October, 2023

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Customer Data Platform: The Core Element for Customer Information

SAP Customer Experience

Advantages and demands of customer data optimization By Peter Gergen, Solution Architect CX As a company, you have a wide range of interactions with your customers: through your website, newsletter, or personal meetings at trade shows. Your customers buy products, place orders, make complaints, open support tickets, express criticism, pay.

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Is the Net Promoter Score Metric Outdated?

Retently

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. As a result, it’s understandable that some people might view Net Promoter Score as an outdated, overexposed, and overused system.

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The Critical Differences: Qualitative vs. Quantitative Analysis

Genroe

It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to analyse before Friday. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary. You pause for a moment to breathe. Where do you begin? What can you even […] The post The Critical Differences: Qualitative vs.

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New 2023 Benchmark Data for Drive-Thru Operators

IntouchInsight

For over two decades, the Annual Drive-Thru Study has provided restaurant operators with benchmark data to track trends and compare their performance against key competitors.

2023 139
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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

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.

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How to Improve the Contact Center Experience in 5 Easy Steps

InMoment XI

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming. That’s why we’ve taken everything we have learned by working with best-in-class brands and distilled those learnings into five simple steps you can follow to make sure you build a contact center that works for you, and wo

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[Experience Action Podcast] CX Pulse Check 2

Experience Investigators by 360Connext

Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what’s happening right now in Customer Experience (CX). What if you could tap into the secrets of how top retailers are adapting to the transforming world of customer behavior? Imagine the insights you could gain if you knew how these businesses are enticing customers with exciting new offerings like curbside delivery, sample boxes, and impulse purchases.

Retail 270
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Customer service is a performance art. Are you Oscar-worthy?

Bill Quiseng

QUI QUESTION: Customer service is a performance art. Are you Oscar-worthy? Movie actors like Sandra Bullock, Scarlett Johansson, Tom Hanks, Dwayne Johnson, and Keanu Reeves act to be happy, sad, scared, scary, or angry. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.

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Should We Add ‘Additional Fees’ to Our Pricing to Increase Our Profits?

Beyond Philosophy

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. Williams and the company wondered if they should raise prices or add additional fees to cover it. Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too.

Airlines 151
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The Customer Is NOT Always Right – Again!

ShepHyken

Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza.

Workshop 151
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Manual Call Reviews? There's a Better Way!

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Not Just Another Blog Post on How to Improve Customer Experience

InMoment XI

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. Integrated CX isn’t a new concept by any means, and InMoment is not so bold as to say we invented the concept. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Blog 558
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How complexities prevent and improve employee and customer experience

eglobalis

How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.

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How to Listen for Untold Feedback to Boost Your Business Results

Experience Investigators by 360Connext

Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways? A lot of customer experience teams focus on collecting surveys. And they send the same surveys each quarter or year, like clockwork. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them.

Feedback 270
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Don’t be just good. Be GREAT out there!

Bill Quiseng

QUI TAKEAWAY: If you advertise “Satisfaction Guaranteed”, what would you do differently? Do more. Do better. Do it now. When it comes to your customers and customer service, don’t just be good. Be GREAT out there! You are happy because customers were satisfied with their purchase of your product or a resolution with your service. But that’s not good enough.

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The Ultimate Guide to Monetizing Customer Learning

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.

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Frightening Issues That Haunt Marketers: From Marketing to Mobile 

Optimove

As Halloween looms closer, there are some chilling challenges lurking that can send shivers down the spines of marketers — but fear not – there are solutions as well. Below are six of these “horrors.” Many were uncovered in our 2023 Marketer’s survey that are below. Respondents included 221 executives at companies, and included CEOs, CMOs, and SVPs of marketing.

Marketing 119
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Price Is Only Relevant in the Absence of Value

ShepHyken

The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant.

Workshop 147
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Elevating Customer Service with Contact Center Solutions

InMoment XI

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. As businesses strive to meet the diverse needs of their customers, a contact center serves as a single point of contact that can handle customer feedback from a variety of sources, and create an omnichannel customer experience.

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How to choose the best reputation management company

BirdEye

Choosing the best reputation management company for your business can boost your online reputation, amplify positive feedback, and effectively handle any negative remarks. In a recent Birdeye study , 78% of respondents agreed they would avoid businesses with a poor online reputation. Customers today heavily depend on online review sites, public forums, and social media channels when choosing businesses.

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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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How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

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

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When Does an NPS Response Expire and can be Dismissed?

Retently

One of the biggest benefits of Net Promoter Score® is that it gives you timely, relevant customer feedback when you need it most. With this feedback, you can make changes and improvements to your product or service. Do it right, and there’s a chance you’ll win back an uncertain customer or earn the long-term respect and loyalty of a valuable client.

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When You Say ‘I Need to Speak to Someone’: Navigating Call Routing

Call Experts

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance.

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Curiosity Makes a Better CX

ShepHyken

“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
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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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Looking to Update Your Customer Experience Program? Here’s How.

InMoment XI

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.

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8 ways to improve customer experience in insurance industry

BirdEye

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients.

Insurance 109
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[Experience Action Podcast] A Scary CX Story

Experience Investigators by 360Connext

Get set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That’s the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action. She not only narrates the spine-chilling saga but also provides insightful solutions.

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Navigating Generational Differences in the Workplace 

COPC

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session. We share some of the key highlights from these insightful discussions below.

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How Intent Data Helps Marketers Convert A-List Accounts

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.