InMoment XI

AUGUST 31, 2023

This year’s edition of the XI Forum Europe is making a triumphant return, promising an even more exceptional experience. Here are five reasons why you should save your spot today: Reason #1: Embrace ‘Integrated CX’ for Your Brand Ever heard of integrated CX?

Conference 260

Conference Banking ROI Customer Voice 260

InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. Hopefully, your business has more than one customer.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

InMoment XI

APRIL 5, 2024

Creating and executing the perfect survey that avoids obtaining misleading feedback can be tricky business. It doesn’t matter if it’s intentional or accidental—if humans are inaccurately reporting on their experiences, this false information can negatively affect the data gathered from your survey. What is Response Bias?

Feedback 260

Feedback How To Survey Exercises 260

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! Zohorik and Roland T.

Customer Service Training 140

Customer Service Training Customers Customer Service Study 140

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. If this describes your organization, I hope you know how fortunate you are. Without action , customer experience becomes a nice platitude, but not a path to greater success. Your CEO wants the organization to succeed.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

How To 628

How To Automotive Competitive Advantage Customer Service Training 628

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. your CX foundations. What Is Customer Experience? It sounds like a lot of work, because it is.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. More referrals?

Feedback 380

Feedback Customers Loyalty Resources 380

Experience Investigators by 360Connext

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Comm100

SEPTEMBER 25, 2021

Live chat is a feature seen on almost every website, and in every field – anything from retail to more complex software. Companies with live chat are able to offer a seamless customer experience on their website. It cuts down on hold time and allows customers to get help ASAP, which is essential for brand loyalty and respect.

Software 196

Software e-support Healthcare Sales 196

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. and commitment to sustainable business practices improvements are unparalleled.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Steve DiGioia

MARCH 9, 2020

It’s a tried and true method to improve your customer service. Sure, each business is different and with specific challenges to be addressed, so the important thing is that you start finding tactics that can make a difference in your business and put them to use right away. Good question. Policies and Procedures.

Policies 310

Policies Competitive Advantage User Experience Comparison 310

Innovative CX

MAY 7, 2024

There’s been plenty written about how to improve your customer experience. For nearly ten years, I’ve been talking about how the colleague experience is about how we interact with one another to achieve an improved experience for our customers. Everyone is dependent on the other to deliver on our customer commitments.

Engagement 52

Engagement Effort Score Metrics Customer Service Representative 52

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. And, as a Birdeye survey points out, about 92% of people read at least two reviews before choosing a business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business.

Strategy 113

Strategy Management Social Media Brands 113

Beyond Philosophy

MAY 2, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. Many people think that customers who buy over and over are loyal.

Loyalty 78

Loyalty Sports Travel Financial 78

Team Support

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. Bottom line: Know your customer better than they know themselves.

Omni-Channel 108

Omni-Channel Social Media Training Feedback 108

Integrity Solutions

APRIL 19, 2024

It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us. Put another way, personalization is the opposite of operating from scripts and responding with cookie-cutter answers.

Sales 107

Sales Loyalty Communication Contact Center 107

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. A day in the life of a Millennial. Sounds exhausting?

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

BirdEye

NOVEMBER 28, 2023

This statistic shows that your customers are looking for you online. In the highly competitive food industry, you can’t afford to stick your head in the sand and hope everything will work out. You must monitor what your customers say about you, respond to their remarks, and use their feedback to improve.

Tips 107

Tips Management Social Media Feedback 107

BirdEye

SEPTEMBER 8, 2023

In the digital finance age, your online reputation is as valuable as your investment portfolio. One wrong move, or even a false allegation, can significantly impact your business. Ever since they started using Birdeye’s all-in-one platform, it boosted its online presence and increased its customer base.

Financial 104

Financial Tips Management Social Media 104

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? When you express gratitude towards your customers, it triggers a positive psychological response.

Feedback 149

Feedback Effort Score Social Media Customer Satisfaction 149

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are eight different ways to streamline your customer support. I like them all.

Customer Service 154

Customer Service Net Promoter Score Self Service Knowledge Base 154

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Recognize that customer emotions apply. Manage different customers differently.

Customer Experience 155

Customer Experience Management B2B B2C 155

BirdEye

OCTOBER 3, 2023

What do you do when someone leaves a negative review of your business online? However, according to customer experience expert Jay Baer, these reactions will only backfire. Baer is the author of the bestselling book “Hug Your Haters” and has consulted with over 700 major brands on improving customer experience.

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

Beyond Philosophy

MARCH 28, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” There is no silver bullet solution for improving Customer Experience.

CRM 78

CRM eBook Hotels Exercises 78

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision). Why does this drive growth?

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. It should be among your key strategies and always part of your playbook. How Do You Identify Top Customer Service Talent?

Contact Center 88

Contact Center Gamification Measurement Training 88

BirdEye

FEBRUARY 15, 2024

In today’s world, where every online chatter can become a shout across the digital universe, understanding the current trend of online reviews is crucial for businesses aiming high. Birdeye’s vast network, encompassing over 150,000 businesses and a treasure trove of millions of reviews, offers a rich data set to discern these trends.

Automotive 109

Automotive Healthcare Hospitality Retail 109

Beyond Philosophy

MARCH 21, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sometimes, things go wrong despite your best efforts. So, it’s not a matter of if but when regarding a customer crisis. This situation happens everywhere.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. It might be that bottle or package that requires a hack saw and a blow torch to open, or it might be that service that offers way too many steps to reach your desired outcome. Little improvements can add up to big wins.

Customer Service 156

Customer Service Guest Experience Loyalty Programs Hospitality 156