InMoment XI

DECEMBER 15, 2022

Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. It has also changed the way that your customers interact with you. Your customers are talking about your business across multiple different channels.

Trends 529

Trends How To Social Media Survey 529

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

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service Training 140

Customer Service Training Course Training Customer Service 140

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

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

InMoment XI

DECEMBER 13, 2022

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. Failure demand is when an organization falls short of servicing customers on the channels they are seeking, which then causes demand for services in other channels.

ROI 493

ROI Call Center Return on Investment Measurement 493

SurveyGizmo

DECEMBER 23, 2020

New Course Helps You Customize the Look of Surveys. Just in time for the holidays, the Alchemer University team launched a new series of style course to help users understand how to fully customize the look and feel of their projects to match their desired branding. New courses include: .

Course 52

Course Survey Brands Interaction 52

Vonage

MARCH 26, 2018

Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights. The rising cost of poor customer service.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

Interactions

OCTOBER 11, 2022

Interactions industry-leading conversational AI anticipates, redacts and protects personal information in real time to facilitate secure customer experiences. AT&T continues to use Interactions Redaction technology to mask in real-time its customers’ sensitive personal information (SPI). About Interactions.

Interaction 48

Interaction Customer Experience Contact Center Course 48

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. What Is Voice of the Customer? What is the Voice of Customer Process?

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

Experience Investigators by 360Connext

JANUARY 16, 2024

Could transforming your organization into a customer-first powerhouse be the key to unlocking unprecedented growth and loyalty? On this episode of Experience Action, Jeannie Walters engages with a truly insightful listener question, exploring how to permeate a customer-first mindset throughout every leadership tier. Let’s talk!

Customer Experience 143

Customer Experience Leadership Course Customer Journeys 143

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. Where and how they take place has changed, of course. Let’s get started.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

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”.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

InMoment XI

NOVEMBER 21, 2022

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones. In fact, returning customers spend 67% more than first-time buyers. Let’s jump right in!

Loyalty 260

Loyalty How To eBook Social Media 260

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

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? Wise words from CallMiner.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

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

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. You give them some really hard-to-handle customers.

Metrics 98

Metrics Course Customer Success NPS 98

Bill Quiseng

OCTOBER 10, 2021

As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities. But a customer is just one individual.

Customers 190

Customers Course Interaction Customer Service 190

Kayako

APRIL 14, 2016

It offers a unique way for customers to learn about and get the most from your product or service. Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering? Read on to find out!

Self Service 120

Self Service Video Interaction How To 120

Steve DiGioia

JUNE 25, 2020

Regardless of your business, and no matter how hard you try to do the best for them, there will be situations where you have an upset customer who is dissatisfied with your product or service. Day in and day out, we must strive to provide the optimal experience for each customer interaction. But is this realistic?

Tips 290

Tips Course Customers Interaction 290

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience.

Customer Experience 151

Customer Experience Customer Service Gamification Interaction 151

NICE inContact

MAY 2, 2021

There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. Employees are the driving factor behind customer satisfaction. Employee interactions set the tone for a positive or negative customer experience.

Customer Centricity 156

Customer Centricity Culture Customer Satisfaction Course 156

Myra Golden

DECEMBER 9, 2019

Have you ever had a conversation with a customer service person, and it went something like that? And it’s hard to create rapport with customers if you sound mechanical. So it makes sense that one of the easiest ways to make your conversations with customers more warm and friendly is to speak in complete sentences.

Course 69

Course How To Tips Advertising 69

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

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction. Your company will choose which channels to configure for customers to reach out.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

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

Myra Golden

JUNE 23, 2020

. ” Like many customer service professionals, Andrea is experiencing what I now call the “COVID-19 Effect.” ” Customers are on edge about their money, whether to wear a mask or not, and from cabin fever. Employees serving customers have pandemic pressures on all sides.

Interaction 87

Interaction Contact Center Course Customer Experience 87

Customer Bliss

NOVEMBER 26, 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. . You matter.

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

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

Wootric CX Blog

SEPTEMBER 8, 2020

Customer experience has slowly overtaken both price and product as the most critical brand differentiator. Therefore, only brands that build flawless customer experiences through swift, reliable, and pro-active customer service have a chance to set themselves apart and capture (as well as retain) the lion’s share of the market.

Interaction 52

Interaction Customer Journeys Effort Score Touchpoint 52

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. AI in Customer Service will reduce customer wait times and improve overall efficiency.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. 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

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

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

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

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

Experience Investigators by 360Connext

JANUARY 26, 2021

What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. But those are all types of customer research. What is customer research, really? Simple, right?

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254