InMoment XI

JANUARY 19, 2024

Whether it’s reducing your cost to acquire a customer, decreasing your churn rate, or anything in between. Your business can use analytics to drive success and improve customer experiences. What is the Primary Goal of Prescriptive Analytics? What is Prescriptive Analytics?

Analytics 260

Analytics Course Retail Resources 260

InMoment XI

FEBRUARY 22, 2022

I’m Siobhan May Jones, one of InMoment’s Customer Success Directors, and over my career, I’ve seen this transition up close. It has taken years of discipline to rewire my brain from manual work to working with experts and tools to achieve the right goal. Your text analytics software should have these four features: Scalability.

Analytics 493

Analytics Software Tips eBook 493

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Healthcare 596

Healthcare Culture Travel ROI 596

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging? Get real about goals.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

InMoment XI

MARCH 10, 2022

We’re hopefully turning the page on a pandemic, but steep inflation and unrest both at home and abroad are making many customers nervous about what’s around the corner. Today’s discussion focuses on achieving that start and ensuring that your CX program will bring you business value that helps you stay ahead of the competition.

How To 493

How To Social Media Survey Data 493

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? There are various CX maturity models, but they share some common characteristics.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customers were able to pick out their produce again at the grocery store. That’s where customer experience leaders can lean in and really lead in this new year. What expectations can be reset for customers, and how?

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer. But what are they, really?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Experience Investigators by 360Connext

DECEMBER 8, 2020

Any time changes demand you assess and adjust your goals, strategy, and tactics. In these moments, we typically ask questions like: What goals did we meet? What goals did we miss? What are our goals for next year? Comedian Robyn Schall discovered her 2020 goals and created a viral video of why they were now hilarious.

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. Customer experience will happen whether or not you talk about. of customer experience. 15 Tips to Help You Communicate About Customer Experience 1.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program? of the changes you propose.

Brands 215

Brands Customer Experience Customer Journeys Net Promoter Score 215

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter? What are Our CX Goals & Objectives?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Experience Investigators by 360Connext

AUGUST 19, 2020

You’ve heard of SMART goals… But what about SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful. I call it a SMIRC goal. What is a SMIRC Goal? Measurable.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

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. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Feedback 367

Feedback Customer Journeys Net Promoter Score NPS 367

Experience Investigators by 360Connext

AUGUST 29, 2023

”I love how you discuss the difference between customer service and customer experience. I work with people who really believe they understand customer service so there’s nothing to worry about. How do I get them to see that we should focus on customer experience, not just customer service?”

Customer Experience 143

Customer Experience Customer Service Customers Resources 143

Comm100

FEBRUARY 6, 2024

Gamification makes learning more fun and helps students pay attention better. The effectiveness of gamification lies in its ability to tap into basic human desires for achievement and recognition. It also allows for a diverse range of achievements to be recognized, catering to different student strengths and interests.

Gamification 100

Gamification Engagement System Feedback 100

Customer Bliss

FEBRUARY 18, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. ” What’s interesting about the companies that earn a place in the hearts, the minds and the long term memory of their customers, is that it’s not just what they do or what they sell, but how they do it.

Chief Customer Officer 248

Chief Customer Officer Video Customer relationships Course 248

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. This, in turn, leads to higher customer retention and increased profitability for the business. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center How To Call Center Gamification 78

Totango

SEPTEMBER 6, 2022

A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time. What Is a QBR?

Meeting 105

Meeting Comparison Guidelines Analysis 105

BirdEye

MAY 3, 2023

Instead, you would break down your goal into smaller pieces, such as shorter distances and cross-training. In the same way, achieving critical business outcomes requires a series of short-term goals that build upon each other. Marketing objectives are actions that’ll help you achieve your marketing goals.

Strategy 98

Strategy Marketing Social Media Net Promoter Score 98

Playvox

JANUARY 30, 2024

Gamification is a strategy that drives motivation and engagement and creates a culture where employees continuously work to achieve the organization’s business objectives and, in turn, get rewarded and recognized. Gamification offers benefits to agents while helping contact center leaders meet business objectives.

Gamification 79

Gamification Contact Center Training Feedback 79

CSM Magazine

AUGUST 15, 2017

Banks continue to report that enhancing customer service is their number one priority. Dan Weis, Mobile Product Leader at NCR Corporation explains how a feature-rich app can help accomplish this goal. So, have apps leveled the customer service playing field in retail finance? It even has an Apple Watch offering.

Banking 37

Banking Omni-Channel Customer Service Social Media 37

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. What Is a Customer Success Plan? How Do You Use a Customer Success Plan?

Customer Success 127

Customer Success Chatbots Measurement Customers 127

Team Support

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

ROI 52

ROI Self Service Customer Service Return on Investment 52

Team Support

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

ROI 52

ROI Self Service Customer Service Return on Investment 52

Clarivate

DECEMBER 27, 2023

At Clarivate we put sustainability at the heart of our business goals. Our sustainability report is full of real-life examples of how we help our customers, colleagues and communities, with transparent, data-driven results and real insights on where we need to focus moving forward. This is just one example.

Government 105

Government Innovation Knowledge Base Culture 105

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

Software 111

Software Customer Success Innovation Report 111

ShepHyken

FEBRUARY 26, 2024

What is the chief repeating officer, and how do they contribute to improving customer experience? Top Takeaways: A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business. It’s all about understanding the problem and outcomes your customers are trying to achieve.”

Leadership 94

Leadership Communication Strategy Customer Experience 94

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. Failing to invest in customer care risks customers seeking it elsewhere.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Customer Success Strategy Industry 106

Integrity Solutions

JUNE 13, 2023

It would follow, then, that increasing coaching effectiveness is one (major) tool in the toolbox to help solve these problems. People have to identify and own their goals personally in order to truly commit to them. They also help the employee connect their personal goals more clearly with their professional ones.

Employee Engagement 86

Employee Engagement Culture Engagement Management 86

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core . Driving Expansion .

Strategy 111

Strategy Metrics Customers Consumers 111

Retently

NOVEMBER 27, 2023

Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different. Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Heart of the Customer

JULY 24, 2023

Partnering with Heart of the Customer, the leading customer experience consulting firm, offers numerous competitive advantages for your organization. At Heart of the […] The post The Competitive Advantages to Partnering with Heart of the Customer appeared first on Heart of the Customer.

Competitive Advantage 78

Competitive Advantage Roadmap Customer Journeys Financial 78

Magellan Solutions

SEPTEMBER 18, 2023

When they work together, they can attract and keep customers, which is great for your organization’s success and making money. The primary goal of telesales is to secure a purchase during the call. This is achieved through well-prepared agents guiding customers toward a decision. Personalized Approach.

Strategy 98

Strategy Sales Training Call Center 98