Sat.Apr 16, 2022 - Fri.Apr 22, 2022

article thumbnail

Brand Experience: What is It and How to Improve It

Alida

68% of men and 64% of women claim to have felt an emotional connection with a brand. And when that happens, they are much more likely to buy - even at a premium cost - and become loyal customers.

Brands 130
article thumbnail

How to Deal with Customer Complaints: The Perfect Thing to Say

ShepHyken

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. . The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting.

Customers 143
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

11 Articles You Need to Read About Today’s Employee and EX Landscape

InMoment XI

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need.

article thumbnail

How to Transform Customer Support – A Play in 3 Acts

Lumoa

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profit

Customers 208
article thumbnail

The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

article thumbnail

Spring 2022 Consumer Trends for Restaurants

IntouchInsight

Data driven decisions yield results. It’s why our suite of software and services are built around driving actionable insights from customer and operational data. And it’s also why we regularly release insights we’ve gathered from consumers across North American to help our partners – both current and prospective – get a leg up on their competition.

Consumers 232

More Trending

article thumbnail

Stress Awareness Month: 3 Ways Your Employees Can Combat Stress Year Round

InMoment XI

Did you know that April is designated as Stress Awareness Month? Merriam-Webster defines stress as “a physical, chemical, or emotional factor that causes bodily or mental tension and may be a factor in disease causation.” And looking at the world around us, there are many elements that could lead to immense feelings of stress. . Rather than rattling off a list of possible stressors, we want to talk about how you and your employees can manage these feelings year round with practical, accessible t

Resources 493
article thumbnail

Product News – April 2022

Lumoa

Lumoa Product News for April 2022 MASSIVE update to the Integrations hub – one click integrations with your favourite apps! Lumoa can now pull your web data through an API, with no fees to setup, and it takes just a few minutes! Pull reviews from popular places like Facebook , Zendesk, Trustpilot, Amazon, and more! Not just history – integrations will pull future data the day after it comes in!

article thumbnail

CX Tech Top-ups: Try our new custom records list builder!

IntouchInsight

Here at Intouch Insight, we are continuously releasing new features and product enhancements. This month we introduced new features to the Intouch Platform and to IntouchCheck™ that will make analyzing data as simple as possible. Intouch Platform. Build custom record lists that include any program, product, or data points that you would like. Ability to configure triggers based on location attributes.

Customers 156
article thumbnail

The Top 4 Credit Union Technology Trends to Watch

Comm100

Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members. With this in mind, it becomes crucial to keep an eye on the latest credit union technology trends that will help them to improve credit union member engagement and experience.

Trends 142
article thumbnail

How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

article thumbnail

What to Expect from Activate Spring ‘22?

Alida

The bi-annual event plans to deliver on its title (Experience, Reimagined) by shedding light on how to move back from reactive to proactive CX designing.

How To 130
article thumbnail

Guest Post: The Intersection of Engagement and Productivity

ShepHyken

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. According to Gallup, highly engaged teams are 21% more productive. What’s the connection between engagement and productivity and how do you achieve this nexus?

article thumbnail

Is Review Gating Allowed on Google?

ReviewTrackers

In case you missed it, Google recently updated its review policy and added the following requirements: Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers. What exactly does this mean for businesses? The short answer is: you can no longer filter customers before asking them for a review. You can’t choose who you’re going to ask (“selectively solicit”) reviews from.

article thumbnail

The Real Benefits of Chatbots in Higher Education

Comm100

Customer support has become a key differentiator in the marketplace today, and it’s no different in higher education. Today’s students have sky-high customer service expectations, driven by B2C experiences, technological developments, and even Covid-19. With a need to do more with less, higher ed is turning to technology to help them improve student support services for both prospective and current students.

article thumbnail

Retail Tech: Empower Associates, Optimize CX, and Boost Productivity

Speaker: Andrew Regan, Managing Partner at BlueSeed Retail Ltd.

Did you know that 70% of new retail technology fails to deliver expected benefits and can often decrease customer value, service, and experience? With that in mind, how can we empower our store associates to leverage new technology to optimize the customer experience and boost productivity? This exclusive webinar with Andrew Regan will dive into strategies to empower retail associates for success with new technology.

article thumbnail

How can you reduce contact centre response times?

Eptica

Date: Tuesday, April 19, 2022 Author: Pauline Ashenden - Demand Generation Manager How can you reduce contact centre response times? Published on: April 19, 2022. Author: Pauline Ashenden - Demand Generation Manager They say patience is a virtue. But not in customer service. Most consumers today want their queries turned around as quickly as possible, without having to wait.

article thumbnail

A NEW CUSTOMER EXPERIENCE METRIC WHICH SHOULD BE EVERY COMPANY’S PRIMARY FOCUS

The DiJulius Group

The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric. Rather than methods that can result in skewed “vanity statistics,” executives and.

article thumbnail

Idea Velocity Moving Faster Than Clients Process Proposed Solutions?

One Millimeter Mindset

Does your idea velocity move faster than clients are able to process what you have to say? Clients need mental breathing room, especially when dealing with complex problems. Consider that moving forward, there really are no simple issues. Everything and everyone is interconnected to everything and everyone else. As a result, clients wrestle with the single idea that yesterday’s linear thinking will not catalyze today’s and tomorrow’s successes.

article thumbnail

A Step-by-Step Guide to Writing Better Research Questions

dscout People Nerds

Say goodbye to doomed studies with invalid research questions, follow these tips to have a clear, solid start to your project.

Tips 124
article thumbnail

Improve Contact Center Outcomes with Key Insights

Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

article thumbnail

5 Rules of How to Effectively Target Your Critical Customers

Beyond Philosophy

Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the customers that want the same things and target them the same way? The answer is in customer segmentation, and we have five rules to share on how to segment properly.

article thumbnail

Mistakes to Avoid When Selecting a CS Platform: Not Putting Customer Success into the Hands of Your Whole Team

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . We’ve all been there.

article thumbnail

Flipping the Spoon – Your Data

Education Services Group

The Reason. My wife and I have been married for almost seven years. We were the couple that got married fast and haven’t looked back for a second. She is my best friend and the only person who knows me completely and wholly. Of course, I loved her before we got married, but there was a specific moment on our honeymoon as she walked along the beach a few paces ahead of me, the clear water gliding across her feet as they slightly sank in the sand, the sun softly approaching the waterline of the Gu

Data 98
article thumbnail

Ukraine: Innovation, technology and cutting-edge research

Clarivate

Ukraine has a rich history when it comes to scientific innovation, from physics to life sciences, chemistry and engineering. In this blog, part of a new series highlighting the contributions from Ukraine to global research, we analyze the growth and diversity of subject areas in Ukraine. We also look at Ukraine’s contribution to global Research Fronts , which form when clusters of Highly Cited Papers are frequently cited together.

article thumbnail

The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

article thumbnail

What makes ChurnZero a 2022 CODiE award Customer Success finalist?

ChurnZero

Did you hear that ChurnZero’s Customer Success team are finalists for a 2022 CODiE Award, the software industry’s only peer-recognized awards program? We’re in the running for Client Success Team of the Year. As a Customer Success company, this award couldn’t be closer to our hearts. CS is everything we do, and it’s what we’re here to help you do.

article thumbnail

Enterprise CS 301: Measure Business Impact the Right Way

Gainsight

When it comes to travel, they say half the fun is getting there—though it usually depends on which airline you take! . Similarly, establishing customer success (CS) at the enterprise level can be quite an exhilarating journey, both challenging and rewarding. The question is, what do you do once you are “there”? Is it enough to simply arrive at customer success, or is there an opportunity to truly make an impact on growth?

article thumbnail

Alchemer Expands Best-in-Class Security Controls with AI-driven Anti-phishing Protections

SurveyGizmo

Alchemer’s commitment to data privacy and security incorporates multiple layers of internal and third-party technologies, features, and controls. LOUISVILLE, COLORADO, April 19, 2022 – Alchemer – a global leader in Customer Experience (CX) and enterprise-feedback technology – announced today that it has expanded its enterprise-strength data security to include enhanced, proactive protection against phishing, providing customers and survey respondents with greater protection against suspicious da

Survey 98
article thumbnail

The Best Way to Handle Business Phone Call Overflow and Surges

Call Experts

You juggle many responsibilities like call overflow if you’re a small business owner. While you may be able to handle all of your duties yourself at first, as your business grows and changes, it becomes more difficult to wear every hat. You may need to hire employees to handle some of the tasks that run your company. One significant role is customer service.

article thumbnail

The Ultimate CX Solution: Combining Software + Service

In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.

article thumbnail

5 tech-touch Customer Success tactics that ChurnZero makes easy

ChurnZero

You can’t build or scale a high-performing team if process gets in the way of productivity. Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. When thoughtfully applied, automation makes digitized touchpoints and human touchpoints indistinguishable.

article thumbnail

The 4 Types of Data You Must Include in Your Customer 360 Heath Tracking

Gainsight

One of the most powerful tools in a Customer Success (CS) leaders’ arsenal is a data-driven 360 view of a customer scorecard. To truly understand where a customer is on their journey, and to be able to proactively identify risk, as well as opportunities for growth and expansion, you must have all essential customer data synthesized and distilled into a single pane of glass.

Data 98
article thumbnail

Product Analytics vs. Web Analytics - How Are They Different

InnerTrends

You may be asking yourself: What’s the difference between product analytics and web analytics? And when do you need one versus the other? Let’s find out.

Tools 105