InMoment XI

JANUARY 25, 2022

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. If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial B

Engagement 529

Engagement Culture Document Employee Experience 529

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset. A strategy. A business discipline. Customer experience is more than one area, product, service or person.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

GetFeedback

JANUARY 31, 2022

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

Customer Experience 368

Customer Experience 2022 Insights Customers 368

Bill Quiseng

JANUARY 3, 2022

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. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion.

Customer Care 200

Customer Care Customer Service Culture Customers 200

Advertisement

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

Alida

JANUARY 18, 2022

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.

Customer Engagement 246

Customer Engagement Engagement Feedback Customer Base 246

InMoment XI

JANUARY 18, 2022

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. But keeping up with quickly evolving employee and customer expectations is easier said than done. This is where InMoment’s newest report comes in.

2022 493

2022 Measurement Entertainment Hospitality 493

Heart of the Customer

JANUARY 20, 2022

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. We believe, with the right systems in place, that individual frontline workers can […]. The post A Journey of One: The Future of CX appeared first on Heart of the Customer.

Engagement 148

Engagement Customer Experience ROI Customers 148

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Tune in to learn more! Creating Loyalty that Lasts. So many CX leaders are dead set on impressing their customers but Jon urges them to go one step further and create a customer relationship where they’re utterly obsessed with your s

ROI 143

ROI Books Customers Definition 143

Bill Quiseng

JANUARY 10, 2022

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. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.

Leadership 167

Leadership Culture Loyalty Engagement 167

Advertisement

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

Steve DiGioia

JANUARY 3, 2022

We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected. The product or service should be reasonably priced and in line with similar products. The product or service should be safe to use.

Customer Expectations 140

Customer Expectations Social Media Advertising Touchpoint 140

ShepHyken

JANUARY 4, 2022

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience.

Virtual Agent 128

Virtual Agent Contact Center 2021 Consulting 128

InMoment XI

JANUARY 6, 2022

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. . On its face, such a program may seem quite straightforward—directly reward experience outcomes or add incentives to existing programs, and you’re good to go. However, there are actually quite a few factors that organizations need to look at while weighing an incentives program, not the least of which is ensur

White Paper 493

White Paper Rewards Programs Feedback Presentation 493

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. Published on: January 17, 2022. Author: Pauline Ashenden - Demand Generation Manager With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights.

Customer Service 127

Customer Service 2022 2021 Blog 127

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

Kate Nasser

JANUARY 30, 2022

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 appeared first on KateNasser.com.

Sales 108

Sales Customer Experience Loyalty Customers 108

The DiJulius Group

JANUARY 3, 2022

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. Read Full Article.

2021 115

2021 Customer Service Hotels Article 115

Daniel Group

JANUARY 26, 2022

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. If you do a Google search on Customer Experience, it returns 4.2 billion hits. Interestingly, this is slightly greater than searching on the word COVID (4.0 billion hits).

Customer Experience 105

Customer Experience B2B B2C Touchpoint 105

ShepHyken

JANUARY 19, 2022

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business? I receive surprise appreciation gifts from clients. I’m enjoying a box of chocolates a client sent as I create this post.

Transportation 128

Transportation Customer Service Training Events Customer Service 128

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

InMoment XI

JANUARY 13, 2022

Stagnant NPS scores. Data silos. Slow response rates. Chevron Federal Credit Union realized it needed a change. As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. But when it became difficult to effectively measure and improve experiences, Chevron Federal Credit Union partnered with InMoment to create a holistic strategy for its customer service initiatives—and were able to power some incred

NPS 493

NPS Metrics Feedback Presentation 493

Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Published on: January 24, 2022. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

2022 125

2022 ROI Article Interaction 125

Kustomer

JANUARY 11, 2022

Both 2020 and 2021 have been witness to an e-revolution across the entire retail landscape. While businesses and consumers had embraced and integrated e-commerce and social shopping into their company structures for some time, the last two years accelerated those efforts with dizzying speed. In this new era of retail, small businesses are enjoying a spotlight reflective of this moment in time.

E-support 105

E-support E Commerce Retail Customer Retention 105

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. It can make your company a truly customer-centric organization. It’s so important that it is one of the New 10 Laws of Customer Success. .

Sales 111

Sales Customer Success ROI Customer Centricity 111

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

Kate Nasser

JANUARY 16, 2022

Use this people skills technique from Kate Nasser, The People Skills Coach™, Author, Leading Morale, to use less bluntness & still be honest. Important in leadership, teamwork, sales, employee engagement, leading morale, and yes in your personal life too! The post People Skills Technique to Be Less Blunt Still Honest | #PeopleSkills #Bluntness appeared first on KateNasser.com.

Leadership 111

Leadership Sales Engagement Communication 111

One Millimeter Mindset

JANUARY 19, 2022

Surprised to enter 2022 digging yourself out of a huge 2021 customer defection hole? It just could be you left your entire client retention strategy up to the virtual customer retention dog. What excuses do you make to your managers about your less-than-stellar rate of customer retention? Consider that customers who defect have an entirely different story to share.

Customer Retention 99

Customer Retention 2022 2021 Document 99

InMoment XI

JANUARY 4, 2022

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. “What experience?” you think. “I barely just entered the page!”.

Feedback 598

Feedback User Experience Touchpoint Customers 598

Eptica

JANUARY 31, 2022

Date: Monday, January 31, 2022 Author: Pauline Ashenden - Demand Generation Manager The three areas to focus on to empower your agents. Published on: January 31, 2022. Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.

2022 111

2022 Culture Blog Article 111

Advertisement

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