Sat.Dec 31, 2022 - Fri.Jan 06, 2023

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A Primer on the 3 Most Important CX Metrics: NPS, CSAT and CES

InMoment XI

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Customers have unprecedented access to information about products and services.

2023 260
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Survey Design – Best Practices

Lumoa

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them.

2023 132
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Customer Experience – The Deciding Factor for Your Brand

Zonka Feedback

With the emergence of new business technologies such as cloud, Augmented Reality (AR), Artificial Intelligence (AI), Virtual Reality (VR), Machine Learning (ML), and a bunch of others, the expectations of today’s customers are constantly revamping.

2023 83
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Top Ten Customer Service and Customer Experience Predictions for 2023

Shep Hyken

Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column.

2023 101
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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XI Café Podcast, Episode 2: How CSC Re-Launched its CX Program to Achieve Higher Customer Engagement and Positive Business Outcomes

InMoment XI

Welcome back to the XI Café Podcast!

2023 278

More Trending

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Discovering What Your Customers Truly Value

ClientSuccess

Value Vectors by Vecteezy. As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs.

2023 73
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How Customer Service Chatbots Can Improve The Customer Experience

kommunicate

Last Updated on January 5, 2023 A customer service chatbot has become a requisite for achieving great customer satisfaction. 60% of millennials prefer chatbots to have their queries addressed!

2023 76
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Does your company need an online reputation manager?

BirdEye

With the rise of social media and customer reviews, an online reputation manager has become an essential role for organizations looking to maintain a positive online presence. Investing in this position can help you attract new customers and protect your brand’s online reputation.

2023 68
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What is tNPS? Understanding Transactional NPS

Lumoa

Consumers today are more vocal than ever, and they’re not afraid to voice their opinions.

2023 83
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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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The Best Customer & Employee Experience Content of 2022

The DiJulius Group

The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2022 are listed below. I recommend sharing this with your entire team.

2023 83
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2022 highlights from our customer service blog

Eptica

Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Published on: January 06, 2023.

2023 105
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10 Ways to Turn First-Time Buyers into Repeat Customers

CSM Magazine

Repeat customers not only buy more, but they also often serve as unofficial brand ambassadors. Here are ten ways to help you get new customers to become loyal, repeat customers. Understand What Your Customers Want.

2023 52
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How to show that sales is not the only path to revenue growth

ChurnZero

This is a guest article by Ali Cudby , co-founder and CEO, CXology , an e-learning platform and community that provides training, resources and peer-to-peer conversations. Customer Success is not a cost center. So why do companies see it that way more often than not?

2023 63
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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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12 Customer Service Challenges and How to Address Them

Advantage Communications

Customer service is an integral part of any business and keeping customers happy is essential for success. Professional customer service staff are able to ensure customer satisfaction and loyalty. However, not all customer service challenges can be solved easily.

2023 52
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Centre de contact natif Teams : la nouvelle ère

Eptica

Date: Friday, Janvier 6, 2023 Author: Laurianne Merour - Digital Marketing Manager Centre de contact natif Teams : la nouvelle ère. Publié le: 06 Janvier 2023. Auteur: Laurianne Merour - Digital Marketing Manager Les agents apprécient les avantages de leur nouvelle connectivité améliorée.

2023 99
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How Gaming Companies Should Improve the Customer Experience

Helpware

The gaming market is highly competitive with over 2,457 companies around the world and $30.4 billion in revenue. There are new games popping up virtually every day and one of the biggest differentiators is the customer experience (CX) they offer.

2023 67
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The New “Value” Menu—Why Recession-Proofing QSR Must Go Beyond Low Cost 

Strativity

This article was written by Kristy Salway, AVP. Indifferent service is all too often the norm at fast-food chains, but with gloomy economic headlines dominating the news, Quick Service Restaurants (QSRs) need to create exceptional customer experiences to survive—and even thrive—during a recession.

2023 52
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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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What Are the Business Benefits of Market Research?

2020 Research

In times of economic uncertainty, every organization looks for places to tighten the purse strings. Market research is a tempting area to cut back on, but that could ultimately prove a critical mistake.

2023 52
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5 rules guaranteed to make you an effective leader

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Bad leadership leads to bad Customer Experience.

2022 85
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How to Use QR Codes for a Flawless Customer Experience

CSM Magazine

So you’ve worked out the kinks in your services and product offerings, but what about your customer service? Good customer service is an absolute must for any business hoping to do well in today’s hyper-competitive market.

2023 52
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2023 Trends in CX, Fintech & AI: Go bold or get left behind

Beyond the Arc

2022 started off like a typical rom-com; after a couple of life-changing adventures, we thought we were finally headed toward our happily-ever-after. But wait—as we begin the first chapter of 2023, there’s a looming plot twist. What customer experience (CX) challenges can we expect to see in 2023?Spotting

2023 84
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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

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Top 10 Drift Competitors & Alternatives For 2023

SurveySparrow

Do you want a tool that smartly uses your brand’s content to show a visitor only what’s relevant, with the end goal of converting it into a customer? In that case, you’re looking for a conversational marketing tool that can manage and elevate the visitor’s experience and bring sales.

2023 52
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Customer Service: 5 Ways of Using Social Media for Customer Support

Helpware

Social media is a powerful tool that has become integrated into consumers’ daily lives. Nearly 59 percent of the global population uses social media platforms, with the average user spending roughly two hours of their day browsing through their social media accounts.

2023 65
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Supporting Financial Wellness in the New Year and Beyond

SaleMove

Financial institutions have a prime opportunity to increase the financial literacy of their communities and boost financial wellness. Here are three ways. The post Supporting Financial Wellness in the New Year and Beyond appeared first on Glia Blog | Digital Customer Service Explained.

2023 75
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How to calculate Net Promoter Score (NPS)?

Feedbackly

What is NPS? The Net Promoter Score (NPS) is a metric used to identify the loyalty of customers to a business/brand. The NPS score is calculated using the responses of the NPS survey, which asks the simple question, “how likely are you to recommend this product/brand to someone you know?”

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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.