Trending Articles

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How to Delete a Facebook Page and Protect Your Brand Reputation

InMoment XI

Facebook is one of the most widely used social media marketing tools today. However, there may be instances where your business must learn how to delete a Facebook Page in order to protect your brand reputation. Here are some of the common reasons why a business might want to delete their Facebook Page: Rebranding: Your company is undergoing a rebranding process and you’d like to start fresh with a brand new Facebook Business Page.

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[Experience Action Podcast] Customer-Facing Employees and CX Buy-In

Experience Investigators by 360Connext

Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let’s transform the frontline of your business into a powerhouse for customer loyalty. On this episode of the Experience Action Podcast, we’re tackling a golden question: How do we get our customer-facing employees just as invested in the customer experience as we are?

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This Customer Could Ruin Your Business

ShepHyken

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.

2024 139
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Supercharge Your Service Experience with Visuals for Maximum Impact

TechSee

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

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The Ultimate Guide to Monetizing Customer Learning

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.

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A Positive Emotional Experience = Good for Customers, Profitable for You

Heart of the Customer

Having the best customer experience pays. But what is the value of having the best customer experience? There’s plenty of data that shows that customer experience pays. The most compelling is Watermark Consulting’s tracking of stock prices. The company simulated purchasing the stock of CX Leaders (the ten top-performing companies in customer satisfaction on annual […] The post A Positive Emotional Experience = Good for Customers, Profitable for You appeared first on Heart of the Customer.

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Customer Complaints: The Sound of Silence in Corporate Communication

The DiJulius Group

Years ago, one study revealed that customers would rather go to the dentist instead of calling a company’s contact center. Big corporations have now solved that issue by making it virtually impossible to contact them. A new study sheds light on a significant obstacle: the absence of a contact phone number on the homepage of. Read Full Article The post Customer Complaints: The Sound of Silence in Corporate Communication appeared first on The DiJulius Group.

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How to Power up Your B2C Marketing Strategies with Surprising B2B Secrets

C3Centricity

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.

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Shopify Telephone Support: How BPO Services Can Help

Magellan Solutions

Hey there, fellow Shopify merchants! With over 1.75 million online stores on Shopify , excellent customer service is crucial to standing out. Top-notch telephone support is essential for building brand loyalty and boosting sales for your online business. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others.

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Sabio Group’s New E-Book Redefines the Role of CRM in Customer Experience Transformation

CSM Magazine

Sabio Group, the digital experience transformation services specialist, has launched a new e-book which takes a deep dive into the role that Customer Relationship Management (CRM) systems play in shaping and orchestrating modern customer journeys. The eBook – entitled “ Harnessing the Power of Salesforce ” – is a comprehensive guide that focuses on the importance of organisations having a centralised data strategy to complement any Salesforce implementation.

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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.

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Predictive Customer Service: AI’s Role in Anticipating Needs

Comm100

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

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Instructional Designer vs. Customer Success Manager: Who Knows Your Customers’ Better (and Does It Really Matter)?

Gainsight

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. But how do you ensure that your customers not only get on board with your product but also leverage it to its full potential? The answer: Digital Customer Education (CE).

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Top credit union trends: Practical guidance for navigating 2024

West Monroe

Credit unions are uniquely positioned in today’s marketplace. With the ability to focus on the member experience and provide higher interest rates, credit unions can continue providing value despite ongoing uncertainty in the macroenvironment. While this impacts lower net interest margins, it fuels competition against traditional banks and highlights the differing profit pressures that credit unions face.

2024 52
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Digital Customer Success: A Getting Started Guide – Part 1

ChurnZero

Every customer success leader I know is being asked to do more with less. I could go on and on about the macroeconomic factors, the cycle of overhiring and layoffs, and the “new normal” for spending justification that’s causing this, but I won’t. Instead, I’ll just focus on that reality. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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The Art of Negotiation: Winning Strategies in the Real Estate Marketplace

CSM Magazine

Navigate the intricate world of real estate negotiation with strategic expertise and discover the secrets to securing lucrative deals. When mastering the art of negotiation in the real estate marketplace, understanding the importance of strategy is critical. Knowing how to navigate the complexities of deals and counteroffers can make all the difference in securing a successful outcome.

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Transformer les résultats du service à la clientèle dans le secteur bancaire grâce à l'automatisation de l'IA

Inbenta

How Banks Can Leverage AI to Improve Self-Service, NPS and Customer Experience at Scale When customers think about their banking relationships, what do they prioritize? It turn out quality customer service ranks higher than most other priorities, including branch locations or sign-up bonuses. AI-powered tools represent a new opportunity for banks to encourage self-service, boost NPS, and enhance customer experience.

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Unleash the Power of Community: How a Team of One Created a Self-Sustaining Online Community

Gainsight

Across industries, executives tend to focus on one thing: scaling. They want to know how they can do more without spending more. Particularly when the focus is on community and building customer knowledge, scaling can be tricky. There are always more questions coming in than there are hours available to answer them. The only way to truly scale community is to make it self-sustaining, the way Danny Pancratz, Director of Customer Experience Programs at Unqork did.

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Enhancing Customer Service: The Power of a Contact Center for Utilities

Call Experts

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. Today, utilities play an undeniably vital role in our daily lives. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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How to Apologize to an Angry Customer (Tips + Examples)

Magellan Solutions

Do you know what the challenging part of a customer service representative’s role is? Pacifying an angry customer! Dealing with an irate customer is a valuable skill that each one must possess. Poorly handling the conversations and getting no resolution to their concerns can severely damage your business relationship and potentially hurt the business’s reputation.

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Mastering Online Business: 4 Strategies for Small Online Businesses to Succeed

SurveySensum

In 2024, ensuring the survival of small businesses requires more than just an online presence; it requires a dynamic and strategic digital engagement that is not just an asset, but a critical necessity for success. The digital sphere offers endless opportunities for growth and expansion but also presents significant challenges, including intense competition and the rapid pace of technological development.

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Inbenta dévoile un moniteur numérique personnalisable

Inbenta

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). The enhancements are aimed at making Inbenta’s interactive how-to tutorials more engaging and easier to share. Digital Instructors are interactive simulations of a digital product, service, or task, demonstrating features and guiding customers with step-by-step visual instructions.

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The Evolution Of Customer Success In The Digital Age

Gainsight

The role of Customer Success has undeniably been one of change in the last few years. With teams being downsized and CSMs being held accountable for more, the role of how digital motions come into play is more crucial than ever. Let’s explore this evolution from “traditional” C.S. to Digital CS , drawing insights from research analysts and industry thought leaders.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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What Is a Customer Journey Contact Center?

Call Experts

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view.

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Mystery Shopping Surveys Explained (with Free Template and Questions)

SurveySparrow

Did you know that, according to the Mystery Shopping Providers Association (MSPA) Americas , there are more than 1.5 million mystery shoppers? It’s like being a secret agent for a business but so much more fun! The best part is when we collect nuanced data from them! In this blog, we will examine the benefits of a mystery shopping survey and how to create one effectively using a free template as an example.

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From Recruitment to Retention: Understanding the Employee Journey 

SurveySensum

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. The higher the employee engagement, the better will be your customer experience and the greater will be the number of happy customers!

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The Power of Real-Time Visibility

SaleMove

Disconnected service experiences are the root cause of many customer support woes: Real-time visibility provides a seamless solution that benefits everyone. The post The Power of Real-Time Visibility appeared first on Glia Blog | Digital Customer Service Explained.

Blog 66
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11 Tips to Drive Learning Content Consumption

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,