PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. From a market research perspective, this approach makes sense—it’s statistically accurate, high-level, and shows trending data. However, many customers today often feel less than satisfied with this “open-loop system.” They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up.

Feedback 71

Feedback Customer Journeys How To Survey 71

Alida

AUGUST 25, 2022

Ten years ago, I emerged from the intensely analytical digital agency world of clickthrough and conversion rates, funnels, and seasonality, and dove headfirst into the CX space. It took me a year of immersion to really understand the CX landscape and how to speak and think about it properly and confidently.

Metrics 130

Metrics Analytics How To Leadership 130

InMoment XI

AUGUST 22, 2022

It turns out that your greatest asset in your efforts to create an excellent customer experience (CX) can actually be one of your greatest costs. What are we talking about? Your employees, of course! And, more specifically, employee churn. Employees make or break the customer experience, and if they are not satisfied in their position, they can cost you money by negatively impacting customer experiences—or by packing up their bags and going elsewhere.

Employee Experience 195

Employee Experience eBook Employee Engagement Call Center 195

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 136

Customer Service Training Customers Customer Service Customer Experience 136

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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

Helpware

AUGUST 23, 2022

In a saturated retail market full of good products with competitive prices, the only way sellers stand out is by providing an excellent customer experience. Buyers who receive good customer service tend to become loyal advocates of the brand, while those who don't are more likely to take their business elsewhere.

Retail 65

Retail Healthcare Industry Brands 65

CSM Magazine

AUGUST 23, 2022

No business is perfect. Despite your best efforts to provide quality products and services to your target audience, mistakes, oversights, poor decisions, and negative experiences are bound to occur. Although the goal is to minimize such outcomes, when situations arise that cause a customer to file a complaint or make an inquiry, businesses must be prepared to resolve the matter as efficiently as possible.

Government 52

Government Sales Financial Customers 52

ClientSuccess

AUGUST 23, 2022

As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), you know exactly how rapidly things change and how quickly new metrics pop up on the scene. Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more.

Effort Score 79

Effort Score How To eBook Metrics 79

Playvox

AUGUST 23, 2022

Chat for customer support was starting to trend before the pandemic. But as it wore on, customers took an even bigger interest, and live chat tickets surged by 50%. Today, according to Zendesk, support teams that have the fastest resolution times and highest CSAT ratings are 42 percent more likely to be messaging with their customers. The Benefits Of Analyzing Your Customer Conversations.

Trends 52

Trends Customers Analysis Loyalty 52

Alida

AUGUST 23, 2022

Customer centricity is now the ultimate “must have” for business empowerment that is assured to drive organizations to success.

Customer Centricity 130

Customer Centricity Examples Innovation Brands 130

Speaker: Amanda Adams, Fractional CFO, CPA

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Data

InMoment XI

AUGUST 24, 2022

There is so much more to communication than just the words we say. Take sarcasm, for instance. Sarcastic comments often rely heavily on irony, conveying the opposite meaning from the one being directly expressed. But this irony is hard to convey without the added benefit of voice inflection and bodily cues (which is why it can be so problematic when someone tries to be sarcastic in a text message or email).

Analysis 370

Analysis Effort Score Feedback Analytics 370

IntouchInsight

AUGUST 25, 2022

As the summer comes to a close and brands look ahead to 2023, Cameron Watt, President & CEO of Intouch Insight, addressed attendees of the Outlook Leadership Conference in Asheville, North Carolina. Watt’s speech covered observations and opportunities for convenience stores that were uncovered by Intouch Insight’s ongoing consumer surveys, mystery shopping, and audit programs.

Conference 156

Conference Leadership Survey Consumers 156

Experience Investigators by 360Connext

AUGUST 23, 2022

The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds. Ok, maybe the picture I’m painting is a bit melodramatic — but it’s not far off a reality that’s happening at far too many organizations. These fed-up leaders often lean on this phrase — “It seems so obvious !

Guidelines 143

Guidelines Retail Innovation Interaction 143

Omnicus

AUGUST 21, 2022

Customer retention is the most important aspect of doing business. It helps you realize your company’s profitability and improve customer service, market share, and revenue. However, retaining customers can be one of the most challenging aspects of running a company. Studies show that only 30% of companies retain more than 50% of their customers after two years!

Customer Retention 140

Customer Retention Study Customers Customer Service 140

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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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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

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

ShepHyken

AUGUST 23, 2022

The Value of Emotional Attachment in the Customer Experience. Don’t Overlook the Value of Emotions . Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares how emotions and customer relationships affect buying decisions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company.

Customer Journeys 125

Customer Journeys Ecommerce Consulting Advertising 125

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: 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

My Customer

AUGUST 25, 2022

HWhen COVID-19 changed the way many of us live and work, it caused energy demand to drop dramatically and energy prices to become unstable. 26th Aug 2022. By Dave Dunlop Partner and Chief Design Officer.

Customer relationships 105

Customer relationships Customers 105

Vanilla Forums

AUGUST 25, 2022

Cycles in business are normal. When COVID-19 first reared its ugly head, companies were forced to re-evaluate their in-person strategies. This quickly translated, for many companies, to seek community programs as a panacea. Companies who had never considered online spaces for their audiences now looked at ways to shift the way they did business suddenly.

Strategy 104

Strategy Company 104

One Millimeter Mindset

AUGUST 24, 2022

Initially, there’s a high probability you will lose your balance when learning to ride a 2-wheel bicycle. Also, there’s a high probability that you will fall off the bike and land on the pavement. Ouch. So, what will you do next? Right now, many of you parent, teach, or coach young people doing life events for the first time: learning to ride bicycles, play sports, attend kindergarten.

Sports 100

Sports Leadership Innovation Consulting 100

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy.

Customer Engagement 100

Customer Engagement Engagement Tips Strategy 100

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

Doing CX Right

AUGUST 26, 2022

Catherine Sugarbroad, Chief Revenue Officer and Founder of sWorks.io, and Stacy Sherman discuss the meaning of equality in and out of the workplace, and why advancing women's leadership impact retention and customer experiences. The post Leadership Advice And Why Equality Matters appeared first on Doing CX Right.

Leadership 98

Leadership Customer Experience Analytics Data 98

Team Support

AUGUST 25, 2022

Rome wasn’t built in a day – and it didn’t fall in one either. Come the 4th and 5th centuries, the leaders neglected the needs of their various peoples, and oftentimes, as in the case of Majorian , they seemed outright surprised at the unpopularity of some measures. Could Majorian have used a 360-degree view of his Roman subjects (read: customers)? Could the collapse of the Roman Empire ( the Western one ) have been prevented if the imperial bureaucracy was able to track their health and success

NPS 98

NPS Metrics Comparison Social Media 98

MiaRec

AUGUST 24, 2022

MiaRec, Five9 CX, and AI (Oh my). We thoroughly expected the Five9 CX Summit to be one of the most exciting shows we've had the privilege of presenting at this year but it far exceeded our expectations. Without fail, every show in the tech industry tells the participants that they're on the precipice of a new era, watching a paradigm shift, And even reading this you're probably thinking that I'm about to tell you that.

Industry 98

Industry Analytics Management 98

BirdEye

AUGUST 25, 2022

The average cost for home maintenance is between $2000 and $2500 per year – and that number is rising. For customers, it’s worth the time to research home services providers that are affordable and do great work. If you own a home services business, it’s important you’re visible on popular search engines like Google and Bing. With a home services marketing strategy, you can attract new customers and start to grow your business.

Marketing 98

Marketing Social Media Advertising Strategy 98

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

ModSquad

AUGUST 25, 2022

It is tempting to enact severe actions during an economic downturn to save costs. Before you start slashing budgets across the entirety of a business, consider the following. Evaluate ROI, not just costs. When scrutinizing budgets with an eye to savings, look beyond the cost and ask what value each item contributes to the company. In the case of CX programs such as support and moderation, it’s tempting to view these as mere operational costs — easy candidates for reduction.

ROI 98

ROI Analysis Customer Satisfaction Brands 98

Zonka Feedback

AUGUST 23, 2022

Whether you’re selling a product, a service, a course, or looking to have users sign up for a subscription, a website always has a key purpose. As a skilled developer or CX manager, your goal should be to create a website that guides users or potential buyers to achieve that purpose. However, issues like a long page-loading time, inconsistent information, cluttered interface, etc., can drive users away even before they consider making a transaction.

Survey 98

Survey Course Management Feedback 98

ChurnZero

AUGUST 26, 2022

As a CSM, are you stuck in a vicious cycle of overwhelm? You wake up and go to sleep thinking about work. Your doomy to-do list follows you around like a shadow. Nagging thoughts of everything you didn’t get done dominate your free time. When you do get to experience that rare endorphin buzz of getting caught up, it’s eclipsed by the fear of that next fire drill lurking around the corner, waiting for the perfect time to crash your productivity party.

How To 98

How To Roadmap Communication Customer Success 98