InMoment XI

AUGUST 30, 2022

It’s every company’s dream to have loyal, lifelong customers. In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services. To put it simply, you need to understand their entire customer experience, from beginning to end.

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score White Paper Effort Score 493

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

Customer Experience 143

Customer Experience Social Media Customer Journey Interaction 143

TechSee

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). However, as with any technology, the integration of AI into customer support processes raises important questions about safeguarding CX. Why Use AI for CX? What Are the Risks?

Document 136

Document Contact Center Interaction Technology 136

Magellan Solutions

APRIL 3, 2024

Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support. If you can’t meet their needs, they will go elsewhere. With BPO chat support, your customers can receive instant assistance through a user-friendly chat interface 24/7 at an affordable cost.

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

CSM Magazine

APRIL 24, 2024

Sabio Group , the digital experience transformation services specialist, has launched a new e-book aimed at guiding organisations in the optimisation of their contact centre workforce. Jim Fleming, WFM Specialist Architect at Sabio Group, said: “WFM solutions have been essential in enhancing the efficiency of customer operations for decades.

Books 52

Books Download Customer Satisfaction Customer Expectations 52

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Keeping an existing one.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. With the advent of digital technology and social media, customer expectations are higher than ever. Businesses must navigate these waters carefully to build a loyal customer base.

Social Media 52

Social Media Multi-Channel Touchpoint Customer Centricity 52

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.

Customer Experience 174

Customer Experience Touchpoint Communication Customer Service Training 174

Team Support

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Omnichannel 105

Omnichannel Social Media Customer Satisfaction Customer Centricity 105

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. What’s NPS All About?

NPS 78

NPS Net Promoter Score Feedback User Experience 78

BirdEye

DECEMBER 8, 2023

That’s why mastering professional follow-up emails is so vital for succeeding in the modern business landscape. In this article, we’ll explain what makes a stellar follow-up email and provide 16 follow-up email examples and templates to boost engagement and drive sales. Table of contents What is a follow-up email?

Demo 109

Demo Events Communication Feedback 109

BirdEye

DECEMBER 8, 2023

In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge. If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further. Quality of products/services: Are the products and services you offer up to snuff?

Management 113

Management Social Media Brands Consulting 113

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Reducing friction : Friction happens when customers face obstacles resolving issues.

Customer Service 52

Customer Service Omnichannel Social Media Customer Satisfaction 52

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

2024 79

2024 Article Customer Service Government 79

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

CSM Magazine

APRIL 17, 2024

In today’s fast-paced, customer-centric business landscape, the traditional approach of reactive customer service—to wait for customers to reach out with issues—no longer reigns supreme. It demonstrates a level of care and innovation that positions your brand as a leader in customer experience.

Customer Service 52

Customer Service Return on Investment Social Media Customer Service Representative 52

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

Team Support

APRIL 11, 2024

Manufacturing supports the global economy by ensuring quality processes lead to the timely delivery of goods and services. When production and logistics are responsible for meeting high standards, high-quality customer support is vital. Delivering an exceptional customer support experience is essential for business success.

Multi-Channel 40

Multi-Channel Social Media Customer Satisfaction Demo 40

Magellan Solutions

SEPTEMBER 6, 2023

Written by: Janselle Miguel Artificial Intelligence (AI) is more than just a buzzword in today’s digital age. Instead, it’s a powerhouse tool transforming the service provision game. Another 27% are gearing up to do so within the next two years. revenue surge via customer engagement. Why the AI frenzy?

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

CSM Magazine

APRIL 5, 2024

In today’s dynamic digital environment where both quality and agility are critical, it is crucial to strike a balance between the two. Delivering high-quality products and services has become paramount for businesses to stay competitive.

Customer Satisfaction 52

Customer Satisfaction User Experience Innovation Marketing 52

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. These elements, and others, are still significant today, of course. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty.

Retail 94

Retail Net Promoter Score Customer Experience Loyalty Programs 94

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Magellan Solutions

MAY 6, 2024

Whether you want someone else to handle customer service, improve your technology systems, or get expert help, there’s a perfect outsourcing option. By the end of this article, you will have the information you need to make intelligent choices and discover new opportunities for your business. Don’t worry!

2011 78

2011 Telecommunications 2012 Return on Investment 78

Kustomer

JUNE 6, 2023

Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

CSM Magazine

MAY 8, 2024

Today, especially with the risks posed by scammers and fraudsters on the web, crafting a robust customer service charter with legal security can be quite intricate. Your Customer Service Charter Strategies 1. Alignment with Legal Requirements What about your customer service policies and practices?

Customer Service 52

Customer Service Document Seminar Customer Satisfaction 52

Cyara

FEBRUARY 13, 2024

Today, we’re thrilled to announce a new, industry-first solution to this challenging situation for contact centers with outbound call line identification (CLIs) serving your customers around the world. This allows you to understand how your CLI and caller name ID (CNAM) are presented on mobile networks your customers are using.

Contact Center 76

Contact Center Insurance Healthcare Travel 76

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Active Listening: Start with attentive listening.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past.

Customer Retention 52

Customer Retention Rewards Programs Financial Loyalty 52

SurveySensum

MAY 16, 2024

In this competitive era, where consumer preferences are constantly evolving, businesses need more than their instinct to go forward. They actually need to understand their target audience – their demands and needs. So, let’s understand a few reasons – in detail – why you need to do your market research.

Marketing 52

Marketing Insights Demo Competitive Advantage 52

ShepHyken

JANUARY 2, 2024

Top Takeaways: Customers are smarter than ever before. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience. Employee experience is as important as customer experience. Don’t deflect blame.

2024 85

2024 Customer Experience Competitive Advantage B2C 85

Lithium

APRIL 2, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Some blog areas are limited to Khoros customers only. Here’s the Atlas content you do not want to miss! Release Notes : The Khoros Care Release for version 24.04.1

2024 52

2024 Webinar Roadmap Events 52

Kustomer

MARCH 19, 2024

Increase CSAT by up to 17% and enhance agent efficiency by up to 65%. In today’s highly competitive marketplace, engaging customers and creating meaningful interactions is crucial for business success. Summary : KIQ Agent Assist is now Generally Available. An AI-powered agent copilot built on top of our CRM. Not anymore.

Metrics 69

Metrics Webinar Interaction Loyalty 69

Magellan Solutions

APRIL 17, 2024

With this, there’s a pressing need to streamline and automate data entry processes that consume valuable selling time; this is where automating CRM data entry services comes in. Keep reading to learn more about automating CRM data entry services and boosting sales. This can lead to missed opportunities and lost sales.

Sales 52

Sales Customer Relationships Social Media Call Center 52

West Monroe

APRIL 9, 2024

Credit unions are uniquely positioned in today’s marketplace. With higher interest rates continuing to add value—partially thanks to the tax-exempt status of credit unions—some reckoning is needed as credit union members begin to begrudge the lackluster digital experience available with traditional banks.

2024 52

2024 Banking Financial Consumers 52