Trending Articles

article thumbnail

What data skills can actually help CX Punk Rockers?

Adrian Swinscoe

This is a guest post by Akin Arikan, the author of Customer Experience Analytics and Multichannel Metrics. Adrian points out that “CX should not be reduced […] The post What data skills can actually help CX Punk Rockers? first appeared on Adrian Swinscoe.

CX 188
article thumbnail

The growing trend of adding ‘additional fees’, is this good or bad?

Beyond Philosophy

Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

2023 CallMiner CX Landscape Report highlights growing AI impact on CX

Callminer

The “more with less” economy has driven AI adoption as organizations strive to optimize CX. Read this blog to get the details on the 2023 CallMiner CX Landscape Report.

CX 182
article thumbnail

How FlexJobs Engages Customers With Proactive Messages

Help Scout

Learn how FlexJobs was able to double traffic and contacts during the pandemic as a result of their Beacon and Message setups in Help Scout.

98
article thumbnail

Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

article thumbnail

The Power of Creativity: How to Foster Innovation in Your Organization

C3Centricity

How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.

article thumbnail

CX in the age of AI: A leading outsourcer’s perspective – Interview with Cathy Jooste and John Samuel of CGS

Adrian Swinscoe

Today’s interview is with Cathrine (Cathy) Jooste, President of the Business Process Outsourcing Division, and John Samuel, EVP and CTO, at CGS, a global provider of […] The post CX in the age of AI: A leading outsourcer’s perspective – Interview with Cathy Jooste and John Samuel of CGS first appeared on Adrian Swinscoe.

CX 145

More Trending

article thumbnail

Dear CEO, to understand the customer, you have to become the customer

Steven Van Belleghem

Customer anthropology I had to think back to that story, when I recently learned that Brian Chesky, the CEO of Airbnb does something very similar, trying to understand the customer by going into the field and “becoming” the customer. I love how he spent the last six months living on the premises that he’s been renting out through his own platform.

article thumbnail

Are you truly customer-centric or just pretending?

CX Network

Driving customer-centricity with an account-based marketing strategy and AI

AI 108
article thumbnail

The Best Customer Experience Software Platforms of 2023

Zonka Feedback

In the cut-throat business environment of today, the experience you provide to your customers can either make or break your success. Great customer experiences not only attract repurchases but also build brand reputation in the market and attract new customers. Whereas poor experiences lead to customer churn and loss of goodwill in the market.

article thumbnail

The value of interaction Analytics is significant!

DMG Consulting

The value of interaction Analytics is significant! Donna Fluss talks about the value and benefit associated with Interaction Analytics in the contact center. The post The value of interaction Analytics is significant! appeared first on DMG Consulting.

article thumbnail

7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

article thumbnail

129: Going From One Spa Room to the Fastest-Growing Med Spa in the US

The DiJulius Group

Want to know the secret to growing a business from a humble start in the back of a tanning salon to a nationwide franchise? On today’s episode of The Customer Service Revolution, John’s guest, Joe Stanoszek, founder of the fastest-growing med spa in the country, VioMed Spa, shares his awe-inspiring journey and how his commitment. Read Full Article The post 129: Going From One Spa Room to the Fastest-Growing Med Spa in the US appeared first on The DiJulius Group.

article thumbnail

Shortsighted AI Strategy is Killing Your Customer Experience

Customer Think

For businesses across industries, there’s never been a more mission critical moment than the one we’re in right now. Various technologies associated with AI—most notably OpenAI’s ChatGPT—have thrown harsh light on the inadequate structures girding most so-called modern companies while also setting blazing fires at their feet. It’s been very dramatic.

article thumbnail

HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

Intercom

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. But while there are reasons for apprehension, today’s guest sees plenty more to feel excited. Suddenly, AI is everywhere. Within a matter of months, AI has evolved from automating simple tasks like routing the right thing to the right person, to offering accurate, conversational responses upfront to a variety of customer queries.

AI 59
article thumbnail

How to create a Survey with Zonka Feedback?

Zonka Feedback

Creating a survey is a powerful and effective approach for collecting data and opinions from your audience, whether you're seeking customer feedback, conducting research, or making important decisions. To ensure your survey delivers valuable insights, it's crucial to follow a structured approach. With survey software like Zonka Feedback, creating a survey is a breeze.

article thumbnail

When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

article thumbnail

🌟✨ Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! ✨🌟

ECXO

09(13) Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! Dear ECXO and Global CX Community, Every day is a chance to embrace and enhance the customer experience and the lifes of your employees. Today and every day, we’re reminded of our incredible impact on those we serve. Our passion fuels our dedication, making every interaction a meaningful one.

CX 52
article thumbnail

Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading

SixteenVentures

Let’s get real. You’re swamped, your team is overwhelmed, and you’re juggling the constant demands of retaining customers while chasing that elusive long-term success. You’re in firefighting mode—again. You know you need to shift from a reactive approach to a proactive one. Deep down, you feel the urgency, but the ‘how’ eludes you.

Sales 64
article thumbnail

Navigating the New Normal of Airline Customer Experience in 2023 and Beyond

Customer Think

Source: Freepik Customer journey in the travel industry, especially airline customer experience, has undergone a significant shift in the last couple of decades. Planning to travel is no longer about finding a few brochures or choosing a destination, finding a travel agent, and finalizing your booking.

article thumbnail

Improve Customer Service Using Employee Surveys

SurveySensum

Your employees are the heart and soul of your business. They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. Picture this: A disengaged employee, trudging through their workday, overwhelmed with stress, and struggling to maintain focus.

article thumbnail

The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

article thumbnail

Authenticity in experience: The X Factor for business growth?

CX Network

In the realm of customer experience, inauthenticity is a deal-breaker. Beyond Philosophy's Colin Shaw explains.

article thumbnail

The Power of the Five Whys Technique in CX

cxservice360

In the realm of Customer Experience (CX), uncovering the underlying causes of problems is like solving a complex puzzle. While surface-level issues can be apparent, The post The Power of the Five Whys Technique in CX appeared first on CXService360.

CX 52
article thumbnail

Unlocking the Power of Passive Customers

RateMyService

Companies go to great lengths to attract new customers and retain loyal ones. However, there’s a hidden treasure trove of potential advocates that often goes overlooked: passive, neutral or satisfied customers. The passive customer conundrum Passive customers, often overlooked, can represent a significant portion of any company’s client base. They are content but not overly enthusiastic about your products or services.

article thumbnail

When Planning for 2024, Focus On the Jobs Your Customers Need to Get Done

Customer Think

Understanding what will motivate a potential customer to buy your products or services is a critical prerequisite to developing an effective marketing strategy and creating compelling marketing communications. As thousands of marketers will attest, thi.

article thumbnail

Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

article thumbnail

10 Common Customer Service Survey Mistakes and How to Fix Them

SurveySensum

Did you know that 96% of dissatisfied customers never return to a business they’ve had a negative customer service experience with? – Forbes That’s a staggering figure that underscores the immense significance of providing exceptional customer service. In today’s competitive business landscape, understanding your customers’ needs and experiences isn’t just an option; it’s a lifeline.

article thumbnail

20 Best Delighted Alternatives And Competitors

Zonka Feedback

Delighted is a popular self-serve experience management platform that enables businesses to gather actionable customer, product, and employee feedback.

article thumbnail

How has Brexit affected businesses?

CallCare

There have been major changes for British businesses since the UK officially left the European Union on 31st January 2020. The period since then has been a time of upheaval and readjustment, as CEOs and workers navigate the new post-Brexit landscape. And it’s still early days, with further challenges, obstacles and opportunities to be discovered over the coming years.

article thumbnail

Amplify your digital reputation with Google and Facebook reviews

RateMyService

Our new feature makes it easy for your customers to leave their positive feedback on your social channels In the ever-evolving landscape of digital marketing, businesses must harness the power of social reviews on platforms like Google and Facebook to thrive in the digital age. Our latest feature is designed to streamline the process of soliciting positive feedback from customers on your social channels, paving the way for increased online credibility and easier acquisition of potential customer

article thumbnail

How to Create Unique Customer Journeys to Optimize Business Outcomes

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

article thumbnail

Dear CEO, to understand the customer, you have to become the customer

Customer Think

Customer anthropology I had to think back to that story, when I recently learned that Brian Chesky, the CEO of. The post Dear CEO, to understand the customer, you have to become the customer appeared first on Steven Van Belleghem.

59
article thumbnail

28+ Customer Support Survey Questions for Different Industries

SurveySensum

47% of customers say they will stop buying from the company if they have a subpar experience. Whereas if the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake. – Salesforce So, it goes without saying that customer support is a vital component of any business’s success. It’s not just about resolving problems; it’s about creating memorable customer experiences , building customer loyalty, and turning occasional shoppe

article thumbnail

55+ Voice of Customer Survey Tools: Overview, Rating and Free Trial

Zonka Feedback

Regardless of the industry you work in or the kind of products or services you offer, the only thing that will remain consistently important is your customers. Therefore, it is important to actively hear and understand voice of the customers in terms of the product or experience.

article thumbnail

HoduSoft Honored with Omnichannel Contact Centre Excellence Award

Hodusoft

HoduSoft Honored with Omnichannel Contact Centre Excellence Award In today’s technologically advanced world of customer service and contact center solutions, companies that emphasize innovation and excellence are gaining a lot of success. Businesses that deliver excellent customer service can save and generate a lot of money. As per data , improving customer experience can help businesses increase sales revenue by 2-7% and profitability by 1-2%.

article thumbnail

New 2023 State of CX Survey Uncovers Work From Home Misalignment

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?