InMoment XI

OCTOBER 17, 2023

As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. But then there’s the dreaded plateau. This can happen after you’ve been steadily gaining momentum, then all of a sudden, it seems as if your initiatives are no longer moving the needle.

Customer Experience 370

Customer Experience Net Promoter Score Tips Effort Score 370

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. 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.

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

eglobalis

OCTOBER 3, 2023

How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.

Customer Experience 328

Customer Experience Customers Contact Center Customer Centricity 328

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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.

Report

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights. Let’s delve deep into the nuances of each to clarify their significance.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

ShepHyken

OCTOBER 17, 2023

“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.

Customer Service Training 148

Customer Service Training Customer Service Interaction Customer relationships 148

Brad Cleveland Blog

OCTOBER 27, 2023

There’s a lot riding on customer experience leaders right now. Our organizations, our customers, our employees are counting on us. As you embark on new (or renewed) efforts toward improved customer experience, let me suggest a few questions to ponder: … Continue reading → The post CX Leadership: 3 Questions to Ask Yourself appeared first on Brad Cleveland.

Leadership 43

Leadership Customer Experience Contact Center Call Center 43

Brad Cleveland Blog

OCTOBER 12, 2023

Recently, I was interviewed by Ziptone, the online resource for customer contact professionals in the Netherlands. It was a pleasure to talk with them about developments in customer experience, customer service and contact centers. Here is the beginning of the … Continue reading → The post A Fascinating Time for CX appeared first on Brad Cleveland.

Contact Center 46

Contact Center Resources Customer Service Customer Experience 46

InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming. That’s why we’ve taken everything we have learned by working with best-in-class brands and distilled those learnings into five simple steps you can follow to make sure you build a contact center that works for you, and wo

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Contact Center Self Service How To Call Center 364

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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

ECXO

OCTOBER 5, 2023

Customer Surveys are Dead! Learn how AI will replace them. The European Customer Experience Organization the ECXO.org is delighted to introduce our upcoming event: – ”Customer Surveys are Dead!” Gain invaluable insights into how AI is poised to revolutionize feedback mechanisms, led by industry top expert Maurice FitzGerald. Subscribe now on LinkedIn: [link] Looking for more hands-on sessions and practical tools?

Survey 372

Survey Net Promoter Score NPS Exercises 372

IntouchInsight

OCTOBER 2, 2023

For over two decades, the Annual Drive-Thru Study has provided restaurant operators with benchmark data to track trends and compare their performance against key competitors.

Data 347

Data Study Measurement Trends 347

C3Centricity

OCTOBER 10, 2023

Do you always need the market research studies you run? You might have seen a recent post of mine on LinkedIn where […] The post Do Less Market Research But Know Much More About Your Customers first appeared on c3centricity.

Marketing 287

Marketing Study Customers Analysis 287

Experience Investigators by 360Connext

OCTOBER 24, 2023

Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what’s happening right now in Customer Experience (CX). What if you could tap into the secrets of how top retailers are adapting to the transforming world of customer behavior? Imagine the insights you could gain if you knew how these businesses are enticing customers with exciting new offerings like curbside delivery, sample boxes, and impulse purchases.

Retail 270

Retail Connections Innovation Loyalty 270

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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.

Voice of Customer

Comm100

OCTOBER 24, 2023

In the fast-paced, high-stakes world of the gaming industry, the phrase “adapt or perish” couldn’t be more relevant. As player preferences evolve and competition intensifies, gaming companies must leverage every technological advantage at their disposal. One area where the industry has witnessed a dramatic transformation is in player support and communication.

Omni-Channel 250

Omni-Channel Multi-Channel Chatbots Touchpoint 250

Bill Quiseng

OCTOBER 25, 2023

QUI QUESTION: Customer service is a performance art. Are you Oscar-worthy? Movie actors like Sandra Bullock, Scarlett Johansson, Tom Hanks, Dwayne Johnson, and Keanu Reeves act to be happy, sad, scared, scary, or angry. 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.

Customer Service 174

Customer Service Customers Customer Expectations Customer Experience 174

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. Williams and the company wondered if they should raise prices or add additional fees to cover it. Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too.

Airlines 151

Airlines Tips Course Examples 151

IntouchInsight

OCTOBER 18, 2023

With the first day of fall behind us, sweaters are coming out of closets and the smell of pumpkin spice is filling the air. So grab your favorite warm beverage and catch up on some of the latest bite-size data from Intouch Insight’s consumer Flash Points.

Trends 334

Trends Consumers Data Report 334

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

ShepHyken

OCTOBER 3, 2023

Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza.

Customer Service Training 158

Customer Service Training Training Customers Customer Service 158

Experience Investigators by 360Connext

OCTOBER 3, 2023

Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways? A lot of customer experience teams focus on collecting surveys. And they send the same surveys each quarter or year, like clockwork. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them.

Feedback 270

Feedback How To Social Media Analysis 270

Comm100

OCTOBER 9, 2023

The sudden birth of ChatGPT into the mass market has created as many questions as it provides answers. Hailing from OpenAI’s cutting-edge technology, ChatGPT has rapidly risen to fame, offering an interactive experience that feels remarkably human. Its sophisticated ability to understand and generate human-like text has unlocked opportunities across sectors, one of the most intriguing being customer service.

Customer Service 251

Customer Service Chatbots Training Wait Times 251

Bill Quiseng

OCTOBER 18, 2023

QUI TAKEAWAY: If you advertise “Satisfaction Guaranteed”, what would you do differently? Do more. Do better. Do it now. When it comes to your customers and customer service, don’t just be good. Be GREAT out there! You are happy because customers were satisfied with their purchase of your product or a resolution with your service. But that’s not good enough.

Advertising 158

Advertising Customer Care Customer Service Customer Experience 158

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

Retently

OCTOBER 26, 2023

One of the biggest benefits of Net Promoter Score® is that it gives you timely, relevant customer feedback when you need it most. With this feedback, you can make changes and improvements to your product or service. Do it right, and there’s a chance you’ll win back an uncertain customer or earn the long-term respect and loyalty of a valuable client.

Net Promoter Score 148

Net Promoter Score NPS Feedback Survey 148

IntouchInsight

OCTOBER 30, 2023

At the beginning of October, we released the 23rd Annual Drive-Thru Study — the premier benchmark report for operators across North America. This report measures the performance of leading quick-serve restaurant brands across key areas such as order accuracy, timeliness, and food quality.

Study 317

Study Consumers Report Measurement 317

ShepHyken

OCTOBER 10, 2023

The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant.

Culture 154

Culture Customer Service Training Employee Experience Course 154

Experience Investigators by 360Connext

OCTOBER 31, 2023

Get set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That’s the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action. She not only narrates the spine-chilling saga but also provides insightful solutions.

Customer Journeys 264

Customer Journeys Resources Customer Experience Customers 264

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

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. This article delves deep into the world of customer service automation software, exploring its key benefits, essential features, and the best customer service automation software for your business needs.

Software 201

Software Chatbots Customer Service Knowledge Base 201

ReviewTrackers

OCTOBER 3, 2023

ReviewTrackers integrates with Apple Business Connect, empowering businesses to achieve higher accuracy and consistency of business data on location place cards within Apple Maps.

Connections 132

Connections Data Customers 132

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. As a result, it’s understandable that some people might view Net Promoter Score as an outdated, overexposed, and overused system.

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Net Promoter Score Metrics NPS Customer Satisfaction 147