Kayako
MARCH 21, 2022
ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. No matter how much information companies provide before the sale, most customers will still need help. 83% of consumers expressed a need for some help on their online shopping journey.
Alida
MARCH 24, 2022
Only one in 26 customers are likely to complain about the product or service issues they are facing on their own. The rest will gradually become unhappy and leave your company without you ever getting a chance to learn what went wrong or how you could address the issue.
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InMoment XI
MARCH 21, 2022
Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. Increased government regulation and new market entrants with unique service-based offerings are creating a disruptive wave of change that traditional utilities need to respond to. But here at InMoment, we don’t like to merely dwell on obstacles and complexities.
Comm100
MARCH 23, 2022
As financial institutions emerge from the disruption of the pandemic, credit unions find themselves in an interesting position. By all available metrics, this is a period of unprecedented growth for credit unions around the world. The World Council of Credit Unions recently reported a 29% global growth in CU membership year-over year. With such growth, partly driven by raised bank fees, comes great opportunity to expand membership.
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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.
Lumoa
MARCH 24, 2022
Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. While benchmarking is a common process in many companies, the exact steps and data collected need to be adjusted to each organization’s requirements. If this process isn’t tailored to your company, you’ll set inaccurate survey response rate benchmarks and compromise all future evaluations.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
MARCH 23, 2022
The news media has been rife this last year or so with stories of The Great Resignation—an unprecedented tidal wave of job market churn that has seen millions upon millions of employees quit their jobs. As with most topics related to employment and the economy, the finger-pointing over who and/or what’s behind this phenomenon has been incessant… and loud.
Comm100
MARCH 21, 2022
Improving service delivery in government comes with unique challenges. Governments must be accountable to citizens in a way that the private sector is never constrained by. While a private sector business can identify its target audience and deliver an experience to cater for this specific subset, governments must ensure they don’t prioritize any demographic over the other.
IntouchInsight
MARCH 23, 2022
Here at Intouch Insight we are committed to creating the best software features to help our customers reach business intelligence excellence. This month we released several new features to the Intouch Platform that are aimed to help make analyzing data as seamless as possible.
Customer Bliss
MARCH 23, 2022
Treating customers with dignity and respect starts with treating employees the same way. Employees need to feel it, experience it, and receive it themselves. The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Furthermore, in the wake of the “Great Resignation,” companies in every industry are feeling upheaval.
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.
Alida
MARCH 22, 2022
Survey design is difficult. There—we said it!
Horizon CX
MARCH 19, 2022
Artificial Intelligence (AI) is a contemporary buzzword among industries, but in fact, the term has been around for many years, most commonly rising during the mid-fifties from within the sphere of science fiction—think robots! So, what exactly is AI and how are organizations applying it, and most importantly, how does it either enrich or diminish the Customer Experience?
IntouchInsight
MARCH 21, 2022
It's a great time to be in the convenience industry. The changes in consumer habits that we’ve tracked over the past two years show people are making more local purchases, shifting the times they visit stores to avoid crowds, and wanting to complete their purchase quickly - all of which feed directly into the original model of convenience stores.
Heart of the Customer
MARCH 22, 2022
After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains. This despite organizations focusing on and investing more in CX than ever before. SuperOffice’s survey of 1,920 business […].
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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.
TechSee
MARCH 24, 2022
Well, not literally. It’s an expression used when employees, especially leadership, actually use their own products or services the same way a customer would. Here at TechSee we regularly eat dog food for quality assurance, but also because it’s fun and we really like using our products. We recently held our annual Sales Kick-Off all-hands meeting. Like so many companies today, we were unable to meet in person as we would have preferred, but we still managed to get a lot of work done and have a
ShepHyken
MARCH 23, 2022
I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg. He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. At the top of the list was being on time. . I’ve seen lists like this before. They include being on time, having a good work ethic and a positive attitude, doing more than expected, and more. .
PeopleMetrics
MARCH 25, 2022
Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? How do they work?
Bill Quiseng
MARCH 23, 2022
“People need to be reminded more often than they need to be instructed.” Samuel Johnson. In the 1980s TV police drama series, Sgt. Phil Esterhaus, portrayed by Michael Conrad, cautioned his officers at the end of roll call with “Let’s be careful out there” When I was GM at The Henry Dearborn-Autograph Collection, Dearborn, MI, one of our senior sales managers ended their daily morning stand-up meeting with “Let’s be safe out there” But I told them
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.
CSM Magazine
MARCH 24, 2022
In retail, the customer is king. It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. For retail business, the customer journey extends far beyond the initial sales engagement.
Zeisler Consulting
MARCH 23, 2022
I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to make it more so for us. My original comment was that, gee, it’s interesting, it seems, that every hassle I go through somehow or another always ends up benefitting them (by, for example, making their marketing to me more streamlined…again, for them ).
Kustomer
MARCH 24, 2022
The future. It can be a mysterious thing. If the past is any indication, our whole worlds can be turned upside down in the blink of an eye. It wouldn’t be an exaggeration to say that change has been happening at hyperspeed over the past two years, and these developments have made it clear that preparing now for the future of CX is essential for business success.
Bill Quiseng
MARCH 24, 2022
“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters. Customers are paying for their experience, not your product or service. They buy with emotion and justify that decision with reason. And customers seek the best emotional value for their experience, not your logical best price.
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.
Daniel Group
MARCH 23, 2022
Three Tips to Fire Up Your Customers to be Your Best Sales Force! At The Daniel Group, we are learning more and more about referral activity in the B2B world, and we now have three tips to help you increase your referral activity and fire up your customers to become your best sales force. My own Google research revealed that there are about 25 times more resources to “fire up your B2B sales force” (3.2 billion results) than there are for getting “getting referrals in B2B sales&
Zeisler Consulting
MARCH 23, 2022
I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to make it more so for us. My original comment was that, gee, it’s interesting, it seems, that every hassle I go through somehow or another always ends up benefitting them (by, for example, making their marketing to me more streamlined…again, for them ).
DemandJump
MARCH 25, 2022
Out of the over 1.8 billion websites floating around cyberspace, a whopping 90% get zero traffic. With 88% of shoppers beginning their buying process online, being invisible on the internet lets your competitors get their business before you even have a chance.
Totango
MARCH 25, 2022
Does this sound familiar to you? Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. You may prefer using sticky notes, while another team member likes slide decks and yet another prefers digital mapping tools. After you finally decide on which medium to use and manually map out your journey, then you each use a different tool to run campaigns and tasks. .
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
The DiJulius Group
MARCH 22, 2022
Several months ago, KeyBank has been focusing on delivering an excellent customer experience, improving their customer satisfaction rate, and minimizing customer churn rates – made changes to the ATM software which allowed clients the freedom to choose their bill denominations. Historically, ATMs only provided twenty-dollar bills, regardless of the amount of the withdrawal.
My Customer
MARCH 24, 2022
TWhen it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. These are real people. 24th Mar 2022. By BlueOceanContactCenters.
DemandJump
MARCH 25, 2022
Are you unsure how to use SEO to your advantage? Don’t worry! The answer to your SEO woes is the SEO pillar strategy. This strategy is built from several components, like short and long-form pieces, to help you use high-ranking keywords to your advantage.
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