture can be exciting, planning a trip is a different feat entirely. Travel agencies and companies always come in handy, and in a country like the Philippines where travel is popular, many businesses have sprung up offering services that make travel planning convenient.

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The Top Customer Experience Books (Updated December 2021)

Genroe

This regularly updated post provides links to the most popular (defined below) books on CX and related areas, along with their authors, ratings and prices. While there are many ways this list could be ordered, it is ordered by number of ratings on Amazon. Sometimes this says more about how long a book has been […]. The post The Top Customer Experience Books (Updated December 2021) appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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National Grid sparks customer engagement with interactive and forward-looking sustainability initiatives

Maru Group

By Stacey Kinley, SVP, Strategy and Development, Maru/Matchbox | December 6, 2021. Transparency is important in building customer trust so they can adopt sustainable practices. How do you engage customers in a low-engagement, highly regulated industry? How do you get them to adopt sustainability practices that are better for both them and the planet?

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Drive positive CX and brand perception by harnessing unsolicited feedback

Qualtrics

Introducing our native integrations with Google and Facebook reviews, which will enable businesses to power their VoC programs with insights from the channels their customers are using. Your social media and online review channels can provide a wealth of insights to fuel your voice of the customer (VoC) program. The ability to pull this unsolicited feedback into your customer experience (CX) platform and compare it to other business data, such as VoC feedback and operational KPIs, provides a mor

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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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All you need to know about Knowledge Management in 2022

Knowmax

The post All you need to know about Knowledge Management in 2022 appeared first on Knowmax.

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Unlocking the true value of digital technology in Manufacturing

Alliance by IFS

The speed at which digital technology advances and the way it can disrupt entire markets is truly mindboggling. Why do. The post Unlocking the true value of digital technology in Manufacturing appeared first on IFS Blog.

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How to Solve the Work from Home Quandary

The DiJulius Group

One of the biggest business impacts resulting from the pandemic is the work from home (WFH) quandary. Why is it a quandary, because make no mistake about it, it is here to stay. The sooner businesses and its leaders realize this, the sooner they can pivot and find long-term solutions that can reduce the negative. Read Full Article. The post How to Solve the Work from Home Quandary appeared first on The DiJulius Group.

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How to Leverage Search Keyword Learnings Across Programmatic Display Campaigns

Merkle

Cross-channel integration is frequently forgotten when building channel-level tactical media strategies. Often, advertisers and analysts alike only assess the role of other media channels when evaluating conversion attribution and each channel’s role in the path to purchase.

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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