Zonka Feedback
OCTOBER 12, 2022
One of the most important things a company can do is meet customer expectations. Businesses can lose money and face brand image issues if they don't take steps to ensure customer satisfaction. Meeting and exceeding customer expectations can be challenging, but making an effort in this direction will lead to better results down the road.
InMoment XI
OCTOBER 10, 2022
All types of businesses leverage customer surveys , and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect. What is a good survey response rate? What are best practices for customer surveys?
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Alida
OCTOBER 13, 2022
Customer lifetime value (CLV) is not a new concept. It’s the total revenue from a customer over the entire duration of their relationship with your business , from first to final purchase.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
Visualize, monitor, and manage your journeys with a customized metric designed around your needs, your organization, and your customers.
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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.
Comm100
OCTOBER 10, 2022
The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Team Support
OCTOBER 12, 2022
Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers? Self-service provides customers the opportunity to solve a question on their own without directly involving your customer support team or help desk ticketing software.
Solvvy
OCTOBER 12, 2022
Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Artificial intelligence (AI) can enhance the types of experiences chatbots can deliver.
Forrester's Customer Insights
OCTOBER 12, 2022
We’ve all been there — we’re on our favorite website trying to buy the latest gadget, reserve concert tickets, or claim an advertised reward. We may be in a rush, we may be excited to snag the item we’re looking for, and we fill in our information and click along to complete the transaction. Just […].
InMoment XI
OCTOBER 12, 2022
With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. Research shows that it takes about 12 positive experiences to make up for one unresolved negative experience. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. That’s where a closed-loop system comes in!
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.
BlueOcean
OCTOBER 10, 2022
How do you continue to offer seamless customer service and experience in this new world of remote work? Blue Ocean offers some insights on how to create a contact center location strategy in a remote world.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
A series of reports produced by various firms over the last 10 years show that the average success rate of M&A deals is 20% or less. Most of them talk about “shareholder value destruction”.
Comm100
OCTOBER 9, 2022
As consumer shift from the traditional customer service channels of phone and email towards newer digital channels, organizations are finding that they need to be available in more places, all at once. Live chat, social media, and SMS have all become popular customer service channels, and organizations need to keep up or be left behind. Omnichannel customer service platforms are making this transition easy, as they connect every digital channel together in one place.
InMoment XI
OCTOBER 12, 2022
A lot of folks believe that voice of customer (VoC) programs and market research mean the same thing—but they’re actually quite different! In fact, each discipline differs in purpose, design, analysis and outcomes. However, even though they’re different, it’s important to point out that one isn’t necessarily better than the other—and brands need both if they want their customer experience (CX) programs to reach their potential.
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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.
BlueOcean
OCTOBER 10, 2022
The launch of your outsourced contact center implementation may be a strenuous time – there's so much at stake for your business. That said, it shouldn’t be a headache.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
Often criticised for removing the human touch from customer experiences, conversational AI virtual agents can help employees be more human and empathetic
Comm100
OCTOBER 13, 2022
The state of higher education is changing, and the way that admissions teams work to increase university enrollment must change as well. While digital recruitment strategies have levelled the field for some institutions, others may find it challenging adapting to the new landscape. To increase university enrollment, higher education institutions now need digital strategies to reach students where they are and how they want to connect.
IntouchInsight
OCTOBER 12, 2022
Happy Halloween and happy new features! This month we are happy to announce that we have launched several new features across the Intouch Insight Platform, IntouchCheck™, and IntouchSurvey™.
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.
Seaton CX
OCTOBER 12, 2022
The Second Commandment of CX Influence: Never Give a Bad Surprise in Public. Meg slammed her Sharpie down in the strategy meeting. Some blunderbuss in Product just unloaded a dumptruck of blame on her support team, and things were about to get western.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
If you think about it, data is a lot like food. There’s a huge choice. Some of it is good and much of it is mediocre. Your enjoyment of it, and the value you assign to it, can be impacted by many factors – how well it has been sourced, the quality of the various elements, the care with which it is handled and prepared, the ultimate presentation to you and how it makes you feel after you’ve consumed it.
Totango
OCTOBER 12, 2022
Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. .
ChurnZero
OCTOBER 10, 2022
As Customer Success hiring surges, managers should define the ideal candidate. Get a headstart by checking out our list of crucial Customer Success skills.
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.
CSM Magazine
OCTOBER 13, 2022
“I think recognition and applause are needed when we encounter awesome service” – John Tschohl . I was on the public tennis court on a Thursday in Bloomington at about 3 PM when my former mailman, Scott Pelton, got out of his delivery vehicle and approached me. He had a package from Switzerland that had arrived Monday at my former office.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
Dorm Room Movers offers storage, moving, and shipping services with cutting-edge conversational CRM powered by Zendesk messaging.
One Millimeter Mindset
OCTOBER 12, 2022
Your actions, assumptions, and perspective impact making ideas actionable and understandable. Are you one of “those” team members who is always throwing new ideas out on the table, like a jump ball? And are team members “jumping” at the chance to play around with your ideas? Or do your ideas fall with a loud “thud” on the table, without being bounced around at all?
Beyond Philosophy
OCTOBER 13, 2022
Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. We created this newsletter in partnership with Streem. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I have. I didn’t know what the whatchamacallit was, but I knew it wasn’t working. Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse.
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
BirdEye
OCTOBER 14, 2022
According to research from Fera.ai, 93% of consumers say they read product reviews before moving forward with a purchase. Another 78% reported being happy or satisfied with their purchase because they took the time to read reviews. So, what does this mean for you? If your business isn’t posting product(s) on product review websites, you’ll lose out on more customers — and therefore, more revenue.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
Technologies like automatic machine translation are making it easier to offer multilingual customer service on digital channels
Adrian Swinscoe
OCTOBER 10, 2022
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. The mental well-being of your employees […]. The post Contact centres: How to look after your employee’s mental health first appeared on Adrian Swinscoe.
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