Sat.Apr 30, 2022 - Fri.May 06, 2022

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Activate: 4 Ways to Make Empathy the Heart of Your CX

Alida

The 2022 edition of Alida’s flagship event Activate will zero in on an increasingly important concept, one that’s foundational to today’s customer and employee experience: empathy. Empathy is at the core of every positive human interaction. It’s a primordial input in the creation of effortless, enjoyable experiences. The challenge for any organization is to capture, measure, and turn it into action.

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What Is Frictionless Customer Experience and Why Is It Important for Your Business?

Kayako

The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era. According to Salesforce , 84% percent of customers say the experience a company provides is as important as its products and services.

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How to Make Your Chatbot More Conversational

MyCustomer

HWhen customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular. 4th May 2022. By Mandy Reed Global Head of Marketing.

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The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. “Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction. Satisfaction is largely influenced by the value of services provided to customers.

Loyalty 580
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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How to Develop and Implement a Customer Experience Strategy

Lumoa

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing. A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth.

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How to Accelerate Credit Union Digital Transformation

Comm100

Credit union member expectations are changing and changing fast. While telephone and email were once the go-to support channels, today’s members now expect more. The only way to keep up and meet these expectations is through digital transformation. In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools.

Chatbots 205
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3 Tips for Insurance CX Programs Looking to Collect Valuable CX Data

InMoment XI

Insurance brands have a unique set of challenges to overcome in order to find the valuable customer experience (CX) data they need to improve experiences. Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high. And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers.

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How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […]. The post How to Measure CX Impact appeared first on Heart of the Customer.

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What is Customer Service, Really? – Tip #40

Steve DiGioia

In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business? How can we attract more millennials, what’s important to them? But they forget the basics of a successful business.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Why Customers Claim to Love Self-Service, but Still Loathe IVRs

Cyara

Designing optimal IVR journeys can help you strike a balance between call containment and CX goals. Or ganizations are transforming the customer experience (CX) in real-time. They’re rolling out new products and services to align with consumers’ new digital-first behaviors and meeting surging demand for support. In fact, 51 percent of businesses have integrated online and offline channels and embraced new channels for customer interactions.

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Everyone Deserves a Compliment??

ShepHyken

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo. Of course, I thanked her and I found my seat, just a few rows from the front of the plane.

Airlines 127
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Why DealerRater reviews are important for your automotive business

BirdEye

As a business in the automotive industry, reviews are essential for your online reputation. While you may already be getting reviews on major sites like Google, you could severely lack reviews on industry-related sites like DealerRater. Our recent study of online reviews in 2021 found that DealerRater was the next most significant review site in the automotive industry, making up most of the reviews collected on niche sites in the industry.

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A Call in the Night – Empathy-Driven Action

Education Services Group

The Reason. The year is 2008 and I just turned 18 a few months back; I’m still living at home with both my parents and my two brothers—I’m the middle child (if you hadn’t guessed that already). It’s only been about six months since I graduated high school, so I still have at least six months left in what I’m calling my ‘buffer-year.’ To be honest, I don’t really know what I’m going to do with my life next.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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A look back at entrepreneurial lessons learned and the rise of net revenue retention with ChurnZero CEO You Mon Tsang

ChurnZero

Did you know ChurnZero CEO and co-founder You Mon Tsang built and exited three companies before starting ChurnZero? Suffice to say, he knows a thing or two about how to take an idea and turn it into a successful business. You Mon joined the CHURN.FM podcast to talk about his pragmatic approach to entrepreneurship, the lessons he brought with him when founding ChurnZero, and the one thing he wish he knew before starting his career.

ROI 98
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Amazing Business Radio: Devin Poole

ShepHyken

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information. Top Takeaways: Issue Centricity is a focus on a customer’s specific situation.

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How to Reduce Customer Effort and Increase Customer Satisfaction?

Zonka Feedback

Customer service has become indispensable for not just ensuring customer satisfaction but also for earning customer loyalty and building a positive brand image. Therefore, brands all over the world need to excel in their customer service.

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Benefits of Chatbots in Customer Service and Why Your Business Could Benefit

Kustomer

There are innumerable studies that highlight the future of CX, and how chatbots are one of the most common ways to improve your customer experience. The word chatbot can be a bit ambiguous, as it applies to many different applications… your Amazon Alexa could be thought of as a bot, or even SMS communication from your favorite retail brand. But one type of chatbot that has proven to help reduce costs and improve your CSAT scores are virtual agents.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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What are the best Customer Success YouTube channels? Start with our top five.

ChurnZero

Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. The only problem is knowing where to start—so we’re here to help. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

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12 Must-Have Features of a Good Help Desk Ticketing System

Team Support

What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts. Ticketing software goes far beyond just addressing customer issues, it forms the backbone of customer support operations. So what must-have features make a great customer support ticketing system that ensures success with your customers?

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What are NPS questions in survey?

Zonka Feedback

NPS® or Net Promoter Score® is more than just a score that shows your customers’ willingness to recommend your brand to others. It is the qualitative feedback that can help you understand ‘why’ your customers are or aren’t willing to promote your brand.

NPS 98
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3 Levels for Reaching Today’s Consumers with Your Messaging Strategy

Merkle

As of July 2021, millennials and Gen Zers accounted for 141 million Americans, or more than 40% of the population. That means 40% of the population grew up with phones in their hands, are more likely to leave a brand for a competitor’s, and values brand experience as much as the product itself. We’ve also found that 83% of Gen Zers and 76% of millennials believe that brands should take a stance on social issues.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Energy Data Platforms for the Planet

Uplight

Engaging customers in load flexibility has never been more important. The majority of electric utilities have targets to completely or partially decarbonize within the next 30 years and the largest corporations on the planet are making 24/7 clean energy commitments. Luckily, customer-side distributed energy resources (DERs) are also proliferating faster than ever before, and these Read More.

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NRR, CRO, VIP & What It All Means To Me: How As A CSM You Can Drive Revenue Expansion And Why It Matters

Gainsight

Congratulations, you just embarked on your next endeavor as a newly minted Customer Success Manager (CSM) at a B2B SaaS company… Now what? The company will provide onboarding sessions to teach about the team operations, and how to perform your duties, but what do the company and Chief Revenue Officer (CRO) really care about? How can you prove to be a valuable employee right away?

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Actionable Customer Feedback for Customer Service Agents

Zonka Feedback

Customers are the lifeline of any business. If your customers are happy, they will give continuous revenue for your business. But if your customers are unhappy, it will be hard for your business to survive. So Customer Satisfaction is vital for your business to survive and run successfully.

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How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […]. The post How to Measure CX Impact appeared first on Heart of the Customer.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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5 Rules for Creating Behavioral Experiments

Beyond Philosophy

Have you ever heard of the Milgram experiment? This behavioral experiment tested whether one participant would deliver electric shocks to another participant at a fatal level even as they listened to the second participant’s screams of pain. Shockingly (ahem), they did. Luckily, no one died. The other participant was an actor, and the shrieks the first participant heard were recorded.

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Are You Serving Yourself First, Serving Others, or Being Self-Serving?

One Millimeter Mindset

Are you serving yourself first or last? Or do you dismiss the importance of serving yourself first as being selfish? On the other hand, do you ever focus on putting other people’s needs ahead of your own? Take a breath, step back, and ask yourself the three questions encompassed in the title of today’s blog post. Instead of being pulled in all sorts of directions, create the balance you seek.

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What's the Future of the On-Demand Economy?

Helpware

A lot has changed since the 1990s dot com boom. Technology has improved dramatically (think: internet of things, cloud technologies, and artificial intelligence), offering convenience and efficiency to consumers. At the same time, consumer preferences have changed to prefer instant gratification and ease of use with devices such as smartphones and tablets.