InMoment XI

FEBRUARY 12, 2024

First, identify people in your organization who will be directly involved in managing your Google Business Profile and responding to reviews. Respond in a Timely Manner According to InMoment research, more than half of your customers who have written reviews expect a response in 7 days or less.

How To 260

How To Policies Feedback Guidelines 260

InMoment XI

MARCH 29, 2022

And we know that part of ensuring that we live out that value is making sure that inclusivity and diversity are front and center in our people strategy. Our #HumansOfInMoment initiative is a forum for InMoment team members to share who they are with the InMoment community. And that’s what we strive for every day at InMoment!

Culture 493

Culture Leadership Groups Resources 493

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Experience Investigators by 360Connext

FEBRUARY 6, 2024

We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

CX Accelerator

JANUARY 14, 2024

We have big time news for CX Accelerator! Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way. It is meant to be a gift to the CX community as we navigate these challenging times together. We'd be honored to have you!

Customer Experience 182

Customer Experience Company Customers 182

Experience Investigators by 360Connext

DECEMBER 12, 2023

Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll also be paying tribute to your organization’s unsung heroes who consistently go above and beyond in enhancing customer experience. But what’s a year-end without some celebration?

Customer Focused 290

Customer Focused Resources Feedback Customer Experience 290

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. We cover all that and more below. But what’s the best approach? And what about offshore?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

BlueOcean

JANUARY 30, 2024

Pay Per Use Instead of Pay Per Person We are big fans of the transactional model in a strategic relationship. In fact, we often see companies choosing to outsource when the need arises to invest in a new technology platform. In an outsourced customer care model, you may choose to operate on a transactional or per minute basis.

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. Find a partner who can pivot.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

CX Accelerator

NOVEMBER 11, 2022

Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill. 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. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Maz Iqbal

OCTOBER 10, 2014

In this post I continue the conversation I started in the last post. The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one.

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

Experience Investigators by 360Connext

APRIL 9, 2024

On this episode of the Experience Action Podcast, we’re tackling a golden question: How do we get our customer-facing employees just as invested in the customer experience as we are? This isn’t about ticking boxes; it’s about empowering your team to be the best for your customers.

Customer Experience 162

Customer Experience Loyalty Customer Satisfaction Customers 162

Experience Investigators by 360Connext

MARCH 5, 2024

My team reached out to several CX change agents to understand their priorities, challenges, and opportunities (you can see what we learned here). Interviews are an opportunity to reinforce your mission and find candidates who will consider the customer experience in everything they do. But they don’t always realize it.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

Steve DiGioia

FEBRUARY 7, 2022

There’s always that one employee who refuses to follow directions. Sure, we can give him a kick in the rear and show him the door, but you never want to lose an otherwise half-decent employee if you can help it. But even one who gives you a line like this; “ Is it really that important that I’m wearing my name tag?

Guidelines 345

Guidelines Leadership Financial Course 345

BlueOcean

FEBRUARY 22, 2024

We often joke that finding the right strategic partner is a lot like trying to find a romantic partner – it’s the obvious red flags that make the best/worst/most entertaining stories. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” But we can’t forget to continue to focus on our customers. We call this the Customer Experience Mission Statement. We got you. This is how the conversation started. So I asked, “What does that mean?” Marketing and sales are the primary focus. And this makes sense.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Experience Investigators by 360Connext

JANUARY 18, 2022

Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. Let’s consider how Customer Experience is often introduced at many organizations using an imaginary employee — we’ll call them Pat. The CEO gets on stage and announces a new mantra: We love customers!

How To 378

How To Customer Journeys Culture Training 378

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. It’s worth noting that these AI advancements do pose challenges too.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

Experience Investigators by 360Connext

AUGUST 31, 2021

When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers? When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers?” Ask: “What should we add to our service or products?”. That is power!

Feedback 380

Feedback Customers Loyalty Resources 380

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. And they will be rewarded for that focus on the customer! Is this the same as Customer Relationship Management, or CRM?

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

NOVEMBER 2, 2021

That’s what we’ll tackle today. We develop personas for specific activities around customer experience management. Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Experience Investigators by 360Connext

JUNE 22, 2021

One of the questions I love to ask business leaders who are exploring customer experience is how much they know about their at-risk customers. One of the questions I love to ask business leaders who are exploring customer experience is how much they know about their at-risk customers. That’s human nature. . They just leave.

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Steve DiGioia

SEPTEMBER 5, 2022

And we listen to those we assume are one. But who is really an expert? Is it someone who has multiple advanced degrees and took place in hundreds of clinical trials but has never worked outside of academia adapting to real-world market conditions? I’ve learned years ago that we should never make assumptions about people.

Social Media 208

Social Media Hospitality Video Tools 208

Steve DiGioia

SEPTEMBER 24, 2018

But we should do this instead of worrying about a good NPS score. What should we do? According to NPS’s own website, respondents to NPS-based surveys are grouped as follows: Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. I’ll get to that in a moment but first, some background.

NPS 392

NPS Net Promoter Score Measurement Metrics 392

Customer Bliss

JUNE 9, 2021

Ask how we will and will not grow. In that book, you’ll read about OVO Energy in the UK, who practices this level of transparency with customers by opening up their pricing plans to the public, outlining exactly what the energy costs are to them, so customers feel equity in what they are paying. What Does Leadership Bravery Look Like?

Leadership 288

Leadership Hospitality Customer relationships Company 288

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

Blueshift

APRIL 16, 2024

When the time comes, those who are digitally prepared will capitalize on the influx of consumers seeking new mortgages and refinancing deals. Consumers rush to secure mortgages, explore refinancing options, and seek alternative financial products. This is where a customer data platform (CDP) comes into play.

Engagement 114

Engagement Financial Consumers System 114

ShepHyken

OCTOBER 24, 2023

I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. First, you have to be the kind of person who innately knows you should do something right, even if it isn’t expected. If I don’t do it, who will?

Customer Service Training 139

Customer Service Training Video Course Customer Service 139

Oracle

AUGUST 7, 2018

At some point we need to ask the question: Who are we really innovating for? The post Who Are We Really Innovating For? Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units.

Innovation 111

Innovation Customer Journeys Customer Centricity Transportation 111

ShepHyken

FEBRUARY 27, 2024

In the weekly Super Amazing Show I do with Brittany Hodak, we talked about surveys. After the show, we heard from John Hughes , who is connected with me on LinkedIn. I won’t argue that some brands have customers who are more willing to take longer surveys; however, Brittany and I were talking in general terms.

Survey 87

Survey Customer Satisfaction Customer Service Training Customers 87

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. It also tells you how you relate to others who listen to similar things.

Advertising 78

Advertising Conference Technology Brands 78

Bill Quiseng

NOVEMBER 13, 2021

So, here it is: There are some who say that they, as customer service professionals, have been trained to act the part to be happy to serve. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.

Training 183

Training Customer Service Connections Interaction 183

Zeisler Consulting

APRIL 16, 2024

Self-deprecation aside, the much-more-straight-faced point I’m making here is that we as brands need to develop our systems for the lowest-common-denominator Customer. Self-deprecation aside, the much-more-straight-faced point I’m making here is that we as brands need to develop our systems for the lowest-common-denominator Customer.

Contact Center 93

Contact Center System Policies Customer Centricity 93