CSM Magazine

MARCH 17, 2025

Customer satisfaction (CSAT) and Net Promoter Scores (NPS) are invaluable metrics when it comes to understanding your customers’ experiences and loyalty. But heres the challenge businesses often facehow can you improve these scores without significantly increasing operational costs? The good news is that with strategic investments and process optimizations, you can find the sweet spot where reduced costs and heightened customer satisfaction intersect.

NPS 52

NPS Net Promoter Score E Commerce E-support 52

Zonka Feedback

MARCH 16, 2025

If you were to measure the true health of your customer relationshipsnot just how they feel after one interaction, but how they perceive your brand over timehow confident would you be in the results?

NPS 52

NPS Loyalty Measurement Interaction 52

Education Services Group

MARCH 17, 2025

Welcome to the Back to the Basics blog series, where we take a fresh look at Customer Success from the perspective of a newcomer. Whether you’re just starting out or looking to revisit the fundamentals, this series will guide you through the key concepts and serve as a reminder of why Customer Success is vital for long-term growth and satisfaction.

Customer Success 52

Customer Success ROI Technology Metrics 52

Retently

MARCH 17, 2025

Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

2025

Forrester's Customer Insights

MARCH 18, 2025

Last week we published two data snapshot reports from our Forresters State Of Customer Engagement Survey, 2024. Focused on US-based respondents at B2B firms who primarily sell software, these short reports give bit of a unique look into the more sophisticated side of customer engagement.

2024 32

2024 Customer Success B2B Customer Engagement 32

Experience Investigators by 360Connext

MARCH 18, 2025

Customer support leaders are often trapped in a cycle of “number narration” – reporting metrics without connecting them to organizational value. In this insightful episode addressing a listener’s question about reporting as a new support leader, Jeannie dives into how to transform your customer support metrics into meaningful business impact stories.

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Webinar Metrics Leadership Customer Satisfaction 143

ShepHyken

MARCH 17, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses enhance their customer service experience using AI technology? How do unifying communication channels improve the efficiency of customer support? What makes conversational AI a valuable tool for improving customer interactions? How can AI be used to augment a company’s existing customer service team rather than replace it?

Customer Service 82

Customer Service Social Media Communication Interaction 82

InMoment XI

MARCH 21, 2025

Competition for customers attention is fiercer than ever. A wrong move on your partbe it failing to solve customers issues or offering subpar supportcould see them looking elsewhere, affecting your retention numbers. To reduce churn, you need to elevate the customer experience (CX). And we know just the solution to help you: conversational Intelligence (CI).

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Insights Sales Interaction Metrics 195

Thematic

MARCH 20, 2025

Imagine launching a new product feature based on a hunch—only to find out customers don’t care about it. Or spending months refining a service only to see your customer satisfaction scores plummet. This happens when businesses make decisions without considering customer insights. These days, companies can’t afford to rely on assumptions.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way. Traditionally, companies have relied on human translators or multilingual support teams, but these methods are costly, slow, and difficult to scale.

E Commerce 59

E Commerce E-support 2030 Competitive Advantage 59

ShepHyken

MARCH 19, 2025

Valentines Day was last month. It is a time when you acknowledge the people you love and care about, often with a gift. Ive written a number of articles about customer and employee gifts onValentines Day and other obvious gift-giving holidays. It seems that the traditional holidays toward the end of the year are when companies or employees typically send or exchange gifts and cards.

Sports 82

Sports 2024 Workshop Customer Service Training 82

BirdEye

MARCH 18, 2025

Imagine waking up one morning to find your business missing from Google. No warning, no explanationjust gone. Customers searching can no longer find you. This nightmare happens daily to businesses that unknowingly violate Google Business Profile guidelines. Dont let yours be next. In 2025, Google Business Profile guidelines aren’t just best practicesthey are critical rules every business owner must follow to stay visible.

2025 59

2025 2024 Document E Commerce 59

Thematic

MARCH 20, 2025

Ever wonder how some companies always seem to get their product updates just right ? It’s not luck—it’s text analytics. Every day, customers leave a trail of feedback in online reviews, social media posts, and surveys. However, hidden there are insights for product development. But as research shows “80% of organizational data is in unstructured text format…much of it goes unanalyzed, despite containing valuable insights that could significantly improve busines

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Social Media Banking 2027 Roadmap 62

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

CSM Magazine

MARCH 17, 2025

The customer is always right. Its a phrase we’ve all heard, but in the hospitality world, sticking to this mantra is becoming increasingly challenging. The truth? Some challenging customer behaviors are making it clear that this principle isnt always fair, practical, or sustainable for restaurants in todays world. The Cost of Difficult Diners Running a restaurant is no easy task.

Hospitality 52

Hospitality Social Media Guest Experience Presentation 52

SurveySensum

MARCH 21, 2025

Already using HubSpot but also want to launch the NPS program? Now you are stuck between constantly switching between HubSpot and your NPS platform. If this sounds similar then you need an NPS tool that integrates with HubSpot and can make your life a little easier! Now which NPS tools integrate best with HubSpot? Lets explore the top 9 NPS tools that integrate with HubSpot in 2025.

NPS 52

NPS 2024 2025 Demo 52

BirdEye

MARCH 21, 2025

Want to boost your online reputation effortlessly? Online reviews are the key to attracting new customers and standing out today. In fact, Google reviews account for 79% of all online reviews, making them the most influential source of feedback for businesses. But getting those reviews doesnt have to be hard. Enter the Google Review QR code , a quick, simple way to make it easier for your customers to leave glowing feedback.

Social Media 52

Social Media Feedback Demo Customers 52

Thematic

MARCH 20, 2025

Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table. Customer feedback used to be a puzzle—scattered across surveys, support tickets, and social media.

Customer Insights 62

Customer Insights Insights Social Media E-support 62

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

CSM Magazine

MARCH 19, 2025

Have you ever spent 45 minutes on hold just to ask a simple question? These days are fading as conversational AI reimagines customer experiences across industries. AI-powered communication is raising the bar, offering instant support and personalized product recommendations that feel surprisingly human. Conversational AI vs. Basic Chatbots: What You Should Know Chatbots are not the same as conversational AI.

Customer Satisfaction 52

Customer Satisfaction E Commerce E-support Banking 52

Heart of the Customer

MARCH 18, 2025

Which is more important: rational or emotional factors? The Advanced Manufacturing Customer Experience Consortium (AMCX) is a group of the worlds top manufacturers. Its members are ground zero for Sigma Six, lean manufacturing, just-in-time supply chains, and reliability. Yet the group still wondered (with continuous debates and discussions), can manufacturers win through customer experience?

B2B 78

B2B Customer Experience Customers 78

BirdEye

MARCH 18, 2025

People no longer flip through the Yellow Pages to find a local plumber, restaurant, or shop. Today, when people need a service, they grab their phone and search on Google. If your business isnt showing up in those searches, youre missing out on potential customers actively looking for what you offer. Thats where Google My Business SEO plays a crucial role.

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Demo Reference Engagement Information 52

Thematic

MARCH 20, 2025

Ever felt frustrated after contacting customer service and getting no real help? You’re not alone. Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. But how do they make sense of all that data? Text analytics. What is text analytics ? Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service.

Customer Service 62

Customer Service E-support Feedback Insights 62

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

2025

CSM Magazine

MARCH 20, 2025

Technology has reshaped the way people manage their finances. Tasks that once required a trip to the bank can now be completed in seconds from a phone or computer. Payments, loans, investments, and customer support have all moved online, creating a demand for faster transactions, stronger security, and services tailored to individual needs. The way companies handle these advancements will determine how well they meet customer expectations in an industry that is evolving faster than ever.

E Commerce 52

E Commerce Customer Experience Banking Financial 52

Optimove

MARCH 20, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Day 2 of Optimove Connect 2025 continued the momentum with cutting-edge insights, real-world success stories, and expert-led product deep dives. From gamification and AI-driven personalization to unlocking the full potential of Optimoves platform, attendees walked away with the tools and strategies to future-proof their marketing and embrace Positionless execution.

Connections 52

Connections Marketing 2025 Rewards Programs 52

Gainsight

MARCH 19, 2025

Managing a thriving online community isn’t like popping a frozen dinner in the microwavelaunch it, walk away, and return to perfection. Too many businesses assume that once their community goes live, it’ll magically keep humming along without active effort. But in reality, communities are less “set it and forget it” and more like cooking a great meal from scratchyou need the right ingredients, attention to detail, and regular check-ins to make sure everything comes togeth

Management 52

Management Customer Retention Loyalty Demo 52

Thematic

MARCH 18, 2025

Let’s be real—understanding your customers isn’t easy. They leave feedback all over the place: surveys, reviews, emails, social media, customer service calls… and before you know it, you’re drowning in data. But here’s the kicker: That feedback is gold —if you know how to use it. The problem is most businesses don’t.

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024