InMoment XI

OCTOBER 17, 2023

As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. But then there’s the dreaded plateau. This can happen after you’ve been steadily gaining momentum, then all of a sudden, it seems as if your initiatives are no longer moving the needle.

Customer Experience 493

Customer Experience Net Promoter Score ROI NPS 493

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

BlueOcean

OCTOBER 17, 2023

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t faded yet.

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Government 2004 Automotive Customer Care 177

Experience Investigators by 360Connext

OCTOBER 17, 2023

”Are there differences in how to approach member experience versus customer experience?” Are you ready to define what customer experience success means for a nonprofit organization, association, or even a professional development organization? In this enlightening episode, Jeannie Walters places a spotlight on customer experience (CX) in member-based organizations and shows how you can use best practices and tools from the CX toolkit.

Customer Experience 143

Customer Experience Customers Engagement Connections 143

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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

ShepHyken

OCTOBER 17, 2023

“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.

Workshop 142

Workshop Customer Service Training Customer Service Interaction 142

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. This article delves deep into the world of customer service automation software, exploring its key benefits, essential features, and the best customer service automation software for your business needs.

Customer Service 76

Customer Service Multi-Channel Omnichannel Social Media 76

Optimove

OCTOBER 17, 2023

Every morning, I wake up groggy and stumble out the door of my apartment to get my first cup of coffee from the local shop around the corner. A few weeks ago, I walked into this coffee shop, and the barista gave me a friendly wave and pointed to the counter. Like magic, my favorite drink– a caramel latte– and a bag of chips I’d have with lunch awaited me.

B2C 72

B2C Connections Metrics Insights 72

SurveySensum

OCTOBER 17, 2023

‘Meet Sarah, a young entrepreneur with a promising business idea. She decided to seek financial assistance from an NBFC for her startup. However, Sarah soon found herself entangled in a web of frustration. The application process was lengthy and time-consuming. The online application form itself was plagued with pesky technical glitches, causing her to lose her progress multiple times.

Feedback 52

Feedback Management NPS Customer Satisfaction 52

Magellan Solutions

OCTOBER 17, 2023

Inbound call center services can help your company achieve an average conversion rate of 10%. It boosts profitability and generates more qualified leads. So, if you’re looking for a way to optimize your customer support operations, look no further than the inbound call center. Inbound call center outsourcing is a cost-effective solution that enables businesses to deliver superior and customized service to keep customers from straying to competitors.

Call Center 52

Call Center E Commerce E-support Telecommunications 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

Retail

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation.

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2023 Contact Center Customer Centricity Measurement 52

Magellan Solutions

OCTOBER 17, 2023

Here’s a fun fact: existing customers bring in 68% of all new clients. Most businesses depend on their current customers to sustain and generate new sales. There is a powerful tool that attracts and retains customers. It is called direct marketing inbound teleservices and affects client retention. Are you ready to discover the keys to preserving a loyal customer base?

Marketing 52

Marketing E Commerce E-support Customer Satisfaction 52

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. Nevertheless, it can be quite challenging to pinpoint areas for improvement and identify the best strategies to achieve it. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Net Promoter Score 79

Net Promoter Score Culture Feedback Employee Experience 79

Genroe

OCTOBER 17, 2023

Customer feedback is often seen, at worst, as a compliance task and, at best, as a long term way to increase sales and customer retention. But it doesn’t have to be that way. Yes, the customer feedback process does drive long term customer loyalty and lifts revenue but you can also use the data in […] The post Using Customer Feedback To Grow Sales [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Webinar 52

Webinar Net Promoter Score Feedback Sales 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

Gainsight

OCTOBER 17, 2023

Customer Success professionals are under more pressure than ever. Manage more accounts. Secure more renewals and customer expansion opportunities. Increase Net Revenue Retention (NRR). Drive product engagement through the roof. The list goes on. Here’s the thing: The economic headwinds and premium on efficiency mean company leadership is asking Customer Success Managers (CSMs) and other customer-facing teams to do more with less.

Leadership 52

Leadership Social Media Article Engagement 52

SAP Customer Experience

OCTOBER 17, 2023

Virtual October 31, 2023 Agenda Dear Valued Customer, We are pleased to invite you to the SAP Premium Engagement Session focusing on ‘SAP Solution Manager versus SAP Cloud ALM’ taking place virtually on October 31, 2023. Please find the current agenda here. In this session, we will discuss and explain.

2023 57

2023 Engagement Management Customers 57

West Monroe

OCTOBER 17, 2023

Subscribe Spotify Apple Podcasts Pandora iHeart Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page About the Episode In episode 3 of "This is AI," hosts EJ , Erik Brown , and Ryan Elmore delve into the intricate world of AI prompts, from the most basic to the highly sophisticated. They shed light on the versatility of tools and data, illustrating how different inputs can drastically alter AI outcomes.

Healthcare 59

Healthcare Innovation Technology Insights 59

Genroe

OCTOBER 17, 2023

Excel is a very functional tool and it has the advantage of being on everyone’s desk.While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. In this one hour webinar we will share, using Excel: The post Practical Survey Analysis in Excel [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Webinar 52

Webinar Net Promoter Score Customer Experience Customers 52

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

Forrester's Customer Insights

OCTOBER 17, 2023

Shareholders demand profitable, responsible revenue growth. Buyers expect you to deliver value at every step of the sales process. And sellers expect to be prompted to the best actions and steps to take to achieve quota. It’s really hard to deliver on all these expectations. Buying motions are complicated.

Sales 57

Sales 2023 B2B Customer Engagement 57

Genroe

OCTOBER 17, 2023

About 3 minutes after your first customer feedback or NetPromoter survey goes out, management will be pounding the desk for a report with charts, analysis and recommendations. The question is, apart from a simple chart of scores, what else should be included in your best practice Net Promoter reporting pack? In this webinar, we’ll discuss The post The 9 Elements Your NPS® Report Must Have [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Net Promoter Score 52

Net Promoter Score Webinar NPS Feedback 52

Help Scout

OCTOBER 17, 2023

Struggling to write a customer service resume? In this article, we share seven different customer service resume examples that cover a variety of roles.

Customer Service 44

Customer Service Article Customers 44

Genroe

OCTOBER 17, 2023

You’ve spent weeks working through the numbers to unpick what customers are saying. After checking through the data and analysing a range of root causes, you have created a practical plan to solve a key customer issue. Your presentation nails each of the points you want to make. It starts right up front with the […] The post How to Calculate and Use Survey Sample Size [On Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Webinar 52

Webinar Net Promoter Score Presentation Customer Experience 52

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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.

Information

Alida

OCTOBER 17, 2023

Explore case studies demonstrating how media organizations and retail industries have found insight communities a cost efficient alternative to external research.

Retail 130

Retail Insights Customer Insights Customers 130

Genroe

OCTOBER 17, 2023

Dive into our 30-minute webinar to learn how the 5 Whys Approach can transform customer feedback into actionable plans for enhancing customer experience. The post Using 5 Whys Root Cause Analysis on Customer Feedback [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.

Webinar 52

Webinar Net Promoter Score Feedback Customers 52

The DiJulius Group

OCTOBER 17, 2023

What do you think is the top reason people give when asked what makes life most fulfilling? A great life partner? Raising kids? Money? Pew Research Center conducted a study to better understand Americans’ views of factors that lead to a fulfilling, happy life. Surprisingly, the majority of those surveyed said job satisfaction was the. Read Full Article The post Research Says This is the Top Determinant in Having a Fulfilling Life appeared first on The DiJulius Group.

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Article Culture Leadership 97

dscout People Nerds

OCTOBER 17, 2023

Meet the people that matter to you in the moments that matter to them. Qualitative research tools and services for product, innovation, CX, and brand.

Innovation 97

Innovation Brands 97

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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