Lumoa

JUNE 26, 2023

A marketing strategy with an 89% retention and an even better purchase rate – sounds unreal, right? But with an omnichannel marketing strategy, these numbers are quite achievable. In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. For example, Target, one of the top US retail chains, improved its pickup sales with an omnichannel campaign.

Omni-Channel 208

Omni-Channel Customer Experience Net Promoter Score Effort Score 208

InMoment XI

JUNE 27, 2023

These days, understanding your customers isn’t a “nice thing to do”; it’s an absolute necessity. To truly understand your customers, you need to spend some quality time listening to them and understanding the voice of the customer. That’s why mastering the art of the voice of the customer survey can be a game-changer for any business seeking to better understand its customers.

Survey 390

Survey Customer Satisfaction Touchpoint Feedback 390

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

Interactions

JUNE 29, 2023

It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. Today that means harnessing the power CX technology and human interaction. This hybrid approach combines the efficiency and convenience of AI-driven solutions with the empathy and understanding that human agents provide.

Interaction 62

Interaction Technology Customer Service Chatbots 62

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

Retently

JUNE 28, 2023

Pricing strategy is one of the most important aspects of a business. In some ways, we are rational when it comes to making a purchase decision. In other ways, we aren’t. Placed next to each other, most people would select the more expensive product as the better one, even if it isn’t. If two identical products were placed in front of each other – one priced at $49.99 and the other at $249.99 – which would you assume to be the best?

Customer Satisfaction 146

Customer Satisfaction Net Promoter Score Fashion B2C 146

ClearAction

JUNE 25, 2023

CX Growth in Strategic Plans Lynn Hunsaker Is CX growth in your strategic plans? Is customer experience (1) a determinant or (2) a subset of corporate strategy, or (3) is it unrelated? If you define “customer experience” as nice-to-have programs, or a department, or interactions, your answer may be “2” or “3” However, in my 5-year study of B2B CX practices, “1’s” have higher financial results.

e-support 62

e-support Leadership B2B Groups 62

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery. While they are distinct areas within an organization, they are inseparable in the eyes of the customer.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

ClearAction

JUNE 25, 2023

Artificial Intelligence in CX Learning Lynn Hunsaker Beware of artificial intelligence in CX learning! Overshadowing basic facts about customer experience are numerous myths. Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. My article this year, 23 Customer Experiences Practices You Should Stop in 2023 , is an eye-opener to what we should NOT perpetuate.

Leadership 62

Leadership Course Conference Groups 62

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. And if you're looking for ways to upskill, I've shared a couple of learning resources at the end of this post.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

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Customers

IntouchInsight

JUNE 29, 2023

Mystery shoppers, secret shoppers, silent shoppers…they are known by many names, but who are these shoppers shrouded in enigma? And what exactly do they do? Mystery shopping is a form of market research. Over the last 80 years, it has only grown in popularity as it has been fuelled by technological advancements.

Technology 291

Technology Marketing Measurement Customer Experience 291

C3Centricity

JUNE 29, 2023

In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices.

Feedback 225

Feedback Social Media Customer Centricity Engagement 225

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

Experience Investigators by 360Connext

JUNE 27, 2023

❔"Many times, we will get feedback from our customers about a pain point. We'll map their journey, identify opportunities for improvement and even implement changes. But then what?"❔When making changes to better the customer experience, we want to make sure they are actually working for our custo.

Communication 143

Communication Measurement Feedback Customer Experience 143

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Communication

Bill Quiseng

JUNE 28, 2023

For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients.

Healthcare 165

Healthcare Hospitality Social Media Financial 165

Comm100

JUNE 27, 2023

Higher education institutions are grappling with a significant mental health crisis among their student population. During the 2020–2021 school year, over 60% of college students met the criteria for at least one mental health problem. Similarly, another national survey found that almost three quarters of students reported moderate or severe psychological distress.

How To 130

How To Wait Times Resources Chatbots 130

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy. My friend Norman Beck loves BBQ, too. Living in Texas, he’s also exposed to some of the best BBQ in the world, although I’ll argue it’s second to St.

Exercises 120

Exercises Touchpoint Customer Service Training Customer Service 120

BirdEye

JUNE 30, 2023

Google Shopping List makes it super easy to jot down a quick list of items you want to buy before heading out of the house. And the genius part is you don’t have to lift a finger to make your grocery list. It integrates seamlessly with Google Assistant so you can use voice commands to add items to Google Shopping List hands-free. Let’s explore how to leverage Google Shopping List to streamline your shopping experience.

Management 98

Management Customer Experience Management Connections Customer Experience 98

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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

Adrian Swinscoe

JUNE 29, 2023

Many customers are suffering right now with high inflation and interest rates. Now, while that is easy to say and observe, it’s often hard to quantify […] The post Is adhering to the FCAs new consumer duty impossible without the help of technology? first appeared on Adrian Swinscoe.

Consumers 98

Consumers Technology Customers 98

Clarivate

JUNE 29, 2023

OpenAI’s launch of ChatGPT on March 14 heralds a new era of artificial intelligence that will have profound implications for society, including the life science and healthcare industries. As when any new technology appears on the horizon, a tremendous amount of overheated hyperbole has dominated coverage of the topic in the months since. There are, however, some truly alluring potential use cases for generative AI applications such as ChatGPT for the life sciences and healthcare industries – as

Healthcare 98

Healthcare Guidelines Government Technology 98

Uplight

JUNE 27, 2023

As summer begins in full and days grow longer, Uplight’s PRISM Employee Resource Group (ERG) members find themselves right in the middle of Pride month, the queer community’s annual celebration of our identities. PRISM stands for Pride, Raising Awareness, Involvement, Support, & Mentorship. This June, the PRISM ERG is rolling out meaningful changes, as well Read More The post Uplight’s PRISM Celebrates the LGBTQIA+ Community in Pride Month and Beyond appeared first on Uplight.

Groups 98

Groups Resources 98

2020 Research

JUNE 26, 2023

As more organizations integrate generative AI into their work and how they interact with their audiences, consumer trust in AI will be a key factor in how newer models are deployed.

Consumers 98

Consumers Interaction 98

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

BirdEye

JUNE 28, 2023

According to research, over one-third of potential clients start their attorney search online. More than ever, attorneys need to pay attention to the online space, especially sites like Avvo, where prospective clients can search for and find trustworthy attorneys nearby. If you’re looking to get more Avvo reviews, boost your Avvo rating, or wonder whether it’s worth claiming your Avvo profile, here’s what you need to know.

System 98

System Effort Score Guidelines Tips 98

Team Support

JUNE 29, 2023

Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. When they do, businesses can use that momentum to enhance customer satisfaction, build stronger customer relationships, and drive business success.

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score Customers 97

MyCustomer

JUNE 29, 2023

Representation of the LGBTQ+ community in marketing has progressed significantly in recent years, with brands showcasing their support through

Customer Experience 106

Customer Experience Brands Marketing Customers 106

SurveySparrow

JUNE 26, 2023

Artificial Intelligence (AI) has transformed the way businesses approach various areas of operation and customer experience tools are no exception. With the latest AI-powered survey tools, creating and analyzing surveys has become easier and faster, enabling businesses to obtain valuable insights from customers, employees and other stakeholders. SurveySparrow’s latest offering, the AI Survey feature, generates surveys in seconds thus saving organizations time and effort.

Survey 93

Survey Analysis Feedback Customer Relationship Management 93

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Tips

Beyond Philosophy

JUNE 24, 2023

You wouldn’t think to look at it that The Magic Castle hotel in Los Angeles has been ranked in the top ten hotels on TripAdvisor, but it has. A converted apartment building has turned its unassuming appearance into an excellent experience for its guests, and how they do it isn’t that big of a thing, quite the opposite. It’s the little things make a big difference in their customer satisfaction.

Hotels 78

Hotels Customer Satisfaction Customers Customer Experience 78

Kate Nasser

JUNE 25, 2023

Leaders, Do your employees think it's too much trouble to sustain customers? Look for these actions. Kate Nasser, The People Skills Coach™ Author, Leading Morale The post Sustaining Customers: Do Your Employees Think It’s Too Much Trouble? #CX appeared first on KateNasser.com.

Customers 88

Customers Customer Care Leadership Customer Service 88

Seaton CX

JUNE 28, 2023

Generative AI technology, like ChatGPT, should be your next contact center investment. “If you genuinely want to put customers first, you must put employees more first,” says Hal Rosenbluth, author of The Customer Comes Second. It’s a bold claim, but the data backs it up—there’s a strong correlation between employee morale and customers satisfacti on.

Contact Center 87

Contact Center Training Chatbots Technology 87