InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

FEBRUARY 12, 2024

Learning how to respond to Google reviews should be part of every company’s brand reputation management strategy. These reviews, which appear on Google Maps and Google Search as well as on your company’s Google Business Profile, give people a way to share their experiences not only with businesses but with fellow consumers, too.

Feedback 260

Feedback Brands Management Consumers 260

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. The Common Method of Customer Experience Training.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

BirdEye

NOVEMBER 21, 2023

Amidst these challenges, the last thing you want to waste your time on is unrealistic and time-consuming digital marketing strategies that give you no results. 5 SEO tips for interior designers to enhance online visibility How to leverage social media for interior design marketing?

Marketing 110

Marketing Social Media Advertising Workshop 110

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. your CX foundations. What Is Customer Experience? But it’s worth the effort!

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? When you express gratitude towards your customers, it triggers a positive psychological response.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Magellan Solutions

MAY 6, 2024

As a business owner, you’re always looking for ways to streamline your operations and get more done with fewer resources. You’re probably curious about the different types of outsourcing that can benefit your company. Did you know that 24% of small businesses outsource to improve efficiency ?

2011 78

2011 Telecommunications 2012 Return on Investment 78

Retently

JULY 28, 2023

How do you approach customer happiness in your company? But taking customer experience lightly can be dangerous too. Some studies suggest that poor customer service costs businesses up to $62 million per year. Others are less “optimistic,” saying that companies stand to lose up to $1.6

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

BirdEye

NOVEMBER 27, 2023

It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. It means you must try your best to make customers happy, especially when things get tricky. It’s a strategic move that affects your bottom line.

Social Media 109

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 109

GetFeedback

NOVEMBER 20, 2018

Want to really step up your email survey game? This is exactly why a strong survey email subject line is so important—without a compelling reason to open your email, your survey runs the risk of getting lost in your customers’ inboxes forever. Personalize your email subject line. Use this free guide.

2015 246

2015 Culture Advertising Feedback 246

Playvox

JANUARY 30, 2024

Highly engaged teams outperform the rest in business outcomes critical to your organization’s success. Gamification is a strategy that drives motivation and engagement and creates a culture where employees continuously work to achieve the organization’s business objectives and, in turn, get rewarded and recognized. Why Gamification?

Contact Center 79

Contact Center Feedback Culture Engagement 79

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. This article discusses 7 proven methods for establishing a trustworthy brand for your startup.

Brands 52

Brands Social Media Feedback Loyalty 52

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. It’s not just about skills; it’s understanding the company and sharing its values. Let’s get started!

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Demo 52

Customer Bliss

MAY 17, 2019

I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare , a B2B company that manages document productivity and security software for legal firms. Create a Customer-Focused Culture .

Customer Success 131

Customer Success Customer Voice Culture Document 131

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Share the best stuff!

Customer Focused 208

Customer Focused Customer Centricity Call Center Workshop 208

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

BlueOcean

AUGUST 7, 2018

You’re in good company. You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. Even if your RFP process is driven by the procurement team, stakeholder involvement is essential. Keep reading.

Contact Center 189

Contact Center Culture Fashion Consulting 189

BirdEye

NOVEMBER 8, 2023

If you want to gain more customers, you need to improve the quality of reviews you have across platforms. This is where businesses are appraised, critiqued, and advocated for by customers. No new reviews on your new eCommerce site? Potential customers can make informed decisions by reading real-life experiences and insights.

Travel 58

Travel Hotels Social Media Healthcare 58

CSM Magazine

OCTOBER 24, 2023

Calabrio , the workforce performance company, has announced the winners of its annual ONE Awards. Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Connections 52

Connections Contact Center 2023 Innovation 52

Experience Investigators by 360Connext

OCTOBER 16, 2014

Considering how process-focused experience planning can be, it’s not terribly surprising to realize how diversity is often overlooked as a key ingredient in successful customer experience strategies. Pretending your customers are one dimensional only amplifies the fact they’re not. Review your imagery.

Culture 259

Culture Social Media Consulting Communication 259

One Millimeter Mindset

SEPTEMBER 17, 2018

Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. That means we assume customer service is someone else’s responsibility. Even leading.

Customer Service 202

Customer Service Customer Experience B2C Workshop 202

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. So, you launched a product feedback survey to identify pain points and improve your product. They conduct regular customer surveys to gather feedback on their products and services. Ouch, right?

Feedback 52

Feedback Brands User Experience Customer Satisfaction 52

SurveySensum

DECEMBER 4, 2023

Have you ever felt lost in a heap of survey responses, wondering how to make them work for your business? Collecting customer feedback is one thing, but understanding how to use it can take time and effort. But you don’t want this to happen to your business, right? Well, you are not alone! The result?

Feedback 52

Feedback Social Media Net Promoter Score Culture 52

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. Do You Live Your Values? Tactic 1: Be Authentically Engaged.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Magellan Solutions

JUNE 19, 2023

Outsourcing enables companies to focus on the crucial aspects of their business. With the rise of AI, have you ever wondered how AI is transforming outsourcing? Today, we will explore how AI is revolutionizing outsourcing. We will look at how AI is transforming outsourcing.

Healthcare 105

Healthcare Call Center Innovation Communication 105

Experience Investigators by 360Connext

JANUARY 7, 2020

I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.”

Net Promoter Score 173

Net Promoter Score 2020 NPS Metrics 173

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

Customers every day are expressing how they feel – publicly – about these emotions. And yet, there are simple ways to reward customers. Check out these simple ways to increase customer loyalty. Surprise with random, small rewards for loyal customers! I’ve been a loyal customer for over 10 years!

Loyalty 272

Loyalty Banking Social Media Consulting 272

Customer Bliss

NOVEMBER 3, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. In this “My Rock, My Story,” Tish Whitcraft shares how her experience as the CCO of OpenX demonstrates one of my 5 leadership competencies – #5: one-company accountability, leadership, and culture. Simple, right?

Chief Customer Officer 118

Chief Customer Officer Leadership Advertising Culture 118

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. Your team has the capacity to adapt seamlessly and to meet any new challenge in real-time. So how does one develop a team culture such as this?

Culture 140

Culture Contact Center Events Hospitality 140

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. How can this be fixed?

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

ChurnZero

SEPTEMBER 28, 2022

In the business landscape today, Customer Success is a bit of an outlier. One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof. The truth is that Customer Success training is far from standardized, and it doesn’t always happen.

Customer Success 94

Customer Success 2026 Definition 2022 94

SurveySparrow

FEBRUARY 13, 2023

Are you looking for ideas to show people that your company is, in fact, a phenomenal place to work? Whether it’s through stories, videos or podcasts – there are so many opportunities for showing off your team’s accomplishments! Employee spotlights are a type of content that’s similar to customer testimonials.

Culture 52

Culture Social Media Blog Insights 52

BirdEye

JULY 10, 2023

Customers and brand ambassadors aren’t the only prospects out there who can support your business. Brand collaborations help you get some much-needed leads, increase revenue, and significantly elevate your brand. How do you find the right brand collaboration? Table of contents Why do brand collaborations work?

Brands 52

Brands Fashion Social Media Retail 52

BirdEye

OCTOBER 26, 2023

Your Google Business Profile plays a pivotal role in whether a potential customer selects your business or a competitor’s. Having an updated profile with timely and relevant photos exemplifies the impact of your business listing in the digital world. So, adding photos can directly boost your local SEO efforts.

Demo 58

Demo Brands Healthcare Connections 58

BirdEye

MAY 15, 2023

Do you want to create an engaging and memorable customer experience? A well-crafted brand strategy can help your business stand out from the competition, allowing it to reach its full potential. Put simply, a brand strategy is a plan to help position your business in the marketplace. Are you looking to build a successful brand?

Brands 98

Brands Social Media Communication Consumers 98