InMoment XI

MAY 17, 2022

At the very least, no matter what department you operate out of, you’ve seen the unprecedented level of churn the job market is experiencing right now. With that idea in mind, it’s vital for brands to find ways to let even those non-customer-facing teams know how their work contributes to Experience Improvement (XI) among customers.

2022 492

2022 Culture Connections Brands 492

CX Accelerator

NOVEMBER 7, 2023

So when I finish the sentence “ A company might not be customer-centric if they…” here are a couple that immediately come to mind based on my recent airline experience: Have employees who are willing to leave a paying customer up a creek with no paddle. Nearing full-on panic, I was relieved to see that they had charged my credit card.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 260

Retail Customer Experience Social Media NPS 260

InMoment XI

DECEMBER 3, 2021

No matter where your brand is on its Inclusion journey, some amount of mistakes and missteps are, unfortunately, to be expected. Check out “Designing Experiences with Inclusivity and Accessibility in Mind. Mistakes Will Be Made. This will compel customers to forgive your mistakes and result in positive messaging for your brand.

White Paper 493

White Paper Brands Social Media Travel 493

InMoment XI

NOVEMBER 2, 2022

Our understanding of what customers truly seek in experiences has broadened as well, and so the job of a CX designer (and the role of CX strategy in general) became more about understanding customers’ minds, not just getting their feedback. But how do those organizations design CX programs? But how do those organizations design CX programs?

Touchpoint 324

Touchpoint Customer Experience Design Reference Brands 324

InMoment XI

MARCH 7, 2023

Which insights/data points matter the most? Why do they matter the most? With that in mind, the team pushed beyond open rates and click through rates, and set key metrics for customer intelligence. Here are some of the questions and answers we covered: Q: What is the structure of the membership experience team at NZAA?

Engagement 260

Engagement Customer Journey Mapping Customer Centricity Metrics 260

InMoment XI

JULY 4, 2022

C-Suite Buy-In Design with the End in Mind Holistic View Don’t Stop. #1: You also need to be able to prove the value of what you are doing in regards to your customer experience program in the terms that matter most to the c-suite. 2: Design with the End in Mind. 2022 is being branded as “ The Year of the Squeeze.

ROI 493

ROI Return on Investment Social Media Measurement 493

ShepHyken

FEBRUARY 20, 2024

Yes, this is subjective, and it’s the customer’s opinion that matters, but keeping in mind that you’re creating value in the time your customer spends with you will help you focus on delivering your best customer experience. Maybe it happened two days ago, and they just now have the time to contact you or the company.

Metrics 154

Metrics Customer Service Workshop Measurement 154

InMoment XI

OCTOBER 24, 2022

Read on to learn about survey methodology and why that matters. It’s important to understand why survey methods matter first. Most companies put out surveys of some kind for customers and employees at different points. But there’s more to a survey than just a series of questions. But what is a survey method? Think about it this way.

Information 493

Information Consumers Customers Customer Experience 493

ShepHyken

DECEMBER 25, 2023

Top Takeaways: The customer’s perception matters most. This enables them to have the customer in mind when designing and improving digital experiences. Never assume you know what your customer wants without looking at data. Once you find success, it doesn’t mean you should stop.

Feedback 91

Feedback Customers Books Interaction 91

Totango

JANUARY 3, 2024

With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio , engage with customers when and where it matters, monitor and improve the metrics that matter , and scale CS faster with the power of people + AI.

2024 113

2024 2023 Customer Success Innovation 113

ShepHyken

APRIL 27, 2021

Anyone can be a leader no matter their gender, race, religious belief, sexual orientation, or gender identity. Keep diversity and inclusion in mind when dealing with employees as well as customers. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more: Why do diversity and inclusion matter?

Customer Experience 154

Customer Experience Feedback Sales Customer Service 154

Gainsight

MAY 15, 2024

We believe AI should: Eliminate Blindspots Remove Grunt Work to Make Room for What Matters Turn Every Teammate into the Best Version of Themselves Make Self-Service Not Suck Transform Novices into Gurus Help Customers Find Their Work Bestie What does that mean in practice? There’s one event we look forward to every year and it’s here!

2024 52

2024 Events Customer Journey Technology 52

Bill Quiseng

DECEMBER 13, 2021

When a customer encounters great customer service, they trust that your company will treat them right no matter what issue pops up. You should always strategize with your long-term goals in mind and a mission statement helps keep you focused. Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

Customer Bliss

MARCH 18, 2020

It means providing peace of mind by eliminating fear and worry for people. People want to know that their lives matter. They matter. In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives.

Financial 215

Financial Healthcare E-support Hospitality 215

Beyond Philosophy

JUNE 10, 2023

What matters is the brand’s presence in customers’ minds, memories, thoughts, and emotions. ” 19:13 We talk about the importance of storytelling and why it matters in branding. ” 19:13 We talk about the importance of storytelling and why it matters in branding. Creating an attachment is crucial.

Brands 78

Brands Banking Connections Loyalty 78

ShepHyken

SEPTEMBER 2, 2020

In her mind, using the word “customer” puts distance between customers and the company. The goal is to have a more positive impact on everyone’s minds.”. The post Does It Matter How You Refer to Your Customers? What do you call your customers? Do you call them “customers”? I like the way you think, Antonia!

Reference 157

Reference Hotels Connections Customer Service Training 157

Feedbackly

SEPTEMBER 22, 2023

Then, metrics like conversion rate, cart abandonment rate, and customer lifetime value (CLV) matter. Regardless of the nature of your business, EVI® is a great metric to measure your customer’s state of mind and pain points throughout a customer journey. CX KPIs quantify the success of your Customer Experience (CX) efforts.

Net Promoter Score 98

Net Promoter Score NPS Measurement Metrics 98

Customer Enthusiast

SEPTEMBER 29, 2022

When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your industry and job function. If you work in a hotel, you may be thinking about KPIs such as occupancy, average daily rate, and revenue per available room.

Hotels 57

Hotels Metrics Retail Sales 57

Beyond Philosophy

JUNE 15, 2023

What matters is the brand in your customers’ minds, memories, thoughts, and emotions. For me, a brand is a construct in my mind, not the products and their features. It’s not that the features don’t matter. Brands have a type of corporate structure with trademarks and copyrights.

Brands 145

Brands Banking Insurance Connections 145

Bill Quiseng

JUNE 6, 2023

Ask any grandparent, would you mind leaving your grandchild with that employee, the one over there with the long hair, tattoos and body piercings. “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters. They are told not to run.

B2C 88

B2C Loyalty Customers B2B 88

BirdEye

OCTOBER 31, 2023

Why your business name matters Far more than just a label, your business name is a cornerstone of your brand identity. Comprehensive vetting provides peace of mind that your name will pass registrations. When you hear “Apple,” you probably think of innovation, sleek design, and cutting-edge technology.

Social Media 109

Social Media Brands Reference Consulting 109

Zeisler Consulting

DECEMBER 13, 2023

For that matter, I kind of went on a speaking circuit with my snarky little message. A while back, I wrote an article that kind of cheekily suggested that we simply stop doing VoC. So save yourself the resources if you’re not going to improve anything as a result, and just keep your head buried in the sand. Have you never been there?

Contact Center 72

Contact Center Insights Feedback Customer Insights 72

ShepHyken

AUGUST 24, 2022

With that in mind, here’s a short list that includes three must dos if you want to build trust with your customers – and they are within the grasp of any and every person or company: . If what the customer buys doesn’t work or do what it’s supposed to do, it doesn’t matter how nice or friendly the service is.

2022 133

2022 Customer Service Training Customers Customer Service 133

ShepHyken

JANUARY 2, 2024

Top Takeaways: The customer’s perception matters most. This enables them to have the customer in mind when designing and improving digital experiences. Never assume you know what your customer wants without looking at data. Once you find success, it doesn’t mean you should stop.

Feedback 48

Feedback Books Customers Interaction 48

Optimove

APRIL 23, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: The 2024 Optimove Insights Report on Marketing Fatigue provides crucial insights for marketers. With rising unsubscribes due to message overload, balancing relevance and personalization is vital to avoid fatigue. Striving to aid rather than annoy customers.

2024 75

2024 Marketing Insights Download 75

BirdEye

JANUARY 17, 2024

Juggling multiple social media profiles across various locations is no small feat — it’s a make-or-break task for your brand’s online presence. And the wrong post at the wrong time can torpedo your brand’s reputation faster than you can say “delete!” Let’s dive in. Watch the Free Demo Now.

Social Media 107

Social Media Multi-Channel Demo Feedback 107

InteractionMetrics

DECEMBER 8, 2023

How to Get Customer Feedback: The ABCs No matter what method you choose for getting to the heart of the customer experience, some precepts are always true. The easiest way to get a weighting factor is to ask your customers to prioritize the aspects of the customer experience that matter most. What’s Customer Feedback?

Feedback 52

Feedback Net Promoter Score Customer Journey Customers 52

Win the Customer

OCTOBER 6, 2020

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. 5) Phrasing Matters. Follow these tips to perfect the customer service email, and boost your brand’s identity in the process.

Customer Service 173

Customer Service Brands Customer Retention Customers 173

ShepHyken

MAY 1, 2023

No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible. Be mindful of the environment that your employees are going to work in.

Culture 65

Culture Retail Customer Service Employee Experience 65

Cyara

DECEMBER 21, 2020

Customer experience is a key competitive differentiator, and keeping customers happy matters more than ever. But in the meantime, here’s a look back at a few companies who have managed to reclaim a bit more time for their teams, peace of mind for their organization, and happiness for everyone involved.

Customers 128

Customers Customer Experience Brands Management 128

Magellan Solutions

APRIL 3, 2024

You know what’s mind-blowing? A live chat feature on your website could earn you nearly 50% more cash every hour someone chats with your team. It also boosts the number of people buying your stuff by 40%. Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support.

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ ’ It’s a common goal, after all. They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources.

Social Media 157

Social Media Feedback User Experience Insights 157

ShepHyken

FEBRUARY 12, 2020

Here are six ways to make customers love you no matter what! This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind. Become customer-focused. Customers appreciate knowing and understanding when and why something changes. Manage problems and complaints. Avoid transactions.

Customer Focused 145

Customer Focused Customer Service Training B2B Customers 145

Team Support

MAY 3, 2023

As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. Rather than put additional strain on an already overworked agent to answer the same questions again and again, the company can use automation tools to ensure the customer's question is answered in a timely matter.

Customer Satisfaction 98

Customer Satisfaction Loyalty Customers Interaction 98

Gainsight

AUGUST 3, 2023

Gainsight is thrilled to announce Pulse Encore —an exclusive gathering of minds, ready to share, connect, and level up the world of Customer Success. No matter which location you choose, Pulse Encore will deliver an extra helping of everything you love about Pulse. Here’s why. Prepare for an experience that’s enriching and fun, too.

Customer Success 52

Customer Success Competitive Advantage Workshop Events 52

SurveySensum

JANUARY 3, 2024

That means it should be a unique design that viewers keep in mind for a long time. Why Does a Lasting Impression Matter for Businesses? This means that the design with customers in mind will resolve their pain points so that it becomes more relatable to them. That included grid systems, header styles, and design patterns.

Customer Centricity 52

Customer Centricity Social Media E Commerce Demo 52