BirdEye

MAY 3, 2023

The choice of the right marketing channel can make or break a campaign. Choosing the most effective marketing channel can make sure that your efforts bring results. This blog post deals with everything you need to know to leverage the right channels and boost your business revenue.

Marketing 98

Marketing Social Media B2C Multi-Channel 98

Experience Investigators by 360Connext

MARCH 24, 2015

Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. Other topics that dominated included the challenges around multi-channel, “nomadic” customers and how difficult it is to understand them.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

CSM Magazine

JUNE 8, 2023

TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment. About Calabrio Calabrio is a trusted ally to leading brands.

Multi-Channel 52

Multi-Channel Contact Center Customer Centricity Leadership 52

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. We want to ensure Atlas offers our members comprehensive thought leadership and unique content with your future strategy in mind. Additional channels in Raw Author export - Including. Khoros Care Feature Updates. Communities.

Multi-Channel 52

Multi-Channel Leadership Roadmap 2022 52

Lithium

MAY 3, 2022

Is your brand using Khoros technology to deliver world-class digital customer experiences with strategies and results that others can learn from? Hear from our Strategic Services team about what the app is offering its users, why Gen Z is drawn to it, and what brands can learn from its popularity. You heard right!

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

C Space

APRIL 6, 2020

The Brand Move Roundup – April 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. AWMH has pledged $100,000 to this fund,” stated the group.

2020 52

2020 Brands Hospitality Healthcare 52

C Space

APRIL 21, 2020

The Brand Move Roundup – April 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus.

2020 52

2020 Brands Hospitality Entertainment 52

Currency Alliance

JANUARY 22, 2020

And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint. A 2019 survey published on Business Insider found that the online marketplace was America’s favourite brand.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

ReviewTrackers

MARCH 26, 2020

This information can convey these customers’ thoughts, feelings, satisfaction levels, or opinions about your product, service, or brand. Now, customers can share their feedback using various platforms and channels, such as: Online reviews and ratings. Multi-platform feedback system. Social media comments.

Feedback 81

Feedback Social Media Net Promoter Score Multi-Channel 81

CSM Magazine

FEBRUARY 28, 2020

These multi-lingual solutions empower organisations to improve their customer experience, increase revenue and deliver better support with seamless, omnichannel self-service. “We

Virtual Agent 59

Virtual Agent Multi-Channel Banking 2019 59

Playvox

FEBRUARY 13, 2023

With sky-high customer expectations and the increasing use of digital channels, keeping service quality high is no easy task. It requires a multi-level approach to ensure success today and in the years ahead. This will help you gauge whether your team is delivering seamless experiences that turn customers into your brand champions.

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

CSM Magazine

NOVEMBER 9, 2022

Over 50 percent of consumers are willing to switch brands if companies do not align with their values, according to a survey of more than 25,000 consumers across 22 countries. Loyalty & Advocacy – Will this customer recommend your brand? Change management improves communication, persuasion, leadership, and structure.

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52

Beyond Philosophy

JULY 6, 2016

China sees us as the thought leadership of Customer Experience. Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. According to APAC Insider , Forrester concluded that no brand was doing an excellent job there yet. Billions of them.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

ShepHyken

MAY 6, 2022

As a result, legacy offerings are increasingly making way for 24/7 channels alongside accessibility across social media and other platforms. . Clear multi-channel guidance and service policies . Channel alignments . Simplified sharing of cross-channel data . #6: Tailored solutions across channels . #9:

Customer Service 71

Customer Service Multi-Channel Omnichannel Exceptional Customer Service 71

NetBase

MARCH 2, 2020

Nicki Zink discussed how taking an integrated approach to research methodology empowers brands to smarter strategic decision making, instead of merely informing tactical digital decisions. Industry thought leadership. Corporate thought leadership. And it was pretty incredible. chicken wings on SuperBowl Sunday.

Social Media 60

Social Media Seminar Multi-Channel Leadership 60

CSM Magazine

FEBRUARY 28, 2020

These multi-lingual solutions empower organisations to improve their customer experience, increase revenue and deliver better support with seamless, omnichannel self-service. “We

Virtual Agent 52

Virtual Agent Multi-Channel Banking 2019 52

Martin Hill-Wilson

JUNE 12, 2015

This is the second in a series of three posts exploring the issues around becoming a multi-channel service organisation. Of course you might prefer the language of ‘omni-channel’ if you are keen to make the point that it must all fuse together into a seamless capability. It’s a fundamentally different leadership challenge.

Multi-Channel 53

Multi-Channel Leadership Average Handle Time Customer Journey 53

Experience Matters

JANUARY 20, 2015

We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Oracle

MAY 31, 2021

Email marketing is a complicated channel that’s commonly underappreciated by outsiders—and particularly by executives. As the official equality partner of CES, The Female Quotient hosted a multi-day digital event, with sessions from this year’s agenda ranging from “Women, Want to Advance in the Workplace?

2021 49

2021 Article Multi-Channel B2B 49

Natalie Petouhof

JUNE 15, 2015

Tweet Is your brand following any of these best practices for customer experience management? As brands realize customer experience management is key to their overall strategy and long-term growth, Constellation Research recommends considering the following to deliver an integrated web, mobile, social, email and commerce experience: 1.

Customer Experience Management 61

Customer Experience Management Webinar Technology Management 61

BirdEye

MAY 8, 2023

Today, businesses use all kinds of channels and sales prospecting tools to generate leads and convert them into customers. Prospects enter the sales cycle at the top of the funnel when they first become aware of your brand and express interest. Use multi-channel outreach Don’t restrict yourself to just one prospecting channel.

Sales 52

Sales Social Media Multi-Channel Events 52

Education Services Group

MAY 16, 2022

But maybe not by much if I can speak for those who have been working for many years in the complicated environments of multi-modal, multi-channel, and multi-layered customer engagements in the enterprise world. What is their perception then of the provider’s brand when they see the name?

Customer Engagement 52

Customer Engagement Engagement Multi-Channel Customer Success 52

Natalie Petouhof

JUNE 9, 2015

Clients can use document as a source for planning and work closely with both the business and technical teams to ensure success to deliver on the brand’s promise. Most brands, when they began CRM or their experience management strategy, did not anticipate the need to integrate the website with mobile and commerce.

Management 68

Management Multi-Channel Competitive Advantage Customer Relationship Management 68

ChurnZero

AUGUST 25, 2021

Promoters are going to stick with your brand or company, and they’re going to want to bring their friends or colleagues on board, too. Like mentioned above, passives are not only open to alternatives but often likely to switch brands. All of that means that your detractors may have more of an effect on your brand than your promoters.

NPS 98

NPS Net Promoter Score Customer Journey Mapping Customer Satisfaction 98

Thematic

APRIL 12, 2023

It’s around 45 years old now, and a multi-global success. Another example is getting your executive leadership team to call detractors. We had our NPS scores feeding into a Slack channel, and when the CEO saw a zero, he’d follow up directly with the customer. Think wider than Net Promoter Score surveys!

Customer Centricity 62

Customer Centricity Culture Voice of Customer Multi-Channel 62

Avaya

JUNE 3, 2016

The buzzword in Customer Service and Contact Centers over the past few years has been omni-channel. Omni-channel supposedly stands for a singular, high-quality personalized experience that a customer has with a brand that occurs regardless of where or what device the customer is using to get service. It started with phone calls.

Multi-Channel 40

Multi-Channel Reference Social Media Contact Center 40

Eptica

NOVEMBER 16, 2017

It remains popular and challenging to attendees because as an industry we have spend very little strategic time figuring out what happens when we move past the default voice channel. Instead, as is our tactical, ‘to do’ list nature, we incrementally add on a new channel and hope for the best.

Omnichannel 55

Omnichannel Engagement 2017 Multi-Channel 55

West Monroe

JULY 30, 2023

The future of banking—this year and beyond—hinges on understanding customers, building seamless experiences both digital and interpersonal, and evolving multi-channel strategies to meet needs and navigate a turbulent economy; this only matters more at the mid-year point of the year. It’s no small feat.

Banking 52

Banking 2023 Multi-Channel Financial 52

ProProfs Chat

JUNE 26, 2020

A Brand is something that consumers can identify with when seeking services from an organization. When you say an organization has built a brand, it means they have more visibility, a special catch, and more to it. 50 EXAMPLES OF CANNED RESPONSES > Channels. Canned Response. Chat Button. Customer Experience. Hold Ticket.

Customer Service 119

Customer Service E-support Net Promoter Score Multi-Channel 119

ReviewTrackers

JULY 9, 2018

This information can convey these customers’ thoughts, feelings, satisfaction levels, or opinions about your product, service, or brand. Now, customers can share their feedback using various platforms and channels, such as: Online reviews and ratings. Multi-platform feedback system. Social media comments.

Feedback 50

Feedback Social Media Net Promoter Score Multi-Channel 50

Beyond Philosophy

FEBRUARY 28, 2016

CMC, is Thought Leadership Principal for Beyond Philosophy. In a recent article, Robert Passikoff, CEO of Brand Keys, presented statistics which demonstrate the extent to which consumer response to experiences, and the resultant impact on decision processes, has become emotion-dominant. Michael Lowenstein, Ph.D.,

Multi-Channel 60

Multi-Channel Customer Centricity Consulting Banking 60

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. 4 Recommendations for Improving EX and CX (and CEM).

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Beyond Philosophy

JUNE 1, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. This is good for Amazon (estimates are that members spend more than four times more with Amazon than non-members), its customers, and its suppliers, who also get access to Prime customers and the positive rub-off of affiliating with a trusted brand. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

SurveySensum

NOVEMBER 11, 2021

It is a great Qualtrics competitor and a cloud-based solution that offers leadership board, employee communication, and employee loyalty modeling capabilities. Anonymous Feedback, Mobile Survey, Multi-Channel Distribution, Negative Feedback Management, Pulse Surveys, Third-Party Integrations. Multi-language Feedback.

2021 52

2021 Multi-Channel Touchpoint NPS 52

Smith+co CX

MARCH 10, 2014

The danger is that we can all too easily focus on the widgets and whistles and forget how humans actually make decisions – through their emotional connection with a brand. Here are a few things to think about: Be clear about your brand purpose. And that requires aligned leadership. But should it? Be Holistic.

Multi-Channel 59

Multi-Channel Customer Experience 2014 Social Media 59

ClientSuccess

JULY 23, 2019

The following lists the top five innovations in customer service those winning brands are adopting. Multi-Faceted Customer Agents. It used to be that agents were hired based on their expertise in one particular customer service channel. More Attention to Automation. Amplified Chat Support. This preference is easy to understand.

2019 40

2019 Customer Service Social Media Multi-Channel 40

ChurnZero

AUGUST 25, 2021

Promoters are going to stick with your brand or company, and they’re going to want to bring their friends or colleagues on board, too. Like mentioned above, passives are not only open to alternatives but often likely to switch brands. All of that means that your detractors may have more of an effect on your brand than your promoters.

NPS 52

NPS Net Promoter Score Customer Journey Mapping Customer Satisfaction 52