ShepHyken

NOVEMBER 1, 2022

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite , and co-author of Social Selling: Techniques to Influence Buyers and Changemakers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms.

Social Media 118

Social Media Competitive Advantage Books Brands 118

Alida

NOVEMBER 1, 2022

Your people are the heart and soul of your company. When employee engagement is high, the whole team benefits—and so do your customers.

Engagement 130

Engagement Customers 130

Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. But one thing many contact centers are missing is a remote work company policy. In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it.

Contact Center 74

Contact Center Average Handle Time 2022 Government 74

Zonka Feedback

NOVEMBER 1, 2022

There has been a massive shift in the way Customer Service functions in this day and age. For organizations, it’s not just about providing support to the customers and serving them in general but it is about retaining them for a long period of time and ensuring that they remain loyal. Why? Well, it’s no hidden fact that it is 5 times more expensive to get new customers than to retain existing ones.

Customer Service 98

Customer Service Measurement Customers Feedback 98

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

PeopleMetrics

NOVEMBER 1, 2022

Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. Picture this: a customer who just bought a new high-end phone might get annoyed navigating a website they feel has a poor online shopping experience.

Banking 62

Banking Customer Experience Omnichannel Leadership 62

CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. Zenarate partnered with Execs In The Know to gather current consumer preferences and perceptions related to customer service and customer experience channels. CX leaders can use the report to better understand what consumers value most, where to focus their agent training efforts, and how to win over customers and prospects.

2022 52

2022 Consumers Insights Telecommunications 52

West Monroe

NOVEMBER 1, 2022

Even the most optimistic outlook on today’s economic environment is uncertain at best. Interest rates are climbing, loan demand has slowed, and talks of a recession mount. What’s more, the tidal wave of change in customer demographics and the long-awaited generational wealth transfer has arrived. Banks, in response, have been working diligently to map out a new customer experience, balance digital and traditional methods, and meet and service customers where they need it.

Banking 52

Banking Books Sales Insurance 52

Lithium

NOVEMBER 1, 2022

Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Khoros + SearchUnify Partnership Combining the power of Khoros’s enterprise-grade communities software and SearchUnify’s AI-driven enterprise search solution to increase community engagement, improve customer satisfaction, and further reduce support costs.

2022 52

2022 Roadmap ROI Social Media 52

Zonka Feedback

NOVEMBER 1, 2022

There has been a massive shift in the way Customer Service functions in this day and age. For organizations, it’s not just about providing support to the customers and serving them in general but it is about retaining them for a long period of time and ensuring that they remain loyal. Why? Well, it’s no hidden fact that it is 5 times more expensive to get new customers than to retain existing ones.

Customer Service 52

Customer Service Measurement Customers Feedback 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

2020 Research

NOVEMBER 1, 2022

Key Takeaways: . Qualitative interviews provide in-depth insights from individual respondents, and are useful when follow-up or clarification is needed. Clarity of objectives and audience is essential to gathering actionable insights from your qualitative research project. Build a strong researcher-respondent relationship to elicit honest and engaged responses.

Consulting 52

Consulting Books Insights Consumers 52

CSM Magazine

NOVEMBER 1, 2022

We all know that running a business can be quite taxing on your company’s budget. From office supplies and rent to employee salaries and benefits, there are a lot of costs that can quickly add up. One of the most important aspects of running a business is knowing how to cut expenses. After all, the more money you can save, the more money you can invest in other useful business aspects.

Advertising 52

Advertising Document Marketing Blog 52

InMoment XI

NOVEMBER 1, 2022

Math and numbers are the ultimate in ‘exact science.’ When we work within the confines of mathematics, we can expect absolute precision in our results. In data analysis terms, this can be a real advantage, giving us clear, definite numbers on which to base future decisions. Unfortunately, sometimes the real world being represented by the data is anything but exact.

Metrics 529

Metrics Airlines Measurement Definition 529

Forrester's Customer Insights

NOVEMBER 1, 2022

Amidst a flurry of C-level leaders declaring that their organizations are currently or are becoming customer centric, customer experience (CX) leaders face their biggest battle yet: Making leaders in their organization aware of the damaging shadow they cast on efforts to become more customer obsessed. My colleague Richard Sheahan and I often talk to CX […].

Customer Centricity 26

Customer Centricity Customer Experience Customers 26

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

DemandJump

NOVEMBER 1, 2022

Is your website driving your business outcomes—or is it just along for the ride? When done well, website content can be one of the most essential parts of achieving your marketing objectives, improving conversions, and communicating with new or potential customers. Of course, not all sites are created equally. With roughly 1.88 billion websites online, your business likely has some steep competition.

Communication 98

Communication Marketing Customers 98

Forrester's Customer Insights

NOVEMBER 1, 2022

Use your loyalty program to collect consumer data and boost B2C sales this holiday season.

Loyalty 26

Loyalty B2C Loyalty Programs 2023 26

Helpware

NOVEMBER 1, 2022

Customers are the greatest, most indispensable aspect of any company. It doesn’t matter how big you are or how promising your product is—without them, you cease to exist. So, you must understand your customers, their needs and desires, as well as their decision-making processes to optimally cater to them. All of this begins with crafting a customer journey map.

Customer Journey Mapping 75

Customer Journey Mapping Customer Journey Customers Customer Success 75

Gainsight

NOVEMBER 1, 2022

This article was originally published in Built In. . Previous tough times have improved SaaS. This time, it shouldn’t be any different. If you’re my age (or older), you probably remember exactly where you were and how you felt when the last Great Recession hit in 2008. The fear. The uncertainty. The string of bankruptcies. The relentless checking of your investment accounts.

2008 52

2008 2009 B2B B2C 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

CSM Magazine

NOVEMBER 1, 2022

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. In fact, talking to a helpful, empathetic service agent matters more to customers than having a short wait time. Qualtrics XM Institute surveyed more than 33,000 consumers across 29 countries to understand what is driving the current consumer mindset as the economy pushes people to make tough decisions on where and how they spend their money.

2023 98

2023 Consumers Airlines Loyalty 98

ReviewTrackers

NOVEMBER 1, 2022

Customer Expectations 65

Customer Expectations Management Customers 65

Forrester's Customer Insights

NOVEMBER 1, 2022

As economic concerns spread in the APAC region, technology leaders will have to make some bold calls. Read our top technology predictions for APAC to help inform your 2023 planning.

2023 26

2023 Technology Information Customers 26

Optimove

NOVEMBER 1, 2022

The World Cup is Kicking off during one of the busiest periods in the year’s marketing calendar where everyone is on the move. With Black Friday, Cyber Monday, and dare we mention another ‘C’-word… yep, Christmas! – this month’s World Cup presents mobile marketers with even more opportunity to reach an audience already highly engaged and ready to enjoy promotions that “savvy” brands are lining up.

Marketing 52

Marketing Social Media 2022 Advertising 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

Forrester's Customer Insights

NOVEMBER 1, 2022

Every so often, it’s helpful to test your accepted categories, truisms, and maxims to ensure that they hold up to time, technology advances, and changing buyers. In 2022, I had the good fortune to collaborate with some of Forrester’s best and brightest analysts, and the result in each case was a challenge to my own […].

2022 26

2022 Technology Customers 26

Forrester's Customer Insights

NOVEMBER 1, 2022

In 2023, APAC firms that prioritize internal security and risk cultural practices to deal with external forces will fare the best. Learn more in our 2023 predictions for cybersecurity and risk in APAC.

2023 26

2023 Culture Customers 26

Forrester's Customer Insights

NOVEMBER 1, 2022

Inflation, rising interest rates, and the war in Ukraine are creating a challenging landscape for the banking sector, yet wise firms will invest with the long term in mind.

Banking 26

Banking 2023 Financial Customers 26

Forrester's Customer Insights

NOVEMBER 1, 2022

Entering its 14th year, how will Singles’ Day, the world’s largest online shopping festival, evolve? Forrester breaks down what to expect.

2022 26

2022 Retail Customers 26

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement