InMoment XI

JUNE 2, 2022

It’s no secret that customer onboarding is one of the most crucial (and oftentimes challenging) stages in a customer’s journey with your brand. Indeed, the onboarding process usually ends up setting the tone for their subsequent interactions with your employees, their perception of your messaging, and even their product experience (PX). These and other variables make a well-designed onboarding experience of utmost importance to organisations and their customer experience (CX) initiatives.

Survey 529

Survey Customer Experience How To Feedback 529

IntouchInsight

JUNE 2, 2022

When properly executed, mystery shopping programs enable businesses to objectively measure the execution of their brand promises and customer experience initiatives. Professional mystery shoppers provide eyewitness reports on physical environments, employee interactions, sales transactions, quality of services offered, and more.

Measurement 279

Measurement Report Sales Interaction 279

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple chann

Feedback 208

Feedback How To Ecommerce Touchpoint 208

QuestionPro Audience

JUNE 2, 2022

Have you ever wondered why some studies miss the target population? well, sampling sounds fun, but it’s an extensive process where each step directly impacts the outcome of your research. A sampling frame is a researcher’s list or device to specify the population of interest. It’s a group of components that a researcher can use to select a sample from the population.

Examples 195

Examples How To Study Survey 195

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Beyond Philosophy

JUNE 2, 2022

How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? I would argue it’s all of the above. But, also, these things are true about people’s trust in your life or customers on your sales reports.

Measurement 89

Measurement Survey Comparison Customer Journeys 89

Merkle

JUNE 2, 2022

Digital marketers from across the country descended on Mountain View, California last week for Google’s annual event, Google Marketing Live (GML). There were a lot of important topics covered, from the future of video to investing in privacy-safe measurement.

Video 98

Video Measurement Marketing 98

Cyara

JUNE 2, 2022

CX Defects and Failures Present Real Risks To Your Business. In call center customer service, quality isn’t always a given. In fact, it can be downright elusive. Just ask anyone who’s had to call their utility company or cellphone provider recently. But that doesn’t mean it’s unattainable. And, not only can contact centers achieve quality service; they must.

Call Center 84

Call Center Contact Center Customer Expectations Interaction 84

Helpware

JUNE 2, 2022

One of the biggest misconceptions in the field of artificial intelligence (AI) is that machines can do all the work themselves. The exact opposite is true. Yes, AI and machine learning have advanced capabilities to automate processes and tasks that would take humans tens and hundreds of hours to accomplish. But human intervention is necessary to guide the process.

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Cyara

JUNE 2, 2022

CX Defects and Failures Present Real Risks To Your Business. In call center customer service, quality isn’t always a given. In fact, it can be downright elusive. Just ask anyone who’s had to call their utility company or cellphone provider recently. But that doesn’t mean it’s unattainable. And, not only can contact centers achieve quality service; they must.

Call Center 76

Call Center Contact Center Customer Expectations Interaction 76

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Maru Group

JUNE 2, 2022

By Maria Melioumi, Marketing Writer, Maru/Matchbox | June 2, 2022. Consumers over 35 want an e-commerce platform that is vested in them now and in the long term. New homeowner, Olga, found the perfect sofa bed on the website of a furniture and home décor company. It was the ideal size for her office/guest room, and she was excited about her pending purchase.

e-support 83

e-support Customer Experience Retail Touchpoint 83

MiaRec

JUNE 2, 2022

We’re two and a half years year and half into CCPA (the California Consumer Privacy Act), an extensive regulation that kicked off in January of 2020, and it has had an effect on the way contact centers communicate with customers. Let’s take a few minutes and talk about how CCPA changes the way your agents work and what it takes to be CCPA-compliant.

Contact Center 71

Contact Center Consumers Communication Call Recording 71

Interactions

JUNE 2, 2022

Summer 2022 is upon us and, as the Washington Post covers, all indications suggest travel will be back to the pre-pandemic era. But the war in Ukraine, high inflation, and lofty gas prices have added uncertainty in the travel world and increased the likelihood for out-of-practice travelers to make errors. Travelers aren’t as attentive on the basics of travel preparation as they were pre-pandemic. .

Self Service 62

Self Service Travel Rewards Programs Virtual Agent 62

Uplight

JUNE 2, 2022

This spring in Uplight’s Annual Voice of the Energy Customer survey we asked over 1,000 residential customers about their energy saving interests and purchase/participation intentions such as energy saving tips, smart home, renewable energy, TOU rates, demand response, and other utility energy saving programs–comparing this to the previous two years.

Survey 64

Survey Tips Customers Industry 64

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Optimove

JUNE 2, 2022

As June starts and with it Pride month, we take a break from our usual publication calendar to recognize four campaigns that made our team stop and appreciate the way they put the spotlight on inclusivity. Indeed. We spend a significant portion of our lives at work, so finding a job that makes us feel satisfied and content is crucial. As part of their ongoing campaign, Empathy at Work, Indeed, the biggest job site in the world, focus on what they call “The Great Realization” brought

Brands 52

Brands Fashion Social Media Trends 52

Russel Lolacher

JUNE 2, 2022

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Industry 52

Industry 52

Zonka Feedback

JUNE 2, 2022

The job of a CX manager or professional is to create experiences that are aligned with customers’ expectations from the brand. And with over 2 billion people shopping online in 2021, digital experiences have become just as important.

Tools 52

Tools Survey Customer Expectations Brands 52

inSided

JUNE 2, 2022

Digital customer success is for everyone. This is the message that has echoed across LinkedIn and in the wider CS community for some time. And while that’s true, it doesn’t mean high touch is a thing of the past. We caught up with Brian LaFaille to get his take on segmentation and how they score customers at Looker.

Customer Success 52

Customer Success Customers 52

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

2020 Research

JUNE 2, 2022

Agile research technology streamlines business decision making with quick-turn, repeatable consumer insights. . This technology enables you to automate much of the setup and fieldwork, speeding up the process and keeping your research truly agile. While this could be one of the most fun steps in your agile transformation, it can also feel overwhelming.

Technology 52

Technology Tips Consumers Groups 52

Gainsight

JUNE 2, 2022

It’s been two years since the last full in-person Pulse. Now, the experience is back! And we are going to celebrate. But it’s not only the excitement about the return of Pulse to the Moscone West Center, attendees, vendors, speakers, parodies, and, of course, the puppies. Gainsight wants to celebrate you! We made it through one of the most challenging times in history.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

2020 Research

JUNE 2, 2022

Seventy-six percent of organizations undergoing an agile transformation cite “transforming the culture and ways of working” as their biggest challenge. How do you even begin to address the need for a culture shift? It can feel like a daunting task. Simplify it by tuning into the known issues first. Do you or others on your team want more technology within your current research process?

Culture 52

Culture How To Case Study Financial 52

Gainsight

JUNE 2, 2022

While the ultimate goal of any business is to continuously grow, there’s often the challenge of matching the available resources and capabilities at your organization with the total number of customers. When customer growth outpaces company size, you not only have to adapt to the sales and service needs of your base, but also keep pace with ensuring new and existing customers are achieving their desired outcomes from your product or service. .

Customer Success 52

Customer Success Resources Customers Sales 52

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Training

2020 Research

JUNE 2, 2022

You’ve successfully implemented agile research at your organization – congratulations! You already know agility is a way of operating, not a one-and-done solution. As your organization changes and grows, your process likely will too. That is, after all, the whole idea behind your agile transformation: making changes based on regular feedback. This requires continuous monitoring and optimization, which doesn’t have to be complicated.

How To 52

How To Guidelines Report Leadership 52

CSM Magazine

JUNE 2, 2022

Planogramming, often referred to as POG, is a term often used to describe the merchandising plan for the layout of a retail store. Retailers must be strategic with physical product placement in stores and on shelves. Products need to move to keep the store operating and making money. This means retailers have to get the most out of their space while also considering the needs of their customers.

Retail 52

Retail Consumers Strategy Brands 52

Centercode

JUNE 2, 2022

In my last post, we discussed measuring tester engagement as a part of test health. Today, we are going to discuss measuring product success.

Measurement 52

Measurement Engagement 52

InnerTrends

JUNE 2, 2022

Find out how the customer-led approach can align your team on what customer experience should be and drive your SaaS business growth.

Strategy 52

Strategy Customers Customer Experience User Experience 52

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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

Forrester's Customer Insights

JUNE 2, 2022

Every organization desires a positive return on its investments in data. Forrester data shows that advanced insights-driven businesses (IDBs) are 8.5 times more likely than beginners to report at least 20% revenue growth in 2021. It pays off to become an insights-driven business. Vendors and the media trumpet the success stories of companies that build […].

Data 49

Data Report Company Customer Insights 49

ReviewTrackers

JUNE 2, 2022

Management 65

Management 65

Forrester's Customer Insights

JUNE 2, 2022

On February 28, 2022, BP withdrew from a $25 billion investment in the Russian oil company Rosneft. This decision was an abrupt U-turn from a mere two weeks earlier, when the CEO of BP, Bernard Looney, confidently stated that the company would “continue the business of business” in the country, even as Russian troops massed […].

Company 49

Company B2B Brands Sales 49