January, 2022

Three Elements that Create and Sustain Employee Engagement

InMoment XI

Employee engagement has become a hotter topic than ever in the age of The Great Resignation. Millions of employees are quitting their jobs and heading elsewhere, leaving countless organizations scrambling to retain their remaining talent and/or evaluate why their workforce is in such flux.

2022 403

Alida and Rybbon Increase Customer Engagement with Digital Incentives

Alida

Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base

2022 207
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How to provide more personalized customer experiences

GetFeedback

Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report. Articles

2022 310

It’s time for a Customer Service Culture Transformation to Customer CARE

Bill Quiseng

Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team.

2022 159

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Five Lessons On How To Personalize the Customer Experience

Shep Hyken

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication.

2022 114

More Trending

2022 Experience Trends: What Employees & Customers Think About Evolving COVID Safety Measures

InMoment XI

It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market.

2022 376

Increase Customer Feedback With Digital Rewards

Alida

Delivering experiences that customers love takes more than chance. You need to know what they want, how they want it, and when they want it.

2022 130

Four keys to customer experience success in 2022

GetFeedback

CX trends and priorities to leverage to deliver results in the new era of customer experience. Articles

2022 227

When It All Comes Down to Business, It’s “People First”

Bill Quiseng

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people.

2022 135

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

A Journey of One: The Future of CX

Heart of the Customer

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot.

2022 122

Property Management Solutions: Visual Assistance Helps Homeowners And Tenants

TechSee

Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. Benefits. TechSee’s technology. The global housing management industry is thriving and expected to grow from $15.10 billion in 2021 to $28.21 billion in 2028 at a CAGR of 9.3%

2022 109

The Cost of Deprioritising Customer Experience During Tough Times

InMoment XI

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. This happens because each party, due to their experience, sees the business through a different lens.

2022 397

De-escalation Q & A Day!

Myra Golden Media

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives?

2022 122

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

Amazing Business Radio: Genefa Murphy

Shep Hyken

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9.

2022 93

2022 is the Year of Digital Customer Experience Excellence – Here’s Why

Comm100

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In a recent study, this exact finding was discovered.

2022 83

6 Customer Service Training Ideas for Improving Agent Engagement

Stella Connect

Customer service is one of the most significant differentiators between your brand and the competition, but its success solely depends on the performance of agents on the front lines — which is why your training program needs to include initiatives that improve agent engagement.

2022 78

The 3 Worst Customer Service Stories in 2021

The DiJulius Group

The 3 Worst Customer Service Stories Last Year Hotel kicks out grandma & granddaughter at night, after they left a bad review The Baymont Inn & Suites called the police to remove a 63-year-old grandmother and her 6-year-old granddaughter after they responded to an email asking how their room was. CEO of Better.com fires 900.

2022 101

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

3 Factors to Consider if You Have a CX Incentives Program

InMoment XI

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. .

2022 371

The Future Of Predictive Contact Center Data Is Here!

Call Experts

With the power of predictive contact center data, support agents can anticipate outcomes and what information customers need before they realize it themselves—and respond quickly, guiding them to the best answers and highest-quality resolutions.

2022 80

Top Three Reasons To Start a Customer Experience Program

Daniel Group

The Daniel Group’s extensive CX data effortlessly reveals the top three reasons to start a Customer Experience program at your B2B company that has nothing with online buzz. Right now, Customer Experience (CX) is one of those topics getting a lot of attention.

2022 78

What is Customer Experience Excellence and How Can You Start Your Journey Towards it?

Comm100

The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer service and support has constantly evolved and strengthened as organizations of all industries see proof of how CX excellence improves the bottom line.

2022 80

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

How to Create the Best Customer Service Training Program for Your Contact Center

Stella Connect

Looking for ideas for how to create the best customer service training program for your contact center?

2022 81

Customer Experience Teams & Sales Associates: Remove Their Obstacles! #CX

Kate Nasser

Remove these obstacles of customer experience teams & sales associates & increase sales & loyalty. by Kate Nasser, The People Skills Coach™. The post Customer Experience Teams & Sales Associates: Remove Their Obstacles! #CX CX appeared first on KateNasser.com.

2022 81

Digital Intercept: How to Collect Customer Feedback Without Ruining the Experience

InMoment XI

We’ve all been there. You’re shopping for something online and you start to compare options on different websites. You’re excited to explore a particular item, but as soon as you click into the brand’s website, a little window pops up asking you what you think of the website experience.

2022 418

The Marketing Campaign Trifecta for MNOs

Guavus

One of the best things about a career in product management is that you get to interface with several different functional teams – whether it’s within your own organization or your customers’ organization.

2022 83

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.