InMoment XI

NOVEMBER 18, 2021

The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. Today’s discussion covers three factors brands should be aware of as they consider supply chain issues within the context of customer experience (CX). Manufacturing Logistics Commodity Prices. Factor #1: Manufacturing.

Customer Experience 483

Customer Experience Guidelines Course Brands 483

Beyond Philosophy

FEBRUARY 15, 2024

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. In my experience, many organizations fail to evoke a specific customer emotion. Customer behavior can help here.

Connections 88

Connections Loyalty Brands How To 88

delighted

APRIL 5, 2022

Imagine a scenario: You’re tasked with setting up a customer experience (CX) program for your company, with the goal of…well, with the goal of improving customer experience. Delighted’s goal has always been to make gathering customer feedback fast and easy, and this means enabling you to run your program effectively and efficiently.

Course 91

Course Management Social Media Analysis 91

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

Connections 190

Connections Company How To Chief Customer Officer 190

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever, too. Revolutionary even.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

InMoment XI

MAY 4, 2023

As in previous cycles of historical uncertainty and downturns, these increased headwinds across the globe mean customers and companies are behaving differently. So, how can CX leaders and their teams best navigate customer experience in such challenging times? How can you make better trade-offs using segmentation?

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

InMoment XI

JANUARY 20, 2024

Today, AI has gone mainstream, infiltrating both our personal and professional lives AI is still in its infancy, but already, it’s transforming the way businesses across all sectors engage with their customers. Retailers that strategically leverage AI are better equipped to deliver outstanding experiences throughout the customer journey.

Retail 260

Retail Customer Experience Social Media Chatbots 260

InMoment XI

APRIL 26, 2022

It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create. Being passive is not an option.

Customer Experience 493

Customer Experience Social Media Employee Experience Roadmap 493

Calabrio

MAY 15, 2019

More and more, businesses are enticed to the cloud by the scalability to accommodate both seasonal changes and organic growth as well as access to new, more robust technology such as customer interaction analytics. Here’s your chance to experience both Amazon Connect and Calabrio ONE in action! See what’s possible.

Connections 100

Connections Contact Center Omni-Channel Course 100

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. But, let’s be real, building and nurturing customer loyalty in retail isn’t a walk in the park.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. What Is Customer Experience? Leaders invested in CX spend time in a cycle of action.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers want to connect with your business.

Connections 118

Connections Customer Centricity Consumers Culture 118

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. So, of course, we’re biased. But what mix of live agents versus AI is best for your business?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

MAY 3, 2023

When it comes to starting a customer experience (CX) program, the right vendor (and solution) can make all the difference. With the right vendor, you can ensure that your CX program delivers the desired results and improves your customer satisfaction , loyalty , and revenue. Of course, there is a gray area between the two categories.

Self Service 260

Self Service Customer Experience Resources Survey 260

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start.

Social Media 113

Social Media Course Training Marketing 113

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. How fast do you respond to customers? Customers appreciate a quick response. Happy New Year!

Customer Service 156

Customer Service Tips Guidelines Policies 156

Bold360

JUNE 18, 2020

You could send an employee to a customer’s home to solve a problem or tell someone to come into your physical store for you to take a look at their product. Customers just don’t want that kind of high-touch, hand-holding treatment like they once did. How customers get support in a post-COVID world. Marie Ruzzo.

Connections 71

Connections Engagement Self Service Insurance 71

Gainsight

APRIL 15, 2022

Wouldn’t it be nice if all of your customers used your products in the exact same way? Of course, it’s never that easy. Behavioral segmentation is the process of subdividing customers into distinct groups based on how they interact with your products and your organization. Develop deeper connections.

Connections 52

Connections e-support Groups Engagement 52

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity.

Customer Experience 208

Customer Experience Strategy Self Service Chatbots 208

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below.

Connections 80

Connections Conference Loyalty Survey 80

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Omnichannel customer engagement software offers a solution.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

Bill Quiseng

MAY 31, 2023

Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Neil Armstrong, of course. For starters, let me give you these simple definitions: Customer service is what you do for your customers. Customer experience or CX is how your customers feel about what you do.

Loyalty 109

Loyalty Social Media Course Customers 109

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Experience 143

Customer Experience Customer Service Self Service Chatbots 143

Kerry Bodine

JULY 21, 2020

While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s no clear indication of when the global events industry will get back to some kind of new normal. Use this list of online CX events to get started — no matter where you are in the world!

Customer Experience 177

Customer Experience Conference Course Training 177

Experience Investigators by 360Connext

NOVEMBER 17, 2020

” Of course, I was proud of my kids for being polite. Our customers provide us all the success of our businesses. Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned.

How To 372

How To Airlines Social Media Tips 372

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Maru Group

MARCH 17, 2020

Delivering meaningful connections with digital qualitative alternatives. I’m hoping to take advantage of some of this time to take some online courses”. Human, emotional connection is more important than ever before. Online focus groups and one-on-one interviews are great ways to connect with customers and populations.

Connections 52

Connections Consumers Course Communication 52

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Press 1 For Nick

JANUARY 13, 2021

This article will cover the following: What business continuity must include in today’s environment Prioritizing employees The continued importance of the customer experience. Leaders need to leverage tools to connect with their teams like video conferencing tools (i.e. Battleground for brand loyalty remains: The customer experience.

Connections 52

Connections How To Policies Communication 52

CX University

AUGUST 7, 2018

CX University recently announced changes in purchase options to their Customer Experience and Patient Experience 500 Series of Online Courses. Online Courses are now available as subscription plans with low prices to allow accessibility for everyone. Corporate Subscription packages are also available at custom prices.

Course 45

Course Gamification Video Study 45

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Click here to learn more about the course and enroll. .

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

Gainsight

JUNE 3, 2021

Customer Onboarding Workshop by Rocketlane. Customer Success Operations Deep-Dive. The best part of the whole Unplugged experience is that YOU can be the star of the show (if you want to, of course!). While this feature may seem a little intimidating, see it as a chance to perhaps connect with your future boss.

Connections 52

Connections Conference Meeting Tips 52