InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

JULY 13, 2022

Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. NPS is a metric designed to measure customer experience. They generally have a positive view of your brand (meaning if they do contact you with a complaints, they’re often more forgiving).

Net Promoter Score 491

Net Promoter Score Customer Retention NPS Social Media 491

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. What is Customer Experience Transformation? Customer experience transformation goes beyond cosmetic changes and surface-level improvements.

Customer Experience 260

Customer Experience Omnichannel Innovation Loyalty 260

InMoment XI

JULY 4, 2022

2022 is being branded as “ The Year of the Squeeze. And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. Unsurprisingly, the answers were return on investment, finding budget space, and enabling stakeholder buy-in.

ROI 493

ROI Return on Investment Social Media Measurement 493

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 324

Touchpoint Customer Experience Design Reference Brands 324

Experience Investigators by 360Connext

NOVEMBER 7, 2023

personalized, convenient, and fulfilling experiences. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. But now comes the big question: What does it take for customer experience teams to build loyalty and retention?

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. And how do offshore solutions, interpreters, and texting play a role? The impact of bilingual support on the customer experience cannot be understated. But what mix of live agents versus AI is best for your business? It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

APRIL 11, 2023

” Where does quality fit in the context of customer experience? Maybe, but when customers discuss a “great” experience, they often mention things like convenience, communication and feeling “cared about” by their banks. So what’s the definition of a “quality” customer experience for these banking customers?

Customer Journey Mapping 162

Customer Journey Mapping Banking B2B Definition 162

BirdEye

NOVEMBER 30, 2023

While online bookings are still popular, curated travel experiences are also gaining traction. They prefer a relaxed travel experience, focusing more on enjoyment rather than planning. Table of contents How do you develop the best marketing strategy for travel agencies? How do you market your travel agency?

Travel 108

Travel Marketing Social Media Hotels 108

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

BirdEye

JUNE 16, 2023

Knowing how your customers feel about your brand makes growing a business easier and more efficient. Regularly conducted brand surveys help you gather such feedback. But brand surveys come in many different forms and choosing the right one is important to reap the benefits of your investments.

Brands 98

Brands Social Media Insights Feedback 98

SurveySparrow

APRIL 30, 2024

Online reviews are like a digital mirror for your business – they reflect perceptions of your brand through the eyes of your customers. Like the magic mirror in ‘Snow White’, they also have immense power, because they are the factor that will help a customer decide whether to choose you or your competitor.

2024 52

2024 Management Feedback Metrics 52

BlueOcean

OCTOBER 23, 2023

You want to find out the history and organization of a vendor to establish a foundation for their capacity to deliver on the scope and become a long-term partner. List Company Facts How long have you been in business? How many full-time employees do you have? How many physical centers do you operate? For remote training?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

BirdEye

MAY 13, 2024

Audience insights tools help businesses go beyond the basic demographics and explore aspects like customer buying behavior, interests, brand loyalty, content preferences, and values, to name a few. How well you know your audience determines the success of your marketing campaigns. That’s precisely what audience insight tools do.

Insights 62

Insights Social Media 2024 Multi-Channel 62

BirdEye

JULY 10, 2023

Diving deep into competitor and market intelligence can reshape your approach. In this blog, you’ll learn how to leverage competitive intelligence effectively keeping you one step ahead in your market. I love being able to monitor my competitor’s reviews. It’s an invaluable tool for businesses of all sizes.

Social Media 94

Social Media Competitive Advantage Financial Multi-Channel 94

BirdEye

MAY 30, 2023

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 business, that standard can be your past performance, industry norms, or your competitors.

Social Media 98

Social Media Metrics Advertising Measurement 98

BirdEye

MAY 15, 2023

Are you looking to build a successful brand? Do you want to create an engaging and memorable customer experience? If so, then developing a strong brand strategy is essential. A well-crafted brand strategy can help your business stand out from the competition, allowing it to reach its full potential.

Brands 98

Brands Social Media Communication Consumers 98

BirdEye

JUNE 21, 2023

” That’s where competitor analysis comes into play. This powerful tool lets you dissect your competitors’ strategies, strengths, and weaknesses, enabling you to make data-driven decisions that propel your business forward. Table of contents What is competitor analysis? Why is the competitor analysis beneficial?

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. Ready to start?

Net Promoter Score 124

Net Promoter Score NPS Insurance Airlines 124

TechSee

FEBRUARY 12, 2024

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. This post will explore how enterprise leaders can find the optimal first initiative for using AI to augment or automate their customer experience or service.

Innovation 109

Innovation ROI Technology Measurement 109

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. More than 80% of business leaders see customer experience as a growing priority in 2024. That’s where customer experience platforms come in.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

BirdEye

FEBRUARY 14, 2023

The way people perceive your company online has a huge impact on your bottom line and can make or break you as a brand. That’s why working with online reputation management consultants is essential for businesses to stay competitive in today’s market. Table of contents What is an online reputation management consultant?

Consulting 97

Consulting Management Social Media Multi-Channel 97

BirdEye

NOVEMBER 15, 2023

When shoppers express their love for your brand online, they’re not just speaking to friends; they’re announcing to the world that you are the best in the business. To build a 5-star online presence, you must take a strategic approach to collecting and managing reviews. Let’s dive in. Watch the Free Demo Now.

Retail 109

Retail Brands E Commerce Demo 109

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. So, let’s get started.

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

BirdEye

SEPTEMBER 12, 2023

There is heavy competition among brands on social media. Social media marketing is important for businesses of all sizes as it helps you reach your target audience, build relationships, and foster a community that aids brand recall efforts. And that means knowing your direct competitors’ actions on social media.

Social Media 104

Social Media Measurement Brands Leadership 104

CSM Magazine

MAY 15, 2024

Whether you’re writing for a class assignment or for a professional publication, understanding how to approach this subject is key to crafting a compelling and insightful piece. Or are you interested in exploring the broader impact of customer service on customer loyalty and brand reputation?

Customer Service 52

Customer Service Poor Customer Service Customer Service Representative Presentation 52

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. Table of contents What is restaurant reputation management? Restaurant reputation management refers to the processes you use to track, respond to, and address customer feedback.

Management 107

Management Social Media 2007 Reference 107

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t. It’s also highly actionable.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. out of 100, well below the all-sector average of 78.1.

Interaction 221

Interaction Telecommunications 2018 2013 221

BirdEye

MARCH 24, 2023

Table of contents Business development defined Differences between business development and sales Business development versus sales development Differences between business development and marketing What does a business development manager do? To succeed, businesses must have a comprehensive and strategic approach to business development.

2023 98

2023 Return on Investment Social Media Sales 98

BirdEye

MARCH 10, 2023

In this article, we’ll cover what a social media audit is, how to do an audit, and provide a free, comprehensive social media audit template for businesses to use right away. Determine your objectives: Define the objectives of your social media presence, such as brand awareness, lead generation, customer service, or community building.

Social Media 98

Social Media 2023 Metrics Return on Investment 98

Daniel Group

JANUARY 26, 2022

The Daniel Group’s extensive CX data effortlessly reveals the top three reasons to start a Customer Experience program at your B2B company that has nothing with online buzz. Right now, Customer Experience (CX) is one of those topics getting a lot of attention. If you do a Google search on Customer Experience, it returns 4.2

Customer Experience 105

Customer Experience B2B B2C Touchpoint 105

Lumoa

FEBRUARY 7, 2023

How do you collect VoC data? How to make customer-centric decisions based on VoC Creating a full overview of the Voice of Customer What is the Voice of the Customer (VoC)? By utilizing VoC, businesses can gain valuable insights into how their customers truly feel about their products, services, and overall brand image.

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

BirdEye

MARCH 17, 2023

Social listening refers to observing conversations about your brand, product, or industry across all social networks. It’s an active process companies use to identify and analyze conversations about their brand that are taking place online to better understand customer sentiment and interests. These actions are short-term gains.

Social Media 98

Social Media Feedback Insights Brands 98

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. There must also be a process behind delivering an amazing customer experience. A confused buyer will likely move on and find a place that’s easier to do business with.

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

BirdEye

SEPTEMBER 15, 2023

With Artificial Intelligence, sales teams can change how they approach selling and significantly increase lead generation, lead conversion, and overall customer experience. Using AI in sales helps businesses manage administrative and non-consumer-facing tasks such as lead generation, lead scoring, categorization, and follow-ups.

Sales 109

Sales 2023 Demo Social Media 109

BirdEye

SEPTEMBER 6, 2023

When businesses take customer feedback and overall brand perception seriously, they significantly improve their conversion rates, brand value, and revenue. This blog post explores how local businesses can leverage marketing surveys to gain a strategic advantage in the industry. Table of contents What is a market survey?

Marketing 57

Marketing NPS Advertising Brands 57