Trending Articles

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Automotive Reputation Management: Win with Digital and Drive Customer Acquisition

InMoment XI

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. With online reviews, social media comments, and public customer feedback making a major impact on the reputation of automotive businesses — car dealerships, auto repair shops, service centers, parts retailers, etc. — brands must recognize that the ability to manage their digital channels and digital reputation is

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[Experience Action Podcast] CX Pulse Check – March 2024

Experience Investigators by 360Connext

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Prepare to have your perspective radically shifted as we examine a bank’s strategy to merge in-person banking with digital tool education.

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The QUI Rule a.k.a. The GREAT Rule: Serve to WOW customers. Serve to CARE.

Bill Quiseng

You’ve heard of The Golden Rule: Treat people as you want to be treated. Dr. Tony Alessandra has shared with everyone about The Platinum Rule: Treat people as they want to be treated. Today I offer The QUI Rule also known as the GREAT Rule: Treat customers a little better than they want to be treated. You are happy because customers leave satisfied with your product or service.

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The Myth of the Silver Bullet: Unraveling Quick Fixes in Business

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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AI-Automated Fiber Customer Installation: A Seamless Self-Service Solution

TechSee

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. boosting success rates while saving millions in call avoidance and dispatch costs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

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We Work Hard to Make It Look Easy

ShepHyken

My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., a professional baseball player, said, “Just because I made it look easy doesn’t mean that it was, and you don’t work hard and become a Hall of

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Feedbackly Helps Research the Influence of Music on Emotional Experiences of Shopping Center Visitors in Finland

Feedbackly

In the EU-funded EU Music 360 study, the effects of music on customer and employee experience in the retail sector in Finland are being investigated. The research began in February 2024 and will continue until the end of April. The study aims to determine how business is affected when a store environment plays a playlist tailored to the brand compared to a randomly selected playlist.

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The Art of Customer Crisis Handling: 5 Rules to Stay Cool and Win

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sometimes, things go wrong despite your best efforts. This situation happens everywhere. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis.

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How Watercare drive customer excellence with VoC and Thematic

Thematic

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. On a typical day, Aucklanders don’t say much to Watercare. Water as a sector gets taken for granted, with their drainage and pipe infrastructure and services largely out of sight and out of mind.

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The 2023 Verint Experience Index: Retail

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

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How to Ask for a Review: Strategies and Examples to Boost Your Brand Reputation

InMoment XI

Learning how to ask for a review can do wonders for your brand. Reviews help build your online reputation, bring added credibility to your company, amplify your search presence, and provide the kind of social proof that’s essential to influencing purchase decisions. Reviews are also an important source of valuable feedback about your products, services, and overall customer experience.

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Top 5 Customer Service & CX Articles for Week of March 25, 2024

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of be

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3 Use Cases for Video CX in the Contact Center

Upstream Works

Our latest blog post explores three practical vertical use cases for video engagements in contact centers. The post 3 Use Cases for Video CX in the Contact Center appeared first on Upstream Works.

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Customers Are in Charge

Customer Enthusiast

Today’s blog post is a part of a series that I will be sharing over the next couple of weeks related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024.

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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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Optimove Connect 2024: Highlights in Pictures

Optimove

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. As the industry continues to evolve, events like Connect play a crucial role in equipping marketers with the knowledge and tools needed to navigate and thrive Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry specia

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TeamSupport's Role in Maximizing ROI and Cultivating Customer Service Excellence

Team Support

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management. Moreover, it supports your business in maximizing Return on Investment (ROI) and transforming overall business results.

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Unveiling Our New “AI-Designed” Logo – A Leap into the Future of Creativity!

Kustomer

In the heart of every revolution lies a symbol of change—a beacon that guides us forward, embodying our aspirations, our dreams, and our journey. For Kustomer, that symbol has always been more than just a logo; it’s a statement, a promise, a commitment to excellence in customer service. Today, we’re thrilled to share with you a milestone in our journey: the unveiling of our new Kustomer logo.

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Essential Software Solutions: Navigating the Digital Landscape of the Restaurant Industry

CSM Magazine

Restaurant owners operate under tight margins. Caterers, fast food, and food trucks often do better than full-service restaurants, while cafes typically have the best margins. However, regardless of which type of organization a restaurant owner runs, they want to save time and money. The right software program can help them achieve this goal. This program will automate repetitive tasks and free up employees for jobs that add value to the company.

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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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Hospitality is a Zero-Disappointment Industry

Customer Enthusiast

Over the next couple of weeks, I’m going to share a series of blog posts related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. For openers, I learned that hospitality is a zero-disappointment industry.

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Top 10 Best BPO for SMEs in Customer Service

Magellan Solutions

Outsourcing Customer Service: The Smart Move for SMEs So you’re a business owner, always on the edge trying to keep up with the competition. Sure, you know it’s the happy customers that matter, but doesn’t customer service management look like a time-consuming skydive into a pool with no bottom? That’s when the best BPO companies come to the rescue!

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30+ Exit Intent Popups Examples for Better Conversions in 2024

SurveySensum

So last week I was browsing the internet to buy a new pair of earrings for one of my closest friends. After browsing for a while I landed on a website with an amazing jewelry collection. But after a while, I realized that the prices were a little too high for me and decided to exit. As I was about to close the tab, a pop-up emerged on my screen notifying me that I could get 5% off on my first purchase.

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The Crucial Role of Discovery Phases in Customer Feedback Tools Development

SurveySparrow

In the fast-paced world of business, customer feedback plays a vital role in shaping and improving products, services, and overall customer experience. To effectively gather and utilize customer feedback, companies rely on specialized tools and platforms. However, the development of these customer feedback tools requires a crucial phase known as the discovery phase.

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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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The Importance of Responsive Customer Support at Crypto Casinos

CSM Magazine

Crypto casinos have become a distinct category in the gaming industry, standing out for their use of cryptocurrencies like Bitcoin, Ethereum, and Litecoin. Notably, online casinos accepting cryptocurrency offer players a myriad of advantages over traditional platforms, including transparency, enhanced security, and the convenience of faster and cheaper transactions.

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Maximize Return on Experience (ROE)

Customer Enthusiast

Today’s blog post is a part of a series of posts that I will be sharing over the next couple of weeks related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned the difference between return on investment (ROI) and return on experience (ROE).

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Data Accuracy: What Is It, and Why Is It So Challenging?

Magellan Solutions

Have you ever wondered why data accuracy is essential? One mistake can ruin plans. Imagine leaving a US$3.1 trillion pile of cash on the table—that’s essentially what businesses across America do annually by tolerating inaccurate data. Faulty data is a critical error that no company can overlook. It leads to confusion, waste, risks, and disaster.

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How to Create Buyer Personas: All You Need To Know

SurveySensum

An automotive company is looking to sell its SUVs to an audience that predominantly buys Sedan cars. As a result of this, they are unable to meet their sales targets. Well, this is bound to happen! If your customers are looking for Sedan cars and you are selling them SUVs then of course they won’t buy from you! They need to sell to an audience that fits their buyer profile!

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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