Mon.Dec 27, 2021

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How to Calculate CES (Customer Effort Score)?

Zonka Feedback

Did you know that your unhappy customers can cost you billions? According to Forbes, 30% of disloyal consumers say they share bad word-of-mouth for business on social media or post a negative review online. And this is like burning a bridge for other new customers as well. But the question is - if you are good at everything like product quality, pricing, and features, then what triggers disloyalty among your customers?

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Digital Customer Experience: The Value of “Slamming” Your Assumptions

InMoment XI

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. And whether we’re making a change to the website, opening a new store, or debuting a new product, that prediction will either be right or wrong. When we’re wrong, or surprised, it can be easy to feel like we have failed.

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How to spot and act on agent training opportunities

NICE inContact

Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World." This eBook is packed with insights from industry experts that will help you optimize your agents' skills.

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Reimagining the IT Help Desk with Tech Mahindra’s Lawrence Sathiaraj

Uniphore

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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The Corporate Playbooks Used to Combat Organizational Trauma (And Why They're Not Enough)

dscout People Nerds

Design professionals report on organizational trauma—and the inadequate ways their org address It.

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5 Top Customer Service Articles of the Week 12-27-2021

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Missions Media) Before Yelp and Google, if you had a bad experience at a business, you might mention it in passing to your family or friends, promise never to return to the place that mistreated you and then

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The Most Popular Blog Posts of 2021

SmartMessage Blog

As we embrace the new year, we analyzed the interest for our 2021 content as a tradition. In the light of statistics, we can clearly state that email marketing is here to stay. The demand for marketing automation continues while chatbots are more engaged with business life. Here are the top 2021 blog posts from SmartMessage. Benefits of Email Marketing For Your Business.

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Top 14 CHRO Priorities and Trends in 2022

SurveySparrow

The Chief Human Resources Officer (CHRO) is someone who takes care of all human resource management issues in an organization. CHRO priorities can include anything from upskilling the employees to rewarding the workers. The way a CHRO works can have a lot of bearing on the organization. It can be the difference between a happy set of employees and disgruntled ones.

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Why VPNs are Vital for Data-Driven Businesses

CSM Magazine

When it comes to protecting the privacy of your company’s data, a VPN is essential. Depending on your needs, it can provide a high level of security to your business and its customers. What is a VPN? The acronym “VPN” stands for virtual private network, an encrypted network that extends across the Internet and enables users to send and receive data across shared or public networks as if their computing devices were directly connected to the private network.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Drive early ‘Time-To-Value’ through Customer Success

CustomerSuccessBox

In this age and era of the subscription economy, customers are inundated with multiple options. To make them stay with you it’s super important that the customers see value in your offering. That too as early as possible. For that to happen, understanding Time-To-Value (TTV) is key. Tracking, measuring, and improving this metric should be your number one priority.

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4 Signs You Need to Hire a Workers’ Compensation Attorney

CSM Magazine

Workplace injuries are one of the most unfortunate events ever for an organization. And to compensate for such unfortunate incidents, the law makes the injured employee entitled to workers’ compensation. This monetary compensation covers cash benefits or direct medical care as compensation for the damage that the person has gone through by becoming ill or getting injured as a direct effect of the job.

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Debunking the Top 5 Myths Associated with Customer Centricity

SmartKarrot

It is often said that the customer is the king, but the fact of the matter is that not many companies can understand the needs of their customers. We have heard it many times… If we can somehow understand our customers, they will help us bring in more business. But, when it comes to practically implementing it, many people are not clear with the concept of customer-centricity.