SAP Customer Experience
OCTOBER 27, 2023
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.
Retently
OCTOBER 16, 2023
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 As a result, it’s understandable that some people might view Net Promoter Score as an outdated, overexposed, and overused system.
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Genroe
OCTOBER 4, 2023
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.
IntouchInsight
OCTOBER 2, 2023
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.
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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.
InMoment XI
OCTOBER 5, 2023
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
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
OCTOBER 24, 2023
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.
Bill Quiseng
OCTOBER 25, 2023
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.
ShepHyken
OCTOBER 3, 2023
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.
eglobalis
OCTOBER 3, 2023
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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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
InMoment XI
OCTOBER 4, 2023
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.
BirdEye
OCTOBER 11, 2023
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.
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
Bill Quiseng
OCTOBER 18, 2023
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.
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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ShepHyken
OCTOBER 10, 2023
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.
Retently
OCTOBER 26, 2023
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.
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.
Call Experts
OCTOBER 12, 2023
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.
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
Experience Investigators by 360Connext
OCTOBER 31, 2023
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.
BirdEye
OCTOBER 3, 2023
What do you do when someone leaves a negative review of your business online? Ignore it and hope it goes away? Delete it and pretend it never happened? These kinds of reactions are only natural — no one enjoys receiving negative feedback. However, according to customer experience expert Jay Baer, these reactions will only backfire. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negati
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.
COPC
OCTOBER 16, 2023
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.
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.
IntouchInsight
OCTOBER 30, 2023
At the beginning of October, we released the 23rd Annual Drive-Thru Study — the premier benchmark report for operators across North America. This report measures the performance of leading quick-serve restaurant brands across key areas such as order accuracy, timeliness, and food quality.
Call Experts
OCTOBER 5, 2023
Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships.
Playvox
OCTOBER 20, 2023
In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. But when you move to a world of digital or omnichannel customer support, the human language element goes away and it becomes much more difficult to gauge how customers really feel about our company, brand, products, and experiences.
BirdEye
OCTOBER 16, 2023
Beauty industry entrepreneur, Elizabeth Arden, once said, “Reputation makes customers.” Ms. Arden could not have imagined the challenges of managing a business’s online reputation. In fact, your business’s local search engine optimization (SEO) reputation signals search engines about your brand. The better the optimization, the higher you’re likely to be found in Google’s local pack results. 81% of consumers search online before physically going into a store.
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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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