3 Things You Can Do Right Now to Create More Inclusive Employee & Customer Experiences
InMoment XI
APRIL 26, 2022
Diversity and inclusion initiatives have become front and center for many organizations in recent years.
Sat.Apr 23, 2022 - Fri.Apr 29, 2022
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New job in customer experience? Do this on the first 90 days
GetFeedback
APRIL 25, 2022
Expert guidance on how to tackle the first three months in your new CX leadership role, by Jeannie Walters. Articles
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A Breakthrough in Point Correspondence: Mitigating “Outliers”
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.
Guest Post: Find Ways for Artificial Intelligence to Benefit Customers
Shep Hyken
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.
How to Supercharge Your Customer Feedback Strategies with Messaging
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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
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.
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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Improving Government CX – The Fundamental Building Blocks for Success
Comm100
APRIL 26, 2022
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.
CAN STARBUCKS COME BACK?
The DiJulius Group
APRIL 26, 2022
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.
Customer Experience 101: Types of Surveys
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?
3 Essential Factors for Onboarding Contact Center Agents
Upstream Works
APRIL 28, 2022
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.
Should Loyalty Metrics Be Reassessed Post-Pandemic?
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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
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.
Are You Using Net Promoter Score® (NPS®) Survey The Right Way?
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.
Training Solutions That Can Improve Your Customer Service Management Style
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.
EX and CX: The twin powers of a successful business
Myra Golden Media
APRIL 29, 2022
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.
How to Make Every Survey a Top Customer Experience!
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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.
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Enterprise CS 501: Optimize and Scale the Impact of CS
Gainsight
APRIL 28, 2022
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. .
[Podcast] Diversifying Metrics and the Rise of the Conversation Curator
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.
Take A Pragmatic Approach to B2B Conversation Design to Avoid Dystopian Dialogue
Forrester Digital Transformation
APRIL 26, 2022
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.
The Customer Journey Mapping Process That Drives ROI
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.
Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?
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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
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.
How To Manage Customer Service Requests On Instagram
CSM Magazine
APRIL 28, 2022
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.
Apr 27 – Customer Success Jobs
SmartKarrot
APRIL 27, 2022
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.
The software industry is at the center of e-commerce transformation—but are its own operations digital enough?
West Monroe
APRIL 27, 2022
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
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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
APRIL 24, 2022
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
APRIL 26, 2022
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.
How to Integrate Surveys in Your LMS to Measure Training Impact
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.
The Top 5 Banking Contact Center Trends in 2022
Advantage Communications
APRIL 26, 2022
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
A Strategic Guide to Community Gamification
Advertiser: Vanilla Forums
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.
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