ShepHyken
DECEMBER 26, 2023
Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. And for everything else, too! But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. With that, here are 10 ideas. Many, if not all, will apply to you and your business. Do more in 24!
Win the Customer
DECEMBER 23, 2023
In an era where technology is deeply integrated into customer touchpoints, the responsible use of AI holds immense potential to revolutionize customer experiences. The ethical deployment of AI not only improves customer satisfaction but also fosters trust and transparency. Here are 15 impactful ways to implement responsible AI and elevate customer touchpoints: 1.
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SurveySparrow
DECEMBER 25, 2023
It is common knowledge that Net Promoter Score can propel a business to new heights. You might also know about transactional NPS and relational NPS. But what do you think works better? Focusing on an overall experience or individual aspects of a customer journey and improving each touchpoint experience. I think the latter. Well, you need not decide already.
SurveySensum
DECEMBER 26, 2023
What would you choose? A product with exceptional customer service Or a bug-free product? In the ever-evolving landscape of business, the ongoing debate regarding whether customer service or bug-free product should take precedence continues to fuel discussions. So, we dedicated ourselves to taking up this discussion on the internet and asked top CX experts about their opinions on the ‘CX Question of the Day’ initiative.
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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.
ShepHyken
DECEMBER 25, 2023
Top Takeaways: The customer’s perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions. Embrace continuous improvement. Once you find success, it doesn’t mean you should stop. Keep learning and looking for changes to enhance the customer experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
DECEMBER 29, 2023
It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. Reflection is a key part of the growth process. That’s why we are excited to continue our tradition of reflecting on the past year and what we learned during it.
BirdEye
DECEMBER 28, 2023
Imagine walking through a town where each street corner has a storyteller ready to share a tale tailored just for you. As you move from one street to the next, the stories change, reflecting what each storyteller knows you’ll love. Geofencing marketing works similarly – It’s like setting up invisible storytelling corners around a business.
ShepHyken
DECEMBER 24, 2023
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. Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro (CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf clu
Optimove
DECEMBER 25, 2023
Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: Today’s hyper-connected customers interact with brands through a dizzying myriad of channels, from websites and email to mobile phones and social media. At every touchpoint, they expect a consistent and personalized experience, and successfully providing one requires a robust customer orchestration strategy.
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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
Beyond Philosophy
DECEMBER 28, 2023
This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. For example, I asked him about the short-term implications of AI, meaning in the next one to five years.
BirdEye
DECEMBER 25, 2023
Have you ever come across an imposter Facebook page related to your business, a page you did not create? That’s what we call an unofficial Facebook page. Why should you care? These pages can confuse your customers and hurt the online reputation management you’ve worked so hard to build. In this blog, we dive into a topic that might seem niche but is incredibly important for any brand on Facebook.
SurveySparrow
DECEMBER 29, 2023
When it comes to business competition, offering an exceptional customer experience (CX) is an absolute must. An outstanding CX is the heart of customer retention and a key strategy for customer acquisition. To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. This article aims to walk you through a step-by-step process of building a customer experience roadmap, setting you on a course towards establishing an immersive
Kustomer
DECEMBER 28, 2023
The AI/CX Virtual Summit 2023 , hosted by Kustomer on December 12th, marked a significant event for customer experience (CX) professionals and enthusiasts. The summit, with its rich content spread over 15+ hours, was not merely a virtual conference; it was a gathering of ideas, discussions, and insights from leaders around the ecosystem. The significance of the event was really about its timing, as it came at a moment when AI is changing quickly and every technology company and agency is trying
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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SurveySensum
DECEMBER 28, 2023
Building and sustaining strong client relationships is paramount in the legal profession, where trust serves as the cornerstone for success. The importance of actively seeking and incorporating customer feedback cannot be overstated, as it provides invaluable insights into client needs, aids in service enhancement, and fosters continual improvements in client relationship management.
CSM Magazine
DECEMBER 23, 2023
Whether the root cause lies in the increasing commonality of smart technology and data analysis tools leveraged in the average workplace, or in an attempt to retain more highly skilled workers amongst a particularly turbulent global job market, it’s clear that modern employers are demonstrating a vested interest in not only measuring employee well-being but attempting to improve conditions for workers.
SurveySparrow
DECEMBER 28, 2023
Did you know that 91% of unhappy customers leave without a word? And according to Forbes, a harsh 96% will abandon you for lousy customer service! This stat shows us the importance of measuring customer experience. But which metrics should we focus on? When it comes to feedback metrics, CSAT vs NPS has been a long-running battle. In this blog, we will look into the different aspects of CSAT and NPS in terms of meaning, elements, measurement, assessment, and all you need to know about the two.
Kustomer
DECEMBER 27, 2023
Kustomer is proud to announce CRM Powered Proactive Messaging is now generally available! This means, we now offer the ability to use updates on custom objects (e.g. orders/products/etc) to trigger a workflow. Now a customer’s product change can automagically inform them about changes in their order status, such as delivery notifications. Why is this important?
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
SurveySensum
DECEMBER 27, 2023
In the competitive world of real estate, keeping customers happy plays a pivotal role in differentiating your services and enriching your reputation. For realtors seeking to leave a lasting positive impression on their clients’ minds, understanding how to measure and track customer satisfaction is paramount. This invaluable process offers insights into precisely what clients want and expect from their realtor.
Kapta Customer Success
DECEMBER 25, 2023
The key account management role is misunderstood. Nobody seems to know what we do every day. It’s common for people within an organization to think we are glorified support, some flavor of a sales team, or a marketing team. But nothing could be further from the truth! And this misconception is painfully telling of the communication in the organization about how we're supporting and understanding our customers.
SurveySparrow
DECEMBER 27, 2023
In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. By collecting and analyzing customer feedback, Voice of the Customer framework help organizations gain valuable insights and make decisions based on data.
Help Scout
DECEMBER 27, 2023
In this article, we’ll explore how companies are currently using AI to improve customer experience, and we’ll offer some options for tools to consider if you’re ready to add an AI layer to your efforts.
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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,
SurveySensum
DECEMBER 25, 2023
I remember the excitement when I ordered a new phone. It seemed like the ultimate device, promising a seamless experience. But as I began using it, disappointment hit hard. The battery drained in a blink, and apps crashed more often than they worked. The initial thrill turned into disappointment with every glitch. The real struggle began when I attempted to return it.
CSM Magazine
DECEMBER 29, 2023
As management students, we are often faced with the question of whether it is more effective to study alone or in a group. The decision can be a challenging one, as both methods have their own set of advantages and disadvantages. Additionally, for those who may consider alternative approaches to managing their academic workload, exploring options like “ mypaperwriter.com ” can be a viable choice.
SurveySparrow
DECEMBER 26, 2023
In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. By collecting and analyzing customer feedback, Voice of the Customer framework help organizations gain valuable insights and make decisions based on data.
Happy or Not
DECEMBER 27, 2023
To truly understand customer satisfaction, it’s crucial to have a strategic approach that enables you to gain insight into their experiences. Measuring customer sentiment and providing detailed insights into specific data that shape these sentiments is essential in today’s highly competitive market. HappyOrNot provides a comprehensive solution that measures customer satisfaction and helps businesses identify areas that require improvement through the pain points & highlight widget.
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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.
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