Sat.Dec 31, 2022 - Fri.Jan 06, 2023

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Top Ten Customer Service and Customer Experience Predictions for 2023

Shep Hyken

Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column.

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Discovering What Your Customers Truly Value

ClientSuccess

Value Vectors by Vecteezy. As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs.

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Measuring Customer Satisfaction: Tips and Techniques

Lumoa

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. That’s why we’re here to help!

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Customer Experience – The Deciding Factor for Your Brand

Zonka Feedback

With the emergence of new business technologies such as cloud, Augmented Reality (AR), Artificial Intelligence (AI), Virtual Reality (VR), Machine Learning (ML), and a bunch of others, the expectations of today’s customers are constantly revamping.

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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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How to Achieve Your 2023 CX Vision

Seaton CX

It’s a new year, so that means planning CX goals. Refill your coffee and grab a pen and paper (yes, a real pen and paper) because today we are going to do a visualization exercise. Visualization techniques are used by top performers in every field, from athletes to entrepreneurs.

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How Gaming Companies Should Improve the Customer Experience

Helpware

The gaming market is highly competitive with over 2,457 companies around the world and $30.4 billion in revenue. There are new games popping up virtually every day and one of the biggest differentiators is the customer experience (CX) they offer.

Company 67
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103: The State of Customer Experience

The DiJulius Group

We have been in a customer service recession since the start of the pandemic. The American Customer Satisfaction Index, which measured every industry this year, noted that we hit a 17-year low in customer satisfaction. Things have not been pretty in the world of customer experience.

Groups 52
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10 Ways to Turn First-Time Buyers into Repeat Customers

CSM Magazine

Repeat customers not only buy more, but they also often serve as unofficial brand ambassadors. Here are ten ways to help you get new customers to become loyal, repeat customers. Understand What Your Customers Want.

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Optimising sales processes to maximise CX in 2023

MyCustomer Experience

In today's competitive market setting, an optimised customer experience (CX) is a must. Modern-day B2B customers seek friendly service, 4th Jan 2023. By HazelRaoult

B2B 52
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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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Survey Design – Best Practices

Lumoa

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them.

Survey 332
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XI Café Podcast, Episode 2: How CSC Re-Launched its CX Program to Achieve Higher Customer Engagement and Positive Business Outcomes

InMoment XI

Welcome back to the XI Café Podcast!

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Customer Feedback Strategies for SaaS

Zonka Feedback

SaaS is a growing industry. It experienced tremendous growth in the recent years. Since 2015, the market has grown five times in just seven years. As the market grows, several SaaS products and services also come into picture to satisfy various needs of the SaaS users.

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Southwest’s Crisis Is A Lesson For Innovators

Forrester Digital Transformation

Southwest Airline's 2022 holiday travel disaster happened because the airline became a victim of its own success.

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Emotional Value Index (EVI): The Next Big Thing in CX Since the NPS

95% of purchasing decisions are emotion-based. This led to the creation of the EVI®, the Emotional Value Index. In this eBook, you will find all you need to know about how to measure and manage customer emotions and EVI® to grow your business.

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What is tNPS? Understanding Transactional NPS

Lumoa

Consumers today are more vocal than ever, and they’re not afraid to voice their opinions.

NPS 208
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A Primer on the 3 Most Important CX Metrics: NPS, CSAT and CES

InMoment XI

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Customers have unprecedented access to information about products and services.

NPS 260
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The Importance of Customer Feedback in SaaS

Zonka Feedback

If you are into SaaS business, who can know better how challenging it is to take it towards heights of success. SaaS products solve a variety of problems for their users. But for every problem and task, there are a number of products available in the market which makes SaaS a competitive market.

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The Best Customer & Employee Experience Content of 2022

The DiJulius Group

The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2022 are listed below. I recommend sharing this with your entire team.

Groups 84
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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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Influencer Marketing: The Power of Authenticity (Lessons from HBO’s ‘Fake Famous’)

Doing CX Right

Learn about the power of influencer marketing and ways to identify trustworthy people versus "fake famous" to gain a competitive advantage. The post Influencer Marketing: The Power of Authenticity (Lessons from HBO’s ‘Fake Famous’) appeared first on Doing CX Right.

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2022 highlights from our customer service blog

Eptica

Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Published on: January 06, 2023.

Tips 105
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What is a Microsurvey?

Zonka Feedback

Surveys are great and a boon to businesses that rely on customer feedback. And as you know gathering customer feedback depends on your customers. Nowadays customers are fidgety and it’s getting tough to get feedback from them. Customer Feedback

Survey 82
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Does your company need an online reputation manager?

BirdEye

With the rise of social media and customer reviews, an online reputation manager has become an essential role for organizations looking to maintain a positive online presence. Investing in this position can help you attract new customers and protect your brand’s online reputation.

Company 68
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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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How To Use AI To Drastically Improve Contact Center Script Adherence

MiaRec

Are you frustrated that your agents ignore carefully defined call scripts and just "wing it," often making customer interactions longer than they need to be?

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Centre de contact natif Teams : la nouvelle ère

Eptica

Date: Friday, Janvier 6, 2023 Author: Laurianne Merour - Digital Marketing Manager Centre de contact natif Teams : la nouvelle ère. Publié le: 06 Janvier 2023. Auteur: Laurianne Merour - Digital Marketing Manager Les agents apprécient les avantages de leur nouvelle connectivité améliorée.

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Customer Service: 5 Ways of Using Social Media for Customer Support

Helpware

Social media is a powerful tool that has become integrated into consumers’ daily lives. Nearly 59 percent of the global population uses social media platforms, with the average user spending roughly two hours of their day browsing through their social media accounts.

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How to show that sales is not the only path to revenue growth

ChurnZero

This is a guest article by Ali Cudby , co-founder and CEO, CXology , an e-learning platform and community that provides training, resources and peer-to-peer conversations. Customer Success is not a cost center. So why do companies see it that way more often than not?

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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How to Avoid Dangerous Assumptions about Your Customer

Doing CX Right

Zack Pousman, Founder of Helpfully, shares user experience (UX) & customer experience (CX) tactics to create solutions people truly need without making dangerous assumptions. The post How to Avoid Dangerous Assumptions about Your Customer appeared first on Doing CX Right.

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2023 Trends in CX, Fintech & AI: Go bold or get left behind

Beyond the Arc

2022 started off like a typical rom-com; after a couple of life-changing adventures, we thought we were finally headed toward our happily-ever-after. But wait—as we begin the first chapter of 2023, there’s a looming plot twist. What customer experience (CX) challenges can we expect to see in 2023?Spotting

Trends 84
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5 rules guaranteed to make you an effective leader

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Bad leadership leads to bad Customer Experience.