InMoment XI

JANUARY 6, 2022

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. . On its face, such a program may seem quite straightforward—directly reward experience outcomes or add incentives to existing programs, and you’re good to go. However, there are actually quite a few factors that organizations need to look at while weighing an incentives program, not the least of which is ensur

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White Paper Rewards Programs Feedback Presentation 493

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion.

Customer Care 200

Customer Care Customer Service Culture Customers 200

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.

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Customer Experience Touchpoint Communication Customer Service Training 173

Steve DiGioia

JANUARY 3, 2022

We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected. The product or service should be reasonably priced and in line with similar products. The product or service should be safe to use.

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Customer Expectations Social Media Advertising Touchpoint 140

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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

JANUARY 4, 2022

We’ve all been there. You’re shopping for something online and you start to compare options on different websites. You’re excited to explore a particular item, but as soon as you click into the brand’s website, a little window pops up asking you what you think of the website experience. “What experience?” you think. “I barely just entered the page!”.

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Feedback User Experience Touchpoint Customers 598

ShepHyken

JANUARY 4, 2022

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience.

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Virtual Agent Contact Center 2021 Consulting 127

Help Scout

JANUARY 5, 2022

The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022.

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2022 Customer Service Article Customers 113

Kustomer

JANUARY 7, 2022

While the holiday won’t be as fraught as the 2020 season, there will still be a fair share of challenges and obstacles to hurdle. That said, proactive steps in solidifying your brand’s customer experience (CX) strategy and protocols will help keep the cheer levels high, jeer levels low and set a wonderful brand precedent for 2022. While many seasonal shopping, dining and socializing norms have resumed, the challenges presented by the pandemic continue to create significant disruptions.

Social Media 98

Social Media E Commerce Omnichannel Multi-Channel 98

Russel Lolacher

JANUARY 5, 2022

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. And if you don’t have them, you’re going to suck or stall. And certainly not meet the growing expectations the public has for digital engagement.

Social Media 98

Social Media Leadership Culture Communication 98

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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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BirdEye

JANUARY 5, 2022

David Bowie once belted out the lyrics, “Ch-ch-ch-ch-changes, Turn and face the strange.” This popular and iconic song has withstood the test of time. Why? Because the lyrics are true. Changes are a part of life, and Google, the most prevalent search engine is not immune to changes. Google just rolled out its Google product reviews 2.0 update on December 1st, the last time product reviews were revamped was in April 2021.

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2021 Insights Consumers Feedback 98

ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. The two are seemingly cut from the same cloth. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same? If not, what are the differences that set them apart?

Customer Success 98

Customer Success Customer Experience Net Promoter Score Return on Investment 98

Kustomer

JANUARY 7, 2022

Customer service can be a challenge in any type of business, but the last two years have created unprecedented obstacles and shifting circumstances across industries around the world. In order to deal with the highest stakes we’ve seen in a lifetime, businesses have been innovating the ways in which they engage with and sell to consumers. While popular before the pandemic, subscription-based businesses in particular have been enjoying accelerated growth within this transformed shopping culture.

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Customer Service E Commerce E-support 2025 97

delighted

JANUARY 4, 2022

Gone are the days of mere customer transactions. Now, every interaction with a customer is a two-way conversation; one where customers expect to be asked for their opinions – and listened to – in order for you to keep their business. Companies need to open up a dialogue to better understand their customers and that dialogue starts with asking for customer feedback.

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Feedback Net Promoter Score NPS Social Media 87

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

One Millimeter Mindset

JANUARY 5, 2022

Each New Year brings with it a plethora of blog posts and articles. These pieces encourage you to set bold goals, crush quotas, and move forward with resilience and vigor!! Realistically, you just may not have the mental (and physical) energy to fulfill everything you are told to do in those articles. Equally realistically, consider how your professional priorities changed over the past 12 months due to pandemic experiences.

Workshop 85

Workshop Innovation 2022 Leadership 85

ShepHyken

JANUARY 7, 2022

Josh Liebman is the Guest Experience Evangelist for ROLLER Software , a company that works with leisure and entertainment businesses to help them deliver better guest experiences. He shares the four reasons why businesses should not shy away from customer complaints. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy.

Guest Experience 78

Guest Experience Document Entertainment Hospitality 78

Beyond Philosophy

JANUARY 1, 2022

Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Customer Relationships 104

Customer Relationships Consulting Books Insurance 104

Comm100

JANUARY 5, 2022

It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel. However, the effectiveness of this channel can vary widely depending on the live chat software.

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Government 2002 Omnichannel Download 77

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

Playvox

JANUARY 5, 2022

Employees today have more choices and flexibility about where and when they do their jobs. While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Working differently means that leaders must also think expansively about the agent experience and how to keep teams engaged.

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Contact Center Fashion Employee Experience Reference 72

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. In this article, we cover how profit centers and cost centers differ, as well as how Customer Success teams can position themselves to be viewed as a profitable function by: Emphasizing their value with the right metrics.

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Metrics Customer Success Customer Journey Mapping Net Promoter Score 98

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.

Customer Relationships 89

Customer Relationships Net Promoter Score Consulting Culture 89

Advantage Communications

JANUARY 6, 2022

Emergencies happen. Sometimes they are technological failures, like your website going down, an app crashing or a hacker attack. Other times a natural disaster disrupts supply chains or damages your equipment.

Customer Service 95

Customer Service Technology Customers Contact Center 95

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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,

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Totango

JANUARY 6, 2022

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader. But even when we do everything right and create a culture of positivity and open communication within our organizations, occasional stress is inevitable – especially in a high-pressure industry like customer success.

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Customer Success Management Blog Customers 86

Upstream Works

JANUARY 5, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.

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2022 Contact Center Technology Engagement 78

Knowmax

JANUARY 2, 2022

The post 5 ways to make call flow script better appeared first on Knowmax.

Call Center 98

Call Center Customer Service Customer Experience Customers 98

Happy or Not

JANUARY 3, 2022

As the growth of customer interactions in the digital space keeps on accelerating, a remarkable omnichannel experience is a critical success factor. A study by McKinsey shows there’s a strong link between opening physical stores and increased traffic to the retailer’s digital sites. Customers are returning to on-site experiences and spending more on goods such as home equipment due to the decrease in travel. .

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Omnichannel Loyalty Programs Roadmap Retail 69

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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