InMoment XI

OCTOBER 5, 2022

Anytime you enter a retail store or dine at a restaurant, we bet you have some very definite expectations, one of which is to have a pleasant interaction with the staff. And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen. Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand.

Feedback 493

Feedback Customer Centricity NPS Definition 493

BlueOcean

OCTOBER 4, 2022

Are you ready for the customer of the future? Today’s 6 th graders —who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all while talking with friends through a PlayStation headset—are tomorrow’s customers. And it’ll happen faster than you could ever expect. That’s just one bite of insight coming out of last month’s CXOutsourcers Mindshare event in Las Vegas.

Entertainment 156

Entertainment Employee Experience 2023 Contact Center 156

Team Support

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to

Customer Expectations 126

Customer Expectations Management B2B Customer Service Representative 126

ShepHyken

OCTOBER 5, 2022

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. She created an experience for her customer.

Sales 124

Sales Customer Service 2016 2017 124

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Customers

InMoment XI

OCTOBER 3, 2022

Net Promoter Score (NPS) is a simple and highly effective way to determine the happiness of your customers. This one rating — how likely are you to recommend <company> — gives you valuable business insights from the need to fix specific issues quickly, to long-term trends. But what about the NPS follow-up question? That’s where the more actionable insight comes from, because the customer is able to explain the “why” behind their rating with an open-text answer that gives you the good,

NPS 260

NPS Net Promoter Score Social Media Feedback 260

Alida

OCTOBER 6, 2022

It’s no secret that customers are capricious. However, as we navigate an era of change, it’s easy to feel like this is the most volatile period in business history.

Customers 130

Customers Customer Experience 130

Zonka Feedback

OCTOBER 6, 2022

We all want to keep our customers happy and satisfied so they do repeat business with us. And customer experience is one differentiating factor that can make or break your customer retention efforts. Customer Service Performance plays a catalyst in achieving that level of customer experience and winning over the trust and loyalty of clients.

Customer Service 98

Customer Service Customer Retention Loyalty Customers 98

Kustomer

OCTOBER 1, 2022

Sometimes it seems like the most convenient way to communicate with customers is in constant flux. As fewer people prefer to call and hope they’ll meet a human representative on the receiving line, more are happy to get a text message directly to their phone. Meanwhile, an immeasurable number of emails are still being sent and received. As our recent report on the future of customer service details, more instantaneous channels are regularly preferred by younger consumers — specifically text mess

Customer Service 97

Customer Service Customers Communication Customer Relationship Management 97

Beyond Philosophy

OCTOBER 1, 2022

When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form. The second part covered how memories are connected and the different types of memories we have.

Consulting 78

Consulting Presentation Financial Connections 78

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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

Retail

SaleMove

OCTOBER 7, 2022

When callers need help finding information online, it is not always easy to direct them. Visual engagement tools bridge the gap by providing context. The post Support Callers With Enriched, Visual Context appeared first on Glia Blog | Digital Customer Service Explained.

Blog 83

Blog Engagement Information Customer Service 83

Zonka Feedback

OCTOBER 1, 2022

“ Perfection is not attainable, but if we chase perfection, we catch excellence. ” - Vince Lombardi. The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market.

Feedback 96

Feedback Social Media Roadmap Customer Satisfaction 96

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Why You Should Properly Tag Customer Conversations. Every customer interaction is an opportunity to learn more about your customers, understand how and why they use your product, and gain insight into how to keep them longter

Interaction 87

Interaction Contact Center Insights Customers 87

ShepHyken

OCTOBER 4, 2022

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). He shares how customer service teams can implement lessons and best practices that organizations can learn from soccer teams and their fans.

Sports 65

Sports B2C Social Media Customer Service Representative 65

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

Magellan Solutions

OCTOBER 3, 2022

Outbound Call Proper Etiquettes, Best Practices and More! Want to expand your customer reach ? An outbound call is a brilliant approach for firms to connect with their target audience, develop loyalty, or anticipate and meet possible client demands. Phone etiquette is one of the most crucial components of the customer experience. The phone etiquette of your representatives could be crucial for outbound call, customer retention, and engagement.

Call Center 75

Call Center Consumers Call Recording Poor Customer Service 75

Doing CX Right

OCTOBER 2, 2022

David Wachs, CEO of Handywritten, explains how to enhance and nurture customer relationships through a personalized tactic that really works for business growth and retention. The post Creating Memorable & Personalized Customer Experiences At Scale appeared first on Doing CX Right.

Customer Experience 105

Customer Experience Customer Relationships Customers 105

Playvox

OCTOBER 6, 2022

Some people think live chat is the perfect customer service channel. If staffed properly, it’s instantaneous. A chat can be as short or long as the customer needs it to be. Customers can chat while they multitask at work or home. Agents can ask probing questions to discover the best way to help. The chat transcript provides a written record, so the customer doesn’t have to take notes during the chat.

Retail 81

Retail Article Brands Definition 81

CSM Magazine

OCTOBER 5, 2022

Carlton Retland, Principal Solutions Engineer at Applause details how brands can successfully identify and remove barriers for new customers. Poor customer onboarding hurts your bottom line, increasing customer acquisition costs and driving down customer lifetime value. Fortunately, testing your new customer journeys provides insight into the friction points that occur during the process.

Customer Journey 64

Customer Journey Touchpoint Entertainment Hospitality 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

Russel Lolacher

OCTOBER 3, 2022

In this episode of Relationships at Work, Russel chats with Executive Career Strategist Maureen McCann on taking the right steps for your career transition. A few reasons she is awesome – She’s the owner of Promotion Career Solutions, an 11x Canadian Certified Career & Job Search Strategist, 15x award-winning executive resume writer, an instructor and Senior Board Member at Career Professionals of Canada, as part of their Career Development Certification program, published career resea

Culture 98

Culture Employee Experience Connections Brands 98

BirdEye

OCTOBER 1, 2022

If you own a business in the restaurant industry, you already know how important review sites are. Most customers will visit review sites to decide where they should dine next. That’s why it’s important to make sure your business is listed on as many review sites as possible. In this blog, we’ll talk about restaurant review sites and explain why they can help restaurants bring in more customers.

Customers 98

Customers Management Information Customer Experience Management 98

The DiJulius Group

OCTOBER 4, 2022

The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. A Return on eXperience (ROX) dashboard helps you determine precisely what victory looks like over time and offers insight into customer churn rates. To build an ROX dashboard the executive team will. Read Full Article.

Financial 97

Financial Article Insights Customer Experience 97

Zonka Feedback

OCTOBER 7, 2022

Accenture reported that artificial intelligence (AI) can potentially increase corporate profitability by an average of 38% by 2035. With this statement in mind, should you implement a strategy that helps your organization to drive better revenue with AI customer experience ?

Customer Experience 97

Customer Experience Customers 97

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Measurement

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Organizations invest in MQL and SQL processes without fail. But they stop short of extending that same support to CS generate high-intent leads. Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Customer Success 97

Customer Success B2C Webinar B2B 97

Brandwatch CX

OCTOBER 3, 2022

Influencer marketing is the process of marketing to individuals as opposed to your target market as a whole. Brands are using influencer marketing to expand their reach and increase the likelihood of resonating with their target audience. For example, a food brand might target influential food bloggers in a hope that they will write or Tweet about their products and promotions.

Marketing 90

Marketing Social Media 2008 Metrics 90

Gainsight

OCTOBER 5, 2022

Many a classic TV show has been built around the importance of friendship. via GIPHY. From Stranger Things to Brooklyn Nine-Nine to, well, Friends , we love to watch groups of friends spend time together as they celebrate the good times—and stick together during the tough times. . As Gainsight CEO Nick Mehta pointed out recently in an article for Inc. , we seem to be headed toward some of those tough times.

Customer Relationships 59

Customer Relationships Roadmap Customer Success Sales 59

SaleMove

OCTOBER 1, 2022

“The promise of omnichannel contact center” has failed to come true not because technology has failed us, but because it was the wrong starting goal. The post What Omnichannel Was MEANT To Be appeared first on Glia Blog | Digital Customer Service Explained.

Omnichannel 84

Omnichannel Contact Center Blog Technology 84

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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.

Customer Engagement