Innovative CX

JUNE 11, 2024

Why not follow the engineer’s motto when it comes to serving customers? If it isn’t broken, take it apart and fix it! If your contact center is working at peak efficiency, here’s your chance to take it to the next level. I know it sounds strange but are you sure you’re delivering the kind of experience your customers expect from your organization? Are you content with your existing CX approach despite significant shifts in what customers expect from organizations today versus a year ago or even

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Customer Experience Contact Center Customer Expectations Customers 52

Braze

JUNE 11, 2024

Find out why top-performing brands who have achieved advanced data agility have a competitive advantage and how to maximize the potential of your data.

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Competitive Advantage Brands 64

C3Centricity

JUNE 11, 2024

A customer-centric mission statement is a fundamental component for driving success in any organisation wanting to grow more profitably. It provides a clear direction and purpose, uniting the team towards shared objectives and fostering a sense of belonging. By guiding decision-making processes, it ensures that all actions align with the organization’s dedication to customer satisfaction, thereby setting expectations for employees and customers.

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Customer Centricity Measurement Customer Success Customers 81

Middlesex Consulting

JUNE 11, 2024

When a business, either a private or public company or a government agency, embarks on a significant purchase, such as capital equipment, enterprise software, or a combination of both, it typically forms a Procurement Committee. This committee plays a crucial role in ensuring that the business secures the best product from the most reputable seller […] The post Meet or Exceed Your Customer’s Expectations, or Risk Having Her Churn appeared first on Middlesex Consulting.

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Government Consulting Brands Loyalty 78

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2024

Brandwatch CX

JUNE 10, 2024

We dive into the world of Blackpink with mind-blowing facts and stats, and why brands should work with them.

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Brands 105

Experience Investigators by 360Connext

JUNE 11, 2024

Let’s transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

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Communication Document Connections Customer Experience 229

Beyond Philosophy

JUNE 13, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.

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Insurance Customer Experience Culture Customers 117

Middlesex Consulting

JUNE 11, 2024

Note: This article focuses on one topic discussed in a white paper, “BECAUSE I’M THE CUSTOMER!!” A Guide to Managing Your Brand & Customer Experience in the Age of the Customer by Sam Klaidman and Harry Klein. The paper was written in 2012 and has been at the top of a Google search for “Because […] The post Why Delivering a Consistent Customer Experience Is Critical appeared first on Middlesex Consulting.

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White Paper 2012 Customer Experience Consulting 78

ShepHyken

JUNE 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Customer Loyalty Stats in 2023: Loyal Customers Spend More! by Jeff Beckman (The Tech Report) Consumers do not usually just focus on the function and appearance of a product when purchasing products.

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Article Sports Customer Service 2024 78

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

BirdEye

JUNE 13, 2024

Instagram’s reign as king of social media continues and its never been more important to have the right Instagram tools to optimize your business’ presence. The social media platform’s stats speak for themselves. With the platform reaching 2 billion active monthly users, brands ignore Instagram at their own risk. Thankfully, 71% of businesses have realized this, and already have accounts.

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Social Media Multi-Channel Metrics Engagement 65

Think Customers

JUNE 13, 2024

This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. She’s dissected and painstakingly diagrammed each one. When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, c

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CSM Magazine

JUNE 13, 2024

First impressions are more than just fleeting moments—they’re foundational. The Primacy Effect, a psychological phenomenon where individuals remember the first piece of information they encounter more vividly than information they receive later, plays a crucial role in shaping these impressions.Understanding how the Primacy Effect influences customer service can empower businesses to create memorable and positive customer experiences.

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Customer Service Magazine Exceptional Customer Service Hotels 52

SurveySensum

JUNE 10, 2024

Why did Mark give the score ‘5’ on your CSAT survey? What Rachel disliked about the customer service? Open-ended survey questions are the key to answering these questions! Open-ended survey questions are your gateway to rich, detailed insights directly from your respondents. Unlike closed-ended questions that restrict answers to predefined options, open ended survey questions give participants the freedom to express their thoughts, feelings, and experiences in their own words.

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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

Optimove

JUNE 12, 2024

Up your mobile marketing game with this guide Download Now Why it Matters: The Euro 2024 Wagering Intentions Report provides a clear guide for sportsbook operators to deepen player loyalty and optimize customer lifetime value. It reveals that Euro 2024 is an incredible opportunity for operators to attract and engage both current and new players. Key Takeaways: Sportsbook operators get insights on player wagering behavior Respondents indicate their communication preferences – operators can lear

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Sports Insights 2024 Download 52

SurveySparrow

JUNE 9, 2024

Have you ever wondered why some emails grab your attention while others are in the trash? The answer often lies in personalization. Email marketing remains a powerful tool for reaching both B2B and B2C audiences. The key to success is making your emails feel personal and relevant. These days, recipients expect more than just generic messages; they want content that speaks directly to them.

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CSM Magazine

JUNE 13, 2024

The role of an IT help desk extends far beyond troubleshooting technical issues. It serves as the backbone of organizational efficiency and employee satisfaction. Yet the ultimate litmus test for an IT help desk’s effectiveness is its ability to cultivate internal customer loyalty. But how exactly can an IT help desk achieve this? Let’s delve into actionable strategies that can transform your IT help desk from a reactive support function to a proactive driver of employee loyalty.

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Loyalty Multi-Channel Magazine Social Media 52

Provide Support

JUNE 10, 2024

Meticulously crafted canned responses open the door to effectiveness and efficiency in your customer service operations. Find out how to use them.

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Customer Service Customers Article 70

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.

Customer Insights

Braze

JUNE 12, 2024

Discover why in-app messages are an important channel for customer engagement and how to effectively leverage in-app messages as part of your cross-channel strategy.

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Customer Engagement Engagement Customers 64

SaleMove

JUNE 14, 2024

In order to demonstrate value, contact centers need to measure their performance differently. How companies can quantify business value in 3 dimensions. The post Contact Centers as Value Centers appeared first on Glia Blog | Digital Customer Service Explained.

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Contact Center Blog Measurement Customer Service 52

Gainsight

JUNE 13, 2024

People naturally harbor a sense of caution toward the unknown. Microwaves. Emails. Cryptocurrency. The potential gains, like drastically reducing cooking times, don’t matter at first. Instead, there’s a healthy dose of skepticism, with most people waiting for broader adoption before incorporating these new things —however outlandish they may seem at the time—into their lives.

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Social Media Webinar Chief Customer Officer Customers 52

ChurnZero

JUNE 12, 2024

Will your customer success team see further cuts this year? How can CS leaders prove the viability of CS as a business function? And just how much more efficient are AI-equipped CSMs expected to be? Take a mid-2024 dive into these hot CS topics with ChurnZero CEO You Mon Tsang , who recently joined ESG’s Michael Harnum , and Melissa Langworthy for an in-depth discussion on how to retain and grow customers this year and beyond.

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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.

Customers

Braze

JUNE 10, 2024

Discover the top reasons why push notifications are important and how to effectively leverage mobile and web push as part of a cross-channel customer engagement strategy.

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Customer Engagement Engagement Customers 59

Feedbackly

JUNE 12, 2024

A customer journey is not just an event of transactions. It is a much more meaningful interaction that can foster a deeper bond between the customer and the brand. And of course, emotions remain at the heart of a buying journey as they play a critical role in sparking interest, shaping perceptions, and affecting consumers’ buying behavior. Let us explore how customer sentiments influence each stage in the customer journey, ultimately impacting the client’s purchase decisions.

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Webinar Customer Journey NPS Measurement 52

Optimove

JUNE 11, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Marketers often face the challenge of engaging with existing and potential customers effectively and at scale to grow their customer base and quickly penetrate new markets. In this case study, learn how Kaizen Gaming achieved this goal using Optimove’s Customer-Led Marketing Platform.

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Customer Engagement 2026 Engagement Marketing 52

The DiJulius Group

JUNE 12, 2024

Can the way you treat job candidates transform your organization’s success? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray unpack The Employee Experience Revolution, emphasizing how a remarkable recruitment experience can set your company apart. Discover why it’s imperative to treat candidates as valued customers and how moving beyond the.

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Employee Experience Article Customer Service Customers 52

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience