Trending Articles

article thumbnail

What is brand intelligence? Definition, tools & more

Callminer

Brand intelligence offers deep insights into customers’ needs, wants, and behaviors, and empowers companies to take action to improve customer satisfaction.

article thumbnail

Customer experience (CX) leaders will become the engagement quarterbacks of the future – Interview with Mike Murchison of Ada

Adrian Swinscoe

Today’s interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider. Mike joins me today to talk about how the […] The post Customer experience (CX) leaders will become the engagement quarterbacks of the future – Interview with Mike Murchison of Ada first appeared on Adrian Swinscoe.

CX 100
Insiders

Sign Up for our Newsletter

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

article thumbnail

The state of customer engagement: Progress, work to be done and a delicate balance

Adrian Swinscoe

Any regular readers of my posts here on Forbes will probably have realised by now that I am partial to a bit of research and, in […] The post The state of customer engagement: Progress, work to be done and a delicate balance first appeared on Adrian Swinscoe.

188
188
article thumbnail

Performance observations: a step-by-step guide

Inside Customer Service

If you want to solve a customer service problem, go and see it. That's a performance observation. It's a process for observing employees doing their work to understand how they currently do things and what can be improved. It's a go-to technique for improving performance, designing training, or identifying best practices. You might worry employees won't be truthful if you observe them.

article thumbnail

The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half 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?

article thumbnail

6 Simple Ways to Improve Your Email Marketing Strategy

Customer Think

Image source: Canva for free It’s no coincidence that the more knowledgeable you are about email marketing strategies, the better your results are. Below I’ll share some easy ways you can make your emails better. Sometimes, the smallest tweaks can get you spectacular results.

article thumbnail

Growth via Massive Customer Experience Savings

ClearAction

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.

More Trending

article thumbnail

Contact Center Workforce Management Best Practices

Fonolo

Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves.

article thumbnail

4 Ways Subscriptions Can Create Long-Term Customers

Customer Think

Businesses have finally learned what publications knew for years: The subscription model works. However, it takes more than a great idea to grow to the likes of a subscription-based company like Spotify or HelloFresh. It takes strategic planning, including putting an emphasis on initiatives that encourage subscribers to stick around.

article thumbnail

Context is king! Why too many organizations fail to understand this

Beyond Philosophy

Organizations often fail to consider the context in which customers enter the experience, assuming that every customer is the same. However, recognizing the context of a customer’s experience is crucial to developing an effective customer strategy. Context is an omnipresent factor in customer experience. Depending on a customer’s context, we must create a customized experience.

article thumbnail

In Today’s Competitive Market, AI is the Key to Winning Customer Loyalty

C3Centricity

If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently.

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

ClientSuccess Introduces SmartCS™: AI-Powered Customer Success Insights & Actions

ClientSuccess

ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions. SILICON SLOPES, UTAH (PRWEB) MAY 23, 2023 ClientSuccess, a leading customer success software provider, has announced the launch of SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights

AI 79
article thumbnail

Customer Insights Shape Your Firm’s Growth Curve

ClearAction

Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. This goes well beyond ratings and scores. It’s the comments and patterns that are pure gold.

VOC 62
article thumbnail

Why Generative AI Can’t Create Real Thought Leadership Content. At Least Not Yet

Customer Think

Last November's release of ChatGPT set off a remarkable frenzy of activity in the AI space. Over the past several weeks, a host of technology companies, from start-ups to heavyweights like Microsoft and Google, have announced or rolled out appli.

AI 108
article thumbnail

How combining this behavioral checklist to your journey maps will dramatically improve them

Beyond Philosophy

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. So, today, we will look at how you can incorporate the concepts we often talk about in this newsletter into your Journey Mapping efforts.

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

8 Essential Skills for CX Professionals

cxservice360

In today’s competitive business landscape, the ability of a brand to provide consistently positive customer experiences has become a crucial factor for success. Customers have The post 8 Essential Skills for CX Professionals appeared first on CXService360.

CX 59
article thumbnail

[Experience Action Podcast] The Case of Missing CX [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators

CX 52
article thumbnail

How Zendesk AI can start supporting your teams and customers today

Zendesk

Whatever tools we use to make our lives easier, more productive, or more profitable, the message coming out of Relate 2023 was clear: success depends entirely on whether your technology actually helps humans get the job done. Zendesk AI is the CX professional’s latest and greatest toolkit, designed with the support experience top of mind. It’s tailor-made for agents navigating lengthy ticket queues and chat windows, emotional days (we all have them), and more.

AI 52
article thumbnail

CRM Value Chain Enablers: Data & Analytics and Marketing/Sales/Service Processes

Customer Think

By Francis Buttle[1], Julie Jones[2], Merlin Stone[3] The CRM Value Chain (CRM VC), shown in figure 1, aims to demystify, characterise, and conceptualise CRM. The CRM VC is made up of three Core Processes supported by five Enablers all of which contribute to CRM’s goal of driving up customer profitability.

CRM 105
article thumbnail

From Hype to Habit: Weaving Customer Experience into the Fabric of Your Business

Speaker: Megan Burns, Founder and Principal of Experience Enterprises

You can have the best CX strategy in the world, but if you can't get your organization to execute it you may as well have nothing. Unfortunately, that's the biggest challenge most CX leaders face: galvanizing people outside their team to take action on - and ultimately ownership of - CX work. This talk explores the functional and psychological roadblocks that keep others from embracing CX even when they think it's important and offers practical guidance on how to break through those barriers so

article thumbnail

Are You Spending Enough Time Experiencing Your Own Customer Experience?

The DiJulius Group

With overall customer satisfaction in all industries dropping to twenty-year lows, most likely caused by the great resignation, more and more CEOs have decided to literally get on the front lines on a regular basis to better educate themselves on what it is really like to be their customer and customer-facing employees. What about you? Read Full Article The post Are You Spending Enough Time Experiencing Your Own Customer Experience?

article thumbnail

Why businesses should have 24/7 customer service

CallCare

Today’s customers have sky-high expectations, which can be difficult to meet as a small business. Many of your customers will want to reach you 24 hours a day, whether it’s to ask questions about a product or solve a technical issue. This might seem unfeasible, but there are ways that businesses of all sizes can provide round-the-clock service. It could lead to significant benefits too, for your business as well as your customers.

article thumbnail

5 Most Crucial Website Satisfaction Survey Questions

Zonka Feedback

Capture user feedback across your website with the right website satisfaction survey questions to enhance their experience & boost loyalty. Offering a captivative experience is at the core of customer engagement and retention. No wonder 57% of internet users believe that a business with a poorly designed website is not worth recommending.

52
article thumbnail

How AI can help businesses hedge against uncertainty

Zendesk

In the eyes of customers, you’re only as good as their last experience with you. This means that consistency is key—whether you’re facing economic headwinds or an unexpected spike in customers needing help. AI helps teams boost their productivity, increase efficiency, and meet rising customer expectations at a time when many are being asked to do more with much less.

AI 52
article thumbnail

The State of Customer Experience 2023 Research Report

JUST RELEASED! The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! At the same time, customer patience is dropping, with 35% of respondents willing to wait only a few minutes before re-contacting a company.

article thumbnail

What To Do When Customer Advisory Board Members Ask To Send a Substitute

Customer Think

Occasionally, customer advisory board (CAB) managers will receive a request from a CAB member to substitute another representative from their company to take their place at an upcoming meeting.

105
105
article thumbnail

Why employee experience is the missing link in Europe’s CX plans

eglobalis

Why employee experience is the missing link in Europe's CX plans The post Why employee experience is the missing link in Europe’s CX plans appeared first on Eglobalis.

CX 62
article thumbnail

Chat-Based Development Changes the Build vs Buy Equation

Customer Experience Matrix

The size of most markets is governed by a combination of supply and demand. Typically one or the other is limited: while there may be a bottomless appetite for chocolate, there is only so much cocoa in the world; conversely, while there is a near-infinite supply of Internet content, there are only so many hours available to consume it. The marketing technology industry has been a rare exception with few constraints on either factor.

AI 52
article thumbnail

Implementing Post-Purchase Survey: 70+ Questions, Template & Best Practices

Zonka Feedback

Don't let sales be the endpoint of your customer journey. Instead, use post-purchase surveys to kickstart a lasting relationship that transforms your customers into repeat buyers and brand loyalists. From a business perspective, what's the most critical stage in a customer journey? The first interaction? The part where they start taking an interest in your offering?

article thumbnail

How to Boost Client Engagement by 45% With a Purpose-Built Customer Onboarding Solution

Quentelle delivers verification of employment, tax credits, and unemployment cost management solutions, leveraging advanced platform technology. Its data-driven solutions—powered by best-in-class providers—and proven IT security services save time and money and empower companies to streamline internal operations and make better decisions. Quentelle’s rapid growth called for a customer onboarding solution that could deliver a more seamless and automated follow-up process to help onboard new clien

article thumbnail

Understand Types of Net Promoter Score (NPS) Surveys

SurveySensum

What is Net Promoter Score (NPS)? Types of Net Promoter Score (NPS) Transactional NPS (tNPS) Relationship NPS (rNPS) 4 key differences between tNPS and rNPS surveys Transactional NPS vs Relationship NPS – which one should you go for? Best Practices to conduct tNPS and rNPS surveys Employee NPS (eNPS) Conclusion Net Promoter Score (NPS) is one of the popular CX metrics in the business offering valuable insights to the businesses to measure customer loyalty and gauging the overall satisfaction

article thumbnail

Failure to Localize Is Undermining Your Massive Personalization Investment

Customer Think

Read any marketing publication or forum, and you’ll see dozens of articles on personalization, the practice of customizing interactions with each customer to foster a stronger relationship with them, with the ultimate aim being to drive engagement and revenue.

95
article thumbnail

5 thing we can learn from McDonalds about creating a fantastic customer experience

Steven Van Belleghem

Find the perfect balance between consistency & adaptation The McDonalds food experience is probably one of the most consistent around the globe. Anywhere in the world, if you crave something recognizable, something familiar, you can enter a McDonalds and find exactly what you expect and want. The same burgers, the same drinks, the same deserts, the same atmosphere, the same cleanliness and convenience.

article thumbnail

Acting Upon Customer Listening Culture Channels, featuring Tzachi Ben-Sasson, Head of VOC at Amdocs.

ECXO

Formato Convencional(26) We are thrilled to extend an invitation to our upcoming event with only six days to go, subscribe on ZOOM to ensure your seat: [link] The European Customer Experience Organization (ECXO) is excited to announce our upcoming practical webinar for CX leaders on Designing and Acting Upon Customer Listening Culture Channels, featuring Tzachi Ben-Sasson , Head of VOC at Amdocs.

VOC 52
article thumbnail

Online Banking Without Third-Party Cookies

Since the inception of cookies in 1994, advertisers and brands have come to depend on them as a tool to help websites remember users. Consumers have tolerated them as a necessary cost of doing business online, even as they’ve grown to loathe them. As the end of third-party cookies looms ever closer, some consumers are rejoicing in their demise while many advertisers and brands worry about how they’ll move forward without them.