InMoment XI

AUGUST 9, 2022

You have possibly come across this phenomenon in your customer surveying experiences. Asking the right question to get responses from customers is crucial to making surveys a valuable tool. Read on to learn more about the different types of customer survey questions and what questions can help you get the most valuable feedback.

Survey 493

Survey Feedback Effort Score Net Promoter Score 493

Maru Group

JANUARY 31, 2023

Extracting the correct employee insights that drive great experiences and engagement can make a real difference to metrics such as staff loyalty and retention. The results also indicate the top-rated items for increasing satisfaction are pay increases, professional development opportunities, and better relationships with immediate managers.

Employee Experience 70

Employee Experience Social Media Survey Measurement 70

Magellan Solutions

JULY 13, 2023

This process involves nurturing prospects through social media marketing, gamification, whitepapers, online courses, or other lead generation strategies. All these allow you to entice your customers to choose your business over your competitors. This will enable you to turn them into paying customers.

Tools 98

Tools Effort Score Social Media Gamification 98

CX Journey

JANUARY 4, 2017

Image courtesy of GMC Software How do you know you're achieving customer experience excellence? Back in November, I wrote a post about a whitepaper I penned for GMC Software on how the worlds of customer communications management (CCM) and customer experience collide, without question.

eBook 127

eBook Software Communication Customer Journeys 127

Vonage

MAY 13, 2019

And just like in December of 2019, we brought together a group of thought leaders to exchange ideas over a breakfast about customer service in the context of inherently connected and demanding customers. Per Walker Study , by year 2020, customer experience will overtake price and product as the key brand differentiator.

Omni-Channel 210

Omni-Channel Policies Communication Employee Engagement 210

Calabrio

APRIL 13, 2017

Timely insights about customer behavior. Better understanding of what your customers experience. More loyal customers. Yet multichannel customer engagement and the associated analytics are must-haves if you want to truly understand (and optimize) the holistic customer experience. Sounds great, right?

Contact Center 113

Contact Center Analytics Case Study ROI 113

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Half of consumers move on after poor customer service.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Alliance by IFS

JANUARY 10, 2019

Read Astea’s whitepaper on machine learning and artificial intelligence and how it will impact the field service management industry. According to a recent survey of customer experience management leaders by Aberdeen, only 14% of their organizations were currently using machine learning and only 9% were using AI.

Management 94

Management Employee Engagement Contact Center Technology 94

Alliance by IFS

MAY 28, 2019

The Right Field Service Management Solution Yields Long-Term, Recurring ROI. To achieve it, you have to boost customer retention , attract new customers, and/or offer new products and services. Personalizing service delivery through greater digital engagement with customers. Faster, More Accurate Billing.

Software 92

Software Management Self Service Customer Retention 92

Calabrio

APRIL 13, 2017

Timely insights about customer behavior. Better understanding of what your customers experience. More loyal customers. Yet multichannel customer engagement and the associated analytics are must-haves if you want to truly understand (and optimize) the holistic customer experience. Sounds great, right?

Contact Center 100

Contact Center Analytics Case Study ROI 100

Calabrio

APRIL 13, 2017

Timely insights about customer behavior. Better understanding of what your customers experience. More loyal customers. Yet multichannel customer engagement and the associated analytics are must-haves if you want to truly understand (and optimize) the holistic customer experience. Sounds great, right?

Contact Center 100

Contact Center Analytics Case Study ROI 100

CSM Magazine

OCTOBER 5, 2023

In light of National Customer Service Week (2-6 October), a new study has revealed that one in five Brits wastes up to 12 hours a year waiting to be served when eating out. Nearly a third admit that the cost-of-living crisis has made them less tolerant of poor customer service.

Customer Service 59

Customer Service Self Service Poor Customer Service Hospitality 59

AWS Machine Learning

DECEMBER 5, 2023

At the same time, enterprise security, compliance, data management, and information offices are apprehensive of exposing or leaking plain text customer information or other regulated data outside of the enterprise. AWS and Protopia AI are partnering to deliver the critical component that solves this common enterprise customer need.

Data 99

Data Training Financial Examples 99

Vonage

OCTOBER 2, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture A few words can make a big difference.

Culture 174

Culture Hotels Customer Service Hospitality 174

Lumoa

MAY 19, 2020

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion.

How To 259

How To Multi-Channel Return on Investment Strategy 259

Interactions

APRIL 19, 2023

There is no question that customer trust drives brand loyalty, engagement, exclusivity, and building lasting customer relationships. But how do we gain and nurture customer trust, and what are the consequences of losing it? Edelman ) 71% of customers will bail on you if they lose trust. ( Three o’clock: Confidence.

Loyalty 62

Loyalty Fashion Healthcare Contact Center 62

Optimove

DECEMBER 25, 2023

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: Today’s hyper-connected customers interact with brands through a dizzying myriad of channels, from websites and email to mobile phones and social media. Download Now >> Why Is Customer Journey Orchestration Important?

Customer Journeys 59

Customer Journeys Customer Experience Touchpoint Effort Score 59

Alliance by IFS

JUNE 27, 2019

A recent Aberdeen whitepaper State of Service 2019: Mobile Technologies Drive Field Success explores how customers, field technicians and the rest of your organization is impacted by the following industry changes. But perhaps the most important benefit is the improvement in customer experience it can provide.

Exceptional Customer Service 86

Exceptional Customer Service Technology Connections Analytics 86

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Queue management includes hold music or comfort messages.

Call Flow 106

Call Flow Customer Experience Contact Center Call Center 106

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture. Make it so and you will grow.

Culture 174

Culture Customer Service Hotels Hospitality 174

Alliance by IFS

JUNE 6, 2019

Customers no longer expect effective service – they demand next-level capabilities that provide convenience and business intelligence on the value they are receiving. Service organizations are now faced with the challenge of future-proofing their operations to keep up with the rapidly evolving customer demands and technologies.

Self Service 88

Self Service Software System Technology 88

Alliance by IFS

APRIL 25, 2019

See how a field service management solution can provide a long-term, recurring return on investment for your organization. This means increasing the number of new customers, service contracts signed, and/or offering new products and services. ” – Astea customer. Growing Top-Line Revenue with Field Service Software.

Software 92

Software Return on Investment Self Service ROI 92

Vonage

MAY 1, 2018

Salesforce wrapped up another successful World Tour New York last week, as more than 12,000 attendees came together for a day of education and inspiration designed to empower them to connect to their customers in new ways. And with Salesforce’s recent acquisition of MuleSoft , it has now become the most integrated platform.

Banking 120

Banking Contact Center Customer Relationship Management Connections 120

Alliance by IFS

JANUARY 10, 2019

Read Astea’s whitepaper on machine learning and artificial intelligence and how it will impact the field service management industry. According to a recent survey of customer experience management leaders by Aberdeen, only 14% of their organizations were currently using machine learning and only 9% were using AI.

Management 62

Management Employee Engagement Contact Center Technology 62

Vonage

OCTOBER 2, 2017

When organizations experiment with eliminating silos — holacracy, for example — it’s often riddled with problems. Silos and CX Some claim “silos are ruining customer experience,” and that certainly can be true. Those disconnects come out to the customer. Silos will be around. What does that mean for CX?

Customer Experience 120

Customer Experience Customer Journeys Leadership Customers 120

ChurnZero

JANUARY 18, 2023

Customer Success newsletters are a great way to stay on top of industry trends and strategies, get tips and tricks to improve day-to-day operations, and even find networking opportunities and events, without having to do all the digging for information across the web to determine what information is valuable and what is not.

Customer Success 52

Customer Success Tips Resources Trends 52

Circular Edge

DECEMBER 1, 2022

This week kicked off with InFocus 2022 and the official announcement of E1 Release 23 , delivering innovation that enables customers to automate , optimize and transform their business processes. Capabilities Whitepaper will soon be available including all tools, features & technologies within 9.2 User Experience.

Self Service 52

Self Service Roadmap Tools Resources 52

Circular Edge

DECEMBER 8, 2021

but also enhancements in the areas of digital transformation , system automation , platform and ERP that enable customers to further automate, optimize and transform their businesses. Capabilities Whitepaper is available which highlights all tools, features & technologies within 9.2 Continuous Innovation with JD Edwards.

Resources 52

Resources Self Service Consulting Innovation 52

Vonage

JULY 27, 2017

When organizations experiment with eliminating silos — holacracy, for example — it’s often riddled with problems. . Some claim “silos are ruining customer experience,” and that certainly can be true. Those disconnects come out to the customer. Silos will be around. What does that mean for CX? Silos and CX.

Customer Experience 120

Customer Experience Customer Journeys Leadership Customers 120

Vonage

JULY 11, 2018

Here are seven simple customer service tips you can go use right now. Write a short thank you letter to yourself from an imaginary customer. 3. Try to receive customer feedback that matches your letter. We know a little small talk can help put customers at ease, but many of us are not natural conversationalists.

Tips 216

Tips Customer Service Sports Exercises 216

CX Journey

NOVEMBER 30, 2016

Image courtesy of GMC Software What are you doing to bring your customer communications into the 21st century and into alignment with customer expectations? Communication is important in any relationship, and it's no less important in the relationship that you have with your customers. Trust keeps customers coming back.

Customer Journeys 80

Customer Journeys CEM Communication Call Center 80

AWS Machine Learning

APRIL 12, 2023

Creating a unified and secure search experience is a significant challenge for organizations because each repository contains a wide range of document formats and access control mechanisms. An AWS account with access to Amazon Simple Storage Service (Amazon S3), Amazon Kendra, and Secrets Manager. An S3 bucket to store your documents.

Case Study 90

Case Study Groups Study Policies 90

Circular Edge

OCTOBER 30, 2020

One of the things I enjoy most about the JDE community is the incredible opportunity to connect with new & longtime customers, partners & friends while sharing innovative stories & experiences – whether that’s in-person or now virtually. Capabilities Whitepaper coming soon!

Resources 52

Resources Self Service Case Study Innovation 52

Calabrio

OCTOBER 3, 2016

They’re your frontline to your customers, the ones you trust to maintain those critical buyer relationships. You want the interactions they have with your customers to be positive ones. Here are the top five tips based on our experience helping customers with their workforce engagement efforts. Build that bridge.

Contact Center 174

Contact Center Tips Connections Training 174

Vonage

MARCH 26, 2018

Hiring the best employees for customer-facing jobs is an absolute essential for providing great customer service. Yet company after company overlooks the necessity of finding employees who are inclined and equipped to work face to face (or terminal to terminal) with customers. Happily, the reality is different. Markets change.

How To 228

How To Guidelines Tools CRM 228

Alliance by IFS

JULY 27, 2018

In this whitepaper from The Service Council, see how service leaders are creating new business models which utilize the latest technology to transform the customer experience. The post Whitepaper: Digital Transformation for the Service Enterprise appeared first on Astea. Do organizations need a Chief Digital Officer?

Self Service 50

Self Service Culture Technology Strategy 50