InMoment XI

APRIL 26, 2022

Diversity and inclusion initiatives have become front and center for many organizations in recent years. It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 493

Customer Experience Employee Experience Social Media Roadmap 493

GetFeedback

APRIL 25, 2022

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

Customer Experience 389

Customer Experience Leadership Customers Article 389

TechSee

APRIL 25, 2022

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. When both eyes focus on an object, the difference between the visual images that each eye perceives due to its unique angle – known as retinal disparity – is the phenomenon that allows the human brain to compute depth perception.

2017 109

2017 Technology Reference Innovation 109

ShepHyken

APRIL 29, 2022

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. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.

Insurance 161

Insurance Poor Customer Service 2022 Article 161

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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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InMoment XI

APRIL 28, 2022

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. Market research provides the mapping tools you can use to chart your business landscape, understand its various features, and more importantly, get to know the groups and audiences that populate it. . This goal is especially important within the context of experience programs, especially if you want to achieve real Experience Improvement (XI) for your customers, emplo

Marketing 493

Marketing Social Media Reference Leadership 493

Zonka Feedback

APRIL 25, 2022

66% of consumers who switched brands did so because of poor service. 85% of customer churn due to poor service was preventable. 67% of customer churn is preventable if the customer issue is resolved at the first engagement. 11% of churn can be prevented by a company by just reaching out to the customer. 65% of customer service experts say that using CX automation should be a norm.

Customer Experience 98

Customer Experience Feedback Consumers Customers 98

Kustomer

APRIL 25, 2022

The modern customer is one that is informed. More so than ever before, consumers are invested in making conscious purchase decisions, thoroughly researching the product, and receiving above and beyond customer service. In fact, among surveyed consumers, Kustomer found that 79% believe customer service is extremely important in deciding where to shop.

E Commerce 98

E Commerce E-support Net Promoter Score Sports 98

InMoment XI

APRIL 26, 2022

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? How do they feel about your company’s social media presence? Surveys are a direct line to find out and glean valuable information about your customers and your company. .

Customer Experience 260

Customer Experience Fashion White Paper Insights 260

One Millimeter Mindset

APRIL 27, 2022

Today’s post compiles five ideas to catalyze you to think about the same things, differently. It is time for action. Yes, sail into uncharted waters so what is uncomfortable and unfamiliar today becomes your professional environment moving forward. Get to where you really need to go, together, one millimeter at a time. These five themes surface constantly as I research and speak with motivated colleagues and readers like you.

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2022 Blog Innovation Consulting 90

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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

APRIL 25, 2022

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. In this article, we’ll look at the mistake of choosing a platform that doesn’t allow you to create inspiring customer journeys.

Customer Journey 86

Customer Journey Customer Success Definition Blog 86

SAP Customer Experience

APRIL 28, 2022

Virtual May 18, 2022 Agenda Dear Valued Customer, We are pleased to invite you to the SAP Premium Engagement Session focusing on “Deep Transformation Insights” taking place on May 18, 2022. Please find the current agenda here. Deep Transformation Insights (DTI) is a new SAP service to support business transformation.

2022 85

2022 Insights Engagement Customers 85

ShepHyken

APRIL 25, 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. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. (Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey.

Article 64

Article 2022 Customer Service Loyalty Programs 64

BirdEye

APRIL 28, 2022

There’s no doubt that Google is the king of online reviews. In fact, our studies found that 71% of all reviews in 2021 were written on Google , but that doesn’t mean you should ignore the other 29%. Niche sites are a regular place for customers to leave online reviews when they are not leaving them on Google. To stay ahead, you need to make a conscious effort to get more reviews on these sites and understand which sites are most important in your industry.

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2022 Automotive Healthcare 2021 104

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

Beyond Philosophy

APRIL 28, 2022

On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business (B2B) organization. Their offering does not have the lowest price, and they have no plans to lower it. However, their customers keep complaining. Peter wanted to know what we thought he should do. Since price is something that can seldom be low enough, I figured some of you face the same issues, and I would share our advice here with you.

B2B 89

B2B Communication Retail Customers 89

Doing CX Right

APRIL 29, 2022

Rob Stewart, Business Author, and Teacher shares how to maximize staff engagement & productivity while reducing costs (turnover, recruitment, training) for sustainable business growth. The post Maximizing Agent and Employee Engagement To Deliver Customer Excellence appeared first on Doing CX Right.

Engagement 69

Engagement Customers Customer Service 69

ShepHyken

APRIL 27, 2022

Is the CEO or owner the most important employee of a business? They are the people who make the big decisions and determine the vision and strategy of the company. But if not for the company’s employees, that vision and strategy would mean nothing. . Here is where I’m going with this idea. Let’s say the owner of a restaurant is also the chef. This chef prepares the most amazing meals using the highest quality ingredients, and customers are willing to pay a premium to enjoy this epicurean exper

Books 67

Books Customer Service Training Demo Customer Focused 67

Zonka Feedback

APRIL 27, 2022

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. Moreover, it is advised to conduct NPS® surveys through different channels depending on where your customers choose to interact with your business.

Net Promoter Score 98

Net Promoter Score NPS Touchpoint Metrics 98

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

CSM Magazine

APRIL 25, 2022

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. This article looks at some of the best training solutions in more detail. Mental Health Training.

Customer Service 97

Customer Service Management Customer Service Training Leadership 97

SurveyGizmo

APRIL 26, 2022

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. Instead, learning service professionals should ask questions both about the subject topic as well as collect subjective feedback about the course experience too.

Measurement 97

Measurement Feedback Communication Engagement 97

ShepHyken

APRIL 26, 2022

The Culture Playbook . How to Develop Workplace Culture Like a Skill. Shep Hyken interviews Daniel Coyle, New York Times bestselling author of The Culture Playbook: 60 Highly Effective Actions to Help Your Group Succeed. They discuss developing your team’s culture as a skill through consistent action, practice, and reflection. Top Takeaways: Culture is not about words.

Culture 64

Culture Books Connections Communication 64

Lithium

APRIL 26, 2022

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. Claudius has been noticing more awareness around how closely related the learning experience, and the community experiences are. Businesses are realizing that the Community Manager establishes communication between many company departments to the customer/audience, making it an essent

Metrics 97

Metrics Events Customer Engagement Communication 97

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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,

Measurement

Daniel Group

APRIL 29, 2022

Great Customer Experiences: The Key to Business Growth. Did you know that providing consistently great customer experiences will grow your business? But, does your business have an outstanding customer experience? If not, you’re not alone. Many companies are unsure how to create a great customer experience. But creating a great customer experience can be challenging, especially when your business is just getting started.

Customer Experience 69

Customer Experience Net Promoter Score NPS Reference 69

Heart of the Customer

APRIL 29, 2022

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. Almost two-thirds fail to drive action. That’s not all that surprising, since most neglect to […].

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Customer Journey Mapping ROI Customer Journey Customers 78

Customer Enthusiast

APRIL 25, 2022

This is the second article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role to employees, connect daily work activities to organizational purpose, and inspire the collective pursuit of a common aspirational goal. The act of contemplating and responding to each of the Four … Continue reading "What values guide my actions and behaviors at work?".

Article 62

Article Connections Leadership Engagement 62

Steve DiGioia

APRIL 28, 2022

Stereotype: a widely held but fixed and oversimplified image or idea of a particular type of person or thing. Business stereotypes are preconceived notions that every customer has of your business. What do they expect when doing business with you? Are the expectations good or bad? What image or idea do you send to your customers? “The lines are always too long.” “The place is so outdated.” “Your salespeople only care about making the sale, whether the item is right

Blog 119

Blog Sales Customer Service Customers 119

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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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