InMoment XI

MARCH 10, 2022

It’s no joke to say that we live in uncertain times. We’re hopefully turning the page on a pandemic, but steep inflation and unrest both at home and abroad are making many customers nervous about what’s around the corner. Unfortunately, this attitude and the events precipitating it have a big impact on customer experience (CX), which means that CX professionals like you face the daunting task of keeping your CX program effective in the face of multiple challenges.

Social Media 493

Social Media Document Insights Events 493

GetFeedback

MARCH 6, 2022

A recap of GetFeedback and Salesforce’s session at the 2nd Annual CX Impact Summit, featuring Natalie Roberts, Senior ISV Partner Account Manager at Salesforce.

Customer Experience 195

Customer Experience Customers Management Article 195

TechSee

MARCH 7, 2022

Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. In today’s digital-first and customer-centric world, fast response time and problem solving are at the core of customer demand.

2025 109

2025 Customer Service Representative Customer Service Strategies Virtual Agent 109

Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Published on: March 11, 2022. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.

Customer Service 126

Customer Service 2022 Blog Interaction 126

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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

MARCH 6, 2022

International Women’s Day 2022 is here! To mark the day, we asked some of our women in customer experience (CX) for the best career advice they’d like to share with our readers. Hopefully these ideas will help you take your career to the next level. We asked our female CX leaders, “What advice do you have for female professionals starting their career in customer experience?

Customer Experience 295

Customer Experience 2022 Culture Customers 295

ShepHyken

MARCH 9, 2022

I’ve been asked many times how to get the C-suite to invest in customer service. There are plenty of good answers. My go-to response has always been, “Show them the numbers.” The C-suite loves numbers. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. .

Return on Investment 120

Return on Investment ROI Customer Service Training Reference 120

Alida

MARCH 8, 2022

CLV (Customer Lifetime Value) is an essential metric for any business. It not only has a massive impact on your bottom line, but it also ensures cash flow stability and opportunities for new business.

Innovation 130

Innovation Metrics Customers Customer Experience 130

Interactions

MARCH 11, 2022

There’s a lot of jargon thrown around in the contact center space. From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Does it even matter what it’s called. Let’s take a step back. Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers.

Customer Service 106

Customer Service Customer Experience Reference Customer Journey 106

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing. And based on those metrics— and their intimate knowledge of their customers’ businesses—Customer Success Managers (CSMs) are able to craft strategies that improve the

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

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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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Kustomer

MARCH 10, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen dives into why CX efficiency is a must for any company that wants to be successful, especially in the time of the modern customer. We find that so many leaders fail to be customer-focused and often lack the tools necessary to be effective. Tune in to the full podcast to learn more so you can be prepared for any situation.

Customer Service 98

Customer Service Omnichannel Customers Events 98

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon. The right community can help you: Connect and collaborate with fellow Customer Success professionals.

Customer Success 98

Customer Success Sports Leadership B2B 98

BirdEye

MARCH 10, 2022

Did you know that referral marketing generates 3 to 5 times higher conversion rates than any other marketing channel? Referral marketing is a fantastic opportunity to increase brand awareness and grow your business. Read on to learn how you can kick start your own referral marketing program. Table of contents Chapter 1 Referral marketing explained Why word of mouth is so important What is a customer referral program?

Marketing 98

Marketing B2C Reference Social Media 98

Gainsight

MARCH 7, 2022

Over the past few years, we’ve been keeping our eye on an incredibly positive trend in the most successful companies: closer, more collaborative relationships between Customer Success and Product teams. . At Gainsight, we believe it’s vital for these teams to partner— we always have, always will. And now, we’re seeing more and more companies recognize that neither team can drive success by themselves.

Customer Success 103

Customer Success Roadmap Chief Customer Officer Feedback 103

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

ShepHyken

MARCH 11, 2022

This week we feature an article by my friend Donna Cutting, Founder and CEO of Red-Carpet Learning Systems, Inc. , and the author of the new book Employees First! Inspire, Engage, and Focus on the HEART of Your Organization. She shares the five ways to treat employees like customers and become a company where people want to work. People quit their jobs in record numbers last year, and many of them never jumped back into the world of work.

Employee Experience 90

Employee Experience Hospitality 2022 Article 90

Beyond Philosophy

MARCH 10, 2022

Serendipity is a pleasant thing. The feeling that you have been lucky, that the gods are smiling upon you, that fate has dealt you a good hand, is a good one, bound to increase your happiness and satisfaction. It feels like magic. What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. .

Events 97

Events Consumers Customers Definition 97

BirdEye

MARCH 10, 2022

How long should it take for your website visitors to have their basic questions answered? The right answer is, as soon as possible. By answering questions in real-time, website chat can turn website visitors into customers, helping your business close more deals. Website chat consists of livechat, chatbots, and webchat business texting. Through this article we will discuss each one of these topics in detail, and demonstrate why website chat is a technology your business can’t afford to ignore.

Reference 95

Reference Customer Service Customer Service Representative Customer Experience 95

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Support tickets. Reviews. Feature requests. Social media mentions. Customer feedback can come at you a hundred different ways. But if you’re not putting that customer feedback to work in your marketing, you’re missing out on a huge opportunity.

Feedback 94

Feedback Marketing Social Media Customers 94

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

Comm100

MARCH 9, 2022

Credit union member engagement is fundamental, and it’s not hard to see why. Engaged members spend 22% more than non-engaged members. Moreover, 43% of members don’t renew because of a lack of engagement with their credit union. As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. .

Omnichannel 71

Omnichannel E-support Financial Social Media 71

delighted

MARCH 8, 2022

This is a guest contribution post by Product Manager, Justin Fowler. At a glance, product positioning is the process of determining how you want your product to be seen and used by your target demographics. But if you want your business to be successful, you’ll need to do more than just outline a description of your product and explain how you see your target audience using it.

Net Promoter Score 76

Net Promoter Score Competitive Advantage Advertising Magazine 76

ShepHyken

MARCH 8, 2022

The Customer Experience Is More Important Than the Product. CX Is More Important Than Ever! Shep Hyken interviews Simon Harrison, Senior Vice President and Chief Marketing Officer of Avaya. They discuss the importance of creating a personalized and effortless customer experience. Top Takeaways: Your customers aren’t just comparing you to your direct competitors anymore.

Travel 64

Travel Employee Experience Customer Experience Marketing 64

Call Experts

MARCH 10, 2022

You’ve just finished a meeting in another part of the office when your cell phone buzzes. You look down to see a missed call from an important client. You return the call only to find yourself at the bottom of their voice mailbox. You lost another opportunity. And it’s not for lack of interest – you called back immediately! This situation is too common, and you can solve it by hiring an answering service.

Contact Center 98

Contact Center Call Center Telecommunications Competitive Advantage 98

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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,

Measurement

The DiJulius Group

MARCH 8, 2022

Customer experience is lacking in so many organizations due to the mindset many leaders have of what it takes to deliver good customer service: “Hire good people with common sense and soft skills.” This is a major philosophy error. It is so much more than that. The first part is the term “common sense” which. Read Full Article. The post Soft Skills Training is the Secret Sauce to Exceptional Customer Experience appeared first on The DiJulius Group.

Customer Experience 69

Customer Experience Article Customers Customer Service 69

Gainsight

MARCH 8, 2022

Product release events come with a special kind of excitement, and today is no different. Our Evolve event proved once again that developing bold features with better results in mind is exactly what keeps Gainsight customers inspired to reach their biggest goals. . When we thought about the most important idea we wanted to leave people with after Evolve, the word we kept returning to was growth.

Insights 98

Insights NPS Events Leadership 98

Blueshift

MARCH 11, 2022

As you may have heard, cross-channel marketing is the core focus of our latest report, aptly named the Benchmark Report 2022: Cross-Channel Marketing. In light of the subject matter, we would be remiss not to take a deep-dive into the positive impact of real-time cross-channel campaigns. The post How Real-Time Data Makes All the Difference in Cross-Channel Marketing appeared first on Blueshift.

Marketing 98

Marketing 2022 Customer Experience Customers 98

BirdEye

MARCH 10, 2022

Local listings are the key to getting new business. Managing your local business listings ensures that your data is accurate across the web. When you have current and consistent listings, you will get more customers and higher search rankings for your business. Table of contents Chapter 1 Business listings 101 What is an online local business listing?

Management 96

Management Information Automotive Connections 96

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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