Sat.Jul 02, 2022 - Fri.Jul 08, 2022

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How Quick Service Restaurant Brands Can Drive Profitable Guest Experience Programs

InMoment XI

Many restaurants, including quick service restaurants (QSRs) are overwhelmed by the impact of online reviews. As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting. Meanwhile, nearly two-thirds (64%) of people now Google a business before visiting—and a whopping 94% say a negative review has caused them to avoid a business altogether.

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As Brick & Mortar Retail Bounces Back Where Does The Future Lie?

Beyond Philosophy

The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.

Retail 160
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The Ultimate Guide to Create Effective Survey Questions

Alida

This may come as a surprise, but survey design can be a creative process. With so many question types available, it can be overwhelming. Which question type should you choose? Why?

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A utility’s journey to a more digital customer experience

West Monroe

Becoming digital is not simply a project that utilities embark on. Rather, it’s an evolution and a way of being that will be necessary for survival. Customers today expect that electric, gas, and water service providers will have an immersive and cohesive digital experience—it’s more than customers merely going online and paying their bills.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Brand Equity: What It Is, the Benefits, and How to Build It

InMoment XI

When customers are looking for a solution to a problem, they will often turn to a company they trust. Sometimes, they will choose that company even if the product is slightly more expensive because they recognize and trust the name. For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it.

Brands 492

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The Best Twitter Analytics Tools

Brandwatch CX

With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account. Some may wish to track the tweets about their brand or competition, some will want to engage with leads or clients, and others may wish to track the success of their campaigns, among tons of other options. You can plenty of this with Twitter search.

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Keep Spray-and-Pray at Bay: Best Practice for In-App Messaging Campaigns 

Optimove

We all know that personalization is key to the success of any CRM Marketing strategy and that is especially true when it comes to a key component in those strategies – mobile app marketing. Long gone are the spray-and-pray days that inevitably resulted in irrelevant, inconsistent messaging, meaningless content, and failure to take into account past interactions and personal preferences.

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4 Keys to Transforming Your CX Program to an ROI-Focused, Revenue Generating Machine

InMoment XI

2022 is being branded as “ The Year of the Squeeze. ” Challenging economic conditions that are bordering on a recession have forced businesses to either raise prices, cut costs, or a combination of both. And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program.

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How to Build a Chatbot in 8 Steps without Coding

Comm100

As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT). Research shows that 45% of users already prefer chatbots as the primary mode of customer service communication. .

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The 2023 Verint Experience Index: Retail

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

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Amazing Business Radio: Matthew Holman

ShepHyken

Earning Customers for Life. How to Prevent Your Customers from Shopping Your Competition. Shep Hyken interviews Matthew Holman, head of growth at QPilot , an eCommerce software company that makes subscriptions more flexible for brands and customers. He shares how subscription models can shape the customer experience to meet the changing needs of their customers.

Brands 79
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Creating a Customer Loyalty Program? Get Started in 5 Steps.

ClientSuccess

As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. . Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers.

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How Do You Ensure Your Engagement Platform is Secure?

SaleMove

How do you ensure your communications platform is secure? Explore key questions financial institutions should ask their fintech providers about security. The post How Do You Ensure Your Engagement Platform is Secure? appeared first on Glia Blog | Digital Customer Service Explained.

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Inviting customers to join Communication Category

SAP Customer Experience

Continuing the blog series of Building Communication Channels for Personalized Engagements Here we are going to create a campaign to invite your existing customer base to join the Communication Category. You should define the target group that is relevant for your communication channel or newsletter. This invite might not relevant.

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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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5 Top Customer Service Articles of the Week 7-4-2022

ShepHyken

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. 7 Top AI Trends in Customer Service by Zendesk. (EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done.

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It’s Time to Shift Right

Totango

It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers.

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Why NRR (net revenue retention) is the one metric to rule them all for SaaS

ChurnZero

This article was originally published on Forbes.com. “Oh, by the way, what’s your customer retention?” asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur.

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Building Communication Channels for Personalized Engagements

SAP Customer Experience

Are you facing challenges to improve the engagements with your marketing campaigns? Is it difficult to share content that your customers are really interested in consuming? Defining the right audience and content is the key to reach better engagement. In additional to building intelligent contact segmentation for your campaigns, you.

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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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When Your Company Becomes a Verb

ShepHyken

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

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Great SEO Builds Community and Great Community Improves SEO

Lithium

Plant the seeds of a flourishing community with SEO. Just because you built it in the digital world doesn't necessarily mean the people will come. Communities across the digital sphere are dependent on the life-blood of traffic. A thriving community is often based solely on user traffic. Traffic can come from various sources: Twitter ads, Facebook posts, in-app guides, word of mouth, etc.

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Automated text message methods for better customer experience

BirdEye

Eighty-five percent of Americans bring their smartphones everywhere they go. Their iPhones and Androids are constantly in their pockets, purses, and the palms of their hands – and that’s why texting is one of the most powerful ways to communicate with your customers. As you continue to scale your business, you might have trouble staying connected to your growing customer base.

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The Best Instagram Analytics Tools

Brandwatch CX

If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you. Instagram has been expanding its marketing options for some time, and accordingly the number of brands marketing on Instagram has grown from 11.5% in 2013 to 32.3% in 2015. Furthermore, it is one of the best platforms to advertise on – a Forrester report has shown that engagement with brands on Instagram is 10 times higher than Facebook, 54 times higher than Pinterest, and an astonishing 8

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Why Prioritizing B2B Customer Experience Matters?

Zonka Feedback

When you think about the importance of customer experience, you could be forgiven for your mind wandering to the B2C environment. After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up. But let’s consider just a couple of things here; firstly, your customers are your business.

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How Conversational AI Can Optimize Your Workforce

Interactions

The current labor shortage is a big problem, especially for contact centers. According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”.

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Strong Investment in CX Sees Sabio Group Drive Record Growth

CSM Magazine

Sabio Group , the digital customer experience (CX) transformation specialist backed by Horizon Capital has announced strong financial and operational performances in its annual report and accounts, published today. In the year to Sept 30 th 2021, the Group’s turnover increased by 52.8% to £152.5m (2020: £99.8m) while gross profit jumped 43% to £54.5m.

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The Impact of a Well-Defined, Designed, and Determined CS Ops Team

Gainsight

It is increasingly apparent that having a CS Ops team and leader is becoming a necessity. Why? Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. It’s about product-led growth. It’s about adoption, analytics, and expansions.

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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.