InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Call centers serve as hubs for customer interactions, making them a vital element of customer support. Let’s dive in!

Call Center 260

Call Center Management Exceptional Customer Service Customer Satisfaction 260

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Blog 558

Blog Customer Experience Net Promoter Score Financial 558

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

InMoment XI

JANUARY 19, 2024

Successful businesses utilize prescriptive analytics to aid in data-driven decisions that will improve their bottom line. Whether it’s reducing your cost to acquire a customer, decreasing your churn rate, or anything in between. Your business can use analytics to drive success and improve customer experiences.

Events 260

Events E Commerce Retail Insights 260

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. But knowing what a green flag looks like is just as critical. That’s where the magic happens.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. But knowing what a green flag looks like is just as critical. That’s where the magic happens.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Experience Investigators by 360Connext

NOVEMBER 16, 2021

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered.

Feedback 367

Feedback Net Promoter Score Customer Journey Customer Journey Mapping 367

Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

Customer Experience 143

Customer Experience Social Media Customer Journey Interaction 143

Interactions

APRIL 19, 2024

At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. What resulted were seven (yes, seven!) And the Consensus Is….

Insights 62

Insights Workshop Customer Experience Contact Center 62

BirdEye

NOVEMBER 30, 2023

Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their customers. With the right travel agency marketing strategy, travel agents and businesses can attract the ideal client to their business and grow rapidly.

Travel 108

Travel Marketing Social Media Hotels 108

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The bomb in customer success software!

Customer Success 114

Customer Success 2023 Customer Satisfaction Demo 114

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

BirdEye

MAY 13, 2024

These tools enable you to uncover trends and audience interests, allowing you to run well-targeted campaigns that propel your business forward. Why are audience insights tools essential for businesses in 2024? Why are audience insights tools essential for businesses in 2024? Table of contents What is an audience insights tool?

Insights 62

Insights Social Media 2024 Multi-Channel 62

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? Here are six ways you can deliver an exceptional customer experience. . Know Your Customer Avatar.

Customer Experience 147

Customer Experience Management Return on Investment Banking 147

BirdEye

SEPTEMBER 12, 2023

We live in times that demand every business to have some presence on at least 2-3 social media platforms. You can no longer afford not to have a social media strategy for your business. But for businesses new to this medium, knowing what works and what doesn’t can be difficult.

Social Media 104

Social Media Measurement Brands Leadership 104

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Retently

NOVEMBER 27, 2023

Outsourcing has become increasingly popular these days, as more companies worldwide are exploring different destinations for outsourcing their business activities, and it’s no wonder why. The many advantages of outsourcing make it an attractive strategy in today’s global economy, turning it into a common practice.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Team Support

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. Openly discuss solutions.

Customer Expectations 126

Customer Expectations Management B2B Customer Service Representative 126

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

2024 113

2024 2023 Customer Success Innovation 113

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Does no one want to see change?

Article 61

Article Customer Service 2023 Loyalty Programs 61

Kustomer

JUNE 6, 2023

Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

BirdEye

JUNE 21, 2023

In today’s cutthroat business world, staying informed about your competition is more crucial than ever. As the renowned business strategist Peter Drucker once said, “If you can’t measure it, you can’t improve it.” But a commonsense business strategy is still needed.

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

BirdEye

NOVEMBER 30, 2023

What’s the best thing for a plumbing business? Home service businesses like plumbing companies must constantly be on the lookout to increase their lead generation channels and acquire new customers. To do that, all they need is a set of robust and reliable plumbing lead generation strategies.

Social Media 57

Social Media Advertising 2024 Marketing 57

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Attract new talent?

Engagement 73

Engagement Contact Center Culture Metrics 73

BirdEye

SEPTEMBER 15, 2023

Sales is one of the most important functions in every organization – it defines your growth and business success. Sales professionals need insight, reports, and innovative ways to reach potential customers. This blog post explores the top 12 ways businesses can leverage AI for their sales functions in 2023.

Sales 109

Sales 2023 Demo Social Media 109

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

2024 119

2024 Marketing Consumers Download 119

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

Kustomer

OCTOBER 27, 2020

Maybe the term has been batted around the boardroom, maybe you already have a strategy in place, or maybe you’ve skipped over it, deciding it wasn’t necessary for your business. Digital transformation will look different for each business. Because of this, creating a digital transformation strategy is not always straightforward.

Contact Center 141

Contact Center Healthcare Call Center 2020 141

Interactions

MARCH 28, 2024

Amongst businesses, this remains a barrier to achieving CX excellence. Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations. Yet, many aren’t delivering.

Contact Center 62

Contact Center Innovation Consumers Interaction 62

BirdEye

SEPTEMBER 8, 2023

In the digital finance age, your online reputation is as valuable as your investment portfolio. Financial services companies, like investment firms, banks, and insurance agencies, operate in a landscape where trust and credibility are paramount. One wrong move, or even a false allegation, can significantly impact your business.

Financial 104

Financial Management Social Media Banking 104

BirdEye

NOVEMBER 16, 2023

The right lawn care marketing strategy can help your business create lasting impressions, generate leads, nurture relationships, and build a brand in the market. This blog post provides all the information for small local services or growing landscaping businesses looking to supercharge their marketing strategies.

Marketing 62

Marketing Social Media Advertising User Experience 62

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Then, take steps to attract and recruit the best-fit candidates who meet minimum hiring requirements. To address this issue, COPC Inc.

Call Center 97

Call Center Contact Center Culture Engagement 97

CSM Magazine

FEBRUARY 2, 2024

The reason most organizations deliver poor or mediocre customer service is that they don’t understand the power of a customer service strategy. Strategy is a powerful tool you can use to gain market share and market dominance. If you want to drive your business to great heights, you must have a service strategy.

Exceptional Customer Service 59

Exceptional Customer Service 2023 Customer Service Strategies Advertising 59

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

Customer Success 103

Customer Success Customer Relationships Communication Customer Retention 103

BirdEye

NOVEMBER 7, 2023

As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. Car sales emails are a crucial part of that effective communication strategy. Do you know what’s the one thing that is crucial in getting more sales?

Sales 113

Sales Automotive Advertising Demo 113