Uniphore

AUGUST 6, 2021

In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate. How Much Is Employee Disengagement Costing Your Contact Center? Complex processes.

Contact Center 98

Contact Center Call Center Social Media Multi-Channel 98

BirdEye

MAY 1, 2023

In this blog post, we’ll explore everything you need to know about pricing strategy and its best practices for your business model. Pricing too high could deter customers and drive them to your competitors. You may even end up losing money or undercutting your own industry. Top 11 pricing strategies to help you grow 1.

Telecommunications 98

Telecommunications Consumers Customer Retention Marketing 98

Beyond Philosophy

OCTOBER 5, 2015

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. It is especially true when you are talking about your senior team. Unless you know what to look for in their day-to-day actions. They don’t talk about Customers. It’s political.

Leadership 153

Leadership Net Promoter Score Consulting Customer Experience Professionals 153

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is. That’s what loyalty is.

Loyalty 172

Loyalty Airlines Banking 2007 172

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

BirdEye

AUGUST 24, 2022

With so many customers shopping online today, it’s no surprise that there are many methods of paying online to choose from. So, if your business isn’t providing popular payment methods online, you could be losing customers to the competitors that are integrating them into their websites. What are online payments?

Banking 98

Banking Information Reference Connections 98

Beyond Philosophy

APRIL 23, 2020

The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. It’s a nice mirror.”. It is a lovely mirror. Still, there it sits.

Consulting 179

Consulting Customers Measurement Reference 179

BirdEye

MARCH 24, 2023

Table of contents Business development defined Differences between business development and sales Business development versus sales development Differences between business development and marketing What does a business development manager do? To succeed, businesses must have a comprehensive and strategic approach to business development.

2023 98

2023 Return on Investment Social Media Sales 98

Team Support

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. This blog provides the highlights from their talk. What did they mean ? At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. It was a provocative statement to introduce the session.

2020 98

2020 B2B Customer Success Metrics 98

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Daniel Group

FEBRUARY 1, 2023

In this blog, I want to focus on two groups of readers. Second are those readers whose companies have a program but may be thinking about ways to bring new life to the effort. Providing customers with excellent customer experiences is increasingly becoming a “must-have.” ” Why? ” Why?

B2B 59

B2B White Paper Innovation Measurement 59

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. We discussed how people form these price impressions and what happens when they are wrong. Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint.

2011 120

2011 2019 2002 Consulting 120

NICE inContact

AUGUST 21, 2019

That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. But there are some things no company should skimp on, and digital customer service is one of them. Great digital customer service is cost effective, if you do your homework and know what you’re getting into.

Customer Service 54

Customer Service Call Center ROI Omnichannel 54

NICE inContact

AUGUST 21, 2019

That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. But there are some things no company should skimp on, and digital customer service is one of them. Great digital customer service is cost effective, if you do your homework and know what you’re getting into.

Customer Service 54

Customer Service Call Center ROI Omnichannel 54

Circular Edge

FEBRUARY 22, 2023

Blog Credit: Andy Chase “If everyone is moving forward together, then success takes care of itself.” ” Henry Ford Revised annually, this list started as a Top 10 and grew quickly once we collected inputs from our customers & practice leaders. Seriously!? The result?

Management 52

Management Document Innovation Demo 52

Totango

AUGUST 21, 2020

An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. Investing in, and effectively managing, customer success is vital to ensuring the long-term stability and growth of your enterprise.

Customer Success 78

Customer Success Customer Centricity Customers NPS 78

Zeisler Consulting

FEBRUARY 16, 2021

Some folks simply don’t see the forest for the trees and others overcomplicated the idea of Customer Experience so much so that they don’t know where to start. He and his leadership team talked a good game about Customer centricity, and the rest of the team seemed (at least from his perspective) to be on board with that.

Customer Centricity 72

Customer Centricity Culture Leadership Webinar 72

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Eptica

JANUARY 16, 2019

Whether this is failing to protect customer data from a cyberattack , product safety issues, poor management behaviour or legal challenges, all of these incidents impact how consumers view you. This was even higher in some sectors – a $30 billion retailer could lose $4 billion in future revenues due to trust issues.

2019 71

2019 Consumers Brands Social Media 71

Beyond Philosophy

JULY 26, 2017

For many of us, my guess is annoyed, which is the type of emotion that isn’t doing the Customer Experience any favors. That is what manufacturers are banking on with their strategy to reduce the amount included in your purchase price. Shrinkflation is when the price doesn’t go up, what you pay per ounce (or sheet) does.

2009 120

2009 Social Media Consulting Banking 120

Beyond Philosophy

MAY 10, 2017

I didn’t get any of these cards out of loyalty, I got them to get a discount at the cash register, or, in the case of the airline and yogurt shop programs, because I didn’t want to lose out on accumulating points that I might be able to use sometime in the future. What is Loyalty Anyway? Customer loyalty is a bit different.

Loyalty 137

Loyalty Loyalty Programs Airlines 2012 137

Optimove

MARCH 26, 2020

The cost of acquisition was always higher than that of retention. And while in this reality of a global pandemic, on the cusp of a worldwide recession, focusing investment on your existing customers is the “safer” bet – that doesn’t mean you should be doing CRM without the courage to measure the right things.

Measurement 59

Measurement Metrics Sales Marketing 59

NICE inContact

MARCH 21, 2018

In part one of this blog series, we looked at the basic differences between cloud native and cloud hosted models and in part two on some of the pros and cons of the two models as it relates to IT leaders. However, as transformation leaders, you are always looking at adding true business value, one that drives revenue.

Contact Center 57

Contact Center Customer Experience Blog Definition 57

Beyond Philosophy

JULY 29, 2019

When people asked what I did, I used to say, “I play chess.”. I like it because it’s funny and, in some cases, true. What everyone wants in business ultimately are good people supporting you on the team. First, you should not get involved unless you know what you’re doing and what you believe in.

Consulting 104

Consulting Management Presentation Call Center 104

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn.

Customer Retention 89

Customer Retention E-support Customers Customer Expectations 89

Education Services Group

MARCH 19, 2021

Digital Customer Success is for everyone! In an ideal world, every customer gets one-on-one time with their Customer Success Manager, and there are enough Customer Success Managers to fulfill every request without overwhelming your CS team. What a beautiful world that would be! I know, there are a lot !)

Customer Success 52

Customer Success Engagement Customer Engagement 2021 52

Bold360

MARCH 19, 2020

This is particularly true as companies everywhere are responding to how COVID-19 (coronavirus) has disrupted the way we live and work. One of the biggest challenges we face is now is engaging a remote workforce with a stay-at-home customer base. Learning to serve customers. Just look at Amazon.

Retail 52

Retail Customer Journey Touchpoint Consumers 52

Optimove

OCTOBER 24, 2019

What if I told you there’s one place with answers to questions such as how to engage customers in the era of marketing overload, or what is the real value of a lost customer? What are some gaming CRM strategies that work? How to structure marketing strategies in the age of the customer? Which is true.

Presentation 40

Presentation 2015 2017 2018 40

SaleMove

JANUARY 7, 2019

This is true for all sorts reasons, but especially so when it comes to delivering first-rate customer service. However, it’s difficult to dismiss the cost benefits of using this technology. Bots are ready and able to converse with customers any time of the day or night. Weekends and holidays, too.)

Customer Service 40

Customer Service Hotels Customer Service Representative 2022 40

SaleMove

JANUARY 7, 2019

This is true for all sorts reasons, but especially so when it comes to delivering first-rate customer service. However, it’s difficult to dismiss the cost benefits of using this technology. Bots are ready and able to converse with customers any time of the day or night. Weekends and holidays, too.)

Customer Service 40

Customer Service Hotels Customer Service Representative 2022 40

CX Journey

APRIL 24, 2019

It appeared on their blog on April 13, 2018. You've listened to customers. And you've identified a lot of improvement areas that would make the experience light years better for your customers. Customers told you so, right?! what matters most to the customer? You've mapped their journeys.

Government 57

Government Loyalty 2018 Metrics 57

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? True Omnichannel Skills-based Routing. No news here: customers have grown to expect support for a multitude of channels. Consolidated, best of breed interfaces.

Contact Center 74

Contact Center Omnichannel 2018 Social Media 74

ViiBE Blog

DECEMBER 14, 2020

Customer service, field service, and human resource organisations have begun introducing augmented reality (AR) technology with remarkable results. Customer satisfaction First contact resolution rates Service efficiency . What is Remote Assistance Augmented Reality? billion in 2019 and is projected to reach USD 72.7

Insurance 52

Insurance 2024 ROI Omnichannel 52

Beyond Philosophy

JUNE 26, 2017

In case you missed it, here’s what happened: Amazon Makes Whole Foods Whole Again. Amazon is Thinking Out of the Box for Fashion Forward Customers. Customers have a week to decide if they want to keep them (and pay for them) or ship them back. Clothing Retailers Continue to Lose Their Shirts. First the Women….

Retail 122

Retail Fashion E Commerce 2008 122

SurveySparrow

JANUARY 18, 2023

David vs. Goliath. The Ottomans vs. The Persians. Ali vs. Frazier, and Messi vs. Ronaldo. For eternity, rivalries have played a massive role in shaping our world and interests. Business rivalries are also pretty common. Remember the good ol’ Apple vs. Microsoft ads? Typeform vs Google Forms is straight up one of the biggest. Fantastico!

2023 52

2023 Feedback Events 2016 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ProProfs Chat

JUNE 5, 2020

That said, we all know that customers love asking questions, especially when they are about to make a purchase. But can a business owner ask questions to clients and customers? You certainly can, but not as directly as the customers do. You certainly can, but not as directly as the customers do. What Are Questionnaires?

Social Media 64

Social Media Feedback Information Measurement 64