BirdEye

SEPTEMBER 6, 2023

Think about the last time you wanted to buy something, hire a trustworthy contractor, or visit a new restaurant you’ve been wanting to try, chances are, before you even took the next step you probably let your fingers do the walking first, online. Online reviews unlock a wealth of knowledge for prospective customers. From the smallest purchases to a huge investment such as a car, online reviews are the new digital word-of-mouth and have the potential to sway purchase decisions and shape the succ

2023 113

2023 Consumers Multi-Channel Healthcare 113

Braze

SEPTEMBER 6, 2023

New features and partnerships help streamline data integration and reduce data complexities to break down silos between marketing and technical teams

Innovation 52

Innovation Brands Marketing 52

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If you had asked me this question a month ago – or asked it a month from now – there could be a different answer. But today’s answer is not just timely, but also timeless. And the answer is: The Speed to Happiness The meaning of this short answer is simple.

Customer Service 84

Customer Service Workshop Customer Service Training Definition 84

SAP Customer Experience

SEPTEMBER 5, 2023

Support is naturally a data-intensive business. Leaders have access to tons of operational data, customer sentiment, and experience data. It was not until process mining technology and -to-Process approach was available that we were finally able to connect the data sets and understand the cause-and-effect relationship. The process mining insights.

Insights 82

Insights Connections Technology Customers 82

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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

Win the Customer

SEPTEMBER 6, 2023

In today’s fast-paced digital world, customer expectations are higher than ever, and they demand quick and efficient responses. This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business. It’s the bridge that connects consumers to products and services, and how companies handle customer inquiries and issues can make or break their reputation.

Customer Service 64

Customer Service Customers Interaction Customer Expectations 64

ReviewTrackers

SEPTEMBER 7, 2023

It’s common knowledge that testimonials are important for any business, and it’s because they provide three major benefits: Increased online conversions Improved SEO performance Establishes social proof However, it’s not enough to just talk about these benefits, which is why we’re adding some real-world examples to give you an idea of how testimonials can have a positive impact on customers.

Customers 123

Customers Blog Information Article 123

BirdEye

SEPTEMBER 8, 2023

In the digital finance age, your online reputation is as valuable as your investment portfolio. Financial services companies, like investment firms, banks, and insurance agencies, operate in a landscape where trust and credibility are paramount. One wrong move, or even a false allegation, can significantly impact your business. That’s why online reputation management (ORM) is not just an optional strategy; it’s a necessity.

Financial 104

Financial Management Social Media Banking 104

Magellan Solutions

SEPTEMBER 6, 2023

Written by: Janselle Miguel Artificial Intelligence (AI) is more than just a buzzword in today’s digital age. Instead, it’s a powerhouse tool transforming the service provision game. True to this, over half of marketing leaders already harness AI’s potential. Another 27% are gearing up to do so within the next two years. Why the AI frenzy?

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

”My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What other things should we consider? I’d love to hear your feedback.” Traditional focus groups have been popular for gathering real-time customer feedback for decades.

Feedback 143

Feedback Insights Customer Experience Connections 143

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. The modern consumer landscape is ever-evolving, and agents need personalized coaching to adapt.

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. However, only 30% of leaders feel that way. In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience.

Leadership 84

Leadership Culture Financial Retail 84

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. If recordings were published, your grandmother would surely blush! Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA).

Interaction 62

Interaction Customer Service Contact Center Multi-Channel 62

CSM Magazine

SEPTEMBER 6, 2023

Have you ever worked in a call center? Better yet, have you ever had to manage one? If you have, you would know that dealing with frustrated and angry customers is part of the job. It’s a stressful time for both the client and the agent. Statistics show that 74% of workers at call centers are likely to experience burnout. If one were to give this situation some thought, a number of questions would arise.

Customer Care 98

Customer Care Call Center Customer Service Representative Customers 98

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

2020 Research

SEPTEMBER 4, 2023

Have you ever wished you could delve into the minds of your target audience? To uncover their true emotions, thoughts, and desires, even if left unspoken? Traditional research methods may fall short when it comes to understanding the deeper nuances of consumer behavior. That’s where Sago’s innovative neuromarketing tools come into play. Through techniques such as eye tracking, usability/UX testing , and emotional measurements, Sago Research Labs empowers businesses to uncover the uns

Measurement 98

Measurement Consumers Insights User Experience 98

ShepHyken

SEPTEMBER 4, 2023

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 comment about each article and would like to hear what you think too. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

Article 67

Article Customer Service Hospitality Hotels 67

CX University

SEPTEMBER 7, 2023

This content is password protected. To view it please enter your password below: Password: The post Protected: CX UNIVERSITY DRIVING CUSTOMER EXPERIENCE INTO THE AUTOMOTIVE INDUSTRY appeared first on CX University.

Automotive 97

Automotive Customer Experience Customers 97

C3Centricity

SEPTEMBER 8, 2023

Introduction: [Capture the reader’s attention by highlighting the importance of personalization in delivering exceptional customer experiences. Explain how organizations that leverage customer […] The post The Power of Personalization: Unleashing Customer Data Analytics for Tailored Experiences first appeared on c3centricity.

Customers 90

Customers Customer Experience 90

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

Contact Center

kommunicate

SEPTEMBER 6, 2023

Last Updated on September 6, 2023 Product improvement is no longer a nice-to-have, but a strategic necessity for sustained success. If you are someone who is in charge of driving engagement for your product, some of these questions would have bothered you more often than not – 1. How can I enhance our existing product [.] The post Product Improvement: Practical Tips for Enhancing Your Offerings – With Use Cases appeared first on Kommunicate Blog.

2023 93

2023 Blog Engagement Management 93

BirdEye

SEPTEMBER 6, 2023

Knowing your customer is your business’s first and best competitive advantage. And that information comes from various sources, especially market research surveys, marketing surveys, and other customer surveys. When businesses take customer feedback and overall brand perception seriously, they significantly improve their conversion rates, brand value, and revenue.

Marketing 57

Marketing NPS Advertising Brands 57

Win the Customer

SEPTEMBER 5, 2023

In today’s digital age, social media has become an integral part of our lives. Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate. But beyond personal connections and entertainment, social media has also revolutionized the world of customer service.

Social Media 59

Social Media Customer Service Competitive Advantage Entertainment 59

Helpware

SEPTEMBER 5, 2023

Successful luxury brand companies have come to understand that the days of the high-street store being the only retail outlet are over. Online shopping has now found a firm footing in this market, but the luxury brand customer expects the same level of attention and convenience either way. This means excellent digital customer service should be a high priority for any luxury brand wanting to sustain its growth.

Fashion 90

Fashion Brands Customer Service Retail 90

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: 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? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

Cyara

SEPTEMBER 5, 2023

As the first person customers often speak to, frontline staff in contact centers engage with customers in every kind of mood – happy, frustrated or even just plain angry.

Contact Center 84

Contact Center Engagement Customers Employee Experience 84

Beyond Philosophy

SEPTEMBER 2, 2023

We are very judgmental, particularly when it comes to prices. We can always tell whether something is a good or bad deal. The fact that some of the ways we do this are not as accurate as others doesn’t even occur to us. Knowing that customers have different ways they evaluate your pricing that are sometimes inaccurate shouldn’t upset you, though.

Reference 78

Reference Retail Presentation Consumers 78

SAP Customer Experience

SEPTEMBER 7, 2023

Accelerate your path to success In today’s fast-paced business landscape, organizations are constantly seeking ways to leverage technology and optimize their operations. SAP, one of the world’s leading software providers, recognizes this need and offers a comprehensive program called SAP Preferred Success. This program is designed to fast track and.

Innovation 87

Innovation Technology Customer Experience Customers 87

CSM Magazine

SEPTEMBER 8, 2023

Tom Darnell, COO at IRIS Audio Technologies examines the impact of background noise and how the latest technology can help improve agents’ wellbeing. At some point on a consumer journey, almost everyone has experienced background noise so unbearable you’ve had to repeat yourself – and your private information – over and over again. Not only is this a frustrating waste of time for you (the customer), it can also heavily affect a brand’s reputation.

Brands 59

Brands Average Handle Time Call Recording Technology 59

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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.

Customer Engagement