Sat.Jun 15, 2024 - Fri.Jun 21, 2024

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Top Mistakes to Dodge: How to Spot Bad Survey Questions & Improve Your Data

Retently

Are your surveys yielding questionable data? The issue might lie in bad survey questions. From biases to respondent confusion, these flawed questions can skew results and invalidate your data. This article breaks down typical mistakes, showing you how to spot and eliminate problem areas to enhance the quality of your surveys. Stick around, and let’s get your survey game on point.

Feedback 139
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Best 10 Anonymous Feedback Tools For Secure Data Collection

SurveySparrow

Anonymous surveys have a whopping 90% response rate compared to transparent ones. This number speaks volumes about privacy preferences when it comes to feedback. Come to think of it, wouldn’t you hesitate, at least for a moment, when you know your name will get recorded? This is why you should use anonymous feedback tools for everyone’s better interest.

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Embracing 5 Hard Truths of Customer Experience to Improve Your CX Strategy

Experience Investigators by 360Connext

When we hear from CX change agents about what it takes to run a successful customer experience program , they usually mention at least one of these three challenges: It’s unclear how they should measure success, making it harder to quantify their results and make the case for more resources Data collection can be time-consuming and tricky, which takes time from other activities that may have a stronger impact Leaders feel they lack the influence to align their organization, so customers receive

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The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence.

Bill Quiseng

The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence. Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, t

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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Visuals in Customer Service and CX: The Game Changer

TechSee

Today visuals are revolutionizing customer service and customer experience. There’s a lot of truth in the old saying “a picture is worth a thousand words” – because, as we wrote about in our previous blog post on this topic, visuals really do transform everything. Whether you’re trying to troubleshoot a smart thermostat or set up a new coffee machine, visual communications and visual guidance make the process easier, simpler and faster.

More Trending

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Top 5 Customer Service & CX Articles for Week of June 17, 2024

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 comments about each article and would like to hear what you think too. The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much

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Effective Bank Customer Retention Strategies

Genroe

Discover effective bank customer retention strategies tailored to each stage of the customer life-cycle. Learn how to leverage customer feedback and personalization to keep your banking customers engaged, loyal, and satisfied. Explore the secrets of successful customer retention in the competitive world of banking. The post Effective Bank Customer Retention Strategies appeared first on Genroe | Customer Experience | Net Promoter Score.

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Understanding AI Memory: A Deep Dive into the Cognitive Layers of Service Automation

TechSee

Introduction Artificial intelligence (AI) continues to evolve, becoming increasingly integral in various sectors, from automating customer service to picking stocks. One of the core technologies propelling this progression are advances in memory within AI systems. Robust AI systems employ different types of memory, each enhancing how these systems learn, remember, adapt and make decisions over time.

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What is an ecommerce integration? Benefits of integrating for online stores

delighted

There’s no doubt that ecommerce is a booming industry: with online shopping becoming the default purchasing method for many, businesses are focused on optimizing their online storefronts and ensuring buying experiences are as smooth as possible. How do they do this? Likely with the help of ecommerce integrations, which connect everyday ecommerce tools and centralize data to streamline operations, automate workflows, and increase efficiency.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Find Your Brand’s Perfect Match: The Ultimate IVA Personality Quiz

Interactions

Customer service has evolved. Today, customers expect seamless, personalized experiences across any channel, from phone calls to web chats, texts, and social media, all in a way that fits their lifestyle. But how can you ensure that the voice representing your brand truly connects with your customers? The answer lies in your brand’s IVA personality.

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15 eCommerce Stats That Prove CX is a Growth Engine

Thematic

In today’s fiercely competitive business landscape, customer experience (CX) is the linchpin for growth. Businesses can no longer rely solely on superior products; they must deliver seamless, personalized, and engaging experiences at every customer touchpoint. A Forrester Total Economic Impact (TEI) study revealed that a superior CX can result in a significant $1.8 million boost in income over three years, along with substantial cost savings and increased efficiency.

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Ageism in the Workplace: Transforming a Challenge into a CX Opportunity

Doing CX Right

Learn how addressing ageism in the workplace can enhance customer experience and drive positive change. Discover and apply insights now. The post Ageism in the Workplace: Transforming a Challenge into a CX Opportunity appeared first on Doing CX Right.

Insights 102
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Going above and beyond is voluntary

Customer Enthusiast

For many years, I’ve gone on record saying that the reason you and I, as customers, consistently receive predictably poor customer service is because exceptional customer service is voluntary; employees don’t have to deliver it, and most don’t. It’s true.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Find Your Brand’s Perfect Match: The Ultimate IVA Personality Quiz

Interactions

Customer service has evolved. Today, customers expect seamless, personalized experiences across any channel, from phone calls to web chats, texts, and social media, all in a way that fits their lifestyle. But how can you ensure that the voice representing your brand truly connects with your customers? The answer lies in your brand’s IVA personality.

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17 Eye-Opening Customer Experience Statistics: The High Cost of Neglecting CX

Thematic

In the high-stakes game of customer experience (CX), ignorance isn’t bliss – it’s a death sentence for your bottom line. The importance of customer experience is often underestimated, leading to significant business losses. You’re playing a dangerous game if you’re not actively listening to your customers. By sifting through mountains of unstructured data – reviews, surveys, social media posts – AI can pinpoint the recurring themes and trends that

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The Surprising Truth About Economic Decision-Making: Why Your Logic Might be Flawed. Masterclass Part 5: Unlocking the Psychology of Customer Experience

Beyond Philosophy

Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fifth in a series of eight, explores economic biases and how they create flaws in our decision-making logic. For example, one key bias discussed is the Sunken Cost Fallacy, where people need help to walk away from investments, leading to subsequent mistakes.

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The Secrets to AGCO’s CX Success

Heart of the Customer

The Secrets to AGCO’s Positive Customer Experience Success Courtney Warford leads an inspiring program at AGCO. She has done a marvelous job of connecting customer experience to operations, creating outsized influence throughout the company. In return, AGCO has invested to become even more customer-focused with the growth of Courtney’s CX practitioner team over the last […] The post The Secrets to AGCO’s CX Success appeared first on Heart of the Customer.

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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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Google to stop indexing sites that don’t work on mobile: Is yours ready?

BirdEye

Google recently announced a major update that will change how websites are indexed. Starting July 5, 2024, all websites will be indexed using only Googlebot Smartphone. Put simply, if your website isn’t accessible on mobile devices, Google will no longer index it. Here’s what John Mueller, Search Advocate at Google, wrote in an official blog : “The small set of sites we've still been crawling with desktop Googlebot will be crawled with mobile Googlebot after July 5, 2024… After July 5, 2024, we'

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Transforming Customer Engagement Through Creativity and AI

Braze

Explore how marketing leaders can leverage AI and creativity to transform customer engagement with insights from Mariam Asmar, VP of Strategic Consulting at Braze.

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Decoding Surge Pricing: Will Customers Embrace or Reject It?

Beyond Philosophy

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: Surge pricing is a form of dynamic pricing. However, sometimes customers don’t see it this way. Depending on your perspective, surge pricing can feel like price discrimination. Surge Pricing takes advantage of peak demand.

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How to Leverage LED Video Walls for Retail Customer Service

CSM Magazine

In the dynamic field of retail, the customer experience is paramount. One innovative approach gaining traction is the use of LED video walls. These large, high-definition displays offer a unique way to engage customers and enhance their shopping experience. This article explores the various aspects of leveraging LED video walls for retail customer service, providing comprehensive insights into their benefits and applications.

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Unlock the Future of Learning Growth and Retention at Cognition24!

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

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Integrating NPS and EVI for Holistic Feedback

Feedbackly

Net Promoter Score (NPS) is one of the most popular CX metrics used for gathering feedback and gauging customer loyalty. But, understanding customers, especially the empowered customers we deal with at present, requires a comprehensive feedback collection strategy that taps into all the factors that affect a consumer’s purchasing decision. While NPS is an effective KPI and can help businesses improve their customer retention rates, it only measures the advocacy aspect of customer loyalty.

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Journey Orchestration

Optimove

What is Journey Orchestration? Journey Orchestration helps marketers set goals and apply relevant customer insights for audience segmentation; it also helps them manage and plan the timing and sequencing of channels for multichannel marketing campaigns and journeys. Why is Journey Orchestration important? Journey orchestration is a pivotal strategy in modern marketing.

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Expand Customer Reach with Embedded Financing

SaleMove

Financial institutions looking for growth can find it with embedded financing. Explore the opportunities, risks, and how to keep these new customers with UIM. The post Expand Customer Reach with Embedded Financing appeared first on Glia Blog | Digital Customer Service Explained.

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Employee Benefit Trends in Customer Service: What’s Changing and Why It Matters

CSM Magazine

Employee benefits have become an invaluable means of recruiting and retaining top talent. In fact, according to statistics, 73% of employees would remain in a company if they had adequate employee benefits. The customer service industry, long known for high turnover rates and taxing jobs, has recently witnessed a marked shift in its benefit packages for employees.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.