April, 2022

article thumbnail

11 Articles You Need to Read About Today’s Employee and EX Landscape

InMoment XI

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need.

Article 558
article thumbnail

New job in customer experience? Do this on the first 90 days

GetFeedback

Expert guidance on how to tackle the first three months in your new CX leadership role, by Jeannie Walters.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

5 Tips for Being More Transparent with Your Customers

CX Accelerator

I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. Hearing of his disappointment for the second day in a row, I fumbled around in my managerial bag of tricks for the right words to say along with the appropr

article thumbnail

QUI QUOTE: Nobody raves about a company that meets customer expectations.

Bill Quiseng

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, you met their expectations and they were satisfied.

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

The Complete Guide to CSAT: Definition, Calculation & 2022 Benchmarks

Retently

Being exposed to negative word-of-mouth or having clients leave due to unpleasant interactions are experiences no business would want to lose control over. . But how do you prevent situations like that from getting out of hand? By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. .

More Trending

article thumbnail

Improve the Customer Journey

InMoment XI

If your products or services aren’t performing well, it might not be because of the product itself. Instead, there could be a problem with the customer journey. Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. And it’s because of this fact that improving your customer journey is vital to overall business success.

article thumbnail

The CX leader handbook

GetFeedback

Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future.

article thumbnail

How are banks meeting changing customer service needs?

Eptica

Date: Monday, April 11, 2022 Author: Pauline Ashenden - Demand Generation Manager How are banks meeting changing customer service needs? Published on: April 11, 2022. Author: Pauline Ashenden - Demand Generation Manager Delivering the right customer experience in financial services has never been more vital – or more difficult. Companies need to meet the requirements of multiple demographics and deliver reassurance across multiple channels.

Banking 120
article thumbnail

A NEW CUSTOMER EXPERIENCE METRIC WHICH SHOULD BE EVERY COMPANY’S PRIMARY FOCUS

The DiJulius Group

The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric. Rather than methods that can result in skewed “vanity statistics,” executives and.

Metrics 122
article thumbnail

The 2023 Verint Experience Index: Retail

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

article thumbnail

Introducing Customer Experience (CX) Automation and Smart Workflow Feature

Zonka Feedback

66% of consumers who switched brands did so because of poor service. 85% of customer churn due to poor service was preventable. 67% of customer churn is preventable if the customer issue is resolved at the first engagement. 11% of churn can be prevented by a company by just reaching out to the customer. 65% of customer service experts say that using CX automation should be a norm.

article thumbnail

How to Deal with Customer Complaints: The Perfect Thing to Say

ShepHyken

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. . The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting.

article thumbnail

Quality, Not Quantity: Strategic Customer Listening for Experience Improvement

InMoment XI

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way. This strategy makes a simple kind of sense on paper; if you’re listening to as many people as possible, you’re bound to hear something pertinent to your CX and organizational goals, right?

article thumbnail

How to Make Your CX Strategy Part of Every Team in Your Company

Kustomer

The modern customer is one that is informed. More so than ever before, consumers are invested in making conscious purchase decisions, thoroughly researching the product, and receiving above and beyond customer service. In fact, among surveyed consumers, Kustomer found that 79% believe customer service is extremely important in deciding where to shop.

article thumbnail

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.

article thumbnail

The Daniel Group Announces the Launch of Customer Feedback Advanced Insights, Embedded

Daniel Group

CHARLOTTE, N.C., April 12, 2022 (Newswire.com) – Customer Feedback Advanced Insights, Embedded gives The Daniel Group clients access to a suite of customizable dashboards and deep analytics directly from its cloud-based platform, ExperienceConnect. This new option provides a seamless experience by managing and analyzing all customer feedback data through one platform.

Feedback 105
article thumbnail

CAN STARBUCKS COME BACK?

The DiJulius Group

For the third time in coffee chain Starbucks’ illustrious history Howard Schultz is the Chief Executive Officer, following former CEO Kevin Johnson who stepped down after a five-year tenure including upgrades like mobile ordering/payment, environmentally friendly cups and other items, and a particularly difficult period in 2018. In a world of too many ugly and.

2018 112
article thumbnail

Mistakes to Avoid When Selecting a CS Platform: Not Having a Modern Mindset

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not approaching customer success with a modern mindset. . Business today moves at the speed of light.

article thumbnail

Customer Service Is More Important Than Price

ShepHyken

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. The response was that 58% said, “Yes.” And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” Once again, 58% said, “Yes.” .

article thumbnail

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

article thumbnail

3 Things You Can Do Right Now to Create More Inclusive Employee & Customer Experiences

InMoment XI

Diversity and inclusion initiatives have become front and center for many organizations in recent years. It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

article thumbnail

6 Personalized Customer Service Examples

Kustomer

The perspective of the modern consumer has shifted. Expectations have become more complex and today’s customers expect to receive more than traditional customer service protocols. They now expect a streamlined customer service experience. In fact, Kustomer research revealed 93% of consumers expect customer service to be more convenient. In reaction to effects of the COVID-19 pandemic, companies have made adjustments to cater to these new expectations all while experiencing labor shortages that r

article thumbnail

Top 3 Customer Experience Building Blocks to Grow Your Business!

Daniel Group

Top 3 Customer Experience Building Blocks to Grow Your Business! My last blog , Three Tips to Fire Up Your Customers to be Your Best Sales Force!, included how to encourage your customers to be a vital part of your B2B company’s sales and marketing. One key takeaway is that first-rate service is essential to getting customers to talk to others.

article thumbnail

Are Your Business Stories Making People Think Twice?

One Millimeter Mindset

Are you leveraging business stories that make people think twice? Business stories provide rich, illustrative palettes upon which to engage people to move forward together. Are you intentionally – or unintentionally – causing people to think twice about their direction, speed, objectives, goals, and purpose? When business stories catalyze people to think and rethink about the status quo, you focus them on what is new, next, and changing.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

article thumbnail

How to Easily Design and Run Your Customer Journey

Totango

Mapping out your customer journey is not an easy task. It can be complicated and messy and difficult to see the path forward. When you finally get it all mapped out, then you have to figure out which tools to use to activate it – and it might even be outdated a week later! Shouldn’t there be an easier way? Meet the Customer Experience Canvas. This new tool from Totango is the first and only solution that enables you to visually design, build, run, measure and iterate on any customer journey in r

article thumbnail

Guest Post: Find Ways for Artificial Intelligence to Benefit Customers

ShepHyken

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.

Insurance 160
article thumbnail

3 Ways Market Research Supercharges Experience Programs

InMoment XI

Market research is seen by a lot of companies and organizations as a nice-to-have. The reality, though, is that it’s a necessity. Market research provides the mapping tools you can use to chart your business landscape, understand its various features, and more importantly, get to know the groups and audiences that populate it. . This goal is especially important within the context of experience programs, especially if you want to achieve real Experience Improvement (XI) for your customers, emplo

Marketing 493
article thumbnail

Everything You Need to Keep a Loyal Fanbase

Kustomer

Listen and subscribe to our podcast: Have you ever considered the importance of turning customers into forever fans, a.k.a brand ambassadors? It’s widely known that some of the best growth comes from word of mouth marketing, which naturally occurs when customers suggest your products to others in their close circles. This form of marketing is crucial to organic growth because it’s based on relationships and trust.

article thumbnail

7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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