Sat.Mar 02, 2024 - Fri.Mar 08, 2024

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Unstructured Data is the Key to Improving the Customer Experience: Here’s Why

InMoment XI

Any successful business knows that understanding their customers is key to success. The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. What is Unstructured Data? Unstructured data refers to information that doesn’t have a predefined data model or isn’t organized in a structured manner like traditional databases.

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How to Choose the Best Data Collection Methods for Your Business?

CSM Magazine

In today’s world, where data holds importance, businesses of all sizes must collect and analyze data to gain valuable insights into customer behavior, market trends, and operational efficiencies. However, with a range of data collection methods, it can be daunting to determine which ones are most suitable for your business’s unique needs.

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8 Metrics Every Online Business Should Monitor

SurveySensum

Businesses have yet to be known to thrive out of sheer luck. We might see a business and think ‘That is got to be luck’ but no, the grass is greener on the outside. Multiple metrics are considered that help shape the success of businesses. For example, these are some of the key metrics: businesses keep track of the visitors to their website and their interactions on the page – how many bounced off the page, at what point of the page they left, and from what keywords they get converted fro

Metrics 52
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Boost Your Net Promoter Score: Using Sentiment Analysis to Improve NPS

Zonka Feedback

What connection does sentiment analysis have with boosting NPS? While the Net Promoter Score (NPS) provides a valuable snapshot of customer loyalty, sentiment analysis highlights the underlying reasons behind a customer's score. It tells you the specific aspects of your product, service, or brand experience that are driving satisfaction or dissatisfaction.

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The Ultimate Guide to Monetizing Customer Learning

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.

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25 Top “Thank You for Your Feedback” Responses for Improved Customer Relations

Retently

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count.

Feedback 128

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Why Customer Experience Success Requires A Great Employee Experience

Experience Investigators by 360Connext

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. C-Suite leaders say employee experience is the top priority when thinking about customer experience.

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Blue Ocean Named as Finalist in 2024 Stevie® Awards for Sales & Customer Service

BlueOcean

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Blue Ocean will ultimately be awarded a Gold, Silver, or Bronze Stevie Award during a gala banquet on Friday, April 12, at the Bellagio in Las Vegas, Nevada.

2024 177
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The ROI of Generative AI in CX: The Financial Case for AI Automation

TechSee

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. However, the cost of AI talent, AI training, tuning, and refinement, as well as LLM consumption-based tokens at scale, begs the question, is Generative AI in CX a financially sound endeavor?

ROI 109
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Likert Scale: Gauging the Attitudes of Your Customers

InMoment XI

It is hard to talk about survey methodology and practices without mentioning the Likert scale. While some may think the Likert scale is only used in academic research, it is a cornerstone of survey strategies across various industries such as travel & hospitality, automotive, and financial services. What is the Likert Scale? The Likert Scale, named after psychologist Rensis Likert, is a widely used tool in social science research and survey methodology for measuring attitudes, opinions, and

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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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[Experience Action Podcast] Those Needy Customers!!

Experience Investigators by 360Connext

Ever felt like you’re walking a tightrope trying to satisfy high-maintenance clients while keeping your team’s spirits high? You’re not alone, and in this episode, we’re tackling that very challenge. Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can become your North Star, guiding every client interaction to reflect your company’s core values.

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Drip marketing: How to plan and execute effective campaigns

BirdEye

Have you ever heard of the “Rule of Seven?” It’s a theory that a consumer must be exposed to a brand or product seven times before purchasing. While this isn’t necessarily a hard and fast rule, there’s truth behind it — consistent and repeated exposure plays a crucial role in transforming potential customers into actual buyers. Today’s marketers understand this well.

Marketing 111
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Do You Give Your Customers an Experience – Or Just a Transaction?

ShepHyken

In the past few months, I’ve been to several concerts. I’d say the entertainers were legends in the industry. Two of them were Bob Dylan and Ringo Starr (of the Beatles). Both are talented beyond words. They both have successful careers. They have both been inducted into the Rock and Roll Hall of Fame. It’s important for you to know this, just in case you don’t know who they are.

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The Advantages and Disadvantages of Live Chat Support

Comm100

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time.

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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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Uncover the incredible Impact on ROI of Harnessing Customer emotions

Beyond Philosophy

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: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it.

ROI 78
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The Role of AI in Streamlining Quality Management Processes

Playvox

One thing that’s certain is change. This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Yet, should they need help with more complex issues, a knowledgeable, responsive agent should be ready to assist.

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A Company Culture of Good with Chad Jensen

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? How can businesses foster strong connections between their employees and the communities they serve?

Culture 81
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Who can?

Zeisler Consulting

I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote: “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” Now, in his context, we were talking about internal politics and change management in general. As he was putting it, while working on a project, if you’re getting push-back from someone you’re working with, think hard about whether that person is simply gate-keeping or actually even has the permiss

Hotels 93
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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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Culinary kudos: 35+ good restaurant review examples to use 

BirdEye

A positive review can substantially enhance your restaurant chain’s online presence and notably increase foot traffic. However, garnering such reviews is no small feat. Encouraging customers to leave feedback that highlights all the desirable aspects can be a daunting task. You can overcome this challenge by having a few well-crafted restaurant review examples handy.

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How to Speak the Love Language of Loyalty

Braze

Understanding and fostering customer loyalty is crucial for brands. With customers belonging to multiple loyalty programs, retention has become a new challenge. Brands need to earn loyalty by building trust, deepen it through personalized experiences, and spread it via community-based growth.

Loyalty 98
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How We Felt About What We Watched: Exploring Netflix Engagement and Sentiment

Brandwatch CX

How did consumers feel about the top 10 most-watched Netflix shows in 2023? Discover consumer sentiments and opinions in our latest research.

2023 109
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Tooling Up for Success: Unleashing Representative Efficiency with Glia Workzone

SaleMove

To serve customers and members efficiently and effectively, agents must be set up for success. Here’s how to do it with a seamless agent experience. The post Tooling Up for Success: Unleashing Representative Efficiency with Glia Workzone appeared first on Glia Blog | Digital Customer Service Explained.

Blog 89
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11 Tips to Drive Learning Content Consumption

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,

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How to change your Facebook Page name in 6 steps only

BirdEye

Your brand’s online success depends on the platforms you choose to engage with your audience. According to a survey conducted by Birdeye, a staggering 87% of consumers consider Facebook to range from “pretty important” to “mission-critical” in their decision-making processes. This social media statistic is not just a number; it highlights Facebook’s significant role in shaping consumer choices.

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The Secrets of Customer Engagement

Braze

Top marketing professionals reveal winning customer engagement processes that deliver better business results, greater efficiency, and stronger customer relationships.

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Top 5 Customer Service & CX Articles for Week of March 4, 2024

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 comments about each article and would like to hear what you think too. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!

2024 59
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Powerful Chat Support Scripts To Boost Your Customer Satisfaction

SurveySensum

Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. The global market for live chat software was worth $755.23 million in 2020, and you can expect to see that grow at a CAGR of 8.8% and reach $1.7 billion by 2030.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.