Comm100

JANUARY 6, 2022

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In a recent study, this exact finding was discovered. 67% of customers said they would spend more money if they received a better customer service experience. With so much riding on CX, alongside momentum from the pandemic, 2022 will see digital CX excellence become a key growth strategy across industries.

Customer Experience 216

Customer Experience Omni-Channel Chatbots Social Media 216

InMoment XI

JANUARY 18, 2022

It’s never been more important to stay tuned into employee and customer experience trends. In the past few years, businesses have had to pivot countless times in order to adapt the experiences they provide customers, employees, and the greater market. But keeping up with quickly evolving employee and customer expectations is easier said than done. This is where InMoment’s newest report comes in.

Trends 493

Trends Measurement Customer Experience Entertainment 493

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset. A strategy. A business discipline. Customer experience is more than one area, product, service or person.

How To 378

How To Customer Journeys Culture Training 378

GetFeedback

JANUARY 31, 2022

Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report.

Customer Experience 368

Customer Experience How To Report Customers 368

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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

Steve DiGioia

JANUARY 3, 2022

We all speak about expectations, customer expectations. They can be reasonable or extreme, and sometimes achievable or bizarre. But usually, they are appropriate. As a customer, I expect a basic minimum such as: The product or service should work as expected. The product or service should be reasonably priced and in line with similar products. The product or service should be safe to use.

Customer Expectations 351

Customer Expectations Social Media Advertising Touchpoint 351

Alida

JANUARY 18, 2022

Understanding what your customers want and expect is key to any business’s success, but uncovering those insights can take a lot of effort. You need to collect broad customer feedback, which means getting responses that are representative of your entire customer base.

Customer Engagement 246

Customer Engagement Engagement Feedback Customer Base 246

InMoment XI

JANUARY 4, 2022

We’ve all been there. You’re shopping for something online and you start to compare options on different websites. You’re excited to explore a particular item, but as soon as you click into the brand’s website, a little window pops up asking you what you think of the website experience. “What experience?” you think. “I barely just entered the page!”.

Feedback 598

Feedback Customer Experience How To Survey 598

C3Centricity

JANUARY 17, 2022

Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation. At times like these I find it useful to motivate with some inspiring quotes from people much wiser than I. If you are looking for ways to motivate and inspire your own team, then I am sure you too will enjoy these.

Marketing 228

Marketing Comparison Innovation Strategy 228

Comm100

JANUARY 5, 2022

It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel. However, the effectiveness of this channel can vary widely depending on the live chat software.

Government 192

Government CRM eBook Software 192

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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

Steve DiGioia

JANUARY 17, 2022

There are 2 kinds of people. One never asks for directions. One always asks for directions (or at least is not hesitant to ask). In a past Tips on Thursday newsletter , I wrote about taking the initiative, finding your own course of action, and making a decision based on experience, availability, practicality, etc. This mindset seems to match those who never ask for directions because they can make their own decisions.

Guidelines 291

Guidelines Examples Tips Course 291

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. He also revealed what gets him going and what excites him the most about the future of Uniphore.

Meeting 246

Meeting Culture Exercises Connections 246

Alida

JANUARY 25, 2022

2022 is here and we’re kicking off the year with some amazing new product innovations that will help you get closer to your customers than ever before. Our upcoming Winter ‘22 product release includes many new features and functionalities to the Alida TXM Platform. Some highlights include monitoring online reviews with Alida Social, better targeting customer segments with Alida Touchpoint, easily tracking and automating your insight efforts with AI-infused Text Analytics and Dashboards, and so m

Analytics 246

Analytics Touchpoint Innovation Customers 246

InMoment XI

JANUARY 27, 2022

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. This happens because each party, due to their experience, sees the business through a different lens. In fact, COVID-19 has further encouraged most businesses to prioritise a more operational lens, decreasing their focus on the customer experience.

Airlines 529

Airlines Customer Experience Policies Financial 529

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

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion.

Customer Care 200

Customer Care Customer Service Culture Customers 200

ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.

Customer Experience 174

Customer Experience How To Touchpoint Communication 174

Heart of the Customer

JANUARY 20, 2022

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot. We believe, with the right systems in place, that individual frontline workers can […]. The post A Journey of One: The Future of CX appeared first on Heart of the Customer.

Training 148

Training System Engagement Customer Experience 148

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Tune in to learn more! Creating Loyalty that Lasts. So many CX leaders are dead set on impressing their customers but Jon urges them to go one step further and create a customer relationship where they’re utterly obsessed with your s

How To 143

How To ROI Study Customers 143

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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

Alida

JANUARY 17, 2022

When it comes to product design, there’s a preconceived notion that the best thing to do is design for one type of person — the most average consumer.

Consumers 246

Consumers 246

InMoment XI

JANUARY 25, 2022

Employee engagement has become a hotter topic than ever in the age of The Great Resignation. Millions of employees are quitting their jobs and heading elsewhere, leaving countless organizations scrambling to retain their remaining talent and/or evaluate why their workforce is in such flux. If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial B

Employee Engagement 529

Employee Engagement Engagement Culture Employee Experience 529

Bill Quiseng

JANUARY 10, 2022

For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.

Leadership 167

Leadership Culture Loyalty Engagement 167

The DiJulius Group

JANUARY 10, 2022

In 2022, Chief Marketing Officers (CMOs) will need to either expand their skill set and value they bring to their organization or run the risk of being eliminated. For the past several years, the CMO position in corporate America has been on the decline. Branding has changed. It is no longer about building a perception. Read Full Article. The post Chief Marketing Officers Need to Adapt or Risk becoming Extinct appeared first on The DiJulius Group.

Marketing 137

Marketing Groups Brands 137

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

ShepHyken

JANUARY 19, 2022

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business? I receive surprise appreciation gifts from clients. I’m enjoying a box of chocolates a client sent as I create this post.

Transportation 128

Transportation Customer Service Training Course Customer Service 128

dscout People Nerds

JANUARY 19, 2022

Though created to protect participants, company Institutional Review Boards can do more harm than good. But by making them less formal, both participants and researchers can benefit.

Company 132

Company 132

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. Published on: January 17, 2022. Author: Pauline Ashenden - Demand Generation Manager With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights.

Analytics 127

Analytics Data Customer Service Trends 127

InMoment XI

JANUARY 6, 2022

Though customer experience (CX) programs are always changing and evolving, one element that many brands constantly consider is whether to add a CX incentives program to those initiatives. . On its face, such a program may seem quite straightforward—directly reward experience outcomes or add incentives to existing programs, and you’re good to go. However, there are actually quite a few factors that organizations need to look at while weighing an incentives program, not the least of which is ensur

Rewards Programs 493

Rewards Programs eBook Report Feedback 493

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

Interactions

JANUARY 20, 2022

The holidays have ended and now it’s time to pay off those bills. For most people it’s all part of the season of giving. However, for some debt-ridden consumers, this time of year serves as a glaring reminder of their obligations. Many use the New Year as a starting point to try to make amends, and make a resolution to pay off their debts or make arrangements to reduce them.

Brands 125

Brands Virtual Agent Consumers Retail 125

Alliance by IFS

JANUARY 20, 2022

Cimcorp Group is a manufacturer and integrator of intralogistics automation whose intelligent solutions have brought peace of mind to warehouses. The post Cimcorp’s IT Strategy for Working Smarter with IFS Cloud appeared first on IFS Blog.

Strategy 123

Strategy Groups Innovation Customer Engagement 123

ShepHyken

JANUARY 4, 2022

Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience.

Virtual Agent 128

Virtual Agent Contact Center Consulting Communication 128