PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. Alerts allow companies to recover lost customers, recognize star employees and generate new leads. This blog post is about the alerts that are triggered based on a customer response to a survey. At PeopleMetrics, there are three primary types of alerts that provide the highest value to our clients: Recover alerts.

CEM 78

CEM ROI Contact Center Survey 78

Kerry Bodine

MARCH 18, 2020

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

Lumoa

MARCH 19, 2020

When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough.

Resources 240

Resources Customer Experience Customer Experience Management Customers 240

InMoment XI

MARCH 19, 2020

Taking Care of Your Customers “During” In our last blog, which you can view here, we talked about the Before stage of Automotive Service. Now we will be going over the second part of an Exceptional Service Experience which is, of course, During the Service itself. Welcome Customers the Moment They Arrive The During experience starts with.

Automotive 417

Automotive Course Customer Experience Customers 417

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

GetFeedback

MARCH 15, 2020

How companies can show empathy and deliver meaningful customer experience needed during a global crisis.

Customer Experience 433

Customer Experience Company Customers 433

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

Contact Center 228

Contact Center Communication Groups Customer Service 228

InMoment XI

MARCH 17, 2020

This is the final post in a 3 part series. Read the first two parts: Part 1 | Part 2 How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago A Nostalgic View of Baseball The 2020 baseball season will shortly be getting underway in the wake of some. View Article.

Innovation 346

Innovation 346

GetFeedback

MARCH 17, 2020

The most popular CX metrics catalogued by purpose and best use case.

Metrics 420

Metrics Customer Experience Customers 420

Experience Matters

MARCH 19, 2020

During this "XM Fireside Chat," Bruce Temkin & Benjamin Granger discuss the path to Experience Management (XM) maturity. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Benjamin Granger appeared first on Experience Matters.

Leadership 222

Leadership Management 222

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Customers

QuestionPro Audience

MARCH 16, 2020

The coronavirus (COVID-19 virus) has taken the world by storm, originating in China and spreading rapidly across continents. China alerted the WHO on the 31st of December 2019 about an unknown virus causing unusual pneumonia among the residents of Wuhan, a port city in the central Hubei province. . Coronavirus in the USA. The first case of coronavirus in the US was detected on February 21st, 2020, and within three weeks, that number crossed the 1300 mark.

Marketing 195

Marketing 195

Customer Bliss

MARCH 18, 2020

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.

Financial 215

Financial Healthcare Policies e-support 215

CX Accelerator

MARCH 16, 2020

Written by Jeremy Watkin and Community Dear contact center agent: What if I told you that if you come to work for us you can do the exact same job as you’re doing now but we’ll instead call you a customer service hero, guru, rockstar, or ninja? Are you sold? In all seriousness, I recently had a conversation with someone who voiced their disdain for the term “agent” when referring to a customer service or contact center professional.

Contact Center 182

Contact Center Communication Groups Customer Service 182

Experience Investigators by 360Connext

MARCH 17, 2020

We are faced with unprecedented challenges. Not just our organizations, but our whole world. We toss around terms like social distancing and pandemic in ways we couldn’t have imagined a few short weeks or even days ago. We are in this together, as we struggle with the challenges of COVID-19 and how this coronavirus has redefined our work, our goals, our challenges and our daily lives.

Customer Journeys 178

Customer Journeys Customer Experience How To e-support 178

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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

C3Centricity

MARCH 18, 2020

Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building. From the outside, others see marketers as those who come to work late and seem to party all night. They always seem to be watching TV or jetting off to exotic places to talk about advertising!

Marketing 156

Marketing Advertising Brands Consumers 156

NICE inContact

MARCH 19, 2020

Contact centers have been using call recording for years, and consumers have come to accept and expect to hear the words “ this call is being recorded for quality and training purposes” when calling in.

Call Recording 156

Call Recording Contact Center Training Consumers 156

GetFeedback

MARCH 15, 2020

How companies can show empathy and deliver meaningful customer experience needed during a global crisis.

Customer Experience 195

Customer Experience Company Customers 195

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. You All Want Growth.

Trends 191

Trends Net Promoter Score Effort Score ROI 191

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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

Alida

MARCH 20, 2020

New COVID-19 Survey Template and Unlimited Use of Ad-hoc Surveys to Employees for All Customers for 90 Days.

Survey 204

Survey Employee Engagement Customers Engagement 204

NICE inContact

MARCH 17, 2020

Today’s software engineers are far from stereotypes. At NICE inContact, we take pride in the fact that innovation and technical prowess comes in all genders, ethnicities, religions, etc. In honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact. Meet Meryl Sonon, Senior Engineering Manager in NICE inContact’s R&D organization.

Management 156

Management Innovation Software Meeting 156

GetFeedback

MARCH 17, 2020

How to connect your CX results to the overall performance of your organization.

Metrics 221

Metrics Connections How To 221

Beyond Philosophy

MARCH 20, 2020

People are way more afraid of shark attacks than we should be. The reason we are is the same reason branding works for your organization to attract customers. However, before we get to that, consider the following statistic. Since the year 1580, aka the year we started charting shark attacks, there have been a little over 2,000 shark attacks, of which 471 were fatal.

Tools 171

Tools Marketing Consulting Social Media 171

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

Comm100

MARCH 19, 2020

In the past few weeks, I’ve been reaching out to contact center managers to find out what key problems have been brought on by the coronavirus pandemic , and how they are dealing with them. From what I gather, skyrocketing volume, a need for consistent messaging, and sudden onboarding of new agents have been the primary causes for concern among almost all of them.

Contact Center 131

Contact Center Chatbots ROI Knowledge Base 131

NICE inContact

MARCH 15, 2020

When I dial 211, an automated call message directs me to a kind voice of a contact center agent on the other line that greets me with “how can I help you today?” Like so many, I am looking for clear instructions on what to do during the COVID-19 outbreak. The call center agent has a plan.

Contact Center 156

Contact Center Call Center Omni-Channel Trends 156

GetFeedback

MARCH 17, 2020

The top CX metrics—NPS, CSAT and CES—and how to use them successfully.

Metrics 221

Metrics Customer Experience NPS Customers 221

Uniphore

MARCH 19, 2020

Conventional wisdom accepts it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving them what they want should be a no-brainer. Read More.

Loyalty 130

Loyalty How To Customers Brands 130

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Tips

Comm100

MARCH 18, 2020

Since the emergence of COVID-19, its impacts have been wide-spread and hard-hitting. However, it is not only our individual health that stands at risk to this epidemic. It’s also posing threats to the health of businesses, with many small businesses bearing the brunt. While governments try to contain the risk to public health, nearly a quarter of small business owners are already saying that the coronavirus outbreak is negatively impacting them.

Social Media 131

Social Media Travel Government e-support 131

Customer Bliss

MARCH 18, 2020

In this time of Coronavirus…let goodness prevail, instead of fear. Let kindness and grace be our first instinct. Let trust and respect become translated now into our business lives. These will lead to every kind of prosperity on the other side of this pandemic. Growth through admirable acts will define companies and people now. I was struck by this beautiful gesture of humanity in the Italian city of Siena.

Financial 130

Financial Healthcare Policies e-support 130

GetFeedback

MARCH 17, 2020

How to measure customer loyalty across your customer experience program.

Loyalty 195

Loyalty Metrics Measurement Customers 195