InMoment XI

APRIL 26, 2022

Diversity and inclusion initiatives have become front and center for many organizations in recent years. It’s important for brands to create diverse and inclusive customer experiences (CX) and employee experiences (EX)—not ‘just’ because being more inclusive is the right thing to do, but also because organizations have a lot to gain from accommodating greater diversity in every experience they create.

Customer Experience 493

Customer Experience Social Media Employee Experience Roadmap 493

GetFeedback

APRIL 25, 2022

Expert guidance on how to tackle the first three months in your new CX leadership role, by Jeannie Walters.

Customer Experience 389

Customer Experience Leadership Customers How To 389

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. There are many reasons for this, some of which excuse government underperformance. The public sector often has to battle limited resources, changing mandates, and flip-flopping service delivery measured outcomes.

Government 230

Government Omni-Channel Wait Times Software 230

Steve DiGioia

APRIL 28, 2022

Stereotype: a widely held but fixed and oversimplified image or idea of a particular type of person or thing. Business stereotypes are preconceived notions that every customer has of your business. What do they expect when doing business with you? Are the expectations good or bad? What image or idea do you send to your customers? “The lines are always too long.” “The place is so outdated.” “Your salespeople only care about making the sale, whether the item is right

Tips 299

Tips Sales Customer Service Customers 299

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

InMoment XI

APRIL 28, 2022

Market research is seen by a lot of companies and organizations as a nice-to-have. The reality, though, is that it’s a necessity. Market research provides the mapping tools you can use to chart your business landscape, understand its various features, and more importantly, get to know the groups and audiences that populate it. . This goal is especially important within the context of experience programs, especially if you want to achieve real Experience Improvement (XI) for your customers, emplo

Marketing 493

Marketing Social Media Trends Groups 493

Alida

APRIL 28, 2022

Ahead of a new edition of Alida’s flagship event, here’s a sample of the insights and best practices collected during the last one.

130

130

TechSee

APRIL 25, 2022

Ever wonder how the human brain can compute distance? How far away is the highway exit, when exactly to step off the escalator, the exact position of the lips you want to kiss? This essential capability is known as depth perception. When both eyes focus on an object, the difference between the visual images that each eye perceives due to its unique angle – known as retinal disparity – is the phenomenon that allows the human brain to compute depth perception.

Video 109

Video Technology Examples System 109

InMoment XI

APRIL 26, 2022

Surveys are a way to compile data from a group of people, but they can be more than that. Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? How do they feel about your company’s social media presence? Surveys are a direct line to find out and glean valuable information about your customers and your company. .

Survey 260

Survey Customer Experience Fashion Groups 260

The DiJulius Group

APRIL 26, 2022

For the third time in coffee chain Starbucks’ illustrious history Howard Schultz is the Chief Executive Officer, following former CEO Kevin Johnson who stepped down after a five-year tenure including upgrades like mobile ordering/payment, environmentally friendly cups and other items, and a particularly difficult period in 2018. In a world of too many ugly and.

Groups 108

Groups Culture Customer Service Customer Experience 108

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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

Alida

APRIL 26, 2022

Q2’s product release delivers customer-led enhancements that build up the total experience.

Video 130

Video Customer Experience Customers 130

DemandJump

APRIL 26, 2022

What is a page cluster? If you’re asking this question, you’re probably also wondering: what is a content cluster? What is a topic cluster? Great news: these terms all mean the same thing! In fact, page clusters, content clusters, and topic clusters are all also known as another term: an SEO pillar. Confused? Don’t worry, we’ll help you understand. For the purposes of this blog, we’ll use the term “topic cluster” or “pillar.”.

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105

BirdEye

APRIL 28, 2022

There’s no doubt that Google is the king of online reviews. In fact, our studies found that 71% of all reviews in 2021 were written on Google , but that doesn’t mean you should ignore the other 29%. Niche sites are a regular place for customers to leave online reviews when they are not leaving them on Google. To stay ahead, you need to make a conscious effort to get more reviews on these sites and understand which sites are most important in your industry.

Industry 105

Industry Automotive Healthcare Report 105

Beyond Philosophy

APRIL 28, 2022

On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business (B2B) organization. Their offering does not have the lowest price, and they have no plans to lower it. However, their customers keep complaining. Peter wanted to know what we thought he should do. Since price is something that can seldom be low enough, I figured some of you face the same issues, and I would share our advice here with you.

B2B 89

B2B Communication Strategy Retail 89

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Adrian Swinscoe

APRIL 29, 2022

This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. A path to purchase is the journey that a customer will make […]. The post Unlocking a consistent path to purchase in the wake of SCA first appeared on Adrian Swinscoe.

Management 98

Management Customers 98

DemandJump

APRIL 26, 2022

In recent years, content marketing and search engine optimization (SEO) have experienced a dramatic evolution. Google’s algorithm no longer views content in isolation from the rest of your website. Instead, Google ranks sites that have established authority on specific subjects. This shift has allowed Google to deliver increasingly accurate and credible search results to its users, but it also means that businesses need to adapt.

Marketing 105

Marketing 105

Zonka Feedback

APRIL 27, 2022

NPS® or Net Promoter Score® is the most important metric to measure customer loyalty and overall satisfaction with the brand. Therefore, it is important to use NPS® surveys at different touchpoints throughout the customer journey. Moreover, it is advised to conduct NPS® surveys through different channels depending on where your customers choose to interact with your business.

Net Promoter Score 98

Net Promoter Score NPS Survey Touchpoint 98

Kustomer

APRIL 25, 2022

The modern customer is one that is informed. More so than ever before, consumers are invested in making conscious purchase decisions, thoroughly researching the product, and receiving above and beyond customer service. In fact, among surveyed consumers, Kustomer found that 79% believe customer service is extremely important in deciding where to shop.

Strategy 98

Strategy Company e-support How To 98

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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

Kapta Customer Success

APRIL 25, 2022

As a key account manager, evolving to provide better service is an important part of the job. However, to do so, you have to understand where you are currently, and where you need to be. With a maturity model, you can do exactly that.

Management 98

Management 98

DemandJump

APRIL 26, 2022

Have you heard the term “pillar?” If you’re like most people, you’re probably picturing strong, study columns. Or, you might be thinking about inspiring folks who act as pillars of your community. For marketers, the term “pillar” has another meaning, too, and it’s all about search engine optimization. An SEO pillar is used to develop interconnected pieces of content to help companies increase first page rankings and drive better outcomes.

Study 105

Study Marketing Company 105

Zonka Feedback

APRIL 25, 2022

66% of consumers who switched brands did so because of poor service. 85% of customer churn due to poor service was preventable. 67% of customer churn is preventable if the customer issue is resolved at the first engagement. 11% of churn can be prevented by a company by just reaching out to the customer. 65% of customer service experts say that using CX automation should be a norm.

Customer Experience 98

Customer Experience Feedback Consumers Customers 98

CSM Magazine

APRIL 25, 2022

Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment. This article looks at some of the best training solutions in more detail. Mental Health Training.

Training 97

Training Customer Service Management Customer Service Training 97

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

dscout People Nerds

APRIL 27, 2022

As researchers, we know we need to do our best to remove bias and practice empathy towards our users. Reshaping traditional personas is one way we can put more focus on inclusivity.

97

97

DemandJump

APRIL 25, 2022

A whopping 91% of organizations are using content marketing, and there are 213.65 million companies worldwide. This means 194.42 million companies are using content marketing.

Strategy 103

Strategy Marketing Company 103

SurveyGizmo

APRIL 26, 2022

Surveys are a critical piece of any Learning Management Software (LMS). Ideally, feedback is collected from learners and inputted directed into an LMS, but occasionally learning services professional fail to adequately communicate with the people taking their training programs. Instead, learning service professionals should ask questions both about the subject topic as well as collect subjective feedback about the course experience too.

Training 97

Training Survey Measurement How To 97

Lithium

APRIL 26, 2022

Our guest today is none other than Legendary Khoros Titan, Claudius Henrichs ( ) , Head of Community at Dataiku. He brings a wealth of knowledge and experience as a passionate community member throughout the years. Claudius has been noticing more awareness around how closely related the learning experience, and the community experiences are. Businesses are realizing that the Community Manager establishes communication between many company departments to the customer/audience, making it an essent

Metrics 97

Metrics Customer Engagement Communication Brands 97

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Heart of the Customer

APRIL 29, 2022

Customer journey mapping lays a strong foundation for the success of your customer experience initiatives. But only if it’s done right. So having a research-backed customer journey mapping process is critical. Unfortunately, that’s where most journey mapping initiatives go wrong. Almost two-thirds fail to drive action. That’s not all that surprising, since most neglect to […].

Customer Journeys 78

Customer Journeys ROI Customers Customer Experience 78

DemandJump

APRIL 25, 2022

The internet can be difficult to master when your business is hoping for an increase in web traffic. Are you wanting to boost your website ranking on Google to drive customers to your product or service? If you’re unsure how to navigate content or search engine optimization (SEO), you should consider a content pillar strategy.

Strategy 98

Strategy How To Customers 98

Totango

APRIL 25, 2022

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 choosing a platform that doesn’t allow you to create inspiring customer journeys.

Customer Journeys 86

Customer Journeys Customer Success Communication Tools 86