November, 2022

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Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience

InMoment XI

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. . This got me thinking: Why is that the case when none of us would claim to enjoy cleaning a toilet!?

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Building a Great CX Team

CX Accelerator

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill.

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Five Ways to Make Customers Feel Special

ShepHyken

An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

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What is the role of customer experience in the telecoms industry entering 2023?

Lumoa

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. In this live panel discussion, experts in the field discussed the challenges telcos are facing, the importance of integrating a CX Strategy into a business, and more. This blog will share some of the highlights of the webinar.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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How to Move from NPS to EVI®?

Feedbackly

Net Promoter Score (NPS) is a glorified metric in the field of customer experience. Sure enough, the simple question of how likely a customer is willing to recommend the business to others captures many aspects like satisfaction, loyalty, and retention rate. So, in many ways, NPS seems to appear as the only number that you need to grow. However, as we have pointed out in our previous blogs, NPS alone is not enough to gain a good overview of customer experience because it is a survey designed for

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Your Top 3 ROI Questions, Answered

InMoment XI

Imagine if you were still operating your business in the same way you were in 2019. Total nightmare, right? Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. If you’re like the majority of CX practitioners (CX Network’s “Global State of CX” report shows that it is the second highest concern for CX practitioners), you likely have quite a few ROI questions.

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The Basics of an HVAC Call Answering for Service Techs.

Call Experts

An HVAC call answering for your business is an excellent way to improve efficiency and reduce churn. Answering phone calls can save your employees’ time and stop them from providing services in the field, which can cost you real money. 70% of the customer’s journey is based on how the customer feels they are being treated. An answering service can handle customer calls right away, ensuring they are answered promptly and professionally, so your team can focus on responding to service

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Don’t Forget What Got You to the Dance?

ShepHyken

A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. . A company changed its invoicing terms. It wanted to tighten its terms to get paid sooner, with larger penalties for late payment. . A retail store changed its return policy.

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Qualtrics Announces Consumer Trends That Will Shape 2023

CSM Magazine

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. In fact, talking to a helpful, empathetic service agent matters more to customers than having a short wait time. Qualtrics XM Institute surveyed more than 33,000 consumers across 29 countries to understand what is driving the current consumer mindset as the economy pushes people to make tough decisions on where and how they spend their money.

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Manual Call Reviews? There's a Better Way!

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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What is Emotional Value Index®?

Feedbackly

Emotional Value Index (EVI®) is a CX KPI designed to measure emotional experience. It tries to capture customers’ emotional engagement with the brand as they go through different stages of the customer journey. In this regard, emotional experience is customer experience evaluated using emotions. A study by Harvard shows that 95% of purchase decisions are emotional.

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Gen Z Mobile Marketing: 7 Tips to Capture Interest and Drive Engagement

Optimove

Gen Z today comprises around one-third of the world’s population. Born between 1997 and 2012 and raised alongside Internet technology since the very beginning of their lives – they hold in their hands (literally, ninety-eight percent own a smartphone) an estimated annual purchasing power of $143 billion. As ever-increasing numbers of this generation complete higher education and take their first steps into the workforce, mobile marketers without a robust Gen Z-focused strategy won’t make it.

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CX 101: What Is a Cluster Analysis? 

InMoment XI

Math and numbers are the ultimate in ‘exact science.’ When we work within the confines of mathematics, we can expect absolute precision in our results. In data analysis terms, this can be a real advantage, giving us clear, definite numbers on which to base future decisions. Unfortunately, sometimes the real world being represented by the data is anything but exact.

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Complete Guide to Proactive Customer Support

Kustomer

Over the course of history, the typical support interaction has generally involved a customer reaching out to a business, typically by phone, and waiting in a support queue in the event of something going wrong. But in the world of customer service, timing is everything and proactive support can help. According to the Customer Service Barometer study fielded by American Express, 40% of customers agree that they would be pleased by customer service agents taking care of their needs faster.

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The Ultimate Guide to Monetizing Customer Learning

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.

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Amazing Business Radio: Tim Hughes

ShepHyken

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite , and co-author of Social Selling: Techniques to Influence Buyers and Changemakers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms.

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7 Tips to Improve Agent Performance

Zonka Feedback

Customer Service Agents are the face of a company when it comes to addressing customer concerns. The interactions between a customer and agent can be a defining moment in whether the business will be successful or not. When it comes to providing a great customer experience, your Customer Service agents need to put in that extra effort that can shape your customers' perspective towards building up loyalty.

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How to Create Surveys that Customers Love to Respond

Feedbackly

Customers prefer businesses that offer a fabulous and effortless customer experience. Brands need feedback to improve their buying journey and meet these expectations. Surveys are a way to gather feedback, but if you bombard your customers with incessant surveys, it deviates from the purpose. Research on survey fatigue shows that nearly 70% of respondents tend to abandon the survey incompleted.

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What Did We Learn to Improve CX? – The Daniel Group 2022 Client Conference

Daniel Group

What Did We Learn to Improve CX? – The Daniel Group 2022 Client Conference. Our annual conference theme, Dollars & Sense, suggests the two primary foci of our conference: 1.) how does better CX improve business outcomes and 2.) how to use CX metrics most effectively. First, we want to share some of what we learned to improve CX. Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program.

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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.

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CX Design: What It Is, How It Works, and How It Creates Experience Improvement

InMoment XI

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ). But how do those organizations design CX programs?

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Top Modern Customer Service Expectations You Need to Know

Kustomer

Customer trends are constantly shifting and growing based on the needs and wants of the modern buyer. Today’s customers choose to shop at specific companies because of affordability, luxury, believing in what the brand stands for, the quality of the product, etc. However, with 79% of consumers saying customer service is extremely important when deciding. where to shop, it should make us all ask the question: what exactly is it that customers are expecting from their customer service experience?

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LinkedIn Marketing Hacks to Grow Your Business

BirdEye

LinkedIn is a professional platform that helps you establish and reinforce business relationships. With over 875 million members across the world, LinkedIn marketing can be an invaluable addition to your digital marketing strategy. Though the platform can be a goldmine for customer acquisition, most businesses struggle with reaching and converting the right decision-makers.

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Holiday Customer Service and Why Sometimes the Best Gifts Cost Nothing

Call Experts

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. But, managing all of the moving parts of your business can feel overwhelming, especially with the onset of the winter season. Managing your customer demands with the needs of your workforce can be easy when you partner with an experienced team like Call Experts.

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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

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Why Self-Serve Support Is Only as Good as Content

Inbenta

At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . In the past few years, practically all businesses have invested in chatbots or virtual assistants, made available help centers and FAQ sections , or used other kinds of assisted tools with the aim of helping customers search and find answers to their requests on their own. .

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How will the economic downturn affect Customer Success? Learn from three SaaS CEOs.

ChurnZero

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? To get a CEO’s perspective on the matter, ChurnZero’s You Mon Tsang joined ESG for a special CEO panel on “ The economy and Customer Success: The impact and what to do about it ,” with ‘nuffsaid’s Chris Hicken and Kapta’s Alex Raymond.

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How a Better Brand Tracking Program Can Forge Deeper Connections with Customers

Strativity

This article was written by Bianca Reed, VP of Global Tracking. While visiting our oldest at college, we went to a DC restaurant with several TVs playing national news. The news anchors debated the pending recession, mid-term elections, and the real estate market. On the TV closest to our table, the news anchor announced that it felt like 2008 all over again and that corporations didn’t know how to react.

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21 Important Customer Service Survey Questions to Ask

Zonka Feedback

The effectiveness and value of your product or service in the marketplace are defined by the kind of experience you are giving to your customers. That’s why good Customer Service is key to a successful business. No matter how good of a product or service you offer, one bad customer experience could mean losing them forever.

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How Intent Data Helps Marketers Convert A-List Accounts

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.