Sat.Aug 20, 2022 - Fri.Aug 26, 2022

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Closed-Loop Customer Feedback: How to Drive Real CX Results


Customer satisfaction surveys have traditionally focused on collecting aggregate data. From a market research perspective, this approach makes sense—it’s statistically accurate, high-level, and shows trending data. However, many customers today often feel less than satisfied with this “open-loop system.” They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up.

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Alphabet Soup of CX Metrics


Ten years ago, I emerged from the intensely analytical digital agency world of clickthrough and conversion rates, funnels, and seasonality, and dove headfirst into the CX space. It took me a year of immersion to really understand the CX landscape and how to speak and think about it properly and confidently.

Metrics 130

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How Employee Churn Costs You Money

InMoment XI

It turns out that your greatest asset in your efforts to create an excellent customer experience (CX) can actually be one of your greatest costs. What are we talking about? Your employees, of course! And, more specifically, employee churn. Employees make or break the customer experience, and if they are not satisfied in their position, they can cost you money by negatively impacting customer experiences—or by packing up their bags and going elsewhere.

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Three Simple Ways to Get Customers to Trust You


Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? Here are a few possible reasons: . The product does what it is supposed to do. . They have great customer service. . They provide a great overall customer experience. . You like the employees. . The salesperson is knowledgeable and helpful. .

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Things the Healthcare Industry Can Learn from Retail CX


In a saturated retail market full of good products with competitive prices, the only way sellers stand out is by providing an excellent customer experience. Buyers who receive good customer service tend to become loyal advocates of the brand, while those who don't are more likely to take their business elsewhere.

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Possible Outcomes Of Unresolved (Or Ignored) Customer Complaints and Requests

CSM Magazine

No business is perfect. Despite your best efforts to provide quality products and services to your target audience, mistakes, oversights, poor decisions, and negative experiences are bound to occur. Although the goal is to minimize such outcomes, when situations arise that cause a customer to file a complaint or make an inquiry, businesses must be prepared to resolve the matter as efficiently as possible.

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How to Calculate Customer Effort Score 


As a customer success manager with unlimited access to industry thought leadership (thanks, internet!), you know exactly how rapidly things change and how quickly new metrics pop up on the scene. Already it probably feels as though you’re measuring a hundred different metrics that all mean different things: product usage rates, customer success scores, and more.

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Why You Should Analyze Customer Conversations In Chat


Chat for customer support was starting to trend before the pandemic. But as it wore on, customers took an even bigger interest, and live chat tickets surged by 50%. Today, according to Zendesk, support teams that have the fastest resolution times and highest CSAT ratings are 42 percent more likely to be messaging with their customers. The Benefits Of Analyzing Your Customer Conversations.

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Five examples of brands driving customer-centric innovation


Customer centricity is now the ultimate “must have” for business empowerment that is assured to drive organizations to success.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

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.

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What Is Sentiment Analysis? Definition, Types, Importance, and More

InMoment XI

There is so much more to communication than just the words we say. Take sarcasm, for instance. Sarcastic comments often rely heavily on irony, conveying the opposite meaning from the one being directly expressed. But this irony is hard to convey without the added benefit of voice inflection and bodily cues (which is why it can be so problematic when someone tries to be sarcastic in a text message or email).

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Five Opportunities for Convenience Stores in 2023


As the summer comes to a close and brands look ahead to 2023, Cameron Watt, President & CEO of Intouch Insight, addressed attendees of the Outlook Leadership Conference in Asheville, North Carolina. Watt’s speech covered observations and opportunities for convenience stores that were uncovered by Intouch Insight’s ongoing consumer surveys, mystery shopping, and audit programs.

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How a Service Code Empowers Employees to Deliver Exceptional Experiences

Experience Investigators by 360Connext

The frustrated leader looks to the heavens, shaking their fists toward the sky. “It seems so obvious,” they shout. All around, trees empty themselves of scattering birds. Ok, maybe the picture I’m painting is a bit melodramatic — but it’s not far off a reality that’s happening at far too many organizations. These fed-up leaders often lean on this phrase — “It seems so obvious !

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How Call Coaching Will Help You Retain More Customers and Make Customers Happy


Customer retention is the most important aspect of doing business. It helps you realize your company’s profitability and improve customer service, market share, and revenue. However, retaining customers can be one of the most challenging aspects of running a company. Studies show that only 30% of companies retain more than 50% of their customers after two years!

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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The Future Today! How to Build a Proactive Experience to Gain Growth and Save Costs!

Beyond Philosophy

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences.

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Net Promoter Score for Ecommerce: 9 tips & tricks


As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. You can get by without paying attention to NPS, but you will thrive when using it as a growth north star. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. The higher your NPS, the higher the chance that your customers will turn into active Promoters and enthusiastic advocates for your products.

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Amazing Business Radio: Zhecho Dobrev


The Value of Emotional Attachment in the Customer Experience. Don’t Overlook the Value of Emotions . Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares how emotions and customer relationships affect buying decisions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company.

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B2B Customer Journey Touchpoints CS Teams Need To Plan For


B2B Customer Journey Touchpoints: A Guide for CS Teams. B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue.

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The Best Ideas From CS Experts Worldwide – All in One Place

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.

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Aligning Your Community Plan with Stakeholder Expectations

Vanilla Forums

Cycles in business are normal. When COVID-19 first reared its ugly head, companies were forced to re-evaluate their in-person strategies. This quickly translated, for many companies, to seek community programs as a panacea. Companies who had never considered online spaces for their audiences now looked at ways to shift the way they did business suddenly.

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Top 10 Customer Experience Podcasts You Should Listen To


Podcasts are no longer just a nice addition to your content and marketing strategy — they’re a necessity. As of last year, there were 850,000 active podcasts with over 48 million total episodes in all of 2021, a 20% increase from 2020. Podcasts offer listeners the flexibility to tune in and learn about a wide array of subjects, on-demand from anywhere, at any time.

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Is Targeting Perfectionism Impeding Being Purposefully Present?

One Millimeter Mindset

Initially, there’s a high probability you will lose your balance when learning to ride a 2-wheel bicycle. Also, there’s a high probability that you will fall off the bike and land on the pavement. Ouch. So, what will you do next? Right now, many of you parent, teach, or coach young people doing life events for the first time: learning to ride bicycles, play sports, attend kindergarten.

Sports 101
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Top 6 Tips for a Successful SaaS Customer Engagement Strategy


Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue. In this article, we’ll offer some tips for a winning customer engagement SaaS strategy.

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A 360-Degree Approach to Customer Feedback - Using Online Reviews & Surveys

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.

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Leadership Advice And Why Equality Matters

Doing CX Right

Catherine Sugarbroad, Chief Revenue Officer and Founder of, and Stacy Sherman discuss the meaning of equality in and out of the workplace, and why advancing women's leadership impact retention and customer experiences. The post Leadership Advice And Why Equality Matters appeared first on Doing CX Right.

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10 effective employee retention strategies 


In a world where a remote or hybrid work experience is the new normal, employees now have greater flexibility when choosing where they want to work and employers have added pressure to avoid turnover and improve employee retention. The good news? Actions can be taken to help keep your talent around for longer. In fact, according to a recent Work Institute report , more than three-quarters (77%) of the reasons why employees leave are preventable.

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Home services marketing – the ultimate guide


The average cost for home maintenance is between $2000 and $2500 per year – and that number is rising. For customers, it’s worth the time to research home services providers that are affordable and do great work. If you own a home services business, it’s important you’re visible on popular search engines like Google and Bing. With a home services marketing strategy, you can attract new customers and start to grow your business.

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Weather the Storm


It is tempting to enact severe actions during an economic downturn to save costs. Before you start slashing budgets across the entirety of a business, consider the following. Evaluate ROI, not just costs. When scrutinizing budgets with an eye to savings, look beyond the cost and ask what value each item contributes to the company. In the case of CX programs such as support and moderation, it’s tempting to view these as mere operational costs — easy candidates for reduction.

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Maximizing Productivity in the Contact Center

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

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45 Website Usability Survey Questions

Zonka Feedback

Whether you’re selling a product, a service, a course, or looking to have users sign up for a subscription, a website always has a key purpose. As a skilled developer or CX manager, your goal should be to create a website that guides users or potential buyers to achieve that purpose. However, issues like a long page-loading time, inconsistent information, cluttered interface, etc., can drive users away even before they consider making a transaction.

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Q&A recap | From overwhelmed to over quota: How to be a more effective CSM


As a CSM, are you stuck in a vicious cycle of overwhelm? You wake up and go to sleep thinking about work. Your doomy to-do list follows you around like a shadow. Nagging thoughts of everything you didn’t get done dominate your free time. When you do get to experience that rare endorphin buzz of getting caught up, it’s eclipsed by the fear of that next fire drill lurking around the corner, waiting for the perfect time to crash your productivity party.

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Credit Card Processing For Small Businesses


According to the National Retail Federation, 83% of consumers say convenience is an important part of the shopping experience. A big part of that convenience has to do with easy payment options. This is why credit card processing for small businesses is so important. However, choosing a provider that best fits your business needs can be challenging.