Sat.Feb 04, 2023 - Fri.Feb 10, 2023

article thumbnail

What is Voice of the Customer? [+ how to get data analysis]?

Lumoa

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy. Customers don’t always take the time to express their feelings.

article thumbnail

Four need-to-know CX trends for financial services firms in 2023

Callminer

Today's financial services organizations face an entirely new set of CX challenges. Read this blog to learn how customer feedback data can be the key to transforming experiences.

CX 182
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

How to Deal With A Condescending Internal Customer

The Belding Group

Most of us have 'internal customers' - people in our own company who rely on us to provide them with some level of service or support. Unfortunately, just as there are difficult external customers, there are also difficult internal customers. Shaun Belding | www.shaunbelding.

147
147
article thumbnail

Hawaii State FCU Improves Customer Service with Voice Call-Backs 

Fonolo

A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members. Hawaii State FCU is one of the Aloha State’s leading financial institutions.

article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

article thumbnail

Empathy: Can It Be Measured?

Customer Think

Back at the end of January I spoke at the Furniture Marketing Group Symposium in Las Vegas. I talked about building a winning organization and fixing the experience from the inside-out.

article thumbnail

Keeping Lost and Former Customers on Your Side

Experience Investigators

How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 times faster than their competitors , according to Harvard Business Review. So why should customer experience leaders care about customers who are no longer customers??

CRM 122

More Trending

article thumbnail

Why The Metaverse Will Matter For Customer Experience (CX)

The DiJulius Group

According to research by Gartner, by 2026 one hour will be spent in the metaverse every day by at least 25% of us. And Bloomberg reports that metaverse technology platforms could become an $800 billion market as soon as next year. FOMO (fear of missing out), anyone? If you have put off educating yourself and. Read Full Article The post Why The Metaverse Will Matter For Customer Experience (CX) appeared first on The DiJulius Group.

CX 116
article thumbnail

Customer Lifetime Value: The Metric that Helps Build Customer Loyalty

Customer Think

With a recession on the horizon, customers are becoming far more selective with their dollars. Reaching the right people, in the right places, with the right message, is now that much more important.

article thumbnail

How Customers are Coping in Difficult Times

MyCustomer Experience

How Customers are Coping in Difficult Times, and How Your Brand Should Respond If you’re familiar with the Chinese lunar calendar, you.

104
104
article thumbnail

Guest blog: 5 Customer Experience Trends for Financial Institutions in 2023

Comm100

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

How to deliver better customer experiences with business intelligence

Qmatic

Much has been written on the positive impact a well-executed customer, patient, or visitor experience initiative can have on your bottom line. And yet many organizations still struggle with how to develop a clear picture of their customer journey that will allow them to devise appropriate customer experience programs that drive growth and revenue.

article thumbnail

Security and privacy concerns in digital payments

Customer Think

Digital payment refers to the electronic transfer of funds or monetary transactions through digital devices such as smartphones, computers, or other connected devices. This includes various methods such as mobile payments, e-wallets, cryptocurrency, online banking, and contactless payments.

article thumbnail

How to use ChatGPT to automate your CX function

CX Network

CX Network looks at the real-life automation that ChatGPT can facilitate and the brand values it is best suited to

CX 98
article thumbnail

How Your Executive Team Can Ignite Enthusiasm for Your New Company Vision

C3Centricity

Rapid market changes are being witnessed in many industries, forcing many companies to adopt a brand new company vision.

90
article thumbnail

Software Composition Analysis: The New Armor for Your Cybersecurity

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

article thumbnail

The MVPs of Customer Success Metrics (Most Valuable Performance Indicators)

ClientSuccess

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth.

article thumbnail

How to Better Manage Multiple Social Media Accounts at The Same Time

Customer Think

Need to post on Instagram today? Or focus on Twitter? As a business owner or marketer, you likely have to manage multiple social media accounts simultaneously for marketing purposes. And managing social media accounts can be overwhelming without the right strategy to impact your SEO and business goals.

article thumbnail

Can Generative AI Like ChatGPT Provide Value to Contact Centers?

CSAT.AI

With the internet buzz around ChatGPT making so much noise it’s easy to miss that AI tools have been a part of customer service for a long time. Plus, there are other GPT-3 and GPT 3.5 based AI tools out there (like Jasper and Youchat and Google’s not-yet-available-to-the-public Bard powered by LaMDA ). This is a growing sector that creates as many questions as it answers.

article thumbnail

5 Ways to Get Your AHT (Average Handle Time) Down Fast

Myra Golden Media

One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a request. Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down! For more help with call control, check out my De-escalation Academy.

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

Evaluating Who Should Own Saas Renewals

ClientSuccess

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success. In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals.

Sales 71
article thumbnail

Set Actionable Goals and Actually Reach Them with The Rule of Three

Customer Think

Source: Pexels As a leader, picking your head up out of the day-to-day to set high level goals is critical for moving your business or team forward. However, the act of setting a goal – one that’s attainable, measurable and has a direct impact on your business – can be daunting.

article thumbnail

Marketing & Customer Experience Trends From A CMO Executive Lens

Doing CX Right

Jackie Yeaney, 6x CMO shares customer experience and marketing trends in the digital world based on working at reputable tech companies. Learn why acquiring and retaining customers are no longer about campaigns. The post Marketing & Customer Experience Trends From A CMO Executive Lens appeared first on Doing CX Right.

article thumbnail

5 Effective Call Control Strategies for Contact Center Agents

Myra Golden Media

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. Knowing how they feel and how they see things is crucial. Why Calls Get Beyond Your Control When customers feel like you don’t understand their issue, they’ll over-explain and vent unnecessarily.

article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

article thumbnail

Save up to 20% on CX Services

ModSquad

Nope, it’s not a sale. It’s not a limited time offer. It’s not a gimmick. That savings is baked into our business model. It’s what you get when you toss out the traditional analog playbooks of call centers and BPOs, and truly embrace the potential of today’s digital world and modern workforce. It’s what we’ve been perfecting for over 15 years. So if you’re like many CX leaders these day, you’re trying to save money without sacrificing quality.

CX 59
article thumbnail

These are the critical questions to see if your segmentation is effective!

Customer Think

One of our podcast listeners Vijay Patel has a pickle, and many of you probably have the same one. Patel’s company isn’t getting the sales they need, and Patel asked us how we can tell if they are focused on the right segments. Today, we are discuss.

Sales 98
article thumbnail

Announcing ‘The Intercom Customer Service Trends Report for 2023’

Intercom

This past year has come with no shortage of challenges for support teams, but one thing is certain: they’ve shown a huge amount of resilience. Year after year, we see customer expectations continue to increase – and 2022 brought with it a whole new juggling act. Last year, many teams were faced with the Herculean task of trying to balance headcount reductions and fewer resources with the ability to meet – and exceed – the growing expectations customers have of support.

article thumbnail

Enterprising customer loyalty and retention in financial services

CX Network

The report explores the tools that drive customer loyalty and retention and assesses how these various technologies can help financial services businesses to separate themselves from the increasing co.

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

article thumbnail

Are Offline Surveys Reliable and Convenient?

Zonka Feedback

We live in a world where we cannot imagine our tasks without the internet. Every industry is somewhere reliant on the internet, and the same goes for the feedback industry. But there can be instances where the internet falters.

52
article thumbnail

Use Context to Help B2B Buyers Bypass the Solution “Rabbit Hole”

Customer Think

Context is based on perspective. Quite often, the reason buyers don’t engage — or are disappointed — with vendor content is because it lacks relevance. As the majority of B2B buyers report, the content they see is high quality, but it’s not meaningful to them. It’s not relevant.

B2B 92
article thumbnail

Insights to Outcomes: Degree of Difficulty

Execs In The Know

In many sports, there’s a factor known as “DEGREE OF DIFFICULTY.” For example, in springboard diving, a “3-meter forward dive with a tuck” has a degree of difficulty of 1.4. Judges rate dives based on four categories: approach, take-off, execution, and entry, and multiply by the degree of difficulty to arrive at the final score for the dive. In other words, some dives are easier than others and rewarded accordingly.

Sports 52
article thumbnail

5 Ways ChatGPT Will Impact Customer Experience

cxservice360

The rise of artificial intelligence (AI) has revolutionized the way businesses interact with customers. One of the most significant developments in this area is the use of AI-powered chatbots, and among these, OpenAI’s ChatGPT is a standout player. ChatGPT is a cutting-edge conversational AI model that has the potential to significantly impact the customer experience.

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.