Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 135

Net Promoter Score B2B NPS B2C 135

Nasuni

AUGUST 21, 2023

Jim Liddle announces that he is taking on a new role as Chief Innovation Officer to lead Nasuni’s data intelligence and Artificial Intelligence (AI) strategies.

Innovation 98

Innovation 98

Forrester's Customer Insights

AUGUST 21, 2023

In the age of GenAI, vector databases are becoming increasingly important. They provide a critical capability for storing and retrieving high-dimensional vector representations, essential for supporting LLMs. Unlike traditional databases that are optimized for exact matches, vector databases are designed to support similarity searches.

Insights 49

Insights 49

BirdEye

AUGUST 24, 2023

It’s harder for a business to stand out these days. Traditional marketing, such as content creation and social media, has become non-negotiable. Businesses have to work harder to make their marketing campaigns successful. By tailoring customer marketing messages that resonate with customers’ unique preferences, companies can unlock a powerful avenue for sustainable growth.

Customers 95

Customers Marketing Loyalty Customer Retention 95

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Customer Journey

Magellan Solutions

AUGUST 23, 2023

The marketing landscape is changing due to the evolution of Artificial Intelligence (AI). AI has transformed marketing strategies and is a powerful tool. AI marketing tools are shaping the future of marketing. Initially, AI simplified tasks such as email marketing and social media scheduling. Over time, machine learning algorithms allowed for more advanced customer segmentation and personalization.

Marketing 98

Marketing Social Media Customer Satisfaction ROI 98

Blueshift

AUGUST 25, 2023

In today’s hyper-connected and competitive business landscape, organizations strive to build lasting customer relationships. A happy and content customer is a company’s true asset. For any business, however big or small, there can be no better advocate than its customer community. That’s why organizations are so rightly focused on being ‘customer-centric’.

Customer Engagement 95

Customer Engagement Customer Experience Customers Engagement 95

BirdEye

AUGUST 25, 2023

Social media is an amazing platform for customers to discover brands, local businesses, and products for their needs. But these platforms hold the potential to be so much more, when combined with social shopping. You can turn your social media audience into customers without them having to leave the platform at all. And that is what social shopping is.

Social Media 95

Social Media E Commerce Advertising Customers 95

Help Scout

AUGUST 22, 2023

The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related.

Customer Experience 105

Customer Experience Customer Service Customers Article 105

SAP Customer Experience

AUGUST 19, 2023

The Business Requirement: Our imaginary customer utilizes an Emarsys Contact Form on their main website as a contact form. We can also use custom forms but this is a topic of another blog. After a contact fills out the form, an automation program is triggered with a Form Entry Point.

Customers 88

Customers Blog Customer Engagement Customer Experience 88

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Marketing

Eptica

AUGUST 24, 2023

Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers. In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel.

Customer Service 116

Customer Service Customers 2023 Interaction 116

BirdEye

AUGUST 23, 2023

What is the first thing you think of when you hear Instagram? If visuals come to mind you are not alone, but the platform is capable of much more. With a user base of two billion active monthly users, if your business is not using Instagram for marketing , you are missing out. But there’s no denying Instagram is unique and comes with a learning curve, that’s why we’re going back to the basics with Instagram 101.

Social Media 88

Social Media Multi-Channel Engagement Brands 88

Braze

AUGUST 24, 2023

Having the right technologies on hand is an essential part of any successful customer engagement strategy—but implementing a new marketing technology platform can sometimes be both time-consuming or labor-intensive.

Customer Engagement 98

Customer Engagement Consumers Engagement Technology 98

Help Scout

AUGUST 22, 2023

How ChatGPT — or other generative AI tools — can be used to help answer customer service queries and deliver better service. How good is ChatGPT and in what other ways could it be used in customer service situations?

Customer Service 104

Customer Service Customers Article 104

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

Customer Service Representative

2020 Research

AUGUST 21, 2023

To make confident business decisions, it is imperative for organizations to understand how and why people use their products in their day-to-day lives. Unfortunately, most of the time that’s easier said than done. While In-Home Usage Tests (IHUTs) are critical to successful product development, they can oftentimes be complex, lengthy, and expensive.

Feedback 98

Feedback Insights Consulting Engagement 98

BirdEye

AUGUST 21, 2023

Social media is an important part of every business’ content strategy. But just including social media in the strategy may not be enough. Businesses must understand the value it can bring in boosting brand awareness, domain authority, and revenue for your business, especially with social media SEO. Know how to get discovered faster by optimizing content for social media SEO with this blog post.

Social Media 82

Social Media Multi-Channel Brands Customers 82

C3Centricity

AUGUST 21, 2023

Introduction: [Capture the reader’s attention by highlighting the importance of employee empowerment and engagement in driving organizational success. Explain how organizations that […] The post Empowering Employees for Success: Fostering a Culture of Empowerment and Engagement first appeared on c3centricity.

Culture 90

Culture Engagement 90

Help Scout

AUGUST 22, 2023

Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences.

Management 105

Management Customer Experience Article Customers 105

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

Customers

SAP Customer Experience

AUGUST 24, 2023

Overview Migrate your accelerator-based storefront to Composable Storefront If you’ve read the “Five reasons to move to a project Spartacus javascript storefront ” and “Getting started with SAP Commerce Cloud Project Spartacus” you may be wanting to migrate to a stateless high-performance architecture and now wonder how to actually prepare.

Customer Experience 82

Customer Experience Customers 82

MyCustomer

AUGUST 23, 2023

In recent years, there has been a spotlight on the customer experience being delivered by healthcare organisations.

Healthcare 84

Healthcare Customer Experience Customers 84

Brad Cleveland Blog

AUGUST 25, 2023

Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1 for this and 2 for that.” And I don’t get service policies that are immediately … Continue reading → The post Stories from the Field: Aligning Service and Mission appeared first on Brad Cleveland.

Customer Experience 38

Customer Experience Customers Contact Center Customer Relationships 38

Help Scout

AUGUST 22, 2023

In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential.

Customer Service 105

Customer Service Customers Article 105

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

Customer Journey Mapping

SAP Customer Experience

AUGUST 25, 2023

Maintaining a service connection is crucial when you report a case to SAP since it enables a support engineer to remotely access your system and start an analysis without your presence. This helps support engineers to directly observe an issue as part of a Root Cause Analysis, expedites the problem’s.

Connections 80

Connections Customer Experience Customers 80

Forrester's Customer Insights

AUGUST 23, 2023

The Forrester Wave™: Content Management Systems, Q3, 2023 helps buyers select a next-generation content management system that will delight, convert, and further engage consumers through anticipatory digital experiences.

2023 47

2023 Management Consumers Engagement 47

kommunicate

AUGUST 23, 2023

Last Updated on August 23, 2023 Below is a simple guide for users who have integrated a chatbot to their website and now want to track its performance. We are going to integrate Google Analytics with a chatbot built using Kommunicate’s Kompose chatbot builder. Before we dive in, let’s see why its important to integrate [.] The post How To Integrate Google Analytics With Your Chatbot appeared first on Kommunicate Blog.

2023 98

2023 Blog 98

Help Scout

AUGUST 22, 2023

Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to customer service scenarios.

Customer Service 81

Customer Service Customers Article Engagement 81

Advertiser: ZoomInfo

In this eBook, we’ll run through real-world examples that show how RevOps teams can benefit from modern solutions for the access, management, and activation of their GTM data. Whether you need to improve lead response times, boost adoption of core tools, improve lead qualification, or target and automate your GTM motions, you’ll find examples of how revenue teams are solving some of the toughest problems in modern business.

Management