Sat.May 27, 2023 - Fri.Jun 02, 2023

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The Three Principles to Build Customer Loyalty

Bill Quiseng

Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?

Loyalty 109
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Why employee experience is the missing link in Europe’s CX plans

eglobalis

Why employee experience is the missing link in Europe's CX plans The post Why employee experience is the missing link in Europe’s CX plans appeared first on Eglobalis.

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Driving Business Growth With a Focused Effort on Customer Feedback

customer sure

We’ve had the privilege and pleasure of working with Polypipe Building Products, the UK’s leading manufacturer of plastic piping systems and low-carbon heating solutions for the residential market, for some time now. The team’s approach to customer feedback and improving customer experience are often cited by us as a beacon of best practice, but they’re actually going one step further.

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10 Use-Cases for Leveraging Generative AI for Better CX and AX (Agent Experience)

eGain Blogs

Generative AI, in the form of OpenAI’s ChatGPT and other tools, is very much in the public eye at the moment. As a consumer searching for content or ideas, generative AI offers the promise of a clear, concise response that can be clarified or refined, albeit with a chance that it may be incorrect or out of date. Business needs, especially for customer service, are different from consumer needs.

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11 Tips to Drive Learning Content Consumption

Elevate your member education initiatives This eBook will explore: 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? You’ll discover why measuring content consumption is pivotal for program success and explore effective tactics to boost overall engagement.

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Can ChatGPT Be Used for Customer Service?

CSM Magazine

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. Within five days of its November 2022 introduction, over a million people were using it. However, the fear, uncertainty and doubt about ChatGPT is rampant.

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Please Put Me Back On Hold!

ShepHyken

“Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience.

Workshop 149
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During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.

2023 141
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Untangling the Modern Customer Journey: A Guide to Effective Marketing Attribution – Part 1

Optimove

It’s one of the busiest crossroads at which the different revenue teams intersect and sometimes collide – attribution junctions. A well-documented battle of egos, bonuses, and, ultimately, optimization. At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize.

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6 easy steps for creating a winning benchmarking strategy

BirdEye

Benchmarking drives greatness. Consider the four-minute mile. Experts thought it impossible that anyone could run a mile so fast, that is until Roger Bannister did so in 1954. Since then, roughly 1500 people have achieved “the impossible,” and it’s pretty much the benchmark for becoming a world-class runner. In the same way, a benchmarking strategy can propel your company to achieve your loftiest goals.

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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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How to Use WhatsApp for Customer Retention

Kustomer

More than 2.5 billion people use WhatsApp per month, worldwide. Its primary function might be to help families and friends stay in touch, but the app can also support brand-to-customer interactions via the WhatsApp Business application and WhatsApp API. WhatsApp Business allows businesses to reach consumers via messaging, and WhatsApp API is a paid-for integration for CRM that’s designed to help larger businesses achieve a similar goal.

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Chatbots: Empowering Customer Service Amid Turbulent Times

Team Support

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. At the same time, chatbots are solving a very real problem taking place today: of a decrease in available customer service agents and positive customer experiences due to an economic downturn.

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In Today’s Competitive Market, AI is the Key to Winning Customer Loyalty

C3Centricity

If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently.

Loyalty 90
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Explore the 11 best customer feedback tools of 2023

BirdEye

Microsoft’s State of Global Customer Service Report showed that 77% of customers view brands more favorably if they seek out and apply customer feedback. If your business isn’t actively gathering feedback, it may be time to rethink your stance. In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback.

2023 96
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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It’s all about context stupid! Why most businesses fail to take this into account

Beyond Philosophy

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.

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Customer Engagement Initiative Projects for SAP CRM and Customer Experience are open for registration until June 16, 2023

SAP Customer Experience

Take advantage by participating in one of the SAP CRM and Customer Experience projects of the second Customer Engagement Initiative cycle in 2023 and register until June 16, 2023: Composable Storefront for SAP Commerce Cloud – SDK and BFF for frontend solutions Delivery Mode & Costs for SAP Commerce Cloud.

2023 85
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Leveraging Data to Unlock the Power of Personal Customer Service

Kustomer

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. By organizing data from all customer interactions such as purchases, queries and issue resolutions, your brand can deliver personalized CS throughout all stages of the customer journey. Kustomer research also shows 84% of CX leaders predict personalization will become more important over the next three years.

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Unleashing the power of competitive benchmarking

BirdEye

To measure anything is to compare it to something else. When you’re in business, there are few better ways to compare your progress than by measuring it against your competitors. Taking a hard and closer look at how you stack up to your competitors will help your company improve and grow. In this article, we’ll tell you how to use competitive benchmarking to improve nearly every aspect of your business.

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The Open CCaaS Advantage Report

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.

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You Need To Have Your Own Back First

One Millimeter Mindset

Have your own back first, instead of solely relying on others to have your back. It’s that simple. When you have your own back, you first and foremost have a clear concept of your own goals and opportunities. Then, as others present options to you, you are better able to assess and evaluate what works for you and what doesn’t. Otherwise, you are easily influenced by other people’s agendas.

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Are You Spending Enough Time Experiencing Your Own Customer Experience?

The DiJulius Group

With overall customer satisfaction in all industries dropping to twenty-year lows, most likely caused by the great resignation, more and more CEOs have decided to literally get on the front lines on a regular basis to better educate themselves on what it is really like to be their customer and customer-facing employees. What about you? Read Full Article The post Are You Spending Enough Time Experiencing Your Own Customer Experience?

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Guest Post: The Future of The Customer Experience: Understanding the Impact of Data Analytics on Your Customers

ShepHyken

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade. Ten years ago, customer interactions were often limited to in-person or phone calls, and businesses had limited means to track customer behavior and preferences.

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Unlock valuable insights with SMS text message survey

BirdEye

Did you know that SMS messaging has a 98% open rate? Because of this, it has become a popular method for businesses to engage with customers. To leverage this opportunity, companies use it to gain a better understanding of their customers through SMS text message surveys. In this blog post, you’ll learn the best ways to optimize your SMS surveys and what scenarios you can use them for so you can get the most out of them.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Can Visual Appeal Boost the Customer Experience?

Steve DiGioia

We shop at any business for the products or services they offer. Hopefully, their service and price are in line with our expectations too. But does the look of the business matter and can the visual appeal boost the customer experience? Here’s what I mean… The Power of Visual Appeal Many years ago, some themed restaurants like Fridays, for example, thought it was cool to hang all kinds of assorted “junk” on their walls.

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The Power of AI: How Retail Marketers Can Do More With Less Ahead of the Holidays

Blueshift

In the fast-paced world of retail and e-commerce , staying ahead of the competition requires innovation, strategic decision-making, and the right tools to get it done. As the busy holiday season slowly approaches, it’s crucial that marketers adopt strategies now to ensure efficiency and maximize customer outreach later. This is where AI comes in, especially as marketers are tasked with doing more with less.

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Transactional VS Emotional Customer Loyalty with Mark Ross-Smith

ShepHyken

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Loyalty 62
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5 Marketing Strategies to Increase Enrollment (without blowing the budget)

Comm100

The competition for higher education students has potentially never been harder than it is today. Since 2017, postsecondary enrollment in the US has fallen by 9%. Worse yet, it doesn’t look like this trend is set to change any time soon. To tackle this competitive landscape, colleges and universities can’t rely on their current strategies to attract students.

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How Intent Data Helps Marketers Convert A-List Accounts

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.