InMoment XI

JULY 12, 2022

It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. We’ll also discuss how best to use data to recognize employees for excelling at the executing moments that matter to customers.

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 1: Leveraging Customer Feedback in Operations.

Feedback 492

Feedback Culture eBook Training 492

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever, too. Revolutionary even.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

InMoment XI

MARCH 26, 2024

Reviews are also an important source of valuable feedback about your products, services, and overall customer experience. Why Ask Customers for Reviews? When you deliver experiences that customers love, they won’t hesitate to vouch for you. Learning how to request a review is a great way to perform customer outreach.

Examples 260

Examples Brands Strategy How To 260

InMoment XI

AUGUST 3, 2022

Today’s conversation briefly touches on how employee experience (EX) programs can help you navigate employee challenges big and small, how EX initiatives interconnect with customer experience (CX) and how all of this can lead to meaningful Experience Improvement! How We Got Here. The Rundown on Employee Experience.

Employee Experience 557

Employee Experience Brands Roadmap Culture 557

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Our customers’ time is precious, and we must respect it.

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

InMoment XI

MARCH 7, 2023

Marina is a people-focused, data-informed professional with a passion for customer-centric marketing. Q: How did you get the NZAA Voice of Customer Program off the ground and what were the bumps on the way? Welcome back to the XI Café Podcast! A: The team leveraged all their skill sets and adapted as they progressed.

Customer Journeys 260

Customer Journeys Engagement Customer Centricity Metrics 260

InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data.

Analytics 488

Analytics Customer Insights Data Social Media 488

ShepHyken

MARCH 11, 2024

How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? Why should organizations prioritize creating special and unforgettable experiences for their customers?

Customer Experience 147

Customer Experience Entertainment Loyalty Customer Centricity 147

ShepHyken

MARCH 12, 2024

The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? What are the adjectives that customers use to describe you? Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr.

Advertising 148

Advertising Customer Service Training Interaction Customer Experience 148

ECXO

MARCH 10, 2024

Celebrating Remarkable Women: ECXO’s Tribute on International Women’s Day Last week, as the world celebrated International Women’s Day, the European Customer Experience Organization (ECXO) proudly honored and saluted remarkable women across the globe. Check out the amazing female leaders recognized by ECXO.org below.

Connections 124

Connections Leadership Innovation Customer Experience 124

ShepHyken

APRIL 16, 2024

Within moments, an airport employee came over with a bucket and mop to clean up the spill. While this applies to any job in any type of company, I want to emphasize the importance of thinking this way as it applies to the customer experience. I love seeing amazement in action. In that chapter, I quoted Dr. Martin Luther King Jr.,

Hotels 142

Hotels Customer Service Training Customer Service Training 142

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 208

Competitive Advantage Customer Experience Net Promoter Score Effort Score 208

Bill Quiseng

FEBRUARY 21, 2024

Customer loyalty is not one BIG WOW to a customer. Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. And when you consistently deliver a little wow, you transform an average, satisfactory customer experience into a positively WOW Experience.

B2C 88

B2C B2B Hospitality Social Media 88

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

Innovation 111

Innovation Connections Analytics Touchpoint 111

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. of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. We were talking about how to turn Moments of Misery™ into Moments of Magic ™. Uninformed customers – in this story, passengers – who know or feel something is wrong could become frustrated. Be quick and be honest.

Communication 88

Communication Airlines Customer Service Training Leadership 88

ShepHyken

JULY 31, 2023

Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. Understanding and predicting customer needs are key to effective customer engagement. Customer interaction often spans multiple departments or silos within a company.

Interaction 118

Interaction Chatbots Knowledge Base Contact Center 118

Kustomer

MARCH 28, 2024

For Kustomer, that symbol has always been more than just a logo; it’s a statement, a promise, a commitment to excellence in customer service. This isn’t just a redesign; it’s a reimagining of what our brand stands for, reflecting our unwavering dedication to transforming customer experiences.

Exceptional Customer Service 95

Exceptional Customer Service Innovation Connections Interaction 95

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. Also, since you know that memories are connected, stories give the information you need to remember a lot more connections to other memories. That’s a part of the storytelling that creates emotional connections with a brand. A story can help here.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

Customer Bliss

JUNE 9, 2021

Both customer and company are better off because they are in each other’s lives. By sharing information about their products and pricing, and by openly transferring knowledge to customers they prove they want to do what’s best for them. As a result, they are earning customer raves and growth. Ernest Hemingway.

Leadership 288

Leadership Hospitality Customer relationships Company 288

Experience Investigators by 360Connext

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback. All good so far, right?

Customer Journeys 361

Customer Journeys Social Media Feedback Survey 361

Beyond Philosophy

MAY 6, 2023

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. In a recent podcast with Customer Experience pioneer Joe Pine, we explored the idea of time well spent. To remedy this giant hole in our content, we recorded this podcast.

Customer Engagement 147

Customer Engagement Engagement How To Fashion 147

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. Totango’s integration process is simple and secure. Totango’s integration process is simple and secure.

Touchpoint 102

Touchpoint Connections Interaction Data 102

CX Journey

FEBRUARY 22, 2017

Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. How do you achieve relationship status with your customers? The connection is gone.

Customer relationships 221

Customer relationships B2B Guidelines Report 221

ShepHyken

AUGUST 28, 2023

Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty. They break through the clutter of digital communication and create a meaningful connection with customers and clients.

Customer Experience 69

Customer Experience Customer Journeys Insurance Loyalty 69

Comm100

MAY 4, 2023

However, there is one factor that can be lost within digital banking which many customers still long for. Real time communication Live chat lets banks communicate with customers in real-time, providing immediate assistance and support. Personal, human interactions. This is where live chat comes in. Live chat can be very personal.

Banking 130

Banking Customer Experience Multi-Channel Video 130

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. You have been happy that your customers leave satisfied. Satisfied customers feel their experience is good, not better, just average. And satisfied customers will leave when they find an experience that is better or a price that is less expensive.

Loyalty 134

Loyalty B2C Hotels B2B 134

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. What I observed wasn’t a steadfast commitment from their customers; rather, it appeared to be inertia. They can articulate why they prefer your offering.

Loyalty 88

Loyalty Airlines Consulting Financial 88

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Okay, that makes sense.

Survey 93

Survey Meeting Video Feedback 93

Experience Investigators by 360Connext

JANUARY 14, 2020

Emotions drive decisions for learners and customers alike. They must emotionally connect to the content to prioritize learning on a personal level. Customers also make decisions based on emotions. New technology will help us react to learner’s emotions in the moment. The opportunities here are exciting.

Course 244

Course Training Technology Brands 244

Beyond Philosophy

FEBRUARY 9, 2024

Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. Numerous organizations struggle with eliciting specific emotions in their customers. In this episode, we dive deeper into the step-by-step process of evoking specific customer emotions. Bob isn’t alone.

Connections 88

Connections Loyalty Brands How To 88

Experience Investigators by 360Connext

MARCH 30, 2021

All day long we’re interacting — with each other, with technology, with devices — and those small moments of interaction actually affect the rest of our day. What happens if you don’t pay attention to the details of the experiences customers are having with your brand? I want you to sweat the small stuff.

Customer Journeys 251

Customer Journeys Examples Brands Interaction 251

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s what our customers say. They should learn firsthand what it’s like to be a customer.

Customer Service 140

Customer Service Customer Centricity Customer Service Training Survey 140

Interactions

APRIL 26, 2024

And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. That customer could be calling any business. In today’s busy, crowded world, good experiences drive loyalty.

Interaction 62

Interaction Strategy Self Service Technology 62