Quadient

AUGUST 1, 2022

Creating a Customer-centric Culture: Four Steps to Get Started. Marissa Feigen. Mon, 08/01/2022 - 18:38. After what feels like forever, I recently got a chance to re-engage in my favourite pastime – meeting people in person at a Quadient-hosted event located here in London, UK. At the Experience-driven CCM event, I had the opportunity to explore how Quadient can further solve the challenges that our current and future customers face.

Customer Centricity 105

Customer Centricity Culture Customer Journeys Banking 105

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. One way to do this is through customer satisfaction surveys.

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score Survey Effort Score 370

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting. Today even as people are returning to stores, the share of purchasing due to eCommerce continues to increase steadily. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Solvvy

AUGUST 17, 2022

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business. However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and re

Net Promoter Score 102

Net Promoter Score Measurement Effort Score Chatbots 102

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.

Customer Retention 103

Customer Retention Software Customer Success CRM 103

CSM Magazine

AUGUST 30, 2022

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. Despite the rush to digital, voice remains the most-used service channel – particularly for complex issues.

CRM 98

CRM Average Handle Time Groups Omni-Channel 98

Forrester's Customer Insights

AUGUST 24, 2022

Forrester contends that CX leaders are overly optimistic about their budget prospects. Learn where to trim your CX budget in 2023 and key areas to increase investment dollars.

Measurement 49

Measurement Customer Experience Customers 49

InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) to look at cutting discretionary spending. And, unfortunately, customer experience programs may fall on the chopping block. In fact, research shows that 30% of businesses reported having budget related issues to their CX programs.

ROI 418

ROI Customer Experience Effort Score Financial 418

IntouchInsight

AUGUST 10, 2022

This month at Intouch Insight we have launched several new features to the Intouch Platform and IntouchCheck™ that will help you to organize and analyze your data as quickly as possible.

Data 296

Data 296

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Comm100

AUGUST 1, 2022

Reaching students has never been more challenging. In US postsecondary education, spring enrollment decreased by 7.4% from 2020 to 2022. With student enrollment down, competition for student attention and engagement is heating up. To beat the competition, colleges and universities need to put students first. This means catering to student behaviors and providing a customer experience matching the one they get from their favourite B2C brands.

Chatbots 227

Chatbots Omni-Channel Social Media B2C 227

Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. This is an easy question to answer, although one that’s best tackled in detail. Discussion on social media platforms like Facebook and Twitter can be a powerful, accurate and valuable signal of public opinion, whether it’s aimed towards a business,

Social Media 158

Social Media NPS Net Promoter Score Marketing 158

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences.

How To 147

How To Contact Center Hotels Social Media 147

Middlesex Consulting

AUGUST 30, 2022

As a consultant, I talk with a lot of people. At some point, the conversations go like this: Prospect: How large can I grow my service business? Me: First, let’s get the question straight. You are asking me how large can I make service revenue as a percent of total sales. Right? Prospect: Right. Me: […]. The post Service Revenue as a Percent of Total Sales (2022) appeared first on Middlesex Consulting.

Sales 145

Sales Consulting Financial 145

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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InMoment XI

AUGUST 3, 2022

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon. The causes and effects of employee churn are complicated, but the bottom line for brands and organizations the world over is simple: employee expectations have changed, and workplace cultures’ view of the employee experience must change as well.

Employee Experience 418

Employee Experience Brands Roadmap Culture 418

Eptica

AUGUST 4, 2022

Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Published on: August 05, 2022. Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. But many transformations fail to deliver the benefits they promised.

B2B 148

B2B Interaction Management Customer Experience 148

Comm100

AUGUST 10, 2022

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. Just like any new technology that disrupts an established industry, the benefits of chatbots are far-reaching. With unlimited capacity and availability, chatbot benefits go well beyond adding a little automation. .

Chatbots 225

Chatbots Customer Service ROI Case Study 225

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. You can get by without paying attention to NPS, but you will thrive when using it as a growth north star. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. The higher your NPS, the higher the chance that your customers will turn into active Promoters and enthusiastic advocates for your products.

Net Promoter Score 148

Net Promoter Score Ecommerce Tips NPS 148

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Beyond Philosophy

AUGUST 4, 2022

Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word. Instead, it could be the same old human biases coming out in ones and zeroes but given a new authority it might not have earned. We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech.

System 148

System Social Media Video Technology 148

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? Here are a few possible reasons: . The product does what it is supposed to do. . They have great customer service. . They provide a great overall customer experience. . You like the employees. . The salesperson is knowledgeable and helpful. .

Customer Service Training 139

Customer Service Training Customers Customer Service Customer Experience 139

InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. And that’s why the retail customer experience is more important than ever before. Consumers are no longer satisfied with “just” a product and are finding different, more fundamental means of identifying (and spending money) with brands.

Retail 397

Retail Customer Experience Airlines Hotels 397

Totango

AUGUST 23, 2022

B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue.

Customer Journeys 119

Customer Journeys Touchpoint B2B Social Media 119

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. As consumers have adapted to digital technologies for communication in their personal lives, their preference for digital communication channels has crept into the customer service space.

Chatbots 214

Chatbots Customer Service Knowledge Base Social Media 214

Blake Morgan

AUGUST 1, 2022

?. People often refer to customer experience as a discipline. But it’s more than that—customer experience is a decision. No matter where you are in your career, customer experience is a decision to wake up and care about customers, influence change and create a better world. Customer experience is constantly changing and isn’t something you can check off your list once.

Customer Experience 111

Customer Experience Customers Feedback Video 111

Beyond Philosophy

AUGUST 18, 2022

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Today, we discuss personality and try to correct imbalances placed on one type of personality over another.

Measurement 147

Measurement Training Examples Leadership 147

ShepHyken

AUGUST 17, 2022

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 138

Airlines Comparison Advertising Customer Service Training 138

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

InMoment XI

AUGUST 3, 2022

When you think of going to get a quick bite to eat, you’re probably thinking of getting a burger. With so many quick-service restaurant chains to compete with, how can one chain expect to stand out above the rest? One family decided to perfect freshly sliced sandwiches, custom menu items, and a never before seen “light” menu that features low calorie salads and sandwiches.

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. In this article, we’ll show you how to build client relationships digitally with your SaaS customers.

Tips 110

Tips Customer Journeys How To Net Promoter Score 110

Eptica

AUGUST 19, 2022

Date: Friday, August 19, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres must focus more in First Contact Resolution. Published on: August 19, 2022. Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience.

Net Promoter Score 106

Net Promoter Score B2B Metrics Interaction 106