InMoment XI

NOVEMBER 30, 2023

In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. These tools are essential for understanding how your customers are talking about your brand.

Brands 378

Brands Management Multi-Channel Social Media 378

CSM Magazine

MAY 8, 2024

As the digital marketplace keeps growing, standout customer service is what really helps businesses keep and attract more customers. Some stores have set the bar high, not only meeting but exceeding customer expectations, and their efforts have not gone unnoticed. Apple hits the mark with happy customers in survey after survey.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Magazine Retail 52

SurveySensum

JANUARY 11, 2024

Have you ever wondered why some businesses just seem to ‘get it right’ when it comes to customer satisfaction ? It’s like they have a secret recipe for making customers happy. It’s all about employee productivity. Why Employee Productivity Matters? Your customers. Well, guess what?

Demo 52

Demo E-support Culture Feedback 52

CloudCherry

MARCH 8, 2019

To prove a point, this year on International Women’s Day, we want to acknowledge ‘the top 5 women CXOs’ who have inspired the world with their Customer Experience skills. She is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. Annette Franz.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

ShepHyken

OCTOBER 12, 2021

Beyond Happiness. How Authentic Leaders Lead with Happiness and Humanity. Shep Hyken interviews Jenn Lim, CEO of Delivering Happiness and the author of Beyond Happiness: How Authentic Leaders Prioritize Purpose and People for Growth and Impact. happiness and?humanity—that?generate?more ” About: Jenn Lim?is

Culture 75

Culture Customer Service Engagement Customers 75

NICE inContact

MAY 2, 2021

There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. Employees are the driving factor behind customer satisfaction.

Customer Centricity 62

Customer Centricity Culture Customer Satisfaction Interaction 62

ShepHyken

APRIL 14, 2023

She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. Customer contact agents hold one of the most important keys to the success of any business in the palms of their hands – customer satisfaction.

Contact Center 64

Contact Center 2023 Customer Satisfaction Article 64

Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Happy or Not

OCTOBER 19, 2021

Customer Experience (CX) Day took place this year on October 5th and provided a platform for my latest Forbes article, in which I look at the ways in which CX impacts the success of a business. . Knowing what makes your customers satisfied and what does not is crucial to winning them over, and keeping them loyal over the years.

Customer Experience 85

Customer Experience Omnichannel Article Customer Satisfaction 85

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.

Blog 154

Blog Customer Experience 2021 Article 154

Bill Quiseng

MARCH 15, 2022

In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. Satisfied customers feel service is good, not better, just average. And satisfied customers will leave when they find something better or less expensive. Nobody raves about average. has the answer.

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

GetFeedback

JANUARY 29, 2019

Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease. Customer feedback is like motor oil. Plus, your customers feel valued because their voices are being heard. They say that motor oil is lifeblood for a car.

Net Promoter Score 150

Net Promoter Score Roadmap Feedback Travel 150

customer sure

JANUARY 10, 2024

These are the most common pitfalls we’ve witnessed from organisations when they’re evaluating and improving customer experience. Neglecting Customer Feedback One of the most common mistakes businesses make is disregarding customer feedback. Businesses often overlook the qualitative aspects of customer experience.

Customer Experience 62

Customer Experience Net Promoter Score Social Media Omnichannel 62

CSM Magazine

DECEMBER 23, 2023

Increased Employee Engagement Perhaps the most talked about benefit gleaned from comprehensive workplace wellness programs is an increase in measurable employee engagement. To learn more about the reasons behind these developments, here’s why workplace well-being is good for business.

Measurement 52

Measurement 2022 Engagement Culture 52

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. Picture this: A disengaged employee, trudging through their workday, overwhelmed with stress, and struggling to maintain focus.

Customer Service 52

Customer Service Net Promoter Score Culture Customer Satisfaction 52

CSM Magazine

JANUARY 31, 2022

Today’s customer has countless options when making a purchase. This means prioritizing customer experience is one of the most effective ways to stand out in the crowd. As a business owner and employer, it is essential to understand that the quality of your customer care can only be as good as your team and how happy they feel.

Customer Service 52

Customer Service Loyalty Leadership Customers 52

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

2013 74

2013 Customer Journey Definition Magazine 74

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Healthcare 52

Healthcare Airlines 2022 Transportation 52

Calabrio

JUNE 21, 2021

So, I am ecstatic to say that something that has not changed is Calabrio’s dedication to creating an employee-centric workplace. The award recognizes the most progressive companies in Minnesota based on employee opinions measuring engagement, organizational health and satisfaction. .

2021 98

2021 Workshop Culture Presentation 98

Experience Investigators by 360Connext

JUNE 23, 2020

What Does Employee and Customer Empathy Really Mean, Anyway? How about customer empathy? 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.

Culture 214

Culture Customers Feedback Workshop 214

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. Our survey database has well over one million completed B2B customer surveys from customers in material handling, construction equipment, bus and truck, and various other industrial markets.

Communication 98

Communication NPS Net Promoter Score 2008 98

CX Accelerator

DECEMBER 31, 2018

Naturally, an exceptional culture is the hardest thing to build, and equally as difficult to maintain. Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Culture 244

Culture 2019 Contact Center Leadership 244

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

CSM Magazine

AUGUST 7, 2020

When it comes to improving employee satisfaction, most managers and companies will go out of their way to improve this crucial aspect of their business. Here, we will discuss some ways to improve your employee satisfaction at the office and find the best ways to retain the talent you’ve acquired and build their loyalty for your business.

Rewards Programs 59

Rewards Programs Seminar Workshop Culture 59

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. It’s important to keep in mind that every emerging customer experience challenge we are trying to solve in the post-pandemic digital world reflects a similar employee experience challenge.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

SurveySensum

NOVEMBER 15, 2023

You’re making waves in the industry, but here’s the scoop – you recently lost three of your high-value customers. But is there a way where you can gather feedback from users in a structured way and not only when you lose customers? They conduct regular customer surveys to gather feedback on their products and services.

Feedback 52

Feedback Brands User Experience Customer Satisfaction 52

delighted

FEBRUARY 26, 2024

Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. The accumulation of all customer ratings equals the final NPS score, ranging from -100 to 100.

NPS 97

NPS Net Promoter Score Reference Feedback 97

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. They’re in-line with company values and can certainly enhance employee satisfaction but perks don’t work in isolation. Where Do You Begin?

Culture 59

Culture Contact Center Leadership Engagement 59

Win the Customer

NOVEMBER 25, 2019

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. . Here’s why.

Connections 111

Connections Customer Care 2020 Customers 111

Beyond Philosophy

AUGUST 8, 2016

If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? With all this demand (and who can argue that customers can be demanding?), it is easy to forget the importance of creating an excellent Customer Experience.

Hotels 105

Hotels Demo Entertainment Consulting 105

SurveySparrow

FEBRUARY 2, 2021

The culture in an office could mean so many things, starting from how an employee who is going through a tough family issue is treated to how an intern is respected. All of this boils down to being appreciated for each employee’s value to the table. Why is Employee Appreciation Day Important? Stat of the day! Plan a trip.

Culture 98

Culture Wireless Entertainment Fashion 98

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What does this mean exactly?

Engagement 59

Engagement Customer Experience Culture Government 59

ShepHyken

AUGUST 27, 2018

Each week I read a number of customer service and customer experience articles from various resources. Medium) Customer service is still king. What caught my eye was this powerful statement: No amount of money, advertising, or vast product portfolio will make up for subpar customer experiences. Tiffany is right!

2018 59

2018 Article Customer Service 2020 59

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. How can you give your customer a voice within your business?

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Beyond Philosophy

FEBRUARY 10, 2016

#Hateselling announces there is a problem with your Customer Experience. Of the many ways a Customer feels when they interact with your organization that drive value for your bottom line, do you think “feeling hated” is one of them? He writes, “ You have to wonder about an industry that seems intent on making customers miserable.”.

Travel 104

Travel Books Hotels Culture 104

Magellan Solutions

FEBRUARY 4, 2024

This shifts the focus from mere call volume to generating leads that have a genuine potential to convert into customers. Between your brand and customers, there are the employees. Appointment Setting Services Meaning Organizing meetings with potential customers is referred to as appointment setup.

Call Center 52

Call Center Measurement Sales Insurance 52

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue. Here are the key takeaways from the webinar.

Customer Centricity 83

Customer Centricity Telecommunications Webinar Feedback 83