Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Here’s how to engage and motivate a gigCX workforce that delivers exceptional results.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

CSM Magazine

MARCH 5, 2024

Remote patient monitoring through mobile apps is becoming increasingly popular, allowing for improved care outside hospital settings. These apps can empower patients to be more active in their health and well-being, leading to improved health outcomes and reduced costs.

Engagement 52

Engagement Healthcare Hospitality 2030 52

SurveySparrow

NOVEMBER 29, 2023

Studies even show that businesses with a clear product concept make customers happier! Elevate your understanding, enhance customer satisfaction, and unlock the true potential of your product concept! This component answers the crucial question: Why should customers choose this product over alternatives? These are the features).

Consumers 52

Consumers Innovation Loyalty User Experience 52

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. Focus on Security and Privacy Security is naturally a top concern for customers using flexible workspaces, and so should it be yours.

Customer Experience 57

Customer Experience Workshop Sports Innovation 57

Optimove

DECEMBER 19, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Having a good email segmentation strategy is instrumental in increasing consumer engagement, ultimately leading to higher conversion rates.

E Commerce 59

E Commerce E-support Download Lifetime Customer 59

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

BlueOcean

DECEMBER 13, 2022

If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

BirdEye

JULY 10, 2023

Competitive intelligence is a game-changer for local businesses trying to attract new customers. It can help you discover what rivals are saying and offering customers, along with gaining insights into their operations. It’s about discovering what your business is doing right and where it can improve.

Social Media 94

Social Media Competitive Advantage Financial Multi-Channel 94

Alida

DECEMBER 4, 2017

At the core of our strategy is a commitment to put our customers in the driver’s seat. We recognize that the best way forward is to be truly customer centric. This focus on putting customers at the center of our business benefits us in several important, strategic ways: 1. Focusing on customer experience.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

ReviewTrackers

MARCH 31, 2021

Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.

Insurance 123

Insurance Customer Retention 2017 Transportation 123

Beyond Philosophy

JULY 3, 2017

For many organizations, the initial improvements in Customer Experience have long since passed. How Customer Experience Improvement Is Like Getting Fit. Like many people, I have decided in the past that I needed to improve my health and get more fit than I am.

NPS 117

NPS Net Promoter Score Books 2016 117

CloudCherry

DECEMBER 1, 2018

In this post, we look at how these three credit unions – Nymeo, Teachers Credit Union and Clearview Federal Union – have built an exceptional member experience , how they continue to drive member loyalty and three takeaways your credit union can put into place right now. Current NPS: 75.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Ecrion

JANUARY 20, 2021

Customer Loyalty Gaining Ground | 3. Revamped Customer Engagement | 5. Let’s take a look at noteworthy customer experience trends in utilities. As time goes on, we can expect to see major changes in the way utility companies collect a debt from their customers. Customer Loyalty Is Gaining Ground in Utilities.

Customer Experience 98

Customer Experience 2021 Loyalty Communication 98

Second to None

JULY 25, 2019

With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they? So what exactly is customer effort and why is it important? Measuring Customer Effort.

Innovation 80

Innovation Effort Score Travel Transportation 80

CSM Magazine

SEPTEMBER 16, 2022

Given South Africa’s experience and success with UK clients and customers due to factors like cultural affinity, accent, similar time zones and wage arbitrage, the location is an obvious choice.”. Williams says BPO organisations were able to continue to operate as essential service providers under lockdown regulations.

E Commerce 52

E Commerce E-support 2022 Telecommunications 52

Alida

JULY 14, 2017

The PC giant long ago decided to sell through partners and retail channels too, but today some established brands are opting to experiment with their own direct-to-consumer (DTC) models. It allows brands to gain data and deeper insight into the behaviour of customers, greater control over marketing and ultimately, greater profit margin.

E Commerce 147

E Commerce Consumers Apparel Retail 147

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

2024 52

2024 Customer Service E Commerce E-support 52

SaleMove

JUNE 18, 2021

How are you connecting with customers in an OnScreen World? Every company talks about the customer experience. Resources and people are dedicated to improving it. Every company knows that positive interactions with customers are critical to long-term loyalty. They study it, measure it, and analyze it.

Loyalty 52

Loyalty Interaction Customer Service Measurement 52

Gravy Analytics

JULY 8, 2019

When you know where people go in the world, and what they do there, you can learn a lot about their interests, lifestyles, and habits. This data can be used to boost the performance of your ad campaigns, for competitive intelligence, and to improve your customer experience. Why is this important? Did you know?

Fashion 82

Fashion Travel Consulting Events 82

Upstream Works

JUNE 25, 2020

In the first part of our three-part series, we addressed the important role the contact center plays in business continuity during this global pandemic. Agents working from home may have a quieter environment with no colleagues working in nearby cubicles, making it easier to focus on customers. Planning Ahead.

Contact Center 78

Contact Center Management Omnichannel Engagement 78

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. Well, research says that businesses can win back 70% of dissatisfied customers when their issues are resolved.

Feedback 52

Feedback Demo Insights User Experience 52

Interactions

JULY 22, 2021

On top of all of this, it has created countless customer experience challenges which many organizations have been unable to meet. A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. Covid customer experience challenges.

Customer Service 62

Customer Service 2009 Travel Poor Customer Service 62

CSM Magazine

NOVEMBER 3, 2022

In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty. Yet, customers are quick to look for new options if unhappy. The Big Disconnect.

Loyalty 52

Loyalty Brands E-support Consumers 52

BirdEye

MARCH 15, 2024

However, general trends suggest that posting during peak activity periods: Early mornings (around 8:00 AM to 10:00 AM) Late afternoons (around 4:00 PM to 6:00 PM) During lunchtime (around 12:00 PM to 2:00 PM) We advise you to experiment extensively to determine the most accurate timing for maximizing engagement with your YouTube Shorts.

Social Media 67

Social Media Entertainment Insurance Metrics 67

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Customer Journey 74

Customer Journey Blog Fashion E Commerce 74

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

CloudCherry

NOVEMBER 9, 2018

In this post, we look at how these three credit unions – Nymeo, Teachers Credit Union and Clearview Federal Union – have built an exceptional member experience , how they continue to drive member loyalty and three takeaways your credit union can put into place right now. Current NPS: 75.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

CSM Magazine

SEPTEMBER 23, 2020

With more players than ever, securing data about your customers, competitors, and the market can be decisive. Since people and markets are always changing, data should be updated continuously. Constantly searching for new data can improve strategic business decisions, understand customers, and reduce marketing costs.

Brands 52

Brands Customer Service Social Media Multi-Channel 52

CSM Magazine

OCTOBER 20, 2020

In today’s world, customer expectations are extremely high and going cloud-native within the business is one of the most effective ways to make sure those expectations are met and even surpassed. Businesses also can make the most out of customer data to gain a better insight into their expectations and adapt accordingly. Innovation.

Customer Experience 52

Customer Experience Download User Experience Entertainment 52

Alida

DECEMBER 22, 2016

Likewise, companies must get closer to their customers—both local and international—to continue to deliver products and services that are relevant and valuable to their target market. Gaining customer trust will become a more significant source of long-term competitive advantage. Protecting customer data would be a good start.

2017 0

2017 E Commerce 2016 Social Media 0

NetBase

SEPTEMBER 3, 2019

Although you’ve tried many tactics, from thoughtfully tailored posts and visually stunning imagery to videos, your efforts continue to fall flat. Identify opportunities throughout the customer journey to increase engagement and improve satisfaction. Tracks Trends & Develop Expert Understanding of Audience Lifestyle.

Marketing 65

Marketing Social Media ROI Metrics 65

CSM Practice

AUGUST 8, 2021

New customer sign-ups are essential for the health and vitality of your subscription business… but getting customers to stay can make the difference between your company’s success and failure. Increasing customer retention saves money on marketing, increases profits, and improves the quality of your services.

Social Media 59

Social Media Customer Retention Communication Customers 59

Oracle

OCTOBER 2, 2019

The global ecommerce market continues to present a massive opportunity for retailers. One thing retailers can do to stand out from the competition is to improve their online customer experience (CX) using new technologies that improve the online shopping experience. Visual search.

Technology 87

Technology Social Media Fashion Retail 87

SurveySparrow

APRIL 28, 2023

By understanding how and why people make purchasing decisions, you can tailor your marketing strategies and improve your chances of success. Understanding consumer behavior is crucial for businesses to create effective marketing strategies that appeal to potential customers and lead to increased sales.

Consumers 52

Consumers E Commerce Advertising Social Media 52

Talkdesk

MARCH 24, 2021

With insurtech getting a head start and Amazon-like experiences setting policyholder expectations and brand loyalty, customer service can make or break carriers and brokers. . Contact centers are mostly a human-to-human experience. Make it easier for policyholders and digitize the claims experience.

Insurance 53

Insurance Contact Center Multi-Channel Automotive 53

Fox Metrics

JUNE 25, 2020

It’s not unusual for a customer to find products on social media, visit your website to get more information about the product and then make the purchase in the physical store. Customers are moving to businesses that offer multiple channels, and it’s time you invest in expanding your marketing channels. Image Source: FoxMetrics.

2020 111

2020 Marketing Social Media Advertising 111

ThriveableBiz

NOVEMBER 13, 2023

For continuous improvements and creative innovations, to stay ahead of your competitors. Looking for the best way to connect with people, at their emotional and lifestyle touchpoints? Like WHY they chose their career - was it a childhood dream, or was it shaped by an adult experience?

Insights 52

Insights Marketing Entertainment Social Media 52