ShepHyken
OCTOBER 3, 2023
Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza.
Experience Investigators by 360Connext
OCTOBER 3, 2023
Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We’ve got you covered! This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. You’ll hear some insights and practical advice on why and when to refresh these important tools.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
eglobalis
OCTOBER 3, 2023
How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.
BirdEye
OCTOBER 3, 2023
What do you do when someone leaves a negative review of your business online? Ignore it and hope it goes away? Delete it and pretend it never happened? These kinds of reactions are only natural — no one enjoys receiving negative feedback. However, according to customer experience expert Jay Baer, these reactions will only backfire. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negati
Advertisement
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.
CSM Magazine
OCTOBER 3, 2023
(l to r) Sabio’s Joe O’Brien, Stuart Dorman and Craig Pumfrey at the House of Lords The retail sector is undergoing a seismic shift. Artificial intelligence will – and is – transforming customer experience and will help to turn shoppers into loyal brand enthusiasts. This was the key takeaway from a recent House of Lords thought leadership breakfast I attended, organised by ourselves at Sabio Group alongside Nutun CX, the Durban-based contact centre BPO, and the Retail Trust, the UK
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
OCTOBER 3, 2023
In today’s changing business world, companies often encounter various crises that can significantly impact their operations and reputation. Organizations must be prepared to navigate through times, whether it’s a downturn, a public relations scandal, or a global pandemic like COVID-19. One crucial aspect of weathering storms is the presence of crisis-ready teams that can maintain engagement and productivity.
SurveySensum
OCTOBER 3, 2023
Sarah, a dedicated automotive repair shop owner, was determined to take her business to the next level. She realized that along with top-notch service, it is also important to understand customers’ needs and satisfaction. Sarah initiated a customer satisfaction survey to gather insights on automotive customers’ experiences. Crafting the survey, she carefully selected questions to capture the essence.
CSM Magazine
OCTOBER 3, 2023
Jim Webber, Chief Scientist at Neo4j, believes that to get reliable answers, it is time to bolster ChatGPT with smart data. Generative AI in the form of ChatGPT has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. In a few short months, we’ve been dazzled as it has written code, composed music, and rewritten text in the style of Shakespeare.
Lithium
OCTOBER 3, 2023
The Khoros Kudos Awards is an annual customer awards program that recognizes leading B2C and B2B brands who innovate to connect, service, and establish trust with their customers through the modern digital channels people prefer, including social media, websites, brand messaging, online communities, and more. We’re excited to announce the winners and finalists for 2023!
Advertisement
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
SurveySparrow
OCTOBER 3, 2023
Sampling methods are the backbone of reliable research. Today, with information thrown at you from left and right, understanding the right techniques can make or break your findings. Imagine you’re staring out at a boundless ocean of data. You have a question, a hypothesis, and a thirst for understanding. Now, how do you pinpoint the exact piece of information that is a prerequisite for your research?
Optimove
OCTOBER 3, 2023
Player loyalty is the holy grail in iGaming, the secret sauce that guarantees the long-term success of iGaming operators. Optimove’s 2023 Report of Players’ Preferences in iGaming Marketing uncovers key insights to boost performance of marketing campaigns, gaming loyalty programs and more. Understanding the Player Landscape To effectively engage players it’s crucial to understand their behavior and preferences.
Help Scout
OCTOBER 3, 2023
Generative AI can be an incredibly powerful tool when implemented and used correctly. Here are four benefits of using AI in your customer service experience, as well as advice on how to do so responsibly.
Forrester's Customer Insights
OCTOBER 3, 2023
Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences.
Advertisement
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,
.png)
West Monroe
OCTOBER 3, 2023
Outsourcing. It’s often viewed as a “boogeyman” by employees who fear their livelihoods could be on the chopping block as organizations seek to shift work to third parties in an effort to cut costs. But as profitability pressures mount in today’s slow-growth economy—and outsourcing becomes an increasingly useful lever for business leaders to pull—it’s crucial that companies proactively address employees’ concerns and allow them to see the many bene
Lithium
OCTOBER 3, 2023
Hello Atlas members! If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! 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.
Forrester's Customer Insights
OCTOBER 3, 2023
Does your organization span regions, lines of business and brands? That makes scaling a customer experience measurement program more challenging; you need to balance consistency and oversight with adaptation and localization.
ReviewTrackers
OCTOBER 3, 2023
ReviewTrackers integrates with Apple Business Connect, empowering businesses to achieve higher accuracy and consistency of business data on location place cards within Apple Maps.
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.
Forrester's Customer Insights
OCTOBER 3, 2023
Do you understand generative AI? Forrester’s data shows that 54% of AI decision-makers believe their organization’s executive team is “very familiar” with it — but we’ve observed widespread misunderstandings among execs of what it is, how it works behind the curtain, and what it can do.
Experience Investigators by 360Connext
OCTOBER 3, 2023
Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways? A lot of customer experience teams focus on collecting surveys. And they send the same surveys each quarter or year, like clockwork. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them.
SmartKarrot
OCTOBER 3, 2023
Customer Success Managers are at the heart of retaining and growing customer accounts. They help clients get value from the product or service. This is tied back to increased revenue and customer loyalty. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing.
Alida
OCTOBER 3, 2023
Take your analytics and dashboards to the next level by leveraging benchmarks across products and metrics.
Advertisement
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.
Helpware
OCTOBER 3, 2023
Marketing is a cornerstone of thriving businesses, perpetually evolving with each technological leap. With the swift rise of AI, marketing strategies and approaches have undergone a significant transformation. In our recent conversation with Helpware VP of Marketing, Alexei Piskunov, he unveiled intriguing insights about the trajectory of this evolution, prevalent trends, and the horizon ahead.
SmartKarrot
OCTOBER 3, 2023
In this post, we explore how to boost user engagement with a proven playbook. Acquiring new customers is only half the battle in today’s extremely competitive market. To retain and grow your customer base, you need to focus on customer success and user engagement strategies that keep customers delighted and loyal. This comprehensive playbook will provide you with actionable insights to drive user engagement and achieve your desired outcomes. 1.
Braze
OCTOBER 3, 2023
Braze is happy to announce we’ve been selected as a Leader in Snowflake's Modern Marketing Data Stack (MMDS) for the second year in a row.
Zonka Feedback
OCTOBER 3, 2023
Businesses seeking to gather usable data from their target audience would be best served by using surveys. That said, crafting an effective survey is more of an art than a science.
Advertisement
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.
Expert insights. Personalized for you.
152 
Let's personalize your content