InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) to look at cutting discretionary spending. And, unfortunately, customer experience programs may fall on the chopping block. In fact, research shows that 30% of businesses reported having budget related issues to their CX programs.

ROI 557

ROI Customer Experience Webinar Financial 557

Alida

AUGUST 16, 2022

Now that customer-centricity is the top priority for the C-Suite, business leaders from all areas are faced with the imperative of transforming the customer experience. But, what does that entitle and how will it affect your business? Where to start?

Culture 130

Culture Customer Centricity Customer Experience Customers 130

Beyond Philosophy

AUGUST 18, 2022

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Today, we discuss personality and try to correct imbalances placed on one type of personality over another.

Reference 147

Reference Measurement Leadership Books 147

Solvvy

AUGUST 17, 2022

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business. However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and re

Net Promoter Score 102

Net Promoter Score Measurement Customer Retention NPS 102

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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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Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.

Customer Retention 98

Customer Retention Customer Success Customer Relationship Management Loyalty 98

Lumoa

AUGUST 18, 2022

“How likely would you recommend (insert business name) to someone?” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the bus

Customer Journey Mapping 83

Customer Journey Mapping Customer Journey Feedback Voice of Customer 83

CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently. Many of the leading contact centers in the world are leveraging simulation training to provide customer service agents with an automated role-play partner.

Customer Service 93

Customer Service Contact Center 2022 ROI 93

BirdEye

AUGUST 15, 2022

93% of customers find local businesses online. So it’s not just important that your business take advantage of online marketing strategies — it’s imperative. With a solid online marketing strategy, you’ll be better able to connect with potential customers in your area and generate more leads for your business , no matter its size. In this blog post, we’ll share some quick and easy ways to get started with local online marketing as well as the benefits your businesses can

Marketing 98

Marketing Social Media Competitive Advantage Events 98

ShepHyken

AUGUST 17, 2022

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 130

Airlines Books Advertising Customer Service Training 130

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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

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Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible.

Customer Journey Mapping 92

Customer Journey Mapping Customer Success Document Customer Journey 92

Beyond the Arc

AUGUST 16, 2022

There’s an old adage: People do business with people they like. That centers on how the business communicates. Effective communications help build trust and confidence about a company. Yet all too often, B2B content misses the mark, sounding more like it’s coming from a building, instead of people. To motivate leads, keep the conversation [.]. The post 6 B2B communication best practices to increase engagement appeared first on Beyond the Arc.

B2B 95

B2B Communication Engagement Customer Engagement 95

MyCustomer

AUGUST 15, 2022

"CX pros must develop executive leadership skills" Rhys Fisher. Wednesday, August 17, 2022 - 08:28. Customer experience management. Customer journey mapping. Customer value. MYC'D UP WITH CX LEADERS episode 8: Tabitha Dunn, Customer Experience Executive.

Customer Journey Mapping 92

Customer Journey Mapping Customer Experience 2022 Leadership 92

ShepHyken

AUGUST 19, 2022

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction. It’s time to call the customer service line: you dial a number, click through the pre-recorded options, and find yourself humming along to the surprisingly pleasant hold music when, before you know it,

Customer Experience 78

Customer Experience Customer Satisfaction Roadmap Insurance 78

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

Playvox

AUGUST 15, 2022

Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day.

Contact Center 77

Contact Center Engagement Management Communication 77

Beyond Philosophy

AUGUST 13, 2022

Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? How you answer this question is one of many ways that you can explore your personality type.

Consulting 89

Consulting Financial Leadership Books 89

Team Support

AUGUST 19, 2022

Living in the Digital Age, so much of our lives are saturated with data and information. But with so much information available, sometimes we can feel like Johnny Mnemonic, past cranial-storage capacity, where additional data doesn’t help us solve any problems, and instead makes it even more difficult to solve problems. We probably won’t suffer permanent psychological damage if we take on too much information like Johnny (phew), but information overload and analysis paralysis are quite real.

Events 98

Events Customer Satisfaction Information Reference 98

ShepHyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy. He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Top Takeaways: What do we mean when we talk about AI for business?

Healthcare 64

Healthcare 2022 Government Customer Care 64

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

Merkle

AUGUST 17, 2022

B2B buyers will be, and always have been humans with emotions. Despite this, B2B marketers have not always woven this information into their strategies. They use complex, feature-laden language which can make the buying process difficult. All of us have learned what makes a smart business purchase: ROI. ROI is serious. ROI isn’t fun, engaging, adventurous, or inspirational.

B2B 98

B2B Marketing ROI Engagement 98

Zonka Feedback

AUGUST 18, 2022

A renowned brand is never the result of just excellent products; it is the product of a two-way relationship between the brand and its customers. A successful brand knows what its customers prefer, what influences their decisions, and what would drive them away. And this helps them in creating fruitful customer experiences that reduce churn and increase conversions.

Customer Insights 98

Customer Insights Insights Brands Customers 98

Kustomer

AUGUST 15, 2022

Customer demands and competition from other brands are increasing every day. Because of the overwhelming number of alternatives available to them, modern customers are not shying away from demanding excellent customer service. A poor or inconvenient customer experience will have them taking their business elsewhere. Many brands have caught on, though, and are providing a generally positive experience to their customers — so what comes next?

Customer Experience 59

Customer Experience Omnichannel Average Handle Time Customer Journey 59

Feedbackly

AUGUST 18, 2022

For a business, there’s nothing more eye-candy than seeing customers flock to your store, admire your products, and go back with their hands full.

Sales 98

Sales Customer Journey Customers Feedback 98

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

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SAP Customer Experience

AUGUST 19, 2022

Virtual September 15, 2022 Agenda Dear Valued Customer, On September 15, 2022 we will host a virtual SAP MaxAttention Innovation Workshop focusing on “Financial Accounting and Central Finance”. Please find the current agenda for the workshop here. In this blog post you will learn more about the workshop, its value.

Workshop 87

Workshop 2022 Financial Innovation 87

Omnicus

AUGUST 17, 2022

While it might not be as glamorous as building a new feature or launching a product, customer support is still an important part of every business. And no one is better suited to providing that service than a Customer Service Representative (CSR). But what exactly does the role entail? And how can you attract the best candidates to fill it? In this article, we’ll explore what makes a good CSR and share some tips for hiring managers looking to post a job description for one.

Customer Service Representative 72

Customer Service Representative Customer Service Article Customers 72

ClientSuccess

AUGUST 17, 2022

As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? While it may take years for some customer partnerships to get to this desired mutually beneficial place, there are a few steps CSMs can take on the back end to move things along faster.

Loyalty 82

Loyalty Customer Retention Customer Relationships Webinar 82

Call Experts

AUGUST 18, 2022

Did you know that every missed call is a lost opportunity? You’d be surprised how many businesses fail to respond to a missed call. . Customer service is the backbone of any business. . When customers are unhappy with a product they purchase or an experience with your business, it’s your job to make them happy again. One way to do this is by answering every call.

Exceptional Customer Service 52

Exceptional Customer Service Contact Center Customer Service Customer Journey 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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