InMoment XI

DECEMBER 19, 2022

Meaningful Experiences Start With Meaningful Data. Customers are often put off by long survey forms with irrelevant questions, which hinders their overall experience and can contribute to: Declining Response Rates: Respondents fail to complete the survey and others may refuse to participate based on previous unpleasant experiences.

Touchpoint 493

Touchpoint Feedback Workshop Customer Journey 493

InMoment XI

JUNE 28, 2022

Financial services brands know that customers take their money seriously, so many of them leverage employee and customer experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. Use Case #1: Empowering Employees.

Financial 295

Financial Brands Customer Experience Reference 295

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . Building employee buy-in comes from rallying around the employees.

Feedback 492

Feedback Culture Customers Customer Experience 492

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. You heard me right: not one department owns the customer experience—it’s every department!

Airlines 493

Airlines Government ROI Webinar 493

InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) And, unfortunately, customer experience programs may fall on the chopping block. 3 Keys to Prove the ROI of Customer Experience.

ROI 557

ROI Customer Experience Webinar Financial 557

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

FEBRUARY 28, 2023

In this episode of the XI Café Podcast, we’re talking to State Revenue Office Victoria (SRO) Customer Experience Manager, Desmond Strydom. Desmond has over a decade of experience in this field, and in his current role, he has spearheaded and launched the VoC program at SRO.

Leadership 260

Leadership Innovation Customer Experience Management Technology 260

InMoment XI

MAY 10, 2022

Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences , all while upholding the brand’s values. We have five strategies you can deploy to get your employees to uphold your brand’s values with pride!

Leadership 260

Leadership Culture Brands Interaction 260

InMoment XI

DECEMBER 1, 2022

Curious to know a little more about us and our differentiated Experience Improvement (XI)? But when it comes to your business, there are simply some moments that matter more, to your customer, employees, and beyond. What Is Experience Improvement (XI)? Despite increased investment, experience management programs have plateaued.

Automotive 493

Automotive Return on Investment ROI Reference 493

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. That’s where customer experience leaders can lean in and really lead in this new year. It’s time to wrap up another year. But some things won’t change.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. Customer experience is more than one area, product, service or person.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

InMoment XI

JULY 4, 2022

And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. The key to facing these challenges is to build an ROI-focused customer experience from the ground up (and not as an afterthought). and compiled them into a report.

ROI 493

ROI Return on Investment Social Media Measurement 493

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep.

Leadership 158

Leadership Engagement Financial Loyalty 158

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. Do you have a “process” for consistently creating exceptional service experiences?

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Experience Investigators by 360Connext

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Eventually, the organization gets to a point where they are applying CX best practices and doing what needs to be done for actual Customer Experience Management. All good so far, right?

Social Media 361

Social Media Customer Journey Feedback Contact Center 361

Experience Investigators by 360Connext

JUNE 23, 2020

What Does Employee and Customer Empathy Really Mean, Anyway? Employee empathy? We know that the best brands in the world create empathy for both employees and customers. Think about your best experiences as a customer. Think about your best experiences as a customer. Create active listening reinforcement.

Culture 214

Culture Customers Feedback Workshop 214

Bill Quiseng

JANUARY 10, 2022

Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below. Even if bosses could hear, they would wear noise-canceling headphones, oblivious to the employees’ concerns and customer complaints.

Leadership 167

Leadership Culture Loyalty Engagement 167

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. As employees gain experience and move up in the organization, they often get farther away from customers. And who can blame you? Can’t make it to the actual center?

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Do you want to improve overall customer experience?

Contact Center 88

Contact Center Measurement 2022 Culture 88

Feedbackly

MARCH 28, 2024

In the EU-funded EU Music 360 study, the effects of music on customer and employee experience in the retail sector in Finland are being investigated. At the heart of it all is the experience of both customers and staff with music in the retail environment. “We’re excited to be part of this research. .

Feedback 105

Feedback 2024 Retail Employee Experience 105

ShepHyken

DECEMBER 18, 2023

Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. ” “Listening to feedback is magic.

Net Promoter Score 91

Net Promoter Score Customer Centricity Culture Employee Experience 91

CSM Magazine

MAY 8, 2024

Better experiences lead to happier clients which naturally sets any company on a winning streak. Here’s a comprehensive list of the 20 personality traits that define the perfect customer service employee: 1. Empathy allows employees to connect with customers on a personal level.

Customer Service 52

Customer Service Magazine Customers Customer Satisfaction 52

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. Customer service coaching is a personalized approach to the individual mentoring needs of each employee. What is Customer Service Coaching?

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. Even the most well-managed companies will have things go wrong. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process. This situation happens everywhere.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

CSM Magazine

APRIL 29, 2024

I estimate that, in the United States, 80 percent of employees lie when there’s a problem instead of confessing to it and solving it. Act quickly Listen to what the customer has to say while describing the problem. When you are empowered to do so, you won’t have to send the problem up the line to a manager.

Airlines 104

Airlines Hotels Customers Management 104

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. To see specifics, refer to the graphic below.)

Connections 88

Connections Loyalty Brands 2005 88

delighted

MAY 1, 2024

Asking new hires about their onboarding experience can reveal powerful insights that help set employees up for success from the moment they start with your company and beyond. Onboarding surveys help you understand those expectations so that you can meet them – and keep employees happy and engaged. What is an onboarding survey?

Employee Experience 66

Employee Experience Feedback Insights Engagement 66

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ?

Employee Experience 52

Employee Experience Demo Reference Feedback 52

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. That’s where customer experience platforms come in. The pressure is rising for businesses to step up their CX game.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Playvox

FEBRUARY 20, 2024

However, managing remote teams effectively comes with its own set of challenges. Hybrid work, which has also dramatically risen in popularity post-pandemic, is when companies offer employees a mix of both on-site and remote work options. First, let’s define remote work.

Management 88

Management Contact Center Communication Feedback 88

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. I often say, “None of us are as clever as all of us.”

Customer Experience 143

Customer Experience Workshop Consulting Financial 143

Ann Michaels and Associates

OCTOBER 2, 2023

An employee’s body language can have a significant impact on customer service. How Employees’ Body Language Can Impact Customer Service First Impressions : When a customer interacts with an employee, the initial impression is often formed based on body language.

Customer Service 52

Customer Service Culture Customers Communication 52

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Employee Experience Demo 52

ShepHyken

JANUARY 15, 2024

Instead of holding others accountable with blaming questions, invite accountability by asking employees questions to reveal the choices that were made and their consequences. An accountability mindset in customer service empowers employees to actively choose behaviors that improve customer experience and ensure success.

Sports 81

Sports Culture Download Leadership 81

ShepHyken

AUGUST 1, 2023

One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers.

Hotels 117

Hotels Travel Workshop Reference 117

Beyond Philosophy

MARCH 15, 2024

Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. When it comes to customer experience , even the best-managed companies encounter challenges. When it does happen, will you be able to navigate it to an acceptable outcome?

Presentation 88

Presentation Customer Relationships Customers Communication 88