Customer Bliss

AUGUST 29, 2017

Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. A YouTube on Hallmark Business Connections.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

InMoment XI

MARCH 6, 2024

This involves continuously striving to improve all elements of the customer experience, whether it’s the quality of products or services, the level of customer service provided, the ease of doing business with the company, or any other aspect that impacts the customer’s interaction with the brand.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

FEBRUARY 13, 2017

Today’s connected world and ever-present technology have changed the way we think about engaging with companies. Whether you’re a major corporation, or a bustling startup, people expect their interactions to be something that wows them. Simple ads are important, but they are just a piece of the puzzle. View Article

Loyalty 478

Loyalty Brands Marketing Presentation 478

TechSee

APRIL 1, 2024

From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows. By implementing interactive flows that accelerate information gathering and allow image uploads, you can even offer computer vision AI guidance while customers wait.

2024 124

2024 Customer Service Representative Contact Center Customer Satisfaction 124

InMoment XI

FEBRUARY 24, 2022

The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points? So how do you get executives to see and empathize with the customers they don’t interact with on a daily basis? When you’re presenting a business case, the goal shouldn’t be complexity. Tip #1: Break Down Metrics.

Metrics 493

Metrics ROI Presentation Webinar 493

Education Services Group

OCTOBER 27, 2020

This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum. The TSIA Interact sessions I attended were all fantastic.

Interaction 52

Interaction Customer Success Events 2025 52

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. Calabrio’s new blog series explores the rise of the Connected Enterprise.

Connections 64

Connections E-support Social Media Roadmap 64

InMoment XI

NOVEMBER 20, 2023

It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. This efficiency reduces the manual effort required for data analysis, freeing up resources and enabling teams to focus on strategic decision-making and customer interactions.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected. Consistency builds trust and recognition.

Brands 378

Brands Management Multi-Channel Social Media 378

Kustomer

JULY 18, 2022

By intentionally connecting your CRM and chatbots — two crucial elements of your CX strategy — you’ll allow your support to team to increase productivity and bolster customer relationships. The steps to setting up your triggered action are as simple as creating a draft, adding a dialog and adding interactions. Proactive Messaging.

Connections 98

Connections Multi-Channel Social Media Measurement 98

Customer Bliss

JANUARY 17, 2019

Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? And how do you connect employees to your mission? The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. #CX #CustomerExperience Click To Tweet.

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Top 10 Takeaways from the Calabrio Customer Connect. Choosing only ten takeaways from this year’s Calabrio Customer Connect was challenging, but we have narrowed it down to these key moments: 1.

Connections 59

Connections Contact Center 2030 Events 59

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections 2008 Loyalty Events 80

Experience Investigators by 360Connext

MARCH 19, 2024

In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook. As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot.

Roadmap 200

Roadmap Culture Leadership Books 200

Oracle

SEPTEMBER 4, 2019

Omnichannel strategies are key to a connected customer experience. Companies are always looking for different ways to connect with consumers, and one way to do that is to be present in all the ways that customers are begging for them to show up. Connected data helps companies improve CX.

Connections 71

Connections Customer Experience B2C 2018 71

InMoment XI

OCTOBER 27, 2022

If research is both art and science, we need to blow the dust off the art elements including writing, presenting, persuading, visual arts, theatrical arts, and the art of storytelling. Another way to increase data density is through interactivity. Storytelling is rarely given the attention it deserves.

Marketing 260

Marketing Magazine Presentation Reference 260

Michelli Experience

NOVEMBER 1, 2016

When the meal is presented it is beautiful so you snap a picture to send it to friends. According to Ad Age , “ Twitch Interactive, the video-game streaming service Amazon acquired for almost $1 billion two years ago, hinted at what could be the next sensation in internet broadcasting: watching people eat.”

Connections 85

Connections Social Media Customer Experience Design Reference 85

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Engagement 136

Engagement Employee Experience 2009 Loyalty 136

Lithium

JUNE 17, 2021

As community managers (CMs) on the Khoros Strategic Services team, our job is to help brands create meaningful connections and trusted communities for their customers. Suffice to say, when we invest so much in creating connections for others, it can be difficult to invest in our own relationships with our personal communities.

Connections 52

Connections Management Brands Events 52

Magellan Solutions

OCTOBER 15, 2017

A huge part of its effectiveness can be attributed to the personal, one-on-one and human interaction aspect of telesales. Creating this humane connection is also a sign of good customer service, which can influence the success rate of your telesales campaign. Contact us now!

Presentation 65

Presentation Information Consumers Sales 65

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. So, if other businesses have delivered Magnificently Boring products or services, technological advances, and AI interactions to their customers, you have to do better. COMMUNICATE with every customer with a smile, eye contact, and polite interaction.

Loyalty 134

Loyalty B2C Hotels B2B 134

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM?

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

ENGAGE.cx

AUGUST 11, 2015

Consumer’s needs for convenience and personalized connection have become top priorities in an increasingly digital, mobile and social purchasing world. Brands work in relationships with their customers — the highs and lows of their interactions. In Short, great customer experiences- i n the present. How can they do that?

Presentation 70

Presentation Customer Experience Social Media Events 70

Retently

MARCH 11, 2024

They present participants with a predefined selection of answers, making it easier to categorize and analyze feedback on a broad scale. Gathering feedback on these initial interactions can help streamline your processes, making a positive first impression on future attendees. Was the registration process smooth and user-friendly?

Events 119

Events Feedback Insights Presentation 119

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. Companies Face a New Connected Mandate. Customers judge companies based on their experience as a whole — not just interactions with individual departments — and they expect consistency in that experience.

Connections 67

Connections Insights Culture B2C 67

BlueOcean

OCTOBER 4, 2023

We believe that everything from the quality of the interaction to factors like handle time and first resolution are positively impacted by an onshore Canadian solution. The quality of non-English interactions with virtual agents in a conversational manner in their primary language improves with machine learning.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Solvvy

DECEMBER 16, 2019

One of the earliest forms of AI customer service to come mainstream is interactive voice response (IVR) technology, in which a computer recognizes the customer’s natural speech or touch tone and uses it as a prompt for their next action. Replacing human customer service agents with IVR technology: Bad idea. The death of email support.

Presentation 48

Presentation Customer Service Brands Technology 48

Bill Quiseng

DECEMBER 6, 2023

EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the employees are. Your people have an emotional connection. Don’t just be good. Be GREAT out there!

Leadership 158

Leadership Engagement Financial Loyalty 158

Russel Lolacher

DECEMBER 30, 2019

Below I’ve included 20 suggestions in those three areas to help you build stronger connections for you, your organization and those you serve. Learn to be a better presenter. Connect the work you do to its beneficial impact on others. Make your interactions personal. So what will you do to be that organization?

2020 58

2020 Connections Leadership Customer Relationship Management 58

Hero Digital

MARCH 9, 2020

And over the years, as marketers delivered these personalized experiences, naturally, consumer expectations rose—leading to 63% of consumers now expecting a personalized interaction with a brand or service (Source: The Harris Poll ). So how can you scale 1:1 human interactions with tech? Bottom Line. And that’s where the magic happens.

Interaction 52

Interaction Technology B2C B2B 52

BirdEye

MARCH 5, 2024

The way we search for information is undergoing a monumental shift, and for multi-location businesses, this shift presents both challenges and exciting opportunities. User interaction User interaction involves clicking, reading, and navigating to external websites. What is SGE? Still evolving, and its impact remains uncertain.

Presentation 58

Presentation Demo Events Social Media 58

Hallmark Business Connections

OCTOBER 27, 2020

* This article was originally published on AdAge March 3, 2020, prior to the widespread recommendation of social distancing and limited in-person interactions. Facebook’s dating app, co-working spaces, adult dormitories and friendship apps are all positioned as ways for people to create meaningful offline connections.

Airlines 98

Airlines Telecommunications Social Media Connections 98

Retently

MARCH 5, 2024

Personalizing responses to customer feedback by using the customer’s name, addressing specific details, and maintaining a professional and approachable tone improves the authenticity of the interaction and makes customers feel valued and heard. This feeling fosters a deeper emotional connection between the customer and the brand.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Totango

APRIL 25, 2019

the event impressively delivered on the high bar of excellence with a world-class venue, high quality presentations, meaningful conversations and fun, social interactions. The summit was well designed with high quality presentations. With an amazing NPS score of 87.5, The opportunities to network were extremely valuable.

NPS 54

NPS Connections Events Customer Centricity 54

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. At Enterprise Connect, Genesys will show why omnichannel will be the standard in customer experience excellence and how companies can move toward an Omnichannel Engagement Center solution.”.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Cyara

FEBRUARY 14, 2024

You roll your eyes, here we go… let’s see if this bot understands my request… lets see if this bot can even connect me with an agent. Wonderfully Natural Interactions The hope: We all prefer engaging in a proper conversation over the monotony of ‘Press 1 for sales’.

Poor Customer Service 76

Poor Customer Service Interaction Customer Satisfaction Presentation 76

Beyond Philosophy

FEBRUARY 8, 2024

Smith refers to phrases that seem harmless in interactions, like “No problem” or “I don’t disagree.” The need to defend oneself is not a positive interaction with a brand, even if it is subconscious. How you present information changes how people perceive it. It’s a bit like framing.

Presentation 78

Presentation Consulting Interaction Reference 78