InMoment XI

JANUARY 18, 2022

It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. But keeping up with quickly evolving employee and customer expectations is easier said than done. This is where InMoment’s newest report comes in.

Trends 493

Trends Measurement Customer Experience Entertainment 493

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset. A strategy. A business discipline. Customer experience is more than one area, product, service or person.

How To 378

How To Customer Journeys Culture Training 378

Comm100

JANUARY 18, 2022

Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement. After all, how do you know if a 20 second average wait time is good, if you don’t know what competitors in your industry are achieving? This year we’ve analyzed over 36 million chats and broken it all down by industry and team size, offering exclusive data on chat duration, CSAT, volume, and much more.

Metrics 130

Metrics Data Wait Times Customer Satisfaction 130

Steve DiGioia

JANUARY 17, 2022

There are 2 kinds of people. One never asks for directions. One always asks for directions (or at least is not hesitant to ask). In a past Tips on Thursday newsletter , I wrote about taking the initiative, finding your own course of action, and making a decision based on experience, availability, practicality, etc. This mindset seems to match those who never ask for directions because they can make their own decisions.

Guidelines 291

Guidelines Examples Tips Course 291

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

InMoment XI

JANUARY 20, 2022

When it comes to collecting feedback, of course we want to hear what our actual customers have to say about their experience. But, what about those individuals who have yet to make a purchase? Without a transaction, these non-purchasers won’t receive an invitation to take a survey—but, their experience is just as important to listen to and understand.

Feedback 260

Feedback Retail Course Connections 260

Alida

JANUARY 18, 2022

Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base.

Customer Engagement 246

Customer Engagement Engagement Feedback Customer Base 246

C3Centricity

JANUARY 17, 2022

Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation. At times like these I find it useful to motivate with some inspiring quotes from people much wiser than I. If you are looking for ways to motivate and inspire your own team, then I am sure you too will enjoy these.

Marketing 228

Marketing Comparison Innovation Strategy 228

Comm100

JANUARY 20, 2022

The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence. According to research by McKinsey , “most Gen Z consumers don’t even think in terms of traditional channel boundaries… and they increasingly evaluate brands and retailers on the seamlessness of their experience.” To provide this experience, brands must adopt an omnichannel platform that connects every key channel and the conversations and data within them.

Omni-Channel 207

Omni-Channel Customer Engagement Engagement Chatbots 207

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. In 2022, the RFP process holds even greater weight. But it’s also a process that has evolved in the wake of the pandemic. Are you dreading it? Let us lighten the burden. Here are a few things to consider before you dive in.

Contact Center 156

Contact Center Customer Care Infographics Sports 156

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Alida

JANUARY 17, 2022

When it comes to product design, there’s a preconceived notion that the best thing to do is design for one type of person — the most average consumer.

Consumers 246

Consumers 246

Customer Bliss

JANUARY 20, 2022

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. So it may be surprising that a bank that started in the late 1980s is leading the way in the UK. But their holistic approach to being there for customers is a winning strategy, no matter the decade. First Direct Bank began in October 1989 (a tough time to start a bank, right?

Case Study 148

Case Study Banking Study Hospitality 148

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS).

Healthcare 147

Healthcare Net Promoter Score Call Flow Self Service 147

Heart of the Customer

JANUARY 20, 2022

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot. We believe, with the right systems in place, that individual frontline workers can […]. The post A Journey of One: The Future of CX appeared first on Heart of the Customer.

Training 148

Training System Engagement Customer Experience 148

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Tune in to learn more! Creating Loyalty that Lasts. So many CX leaders are dead set on impressing their customers but Jon urges them to go one step further and create a customer relationship where they’re utterly obsessed with your s

How To 143

How To ROI Study Customers 143

ShepHyken

JANUARY 19, 2022

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business? I receive surprise appreciation gifts from clients. I’m enjoying a box of chocolates a client sent as I create this post.

Transportation 128

Transportation Customer Service Training Course Customer Service 128

Uniphore

JANUARY 21, 2022

Few industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences. According to the National Center for Biotechnology Information (NCBI), between $100 and $300 billion of avoidable health care costs have been attributed to nonadherence in the U.S. annually, representing 3 to 10 percent of total U.S. healthcare cos

Healthcare 147

Healthcare Analytics Self Service Consumers 147

dscout People Nerds

JANUARY 19, 2022

Though created to protect participants, company Institutional Review Boards can do more harm than good. But by making them less formal, both participants and researchers can benefit.

Company 132

Company 132

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. Published on: January 17, 2022. Author: Pauline Ashenden - Demand Generation Manager With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights.

Analytics 127

Analytics Data Customer Service Trends 127

Interactions

JANUARY 20, 2022

The holidays have ended and now it’s time to pay off those bills. For most people it’s all part of the season of giving. However, for some debt-ridden consumers, this time of year serves as a glaring reminder of their obligations. Many use the New Year as a starting point to try to make amends, and make a resolution to pay off their debts or make arrangements to reduce them.

Brands 125

Brands Virtual Agent Consumers Retail 125

Alliance by IFS

JANUARY 20, 2022

Cimcorp Group is a manufacturer and integrator of intralogistics automation whose intelligent solutions have brought peace of mind to warehouses. The post Cimcorp’s IT Strategy for Working Smarter with IFS Cloud appeared first on IFS Blog.

Strategy 123

Strategy Groups Innovation Customer Engagement 123

Myra Golden

JANUARY 21, 2022

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? 6:41 What are some warning signs that a call will be escalated? 11:38 How do I make soft sales when my customers are angry over a billing issue?

Sales 126

Sales Customer Experience Design Customers Customer Experience 126

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

Merkle

JANUARY 18, 2022

Marketing technology spending has been on the rise for years. The global pandemic has only accelerated that trend as brands race to deliver more sophisticated customer experiences fueled by digital transformation. With the stakes high and the landscape so complex, organizations must ensure they are making wise tech investments.

Brands 116

Brands How To Trends Technology 116

Interactions

JANUARY 20, 2022

The holidays have ended and now it’s time to pay off those bills. For most people it’s all part of the season of giving. However, for some debt-ridden consumers, this time of year serves as a glaring reminder of their obligations. Many use the New Year as a starting point to try to make amends, and make a resolution to pay off their debts or make arrangements to reduce them.

Brands 118

Brands Virtual Agent Consumers Retail 118

Zeisler Consulting

JANUARY 19, 2022

Last week I wrote about an interaction I had with a large well-known brand that provides services for homeowners. It was a cautionary tale about how challenging it is to actually communicate with some brands. A brief overview of that instance: At home, we had a service provider with which we’d had a pretty mundane failure, and they fixed us up right away.

System 93

System Brands Feedback Customer Centricity 93

Kate Nasser

JANUARY 16, 2022

Use this people skills technique from Kate Nasser, The People Skills Coach™, Author, Leading Morale, to use less bluntness & still be honest. Important in leadership, teamwork, sales, employee engagement, leading morale, and yes in your personal life too! The post People Skills Technique to Be Less Blunt Still Honest | #PeopleSkills #Bluntness appeared first on KateNasser.com.

Employee Engagement 111

Employee Engagement Leadership Sales Engagement 111

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. In this article, we’ll take a look at some of the basic skills required to be successful as a CSM and break down three key areas to focus on to help you land that dream role.

Tips 104

Tips Customer Success Management Social Media 104

Merkle

JANUARY 21, 2022

In every industry, the transaction or conversion is the moment of truth. Everything you do as a marketer before and after exists to support and drive consumers toward a purchase – and then come back for more. But that doesn’t mean the transaction reigns supreme, because consumers are the true heart of commerce. If you develop strategies dedicated to brand experiences, the conversions will come.

Consumers 105

Consumers Brands Industry Strategy 105

The DiJulius Group

JANUARY 17, 2022

It is not too late to create your Customer Experience theme for 2022 that you can rally your entire organization around. Here are some excellent suggestions to get you started brainstorming: 1. CX Strong The companies that will dominate the next decade will be the ones obsessed with evolving the experience they provide to both. Read Full Article. The post 4 Potential CX Themes for 2022 Your Best Year Ever appeared first on The DiJulius Group.

Groups 105

Groups Customer Experience Company Training 105