July, 2022

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4 Keys to Transforming Your CX Program to an ROI-Focused, Revenue Generating Machine

InMoment XI

2022 is being branded as “ The Year of the Squeeze. Challenging economic conditions that are bordering on a recession have forced businesses to either raise prices, cut costs, or a combination of both.

ROI 358
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Customer Perception: What It Is and How To Measure It

Kayako

The concept of customer perception seems obvious, it is basically the customer’s opinion of a company at any given point during their customer journey. What is not so simple is tracking and measuring all the different variables that influence customer perception.

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How lululemon Co-Creates Experiences with and for Their Customers

Alida

lululemon is a Canadian athletic apparel retailer with massive global appeal that creates high-performance athletic apparel and accessories through a human-led design approach.

Apparel 201
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The Role of Customer Experience in Telco

Lumoa

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. .

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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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Virtual Mystery Shopping Do’s and Don’ts in 2022

IntouchInsight

Keeping experiences consistent, both in-person and online has never been more important. Over the past year, we’ve seen a significant acceleration in the adoption of e-commerce and other methods for interacting virtually with businesses.

More Trending

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The Best Way to Identify (and Share) the Moments that Matter with Frontline Employees

InMoment XI

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics.

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3 Benefits of Knowledge Management for Customer Service

Kayako

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true.

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Drop the Cute Puppy and Let Your Stars Shine

Steve DiGioia

Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected.

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Developing Cross-Functional CX Buy-In: 3 Challenges & Methods

Experience Investigators by 360Connext

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success.

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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Coffee: A Hot Commodity for Convenience Stores

IntouchInsight

Coffee is a big part of many consumers’ daily routines. Whether it’s a kick of caffeine in the morning or a little boost to power through the afternoon, just under 75% of consumers surveyed said they regularly purchase coffee.

Survey 156
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How Sentiment Analysis Can Help Save Customer Satisfaction

Omnicus

Using customer satisfaction surveys is often a good indicator of how satisfied your customers are, but they are just an indicator. The measurements say very little because very few respond to such surveys. According to CustomerSure, only 15 percent of surveys are answered by customers. With such a small data set, you probably do not have a good representation of all customers' actual impressions of your company.

Analysis 140
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How Quick Service Restaurant Brands Can Drive Profitable Guest Experience Programs

InMoment XI

Many restaurants, including quick service restaurants (QSRs) are overwhelmed by the impact of online reviews. As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting.

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Digital Ethnography: Turning Research Inside-Out

QuestionPro Audience

Why are we just now paying attention to such an essential aspect of our consumer behavior? Well, there are many reasons for the industry to be interested in this, one of which being its ability to collect large amounts of data from a diverse range of respondents.

Study 195
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Emotional Value Index (EVI): The Next Big Thing in CX Since the NPS

95% of purchasing decisions are emotion-based. This led to the creation of the EVI®, the Emotional Value Index. In this eBook, you will find all you need to know about how to measure and manage customer emotions and EVI® to grow your business.

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10 Ways to Improve your Customer Centricity Today

C3Centricity

Many of you know that it is vital to continuously improve your customer centricity. You must put the customer clearly at the heart of your business in everything you do. But that’s easier said than done, because your customers are constantly changing.

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Customer Listening Posts: Ask These Questions to Boost Your VoC Program

Experience Investigators by 360Connext

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts?

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Becoming the architect of the customer experience

Alida

When customers approach your company, they’re not just looking for a product or service. They’re looking for an experience —one that fully immerses them in your world. Customer Experience

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How SaaS Companies Can Project Their MRR Using NPS (6 Actionable Tips)

Retently

Monthly recurring revenue, or MRR, is the lifeblood of any SaaS business. If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits.

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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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How a Global Grocer Turns CX Feedback Into Realized Customer Spend Targets

InMoment XI

The Context. A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic.

Feedback 381
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Insight Community: How to Maximize Your Data

QuestionPro Audience

Implementing an insight community has recently become the most widely used research method. There is a change in how organizations analyze research data and stay on over these changes. It is necessary to be collecting information on an ongoing basis rather than just once.

Data 195
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This is How You Reduce Escalations

Myra Golden Media

As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down , techniques right out of my De-escalation Training.

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Amazing Business Radio: Deon Nicholas

Shep Hyken

Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience.

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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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Alida Summer ‘22 Product Release: Customer Journeys helps improve your customers’ entire experience

Alida

Our Q3 release also includes 15 new features to further boost the Alida TXM platform. Customer Experience

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Developing Cross-Functional CX Buy-In: 3 Challenges & Methods

Experience Investigators

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success.

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9 Must-Read Articles on EX, Linking EX & CX, and Branded Experience

InMoment XI

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience.

Brands 373
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Participant Recruitment: What it is & Who to do it

QuestionPro Audience

Why is Participant Recruitment important in data collection and insight interpretation? Have you ever wondered where the planning of market research begins? What is the first step in this process? What aspect should you consider to guarantee a successful research project?

Study 195
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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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How to Be Funny and Use Humor in Business to Your Advantage

Beyond Philosophy

When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” ” To this day, I am still proud of that report card. Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage.

Examples 136
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Different is Better Than Better

Shep Hyken

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. .

Fashion 103
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How to understand, engage and retain hard-to-reach hourly workers

Alida

Seasonal and hourly workers are notoriously hard-to-reach and harder still to retain. Learn how you can increase engagement, get more survey completes, and instill more loyalty. EX Series

Loyalty 130