August, 2022

How to Create Winning CX Surveys for Bank Customers

InMoment XI

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company.

2022 403

Net Promoter Score for Ecommerce: 9 tips & tricks

Retently

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. You can get by without paying attention to NPS, but you will thrive when using it as a growth north star.

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4 Ways to Provide Personalized Customer Service

Kayako

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting.

2022 98

B2B Customer Journey Touchpoints CS Teams Need To Plan For

Totango

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

There’s no Customer Experience without listening to employees

Alida

In times of economic upheaval, Voice of Employee (VoE) is critical to gather insight to deliver strong customer, product and employee experiences. EX Series

2022 130

More Trending

How to Create Winning CX Surveys for Bank Customers

InMoment XI

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company.

2022 398

Your Contact Center Employees Aren’t Happy. That’s Why They’re Leaving.

Myra Golden Media

Many of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they serve food, but the kitchen was closed that afternoon.

2022 105

What is survey fatigue and how can you prevent it?

Lumoa

“How likely would you recommend (insert business name) to someone?” ” – a never-ending question asked to a customer in multiple ways and various forms.

2022 83

How to Build Client Relationships Digitally: 14 Pro Tips

Totango

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses.

2022 91

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Why a Strong Company Culture Is Your Secret Weapon

Alida

Now that customer-centricity is the top priority for the C-Suite, business leaders from all areas are faced with the imperative of transforming the customer experience. But, what does that entitle and how will it affect your business? Where to start? Thought Leadership

2022 130

Amazing Business Radio: Zhecho Dobrev

Shep Hyken

The Value of Emotional Attachment in the Customer Experience. Don’t Overlook the Value of Emotions . Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions.

2022 91

4 Ways a Quick Service Restaurant Chain Refreshed a Stale Customer Experience Program

InMoment XI

When you think of going to get a quick bite to eat, you’re probably thinking of getting a burger. With so many quick-service restaurant chains to compete with, how can one chain expect to stand out above the rest?

2022 426

How a Service Code Empowers Employees to Deliver Exceptional Experiences

Experience Investigators

The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds.

2022 101

Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

The 11 Key Customer Support KPIs You Need to Measure

Solvvy

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business.

2022 89

Top 6 Tips for a Successful SaaS Customer Engagement Strategy

Totango

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

2022 85

Four ways technology is changing consumer behavior

Alida

To ride the technology wave, companies must keep their ear to the ground and match innovation to their customers’ needs. Customer Experience

2022 130

The Future Today! How to Build a Proactive Experience to Gain Growth and Save Costs!

Beyond Philosophy

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively.

2022 124

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

How Employee Experience Initiatives Help Brands Retain Talent, Grow Workforces, and So Much More

InMoment XI

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon.

2022 443

Episode #28 – Why Activating Activism in Employees is a Good Thing

Russel Lolacher

In this episode of Relationships at Work, Russel chats with activist and Campaigns Manager Jessie MacNeil-Brown on encouraging activism in employees improves the world and workplace.

2022 87

New Data Shows Post Pandemic Impact of Customer Loyalty Resulting in Increased Likelihood to Churn from Poor Service

TechSee

TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry.

2022 109

Five Best Customer Retention Software Solutions for Customer Success

Totango

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Five examples of brands driving customer-centric innovation

Alida

Customer centricity is now the ultimate “must have” for business empowerment that is assured to drive organizations to success. Customer Experience

2022 130

A Tale of Two Customer Feedback Responses

Daniel Group

A Tale of Two Customer Feedback Responses. How do you feel about a company after they respond to you about your feedback? Heard? Appreciated? You might even feel more loyal to that company. But what about when the company ignores your feedback? It doesn’t feel so good.

2022 85

Struggling to Prove the ROI of Customer Experience? You Could Be Missing These 3 Keys to Success

InMoment XI

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) to look at cutting discretionary spending.

2022 439

Voice Needs to Be Part of the Digital CX – Not the Legacy Annoyance

CSM Magazine

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.

2022 83

How to Address the Needs of the Next Generation of e-Commerce Customers

Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert

Join Jenn VandeZande, Beth Scott, Nikki Grigsby and Levana Wang for this insightful and topical conversation on the modernization of e-commerce tech.