Comm100

FEBRUARY 2, 2022

Does your customer service team have big plans for 2022? With the turbulence of the pandemic now settling down, there’s no excuse not to begin implementing strategies to improve your customer service and support operations. But where to begin? Where should you focus your attention and budget? And what changes will really move the dial? In this blog we’ll look at the top customer service improvement strategies for 2022, and show you how you can bring your team one step closer to digital CX excell

Customer Service 130

Customer Service Strategy Omni-Channel Social Media 130

InMoment XI

FEBRUARY 1, 2022

Customer experience surveys have served us well when it comes to collecting customer feedback data. When we have questions about the experience, there’s no better way to get answers than asking our customers directly, right? Before you answer this question, let us present you with a few facts. First, let’s consider survey fatigue. Because if you’re reaching out to your customers every time you have a question, there’s a serious possibility that they’ll get tired of your questions and stop partic

Survey 396

Survey Customer Experience Social Media Data 396

Alida

FEBRUARY 3, 2022

Having trouble choosing a metric for your organization’s survey programs? You’re not alone.

Metrics 246

Metrics Survey User Experience Customer Experience 246

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . If this describes your organization, I hope you know how fortunate you are. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to b

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

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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.

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GetFeedback

JANUARY 31, 2022

Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report.

Customer Experience 368

Customer Experience How To Report Customers 368

Comm100

FEBRUARY 1, 2022

Connecting with international students is simply not easy, and it has been made even more difficult with the onset of Covid-19. New enrollments by international students at colleges and universities in the U.S. have declined for the past five years. However, with pent-up demand and anticipated surge in international enrollment in 2022 following the end of pandemic restrictions, schools need to get prepared so they can connect, engage, and attract international students. .

Engagement 210

Engagement Omni-Channel Chatbots Social Media 210

IntouchInsight

FEBRUARY 4, 2022

Over decades of managing mystery shopping programs we've seen time and time again that the overall success of a program hinges on the initial design. We've worked with brands across countless industries and, while specifics vary, the initial steps to launching a mystery shopping program are the same.

Industry 156

Industry Brands Management Tips 156

Alida

FEBRUARY 2, 2022

Hitting a perfect 100% is hard. That’s why people love playing with the 80/20 rule.

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Kerry Bodine

FEBRUARY 2, 2022

Recently, I was emailing with an online retailer about an item I wanted to return, and the message in their email footer struck me: “Please be kind to our team — it’s important for us to have real humans on our support and not bots. I promise all we want is to make you as happy as possible.” . Sigh… It really bums me out that we’re living through a time when this type of plea is necessary. .

Connections 149

Connections Retail Course Management 149

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

TechSee

FEBRUARY 2, 2022

In the last few years, call centers have experienced an awakening with pandemic-driven remote work models, increased demand for service, and rising awareness of the benefits of delivering a good customer experience. Companies are investing in their call centers to differentiate and personalize their brand and improve overall operational efficiency. And as with most things, all roads lead to technology. .

Call Center 124

Call Center Self Service Technology Social Media 124

ShepHyken

FEBRUARY 2, 2022

I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. That’s what this follow-up is about. I’m often surprised at how companies find ways to improve a customer experience with something that has nothing to do with what they sell.

Hotels 129

Hotels Touchpoint Customer Service Training Tips 129

Eptica

JANUARY 31, 2022

Date: Monday, January 31, 2022 Author: Pauline Ashenden - Demand Generation Manager The three areas to focus on to empower your agents. Published on: January 31, 2022. Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience.

Self Service 111

Self Service Trends Video Culture 111

Help Scout

FEBRUARY 4, 2022

Every support person needs to know how to deal with difficult customers. Read about different types of difficult customers and the best ways to help them.

How To 122

How To Customers 122

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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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Kate Nasser

JANUARY 30, 2022

Remove these obstacles of customer experience teams & sales associates & increase sales & loyalty. by Kate Nasser, The People Skills Coach™. The post Customer Experience Teams & Sales Associates: Remove Their Obstacles! #CX appeared first on KateNasser.com.

Sales 111

Sales Customer Experience Loyalty Customers 111

Beyond Philosophy

JANUARY 29, 2022

One of our listeners in Finland is in a pickle. Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support.

Customer Journeys 97

Customer Journeys Exercises Return on Investment Customer Centricity 97

Daniel Group

FEBRUARY 3, 2022

Ready to Take Your Business to the Next Level? Focus on Customer Experience! The start of a new year is the perfect time to focus on Customer Experience. Regardless of what type of B2B business you are in, your company changed in the last two years. For example, face masks, strict hygiene protocols, remote work, more digital meetings, digital orders, etc.

Customer Experience 105

Customer Experience B2B Touchpoint Employee Engagement 105

Totango

FEBRUARY 1, 2022

Qlik’s Vice President of Customer Success Operations and Chief of Staff Chris Wood and his team were on the hunt for a customer success tool that could help them do three things: Streamline processes. Scale customers quickly and efficiently. Enable teams to work cross-functionally. They found that Totango could do all of these things and do them well.

Customer Success 100

Customer Success Touchpoint Metrics Training 100

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

Heart of the Customer

FEBRUARY 3, 2022

You probably don’t need me to tell you this, but those in customer experience can have a rough go of it. You’re typically a small group – that is, when it’s not just you by your lonesome! – and you’re tasked with influencing the entire organization. That results in a different type of role, and […]. The post Nitty-Gritty CX Truths appeared first on Heart of the Customer.

Groups 88

Groups Customer Experience Customers Strategy 88

Adrian Swinscoe

FEBRUARY 4, 2022

This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. Running a contact centre today is a tricky business but it doesn’t have […]. The post Contact centre operations: Keep it simple – keep it human first appeared on Adrian Swinscoe.

Marketing 98

Marketing 98

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? Are you facing a project like a merger or acquisition that requires you to work with new investors or existing investors in a new capacity? Engaging your investors starts by understanding what they care about.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Clarivate

FEBRUARY 3, 2022

Introducing new functionality within InCites Benchmarking and Analytics, allowing users to search and evaluate according to the UN Sustainable Development Goals. Designed in 2015 to be a “blueprint to achieve a better and more sustainable future for all,” the United Nations’ Sustainable Development Goals (SDGs) have caught the attention and the imagination of the research community.

Government 98

Government Analytics Innovation Analysis 98

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

Call Experts

FEBRUARY 3, 2022

Outsourcing your customer support to a small business answering service can make a world of difference in keeping up with your communication needs. Whether you’re scaling or your business needs 24/7 support, there are advantages to outsourcing customer support over handling it in-house. . But before choosing the outsourcing solution that fits you best, you’ll have to do some homework.

Tips 98

Tips Examples Course Customer Service 98

kommunicate

FEBRUARY 3, 2022

Last Updated on February 3, 2022 It’s a new year and we’re starting it off strong with some great new features and updates to your favorite chatbot – Kommunicate. Read on to find out what was new in your Kommunicate account during the month of January. Web App Telegram integration Now we support, telegram integration [.]. The post Here’s What’s New from January 2022| Kommunicate Product Updates appeared first on Kommunicate Blog.

Chatbots 98

Chatbots 98

ppt solutions

FEBRUARY 1, 2022

TULSA, OKLAHOMA, FEBRUARY 1, 2022 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today the appointment of industry veteran, Brandon Ackert as vice president of channel development. Ackert brings with him over 15 years of industry and. The post PPT Solutions Welcomes Brandon Ackert as Vice President, Channel Development appeared first on PPT Solutions.

Industry 98

Industry Customer Experience Customers 98

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. That’s where product-led growth strategies come into play. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 98

Customer Success Net Promoter Score Metrics 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

Blake Morgan

JANUARY 31, 2022

An exciting career update for me: I joined the board of a tech company! Minerva is an AI-powered system that intuitively blends human agents and technology to create a faster, more intelligent, and more empathetic experience. It integrates contact center platforms and elevates the experience for customers and agents with each interaction, even predicting NPS and CSAT scoring. .

Company 98

Company Contact Center NPS Innovation 98

Lithium

JANUARY 31, 2022

Editor's Note: is one of Khoros' top Titans, our community of pros who are skilled at building customer experience programs. Now an independent consultant who helps brands get the most out of their community platforms, she shares her experience below of using Khoros blogs to help build the Cisco Meraki community. Take it away, ! A blog post about blogs!

Knowledge Base 98

Knowledge Base Consulting Interaction Examples 98

Blueshift

JANUARY 31, 2022

In the last couple years, as retail continues to drastically shift from shopping at the mall to clicking “add to cart,” a phenomenon has become increasingly apparent: social commerce. The post Shop Now: How Social Commerce Can Transform Your Retail Brand appeared first on Blueshift.

Retail 98

Retail Brands Customer Experience Customers 98