InMoment XI

JANUARY 25, 2024

The resulting quadrants are labeled as: Leaders: Leaders execute well against their current vision and are well positioned for tomorrow. Completeness of Vision reflects the vendor’s innovation, whether the vendor drives or follows the market, and if the vendor’s view of how the market will develop matches Gartner’s perspective.

Reference 260

Reference Roadmap Innovation Technology 260

InMoment XI

JUNE 28, 2022

To get even more specific: Financial advisors were able to identify and save at-risk client relationships, pinpoint opportunities for growth and potential new business, and leverage both the survey process and their own results to market themselves to prospective clients.

Financial 295

Financial Brands Customer Experience Reference 295

InMoment XI

OCTOBER 4, 2023

Before we dive in, I feel that a quick definition of integrated CX—from our perspective—is a good place to start. The idea behind integrated CX is to improve customer experience by combining large amounts of data with technology and services to create more complete customer insights and, as a result, more focused and measurable actions.

Blog 558

Blog Customer Experience Net Promoter Score Financial 558

InMoment XI

JANUARY 3, 2024

It’s one of the easiest ways to sample quickly and get responses, but it can also result in voluntary response bias. In doing so, you’re allowing them to skew your data and you don’t get results that are representative of the whole population. The passionate responses can skew your results. What is Voluntary Response Bias?

E Commerce 324

E Commerce Social Media Retail Customer Satisfaction 324

InMoment XI

FEBRUARY 13, 2024

It is important to use proper sampling techniques to gain the most accurate market segmentation results. This precision leads to more accurate and reliable results compared to simple random sampling, especially when there are significant differences between subgroups. One of these techniques is stratified sampling.

Customer Experience 260

Customer Experience Customers Marketing Customer Base 260

InMoment XI

MAY 2, 2024

Not only does your brand’s reputation account for almost two-thirds of its market value, but a negative online reputation can result in a significant loss in revenue. Why Retail Reputation Management Is So Important Reputation management for retail companies is so important because it can be directly linked to business performance.

Retail 260

Retail Customer Retention Management 2024 260

InMoment XI

DECEMBER 27, 2021

In that presentation , JB walked us through how she and her team put their beliefs about in-person and digital customer experience expectations into perspective, use CX tools to dive in and test assumptions, and finally create a culture with an opportunity mindset. Testing Your Assumptions—and Acting on the Results.

Customer Experience 529

Customer Experience Webinar Customers Events 529

InMoment XI

OCTOBER 24, 2022

Essentially, survey methodology studies sampling techniques and practices and determines the accuracy, so researchers of all kinds can improve their methods and get more accurate results. That means that if your method gathers bad data, you’re going to get bad results. What Is the Purpose of Survey Methodology? Types of Survey Methods.

Information 493

Information Consumers Customers Customer Experience 493

BlueOcean

OCTOBER 23, 2023

Outline your attraction and recruitment strategies, processes, and success measurements, including results for hiring for the past 12 months. Provide detail on employee engagement results, companywide, for the past three years and for the program that most closely resembles our requirements in size and scope for the past 12 months.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Interactions

APRIL 19, 2024

What resulted were seven (yes, seven!) incredible transformation strategies, each with a unique perspective based on the group’s combined knowledge and experience. And the Consensus Is….

Insights 62

Insights Workshop Customer Experience Contact Center 62

Beyond Philosophy

JANUARY 19, 2020

We do research called an Emotional Signature ® that examines the Customer Experience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Leadership 156

Leadership Consulting Presentation Sports 156

Zeisler Consulting

JANUARY 23, 2024

From a CX perspective, I’m not totally sure that’s always the best bet, though. That can be frustrating from a Customer’s perspective (and the results not all that helpful for the brand), and easily rectified with better business rules. Did we deliver on our Brand Promise?), maybe give it a few days.

Events 93

Events Connections Feedback Brands 93

Beyond Philosophy

JUNE 17, 2020

We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.

Leadership 120

Leadership Consulting Presentation Sports 120

Win the Customer

APRIL 18, 2023

Defining Groupthink Groupthink is a psychological phenomenon that occurs within a group of people in which the desire for harmony or conformity in the group results in an irrational or dysfunctional decision-making outcome. It stifles individual creativity and critical thinking in favor of consensus-driven decision making.

Customer Experience 52

Customer Experience Customer Journey Mapping Competitive Advantage Customer Centricity 52

ShepHyken

NOVEMBER 21, 2023

The lockdown has changed our customers’ perspective on how they want to spend their time. But, customers are willing to use these digital tools if the results are good.” ” “Improving self-service for people who want to use self-service will result in better live support.

2021 90

2021 Technology Interaction Customer Service 90

TechSee

MAY 4, 2023

Machine Learning and AI for the field From a field service perspective, what does machine learning offer, and how can it benefit partners? Ultimately, this will result in higher customer satisfaction scores, increased agent satisfaction, and a more productive and efficient service team.

2023 109

2023 Customer Satisfaction Technology Consulting 109

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. Enter ContactBabel.

Contact Center 83

Contact Center 2022 Download NPS 83

Beyond Philosophy

NOVEMBER 5, 2020

From an evolutionary psychological perspective, which is about the survival of the species, it makes sense. From a leadership and Customer Experience perspective, with nary a saber-toothed tiger in sight, we still think it makes sense. Loss Aversion), so we look at things from a negative perspective. I am guilty of this, also.

Insurance 129

Insurance Customers Consulting Advertising 129

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. These days, you might want to blame the results on COVID. Moreover, Morgeson says that from a strategic customer satisfaction perspective, you don’t want to have perfect satisfaction scores.

2010 88

2010 Customer Satisfaction Competitive Advantage 2002 88

One Millimeter Mindset

NOVEMBER 16, 2022

You always seem to have the right perspective, the right answer, the right choice of words to help people become unstuck. As a result, you – and only you – become your own go-to. Another individual’s perspective, as your “who”, tempers the direction you take your internalized conversations. Who or what is your own go-to?

Consulting 81

Consulting Innovation Books Leadership 81

One Millimeter Mindset

SEPTEMBER 15, 2021

As a result, you and your team may ignore signs and symptoms that some problems will not fit into “how we usually solve problems” or “what has worked in the past.” Consequently, you, and your team lose perspective and, as a result, context. Things are predictable instead of novel and exciting. One millimeter at a time.

Connections 95

Connections Innovation Leadership Consulting 95

Retently

JULY 28, 2023

Their role is to champion the customer’s perspective and advocate for their needs within the company. Fortune Ranked Companies with CCOs The CXO position can be considered as a development of the CCO role, taking a broader perspective. How Did the CXO Position Come to Be? In the study, 10% of the Fortune 500 companies and 6.7%

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Retently

MARCH 14, 2023

By understanding the importance of customer feedback and the best ways to gather it, brands can improve customer experience and retention, resulting in increased business growth. Understanding these differences and how they complement each other can help brands achieve a broader CX perspective. So, let’s get started.

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

One Millimeter Mindset

JUNE 1, 2022

Then, during other meetings, perspectives and energy are all over the place. There should be some variation in each team member’s perspective and approach. Consider that these outcomes result even when the default team leader is genuinely interested in bringing out the best in her teams.

Innovation 102

Innovation Insights Loyalty Leadership 102

ShepHyken

DECEMBER 28, 2020

In contrast to a loyalty program, gifting is a cost effective way to achieve tangible and significant results. Hotel Executive) This article will address what great customer service is from the guest perspective and the value of general managers setting the standards. It is refreshing to get the B2B perspective.

Article 140

Article 2020 Customer Service Loyalty Programs 140

Lumoa

JANUARY 24, 2024

Results must be meaningful from a business perspective and reveal areas for improvement. A CXO’s Perspective on Text Analytics in Customer Feedback Customer experience (CX) operations aren’t left to any one department. The result? An organization that can act on feedback.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

CSM Magazine

DECEMBER 18, 2023

The most recent one from 2020 had some shocking results. The biggest source of rage was wasting time with unsatisfactory results. OTRS Group, the manufacturer and the world’s largest provider of the enterprise service management suite OTRS, recently delved into the customer service management world but from an insider perspective.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

Beyond Philosophy

AUGUST 25, 2019

There are advantages and disadvantages to each of these relationships from a firm’s perspective. If it is something that requires customers to decide to go with you again and again, then a more relational perspective can help. From a business perspective (and to be clear), creating a Relational interaction means investment.

Customer Expectations 143

Customer Expectations Interaction Customers Loyalty 143

Retently

OCTOBER 16, 2023

As a result, it’s understandable that some people might view Net Promoter Score as an outdated, overexposed, and overused system. Users familiar with Net Promoter Score are more likely to view the survey from the brand’s perspective and provide focused and easy to implement feedback.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

Gainsight

MARCH 26, 2024

She jumped into Customer Success from the world of Finance, and she has brought her unique perspective to bear in helping FloQast’s clients achieve their goals. Achieving Real Wins Filley has been pleased with the results of using Gainsight. One major win has been more effective and valuable client calls.

Customer Success 52

Customer Success Document Webinar Metrics 52

Clarivate

APRIL 14, 2024

As a result, he was given access to the ‘resources of the city’ – a city that made other military uses of his innovative research, although we weren’t there to check those metrics. It also became evident that a singular perspective on research ‘value’ was insufficient and necessitated a more complex approach.

Government 59

Government 2004 Culture Metrics 59

Lumoa

MAY 5, 2022

Improved customer experience starts with the customer’s perspective. Innovation and development happen best through people who bring different skills and perspectives to the same room. If you want good results, those who will do the job need to have insight into the CX goals and the as-is situation.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

CSM Magazine

OCTOBER 27, 2023

Furthermore, versatility allows for the ability to understand and address customer issues from various perspectives, leading to effective and satisfying solutions. The resulting high-quality service not only promotes customer loyalty but also attracts potential clients, expanding market reach.

Customer Service 64

Customer Service Loyalty Call Center Innovation 64

West Monroe

MARCH 17, 2024

From a financing perspective, ag lenders are facing similar challenges as the financial services sector with interest rate uncertainty, demand for technology investments, and potential macro disruptors to the markets. The result? It now needs to be considered from new angles such as cyber and climate.

2024 52

2024 Banking Financial Insurance 52

Beyond Philosophy

FEBRUARY 19, 2022

We often mention getting inside the head of your customer and looking at the experience from their perspective. Now, apply that principle your upline by taking their perspective and speaking to them in the language of their decision making. ’ As a result, he has 289,000 followers of his work. Complete this short survey.

Engagement 78

Engagement Consulting Financial Customer Experience 78

PeopleMetrics

JANUARY 24, 2022

As we enter our 22 nd year at PeopleMetrics, I thought it was time for an update on where we are, where we are going as a company and my perspective on the CX industry. But first, a quick perspective on the CX industry. Think of it as having your best customers at your beck and call to provide their perspective on key strategic issues.

B2B 90

B2B Roadmap B2C Hotels 90