InMoment XI

SEPTEMBER 29, 2022

Collecting data with no way to use it is like learning to drive without a car; it just doesn’t make sense. For retail banks, and most organizations, collecting data is only half the battle in the world of customer experience. Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions.

Banking 493

Banking Retail White Paper Omnichannel 493

ShepHyken

SEPTEMBER 29, 2022

I’ve been working with an amazing client. We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. This makes me very proud of the work we do. . Communication is one reason that their vision is coming to life. The CEO has sent out videos, regularly schedules town hall meetings, and shares best-of-the-best examples of how team members are creating amazing experiences and Moments of Magic® for their colleagues and

Customer Service Training 125

Customer Service Training Customer Service Feedback Communication 125

dscout People Nerds

SEPTEMBER 29, 2022

How Hinge Health’s UXR team uses a mixed-methods practice to both engage stakeholders and adapt to an evolving—and ever critical—healthcare space.

Insights 105

Insights Healthcare Engagement 105

BirdEye

SEPTEMBER 29, 2022

If you’re like most business owners, you’re always looking for new ways to bring in more customers. However, when most people think of the Yellow Pages, they think of a phone book. Now, the Yellow Pages is a valuable online resource for businesses of all sizes. With millions of visitors each month, it’s a great place to list your business and start generating more quality leads.

Books 94

Books Customers Information Touchpoint 94

Advertisement

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Customer Enthusiast

SEPTEMBER 29, 2022

When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your industry and job function. If you work in a hotel, you may be thinking about KPIs such as occupancy, average daily rate, and revenue per available room. Restaurateurs are preoccupied … Continue reading "Two types of KPIs".

Hotels 57

Hotels Metrics Retail Sales 57

CustomerSuccessBox

SEPTEMBER 29, 2022

The adage “time is money” is the ultimate reality that supports the success of your organization in the SaaS sector. A variety of options are accessible to customers today in this cutthroat industry. B2B SaaS businesses typically rely on their decisions on investments or IT solutions on the reliability of the brand or product. However, customers are also searching for a quick time to value (TTV).

Metrics 52

Metrics Return on Investment B2B Customer Relationships 52

CSM Magazine

SEPTEMBER 29, 2022

Infinity , the global call intelligence and speech analytics platform, can today reveal that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases. Infinity’s call data shows that there was a week-on-week increase of 50.1% in calls between March 20th and 27th, the week preceding the April 1st price hike.

Average Handle Time 52

Average Handle Time 2011 Telecommunications Automotive 52

Zonka Feedback

SEPTEMBER 29, 2022

How good is your Customer Service? Is your data telling you that it’s good or is it your Customer Service Team or is it the customers themself? Customer Service has changed a lot in the past 15 years. We have come a long way from the times when Customer Service involved rotatory phones and call centers. Now it’s more about providing a full-fledged experience to remember.

Metrics 52

Metrics Measurement Net Promoter Score Customer Service 52

CSM Magazine

SEPTEMBER 29, 2022

Nearly a quarter of finance leaders plan to increase CSS funding, despite economic pressures. Only 7% of CFOs plan to decrease customer service spending over the next 12 months, according to a July 2022 poll of 234 finance leaders by Gartner, Inc. Twenty-one percent plan to increase customer spending and 72% to maintain spending, despite economic pressures.

2026 52

2026 Customer Service Financial 2022 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Lithium

SEPTEMBER 29, 2022

Everyone has had those horrid travel days. Everything seems to go wrong. You forget your passport, your wallet, or worse still, you forget your headphones. Nothing seems to top off a bad travel experience than a flight getting canceled or having a hotel lose your room reservation. Unfortunately for millions of people in recent memory, having a flight canceled is practically baked into the travel plans.

Hospitality 52

Hospitality Brands Travel Airlines 52

CSM Magazine

SEPTEMBER 29, 2022

Being customer focused is all about making sure your relationships revolve around your clients and lead to their satisfaction. Many shoppers who have negative experiences want to switch to another organization that has better service, and when word gets out, this can be detrimental to your company. While it is no longer enough to focus on only product or service sales, putting an effort into your brand can help you stand out.

Customer Focused 52

Customer Focused Social Media Feedback Customers 52

delighted

SEPTEMBER 29, 2022

This just in: the newest update to the Delighted iOS app allows users to add Widgets to their home screen or Today view. As the first and only CX survey platform to offer iOS Widgets, Delighted Widgets makes your CX metrics more accessible than ever before. Add as many Widgets as you need to keep a pulse on the metrics most crucial to your overall customer experience.

Metrics 52

Metrics Download NPS Retail 52

CSM Magazine

SEPTEMBER 29, 2022

Anticipates an additional 1,500 new jobs on the heels of major new business wins. KM 2 Solutions , a leader in nearshore business process outsourcing with contact centers across the Caribbean and Latin America, is pleased to announce further expansion to its Caribbean operations. As a result of the increased demand for high-quality English language contact center solutions, KM 2 will be increasing its footprint in Barbados, Grenada, and St.

2004 59

2004 Contact Center Telecommunications Hospitality 59

Advertisement

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Brad Cleveland Blog

SEPTEMBER 29, 2022

Just as there are six flight characteristics essential to pilots (which they refer to as the “sixpack”), there are six dynamics essential to customer experience leaders. We’re not talking about drinks or abs—these are the six underlying and most basic … Continue reading → The post The Customer Experience Sixpack appeared first on Brad Cleveland.

Customer Experience 26

Customer Experience Reference Customers Contact Center 26

CSM Magazine

SEPTEMBER 29, 2022

Bianca Angelico, Chief DayMaker, On Verve. Bianca Angelico shares five daily themes that guest services firm On Verve are following to celebrate National Customer Service Week (3-7 October 2022). Monday: The Human-Tech interface. We still have not cracked the code of the human-tech interface relationship. As technology is being brought in to assist customer service teams, the integration hasn’t always been smooth sailing.

2022 52

2022 Customer Service Customers Leadership 52

Forrester's Customer Insights

SEPTEMBER 29, 2022

Collecting data without infringing on consumers’ privacy and ultimately sacrificing their loyalty and trust is a new marketing imperative. Marketers must avoid regulatory fines and reputational damages and lead the conversation on consumer privacy. Data deprecation, new privacy laws, and the cookiepocalypse are coming. You’re now past the time to revise your approach to data […].

Consumers 26

Consumers 2022 Loyalty Marketing 26

CSM Magazine

SEPTEMBER 29, 2022

#NCSW2022 Webinar: Great Customer Service for Heat Networks – What Does It Look Like and How Do We Achieve It? Join us on 6 th October 2022 for a discussion on how customer service for heat networks compares to the wider industry, what it should look like and how it can be achieved. In light of National Customer Service Week commencing on the 3 rd of October and the current cost of living and energy crisis, Insite Energy will be hosting a discussion on customer services for heat networks.

Webinar 52

Webinar Customer Service 2022 Events 52

Advertisement

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

SmartKarrot

SEPTEMBER 29, 2022

Role: Director, Client Success Location: New York, NY, US (Hybrid) Organization: Grubhub As a Director of Client Success, you will manage the stellar Corporate Accounts Client Success team, overseeing all new client implementation, client retention and satisfaction and client up-sells for the Grubhub’s corporate accounts team. Exceed financial targets for existing clients, new clients, and up-sell / expansion opportunities.

Customer Success 19

Customer Success Leadership Customers NPS 19

Customer Experience Update Submitted Articles

SEPTEMBER 29, 2022

Definition 130

Definition 130

2020 Research

SEPTEMBER 29, 2022

October 27, 2 p.m. ET / 11 a.m. PT . The rapid increase in automated quantitative and qualitative research technologies in the past decade transformed the insights process forever. Now, these technologies are poised to bring the two branches of market research together unlike ever before for a truly hybrid experience. This cross-pollination of qual and quant delivers deeper, more robust insights at your fingertips.

Webinar 52

Webinar Leadership Consulting Insights 52

CSM Magazine

SEPTEMBER 29, 2022

The ultimate aim of the job search frequently appears like the most difficult part of the process, whether you are looking for a new career or returning to work after a break. Even if you are relocating and have hired the best moving companies from [link] to help you with the move, finding a job remains a tough call. The job applicant and the company must put in a lot of work before the hiring process is complete.

Reference 52

Reference Advertising Culture Article 52

Advertisement

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Lithium

SEPTEMBER 29, 2022

Don't have time to read? Check out this audio version of our blog, also found on your favorite podcast platform! The digital world is no stranger to crisis It started with the.com bubble, Y2K, and any number of brand social faux pas. What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are.

Airlines 52

Airlines NPS Customer Care 2021 52

inSided

SEPTEMBER 29, 2022

In an age of business efficiency and where Durable Growth reigns supreme, being able to scale with your existing resources is not only ideal but expected. The same expectations apply to Customer Success teams. Thankfully, Digital Customer Success (DCS) can enable these teams to still leverage their tried and tested human-touch processes, while automating touch points that don't need to be as hands-on.

Customer Success 52

Customer Success Customers 52

ReviewTrackers

SEPTEMBER 29, 2022

65

65

Forrester's Customer Insights

SEPTEMBER 29, 2022

Holiday planning is already well underway, and now it’s all about executing on marketing plans, site adjustments, and other finishing touches online and in-store. Read our insights to help you prep for the 2022 season!

2022 26

2022 Blog Insights Marketing 26

Advertisement

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