July, 2022

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5 Ways to Leverage Net Promoter Score to Boost Customer Retention

InMoment XI

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too.

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How lululemon Co-Creates Experiences with and for Their Customers

Alida

lululemon is a Canadian athletic apparel retailer with massive global appeal that creates high-performance athletic apparel and accessories through a human-led design approach.

2022 201
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Developing Cross-Functional CX Buy-In: 3 Challenges & Methods

Experience Investigators by 360Connext

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success.

2022 143
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The Role of Customer Experience in Telco

Lumoa

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. .

2022 90
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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Developing Cross-Functional CX Buy-In: 3 Challenges & Methods

Experience Investigators

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success.

2022 101

More Trending

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How Quick Service Restaurant Brands Can Drive Profitable Guest Experience Programs

InMoment XI

Many restaurants, including quick service restaurants (QSRs) are overwhelmed by the impact of online reviews. As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting.

2022 384
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How to understand, engage and retain hard-to-reach hourly workers

Alida

Seasonal and hourly workers are notoriously hard-to-reach and harder still to retain. Learn how you can increase engagement, get more survey completes, and instill more loyalty. EX Series

2022 130
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Customer Listening Posts: Ask These Questions to Boost Your VoC Program

Experience Investigators by 360Connext

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts?

2022 143
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How Customer Loyalty Can Drive B2B SaaS Business Growth

Totango

Customer loyalty is a key to repeat business and referral generation for any business model. For B2B SaaS companies, customer loyalty drives subscription renewals and brand advocacy, making it a critical component of a profitable business model.

2022 91
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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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How SaaS Companies Can Project Their MRR Using NPS (6 Actionable Tips)

Retently

Monthly recurring revenue, or MRR, is the lifeblood of any SaaS business. If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits.

2022 110
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Customer Perception: What It Is and How To Measure It

Kayako

The concept of customer perception seems obvious, it is basically the customer’s opinion of a company at any given point during their customer journey. What is not so simple is tracking and measuring all the different variables that influence customer perception.

2022 95
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How a Global Grocer Turns CX Feedback Into Realized Customer Spend Targets

InMoment XI

The Context. A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic.

2022 381
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Becoming the architect of the customer experience

Alida

When customers approach your company, they’re not just looking for a product or service. They’re looking for an experience —one that fully immerses them in your world. Customer Experience

2022 130
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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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Close the Loop on Customer Feedback with Solvvy Surveys

Solvvy

Just because your brand finishes interacting with a customer, doesn’t mean their experience has ended. Understanding this distinction is the key to driving customer loyalty and recurring revenue. Ultimately, collecting customer feedback is the best way to truly gauge the customer experience.

2022 93
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How the Right CS Platform Can Help You Do More with Less

Totango

Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? During periods of economic uncertainty, you need to do more with less.

2022 93
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This is How You Reduce Escalations

Myra Golden Media

As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down , techniques right out of my De-escalation Training.

2022 105
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3 Benefits of Knowledge Management for Customer Service

Kayako

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true.

2022 86
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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.

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9 Must-Read Articles on EX, Linking EX & CX, and Branded Experience

InMoment XI

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience.

2022 373
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Alida Summer ‘22 Product Release: Customer Journeys helps improve your customers’ entire experience

Alida

Our Q3 release also includes 15 new features to further boost the Alida TXM platform. Customer Experience

2022 130
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Customer Service Automation 101

Solvvy

Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy.

2022 80
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Open the Channels of Communication with Your Customers

Totango

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success.

2022 86
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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!

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As Brick & Mortar Retail Bounces Back Where Does The Future Lie?

Beyond Philosophy

The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving.

2022 133
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Reputation Unveils 2022 Property Management Report Findings and Rankings

CSM Magazine

Reputation , the global leader in reputation experience management (RXM), today announced findings from its 2022 Property Management Reputation Report , which analyzed nearly 600,000 reviews of over 80,000 multifamily residential properties.

2022 91
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The Best Way to Identify (and Share) the Moments that Matter with Frontline Employees

InMoment XI

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics.

2022 403
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The Ultimate Guide to Create Effective Survey Questions

Alida

This may come as a surprise, but survey design can be a creative process. With so many question types available, it can be overwhelming. Which question type should you choose? Customer Experience

2022 130
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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.