InMoment XI

DECEMBER 7, 2022

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with. It reflects the summary of experiences at different points along the customer journey—such as considering doing business with a brand, making a purchase and becoming a customer, receiving additional services, having issues resolved, etc—and includes multiple cha

Customer Experience 493

Customer Experience Call Center Touchpoint Measurement 493

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before.

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

One Millimeter Mindset

DECEMBER 7, 2022

Your job description is a great place to start building professional capabilities. Consider that these baseline requirements form the structural underpinning of a career well-planned. Consequently, your career feels less accidental than intentional. Plus, you create a participatory career where you are an active player instead of a spectator. Whether you are a young or older newbie in a new role in a new company – or not – consider what else is required of you beyond what is described for you to

Consulting 119

Consulting Innovation Leadership Presentation 119

BirdEye

DECEMBER 8, 2022

Using social media to grow your business’s presence online is a great start, but keeping up with new platforms can be challenging. There are more than a dozen types of social media with more popping up every day. If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. Not only that, you could be putting your efforts toward a dying platform while the next big thing is passing you by.

Social Media 98

Social Media Brands Entertainment Connections 98

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InMoment XI

DECEMBER 6, 2022

Earlier this year, InMoment hosted an XI Forum with two incredible speakers—both of whom run experience programs for franchisees. Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. .

Chief Customer Officer 491

Chief Customer Officer Brands NPS Customer Centricity 491

Alida

DECEMBER 8, 2022

Employee surveys can be a reliable source of insight… as long as you direct them properly and ask the right questions.

Engagement 130

Engagement Insights Employee Experience 130

BirdEye

DECEMBER 5, 2022

Any respectable business has likely asked you to give them a like on Facebook. Facebook is still the most widely-used social media platform on earth, so any exposure your business can get there is ideal. But having your business on Facebook is just one part of the equation – you also have to be popular. And popularity on Facebook comes in the form of likes.

Social Media 97

Social Media Events Engagement Advertising 97

Beyond Philosophy

DECEMBER 8, 2022

People tend to be less sensitive to improvement the more things improve. 9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. So, let’s look at what diminishing sensitivity today means to your experiences, the implications of it in your customer evaluations, and what you can do about it.

Hotels 78

Hotels Consulting Customers Metrics 78

delighted

DECEMBER 5, 2022

You don’t have to secure a large budget to run a strong customer experience (CX) program. Many CX platforms have robust free plans that allow you to capture feedback from your customers or employees, analyze that feedback, and put the insights into action, without spending a dime. Let’s take a look at the 4 ways to make the most out of a free survey program and capitalize on its infinite return on investment (ROI). 1.

Net Promoter Score 91

Net Promoter Score Touchpoint Feedback Return on Investment 91

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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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ShepHyken

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . We get many different answers that include low customer satisfaction, ratings are slipping, we are great and want to stay great, and our competition is always trying to catch up to us, and we need to stay ahead.

Customer Service 77

Customer Service Customer Satisfaction Customer Service Training Customers 77

Interactions

DECEMBER 9, 2022

It’s rare in a generation that you live through one seismic change in your labor model. We’re actually living through a second one. The first was the gig economy. And the second one is a work-from-anywhere model. Most companies are now a work-from-anywhere, hybrid model. Employees work from home, in the office, or some combination. With this new normal, we believe one of the most important areas that needs to be addressed is the area of compliance.

Average Handle Time 118

Average Handle Time Contact Center 2022 Banking 118

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. • Increase customer satisfaction, retention, and loyalty. • Receive invaluable customer feedback on products, services, and st

Customer Success 87

Customer Success Social Media Customer Journey Feedback 87

SaleMove

DECEMBER 9, 2022

For financial services it is critically important to enable customers to be able to speak to an actual person when they are having a “moment of truth.” . The post When The Wrong Idea SOUNDS Like a Great Idea appeared first on Glia Blog | Digital Customer Service Explained.

Financial 84

Financial Blog Customer Service Contact Center 84

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

IntouchInsight

DECEMBER 8, 2022

Looking to make 2023 your best year yet? One of the biggest opportunities we’re seeing carry over into 2023 is channel blurring. This refers to when brands provide goods and services that aren't normally associated with their industry. While this is not a new practice, it has become increasingly popular.

2023 111

2023 Reference Brands Customer Experience Management 111

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. (Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with th

Article 70

Article 2022 Customer Service Hospitality 70

Lumoa

DECEMBER 8, 2022

People give public reviews on your product whether it’s on the App Store or Play Store, on TrustRadius or Capterra, on Tripadvisor or Booking.com. And, it’s more likely that you’re very familiar with how many stars or thumbs up you get on average. On the other hand, you might not know why people rate your product high or low. Recently, we organized a webinar about how to integrate public reviews using Lumoa where “that cool guy Garen” showed: How to bring public rev

Customer Experience 94

Customer Experience Webinar Customers Marketing 94

SAP Customer Experience

DECEMBER 6, 2022

It’s essential to digital transformation too. If you were to host a small group brainstorming session and ask participants what words they’d use to describe a successful customer interaction and then ask what words they’d use to describe an enjoyable conversation, you’d probably get a list chopped full of synonyms.

Engagement 78

Engagement Interaction Customers Customer Experience 78

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

Thematic

DECEMBER 9, 2022

How can you stay relevant to consumers in a competitive market - especially one under the pressure of a recession? By listening to your customers. It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. These companies may say that they ‘put customers first’, but without a voice of customer program in place it seems unlikely!

2008 71

2008 2010 Customer Satisfaction Fashion 71

Customer Enthusiast

DECEMBER 3, 2022

Earlier this year, at a live management training event for a sophisticated multi-billion-dollar global company, I posed the following instructions in succession: “Raise your hand if you consider yourself to be a purpose-driven leader.” “Now, raise your hand if you consider yourself to be a values-driven leader.” As you can imagine, most hands went up. … Continue reading "Create Alignment Through Constancy of Purpose".

Events 67

Events Management Leadership Engagement 67

Heart of the Customer

DECEMBER 7, 2022

“Executives speak three languages: finance, finance and finance.” – Jeff Hiatt, Prosci Founder NRR > NPS Speaking finance is tough for customer experience leaders. One key reason, which I discussed last week, is that we don’t often include financial information in our survey platform, which restricts us to discussing survey metrics. And no matter how […].

NPS 78

NPS Metrics Financial Information 78

Beyond Philosophy

DECEMBER 5, 2022

There is plenty of bad news to be had about a recession. However, if you think about it, there are some silver linings, too. With that in mind, we are going to explore some of these surprising advantages to manage how we respond to the looming threat of recession that we all are doing business under today. Before we get into that, I would like to start with our younger listeners by explaining that recessions are part of a normal economic cycle.

Sports 78

Sports Books Banking Consulting 78

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Measurement

Happy or Not

DECEMBER 8, 2022

How can you encourage and enable your staff to be the driving force behind improving the customer experience? In this final chapter of our 4-part mini-series on how to convert customer feedback into business transformation, let’s focus on how to make change happen. ( P.S: if you missed parts 1-3, you can find them here: Part 1 , Part 2 , Part 3 ). To change, and to improve, you need your staff to be part of driving the change.

Customer Satisfaction 69

Customer Satisfaction Engagement Feedback Customer Retention 69

MyCustomer

DECEMBER 8, 2022

Download this Ebook. Lead goal. 200. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. A celebration of the 20 customer experience practitioners propelling the profession forward in 2022.

2022 85

2022 Customer Experience Download Customers 85

Advantage Communications

DECEMBER 8, 2022

Customer experience management (CEM or CXM) is the practice of understanding customer interactions across all channels, then leveraging this knowledge to create a holistic, personalized customer experience.

Customer Experience Management 59

Customer Experience Management Definition CEM Customer Experience 59

Beyond Philosophy

DECEMBER 3, 2022

Customers are fickle. Or at least they appear to be. What once may have exceeded your customer’s expectations one day becomes ordinary the next. That’s because People become less sensitive to change as things improve. It’s called Diminishing Sensitivity, and it’s the reason that sometimes you have to work harder to “Wow!

Consulting 78

Consulting Financial Customers Customer Experience 78

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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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