InMoment XI

FEBRUARY 15, 2023

We’ve evaluated the pros and cons of primary reporting locations for the customer experience (CX) function and ideal CX leader qualities in previous articles, “ Where Should CX Live Within An Organization? ” and “ Does Who’s Driving the CX Bus Make a Difference? ” It’s now time to discuss the organizational elements that are necessary for CX to thrive in an organization (regardless of the reporting structure your organization chooses or the characteristics of the person leading the CX function).

Sports 295

Sports Leadership Lifetime Customer ROI 295

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

ShepHyken

FEBRUARY 14, 2023

Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations.

Customer Service Training 148

Customer Service Training Online Experience Customer Service Information 148

InMoment XI

FEBRUARY 28, 2023

Welcome back to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Leadership 260

Leadership Innovation Customer Experience Management Technology 260

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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

TechSee

FEBRUARY 23, 2023

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling. Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first

Contact Center 124

Contact Center Average Handle Time Technology Reference 124

BirdEye

FEBRUARY 28, 2023

Having a social media presence is crucial for success in today’s market. Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. With help from a social media professional, your business can maximize its online potential, expand its reach, enhance customer engagement, create brand awareness, and ultimately increase revenue.

Social Media 98

Social Media Management 2024 Engagement 98

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy. Customers don’t always take the time to express their feelings.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.) Do your customers trust you? (This is fact.) The difference between the two questions is the trust gap. If you think your customers trust you, that’s a 100% score.

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

InMoment XI

FEBRUARY 8, 2023

The success of your CX effort is determined not only by where it lives within your organization, but also by who’s heading up the program and driving its goals, actions, and direction within your company. This job isn’t easy and not for the faint-of-heart; frankly, CX leaders often end up working against what is natural for an organization. Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc.

Sports 295

Sports Financial ROI Leadership 295

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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

Blueshift

FEBRUARY 1, 2023

As marketers, we tend to focus most of our efforts on acquiring new customers. Although customer acquisition is certainly vital to future growth, retention also plays an essential role in a successful marketing strategy. After you’ve worked so hard to earn those customers, it’s vital to keep them happy by building customer loyalty and fostering long-term relationships.

Engagement 97

Engagement Loyalty Customers Marketing 97

One Millimeter Mindset

FEBRUARY 1, 2023

Your professional relevance is on the line each time you work with colleagues and clients. Are you being professionally relevant or just making business noise? This year, let’s make a difference: together. Here are two, one millimeter steps forward that you can take beginning today. Enjoy! The first step of becoming more professionally relevant is identifying your team participation and communication style.

Consulting 92

Consulting Innovation Leadership Insights 92

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. It’s an essential part of our everyday lives, and there are no signs it’s slowing down. Social media is also a powerful marketing tool used by businesses of all sizes. It’s especially important for local businesses looking to connect with their communities and grow their customer base.

Social Media 98

Social Media Management Multi-Channel ROI 98

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One of the best analysis techniques available is the voice of customer (VoC) template.

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

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

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new.

2023 122

2023 Customer Service Training Reference Employee Experience 122

Doing CX Right

FEBRUARY 3, 2023

Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. Only for DoingCXRight subscribers this week. Learn details and register for drawing by Feb 9. The post Golden Ticket to Customer Experience Event appeared first on Doing CX Right.

Events 98

Events Customer Experience Hotels Customers 98

Feedbackly

FEBRUARY 2, 2023

Why do customers choose one brand over the other when both offer similar products in quality and price? Why do customers cling to expensive brands when they can get one with the same functionality for cheaper? Loyalty and brand image may seem the obvious answers, but did you know that these eventually tie to customer emotions? Emotions create preferences in customers’ minds, which in turn drive them to take action.

Touchpoint 98

Touchpoint Customer Journey NPS Measurement 98

SurveySensum

FEBRUARY 16, 2023

There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? Mr. Tanuj Diwan , Head of Product at SurveySensum, took this discussion to LinkedIn, and many interesting and informative insights were shared by CX thought leaders. And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.

NPS 97

NPS Net Promoter Score Feedback Consulting 97

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

Contact Center

BirdEye

FEBRUARY 23, 2023

Artificial Intelligence (AI) is taking the world by storm, transforming how local businesses operate and interact with customers through digital channels. The rapid development of AI is creating a new era of innovation as companies seek to use technology to stay ahead of the competition and meet the evolving needs of their customers. Let’s explore how Birdeye is leveraging AI for use by its customers.

Customer Experience 94

Customer Experience Touchpoint Books Social Media 94

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course.

Retail 94

Retail Net Promoter Score Customer Experience Loyalty Programs 94

ShepHyken

FEBRUARY 6, 2023

Top Takeaways: Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future. Look at the entire customer journey to determine the possible friction points and proactively make it better behind the scenes to create a seamless customer experience.

Social Media 120

Social Media Insurance Feedback Banking 120

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? Global Benchmarking Series | Customer Experience COPC research shows that most customers prefer human-assisted support channels over self-service channels.

E-support 85

E-support Competitive Advantage Webinar Loyalty 85

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.

Marketing

One Millimeter Mindset

FEBRUARY 8, 2023

It is time to reset expectations about who you and I are actually meeting with. In my interactions with colleagues and clients, I realize that they do not seem to be the same people they were “before“ the events of the past few years. This observation goes for their experience of me, as well. How about you? Do you work with colleagues and clients who now feel like strangers?

Consulting 91

Consulting Innovation Events Leadership 91

SAP Customer Experience

FEBRUARY 2, 2023

An increasing number of utilities companies are exploring omnichannel customer engagement to reduce customer attrition and enhance customer loyalty. Therefore, Utility companies globally have started adopting the SAP Emarsys Customer Engagement solution to level up their ability to engage customers regarding traditional energy and water services as well as new.

Omnichannel 83

Omnichannel Customer Engagement Engagement Innovation 83

BirdEye

FEBRUARY 14, 2023

Whether a small business or a large corporation, your business’s online reputation is more important than ever. The way people perceive your company online has a huge impact on your bottom line and can make or break you as a brand. That’s why working with online reputation management consultants is essential for businesses to stay competitive in today’s market.

Consulting 97

Consulting Management Social Media Multi-Channel 97

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.

2023 83

2023 Feedback Net Promoter Score NPS 83

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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

Customer Service Representative