InMoment XI

MAY 10, 2022

A lot of companies and organizations have gotten a very specific idea of how experience programs and human expertise work into their collective minds these last 20 or so years. The impression is this: experience programs are fully autonomous solutions that can pretty much be set and forget. They can automatically gather data and use that information to solve your business challenges, build better relationships with customers, and help you achieve Experience Improvement (XI).

Consulting 493

Consulting Trends Technology Analysis 493

The DiJulius Group

MAY 10, 2022

One of the key characteristics of the top customer experience brands in the world is that they are ‘Zero Risk’ to do business with. A Zero Risk business isn’t one that never makes mistakes; every excellent customer service company drops the ball from time to time. The secret to what makes these top brands Zero. Read Full Article. The post Be a Zero Risk Company with a Great Customer Loyalty Strategy: Screw Up First appeared first on The DiJulius Group.

Loyalty 115

Loyalty Strategy Company Groups 115

Forrester's Customer Insights

MAY 12, 2022

Read why you should eschew “new normal” thinking when it comes to consumer behavior. We’re in a deeply unsettled, volatile moment—and change is here to stay.

Consumers 49

Consumers Customer Insights Customer Experience Customers 49

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue.

Self Service 275

Self Service Knowledge Base e-support Policies 275

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

InMoment XI

MAY 10, 2022

Customer loyalty has become more elusive in the past few years. As customers seem to shop solely based on the best deal, it can be difficult to build customer loyalty in retail, which leaves many brands wondering if customer loyalty is even worth the effort. However challenging it may be for retailers, developing a loyal customer base is essential to maintaining an active, healthy brand.

Retail 493

Retail Net Promoter Score Loyalty Programs Effort Score 493

Kustomer

MAY 11, 2022

Your company’s customer relationship management (CRM) platform is a goldmine of information about your customers’ needs, interests, and buyer journey, but if your support agents can’t quickly access that information when they interact with your customers, what is that information worth? Even in the age of cloud software, many companies are still asking customer service agents to manually update customer records after every support interaction.

CRM 119

CRM Customer Satisfaction Data Knowledge Base 119

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement. Onboarding is one of the first times your customer engages with your business.

Customer Engagement 105

Customer Engagement Tools Engagement Knowledge Base 105

InMoment XI

MAY 10, 2022

When a business is in its nascent stage, everyone feels like an owner. Each employee—from the leadership to the frontline—has a personal stake and interest in building success through differentiated offerings and positive customer experiences , all while upholding the brand’s values. Yet, as companies grow, the founders, owners, and executive leadership become less connected to the day-to-day operations, and in turn, their customers.

Policies 260

Policies Leadership Culture Strategy 260

Alida

MAY 10, 2022

In conversation with Alida’s CEO, Ross Wainwright, Kerry Bodine reveals empathy is the key to further developing CX and EX, but has yet to be embraced by senior leaderships across the board.

Leadership 130

Leadership 130

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

dscout People Nerds

MAY 12, 2022

It’s easier than you’d think to glean false insights in your research. Here are some of the common mistakes researchers make—and how to prevent them.

How To 112

How To 112

Merkle

MAY 12, 2022

The list of concerns keeping marketers up at night is growing rapidly. At a time when stakes are high for brands as they face radical changes in consumer behavior, economic climate, and more, a ton falls on the marketing department to meet new and demanding business outcomes. But you already know this, so let’s skip to the good part and talk about promotions!

Marketing 105

Marketing Meeting Consumers Brands 105

delighted

MAY 11, 2022

As a survey creator, you need to know what your customers or employees are thinking – and you want insights that you can take action on. But, what would happen if you asked certain questions that lead survey respondents to answer in a favorable way – also known as leading questions – without even knowing it? The answer? Asking leading questions can do far more harm than good for your survey program.

Examples 99

Examples Survey Feedback Employee Experience 99

Kustomer

MAY 13, 2022

It may be a well-worn cliche, but “customer is king” still rings true, and there are versions in nearly every language (though we think the Japanese version: ‘okyakusama wa kamisama desu’ — the customer is a god — may be going a little too far). Placing the customer in at the center of a business is an essential part of success. . At the end of the day, it’s your customers who buy your products or services, so keeping them satisfied and ensuring they have as positive an experience as possible sh

Feedback 98

Feedback Strategy Social Media CRM 98

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

SurveyGizmo

MAY 11, 2022

Tips and Tricks to Simplify Your Work Life. We talk to our customers all the time about how they’re using Alchemer. And, for the most part, they use Alchemer in all the ways you’d expect – employee engagement, customer experience, Voice of the Customer, market research, product development, and so on. But there are a few who take Alchemer out for drive and spin it into something we didn’t expect.

Social Media 98

Social Media Survey Hotels Tips 98

Zonka Feedback

MAY 10, 2022

Customer Service is an integral part of the overall Customer Experience. No matter how good your product is, there will be some instances when your customers will need you to serve them well. If you provide a great service to your customers, their overall experience improves to a large extent. Whereas, if you fail to provide satisfaction through your services, it will ruin their overall experience and made them think of switching to other brands.

Effort Score 98

Effort Score Customers Brands Customer Experience 98

Merkle

MAY 10, 2022

Mobile apps are an important channel within many brands’ digital footprints, but the iOS 14 App Tracking Transparency updates have created challenges for brands seeking to measure app behaviors and performance. It’s become increasingly difficult to connect users’ media engagement to app actions, and without that view of performance, brands are struggling to understand how much to invest in media that promotes app installs and usage.

Measurement 98

Measurement How To Brands Connections 98

BirdEye

MAY 11, 2022

When a customer searches online for a product you offer, you want to be the first result they see. But, if you’re not utilizing SEO tools and SEO best practices, the chances of that happening are minuscule. SEO is now standard practice in the online marketplace, and if you’re not incorporating it into your online marketing strategy, you’re getting outranked by the competitors that are.

Tools 98

Tools Analytics Trends Report 98

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Adrian Swinscoe

MAY 9, 2022

This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […]. The post Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres first appeared on Adrian Swinscoe.

Omni-Channel 98

Omni-Channel Marketing Management 98

Daniel Group

MAY 12, 2022

Grow your Business Exponentially by Improving your Customer Experience. Welcome to the May 2022 edition of Success Strategies. This edition continues our focus on growing your best in the best way, with excellent customer experience as the essential building block. In my recent blog, Great Customer Experiences: The Key to Business Growth , I discuss the connection between great CX and business growth.

Net Promoter Score 98

Net Promoter Score Customer Experience NPS Conference 98

Kapta Customer Success

MAY 9, 2022

Developing a strong key account management team can be a significant asset for your business. But strategic and key account management teams won't just emerge from your sales and AM department fully formed and ready to grow revenue or build multi-year client relationships. Instead, it requires a methodical approach, realistic goals, a customer-centric focus, and an evolving mindset.

Management 98

Management Customer Centricity How To Customer Satisfaction 98

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Learn how Shannon has built an excellent team to provide world-class customer service by listening to the podcast below. Listen and subscribe to our podcast: Problem Solving Through Connection.

Roadmap 97

Roadmap Groups Travel Consulting 97

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

CSM Magazine

MAY 12, 2022

Leadership is a skill that can be learned and developed over time. It takes hard work, dedication, and a willingness to learn from your mistakes. A visit to [link] shows how keen people are to learn from people who are successful at things like leadership, marketing, and real estate. If you’re interested in becoming a good team leader, there are certain things you need to know.

Leadership 97

Leadership Tips Communication Examples 97

Merkle

MAY 9, 2022

In our recently published playbook, Mastering Identity & Insights with Adobe , we looked at the dangers that disconnected, clumsy customer experiences pose to brands and business outcomes. Delivering deeply personal and contextual experiences – the kind that build loyalty, higher lifetime value, and stronger competitive advantage – requires a superior understanding of customer data, sophisticated marketing technology, and a commitment to excellence.

Competitive Advantage 95

Competitive Advantage How To Loyalty Technology 95

ShepHyken

MAY 10, 2022

The Ultimate TikTok Guide for Business . How to Use TikTok for Marketing and Customer Service. Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! They discuss how businesses can use TikTok to promote their brand and enhance customer experience. Top Takeaways: Social Media is an opportunity for a brand to show the world that they are interested in resolving issues for their customer.

Advertising 89

Advertising Social Media Video B2B 89

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Irene Griffin , to discuss building better customer relationships through an empathy-driven support model. Griffin is currently leading the customer support team at FranConnect. To learn how Irene has built an incredible customer support playbook, listen to the podcast below.

Customer Service 96

Customer Service Customers Airlines Customer Experience 96

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

MyCustomer

MAY 9, 2022

“Be prepared to challenge executives with insight" Chris Ward. Tuesday, May 10, 2022 - 07:28. Customer journey. Data management. MYC'D UP WITH CX LEADERS episode 3: Manuela Pifani, senior director of CX, Asda.

Customer Journeys 94

Customer Journeys Data Management Customers 94

Joe Rawlinson

MAY 13, 2022

Entrepreneurs running an online business in the US walk a fine line between making substantial profit and barely scraping by. And between supply chain issues, economic fluctuations, and import tariffs, it can be a hard line to walk. However, that doesn’t mean it can’t be done. And the key to edging closer to substantial profits? Improving business efficiency and reducing avoidable business costs — which is why, as an online entrepreneur, you need to know how to claim Section 32

How To 78

How To Government Advertising Financial 78

Beyond Philosophy

MAY 12, 2022

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. So, the question becomes, how complete is the data you would feed into the scientific process? If you are like many organizations, the answer is likely not complete enough. .

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78