InMoment XI

JANUARY 10, 2023

Do you need a customer experience manager dedicated to managing this effort? Getting customers to fall in love with your company requires understanding the entire customer journey—so you can deliver a seamless experience at every touchpoint. CX efforts then become more specialized, and that’s when silos begin to form.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. Are you ready to get started or improve your telecom customer service KPI performance? Even if the food was good, did you go back? Consumers feel let down when the pre-sale marketing context differs from after the sale.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Steve DiGioia

APRIL 19, 2021

The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. When you sit down to write that scorned customer an email to say how sorry you are for the lack of service they received, sometimes the apology makes the situation even worse. I hope you enjoy her post.

Customers 304

Customers System Communication Tips 304

Experience Investigators by 360Connext

AUGUST 3, 2021

But I get nervous when people ask me about customer experience shortcuts. Too often, shortcuts within the wrong areas lead to shortfalls and short-sightedness on what really matters. So where can you gain quick wins and take some shortcuts? You will receive occasional emails with valuable information. ENROLL NOW.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

CX Accelerator

NOVEMBER 11, 2022

In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. It is impossible to design an experience for people if you have no idea about their needs, wants, expectations, behaviors, and pain points. Customer experience is multi-disciplinary.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Zeisler Consulting

DECEMBER 13, 2023

For that matter, I kind of went on a speaking circuit with my snarky little message. And sure, if your surveys (and other VoC devices) are offering you specifics, details, validation and verification, that’s a great thing. Hopefully they’re giving you a great vehicle for answering those “Why?” Have you never been there?

Contact Center 72

Contact Center Survey Feedback Customer Insights 72

Totango

FEBRUARY 23, 2024

What do these four pairs have in common? On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn. Both your pre- and post-sale teams should know the answer to: “What is my customer’s business outcome?” “If

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

Calabrio

DECEMBER 8, 2020

But when you dig deeper—or have the misfortune of realizing only after you’ve purchased and implemented a new system—the majority of these vendors don’t offer real-time feeds at all. Here’s what he said. What is that, why does it matter and how does it solve the issue of data disparity? That’s where CCaaS 3.0

Data 264

Data Contact Center Multi-Channel System 264

Call Experts

APRIL 8, 2024

It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

Experience Investigators by 360Connext

APRIL 14, 2020

If you have a journey map, I hope you are using it. It’s one of the most useful tools you have in your customer experience toolbox at this moment. It’s one of the most useful tools you have in your customer experience toolbox at this moment. Why Journey Maps Matter Now More Than Ever.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Beyond Philosophy

AUGUST 4, 2022

However, what Dr. Turner says matters is how much weight is placed on the “X.” ” Since AI is only doing the math, what matters is how much importance the programmer puts on the inputs and who decides them. They have a weekly lab meeting that will resume in September, and he invites our audience to join.

System 148

System Social Media Video Technology 148

Integrity Solutions

FEBRUARY 1, 2024

Many who are currently in sales positions or are considering a role in sales are beginning to question what the job really means today and whether it’s one they can be proud of — especially when it feels like their whole purpose can feel like it’s to pressure or coerce buyers into doing something.

Sales 106

Sales Self Service Training Connections 106

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Retently

MARCH 18, 2024

Whether through a simple “How satisfied were you with our service?” or a more detailed query, each question is a step towards understanding what makes your customers tick. In this article, we’ll hand you the guidance and specific questions necessary to probe customer satisfaction and service quality. So, why do they matter?

Survey 139

Survey Customer Service Strategy Effort Score 139

Lumoa

SEPTEMBER 16, 2020

You want to keep your customers happy. What can be done to ensure your customer service department enriches the customer journey? What is the Customer Journey? What is the Customer Journey? When developing a marketing plan you’ll hear a lot of people talk about the customer journey, and with good reason.

Customer Journeys 208

Customer Journeys Customer Service Poor Customer Service Loyalty 208

Experience Investigators by 360Connext

NOVEMBER 26, 2019

As you and I both know, dear reader, it’s so much more than that. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Do this more often!

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

Blake Morgan

JANUARY 11, 2022

?. How do you create a customer-centric company, especially when your job is to help other companies be customer-centric? . According to Pega President of Global Field Operations Hayden Stafford, it’s all about putting the customer at the center of absolutely everything you do. . Sponsored by Pega.

Customer Centricity 86

Customer Centricity How To Banking Innovation 86

Thematic

AUGUST 25, 2021

Should you always start with the problem when storytelling? One thing became clear as our conversations kicked off - when sharing insights with the business, starting with the research question, or business problem is common and some argue, critical. How to answer the “so what does this mean?” What do we do about it?

Leadership 116

Leadership Feedback Connections Communication 116

Retently

AUGUST 23, 2023

What’s more, B2B transactions are not impulsive purchases but strategic decisions. While B2C businesses aim for up to 40% response rate, B2B companies are encouraged to seek a response rate of 60% or even more, when combining survey channels.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

BirdEye

MARCH 27, 2024

This blog post explores what curated content is and provides a complete guide for businesses looking to include content curation in their marketing strategy. Table of contents What is curated content? Content curation vs. content creation What are the benefits of content curation? What are the benefits of content curation?

Strategy 59

Strategy Social Media Trends Infographics 59

Aveus

MARCH 15, 2021

No matter where you live, during this pandemic you have seen stories and images of people in what appear to be endless lines, waiting, hoping, needing food assistance. So, when an opportunity arose in early 2020 to assist SHH on their strategic initiative of “becoming a more trusted partner,” the answer was obvious.

Customer Experience 130

Customer Experience Roadmap Measurement Survey 130

BirdEye

OCTOBER 26, 2023

They are a powerful tool for businesses to gain credibility, build trust, and promote their products and services. When selling to C-suites and executives, the focus is on educating them on the value of reviews and how Birdeye can get consistent reviews at scale while saving time and money on paid media. I can’t wait to start.

Brands 116

Brands Multi-Channel Consulting Report 116

Lumoa

OCTOBER 30, 2017

Do you suffer from metric anxiety? If the only thing preventing you from measuring something like customer experience is the fact that you cannot decide on the metric to use, you most probably suffer from metric anxiety. If you are in one of these companies, hear me out: Of course, your businesses are diverse.

Metrics 204

Metrics Net Promoter Score Customer Experience How To 204

Retently

FEBRUARY 9, 2024

What questions do you include to not only garner responses but also drive your business forward? Our guide walks you through crafting a compelling questionnaire with 35 essential questions you can use immediately. Creating an insightful customer feedback questionnaire can seem daunting.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

Calabrio

DECEMBER 8, 2020

But when you dig deeper—or have the misfortune of realizing only after you’ve purchased and implemented a new system—the majority of these vendors don’t offer real-time feeds at all. Here’s what he said. What is that, why does it matter and how does it solve the issue of data disparity? That’s where CCaaS 3.0

Data 147

Data Contact Center Multi-Channel System 147

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

BirdEye

OCTOBER 25, 2023

The easier it is for customers to find you and assess your reputation, the higher your conversion rate will be. This blog post gives you an overview of a panel discussion on mastering online listings for your business. This blog post gives you an overview of a panel discussion on mastering online listings for your business.

Tools 105

Tools Strategy Marketing Trends 105

Alida

SEPTEMBER 21, 2018

Do work that matters. Marketing’s goal today, according to Godin, isn’t merely to build awareness; rather, the objective is to create a community and do work that matters. Marketing is about work that matters for people who care,” Godin argued in his presentation. The stories you tell won’t resonate with everyone.

Innovation 145

Innovation Feedback Customers Engagement 145

Beyond Philosophy

JUNE 8, 2023

A strange thing about corporate life is that after you get your annual spending budget approved for your department, you often still have to get approval to spend it. I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals.

Return on Investment 78

Return on Investment Exercises Customer Satisfaction ROI 78

Method:CRM

MARCH 13, 2023

No matter the industry, customer experience is a huge part of your business success. You should never neglect your customers’ wants and needs. If you do, you risk jeopardizing your relationships and the opportunity to develop new ones in the future. Instead, you should strive to exceed customer expectations.

Self Service 90

Self Service Customer Experience How To e-support 90

InteractionMetrics

JUNE 19, 2023

CX vs. UX: I’m often asked what’s the difference. When done well, both disciplines use touchpoint maps, observational studies, and scientific methods to identify friction points and opportunities. Companies that employ UX designers strive to build interfaces that are straightforward and easy to use.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

BirdEye

MARCH 29, 2024

So, if you want to compete with your peers, it is vital to explore all formats and that includes Instagram stories. The short, engaging snippet you share on your Instagram stories can help you connect with your audience like never before. Or, you can upload images and videos from your gallery. We’ve got you covered.

Social Media 109

Social Media Video Guidelines Feedback 109

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience. What does the data show about common reasons customers churn?

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

GetFeedback

JANUARY 12, 2020

What’s behind the improved performance is what some call the “loyalty effect.” That said, my purpose is not to sell you on why improving CX is important. Should you fix all reported issues? . Yes, of course, you should resolve issues of “broken promises” if at all possible. And for good reason. The product failed.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

InteractionMetrics

OCTOBER 16, 2023

And you’ve been tapped to lead a customer experience team. But where should you focus for immediate yet lasting change? Do you need a lengthy class or book on customer experience principles? Whether you’re in B2B or retail, the six principles apply. Your CEO has come to embrace customer success! 65% of U.S.

Customer Experience 52

Customer Experience Effort Score Survey Net Promoter Score 52

Education Services Group

JANUARY 5, 2022

Customer Success leaders must understand the differences between these two perspectives because each mapping technique is a separate tool in our CS toolbox, and each end result serves a different purpose. Service blueprints, on the other hand, come at things from your business’s point of view.

Customer Journeys 52

Customer Journeys Touchpoint Net Promoter Score Exercises 52