Sat.Feb 27, 2021 - Fri.Mar 05, 2021

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ROI and the Secure Customer Index (SCI)

Horizon CX

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the conflict that debated the company priority: Customer Satisfaction or quarterly numbers.

ROI 130
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10 Signs to Know if you have Won a Loyal Customer

Pink Guava

Customer – Vendor relationships are often treated as guarded, professional, and more transactional. Looking at today’s dynamic market behavior and so many options available for anyone to choose from, this belief is sure going to impede your business success. Bottom line is that if we need to stand out in the market and continue to grow our client base, we must start looking at customers as humans and treat them so!

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Make CX Easy: Give Your Customers What They Want

Daniel Group

Are you ready to give customers what they want from you? This blog is the first of a four-part series that focuses on this question. Throughout the series, we will explore the importance of the following topics: Make CX Easy. Here at The Daniel Group, we pride ourselves on supporting our clients in making CX as easy as possible. We do this by gathering information by surveying our clients’ customers.

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7 tips for designing a seamless checkout funnel

GetFeedback

How to enhance your digital checkout funnel and increase conversion rates.

Tips 402
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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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The European Customer Experience Organization is now live! The Time to Evolve Together arrived!

eglobalis

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.

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How business process outsourcing can solve the challenges your business is wrestling with

NICE inContact

NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users. Businesses looking to keep up with the competition, lower costs, run their operations more efficiently, and realize greater revenues should consider NICE inContact CXone for call center outsourcing.

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Stepping up your organization’s CX Maturity: 4 takeaways from our CX leader roundtable

GetFeedback

Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization.

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How to Handle Lost Luggage: A Lesson From the Airlines

ShepHyken

It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown. I reflected on what I love about travel, and even some of what I don’t love. Falling into the latter category of what I don’t love is checking luggage. I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage.

Airlines 156
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Joseph Michelli: What’s the Purpose of Your Business?

Bill Quiseng

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

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4 HR Predictions for 2025: Supercharge Your Employee Experience with Internal Communications

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

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Get Even More Context and Insight with Review Images

ReviewTrackers

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Master Customer Effort Score (CES) in one month

GetFeedback

Become a CES expert with our comprehensive 4-week email course.

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Live Chat Benchmark Data 2021

Comm100

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. But the question is – how did this really affect live chat operations? How did agent and customer experience change, and what does this mean for 2021?

Data 132
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Customer Feedback Is No Longer Just a Luxury for High End Retailers

Alida

Though considered a niche category by some, luxury goods—including high-end fashions, accessories, footwear, and beauty products—are a hot commodity. The global pandemic may have impacted how consumers buy luxury goods, but the market is still growing. According to McKinsey & Co., consumers will likely return quickly to paying full price for luxury goods—the same way they did after the 2008 global financial crisis.

Retail 130
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2024 State of Customer Education Report

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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5 Technologies that help your Customer Service Team drive more Sales

TechSee

“Do you want to SuperSize that?” and “Do you want fries with that?” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level.

Sales 124
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Why building positive customer relationships is so important

GetFeedback

Positive customer relationships are crucial to the success of your company. Here's why.

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Reputation Measurement and Reputation Metrics: How to Get Started

ReviewTrackers

Is your business or brand well-known online? How do people look at and feel about you, and what do they think about when they come across your products or services online? What kind of content appears on search engine results pages, review sites and social networks whenever your business or brand name is being searched? Is the content positive, neutral, or negative?

Metrics 123
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8 Things I Learned from Dave Kellogg About Net Dollar Retention

Gainsight

I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In the “old days” (pre-COVID), these featured conversation over fine dining. We substituted the merlot with a mute button in the new world – though we still mail our guests a flight of tasting wines. This past week, I invited my longtime friend and Gainsight advocate Dave Kellogg to join the happy hour.

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Less Stress, More Success: Accounting Best Practices & Processes for 2025

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.

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How a Better Brand Experience Turns Consumers into Loyal Customers

Second to None

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. It’s your personality, values, and attitude that fuels your brand’s perception out in the world. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. But how can you do that?

Consumers 109
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How to use the Net Promoter Score® (NPS®) metric

GetFeedback

Simplifying CX YouTube series video on how to use the NPS metric.

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A How-To Guide on Software Brand Management

ReviewTrackers

Software 123
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Computing Platforms Used Most Often for Data Science Projects

Bob Hayes

Results of a worldwide survey reveal that data professionals overwhelmingly use a personal computer or laptop as their computing platform most often for their data science projects. The next most used computing platform is a cloud computing platform and a deep learning workstation. The practice of data science requires a variety of different tools and technologies to extract value from data.

Data 106
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Frost Radar: Voice of Customer Analytics, 2024

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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New Report From Vivantio Provides Roadmap for Next-Generation B2B Service Infrastructure

CSM Magazine

Vivantio , a leading provider of customer service optimization software and solutions, has launched a new report, “ Leveraging Breakthrough Service to Transform Your B2B Enterprise.”. The report identifies the distinct benefits of centralizing customer service and offers B2B business owners a detailed process for implementing it at their organization, inclusive of proven strategies for overcoming common challenges.

B2B 105
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How to measure customer satisfaction KPIs

GetFeedback

How to collect customer satisfaction metrics and take strategic action based on your findings.

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It’s No Wonder Why Your Doctor, Lawyer & Accountant Suck at Service

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story One thing for sure, when customer service rankings come out, if you want to see where lawyers, doctors, or accountants fall, keep scrolling and scrolling and scrolling. You will find them with the Bureau of Motor Vehicles, internet providers, and airlines. Read Full Article.

Airlines 105
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Building the hybrid contact centre with Microsoft Teams

Eptica

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Published on: March 05, 2021. Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?

Trends 104
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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

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Amazing Business Radio: Elma Beganovich

ShepHyken

The Perks of Influencer Marketing. Using Social Media to Build an Engaging Customer Experience. Shep Hyken interviews Elma Beganovich, founder and COO of A&E Digital Marketing. They discuss the importance of influencer marketing in the customer experience. Top Takeaways: Influencer marketing is a way to add to your customer journey. It starts with social media.

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Mind your mouth: It's time to change how we talk about CX

MyCustomer

Engagement It's time to change how we talk about CX.

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Best Customer Experience: Be Plentiful & Ready | #CX #CustServ

Kate Nasser

To deliver the best customer experience be plentiful & ready in these specific ways. Insights from Kate Nasser, The People Skills Coach™. The post Best Customer Experience: Be Plentiful & Ready | #CX #CustServ appeared first on KateNasser.com.