InMoment XI

AUGUST 3, 2023

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and prefer

Customer Insights 488

Customer Insights Insights White Paper Social Media 488

BirdEye

AUGUST 3, 2023

Imagine a world where every customer leaves your store, feeling satisfied and eager to return. This utopian scenario is the dream of every business owner. However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Net Promoter Score 98

Feedbackly

AUGUST 3, 2023

While many brands know the importance of collecting feedback, not everyone carries out a systemic approach to using them for improvement. But, a good feedback management process can make a positive difference in a brand. The customer feedback loop is a strategy for improving customer experience using user reviews. It is a very effective way of collaborating with your customers to identify and solve problems while showing accountability, effort, and respect.

Feedback 98

Feedback Customers Touchpoint NPS 98

Beyond Philosophy

AUGUST 3, 2023

My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. Inevitably, these same exuberant students will appear at his office hours wanting career advice. Of course, my podcast colleague is an academic, so while he has never steered anyone wrong, he has a limited frame of reference for his counsel.

Sales 78

Sales Social Media Management Reference 78

Advertisement

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. You have a great product that your team has worked tirelessly to develop. But you’re not quite sure how it’s being received by your customers. You’ve many questions like – Are they happy with your service? Are there any pain points that need addressing?

B2B 52

B2B Feedback NPS Demo 52

Optimove

AUGUST 3, 2023

Renowned customer analytics expert and best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” Neil Hoyne, will deliver the keynote address at Optimove Connect. As one of the foremost authorities on customer relationship marketing, as well as a Senior Fellow at the Wharton School and Chief Strategist at Google, Hoyne will share valuable insights and practical tips with top marketers during the conference on October 25-26 at the InterContinental David,

Connections 52

Connections 2023 Customer Centricity Events 52

ReviewTrackers

AUGUST 3, 2023

No matter the size of your operation, you should use effective car wash marketing tactics to attract, engage, and retain customers. Here's your guide.

Marketing 65

Marketing Engagement Customers 65

Brad Cleveland Blog

AUGUST 3, 2023

The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good service means. For customer experience leaders, this can seem like a daunting challenge. Fortunately, it’s … Continue reading → The post What Is Good Service? Customer Perceptions Keep Changing appeared first on Brad Cleveland.

Customers 48

Customers Customer Experience Multi-Channel Social Media 48

2020 Research

AUGUST 3, 2023

Sago’s recent webinar, Back-to-School Tech & Trends: The Power of Influencers and Omnichannel Dynamics, delves into the fascinating world of back-to-school technology trends and the results from a recent survey of American and Canadian back-to-school shoppers. The objective of the joint omnibus study with element54 was to gain insights into the emerging use of technology and the role of influencers and social media in driving back-to-school decisions and omnichannel dynamics.

Omnichannel 52

Omnichannel Apparel Webinar Social Media 52

Advertisement

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Alida

AUGUST 3, 2023

Maximize project value with a Value Realization Framework. Understand stakeholder needs, map deliverables, and drive high-value outcomes.

Insights 219

Insights Customer Insights Customers 219

Brad Cleveland Blog

AUGUST 3, 2023

The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good service means. For customer experience leaders, this can seem like a daunting challenge. Fortunately, it’s … Continue reading → The post What Is Good Service? Customer Perceptions Keep Changing appeared first on Brad Cleveland.

Customers 26

Customers Customer Experience Multi-Channel Social Media 26

Forrester's Customer Insights

AUGUST 3, 2023

A joint customer success plan is a roadmap to help steer customers towards achieving their desired outcomes.

Roadmap 26

Roadmap Customer Success Customers B2B 26

IntouchInsight

AUGUST 3, 2023

Consumers don’t care about the traditional divisions between industries. Channel blurring, the purchasing of goods and services from an alternative provider instead of one traditionally associated with it, is commonplace today. And this is especially evident in the competition between convenience stores and quick-serve restaurants.

2023 117

2023 Consumers 117

Advertisement

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

Forrester's Customer Insights

AUGUST 3, 2023

Join us at Forrester’s Data Strategy & Insights event to learn about how customer experience and data professionals can work more closely to ensure that they collectively provide the analytics and insights their organizations need to improve experiences.

Insights 26

Insights Customer Experience Events Customers 26

kommunicate

AUGUST 3, 2023

Last Updated on August 3, 2023 The month of July came along, and our engineers here at Kommunicate did what they always do best – make your chatbot builder even better. Introducing the Document scanner, letting you convert your document into a chatbot. But that is just one of the many achievements. More details about [.] The post Here’s What’s New From August 2023 || Kommunicate Product Updates appeared first on Kommunicate Blog.

2023 93

2023 Document Blog 93

Brandwatch CX

AUGUST 3, 2023

Did the amalgamation of Barbie and Oppenheimer benefit both films, and why? Plus, what does this mean for the movie industry moving forward? Let's find out.

87

87

Retently

AUGUST 3, 2023

“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customer experience is the new marketing battleground. Customers no longer pick brands for individual products or services; instead, they choose the business that delivers the best experiences.

Customer Experience 147

Customer Experience Net Promoter Score Social Media Reference 147

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.

Customer Insights

Brandwatch CX

AUGUST 3, 2023

Did the amalgamation of Barbie and Oppenheimer benefit both films, and why? Plus, what does this mean for the movie industry moving forward? Let's find out.

66

66

West Monroe

AUGUST 3, 2023

Forrester 2023 Digital Transformation Services Landscape Report recognizes West Monroe among notable vendors in digital transformation services. This report recognizes a list of notable providers, serving as a valuable resource for executives and transformation leaders to better understand different digital transformation service providers. Executives use the list to explore different service providers and potentially select a provider aligned with their specific needs and market focus.

2023 52

2023 Download Definition Culture 52

Zonka Feedback

AUGUST 3, 2023

Looking for effective questions to create Mobile App Surveys? Explore the most effective Mobile App Survey Questions to create powerful mobile surveys for collecting actionable feedback. With over 52% of the internet traffic coming from mobile devices and 90% of that coming from mobile apps, the usage of mobile applications is unchallenged.

Feedback 52

Feedback Management 52

West Monroe

AUGUST 3, 2023

Forrester 2023 Digital Transformation Services Landscape Report recognizes West Monroe among notable vendors in digital transformation services. This report recognizes a list of notable providers, serving as a valuable resource for executives and transformation leaders to better understand different digital transformation service providers. Executives use the list to explore different service providers and potentially select a provider aligned with their specific needs and market focus.

2023 40

2023 Download Definition Culture 40

Advertisement

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

ClearAction

AUGUST 3, 2023

Customer Experience-Inspired Corporate Strategy Lynn Hunsaker Customer experience-inspired corporate strategy is rare, according to a recent poll in a strategic planning LinkedIn group. In my 5-year study of B2B CX practices , we asked: “Is customer experience (1) a determinant or (2) a subset of corporate strategy, or (3) is it unrelated?” If you define “customer experience” as as post-sales retention, or programs, or a department, or interactions, your answer may be &

Customer Experience 62

Customer Experience B2B Leadership Customers 62

Cyara

AUGUST 3, 2023

Customer experience (CX) is a crucial, yet often overlooked, aspect of any testing journey. According to a survey conducted by Qualtrics and ServiceNow , 80% of customers state they have switched brands due to poor CX, and 43% suggest they would likely switch brands after only a single negative customer service interaction.

Brands 67

Brands Interaction Customer Experience Customer Service 67