InMoment XI

MARCH 1, 2023

The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. They must also ensure that their products and services meet the needs of their customers.

Financial 260

Financial Consumers Customer Centricity Meeting 260

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 423

Customer Experience Social Media Customers Video 423

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customers were able to pick out their produce again at the grocery store. That’s where customer experience leaders can lean in and really lead in this new year. What expectations can be reset for customers, and how?

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Daniel Group

APRIL 18, 2024

Enhance Your Communication Strategies! Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. Want to Improve CX Significantly?

Communication 98

Communication Strategy NPS Net Promoter Score 98

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? More is not necessarily better. But outsourcing your customer care partner isn’t a common procurement event. What are your must-haves?

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome. Step One: Understand.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Customer Success Customers Communication 89

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services.

Employee Engagement 136

Employee Engagement Engagement Strategy Effort Score 136

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Sales 107

Sales Loyalty Communication Contact Center 107

Bill Quiseng

DECEMBER 6, 2023

Instead of saying, “We’ve always done it that way”, do better. FIND KEEP Your business success is not dependent on how many candidates you find. Ultimately, your employees will exceed customer expectations. LOYALTY Customer loyalty to your company starts with company loyalty to your people.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This communication is typically via letters, emails, or phone calls, and must be done within the confines of the law to avoid harassment or undue pressure. In the U.S.,

Omni-Channel 94

Omni-Channel Contact Center Customer Centricity Technology 94

Joe Rawlinson

FEBRUARY 16, 2024

The relationships within your team play a major role in determining your success as a business owner. Team building activities, informal gatherings, and even setting up a group personality test are some simple ways you can get to know your employees a little better. Here’s why we think it’s a good idea.

Employee Engagement 78

Employee Engagement Communication Innovation Groups 78

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Measurement Training 88

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. Emotions help reinforce what you remember, so an emotional story is even better for helping people remember it. Persuasive communications that employ storytelling are more effective than other types. There are some similarities between them, too.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Set S.M.A.R.T.

Customer Success 52

Customer Success eBook Communication Analysis 52

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 94

Customer Experience Customer Centricity Chief Customer Officer Culture 94

Magellan Solutions

MAY 2, 2024

This guide covers the critical considerations for companies evaluating offshore outsourcing, including the benefits, drawbacks, and essential elements of a successful partnership. Communication and Cultural Challenges Navigating the complexities of outsourcing offshore can present communication and cultural hurdles.

Call Center 52

Call Center Culture Software Communication 52

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Plus, Michelle weighs in on ChatGPT and how it will impact customer experience.

Feedback 125

Feedback Company Knowledge Base Contact Center 125

SurveySensum

FEBRUARY 19, 2024

In this condition, adopting some outstanding business practices can help you unlock your business’s potential, ultimately leading to your business’s success. Make Your Business Customer-Centric Making your business practices focused on customers is one of the significant principles that you should implement.

Customer Centricity 52

Customer Centricity Tips Innovation Analysis 52

CSM Magazine

MAY 10, 2024

In the world of customer service, escalations are the stormy weather every manager knows they’ll have to face. Customer support crews face sudden challenges just like storms rolling in out of nowhere, putting their strengths and abilities to the test across different industries.

Customer Service 52

Customer Service Customer Service Representative Training Policies 52

ShepHyken

MARCH 10, 2023

She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome. For employees, flexible working offers greater comfort and a better work-life balance.

Tips 117

Tips Customer Service Company Knowledge Base 117

Playvox

MARCH 12, 2024

Agent motivation in a call center is crucial for driving employee engagement, enhancing customer satisfaction, and increasing overall performance. This, in turn, leads to higher customer retention and increased profitability for the business. The importance of agent motivation in a call center cannot be overstated.

Contact Center 78

Contact Center How To Call Center Gamification 78

ShepHyken

JULY 23, 2021

Therefore, teaching employees new skills is important as it can help improve retention and turnover rates as well as ensure better productivity. . As their critical thinking skills become better, they will be making good decisions for themselves and the company. . Encourages Good Communication with Social Learning .

How To 157

How To Training Software Communication 157

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients.

Insurance 110

Insurance Industry Customer Experience Self Service 110

Playvox

FEBRUARY 20, 2024

It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes. Communication can be more difficult when team members are not in the same physical space, and it can be harder to build a strong company culture and sense of community.

Management 88

Management Gamification Contact Center Policies 88

Team Support

OCTOBER 27, 2022

Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. But if a business provides good customer service and places the customer first, then the effects of that commitmen t can be significant.

Customer Service 98

Customer Service Customer Retention Customer Centricity Customers 98

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. What are the types and frequency of communications during this period? See here for more information on how to do this.

Call Center 99

Call Center Gamification Contact Center Training 99