InMoment XI

APRIL 26, 2022

Diversity and inclusion initiatives have become front and center for many organizations in recent years. It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 493

Customer Experience Social Media Employee Experience Roadmap 493

CX Accelerator

APRIL 1, 2022

I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. Hearing of his disappointment for the second day in a row, I fumbled around in my managerial bag of tricks for the right words to say along with the appropr

Tips 266

Tips Contact Center Communication Connections 266

Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties. Customer satisfaction directly impacts the bottom line, too, as 84% of companies that work to improve their customer experience report an increase in their revenue.

Case Study 287

Case Study Study Self Service Customer Service 287

GetFeedback

APRIL 25, 2022

Expert guidance on how to tackle the first three months in your new CX leadership role, by Jeannie Walters.

Customer Experience 389

Customer Experience Leadership Customers How To 389

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

IntouchInsight

APRIL 19, 2022

Data driven decisions yield results. It’s why our suite of software and services are built around driving actionable insights from customer and operational data. And it’s also why we regularly release insights we’ve gathered from consumers across North American to help our partners – both current and prospective – get a leg up on their competition.

Consumers 294

Consumers Trends Software Data 294

InMoment XI

APRIL 18, 2022

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need.

Employee Experience 558

Employee Experience Culture Employee Engagement Connections 558

Steve DiGioia

APRIL 28, 2022

Stereotype: a widely held but fixed and oversimplified image or idea of a particular type of person or thing. Business stereotypes are preconceived notions that every customer has of your business. What do they expect when doing business with you? Are the expectations good or bad? What image or idea do you send to your customers? “The lines are always too long.” “The place is so outdated.” “Your salespeople only care about making the sale, whether the item is right

Tips 299

Tips Sales Customer Service Customers 299

Kayako

APRIL 1, 2022

Every eCommerce company juggles the balance of where to prioritize resources and drive revenue. Wouldn’t it be nice to know what to focus on in 2022 to set yourself up for growth in 2023 and beyond? It turns out that there is an answer. Good customer service is the number one quality customers seek from eCommerce companies. A PwC study found that 73% of consumers say customer service experiences are more important in purchasing decisions than price or product features.

Ecommerce 225

Ecommerce Customer Satisfaction Trends Omni-Channel 225

GetFeedback

APRIL 11, 2022

Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future.

Handbook 369

Handbook Customer Experience How To Customers 369

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

System

TechSee

APRIL 17, 2022

“Good morning, you’ve reached Alice at Quality Insurance; how can I help you today?” You explain that you are following up on your insurance claim for damage to your vehicle that you submitted online using the insurer’s portal. Your experience will depend on the agent’s next few words. What will her response be to your request? “Please provide me with your policy information, claim number, date of filing and description of the damage.”.”. or. “Thanks for following up, Mr.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Bill Quiseng

APRIL 1, 2022

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, you met their expectations and they were satisfied.

Customer Expectations 183

Customer Expectations Meeting Company Customers 183

InMoment XI

APRIL 7, 2022

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way. This strategy makes a simple kind of sense on paper; if you’re listening to as many people as possible, you’re bound to hear something pertinent to your CX and organizational goals, right?

Customer Experience 529

Customer Experience Data Connections Customers 529

Retently

APRIL 6, 2022

Being exposed to negative word-of-mouth or having clients leave due to unpleasant interactions are experiences no business would want to lose control over. . But how do you prevent situations like that from getting out of hand? By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. .

Effort Score 158

Effort Score Customer Satisfaction Survey Ecommerce 158

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. As I write this, I’m using web-based artificial intelligence (AI) transcription software called Otter to help me turn recorded audio interviews into a text transcription.

Insurance 161

Insurance Poor Customer Service Policies System 161

ReviewTrackers

APRIL 18, 2022

In case you missed it, Google recently updated its review policy and added the following requirements: Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers. What exactly does this mean for businesses? The short answer is: you can no longer filter customers before asking them for a review. You can’t choose who you’re going to ask (“selectively solicit”) reviews from.

Policies 132

Policies Guidelines Hotels Social Media 132

Cyara

APRIL 7, 2022

An Acquisition that Made Perfect Sense. Artificial intelligence is evolving rapidly, and it’s changing the way customers and businesses interact on every level. As more of these interactions move online, automated chatbots are becoming a mainstay in industries of all kinds. What was once a quirky, clunky novelty is now an essential component of your business’s customer experience.

Chatbots 128

Chatbots Interaction Industry Customer Experience 128

Clarivate

APRIL 14, 2022

At Clarivate , we are committed to supporting the researcher community in Ukraine, including displaced researchers, during and beyond ongoing attacks on the country from Russia. Our research shows that Ukraine has contributed more than 5,000 scientific publications towards the UN Sustainable Development Goals since 2017, including on peace and justice initiatives (SDG-16).

Analysis 133

Analysis Analytics Government Policies 133

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

InMoment XI

APRIL 6, 2022

If your products or services aren’t performing well, it might not be because of the product itself. Instead, there could be a problem with the customer journey. Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand. And it’s because of this fact that improving your customer journey is vital to overall business success.

Customer Journeys 517

Customer Journeys Touchpoint Loyalty Customers 517

Eptica

APRIL 19, 2022

Date: Tuesday, April 19, 2022 Author: Pauline Ashenden - Demand Generation Manager How can you reduce contact centre response times? Published on: April 19, 2022. Author: Pauline Ashenden - Demand Generation Manager They say patience is a virtue. But not in customer service. Most consumers today want their queries turned around as quickly as possible, without having to wait.

Customer Satisfaction 123

Customer Satisfaction Consumers Interaction Customer Service 123

ShepHyken

APRIL 13, 2022

“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others. Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. That makes me one of the lucky ones. Just out of college I started my career as a customer service expert.

Self Service 130

Self Service Customer Service Customer Focused Customer Service Training 130

ReviewTrackers

APRIL 8, 2022

A 2018 study from Tripadvisor revealed that an overwhelming 97 percent of respondents see online reputation management as important to their business. However, many Tripadvisor business listing managers are still lost in the dark when it comes to creating an effective reputation management strategy. But all review site reputation management plans have three simple steps: Use Reviews to Create A Conversation.

Management 123

Management Study Consumers Feedback 123

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Totango

APRIL 1, 2022

When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. However, you can’t provide valuable and consistent experiences with disconnected systems and siloed teams. You need a shared space that allows for visual collaboration across departments so everyone can stay up-to-date and on the same page.

Customer Experience 120

Customer Experience How To Conference Customer Journeys 120

Alliance by IFS

APRIL 11, 2022

Maintaining strong relationships with our customers is at the heart of everything we do at IFS, and the IFS Champions. The post From Civil Engineering to IT: Q&A with IFS Champion Michael Pfarrer appeared first on IFS Blog.

Customers 118

Customers Customer Engagement Engagement 118

InMoment XI

APRIL 28, 2022

Market research is seen by a lot of companies and organizations as a nice-to-have. The reality, though, is that it’s a necessity. Market research provides the mapping tools you can use to chart your business landscape, understand its various features, and more importantly, get to know the groups and audiences that populate it. . This goal is especially important within the context of experience programs, especially if you want to achieve real Experience Improvement (XI) for your customers, emplo

Marketing 493

Marketing Social Media Trends Groups 493

Eptica

APRIL 11, 2022

Date: Monday, April 11, 2022 Author: Pauline Ashenden - Demand Generation Manager How are banks meeting changing customer service needs? Published on: April 11, 2022. Author: Pauline Ashenden - Demand Generation Manager Delivering the right customer experience in financial services has never been more vital – or more difficult. Companies need to meet the requirements of multiple demographics and deliver reassurance across multiple channels.

Banking 120

Banking Meeting Customer Service Financial 120

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

ShepHyken

APRIL 20, 2022

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. . The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting.

How To 128

How To Customer Service Training Customers Customer Service 128

Solvvy

APRIL 1, 2022

Building on the continued commercial success of our powerful Conversational AI for top online brands and marketplaces, Solvvy is pleased to announce that our no-code Workflow Builder and Omnichannel routing is now available to parents with children who might need an extra ‘nudge’ to stay on task. . “We conducted extensive field research on this topic,” said S.

Social Media 108

Social Media Omni-Channel Report Video 108

The DiJulius Group

APRIL 19, 2022

The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric. Rather than methods that can result in skewed “vanity statistics,” executives and.

Metrics 112

Metrics Customer Experience Loyalty Programs Financial 112