Sat.Jan 21, 2023 - Fri.Jan 27, 2023

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10 Pieces Of Advice From Customer Experience Experts

Blake Morgan

Most of the advice I get from the smartest leaders is through podcast interviews, and on my podcast The Modern Customer some of the most customer-centric leaders have shared their insights and proven methods with me. I wanted to share their insights with you.

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Top 4 Customer Experience KPIs for 2023


Customer Experience (CX) is important for your brand’s growth, and it’s only gaining more momentum every year. Unarguably, a good CX program needs Key Performance Indicators (KPIs). They help you measure and improve different aspects of CX, like customer satisfaction, loyalty, and happiness!


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Improving Your Customer Service with a Comprehensive Customer Experience Audit Checklist


Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers.

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Empowered Customers Seek Three Types Of Brand Experiences

Forrester's Customer Insights

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

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Retail Reimagined: What It Means To Be An Innovative Retailer

Speaker: DeAnna McIntosh, Retail Growth Strategist

Join DeAnna McIntosh, Retail Growth Strategist, for this idea-sparking session on how to multiply and diversify your revenue (and impact) with zero ad spend, how to create disruption in your industry, and how to reimagine and innovate the retail business model.

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5 Customer Experience Predictions for 2023  


2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment.

More Trending

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In customer service, your people are not your most important assets.

Bill Quiseng

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”

Retail 102
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How CX Insights From Automated Tagging of Support Tickets Help Product Managers

CSM Magazine

In this article, Palak Dalal Bhatia, CEO and Founder of IrisAgent, explains how AI-powered automated tagging can provide a reliable source of customer feedback for Product Managers.

Roadmap 52
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Is Customer Experience Changing the Healthcare Industry?


Through seemingly endless quarantine periods and citywide mandates, it’s all too easy to feel as if time has stood still for the past two years. On an individual level, perhaps that’s not entirely untrue.

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Amazon: Are strikes another sign of impending CX strife?


Engagement Staff strikes spell CX trouble for Amazon

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

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5 Tips For Choosing the Right Survey Rating Scale

InMoment XI

You’re sitting down to carve out the newest survey in your customer experience (CX) program. You know what touchpoint you’re examining, what you’re hoping to learn, and what questions you’re going to ask. Now it’s time to settle on the survey rating scale you’ll use. Unsure of which scale to choose?

Survey 491
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Insurers lower risk of tough decisions by listening to their customers


The insurance industry often ranks at the bottom of customer satisfaction studies. Insurance companies typically interact with people who are going through difficult times, which increases the challenge of creating an exceptional customer experience.

Insurance 130
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7 Contact Center Trends to Watch in 2023

Tricia Morris

Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the next big tech frontier.” Investment in the contact center is increasingly—finally.

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Frontier Eliminates Their Customer Service

The DiJulius Group

We read about it every day. Companies are charging customers hidden fees. One company eliminates their customer service, another starts charging patients for messages in amounts that would make most consumers say “Ouch” not to mention “You’ve gotta be kidding me!”

Groups 97
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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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Inspire a Spark of Creativity with a UX Research Hackathon [+Template]

dscout People Nerds

Encourage your teammates or clients to get out of a rut with this fun and easy Hackathon guide and template

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Understanding Customer Health Score: 6 Metrics To Track


Listening Vectors by Vecteezy Customer success health scoring is one of the most valuable activities SaaS organizations can undertake to evaluate and improve customer engagement, satisfaction, and loyalty.

Metrics 92
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Be a Customer Success goal-getter: Tips for setting goals and crushing them with Rod Cherkas


Has the unpredictability of the past few years derailed your professional ambitions? Maybe you sense that you haven’t put a dent in what you set out to achieve—despite feeling like you’ve worked harder than ever to stay afloat.

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7 Proven practices to masterfully tackle one-star reviews


Most business owners don’t enjoy reading one-star reviews. Unfortunately, negative reviews are part of doing business – and they need to be addressed early if you want to protect your company’s online reputation.

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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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In hospitality, your people are NOT your most important assets.

Bill Quiseng

In hospitality, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”

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Create a Selfie Experience


Here’s an interesting concept. I’ll describe it in the form of a question: Do you create an experience that is so good your customers want to remember it with a photograph?

Sports 87
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Five Actionable Steps To Elevate Your Sales Skills For The New Year

Integrity Solutions

The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers.

Sales 86
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105: What I Wish My Parents Knew

The DiJulius Group

On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man.

Groups 77
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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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“The Survey Person”…The Title You Don’t Want

Heart of the Customer

Change Maker. Trusted Partner. Smart Person. These are all names you want to be known by your executives. The title you don’t want? The Survey Person.” Yet, many CX leaders are stuck with this label.

Survey 78
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Optimizing AHT During a Visual Engagement Session


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Five Significant Field Service Trends for 2023

Alliance by IFS

As companies attempt to orchestrate new product-as-a-service business models, adopt circular economy ambitions and rise to increasing customer and employee. The post Five Significant Field Service Trends for 2023 appeared first on IFS Blog.

Trends 107
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Brand Loyalty? “Lol, Not Without Trust,” Consumers Say 


Consumer trust is a crucial component of any successful marketing strategy. It’s more important than any promotion, feature, funny post on social, or brand color.

Consumers 105
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Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

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The Mirror – Mum who was switched to prepay energy meter without being told wins £620 in compensation

Helen Dewdney

[link] The post The Mirror – Mum who was switched to prepay energy meter without being told wins £620 in compensation appeared first on The Complaining Cow - Consumer Complaints, Consumer and Money Expert. Commissions

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Amazing Business Radio: Paulo Almeida


Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels.

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6 Important Healthcare Trends to Watch for in 2023


Last Updated on January 27, 2023 The healthcare sector worldwide is witnessing significant shifts in the conventional trends that have been followed for years.