Beyond Philosophy

MAY 6, 2023

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.

Customer Engagement 147

Customer Engagement Engagement Customers Definition 147

Bill Quiseng

MAY 10, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. Then, you will be the first among your competitors.

Customer Service 78

Customer Service Customers Loyalty Customer Experience 78

BirdEye

MAY 8, 2023

Marketing is a profession that constantly challenges you and motivates you to level up every single day. Being a marketer today is one of the most exciting and demanding professions anybody can choose. Marketers in the digital age have to be highly flexible and adapt quickly to an ever-changing landscape. If you love the world of marketing and want to stand out in this demanding field, this article is for you.

Marketing 87

Marketing Social Media Multi-Channel Leadership 87

ReviewTrackers

MAY 11, 2023

A small business is defined as an organization that employs 500 people or less. Surprisingly, small businesses are responsible for over 50 percent of the jobs in the United States, and there are over 22 million small businesses currently active in the economy. Over half a million small businesses get started every month, but very few survive. For a small business to survive and thrive, it is essential to get the basics right and find creative ways to create buzz about their offering, without sac

Management 123

Management Multi-Channel Advertising Loyalty 123

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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

2023

Beyond Philosophy

MAY 11, 2023

We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

Customer Engagement 157

Customer Engagement Engagement Customers Social Media 157

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.

Customer Experience 83

Customer Experience Feedback Customers Insights 83

Optimove

MAY 11, 2023

Remember the early noughties (what do you mean you weren’t alive yet?!) when AI started to make its way into our collective marketing consciousness? For those of us long enough in the tooth to remember the birth of digital marketing, most of us didn’t foresee AI’s huge potential at the time. It was hard to see the connection between what we thought we knew about AI (thanks, Matrix and Terminator!

Engagement 88

Engagement Customers Marketing Social Media 88

BirdEye

MAY 11, 2023

If you’re a mortgage broker or a loan officer, generating mortgage leads is your top priority. A steady stream of purchase-intent leads is vital for your businesses and you’re always seeking to fill your leads pipeline for the next quarter. But the process of generating these leads can be challenging, especially in the competitive real estate and mortgage industry.

2023 85

2023 Social Media Webinar ROI 85

eglobalis

MAY 9, 2023

Designing a differentiated B2B experience – a 22 step challenge The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.

B2B 91

B2B Customer Relationships Customer Experience Loyalty 91

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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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SaleMove

MAY 12, 2023

How banking institutions can unify asynchronous messaging & real-time interactions to breakdown silos for improved efficiency, customer experience & results. The post Flattening Secure Messaging Speed Bumps appeared first on Glia Blog | Digital Customer Service Explained.

Customer Experience 81

Customer Experience Banking Customer Service Interaction 81

Magellan Solutions

MAY 12, 2023

Small businesses need extra help to keep operations as smoothly as possible. Peak business hours can be demanding, especially with the increasing customer traffic and inquiries. One of the main challenges of running a small business is addressing customers’ concerns. But small businesses usually have opening and closing hours, and customers might need help outside business hours.

Call Recording 79

Call Recording Average Handle Time Customer Satisfaction Customers 79

BirdEye

MAY 9, 2023

According to industry analysts, people are four times more likely to purchase when referred by a friend. From referral cards to social media plugs online, a referral program is the golden egg for businesses. One of the best methods to ensure your customers can easily promote your business is to create an incentivized referral card program. And if you are wondering how to do that, this blog post explores everything you need to know about referral card ideas and creating referral cards for your bu

2023 82

2023 Rewards Programs Reference Customers 82

ShepHyken

MAY 9, 2023

Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience. A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.

Net Promoter Score 62

Net Promoter Score Customers NPS Feedback 62

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In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.

White Paper

Doing CX Right

MAY 12, 2023

Discover the hidden connection between Motherhood and Customer Experience leadership and how to balance both for positive outcomes. The post The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles appeared first on Doing CX Right.

Leadership 98

Leadership Customer Experience Connections Customers 98

Russel Lolacher

MAY 7, 2023

In this episode of Relationships at Work, Russel chats with DEI consultant and author Minette Norman on the playbook to follow to create psychological safety and be more human in the workplace. A few reasons why she is awesome  —  she is a keynote speaker and the name on the sign for Minette Norman Consulting LLC, helping leaders create more diverse, equitable and inclusive.

Feedback 102

Feedback Books Culture Employee Experience 102

BirdEye

MAY 12, 2023

Almost every business uses referrals and swears by their effectiveness in driving more traffic, generating more leads, and increasing sales. And with good reason – 84% of consumers trust referrals. However, not all referral programs are successful. The key is to develop referral campaigns that are easy to use and track. And that’s what referral codes are for.

2023 83

2023 Reference Apparel Brands 83

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work.

Contact Center 68

Contact Center Management Engagement Customer Satisfaction 68

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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

Contact Center

Merkle

MAY 9, 2023

Digital Asset Management (DAM) systems are becoming increasingly sophisticated, offering advanced features that enhance content delivery, maintain brand consistency, and even provide digital rights management services. I’ll cover seven key capabilities that are transforming DAM systems, enabling organizations to streamline their workflows, improve content management, and ultimately deliver a more engaging and personalized user experience.

Management 97

Management User Experience Brands Engagement 97

ShepHyken

MAY 10, 2023

There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.” In reality, employees aren’t breaking any rules. They are finding ways to take care of the customer while not breaking the “rules” mentioned above.

Customers 62

Customers Customer Service Training Customer Service Workshop 62

Innovative CX

MAY 10, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy as well as improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace. Without customer input, organizations can frequently make decisions that adversely affect their experience strategy as well as its overall profitability.

Customers 59

Customers Airlines Loyalty Interaction 59

kommunicate

MAY 11, 2023

Last Updated on May 11, 2023 In recent years, chatbots have become increasingly popular due to their ability to automate customer service and improve user experiences. With advancements in natural language processing (NLP), chatbots can now understand and respond to human queries more effectively than ever before. One of the most widely used messaging apps [.

User Experience 88

User Experience 2023 Customer Service Blog 88

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

Social Media

CSM Magazine

MAY 12, 2023

Tony Smith, contact centre and employee experience expert, IR Contact centres must provide exceptional customer experience (CX) – and technology, such as AI and chatbots, is playing a key role in transforming that experience. The fast-evolving customer journey is, however, also completely changing the employee experience (EX), with agents now tasked primarily with handling the complex and demanding customer interactions that technology cannot resolve.

Employee Experience 52

Employee Experience Customer Experience Customers Customer Journey 52

Feedbackly

MAY 11, 2023

In this age of convenience, customers demand a lot more agility from brands than before, and omnichannel customer experience is one of them. It is a term that got increasingly popular ever since e-commerce disrupted the traditional market. But, it wasn’t until a decade ago that it became a necessary strategy for every business, and it was fuelled by the increase in digital channels available for customers to connect with a brand.

Omnichannel 52

Omnichannel Customer Experience Customers Touchpoint 52

Magellan Solutions

MAY 10, 2023

Business owners know the value of delivering excellent customer service and streamlining operations. One way to achieve these goals is by having a reliable order taking call center services system. We will discuss the importance of order taking call center services. We will also include why they are a profitable investment for businesses. This includes delivering notable services which improve customer satisfaction.

Call Center 52

Call Center Customer Satisfaction Customer Service Exceptional Customer Service 52

BirdEye

MAY 8, 2023

Sales prospecting is vital for any business that wants to continuously grow its pipeline. But finding and engaging new prospects takes time, strategy, and effort. Before social media and marketing automation, companies would fish for new customers by making cold calls and even knocking on doors. Today, businesses use all kinds of channels and sales prospecting tools to generate leads and convert them into customers.

Sales 52

Sales Social Media Multi-Channel Engagement 52

Advertiser: ZoomInfo

When economic headwinds pick up, sales leaders are the first to sound the alarm — and chart a new course. Longer sales cycles, larger buying committees, increased price pressure, and smaller teams can quickly combine to reduce your margin for error and increase the urgency to find a solution. To thrive in a challenging environment, sales teams need a rock-solid grasp of the fundamentals and the biggest force-multipliers they can get their hands on.

B2B