Sat.Apr 23, 2022 - Fri.Apr 29, 2022

3 Things You Can Do Right Now to Create More Inclusive Employee & Customer Experiences

InMoment XI

Diversity and inclusion initiatives have become front and center for many organizations in recent years.

2022 349

New job in customer experience? Do this on the first 90 days

GetFeedback

Expert guidance on how to tackle the first three months in your new CX leadership role, by Jeannie Walters. Articles

2022 310
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A Breakthrough in Point Correspondence: Mitigating “Outliers”

TechSee

Ever wonder how the human brain can compute distance? How far away is the highway exit, when exactly to step off the escalator, the exact position of the lips you want to kiss? This essential capability is known as depth perception.

2022 109

Guest Post: Find Ways for Artificial Intelligence to Benefit Customers

Shep Hyken

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers.

2022 110

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.

3 Ways Market Research Supercharges Experience Programs

InMoment XI

Market research is seen by a lot of companies and organizations as a nice-to-have. The reality, though, is that it’s a necessity.

2022 347

More Trending

Improving Government CX – The Fundamental Building Blocks for Success

Comm100

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country.

2022 83

CAN STARBUCKS COME BACK?

The DiJulius Group

For the third time in coffee chain Starbucks’ illustrious history Howard Schultz is the Chief Executive Officer, following former CEO Kevin Johnson who stepped down after a five-year tenure including upgrades like mobile ordering/payment, environmentally friendly cups and other items, and a particularly difficult period in 2018.

2022 92

Customer Experience 101: Types of Surveys

InMoment XI

Surveys are a way to compile data from a group of people, but they can be more than that. Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch?

2022 260

3 Essential Factors for Onboarding Contact Center Agents

Upstream Works

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. Some forms of customer service are purely transactional, and chatbots are playing a growing role for that.

2022 78

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!

Mistakes to Avoid When Selecting a CS Platform: Not Being Able to Create Inspiring Journeys

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

2022 77

Are You Using Net Promoter Score® (NPS®) Survey The Right Way?

Zonka Feedback

NPS® or Net Promoter Score® is the most important metric to measure customer loyalty and overall satisfaction with the brand. Therefore, it is important to use NPS® surveys at different touchpoints throughout the customer journey.

Training Solutions That Can Improve Your Customer Service Management Style

CSM Magazine

Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment.

2022 82

EX and CX: The twin powers of a successful business

Myra Golden Media

How closely are the employee and customer experience related? Today, it’s becoming clear that you can’t have one without another. Happy, engaged employees help create great customer experiences that lead to greater customer engagement, satisfaction, and ongoing loyalty.

2022 62

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.

Enterprise CS 501: Optimize and Scale the Impact of CS

Gainsight

Let me start with a statement that might seem far-fetched: enterprise customer success organizations looking to optimize and scale as they mature can learn a lot from the best practices of Grammy-award winning R&B supergroup Silk Sonic. .

2022 83

[Podcast] Diversifying Metrics and the Rise of the Conversation Curator

Lithium

Our guest today is none other than Legendary Khoros Titan, Claudius Henrichs ( ) , Head of Community at Dataiku. He brings a wealth of knowledge and experience as a passionate community member throughout the years.

2022 82

Take A Pragmatic Approach to B2B Conversation Design to Avoid Dystopian Dialogue

Forrester Digital Transformation

From their interactions as consumers, B2B buyers and customers are already accustomed to receiving relevant information curated by algorithms and delivered at the right time in dynamic and digestible formats. Across channels, devices, and interfaces, these audiences ask for what they want.

2022 83

The Customer Journey Mapping Process That Drives ROI

Heart of the Customer

Customer journey mapping lays a strong foundation for the success of your customer experience initiatives. But only if it’s done right. So having a research-backed customer journey mapping process is critical. Unfortunately, that’s where most journey mapping initiatives go wrong.

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!

5 Top Customer Service Articles of the Week 4-25-2022

Shep Hyken

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.

2022 55

How To Manage Customer Service Requests On Instagram

CSM Magazine

With over a billion active users, it’s no surprise that businesses are increasingly utilizing Instagram for marketing purposes. Providing a positive customer experience on Instagram is a great strategy to increase your business’s customer loyalty.

2022 52

Apr 27 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Remote, New York, United States Organization: Storm5 As a Vice President of Customer Success, you will understand the account structure and its partner eco-system to formulate a way of working & onboarding plan and executing the same.

2022 83

The software industry is at the center of e-commerce transformation—but are its own operations digital enough?

West Monroe

Although business-to-business (B2B) sales have traditionally relied on face-to-face interaction, change has been building. This shouldn’t be a surprise: 73% of those involved in B2B research and decision-making today are millennials, a generation well-known for its reliance on technology.

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!

Twenty Years Later, is the Net Promoter Score Still Relevant?

inQuba

In December 2003, Fred Reichheld, the developer of the Net Promoter Score (NPS) measurement system, published “The One Number You Need to Grow” 1 in the Harvard Business Review (HBR). It was a landmark piece and a very influential paper. Reichheld, together with Bain & Co.,

New Qualtrics Social Connect Helps Companies Respond Quickly over Social Media and Chat

CSM Magazine

Qualtrics, the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution.

2022 52

How to Integrate Surveys in Your LMS to Measure Training Impact

SurveyGizmo

Surveys are a critical piece of any Learning Management Software (LMS). Ideally, feedback is collected from learners and inputted directed into an LMS, but occasionally learning services professional fail to adequately communicate with the people taking their training programs.

2022 72

The Top 5 Banking Contact Center Trends in 2022

Advantage Communications

The customer experience (CX) in recent years has become the defining differentiator in the banking industry , ensuring financial organizations are able to build customer loyalty, reduce customer service costs, improve employee happiness and drive up revenue. Contact Center

2022 52

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.