InMoment XI

JANUARY 18, 2023

Welcome back to the XI Café Podcast! The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Voice of Customer 493

Voice of Customer Customers Customer Experience Consulting 493

BlueOcean

JANUARY 31, 2023

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. In this article, we are making the case that it’s not always so straightforward. Not all attrition is created equal, and there are many ways to calculate attrition rates – so the way you frame your attrition questions in the RFP is essential to getting useful data that can inform your decision.

Contact Center 156

Contact Center Call Center Engagement Employee Experience 156

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether.

Customer Experience 176

Customer Experience Customers Customer Experience Management NPS 176

ShepHyken

JANUARY 4, 2023

Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. I don’t often repeat content, but I’m going to share those predictions and trends here, in a revised and shorter format.

Customer Service 145

Customer Service Customer Experience Customers 2023 145

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

Tricia Morris

JANUARY 26, 2023

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

Contact Center 143

Contact Center 2023 Customer Service Customer Experience 143

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. For several years, it was also one of four economic pillars (along with customer acquisition , customer retention, and lowering cost to serve) my colleagues and I used to frame customer experience (CX) programs for our clients.

Customers 529

Customers Customer Experience Customer Retention Customer Base 529

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.

Customer Service 103

Customer Service Customers Retail Interaction 103

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well! Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-

Metrics 157

Metrics NPS Touchpoint Insights 157

ShepHyken

JANUARY 31, 2023

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.

Customer Service 150

Customer Service Customers Customer Service Training Hotels 150

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

Customer Journey

Beyond Philosophy

JANUARY 14, 2023

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. For example, I like to make drawings with pen and paper during my sales presentations with a contact. Then, I position the pen toward them during the discussion as an invitation for them to pick up and draw a little bit, too.

Customers 97

Customers Customer Experience Presentation Sales 97

BirdEye

JANUARY 31, 2023

Are you a business looking to increase your visibility in your local market? If the answer is yes, you’ll need an active and engaged presence on Nextdoor. This popular social media platform allows businesses to post updates, advertise special offers and deals, and generate Nextdoor reviews from local customers. However, getting the most out of Nextdoor for your company does require some understanding and research.

Social Media 98

Social Media Multi-Channel Customers Advertising 98

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort? Let’s find out. Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint.

Customer Experience 324

Customer Experience Customers Management Customer Journey 324

Bill Quiseng

JANUARY 11, 2023

Through social media, people are talking about you whether you know it or not, like it or not. Customers who are dissatisfied with your service rant about their no class experience to others. They’re not just talking about you to their friends on social media. They’re telling everyone, even complete strangers. If they’re not talking no class, then they’re just not talking about you at all.

Customer Care 88

Customer Care Customers Marketing Social Media 88

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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

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Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Furthermore, customers remember their good and bad experiences with brands.

Customer Experience 94

Customer Experience Customers Net Promoter Score Customer Journey 94

ShepHyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it. .

Employee Experience 136

Employee Experience Customer Experience Customers Customer Service 136

Optimove

JANUARY 26, 2023

Consumer trust is a crucial component of any successful marketing strategy. It’s more important than any promotion, feature, funny post on social, or brand color. As economic uncertainty persists, consumer financial confidence declines (see our recent Consumer Holiday Spending Survey ), and their willingness to spend drops. Naturally, with their limited budgets, consumers prioritize brands they know and trust over new ones they don’t know, or worse, brands they already know and don’t trust.

Loyalty 105

Loyalty Consumers Brands Retail 105

BirdEye

JANUARY 19, 2023

Social listening and social monitoring are often used interchangeably, but there are some big differences between the two. By understanding these differences, companies can create highly effective marketing strategies and gain a better understanding of their social media presence. In this blog post, we’ll explore the key differences between social listening vs social monitoring so that you can make informed decisions when it comes to your business’s digital presence.

Social Media 98

Social Media Brands Customer Service Feedback 98

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

Customers

InMoment XI

JANUARY 23, 2023

You’re sitting down to carve out the newest survey in your customer experience (CX) program. You know what touchpoint you’re examining, what you’re hoping to learn, and what questions you’re going to ask. Now it’s time to settle on the survey rating scale you’ll use. Unsure of which scale to choose? I’m Kiri Burgess, a Senior CX Consultant at InMoment APAC.

Customer Experience 491

Customer Experience Touchpoint Insights Customers 491

ChurnZero

JANUARY 13, 2023

The time-honored practice of trying to predict what’s to come in the year ahead never fails to get our minds buzzing with possibilities, new ideas, and excitement for the future. However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. A few common themes emerged.

Customer Success 98

Customer Success 2023 Customers Customer Journey 98

Beyond the Arc

JANUARY 2, 2023

2022 started off like a typical rom-com; after a couple of life-changing adventures, we thought we were finally headed toward our happily-ever-after. But wait—as we begin the first chapter of 2023, there’s a looming plot twist. What customer experience (CX) challenges can we expect to see in 2023?Spotting emerging trends and helping clients take advantage [.].

2023 106

2023 Customer Experience 2022 Customers 106

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. Competition is at an all-time high. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. Competition and expectations go hand-in-hand – as the former rises, so too does the latter. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service.

Customer Service 98

Customer Service 2023 Customers Return on Investment 98

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Government

Optimove

JANUARY 10, 2023

We want to make retention marketing a priority. So where to start? Providing top-notch customer service is a must these days, to keep traders happy, engaged, and active, where traders have high expectations, low levels of patience and infinite options. Offering bonuses is all well and good, but we all know there are problematic traders who will take the bonus and run.

Loyalty 98

Loyalty Customer Journey Customers Marketing 98

BirdEye

JANUARY 5, 2023

With the rise of social media and customer reviews, an online reputation manager has become an essential role for organizations looking to maintain a positive online presence. Investing in this position can help you attract new customers and protect your brand’s online reputation. In this blog post, we’ll discuss what kind of skills are required for an online reputation manager and why online reputation management services are so important.

Management 98

Management Multi-Channel Social Media Interaction 98

InMoment XI

JANUARY 2, 2023

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Customers have unprecedented access to information about products and services. And with a few clicks, they can compare your company with your competitor’s offering, and learn how others perceive you. As competition and buyer empowerment compounds, customer experience (CX), is proving to be the only truly durable competitive advantage.

NPS 295

NPS Net Promoter Score Metrics Effort Score 295

Retently

JANUARY 19, 2023

Achieving the much-desirable product-market fit is the ultimate goal of any SaaS business. After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. They don’t have to worry about going bust because what they sell is what the market needs.

Measurement 129

Measurement Marketing Customer Satisfaction Customers 129

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In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.

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