Retently

MARCH 20, 2024

What can the CATI survey do for your research? In data collection, Computer Assisted Telephone Interviewing (CATI) is a time-tested method, blending the dependability of phone surveys with smart software to boost reach and efficiency. This article breaks down the workings of CATI, showing you why it might be the solution you’re seeking. Key Takeaways CATI (Computer Assisted Telephone Interviewing) upgrades traditional phone surveys with modern technology, enabling multilingual support, better re

Connections 78

Connections Insights Feedback Technology 78

Genroe

MARCH 21, 2024

Unlock the power of customer feedback analysis! Learn the best methods and tools to drive growth and success. The post The Ultimate Guide to Customer Feedback Analysis: Strategies, Tools & Best Practices appeared first on Genroe | Customer Experience | Net Promoter Score.

Net Promoter Score 52

Net Promoter Score Feedback Customers Customer Experience 52

Forrester's Customer Insights

MARCH 21, 2024

Read insights from Principal Analyst Emily Pfeiffer and Senior Research Associate Delilah Gonzalez on how quality data powers commerce search experiences.

Insights 32

Insights Omnichannel Consumers Retail 32

InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Breaking the mould of traditional banking, Metro Bank embarked on a mission to revolutionise the banking experience in the UK. From the outset, Metro Bank sought to rewrite the rules of banking. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional appr

Customer Centricity 260

Customer Centricity Net Promoter Score Banking 2010 260

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses an

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.

Roadmap 200

Roadmap Culture Leadership Books 200

InMoment XI

MARCH 18, 2024

True excellence in CX demands a transformative strategy that seamlessly integrates across the organisation. That’s where InMoment steps in, offering a simplified pathway to success with our Integrated CX approach: Strongest Signals, Richer Insights, and Smarter Actions. Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth.

Insights 260

Insights Multi-Channel Webinar Social Media 260

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?” or a more detailed query, each question is a step towards understanding what makes your customers tick.

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment.

Leadership 97

Leadership Hospitality Social Media 2021 97

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. boosting success rates while saving millions in call avoidance and dispatch costs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

Contact Center 124

Contact Center Customer Satisfaction Demo Download 124

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question. When customer interactions are the heartbeat of business operations, one crucial factor often takes center stage – agent morale.

Contact Center 90

Contact Center Multi-Channel Social Media Customer Service Representative 90

Beyond Philosophy

MARCH 21, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sometimes, things go wrong despite your best efforts. This situation happens everywhere. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

ShepHyken

MARCH 18, 2024

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 comments about each article and would like to hear what you think too. Do You Know Who Your Competition In Business Really Is? by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand.

2024 79

2024 Article Customer Service Government 79

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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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Alida

MARCH 16, 2024

Table of Contents: Product Centric vs Customer Centric What is a customer focused approach? What is the impact of customer centricity vs customer focused? 3 Customer Centricity Examples Adding A Customer Centric Strategy to Your Business Further Reading I was recently asked about the difference between customer focused and customer centric. For many people, these two terms are almost interchangeable, but if you dig into the literature and advice, there are some subtle but important differences.

Customer Centricity 130

Customer Centricity Customer Focused Customers Customer Experience 130

Kustomer

MARCH 19, 2024

Summary : KIQ Agent Assist is now Generally Available. An AI-powered agent copilot built on top of our CRM. Increase CSAT by up to 17% and enhance agent efficiency by up to 65%. Pricing: $39 a per month per user on top of your Enterprise or Ultimate plan. In today’s highly competitive marketplace, engaging customers and creating meaningful interactions is crucial for business success.

Metrics 69

Metrics Webinar Interaction Loyalty 69

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport.

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Beyond Philosophy

MARCH 22, 2024

“What’s the one thing we need for a stellar Customer Experience ?” If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars. The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that will fix our problems, whether for weight loss, financial growth, or, in Colin’s case, for playing the guitar.

Customer Experience 88

Customer Experience Financial Customers 88

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

customer sure

MARCH 18, 2024

Getting Voice of the Customer right isn’t a ‘nice to have’, it’s a competitive advantage. A VoC programme which not only prioritises insights for service improvement, but – critically — enables real-time service recovery will: Enhance customer satisfaction , leading to greater spend, cross-sell, and upsell. Bolster an organisation’s reputation, leading to more new business Ultimately, a best-in-class VoC programme improves the bottom line.

Touchpoint 62

Touchpoint Return on Investment Competitive Advantage Feedback 62

SurveySparrow

MARCH 19, 2024

If you’re looking for a video marketing guide , you’re not the only one. There are still some brands that haven’t gotten on board with video marketing – despite knowing its value – and the ones who have been are looking to build a more robust commercial video strategy. Videos are naturally more engaging because people are visual. Still, if your video marketing strategy isn’t up to par and you’re still not generating leads, it could use some revamping.

Marketing 95

Marketing Social Media Demo B2B 95

BirdEye

MARCH 22, 2024

Instagram, with its 1.4 billion monthly users, has become a marketing behemoth. According to a recent Birdeye survey , 71% of U.S. businesses and 79% of global marketers use Instagram, which makes it a force to be reckoned with. For businesses navigating this space, an Instagram follower tracker is crucial for tapping into the platform’s full potential.

Social Media 57

Social Media Multi-Channel 2024 Metrics 57

The DiJulius Group

MARCH 20, 2024

Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher. This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. Discover how mastering connections is about finding love and inspiring teams, retaining employees, and revolutionizing customer engagement.

Customer Service 59

Customer Service Leadership Article Connections 59

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past. Yet, there are things you can do to make sure your long-term customers don’t slip through in search of a better interest rate and more accessible financial products.

Customer Retention 52

Customer Retention Rewards Programs Financial Loyalty 52

SurveySensum

MARCH 21, 2024

An automotive company is looking to sell its SUVs to an audience that predominantly buys Sedan cars. As a result of this, they are unable to meet their sales targets. Well, this is bound to happen! If your customers are looking for Sedan cars and you are selling them SUVs then of course they won’t buy from you! They need to sell to an audience that fits their buyer profile!

Social Media 52

Social Media Competitive Advantage Retail Automotive 52

BirdEye

MARCH 20, 2024

Improving engagement, gaining followers, and increasing conversion rate on Instagram is a growing priority for many businesses. A recent Birdeye survey showed that 60% of businesses consider the platform mission-critical. However, it all boils down to their content strategy and the best time to post on Instagram. Our research also shows that 79% of multi-location businesses post social media content centrally and manage content creation, scheduling, and publishing from the corporate offices.

Engagement 62

Engagement Social Media Multi-Channel Healthcare 62

SurveySparrow

MARCH 19, 2024

We have apps for everything nowadays. Be it ordering food, doing personal training, or purchasing land, there is an app for every occasion. The numbers are so overwhelming in order for your app to be noticed and memorable, you’ll have to provide a superior user experience. How can you do that? In-app feedback. By acquiring user feedback from your app, you will get more actionable insights into how you can improve your mobile experience.

Feedback 52

Feedback User Experience NPS Touchpoint 52

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