ShepHyken
APRIL 11, 2023
The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals.
Magellan Solutions
APRIL 19, 2023
8 Secrets to Improving Customer Service in the Insurance Industry with Outsourcing If customers do not get satisfactory service, they easily switch to other competitors. In order to keep up with the changing needs, improving customer service in insurance is one of the top priorities of businesses. Customer experience is a key aspect for companies trying to increase sales, satisfaction, and referrals.
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MyCustomer
APRIL 24, 2023
Engagement Entries rolling in to CX Leader of the Year 2023
eglobalis
APRIL 10, 2023
The beauty (and challenges) of European cultural differences in CX The post The beauty (and challenges) of European cultural differences in CX appeared first on Eglobalis.
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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.
Feedbackly
APRIL 20, 2023
If customers are the lifeblood of a business, their satisfaction is what will keep it running. It is important that brands keep track of customer satisfaction consistently to identify what they do well and focus on what they could do better. CSAT is one of the popular metrics used for this purpose. But does it cover everything you need to keep your customers happy?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
APRIL 11, 2023
Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR “high grade; superiority; excellence: wood grain of quality.” OR “native excellence or superiority.” Where does quali
Retently
APRIL 11, 2023
There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth. They mean that your product or service delivers significant, measurable benefits.
Alida
APRIL 27, 2023
The world of customer insights has drastically shifted in recent years. With mobile devices becoming ubiquitous and mobile usage continuing to rise, it has become increasingly important for businesses to take a mobile-first approach to their customer insight and survey tools.
eglobalis
APRIL 18, 2023
Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the [.] The post Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX appeared first on Eglobalis.
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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
ShepHyken
APRIL 25, 2023
One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.
BirdEye
APRIL 28, 2023
Are you an insurance provider who is looking to increase your revenue? If so, then effective insurance marketing strategies are the way to go. These strategies aren’t just about getting more clients, it’s also about retaining existing ones and making sure they keep coming back for more. Fortunately, there are a number of ways to do this. In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client int
Daniel Group
APRIL 5, 2023
Learn How Improved Daily Customer Interactions Set Navistar Apart From Their Competition! Trish Reed, VP Zero Emissions, Navistar , discusses how CX is not about the score, or about managing performance of a dealer. “CX is about us learning together, this is a journey, focusing on the human element of things, and helping our dealers improve interacting with customers.” Transcript Lynn Daniel: Welcome everyone.
Feedbackly
APRIL 6, 2023
Emotions play a crucial role in customers’ decisions to purchase and recommend products to others. However, measuring something as complex and inconsistent as emotions is not easy. The Emotional Value Index (EVI®) is a metric that helps brands measure customer emotions and understand how they affect purchasing decisions. It is a standardized way of looking at the emotional experience tied to a buying journey.
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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2020 Research
APRIL 26, 2023
What happens when governments raise their central bank interest rates? One ripple effect may be the increased cost of lending for banks. We may also observe a reduction in bond prices, which could deplete the market value of bank capital reserves. Unfortunately, these aren’t speculative scenarios—it’s all happening now in 2023. Mar. 8, 2023: Silvergate Bank, a cryptocurrency-focused institution, was the first to fail due to significant losses in its loan portfolio.
eglobalis
APRIL 24, 2023
$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.
Playvox
APRIL 21, 2023
Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.
BirdEye
APRIL 17, 2023
Today more companies across industries are leveraging subscription business models to build successful, scalable, and sustainable enterprises. Recent statistics reveal the subscription economy will be a trillion-dollar economy by 2025. Another study indicates that 75% of organizations that sell directly to consumers will offer subscription services by 2023.
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
Beyond Philosophy
APRIL 1, 2023
This Podcast produced in partnership with Zuper™. You are probably underestimating the importance of a vital part of your Customer experience. Most organizations do. However, neglecting to address it can have negative impact on your customer satisfaction, customer loyalty, and customer advocacy. Dying to know what it could be? Well, the area that is often underestimated in importance is the impact of your field service engineers.
TechSee
APRIL 28, 2023
Visual Support for Medical Devices Can be a Game-Changer As a Type-1 Diabetic, I have faced many medical challenges and obstacles in the past 20 years. About a year ago, I had an extremely frustrating experience with my insulin pump. Nobody proving the medical device support could seem to figure out what the issue was. I went weeks without having a consistently functioning device, which caused high blood sugar and daily illness.
Team Support
APRIL 24, 2023
As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.
Kustomer
APRIL 2, 2023
What does it mean to be a ‘Modern CRM?’ It’s a question we wrestle with everyday at Kustomer, trying to stay ahead of consumer trends and ensure the experience our customers can offer is best-in-class, both in quality and efficiency. We like to think of support agents as everyday heroes, helping customers locate their orders or obtain a different size for that important outfit.
Advertiser: ZoomInfo
One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.
Blueshift
APRIL 20, 2023
No email marketer wants to see their customers leaving them, whether by unsubscribing or reporting their emails as spam. High spam complaints and unsubscribes not only means losing potential revenue, but this also can affect the overall deliverability and performance of your future campaigns. These detractors create a negative impression at the ISPs, impact one’s sender reputation, and thus affect inbox placement.
BirdEye
APRIL 20, 2023
Local lead generation is a great way to reach potential customers in your area and increase your revenue. But how can you generate local leads? In this blog, we’ll show you the best strategies for generating local leads that will help you get more revenue from your business. From optimizing your website to leveraging social media, we’ll cover everything you need to know about local lead generation so that you can start growing your business today.
Method:CRM
APRIL 11, 2023
Are you looking for a way to keep your customers satisfied and less stressed with their payment experience? A Xero customer portal is a great way to reap benefits like fast payment processing, which are sure to keep customers coming back. In this article, you’ll learn all the benefits of a Xero customer portal. You’ll also get a step-by-step walk-through on how to create a Xero customer portal.
ShepHyken
APRIL 4, 2023
The other day I was at the airport and ordered a chicken sandwich from one of the “to go” restaurants. When it came time to pay, they didn’t ask me for a tip. For a moment, I thought, “Did I go back in time?” This is just my opinion, but the concept of tipping is getting out of hand. I go to a fast-food restaurant and order a burger and fries. The person behind the counter takes my money and gives me my food.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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