InMoment XI

DECEMBER 21, 2021

This article was originally published on CustomerThink. Santa Claus (with the help of Mrs. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T. 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.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

Horizon CX

DECEMBER 21, 2021

Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to gradually end. Unfortunately, we are still not at that point in time neither now, nor is it likely we will be very soon.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Here we’ll look at the concept of milestone messaging and how it applies to key stages in your customer lifecycle.

Customer Success 105

Customer Success Management Net Promoter Score Effort Score 105

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. These numbers are also shared with other departments, executives, and even board members to inform how the business is doing.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Adrian Swinscoe

DECEMBER 21, 2021

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […]. The post Genesys is aiming to transform not only customer experience but employee experience too first appeared on Adrian Swinscoe.

Employee Experience 98

Employee Experience Customer Experience Connections Customers 98

Cyara

DECEMBER 21, 2021

Digital transformation is permanently changing customer experience. The past few years have ushered in rapid shifts in the world of customer experience. The pandemic brought sweeping changes to the way businesses interact with their customers and altered consumer expectations in dramatic ways. The wheels that have been set in motion aren’t likely to slow down anytime soon, either.

Trends 76

Trends Customer Experience Contact Center Consumers 76

ShepHyken

DECEMBER 21, 2021

Customer Service Avoidance. How CX Avoidance Impacts Customers, Employees, and Brands. Shep Hyken interviews Dan Hill, founder of Sensory Logic, Inc. and a pioneer of using facial coding in business to capture and quantify consumer responses. He is the author of nine books including his latest, Blah, Blah, Blah: A Snarky Guide to Office Lingo. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey.

Customer Service Representative 67

Customer Service Representative Customer Confidence Chatbots Advertising 67

CSM Magazine

DECEMBER 21, 2021

In a digital-first era, how do organisations show customers they care? Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations. In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre.

Technology 59

Technology Self Service Average Handle Time Analytics 59

MyCustomer

DECEMBER 21, 2021

CX leadership and the importance of predictability. Chris Ward. Tuesday, December 21, 2021 - 09:21. Customer experience management. Data management. Employee engagement. Podcast: CX leadership and the importance of predictability.

Leadership 55

Leadership Employee Engagement Customer Experience Management Engagement 55

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Customers

Blake Morgan

DECEMBER 21, 2021

? ? ? ? ? ? ? ? ? ? ? ?. Today’s customers expect brands to remember their likes and dislikes, which means personalization is table stakes, especially in e-commerce. . Delivering a solid personalization experience starts by leveraging customer data to understand their needs and preferences and adjust the experience in real-time. . Julie Penzotti, principal data scientist at Zulily , says the company collects more than 5 billion clickstream events of data every day.

Data 52

Data How To Analysis Analytics 52

MyCustomer

DECEMBER 21, 2021

Podcast: Leadership style and CX success. Chris Ward. Tuesday, December 21, 2021 - 09:21. Customer experience management. Data management. Employee engagement. Podcast: Predictability, firing & forgetting - leadership-style advice from the CX Leader of the Year.

Leadership 52

Leadership Employee Engagement Customer Experience Management Engagement 52

Zonka Feedback

DECEMBER 21, 2021

A company’s customer support team is a critical component that enables ensuring that customers continue business with you for life. And expecting customer service agents to take on such a huge responsibility without substantial customer data is unrealistic.

Tools 52

Tools Survey Data Customer Service 52

West Monroe

DECEMBER 21, 2021

We outlined in the first part of this series how the American Rescue Plan’s goal of expanding coverage for commercial and state Medicaid plans will pose unique challenges for health plans across the entire enterprise, both strategically and tactically. They must now meet the needs of a drastically reshaped beneficiary population—with new members comprised largely of younger, tech-savvy individuals, as well as those previously priced out of commercial plans with undermanaged chronic c

Healthcare 52

Healthcare Consumers Technology Competitive Advantage 52

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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

Zonka Feedback

DECEMBER 21, 2021

A company’s customer support team is a critical component that enables ensuring that customers continue business with you for life. And expecting customer service agents to take on such a huge responsibility without substantial customer data is unrealistic.

Tools 52

Tools Survey Data Customer Service 52

CSM Magazine

DECEMBER 21, 2021

SEO is a vital tool to a business and should not be overlooked in any business, there are many benefits to having a good SEO, and we will look at some of them. Why Is it Good for Your Business? A good SEO will ensure that your website ranks high on search engines results. Sites like that are considered high quality and trustworthy by search engines, which means that a good SEO will boost your business’ credibility.

Competitive Advantage 52

Competitive Advantage User Experience Customer Satisfaction Sales 52

SurveyGizmo

DECEMBER 21, 2021

Awards based on ratings and reviews from CX, EX, and Market Research Professionals. LOUISVILLE, COLORADO, DECEMBER 21, 2021 – Alchemer (formerly SurveyGizmo) – a global leader in Customer Experience (CX) and Voice-of-the-Customer (VoC) technology – announced today that G2.com awarded the company’s enterprise feedback platform the Best Meets Requirements, Fastest Implementation, Easiest Setup, Easiest Admin, and Easiest to Use awards in the G2 Reports for Winter 2022.

Report 52

Report Feedback Analytics Technology 52

CSM Magazine

DECEMBER 21, 2021

The move toward a decentralized office space and retail environment has accelerated in the past year and a half. There are various reasons for the acceleration toward a decentralized office space but suffice to say, the reality is that remote and hybrid work is becoming more the norm than in years past. In fact, since 2018, when only 7% of US workers worked remotely as an option, that percentage has grown to 26% in 2021.

Retail 52

Retail Customer Retention Communication Tools 52

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Tips

Uniphore

DECEMBER 21, 2021

As we begin to close out another year filled with massive, seize-the-day opportunities, I like to look at what our team achieved, even amidst significant challenges, and what’s to come. 2021 has been a year for record Uniphore growth in revenue, customers, and size of our organization. Today we are more robust than ever before. The momentum we’ve gained over the past several months (and years) has positioned us as the foremost leader and innovator in our industry.

Innovation 49

Innovation Insurance Leadership Government 49

Forrester's Customer Insights

DECEMBER 21, 2021

Starting in the 1800s, house calls from physicians were the norm. Traveling was too difficult for sick patients and house calls eliminated most of the healthcare costs of a standard visit. Until the 1940s, house calls were the primary modality of care. Physicians would travel with their medical supplies on foot or by horseback to […].

Healthcare 49

Healthcare Hospitality Travel Innovation 49

Knowmax

DECEMBER 21, 2021

The post DIY knowledge base for handling customer calls with ease appeared first on Knowmax.

Knowledge Base 52

Knowledge Base Customers 52

Forrester's Customer Insights

DECEMBER 21, 2021

Close your eyes and I’ll set the scene: it’s 2016. Chatbots are all the rage. News articles are predicting the death of the contact center as we know it. AI, the prophesied hero, powering the agent who doesn’t need breaks and can engage with 100 – no, 1000 – customers at once. Infinitely scalable human-like […].

Customer Service 49

Customer Service Chatbots Contact Center Customers 49

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

Perkville

DECEMBER 21, 2021

Gym Referral Program - From referral passes to direct mail marketing, Perkville provides some gym referral program ideas to help your gym get new members.

Marketing 40

Marketing Strategy 40

BlueOcean

DECEMBER 21, 2021

As the year comes to a close, we hope you find yourself working towards a very restful, well-deserved holiday season. But don’t set that “out of office” notification quite yet. Before you unplug and spend time with the people you care about, let’s look back on some of the most important contact center topics from 2021. Below you’ll find five of our very favourite articles from the Blue Ocean blog—we hope you find them useful!

Travel 31

Travel Hotels Contact Center Customer Care 31

Survicate

DECEMBER 21, 2021

The post 13 NPS Questions for Best Results appeared first on Survicate.

NPS 40

NPS Feedback Customers 40

Forrester's Customer Insights

DECEMBER 21, 2021

“My sales team has too many opportunities and too much pipeline” said no sales leader. EVER. Recent changes in B2B buying habits offer sales and marketing leaders a unique opportunity to adopt a new approach to building pipeline that will support reps’ quota attainment efforts. Sales Leaders Don’t Care About Leads-They Care About Opportunities Let’s […].

Sales 26

Sales B2B Marketing Customers 26

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Training

Survicate

DECEMBER 21, 2021

The post 13 NPS Questions for Best Results appeared first on Survicate.

NPS 40

NPS Feedback Customers 40

Clarivate

DECEMBER 21, 2021

In this continuing time of workplace change and evolution, we are proud to be able to consistently and continuously deliver on our clear mission : being a trusted, indispensable partner to innovators everywhere, delivering critical data, information, workflow solutions and deep domain expertise. This can only be possible through the commitment of our 8,500+ colleagues in more than 40 countries worldwide.

Policies 19

Policies Culture Analytics Innovation 19

SmartKarrot

DECEMBER 21, 2021

Customer Success (CS) roles and dedicated CS teams have risen in these last few years. In 2019, there were 40,000 CS job vacancies available in the UK alone, and the number is constantly growing with increasing competition in the SaaS market. So in 2021, it’s time that CS is provided with a seat at the C-suite table and made part of CXO conversations.

Customer Success 19

Customer Success Customer Centricity B2B Software 19