InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 580

Loyalty 2011 Call Center Leadership 580

InMoment XI

OCTOBER 4, 2023

Integrated CX isn’t a new concept by any means, and InMoment is not so bold as to say we invented the concept. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Blog 558

Blog Customer Experience Net Promoter Score Financial 558

Experience Investigators by 360Connext

FEBRUARY 6, 2024

We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. We cover all that and more below. But what’s the best approach? And what about offshore?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. Find a partner who can pivot.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

CX Accelerator

NOVEMBER 11, 2022

Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. Customer Journey Mapping.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Maz Iqbal

OCTOBER 10, 2014

In this post I continue the conversation I started in the last post. The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one.

2014 78

2014 Customer Experience Retail Leadership 78

Experience Investigators by 360Connext

APRIL 9, 2024

On this episode of the Experience Action Podcast, we’re tackling a golden question: How do we get our customer-facing employees just as invested in the customer experience as we are? This isn’t about ticking boxes; it’s about empowering your team to be the best for your customers.

Download 162

Download Loyalty Customer Satisfaction Customers 162

Experience Investigators by 360Connext

MARCH 5, 2024

My team reached out to several CX change agents to understand their priorities, challenges, and opportunities (you can see what we learned here). Interviews are an opportunity to reinforce your mission and find candidates who will consider the customer experience in everything they do. But they don’t always realize it.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

CX Accelerator

JANUARY 14, 2024

We have big time news for CX Accelerator! Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way. It is meant to be a gift to the CX community as we navigate these challenging times together. We'd be honored to have you!

2024 182

2024 Customer Experience Customers 182

BlueOcean

FEBRUARY 22, 2024

We often joke that finding the right strategic partner is a lot like trying to find a romantic partner – it’s the obvious red flags that make the best/worst/most entertaining stories. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Experience Investigators by 360Connext

DECEMBER 12, 2023

Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll also be paying tribute to your organization’s unsung heroes who consistently go above and beyond in enhancing customer experience. But what’s a year-end without some celebration?

Customer Focused 290

Customer Focused Feedback Customer Experience Customers 290

Experience Investigators by 360Connext

AUGUST 31, 2021

When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers? When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers?” Ask: “What should we add to our service or products?”. That is power!

Feedback 380

Feedback Reference Customers Loyalty 380

BlueOcean

JANUARY 30, 2024

Pay Per Use Instead of Pay Per Person We are big fans of the transactional model in a strategic relationship. In fact, we often see companies choosing to outsource when the need arises to invest in a new technology platform. In an outsourced customer care model, you may choose to operate on a transactional or per minute basis.

Contact Center 296

Contact Center Insights Call Center Technology 296

Experience Investigators by 360Connext

NOVEMBER 2, 2021

That’s what we’ll tackle today. We develop personas for specific activities around customer experience management. Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created?

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Experience Investigators by 360Connext

JANUARY 18, 2022

Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. Let’s consider how Customer Experience is often introduced at many organizations using an imaginary employee — we’ll call them Pat. The CEO gets on stage and announces a new mantra: We love customers!

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Experience Investigators by 360Connext

JUNE 22, 2021

One of the questions I love to ask business leaders who are exploring customer experience is how much they know about their at-risk customers. One of the questions I love to ask business leaders who are exploring customer experience is how much they know about their at-risk customers. That’s human nature. . They just leave.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Experience Investigators by 360Connext

DECEMBER 8, 2020

In these moments, we typically ask questions like: What goals did we meet? In these moments, we typically ask questions like: What goals did we meet? What goals did we miss? I know plenty of people who go through these exercises from a personal and professional standpoint. Did we meet it?

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents.

Culture 124

Culture Virtual Agent Innovation Technology 124

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” But we can’t forget to continue to focus on our customers. We call this the Customer Experience Mission Statement. We got you. This is how the conversation started. So I asked, “What does that mean?” Marketing and sales are the primary focus. And this makes sense.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

ShepHyken

APRIL 30, 2024

The gist of the article was that we work hard to make doing business with us easy. Consider the quote I used from Steve Jobs of Apple, who said, “It takes a lot of hard work to make something look simple.” Notice that Jobs’ quote uses the word simple. I quoted several people from sports, entertainment and business.

2009 90

2009 Entertainment Sports Workshop 90

ShepHyken

OCTOBER 24, 2023

I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. First, you have to be the kind of person who innately knows you should do something right, even if it isn’t expected. If I don’t do it, who will?

Workshop 140

Workshop Customer Service Training Customer Service Article 140

Beyond Philosophy

MAY 2, 2024

Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. However, before we get into those, let’s contextualize this. However, before we get into those, let’s contextualize this. I always look at loyalty by thinking of who I am loyal to in my life. They are my only option.

Loyalty 78

Loyalty Sports Travel Financial 78

ShepHyken

FEBRUARY 27, 2024

In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. After the show, we heard from John Hughes , who is connected with me on LinkedIn. I won’t argue that some brands have customers who are more willing to take longer surveys; however, Brittany and I were talking in general terms.

2024 88

2024 Workshop Customer Satisfaction Customer Service Training 88

Experience Investigators by 360Connext

JULY 20, 2021

We should pay more attention to them. We’ve reached a stage when CX best practices are being applied and acted upon. We need to do better, and we can — by considering gathering customer feedback as part of the overall customer journey. Next, it moves to what can be done. All good so far, right?

Social Media 361

Social Media Customer Journey Feedback Contact Center 361

Blueshift

APRIL 16, 2024

When the time comes, those who are digitally prepared will capitalize on the influx of consumers seeking new mortgages and refinancing deals. Consumers rush to secure mortgages, explore refinancing options, and seek alternative financial products. This is where a customer data platform (CDP) comes into play.

Engagement 109

Engagement Financial Consumers Blog 109

Bill Quiseng

NOVEMBER 13, 2021

So, here it is: There are some who say that they, as customer service professionals, have been trained to act the part to be happy to serve. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.

Article 183

Article Customer Service Connections Interaction 183

Customer Bliss

JUNE 9, 2021

Ask how we will and will not grow. In that book, you’ll read about OVO Energy in the UK, who practices this level of transparency with customers by opening up their pricing plans to the public, outlining exactly what the energy costs are to them, so customers feel equity in what they are paying. What Does Leadership Bravery Look Like?

Leadership 288

Leadership Books Hospitality Customer Relationships 288

Magellan Solutions

APRIL 3, 2024

By partnering with them, you’ll gain access to highly skilled and experienced chat agents who know how to handle any customer inquiry or scenario like pros. You must do your homework and pick a partner who fits your business perfectly. The best part is that BPO providers are available 24/7 to help customers whenever needed.

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

ShepHyken

APRIL 28, 2024

For context, these are the customers who continue to buy from you over and over again, and should account for the majority of your total sales. This concept is easier to deliver than ever, thanks to how we collect data and track customers. Each week, I read many customer service and customer experience articles from various resources.

2024 70

2024 E Commerce Article Loyalty Programs 70

ShepHyken

MARCH 31, 2024

If we don’t have a product or service that meets a customer’s needs, we will go out of business. A celebrity or recognized expert who uses, talks about, and promotes a product or brand is a combination of marketing, sales, and experience. Here are my top five picks from last week. My Comment: Kudos to the government!

Article 82

Article 2024 Customer Service Government 82

Bill Quiseng

NOVEMBER 8, 2023

Who is the first President of the United States? Who is Number Four? Who is the first person to walk on the moon? Who is Number Four? (By By the way, the answers to who is Number Four are James Madison and Alan Bean.) We have to do better than serve to sell to our customers. Why only three?

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

ShepHyken

MARCH 5, 2024

It’s important for you to know this, just in case you don’t know who they are. But for some of us who saw the legend for the first time, we might have expected more than just songs. Two of them were Bob Dylan and Ringo Starr (of the Beatles). Both are talented beyond words. They both have successful careers.

Entertainment 82

Entertainment Workshop Customer Service Training Connections 82

Beyond Philosophy

JULY 16, 2022

We hope you enjoy today’s show. Usually, we have one pickle per podcast. Our first pickle comes from Jane, who works at a large business-to-business company. Our second, extra pickle, comes from Elizabeth, who asks, how is inflation affecting people’s ability to buy? Thanks very much.

Consulting 158

Consulting Voice of Customer Financial Consumers 158

ShepHyken

FEBRUARY 12, 2024

Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service. ” “When we take care of the team who are representing our brand, the result is lower attrition and better performance.” ” “AI can serve as a sherpa for agents.

Contact Center 149

Contact Center 2024 Customer Service Representative Healthcare 149

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. You’re going to hear all of this.

2023 105

2023 Customer Service 2024 Airlines 105