InMoment XI

JANUARY 10, 2024

Guiding a loved one through the customer journey of senior living is an intimately personal and emotional endeavor. Why Reputation Management is Important for Senior Care More than 90% of families heavily rely on online reviews when deciding on senior living communities, a significant increase from the 82% recorded in 2020.

Management 260

Management Social Media Feedback Insights 260

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. What is Brand Reputation Management? What is Brand Reputation Management? Consistency builds trust and recognition.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

JANUARY 19, 2024

Successful businesses utilize prescriptive analytics to aid in data-driven decisions that will improve their bottom line. Whether it’s reducing your cost to acquire a customer, decreasing your churn rate, or anything in between. Your business can use analytics to drive success and improve customer experiences.

Events 260

Events E Commerce Retail Insights 260

InMoment XI

FEBRUARY 6, 2024

Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. Answering a complaint on social media can increase customer advocacy by 25%.

Social Media 260

Social Media Marketing 2023 Advertising 260

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights.

Social Media 260

Social Media Insights Metrics Loyalty 260

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. Or goals are too abstract, like “make every customer experience better than the last.”

Net Promoter Score 248

Net Promoter Score Customer Journey Feedback Metrics 248

InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

InMoment XI

FEBRUARY 29, 2024

When executed effectively, it enables your business to attract customers organically, bypassing the need for hefty investments in traditional advertising. It involves various strategies to improve your website’s visibility in local search results, making it easier for potential customers in your area to find your business.

Events 260

Events Social Media Management 2024 260

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding?

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

BirdEye

NOVEMBER 22, 2023

In a field as trust-dependent as law, mastering review management is not just beneficial; it’s essential to your practice’s success. Friends and family are the most trusted resources for evaluating reputation, immediately followed by customer reviews. First, they’ll turn to friends and family for recommendations.

Management 111

Management Demo Feedback Social Media 111

Magellan Solutions

APRIL 25, 2024

As your business grows, integrating technology to automate processes becomes essential. The challenge arises if you find it difficult to provide technical support while managing core operations. What do my customers need specifically? However, research shows 59% of companies outsource to lower operational costs.

Average Handle Time 52

Average Handle Time Customer Satisfaction Measurement Call Center 52

BirdEye

MARCH 4, 2024

While this isn’t necessarily a hard and fast rule, there’s truth behind it — consistent and repeated exposure plays a crucial role in transforming potential customers into actual buyers. In fact, according to Birdeye data , 36% of multi-location marketers send personalized messages to their customers daily.

Marketing 111

Marketing Multi-Channel Events Demo 111

Joe Rawlinson

MAY 15, 2023

In this article, we will provide essential tips to help set the stage for a successful endeavor. Keep reading to learn more about essential business concepts and strategies that will help propel your business forward. Develop a Strong Business Plan A solid business plan is crucial for the success of your venture.

Financial 78

Financial Social Media Roadmap Loyalty 78

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 103

Customer Engagement 2022 Engagement Return on Investment 103

Optimove

APRIL 15, 2024

Finding the balance between versatility and specialization is essential for anyone aspiring to be a Position-less Marketer. Embracing a position-less mindset allows marketers to effectively meet evolving consumer needs, outpace competitors, and drive better business outcomes in today’s dynamic marketing environment.

Marketing 59

Marketing Sports Multi-Channel Download 59

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Early attrition poses a significant and costly challenge for contact centers. To address this issue, COPC Inc. See Figure 2.

Call Center 98

Call Center Contact Center Culture Engagement 98

TechSee

FEBRUARY 7, 2023

Early chatbots were extremely limited, serving primarily as another way to interface with user guides and help center content. The technology industry is abuzz with the latest breakthroughs in artificial intelligence. For the first time, early technology adopters can now easily access the latest breakthroughs in Generative AI.

Innovation 124

Innovation Call Center Contact Center Average Handle Time 124

Magellan Solutions

DECEMBER 13, 2023

Our commitment to excellence, guided by CEO Frederick Chua, sets the foundation for lasting client success. Explore Magellan’s distinct approach, where client success and orchestrated growth intertwine with client-focused and adaptable strategies spanning various industries. The oversight management team has a vital role.

Net Promoter Score 52

Net Promoter Score Measurement Metrics Innovation 52

Magellan Solutions

DECEMBER 13, 2023

Our commitment to excellence, guided by CEO Frederick Chua, sets the foundation for lasting client success. Explore Magellan’s distinct approach, where client success and orchestrated growth intertwine with client-focused and adaptable strategies spanning various industries. The oversight management team has a vital role.

Net Promoter Score 52

Net Promoter Score Measurement Metrics Innovation 52

CSM Magazine

APRIL 16, 2024

By integrating AI tech into online gambling, the gaming experience is lifted to a whole new level; players enjoy tailored customer service and the overall operations of the casinos become more efficient. A reliable and responsive customer support system is often regarded as a hallmark of legitimate platforms.

Customer Experience 52

Customer Experience User Experience Interaction Customers 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. Today, when feeling relatable and personalizing each communication is a priority for brands to offer an exceptional customer experience , using social media reputation management to your advantage can be incredibly beneficial.

Social Media 116

Social Media Management Brands Communication 116

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

Magellan Solutions

AUGUST 10, 2023

When it comes to building a strong social media presence, it’s essential to have a solid digital marketing strategy. Consistency in scheduling and posting high-quality content that will hook your target audience is essential. Also, check out how it can help businesses manage their social channels to thrive in digital marketing.

Social Media 98

Social Media Advertising Metrics Insights 98

Magellan Solutions

MARCH 13, 2024

Understanding the impact of outsourcing is essential for your company’s success. However, it’s essential to acknowledge that both strategies have challenges, including cultural differences, data security risks, communication obstacles, and quality control issues. What is Offshoring?

Culture 105

Culture E-support E Commerce Communication 105

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. What is Customer Service Coaching?

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

BirdEye

APRIL 4, 2023

Many local businesses have difficulty creating and managing budgets, so setting yourself up for success is essential. Financial control and planning play a significant role in business success, and are closely linked. Creating and maintaining your business budget is essential to stay in control of your finances.

Financial 98

Financial Events Sales Insurance 98

BirdEye

DECEMBER 16, 2022

It’s no secret that customer reviews have become an essential part of running a successful business. In particular, there is great importance to Google reviews because they can have a direct impact on local businesses success. Online visibility is important for attracting new customers.

Multi-Channel 98

Multi-Channel Download Insights Hotels 98

BirdEye

FEBRUARY 14, 2023

That’s why working with online reputation management consultants is essential for businesses to stay competitive in today’s market. In this blog article, we explore why working with an online reputation management consultant is beneficial, how they can improve your reputation, and what to look for in a consultant.

Consulting 97

Consulting Management Social Media Multi-Channel 97

Gainsight

DECEMBER 20, 2023

Good data has never been more important to effectively interact with customers both in and outside your product. Knowing how deep (or shallow) customers’ product adoption may be is critical to driving them to achieve value, engaging at the right moment in the right channel, and improving overall customer and user experiences.

Customer Centricity 52

Customer Centricity 2023 Roadmap Insights 52

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Our guide walks you through crafting a compelling questionnaire with 35 essential questions you can use immediately. Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g.,

Feedback 113

Feedback Net Promoter Score Customer Satisfaction Loyalty 113