InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) to look at cutting discretionary spending. And, unfortunately, customer experience programs may fall on the chopping block. In fact, research shows that 30% of businesses reported having budget related issues to their CX programs.

Customer Experience 557

Customer Experience ROI Customers Effort Score 557

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. This blog recaps the best bits from this conversation.

Meeting 229

Meeting Customer Experience How To Virtual Agent 229

Kayako

AUGUST 19, 2022

Let’s say you are a teenager and want to borrow your aunt’s car. Do you ask her right after she just hung up from an annoying call? How about when she comes inside after mowing the lawn on a hot day – that same lawn you were supposed to mow yesterday? Most likely, you would choose a different time to ask for the car. Why? Because in those examples, the details surrounding her situation, also known as the context , are not favorable to you getting the keys to freedom anytime soon.

Customer Experience 156

Customer Experience Customer Service Customers Effort Score 156

Alida

AUGUST 16, 2022

Now that customer-centricity is the top priority for the C-Suite, business leaders from all areas are faced with the imperative of transforming the customer experience. But, what does that entitle and how will it affect your business? Where to start?

Customer Centricity 130

Customer Centricity Culture Company Customer Experience 130

Speaker: Joe Cicman - Principal Analyst at Forrester | Jason Cottrel - CEO & Founder at Orium | Kelly Goetsch - Chief Strategy Officer at Commercetools

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

Retail

TechSee

AUGUST 17, 2022

Growth and customer loyalty have historically been product-led. The company with the newest gadgets, with the best features, or the best price were often the market share winners of their industry. Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives. Today, there is a shift in the role customer service quality plays on customer loyalty.

Loyalty 109

Loyalty Customers Customer Experience Report 109

COPC

AUGUST 16, 2022

Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. Measure three quality metrics vs. one overall quality score. Evaluate interactions from the customer’s perspective. Turn your quality assurance program into a trusted source for customer insight.

Customer Satisfaction 75

Customer Satisfaction Customers Customer Experience Metrics 75

Solvvy

AUGUST 17, 2022

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business. However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and re

Measurement 102

Measurement Net Promoter Score Customers Customer Retention 102

Adrian Swinscoe

AUGUST 19, 2022

Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […]. The post Customer neglect is real and needs to be managed, as do customer expectations first appeared on Adrian Swinscoe.

Customer Expectations 98

Customer Expectations Customers Management Customer Experience 98

Helpware

AUGUST 18, 2022

After a lackluster 2020 due to the pandemic, 2021 saw the strongest retail growth in more than two decades. As e-Marketer reports , brick-and-mortar sales rebounded, and eCommerce growth was impressive. Total US retail sales topped $1.2 trillion, up 16.1% over 2021. And all signs point to 2022 continuing on a positive trajectory.

Ecommerce 74

Ecommerce Retail Customers Sales 74

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. And that’s why the retail customer experience is more important than ever before. Consumers are no longer satisfied with “just” a product and are finding different, more fundamental means of identifying (and spending money) with brands.

Customer Experience 529

Customer Experience Retail Customers Airlines 529

Lumoa

AUGUST 18, 2022

“How likely would you recommend (insert business name) to someone?” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the bus

Customer Journeys 208

Customer Journeys Survey Customer Experience Feedback 208

Omnicus

AUGUST 17, 2022

While it might not be as glamorous as building a new feature or launching a product, customer support is still an important part of every business. And no one is better suited to providing that service than a Customer Service Representative (CSR). But what exactly does the role entail? And how can you attract the best candidates to fill it? In this article, we’ll explore what makes a good CSR and share some tips for hiring managers looking to post a job description for one.

Customer Service Representative 182

Customer Service Representative Customer Service Customers Tips 182

Beyond Philosophy

AUGUST 18, 2022

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Today, we discuss personality and try to correct imbalances placed on one type of personality over another.

Customer Experience 147

Customer Experience Measurement Examples Training 147

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Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.

Customer Centricity

ShepHyken

AUGUST 17, 2022

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Customers 133

Customers Airlines Customer Service Comparison 133

TechSee

AUGUST 16, 2022

TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry. New York, August 16th 2022 – TechSee , the market leader in Computer Vision solutions for customer service, today released the results from its 3rd annual State of Customer Loyalty and Churn, the 2022 Edition. The report focuses on the impact of the pandemic on consumer behaviors with the key findings showing a significant loss of product-dependent brand loyalty.

Loyalty 109

Loyalty Poor Customer Service Customers Customer Experience 109

Eptica

AUGUST 19, 2022

Date: Friday, August 19, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres must focus more in First Contact Resolution. Published on: August 19, 2022. Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience.

Net Promoter Score 106

Net Promoter Score Customer Experience B2B Metrics 106

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. Customer retention software automates best practices for maintaining clients, helping you deliver successful outcomes that inspire subscription renewals and repeat business.

Customer Retention 101

Customer Retention Customer Success Software Customers 101

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Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

Feedback

Clarivate

AUGUST 18, 2022

From today, we’re pleased to announce that Web of Science Researcher Profiles is improved with new features for tracking your publications, citation metrics, peer reviews and journal editing, all in one place – making it the one-stop destination for managing your academic profile and demonstrating your expertise. We have created the next generation of the Web of Science Researcher Profiles by incorporating the best features of Publons and ResearcherID.

Metrics 105

Metrics Feedback Interaction Resources 105

Beyond Philosophy

AUGUST 13, 2022

Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor? How you answer this question is one of many ways that you can explore your personality type.

Customer Experience 88

Customer Experience Consulting Customers Conference 88

Zonka Feedback

AUGUST 19, 2022

Positive Feedback, when delivered properly, has the potential to enhance the relationship between employees and organizations. It’s a catalyst for employee development and the right alternative to the usual employee performance reviews. And honestly, we all know how we feel about post-performance reviews.

Feedback 98

Feedback Examples 98

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible.

Customer Journeys 95

Customer Journeys Customer Success Customer Experience Customers 95

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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p

Contact Center

Merkle

AUGUST 17, 2022

B2B buyers will be, and always have been humans with emotions. Despite this, B2B marketers have not always woven this information into their strategies. They use complex, feature-laden language which can make the buying process difficult. All of us have learned what makes a smart business purchase: ROI. ROI is serious. ROI isn’t fun, engaging, adventurous, or inspirational.

B2B 98

B2B Marketing ROI How To 98

BirdEye

AUGUST 15, 2022

93% of customers find local businesses online. So it’s not just important that your business take advantage of online marketing strategies — it’s imperative. With a solid online marketing strategy, you’ll be better able to connect with potential customers in your area and generate more leads for your business , no matter its size. In this blog post, we’ll share some quick and easy ways to get started with local online marketing as well as the benefits your businesses can

Tips 98

Tips Marketing Social Media Customer Experience 98

Zonka Feedback

AUGUST 18, 2022

A renowned brand is never the result of just excellent products; it is the product of a two-way relationship between the brand and its customers. A successful brand knows what its customers prefer, what influences their decisions, and what would drive them away. And this helps them in creating fruitful customer experiences that reduce churn and increase conversions.

Customer Insights 98

Customer Insights Customers Customer Experience How To 98

kommunicate

AUGUST 17, 2022

Last Updated on August 17, 2022 Today, the bots quickly responding to a query has become a thing, and it is only for the good of a business. 41% of customers prefer to interact on live chat, and 79% of them like it for fast responses. These studies indicate the potential of live chats and [.]. The post What is a Virtual Agent? ( Difference, Benefits, Use Cases) appeared first on Kommunicate Blog.

Virtual Agent 97

Virtual Agent Interaction Study Customers 97

Advertiser: ZoomInfo

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

Touchpoint

Merkle

AUGUST 15, 2022

We listen to the news and hear that some areas of the US are paying $3 more for a gallon of gas than other places. So intuitively, we understand that different parts of the country are impacted differently when it comes to inflation.

Insurance 98

Insurance Meeting 98

BirdEye

AUGUST 15, 2022

When customers search for your products online, will they see you or your competitors first? If you aren’t ranking high enough in search results, you may be losing leads that are clicking on the links above yours. To make sure your business is the first one they see, you need to start focusing on Search Engine Marketing (SEM). SEM is an essential practice for businesses that want to be found as quickly as possible when potential customers search for products and services related to their industr

Customers 97

Customers Marketing Advertising Customer Experience 97

Zonka Feedback

AUGUST 17, 2022

Nowadays, brands are using negative feedback loops and positive feedback loops to effectively manage customer relationships. Feedback loops prove to be a powerful tool when it comes to improving product/services and envisioning growth.

Feedback 98

Feedback Customer relationships How To Brands 98