InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Breaking the mould of traditional banking, Metro Bank embarked on a mission to revolutionise the banking experience in the UK. From the outset, Metro Bank sought to rewrite the rules of banking. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional appr

Customer Centricity 260

Customer Centricity Net Promoter Score Banking 2010 260

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment.

Leadership 97

Leadership Hospitality Social Media 2021 97

Retently

MARCH 20, 2024

What can the CATI survey do for your research? In data collection, Computer Assisted Telephone Interviewing (CATI) is a time-tested method, blending the dependability of phone surveys with smart software to boost reach and efficiency. This article breaks down the workings of CATI, showing you why it might be the solution you’re seeking. Key Takeaways CATI (Computer Assisted Telephone Interviewing) upgrades traditional phone surveys with modern technology, enabling multilingual support, better re

Connections 78

Connections Insights Feedback Technology 78

The DiJulius Group

MARCH 20, 2024

Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher. This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. Discover how mastering connections is about finding love and inspiring teams, retaining employees, and revolutionizing customer engagement.

Customer Service 59

Customer Service Leadership Article Connections 59

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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

SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? 72% is a big number, so are you capitalizing on it? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. With trends changing every day, customer expectations and needs are also evolving with the changing times, and if you fail to deliver the best to your customers then you will fall behind in this competitive marketplace.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. Through this medium, they can engage with citizens in real-time, provide 24/7 assistance, and disseminate accurate and accessible information.

Government 78

Government Communication Social Media 2022 78

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The Southeast Asian nation, renowned for its exceptional customer service ethos, emerges as a prime outsourcing destination.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

Optimove

MARCH 20, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: The position-less marketer is adaptable and versatile, a professional who can excel in various roles and tasks. Embracing the principles of position-less marketing can provide companies with a competitive edge in a dynamic and fierce market. Position-less marketers improve efficiency and reduce information loss in the marketing organization.

Connections 52

Connections Marketing Multi-Channel Sports 52

SurveySparrow

MARCH 20, 2024

So, how to make a poll on Google Forms, huh? Polls are great for quickly finding out what people think. Be it making a decision, learning about customer preference, or improving products or services, polls can be helpful. And a poll maker like Google Forms can be handy here. Though Google Forms doesn’t offer any templates, the creation process is very simple and straightforward.

Social Media 52

Social Media Travel Demo User Experience 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

Nasuni

MARCH 20, 2024

Nasuni Customer John Shaffer shares the top reasons that Greenhill relies on the Nasuni hybrid cloud storage platform and more in his guest blog post.

Blog 92

Blog Customers 92

Clarivate

MARCH 20, 2024

Discover pivotal insights shaping the landscape of U.K. research shared at the second Research Professional News Live summit. From discussions on REF2029 to the imperatives of fostering diversity, innovation and research integrity, we explored the future of research amidst financial challenges and evolving policies. On March 14, the Research Professional News Live summit brought together a stellar group of speakers, panelists and delegates including keynotes from Professor Dame Jessica Corner, E

2029 64

2029 Insights Government Financial 64

CSM Magazine

MARCH 20, 2024

Despite advances in technology, many businesses today still perform manual cash flow analysis using spreadsheets. While spreadsheets have many useful applications, there is a better way to manage and forecast cash flow. In this post, you’ll learn about the drawbacks of using spreadsheets for cash flow analysis, how cash flow software can revolutionize your organization’s cash flow forecasting and what to look for when switching to cash flow software.

Information 52

Information Consumers Technology Management 52

Centercode

MARCH 20, 2024

Alexa Murray from Whoop discusses women's health & new approaches to continuous discovery in wearable tech.

69

69

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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

Forrester's Customer Insights

MARCH 20, 2024

In 1999 when NVIDIA released NVIDIA GeForce 256 as the world’s first GPU, Jensen Huang, it’s founder and CEO, would never foresee the two transformational waves of AI, from deep learning to generative AI (genAI), could bring it to the paramount achievements it has made nowadays.

2024 55

2024 Technology Customers 55

Help Scout

MARCH 20, 2024

Discover 8 different ways that customer support teams can make use of capacity that may be freed up when AI tools automate some portion of their work. From professional services to internal tooling!

Article 44

Article Customers 44

BirdEye

MARCH 20, 2024

Improving engagement, gaining followers, and increasing conversion rate on Instagram is a growing priority for many businesses. A recent Birdeye survey showed that 60% of businesses consider the platform mission-critical. However, it all boils down to their content strategy and the best time to post on Instagram. Our research also shows that 79% of multi-location businesses post social media content centrally and manage content creation, scheduling, and publishing from the corporate offices.

Engagement 62

Engagement Social Media Multi-Channel Healthcare 62

Forrester's Customer Insights

MARCH 20, 2024

On March 19, 2024, Grab made waves in the digital payment realm by introducing a brand-new feature: cryptocurrency top-up capabilities within its digital wallet. This move marks a significant milestone in the region’s super app landscape.

2024 36

2024 2016 Innovation Brands 36

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