InMoment XI

JUNE 7, 2024

Hotel reputation management has never been more important. With the increased usage of online review platforms and social media, guests hold unprecedented power to shape public perception. A bad review or post gone viral could deter potential guests from ever getting to your website. With these stakes in mind, your hotel reputation management strategy must be an integral part of your business strategy to keep your hotel competitive with the top brands.

Hotels 260

Hotels Management 2024 Social Media 260

ShepHyken

JUNE 9, 2024

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. Customer Loyalty Stats in 2023: Loyal Customers Spend More! by Jeff Beckman (The Tech Report) Consumers do not usually just focus on the function and appearance of a product when purchasing products.

Article 80

Article 2024 Sports Customer Service 80

Experience Investigators by 360Connext

JUNE 4, 2024

Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators’ Director of Business Development. Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are universally user-friendly without the need for extra hardware.

2024 256

2024 Customer Centricity Culture Employee Experience 256

eglobalis

JUNE 4, 2024

The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The post The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience appeared first on Eglobalis.

Customer Experience 127

Customer Experience Customers Customer Relationships Customer Centricity 127

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Daniel Group

JUNE 6, 2024

The Power of Consistency and Communication Explore construction excellence in our latest episode of the Construction Champions Podcast featuring Lynn Daniel. Host Ron Nussbaum leads an enlightening discussion on the crucial factors currently shaping the construction industry. Discussion Points Customer Experience : Delve into the critical importance of customer experience within the construction sector and how it drives every aspect of business operations.

Communication 98

Communication Culture Customer Centricity Loyalty 98

Experience Investigators by 360Connext

JUNE 4, 2024

Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. At each step in the journey with your brand: They want to be recognized and acknowledged. They want relevant, personalized offers at the right moment. They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration.

2023 143

2023 2022 Connections Consumers 143

SaleMove

JUNE 7, 2024

FIs have high call volumes, staffing constraints, and need to meet rising consumer expectations. See how 2 FIs were able to overcome these challenges. The post Time to Modernize Your Overworked Call Center appeared first on Glia Blog | Digital Customer Service Explained.

Call Center 92

Call Center Blog Consumers Customer Service 92

Beyond Philosophy

JUNE 6, 2024

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: This has been created in partnership with NICE. AI is a massive new development in experiences. Unfortunately, it also creates enormous problems for organizations that don’t know what to do with it.

Technology 78

Technology 2023 Contact Center 2022 78

delighted

JUNE 6, 2024

It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. In this guide, we’ll cover everything you need to know about effectively surveying customers after a purchase with the right post-purchase survey questions.

Retail 82

Retail Feedback Customer Satisfaction Customers 82

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

Customer Experience

ShepHyken

JUNE 4, 2024

This is the third article this year about the concept of simplicity. Why? It apparently resonates with our subscribers, as there have been many comments and emails. Consider these quotes: It was either Mark Twain, Benjamin Franklin, Pascal, Cicero, or some other famous smart person who said, “If I had more time, I would have written a shorter letter.

Magazine 85

Magazine Workshop Customer Service Training Article 85

Experience Investigators by 360Connext

JUNE 4, 2024

Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. At each step in the journey with your brand: They want to be recognized and acknowledged. They want relevant, personalized offers at the right moment. They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration.

2023 143

2023 2022 Connections Consumers 143

IntouchInsight

JUNE 5, 2024

Businesses use mystery shopping as a valuable data collection method to evaluate and improve customer experience, product quality, operational efficiency, and more. The results of these evaluations are typically presented as mystery shopping scores.

Brands 118

Brands Presentation Customer Experience Customers 118

Beyond Philosophy

JUNE 7, 2024

Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes. Today’s discussion highlights why understanding the customer’s mood and managing customer emotions helps you achieve your desired experience outcomes.

Culture 88

Culture Management Customer Experience Customers 88

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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

BirdEye

JUNE 7, 2024

Why should healthcare providers care about the patient experience? Going to the doctor, getting a prescription, scheduling surgery, or even visiting the emergency room—each of these experiences, and many more—shapes a patient’s experience with your healthcare practice. To understand these experiences you need patient survey software. Healthcare experiences form a dimension of information and care that you cannot afford to ignore.

Healthcare 62

Healthcare Feedback Touchpoint Financial 62

SurveySensum

JUNE 10, 2024

Why did Mark give the score ‘5’ on your CSAT survey? What Rachel disliked about the customer service? Open-ended survey questions are the key to answering these questions! Open-ended survey questions are your gateway to rich, detailed insights directly from your respondents. Unlike closed-ended questions that restrict answers to predefined options, open ended survey questions give participants the freedom to express their thoughts, feelings, and experiences in their own words.

Demo 52

Demo Insights Feedback Net Promoter Score 52

Experience Investigators by 360Connext

JUNE 4, 2024

Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. At each step in the journey with your brand: They want to be recognized and acknowledged. They want relevant, personalized offers at the right moment. They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration.

2023 143

2023 2022 Connections Consumers 143

Interactions

JUNE 5, 2024

How Interactions Has Built a Winning Combination of Humans and Technology In the world of Intelligent Virtual Assistants (IVAs), a 97% intent accuracy rate is remarkable — we won’t shy away from saying it. But what’s as important as touting this metric is explaining how we achieve it for our clients. IVA vs. IVR vs. Interactions First, a quick explainer on where Interactions falls within Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) systems.

Contact Center 62

Contact Center Metrics Interaction Call Center 62

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

ShepHyken

JUNE 6, 2024

This week, we feature an article by Joe Walsh, GoTo ‘s Vice President of Product Marketing. He discusses the Four Phases of the Contact Center. To keep up with increasing customer demands and new technology, businesses must continue to evolve. They need to mature their contact centers to help deliver the best customer service possible and ensure they’re not wasting time and resources.

Contact Center 59

Contact Center Omnichannel Customer Satisfaction Technology 59

ChurnZero

JUNE 6, 2024

As SaaS products become more powerful and sophisticated, customer education grows ever more essential to your company’s success. The more complex your product, the more skills your customers need, and they expect the tools to learn them. If you’re not already providing a customer education program, this is the time to start, says Darren O’Connor , director of client advocacy at Absorb Software.

Webinar 52

Webinar Customers Measurement Reference 52

SurveySensum

JUNE 6, 2024

For any big or small business, to improve customer satisfaction or earn loyalty, you need to listen to your customer’s feedback and their experiences. However, the process can be challenging for small businesses due to budget constraints and the need for a tool that offers robust features without breaking the bank. They often struggle to find a cost-effective solution that provides comprehensive survey creation, distribution, and analysis capabilities.

2024 52

2024 Demo Feedback Document 52

CSM Magazine

JUNE 4, 2024

Instagram is more than just a social media platform; it’s a powerful tool for brands to connect with their audience. Genuine engagement is crucial for building a loyal following and ensuring long-term success. This article explores five top services that can help you increase real interactions on Instagram by providing authentic followers, views, and likes.

Engagement 59

Engagement Loyalty Programs Social Media Loyalty 59

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

Contact Center

Comm100

JUNE 5, 2024

Shopping cart abandonment is a major headache for eCommerce businesses, leading to significant lost revenue—but there’s good news: proactive chat initiatives can make a big difference. In this article, we’ll take a closer look at how engaging customers at just the right moments with chatbots during their online shopping journey can help reduce cart abandonment rates.

E Commerce 52

E Commerce E-support Customer Satisfaction B2B 52

Optimove

JUNE 4, 2024

See the difference control groups make in this guide Download Now Why it Matters: With increasing data privacy concerns and regulations like the General Data Protection Regulation (GDPR), brands must offer clear value to users in exchange for their data. Users are more likely to share data if it enhances their digital experience through personalization, with 60% willing to share more for personalized benefits.

Download 52

Download Sports User Experience Consumers 52

Lithium

JUNE 4, 2024

Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

2024 52

2024 Webinar Roadmap Events 52

Braze

JUNE 10, 2024

Discover the top reasons why push notifications are important and how to effectively leverage mobile and web push as part of a cross-channel customer engagement strategy.

Customer Engagement 52

Customer Engagement Engagement Customers 52

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience