InMoment XI

OCTOBER 17, 2023

As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. But then there’s the dreaded plateau. This can happen after you’ve been steadily gaining momentum, then all of a sudden, it seems as if your initiatives are no longer moving the needle.

Customer Experience 493

Customer Experience Net Promoter Score Tips Effort Score 493

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. The frequency and timing of companies asking for customer feedback can be somewhat unclear, largely due to the diverse practices across different businesses and industries.

Feedback 208

Feedback Hospitality Analytics Touchpoint 208

ShepHyken

OCTOBER 17, 2023

“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.

Customer Service Training 141

Customer Service Training Customer Service Interaction Customer relationships 141

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! The forum provided a platform for award-winning CX speakers from some of Europe’s most prominent brands, including Foot Locker , Vue Cinemas, Quilter, MediaMarktSaturn, NPSx by Bain & Company , and Forrester.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

Speaker: Loreal Lynch, 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

Beyond Philosophy

OCTOBER 19, 2023

I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? This question is a good one. Customers change their minds on many occasions. If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed.

Customer Change 89

Customer Change Customer Journeys System Groups 89

Experience Investigators by 360Connext

OCTOBER 17, 2023

”Are there differences in how to approach member experience versus customer experience?” Are you ready to define what customer experience success means for a nonprofit organization, association, or even a professional development organization? In this enlightening episode, Jeannie Walters places a spotlight on customer experience (CX) in member-based organizations and shows how you can use best practices and tools from the CX toolkit.

Customer Experience 143

Customer Experience Customers Resources Tools 143

Blake Morgan

OCTOBER 17, 2023

                          On this episode of the Modern Customer Podcast, I spoke with Kelly McDonald about meeting customer expectations. Kelly is a speaker and author of several books, including her latest title, It’s Time to Talk about Race at Work , a guide for leaders to improve diversity and inclusion in the workplace.

Customer Experience 52

Customer Experience Call Center Loyalty Groups 52

InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. As businesses strive to meet the diverse needs of their customers, a contact center serves as a single point of contact that can handle customer feedback from a variety of sources, and create an omnichannel customer experience.

Contact Center 364

Contact Center Customer Service Omni-Channel Call Center Solutions 364

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. This article delves deep into the world of customer service automation software, exploring its key benefits, essential features, and the best customer service automation software for your business needs.

Software 182

Software Chatbots Customer Service Knowledge Base 182

Advertisement

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

IntouchInsight

OCTOBER 18, 2023

With the first day of fall behind us, sweaters are coming out of closets and the smell of pumpkin spice is filling the air. So grab your favorite warm beverage and catch up on some of the latest bite-size data from Intouch Insight’s consumer Flash Points.

Trends 334

Trends Consumers Data Report 334

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. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

BlueOcean

OCTOBER 17, 2023

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t faded yet.

How To 177

How To Government Guidelines Effort Score 177

Bill Quiseng

OCTOBER 18, 2023

QUI TAKEAWAY: If you advertise “Satisfaction Guaranteed”, what would you do differently? Do more. Do better. Do it now. When it comes to your customers and customer service, don’t just be good. Be GREAT out there! You are happy because customers were satisfied with their purchase of your product or a resolution with your service. But that’s not good enough.

Advertising 158

Advertising Customer Care Customer Service Customer Experience 158

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

IntouchInsight

OCTOBER 18, 2023

At Intouch Insight, we are always looking for new ways to save our customers time. This month, we have added three new checklist templates to the IntouchCheck™ template library.

Customers 156

Customers 156

Alida

OCTOBER 19, 2023

Learn how the best performing UX teams are analyzing quantitative and qualitative data to create digital experiences that reduce user effort, increase product adoption, and drive revenue.

User Experience 130

User Experience Trends Data 130

AWS Machine Learning

OCTOBER 19, 2023

Companies increasingly rely on user-generated images and videos for engagement. From ecommerce platforms encouraging customers to share product images to social media companies promoting user-generated videos and images, using user content for engagement is a powerful strategy. However, it can be challenging to ensure that this user-generated content is consistent with your policies and fosters a safe online community for your users.

Training 110

Training Data Social Media Ecommerce 110

BirdEye

OCTOBER 16, 2023

Beauty industry entrepreneur, Elizabeth Arden, once said, “Reputation makes customers.” Ms. Arden could not have imagined the challenges of managing a business’s online reputation. In fact, your business’s local search engine optimization (SEO) reputation signals search engines about your brand. The better the optimization, the higher you’re likely to be found in Google’s local pack results. 81% of consumers search online before physically going into a store.

Strategy 110

Strategy Management Brands Video 110

Advertisement

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

2020 Research

OCTOBER 18, 2023

During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies. During the webinar, we had a lively Q&A session with our audience, but unfortunately, we ran out of time before we could answer all the questions.

Marketing 108

Marketing Healthcare Analysis Case Study 108

Alida

OCTOBER 17, 2023

Explore case studies demonstrating how media organizations and retail industries have found insight communities a cost efficient alternative to external research.

Case Study 130

Case Study Retail Study Industry 130

MyCustomer

OCTOBER 19, 2023

Podcast: The power of customer-centricity Sabine Groven Tuesday, October 24, 2023 - 07:29 Customer centricity The power of customer-centricity In the latest episode of MYC'D UP with CX Leaders, we had the pleasure of speaking with Ilenia Vidili, a customer-centricity advisor, keynote speaker, and author of 'Journey to Centricity'.

Customer Centricity 108

Customer Centricity Loyalty Customers 108

Totango

OCTOBER 18, 2023

It’s that time! G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. “Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results.

Customer Journeys 101

Customer Journeys Software Report Customer Success 101

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

2020 Research

OCTOBER 18, 2023

Introducing our Electric Vehicle Panel—your ultimate resource for navigating the shifting landscape of consumer automotive trends! Gain unparalleled access to the in-depth profiles of thousands of Americans, filled with invaluable insights into their thoughts, actions, and desires when it comes to electric vehicles. Stay ahead of the game and make informed decisions with the power of our diverse panel at your fingertips.

Automotive 105

Automotive Trends Resources Consumers 105

Adrian Swinscoe

OCTOBER 16, 2023

Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite search experience first appeared on Adrian Swinscoe.

98

98

AWS Machine Learning

OCTOBER 18, 2023

Purina US, a subsidiary of Nestle, has a long history of enabling people to more easily adopt pets through Petfinder , a digital marketplace of over 11,000 animal shelters and rescue groups across the US, Canada, and Mexico. As the leading pet adoption platform, Petfinder has helped millions of pets find their forever homes. Purina consistently seeks ways to make the Petfinder platform even better for both shelters and rescue groups and pet adopters.

Training 97

Training Metrics Data Consulting 97

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session. We share some of the key highlights from these insightful discussions below.

Leadership 94

Leadership Transportation Culture Contact Center 94

Advertisement

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.

Customer Experience 87

Customer Experience B2C Government B2B 87

Heart of the Customer

OCTOBER 18, 2023

When it comes to understanding customer satisfaction, books on customer experience are essential tools. They provide insights into how to keep customers happy and loyal. Did you know, according to a Walker study, by the end of 2020, customer experience overtook price and product as the key brand differentiator? These books can help your business […] The post Books About Customer Experience: 9 Best Reads for CX Professionals appeared first on Heart of the Customer.

Customer Experience 78

Customer Experience Customer Satisfaction Study Customers 78

SaleMove

OCTOBER 20, 2023

Financial institutions want their frontline interaction technology to enable efficiency and growth while elevating user satisfaction. Here’s how to do it. The post Time to be Cutting-Edge, Not Cutting Corners on Member-Facing Technology appeared first on Glia Blog | Digital Customer Service Explained.

Technology 90

Technology Financial Interaction Customer Service 90