Lithium

NOVEMBER 2, 2021

Here are a few of the highlights of an amazing fall innovation launch. Some blog areas are limited to Khoros customers only. Improved Advanced Twitter Metrics This new release makes advanced metrics easier to access, consistent, and more aligned with native analytics. Khoros Autumn Innovation Release. Communities.

2021 52

2021 Webinar ROI Events 52

Uniphore

JUNE 22, 2021

Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? So, we had to make their rants more entertaining. Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. Well, at least, we tried. Check it out!

Call Center 87

Call Center Contact Center Social Media 2021 87

Upstream Works

FEBRUARY 26, 2020

At face value, providing seamless customer service should be the goal of every contact center. By extension, the easier you can make this look to the customer, the better the outcomes. These offerings are complex for IT in different ways, but they provide new elements that make seamless CX possible.

Contact Center 78

Contact Center Omnichannel Social Media Customer Journey 78

OpinionLab

MARCH 9, 2017

However, a common mistake many organizations make is taking a self-centric approach to the omnichannel versus a customer-centric one. Consider a recent self-centric omnichannel example from this past holiday season. In theory, this should create a better service experience by allowing customers to use the channel they prefer.

Omnichannel 83

Omnichannel Customer Centricity Retail Social Media 83

Lumoa

FEBRUARY 6, 2018

Every each of them answered the following questions: How do you see the future of customer experience? How to overcome those challenges? Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future.

2018 129

2018 Customer Experience Customer Centricity Culture 129

BirdEye

NOVEMBER 10, 2023

It was a one-of-a-kind digital user conference that welcomed 50 thought-leaders from leading companies, including Microsoft and Google, and customer experience strategist and author Jay Baer. The blog post explores how Genesis Counseling Center harnessed the capabilities of Birdeye. Birdeye View is now available on demand!

Communication 58

Communication 2023 Customers Insurance 58

Bold360

JANUARY 19, 2017

Customer service has never been more important. We’ve compiled a list of the top 20 thought leaders in customer experience, all of whom have their finger on the pulse of customer service, and are must-follows for keeping your CX current, successful and profitable, too. We love her recent blog on what CX will look like in 2017.

2017 91

2017 Customer Experience Books Consulting 91

West Monroe

JULY 24, 2017

I don’t know how I would survive without Siri. These intelligent agents are making our lives so easy. These intelligent agents are making our lives so easy. Many of us base our perception on our last amazing, unexpected experience. My fingers were so happy when my family finally installed a few touchtone phones.

Virtual Agent 53

Virtual Agent Contact Center Technology Social Media 53

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ijgolding

JULY 5, 2018

Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with. The ‘self-publishing’ journey, as seen through the eyes of a first time author. Beth: I agree.

Books 64

Books Customer Experience Definition Airlines 64

West Monroe

FEBRUARY 26, 2018

Conversational interfaces, such as chatbots and voice assistants, are a hot topic right now, and we’re seeing many of our clients trying to wrap their head around these technologies and how they can use them to drive down their costs while improving the customer experience. We’ll discuss some of the challenges and shortcomings in this blog.

Healthcare 58

Healthcare Insurance Presentation Technology 58

Kayako

MARCH 21, 2017

How do you make a customer feel respected and gain their trust? Trust comes when you understand your customer’s needs, respect them, and offer relevant service. Gaining customer’s trust is important not only to make them loyal and come back, but also so they insist their friends do business with you too. Donald Porter.

Interaction 84

Interaction Customers Innovation Feedback 84

Education Services Group

MAY 6, 2021

1 Don’t conflate Customer Success with Customer Service. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong. This project would take five years to complete, and Company ABC wanted to use our subscription service for those five years.

Customer Success 92

Customer Success Sales Social Media Reference 92

ProProfs Chat

JULY 3, 2019

Now, how updated are you in meeting their expectations at all times? Your customer support operators need to know how to chat with customers online to keep them hooked with your brand. In this post, we aim to cover nine amazing online chat tips to help your business reduce 67% of customer churn and increase acquisition.

E-support 63

E-support E Commerce Customers Brands 63

Wootric

FEBRUARY 14, 2019

They make our lives better, share their expertise, uplift our spirits, and show profound generosity. They’re here, tirelessly working in every industry to make people’s lives just a bit easier, and a lot more joyful. And yet, for some people, there are so many reasons why we love them. Did we miss an especially loveable CX expert?

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Amity

DECEMBER 9, 2016

While wading through this endless sea of content, I’ve recently read a few amazing articles that speak about how to market to your current customers in order to increase retention and help them continuously succeed—and it got me thinking: What if we took a look in the other direction? Pay attention in pre-sales calls.

Customer Success 109

Customer Success Marketing E-support Social Media 109

Martin Hill-Wilson

JANUARY 25, 2016

So I thought I’d share it with you to see how you react. On the other hand, I’m absorbing, distilling and outputting tales of the great digital adventure we are collectively engaged in. Those waving the ‘onward and upward’ flag have no truck with B&W telly which is how the contact centre comes over to them.

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

SmartKarrot

NOVEMBER 2, 2020

The best way to know how to retain customers is to hear it from other business owners who do just the same. The best way to know how to retain customers is to hear it from other business owners who do just the same. Paige Arnof-Fenn, Founder , Mavens & Moguls. “Focusing on retention makes sense especially during a recession.

Customer Retention 21

Customer Retention E-support Social Media E Commerce 21

Storyminers

JULY 29, 2016

There always seems to be a new product, service, or experience within reach of a brand’s current customer. So how do you ensure your brand is retaining its precious customer base? The trick is to use the right pillars with the customers that value those particular pillars to make an impact. VP of Customer Experience, Compellon.

B2C 49

B2C Customer Retention Brands Social Media 49

CX Accelerator

SEPTEMBER 16, 2022

So, how do you know if it’s time to go or time to stand up strong and lead your organizational leaders toward CX buy-in? Something authentic and concrete like “how do you share user research among the teams?” How is research shared, discussed, distributed and analyzed? Product Marketing Specialist InvGate. Lack of process.

Consulting 208

Consulting Culture Insights Customer Experience 208

SurveySensum

JULY 14, 2020

Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication.

2020 132

2020 Customer Experience Magazine Consulting 132

Comm100

DECEMBER 8, 2017

Here are important tips for writing a thank you letter to your customer, complete with sample thank you letters to help you show your customer how much you appreciate them. And, if a company takes the time to thank and nurture its relationship with us, we feel compelled to return the favor in how we spend our money.

Social Media 50

Social Media Return on Investment White Paper Customers 50

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . They are real-time users looking for a rewarding shopping experience, and they expect the best service. How can you meet these potential consumers’ needs?

Omnichannel 109

Omnichannel Blog Customer Service Social Media 109

Grade.us

SEPTEMBER 9, 2019

And they're smart for doing so, because he built a 6-figure blog with over 400,000 readers while working a full-time job. If you want to know how to build a successful agency or consultancy, he's someone you'll want to hear from. On getting into digital marketing and starting an agency. And which would you recommend?

Marketing 39

Marketing Consulting Blog Management 39

Thematic

JUNE 13, 2023

You already know you need an amazing customer experience (CX) to keep retention high. But how do you know where to invest your time, effort, and money? Voice of Customer (VoC) is your current and potential customers’ opinions and experiences about your product or service. How Do Voice of Customer Tools Work?

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth. “A

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Kustomer

JULY 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas are joined by Darryl Addington from Five9 to learn about integrating cloud support and AI into the CX space. Hot Take: How Artificial Intelligence Promotes Human Interaction. Tune into the episode to learn more.

Contact Center 98

Contact Center Consumers Technology Innovation 98

ProProfs Chat

OCTOBER 12, 2018

According to a study by Bureau of Labor Statistics , only 4% startups make it to the second year, 3% to the third year; 9% crawl upto fourth year and only 3% cross their wooden year (fifth anniversary). This brings us to a million-dollar question: Why do startup fail and how to avoid it? By now, you must be wondering how to succeed?

Customers 94

Customers Blog Communication Marketing 94

Currency Alliance

DECEMBER 20, 2022

Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value. During 2023, brands will make it easier for more customers to realize value from loyalty program participation. This will create valuable incremental profits with little or no additional spending.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

Avaya

OCTOBER 11, 2016

Imagine interacting with a company—any company—via your preferred method whenever you want, whether making a phone call, using online chat, sending an SMS, or messaging via Facebook. It’s not difficult to teach a computer to know who you are, what you prefer, what you like to listen to, watch, read, how you like to interact.

Contact Center 80

Contact Center Multi-Channel NPS Innovation 80

2020 Research

NOVEMBER 22, 2022

Schlesinger Group recently held a live webinar to share on all things related to first-party data: its value to brands in relation to third-party data, how to collect and leverage it, and why its future is so bright. Marketers must find creative ways to understand their customers in order to remain competitive. Leveraging market research.

Webinar 52

Webinar B2B Marketing Consulting 52

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! By Steve Offsey. podcast and the Experience Maker Show. Let’s dive in to better understand what we mean when we say a journey-based approach.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

Grade.us

JANUARY 14, 2019

Say the words, "digital marketing thought leader" and Lee Odden 's name is going to come up. He's the co-founder of Top Rank Marketing , a company who's Online Marketing Blog is considered one of the most influential marketing blogs around. On Starting a Marketing Blog. So that's kind of how it started.

Marketing 37

Marketing B2B Blog Consulting 37

Avaya

AUGUST 22, 2017

Resigned to your fate, you then look up the customer service number 1 and click dial. You are repeatedly told how important your call is, and after the third time you start to wonder how important it really is 3. You’ve been sent to customer service jail. This is an amazing time to be a consumer. Do not pass go.

Contact Center 61

Contact Center Multi-Channel Consumers Connections 61

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. Part 1: Different types of product feedback & how you can benefit from them.

Feedback 111

Feedback E-support Metrics Insights 111

Grade.us

MARCH 27, 2019

If you don't have much web development experience and are not well versed in HTML, CSS, or Javascript, you can still use Google Tag Manager to implement some incredibly useful digital marketing strategies for your business or your clients. Google Tag Manager Basics Setting Up Google Tag Manager on Your Grade.us review funnel.

Management 29

Management Webinar Advertising Events 29

Grade.us

APRIL 17, 2019

At its core, this is what local business digital analytics is all about. Can you provide your clients with the data and validation they need, the hard evidence showing that you're producing amazing results? If you're like most agencies, you know digital forwards and backwards. You don't know how much you know.

2019 21

2019 Social Media Metrics Marketing 21