ShepHyken

APRIL 5, 2019

Through natural language processing and sentiment analysis, chatbots can personalize the customer journey based on browsing habits, conversation and more, to deliver proactive and engaging customer interactions. The post Guest Blog: The Rise of Chatbots in Customer Experience appeared first on Shep Hyken.

Blog 117

Blog Customer Experience Contact Center Customer Journey 117

ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Brands in any industry can benefit from a competitive benchmarking program because the information collected can have a direct impact on the Customer Experience platform you produce.

Blog 86

Blog Measurement Customer Centricity Article 86

BirdEye

MAY 30, 2023

In this article, we’ll tell you how to use competitive benchmarking to improve nearly every aspect of your business. Table of contents What is competitive benchmarking? Competitive benchmarking compares your performance — you’ve guessed it — against your competitors. Competitive benchmarking is an ongoing process.

Social Media 98

Social Media Metrics Advertising Measurement 98

ShepHyken

NOVEMBER 29, 2019

A better understanding of the customer with predictive analysis using AI and BigData. Predictive analysis with AI involves predicting a user’s behavior and their needs based on the patterns mined from their past behavior and order history. In fact, customer experience is now becoming a competitive factor among businesses.

Technology 133

Technology Blog Customer Experience Social Media 133

BirdEye

NOVEMBER 28, 2023

In the highly competitive food industry, you can’t afford to stick your head in the sand and hope everything will work out. In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. Conducting a competitive analysis will help you stay ahead of the curve.

Management 107

Management Social Media 2007 Reference 107

Win the Customer

SEPTEMBER 7, 2023

The McKinsey Matrix, a tool initially designed for portfolio analysis, proves to be surprisingly versatile when applied to customer experience strategies. In today’s competitive business landscape, delivering exceptional customer experiences has become a cornerstone of success.

Customer Experience 59

Customer Experience Return on Investment Competitive Advantage Innovation 59

BirdEye

JULY 10, 2023

Competitive intelligence is a game-changer for local businesses trying to attract new customers. In this blog, you’ll learn how to leverage competitive intelligence effectively keeping you one step ahead in your market. Table of contents Defining competitive intelligence Why is competitive intelligence important?

Social Media 94

Social Media Competitive Advantage Financial Multi-Channel 94

BirdEye

SEPTEMBER 11, 2023

This is the only blog you need to read to know how AI-driven customer feedback insights can increase the reputation of your business. Table of contents How is AI used in customer feedback analysis? FAQs on AI-driven customer feedback insights Act efficiently on customer feedback with BirdAI How is AI used in customer feedback analysis?

Feedback 106

Feedback Insights Social Media E-support 106

Calabrio

NOVEMBER 25, 2020

The next blog in this series will go into more detail on how to develop key roles within your contact center to stay ahead of constant change. Contact centers are shifting from cost centers to valuable assets that can help create competitive advantage. In the next blog, we’ll discuss how to make those roles more strategic.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. However, this manual sentiment analysis has its limitations and challenges.

Social Media 83

Social Media Feedback Banking Automotive 83

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights. Qualtrics has been praised for its strong data integration and analysis capabilities.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Magellan Solutions

AUGUST 23, 2023

AI gives marketers the ability to: Process vast amounts of data quickly Extract valuable insights Uncover hidden patterns Businesses can understand their target market using AI-driven customer profiles and sentiment analysis. This article is for marketers using AI marketing tools to gain a competitive advantage.

Marketing 98

Marketing Social Media Advertising ROI 98

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Culture Describe your corporate culture including how it is differentiated from your competition.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. This article explores how to augment the customer experience through feedback sentiment analysis, demonstrating the variety of actionable solutions it offers businesses.

Feedback 83

Feedback Customer Experience Customers Retail 83

BirdEye

MARCH 5, 2024

To help you maximize the full potential of social media, this blog explores how to make social media monitor your digital eyes and ears and impress your audience. Competitive insight With locations in various markets, understanding the competitive landscape becomes more complex. Table of contents What is social media monitoring?

Social Media 57

Social Media Multi-Channel Insights Brands 57

SmartKarrot

FEBRUARY 26, 2021

In this guide, you will learn all about competitive analysis, market trends, how to conduct a competitive analysis, threats to your SaaS company, evaluate opportunities and position accordingly as per SWOT analysis. What is Competitive Analysis? Benefits of conducting a competitive analysis.

2021 10

2021 Competitive Advantage Social Media Marketing 10

Lumoa

JANUARY 24, 2024

Example of sentiment analysis If there’s a lot of data, the categorization can be a very detailed one: instead of personnel, the categories can separate customer support personnel from sales personnel or divide the feedback about personnel into comments about their behavior, knowledgeability, responsiveness, etc.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

BirdEye

JULY 24, 2023

All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities. In this guide, you’ll learn everything you need to know about customer feedback analysis to grow your business. Table of contents What is customer feedback analysis? How to conduct customer feedback analysis?

2023 98

2023 Feedback Social Media Net Promoter Score 98

BlueOcean

OCTOBER 4, 2023

Likewise, we know that offering live agent support for Spanish consumers is a competitive advantage in many markets in the U.S. Other Approaches to Bilingual Customer Care Support But, as the title of this blog implies, a live agent model might not be the best option for all of your language requirements.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

SurveySparrow

JULY 26, 2023

In this blog, we will delve into VOC solutions, exploring their importance, top features, benefits, and real-life applications. A VOC solution typically involves various components, such as: Survey platforms Data analytics tools Sentiment analysis algorithms Customer feedback management systems , and more. We’ve got you covered.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52

SurveySparrow

MARCH 7, 2023

If you’re a marketer looking to understand how your customers interact and experience your product or service, conducting a customer experience analysis is the key. When performed with great care and attention to detail, this type of analysis can help provide vital insights into what works for customers, and which areas need improvement.

Customer Experience 52

Customer Experience Touchpoint Customer Satisfaction Social Media 52

BirdEye

MAY 15, 2023

A well-crafted brand strategy can help your business stand out from the competition, allowing it to reach its full potential. In this blog post, we’ll explore the secrets behind successful branding strategies, discuss why it’s important for businesses to have one, and look at real-life examples. What are 4 branding strategies?

Brands 98

Brands Social Media Communication Consumers 98

Lumoa

FEBRUARY 7, 2023

With a well-designed VoC program in place, businesses can gain a competitive edge by focusing their efforts on the areas that matter most to their customers, ultimately driving customer satisfaction, loyalty, and growth. With the help of voice and text analytics, the data analysis process is made even easier.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

Lumoa

FEBRUARY 14, 2024

Adapting your CX to meet these higher expectations can differentiate your brand and the competition. Benchmark Against Competitors Competitive analysis is also highly insightful during a CX audit. This CRM software will need AI and machine learning (ML) features to present a meaningful analysis of all that data.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

SurveySparrow

FEBRUARY 24, 2024

Customer sentiment analysis lets you hear what’s really being said between the lines. By the end of this blog, you will be clear about the definition, importance, benefits, and use cases. I have mentioned some of the best practices you must follow while conducting sentiment analysis. (Oh, How Does Sentiment Analysis Work?

Definition 52

Definition Social Media Feedback Customers 52

BirdEye

NOVEMBER 21, 2022

In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts. There are three main types of social media analytics: social listening analytics, sentiment analysis, and influencer analysis.

Social Media 98

Social Media Definition Multi-Channel Metrics 98

ClearAction

NOVEMBER 11, 2022

Motivate prevention of issue recurrence and occurrence : Start out by conducting key driver analysis (correlation), followed by Pareto analysis, and then 5-why’s analysis. Watch this blog for the follow-on article that explains gains from employee experience strategy next week.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

Beyond Philosophy

JUNE 6, 2019

Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Facial Expression Analysis: This technology records your facial features and determines how you are feeling based on the spatial relationships it records and compares to a database.

Banking 141

Banking Airlines Technology Competitive Advantage 141

SurveySparrow

JULY 13, 2023

At the heart of this understanding lies a solid voice of the customer strategy—a proven method that helps businesses thrive in the competitive landscape by turning insights into actionable steps. Its user-friendly interface and powerful analysis features enable businesses to effortlessly capture and analyze feedback.

Competitive Advantage 52

Competitive Advantage Social Media Feedback Customer Satisfaction 52

BirdEye

NOVEMBER 30, 2023

This blog post is the complete guide for travel agencies to unlock opportunities, grow their business, and use the best marketing strategies to reach their clients. Define your USP The travel agency business is highly competitive, making it difficult for smaller businesses to survive without a niche or differentiating characteristics.

Travel 108

Travel Marketing Social Media Hotels 108

Win the Customer

JULY 6, 2023

In today’s competitive business landscape, providing exceptional customer service is no longer just an option; it’s a necessity. In this blog post, we will explore how to apply Six Sigma principles to elevate your customer service to new heights.

Customer Service 52

Customer Service Net Promoter Score Average Handle Time Exceptional Customer Service 52

Lumoa

AUGUST 8, 2023

By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition. Additionally, the effectiveness of your survey analysis largely depends on the relevance and quality of the questions you ask.

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

ChurnZero

MARCH 10, 2023

After playing around with our new CS AI tool and gathering product tips and tricks from the industry at large, the above is what we produced as an introduction for this blog. Prompts make perfect The day-to-day of a CS professional is more dynamic and varied than one blog post prompt, but the basic tenets of AI writing are the same.

Customer Success 98

Customer Success Blog Customers Feedback 98

Totango

OCTOBER 18, 2023

we discussed how—in today’s competitive and volatile environment—driving consistent growth is hard, acquiring new customers is expensive—as much as 5X more expensive to win a new customer —and securing retention is key. “Our Totango accelerates revenue retention and customer growth Last month at Totango Live! , customer health).

2023 103

2023 Customer Journey Mapping Customer Journey Customer Success 103

Optimove

DECEMBER 14, 2023

What it means for marketers: Aligning with these values isn’t just a choice; it’s a strategic imperative, offering brands a competitive edge.  What it means for marketers: The emergence of Generative AI will also facilitate chat-based insight discovery, reducing the complexity of data analysis. 

2024 119

2024 Marketing Consumers Download 119

SurveySparrow

JULY 31, 2023

In this blog, we’ll delve into the world of VOC methodology, exploring its process, methods, sentiment analysis, and real-life examples. By truly understanding the voice of the customer, businesses gain a competitive edge and build long-lasting relationships. So, what exactly is the voice of customer sentiment analysis?

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Social Media 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. In this blog, we’ll take a look at why brands need to elevate the customer experience in the wake of the pandemic and what you need to do to deliver results that will satisfy today’s customers.

Brands 105

Brands Customer Experience E Commerce E-support 105