Sat.Dec 24, 2022 - Fri.Dec 30, 2022

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We’re Making a List…Wrapping Up 2022 With Five InMoment Highlights You Won’t Want to miss!

InMoment XI

As people gather this time of year to reminisce and look toward the future together, everyone at InMoment agrees that 2022 brought some XI-ting adventures! It’s thrilling to embark on another promising year, and we want to ring in 2023 with a recap of our top five InMoment Highlights from the last 12 months. Five of Our Favorite InMoment Highlights From 2022: #5: VP of Brand Recognized in Utah’s 40 Under 40 #4: Extending AI-Powered Technologies to Advance Experience Improvement #3: Acquiring Lea

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23 Ways to Create an Amazing Experience In 2023

ShepHyken

Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience. So, I’ve created a list of simple ways to deliver the experience that everyone wants. Here are 23 ways to help you and your teams provide an amazing customer experience in 2023. .

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The best time to post on social media per platform

BirdEye

As a social media manager, your success hinges on how well you can engage with and grow your audience. Figuring out the best time to post content on each social media platform can make or break your campaigns. To maximize engagement, you’ll need to know when to post and why. In this blog post, we’ll take a closer look at several social media platforms and what their optimal posting schedules look like.

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Streamlining the Digital Customer Experience Can Lower Abandonment Rates and Drive Up Loyalty

SaleMove

When it comes to supporting visitors online, strong business rules and smart digital routing can make the difference for your team to keep up with customer needs. The post Streamlining the Digital Customer Experience Can Lower Abandonment Rates and Drive Up Loyalty appeared first on Glia Blog | Digital Customer Service Explained.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Traveling One Millimeter Forward Together Towards 2023

One Millimeter Mindset

What is our next one millimeter forward together as we traverse towards 2023? How have your focus and perspective evolved? Heading towards a new year together, I remain grateful for your readership, inspiration and support. I commenced blogging in 2009. Yet, during the last two years, my personal and professional perspective was profoundly impacted.

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CX Index: Cracking the Code in Your Customer Experience Strategy

ClearAction

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To-date, no industry has reached the “Good” or “Excellent” category; most are in the “OK” category and a few are in the “Poor” category. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices.

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Ways to Take Restaurant Feedback

Zonka Feedback

Customer feedback is an amazing way to stay on top of your restaurant's pulse. Knowing whether your customers are satisfied or if there are areas to improve to the ongoing success of your restaurant. You won't be able to give customers the best customer service if you aren't trying to find out what they actually think about your service or product. Because of this, their feedback on their interactions with the brand is important information that can help the business develop and better serve its

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9 Of The Best Books On Customer Service That You Can’t Miss

kommunicate

Last Updated on December 27, 2022 “If you are not taking care of your customer, your competitor will.” – Bob Hooey So you have wandered around enough and want a sure-shot way to make your customers happy! This is where reading some best books on customer service can be your savior! Do you know that [.]. The post 9 Of The Best Books On Customer Service That You Can’t Miss appeared first on Kommunicate Blog.

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5 Top Customer Service Articles of the Week 12-26-2022

ShepHyken

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. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent. (CSAT.AI) The holiday season is rife with customer service horror stories from both customers and workers.

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The 2023 Verint Experience Index: Retail

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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Wow! It’s Been an Interesting Year! This is What We Have Learned

Beyond Philosophy

As 2022 draws to a close, I like to reflect on the year and what I have learned. I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things were. You can only progress into something new. We have been waiting for things to return to normal for the past couple of years. First, there was COVID and the lockdown, then came the supply chain issues (predicated by said lockdown), labor issues, a war, rising inflation rates, a

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Avoiding Customer Disruptions: Lessons Learned From Southwest Airlines’ Cancellations

Doing CX Right

The mass cancellations at Southwest Airlines provide valuable business lessons. Learn and apply best practices that are in your control to mitigate disruptions impacting customer loyalty and trust. The post Avoiding Customer Disruptions: Lessons Learned From Southwest Airlines’ Cancellations appeared first on Doing CX Right.

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3 top ways to communicate better with customers

Beyond the Arc

The age of customer experience is entering a new dimension: Emotion is the new Brand. Creating emotional connections across the entire customer journey is more critical than ever – especially for written communications. Yet many companies struggle with bridging that gap. Here we look at three common challenges businesses face in customer communications, and [.].

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10 Ways to Improve Business Banking Customer Service

CSM Magazine

Many businesses rely on their banks for essential financial services, so it’s important that banks provide high-quality customer service. Here are 10 ways to improve business banking customer service and keep your customers happy. 1. Get to know your customers by name and take an interest in their business. A simple way to improve customer service in small business banking is to get to know each customer by name.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Mobile App KPIs: The Top Metrics to Measure App Performance

SurveyGizmo

If you’re not tracking metrics, analyzing them, and tweaking your app accordingly, you’re missing out on potential optimizations that could dramatically improve customer experience. Setting mobile app KPIs (key performance indicators) for revenue, performance, and CX is an important first step toward accomplishing this. But there are tons of KPIs to choose from.

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Tips for Creating or Revising Your Customer Success Journey Map

ClientSuccess

Road Map Vectors by Vecteezy. At the heart of any successful customer relationship is a clear and well-defined path to customer success. This means implementing best practices in areas such as product training, initial relationship cadence, and real-time support. Here are key strategies to consider when creating a Customer Success Journey Map: 1. Develop clear tasks, milestones and goals throughout the customer lifecycle. 2.

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6 ways product managers can leverage feedback analytics software

Thematic

Feedback analytics software is a powerful tool in a product manager's arsenal. Think of all the text relating to your product in reviews, surveys, chat / support logs and social media. It's masses of valuable qualitative data. But it's highly unlikely you have time to manually review massive streams of comments. It's not like you can just read the good stuff.

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Tips for Providing Exceptional Law Firm Client Service

CSM Magazine

The key to success in the business world is sales, and you can get return sales from loyal customers who trust your brand by making sure their customer experience is a pleasant one. Even in the realm of legal protection, the business side of it entails ensuring quality customer experience. People want a stress-free experience from services they pay for.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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6 Ways to Re-engage Lapsed Users

Optimove

Most mobile marketers have a robust retention strategy in place. But what many tend to overlook is re-engaging lapsed users. Existing customers that once enjoyed your company but no longer seem interested in what you have to offer. Ignore them at your peril; the average app churn rate currently sits around 80% over 90 days. That’s a lot of users and a lot of potential revenue – so it pays to implement a robust re-engagement strategy and remind them just why they fell in love with your app

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Wow! It’s been an interesting year! This is what we have learned…

Beyond Philosophy

The end of a year is always a nice reminder to reflect on time passed. It’s a regular milestone where you can check in on your experiences and remember the lessons gained from another trip around our sun. This year has been an interesting one. With a foot half-in, half-out of the pandemic, continuing supply chain issues, rising inflation rates all over the world, and a war in Ukraine, one might even say awful.

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A Message from Mike

Interactions

Dear Friends and Family, . As we come to the close of another year, I want to take a moment to express my sincere gratitude to our customers, partners, and employees. We’ve made some incredible achievements this year, and it would have not been possible without your support. It has been a remarkable year for Interactions. We continued to deliver the best customer experiences in customer care while driving value to our clients.

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Our Innovation Journey in SAP.iO - SAP Live Shopping Platform

SAP Customer Experience

This blog is co-authored by Makesh Gupta and Rena Yu Ning Wang, and it is about our journey participating in the SAP.iO journey, with the idea of building a SAP Live Shopping Platform. Context: It was a late Friday evening and I was bored and so I did what I.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Analyzing Your Welcome Journey? Here Are 5 Questions to Ask Yourself Before You Begin

Optimove

Email welcome journeys are perhaps the most important email campaigns you will send out to customers. As the name suggests, they welcome customers to your brand, so you want to make a great impression. These welcome emails want to convey who and what you are, your values, and “what’s in it for them” when they engage with your brand. Ultimately, as you welcome customers to your brand, you want to show appreciation and affirm the wisdom of their choice of your brand over the many others competing

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Benefits and Strategy Of Collaborative Learning

CSM Magazine

Unlike past times when socializing in the workplace was considered unproductive and wasteful, nowadays, we can see that is quite the opposite. Today, company managers are looking for various strategies and tactics to get their employees working together as a group to achieve mutual business goals successfully. One particular strategy that has become widely used in both startup companies and well-established enterprises is collaborative learning.

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Top 5 Customer Service Blogs of 2022

Call Experts

Welcome to a roundup of our top-performing customer service blogs of 2022! Blogging is a powerful way to share ideas, trends, and strategies in your industry. It’s also a great way to build credibility with real customer insights. . The best blogs are not only informative but also fun to read. In 2022, we published many valuable resources! Keep reading to learn more.

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6 Tips for Handling Feedback

Centercode

For this installment in our Beta Tips series, we’ll be looking at best practices for handling feedback. The rush of information you receive during your beta can feel overwhelming. These tips will help you manage it in a way that gets you the data you need while keeping your testers engaged and focused.

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The Open CCaaS Advantage Report

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.