March, 2022

How Targeted Surveys Help Improve Your Customer Experience (CX)

InMoment XI

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers.

2022 375

Engaging Younger Audiences: How to Reach Gen Z Customers


For the generation hailed as being constantly connected, it can be a struggle to effectively reach out to members of Gen Z (or Zoomers). With a spending power of over $140 billion , consumers born after 1996 are a force to be reckoned with and their influence on the economy will continue to grow.

2022 184

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The Three Leading Causes of Customer Churn


Churn. It’s that awful, nasty, revenue-crushing word that every SaaS company has to deal with at some point in their customer lifecycle. Some companies experience a massive churn rate and have to fight for every customer.

2022 124

Customer Self-Service: Pros, Cons, Examples


Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses.

2022 109

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.

5 Essential Features for Customer Service Success


ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. No matter how much information companies provide before the sale, most customers will still need help.

2022 99

More Trending

Optimizing Employee Insights from Structured and Unstructured Data

InMoment XI

Power from the People.

2022 323

Expert Tips to Effectively Generate and Utilize Actionable Customer Insights


In 2020, every person generated 1.7 megabytes per second. And a lot of that data could be used by businesses to create better products and provide a better overall customer experience for their audience

2022 207

The Real Difference Between Customer Support and Customer Success


With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support).

2022 136

How to scale personalized customer experiences


A recap of GetFeedback and Salesforce’s session at the 2nd Annual CX Impact Summit, featuring Natalie Roberts, Senior ISV Partner Account Manager at Salesforce. Articles

2022 195

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!

Remaining Competitive in Retail: How to Optimize Customer Experience

CSM Magazine

In retail, the customer is king.

2022 97

Annette Franz: Values Create Value.

Bill Quiseng

In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. No more. Satisfied customers feel service is good, not better, just average. Nobody raves about average.

2022 93

How 3 CX Trends Compare from North America to Asia-Pacific in 2022

InMoment XI

Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions. These new CX trends were based on indirect and inferred data, as well as surveys across several industries.

2022 354

5 Steps to Building an Effective Customer Survey in 2022


Only one in 26 customers are likely to complain about the product or service issues they are facing on their own. The rest will gradually become unhappy and leave your company without you ever getting a chance to learn what went wrong or how you could address the issue. Customer Experience

2022 207

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.

9 Best Customer Success Communities in 2022


Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer.

2022 97

Never, Never, Never Be Late

Shep Hyken

Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you.

2022 103

Key Retail Trends Right Now: Delivering Seamless Customer Experiences

CSM Magazine

The trading environment in the past year has been challenging for retailers and has also reinforced the opportunity for retailers to completely rethink their operations to deliver seamless customer experiences. Carmen Carey, CEO of Sorted , explains.

2022 82

Top 4 Strategies to Improve Credit Union Member Experience


Credit union member engagement is fundamental, and it’s not hard to see why. Engaged members spend 22% more than non-engaged members. Moreover, 43% of members don’t renew because of a lack of engagement with their credit union.

2022 81

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!

When CX Value Is Hard to Find: 3 Truths You Need to Hear if Your CX Program Isn’t Moving the Needle

InMoment XI

Here’s a difficult truth you may be facing: “my customer experience (CX) program is just not moving the needle.” Whether it’s an inability to prove CX value or a lack of recognition for your improvement efforts, it’s a scary realization to have.

2022 352

4 Ways Customer Feedback Can Make or Break Your Company


As consumer behavior trends drastically shift and meaningful connections between customers and brands becomes increasingly vital for success, more and more brands are turning to customer feedback management.

2022 206

Supercharging Customer Engagement with HubSpot and Totango


Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically.

2022 82

Amazing Business Radio: Annette Franz

Shep Hyken

10 Principles of Customer-Centricity. How Winning Organizations are Built. Shep Hyken interviews Annette Franz, founder and CEO of CX Journey Inc. and the author of Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business.

2022 91

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!

Customers Give Feedback Every Day. Most Brands Just Aren’t Listening.

Heart of the Customer

After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains.

2022 113

We Ate the Dog Food!


Well, not literally. It’s an expression used when employees, especially leadership, actually use their own products or services the same way a customer would. Here at TechSee we regularly eat dog food for quality assurance, but also because it’s fun and we really like using our products.

2022 109

Understanding “The Great Resignation” and Brands’ Own Role in Creating It

InMoment XI

The news media has been rife this last year or so with stories of The Great Resignation—an unprecedented tidal wave of job market churn that has seen millions upon millions of employees quit their jobs.

2022 369

What is a Customer Satisfaction Score and Why It Matters


86% of buyers are willing to pay more for a better customer experience. But at the same time, 92% of customers with just two or three negative experiences will abandon working with a company and never look back. Customer Experience

2022 130

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.