ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. My Comment: Let’s kick off this week’s Top Five with another excellent article from my friend Dan Gingiss, who writes about your competition – and it’s not who or what you think.

2024 80

2024 Article Customer Service Government 80

BirdEye

JANUARY 25, 2024

Reviews are the modern-day word of mouth. Reviews can also be repurposed for various channels and become one of your best marketing tools. In this post, we’ll cover how automating your review sharing can help you generate buzz for your brand across social networks. How does automated review sharing work?

Social Media 110

Social Media Brands Multi-Channel Demo 110

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Attract new talent?

Engagement 73

Engagement Contact Center Culture Metrics 73

Retently

APRIL 5, 2024

Because in a market brimming with choices, the way customers feel about your business can set you apart. This interconnected retail context demands a cohesive approach, ensuring that customer experience is consistent and positive, regardless of how or where the customer chooses to shop. Why does this matter so much?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Comm100

JANUARY 17, 2024

How does it benefit organizations and customer experience? And what are the first steps for those at the beginning of this journey, and what advanced strategies can those who have already adopted automation employ to scale new heights? Why should businesses lean into automation? Chapter 2 Why should you lean into automation?

Customer Service 77

Customer Service Technology Interaction Customers 77

Lumoa

FEBRUARY 2, 2023

Where and how they take place has changed, of course. With a strategic approach, you can design an optimal customer experience that will encourage your customers to return. It is the sum of all customer interactions with a company or brand, from their first contact to post-purchase follow-up. Customer experience is the line.

Retail 94

Retail Net Promoter Score Customer Experience Loyalty Programs 94

ShepHyken

OCTOBER 30, 2020

This week we feature an article from Esther Lowde, a Marketing Executive at telbee. She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. 1 Voice Technology Helps Keep Things Personal. 2 Voice Technology Improves Accessibility.

Technology 133

Technology Customer Service Travel Customers 133

Retently

MARCH 20, 2024

What can the CATI survey do for your research? Key Takeaways CATI (Computer Assisted Telephone Interviewing) upgrades traditional phone surveys with modern technology, enabling multilingual support, better respondent management, and direct data entry into a structured database. Let’s explore what they entail.

Connections 78

Connections Insights Feedback Technology 78

Magellan Solutions

SEPTEMBER 29, 2023

Especially in the modern world, where business transactions are becoming more and more multi dimensional. Read on to find out how inbound support services can help with your business growth! Buckle up; we’re about to journey to the heart of modern business growth. What does this mean for your business?

Customer Satisfaction 52

Customer Satisfaction Loyalty Reference Exceptional Customer Service 52

Currency Alliance

APRIL 15, 2024

Offering your own points could be less desirable than other options at your disposal. They’re a low-cost incentive compared to other forms of incentives such as discounts, cashback, affiliate marketing offers, or paying for search traffic from Google. If they think they can earn at least $25 per year, they are likely to join.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Kustomer

JUNE 6, 2023

Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. For the complete guide to how CRM software can also help improve your CX, download our latest ebook. CSAT score is just one of many tools that can be used to measure customer satisfaction.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

BirdEye

JULY 5, 2023

However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. And that is done with relationship marketing. This blog helps you grow your business with relationship marketing. Table of contents What is relationship marketing?

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

West Monroe

MARCH 14, 2024

In the constantly changing business world, where volatility and unpredictability have become the norm rather than the exception, achieving tangible financial results has never been more challenging. In today's market, the allure of new technologies, especially generative AI, can sometimes distract from the real goal: creating value.

Banking 40

Banking 2030 Financial ROI 40

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. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work?

Roadmap 118

Roadmap Feedback B2B Interaction 118

Magellan Solutions

JANUARY 19, 2024

Why is a 24-hour front desk hotel essential in modern hospitality? Discover how this round-the-clock service enhances the charm of your hotel. With our insights, your hotel can enhance guest experiences and streamline operations. A 24-hour front desk at a hotel ensures that guests can always check in or get help.

Hotels 52

Hotels Hospitality Guest Experience Travel 52

ReviewTrackers

AUGUST 5, 2020

What is Customer Experience Marketing? Customer experience marketing is the strategy of focusing marketing efforts on the customer and improving how the customer experiences your product or services. . Is Customer Experience Really Marketing? That’s why marketers need to step up to the plate.

Customer Experience 122

Customer Experience Marketing Social Media Customer Journey Mapping 122

Magellan Solutions

SEPTEMBER 23, 2021

Leverage outsource telesales to improve your online digital marketing efforts. Thus they amp up their marketing and sales efforts online, which is the practice of online digital marketing. Online Digital Marketing Noise and the Pandemic: What is the Sweet Spot? To go digital has become the mantra of most businesses.

Marketing 98

Marketing B2C B2B Sales 98

CSM Magazine

JANUARY 19, 2023

With the higher adoption of the internet and technology, online shopping has become a new standard for shoppers of any age. This tech-driven solution does more than increase your sales. You can handle your employees’ schedules, track inventory, and collect data for personalized business strategies. Surprisingly, 2.14

E Commerce 52

E Commerce Sales 2024 2025 52

Lumoa

SEPTEMBER 30, 2022

Plus, their customers are also two times more likely to try new products or services. . This includes an ever-changing landscape, increasing competition, and new technologies, among many other variables. . Let’s take a closer look at the impact, which we can still see today. . Real-Time Everything.

Banking 94

Banking 2023 Customer Experience Financial 94

Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . This article will detail the importance of customer experience in telco (with a specific focus on the European market) and how it has been influenced by the global pandemic.

Customer Experience 94

Customer Experience Telecommunications CEM Net Promoter Score 94

Magellan Solutions

DECEMBER 12, 2023

We all know how annoying it can be to receive a random call from someone offering a product or service we don’t need or want. How do you make a good first impression, build rapport, and persuade them to take action? How Can It Drive Business Growth? But what if you are on the other side of the phone?

Social Media 52

Social Media Call Center Feedback B2B 52

Beyond Philosophy

JANUARY 12, 2022

It’s the “Voice of the Product (VoP),” and it can tell you a lot about what your customers want. The VOP adds another data stream from a crucial part of a customer’s experience—using the product. With this data, organizations can anticipate and provide a proactive experience. . In the last few years, IoT technology has advanced.

Contact Center 78

Contact Center Connections Competitive Advantage Technology 78

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. The conversation identified several contact center trends that, if addressed effectively, can lead to the transformation of two critical elements of operational success: people and technology. .

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

Playvox

JANUARY 25, 2024

This guide will explore the whats, hows, and whys of workforce optimization. It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. What is Workforce Optimization?

Contact Center 77

Contact Center Omnichannel Net Promoter Score Management 77

West Monroe

DECEMBER 11, 2022

These circumstances—and a looming market correction—pose a number of questions to banking leaders: Do we simply batten down the hatches and play the defensive game of tighter budgets and conservative underwriting? Or do we invest in improving our competitive position in the market when the majority of institutions are gun shy?

Banking 52

Banking Marketing 2008 Financial 52

Kustomer

JANUARY 11, 2022

With the growth of e-commerce, businesses can now sell in a global marketplace. In fact, more than two billion people bought online in 2020, with worldwide e-commerce sales exceeding $4.2 With this market only growing, there’s never been more potential for an online business to expand and see greater profits.

Customer Service 98

Customer Service E Commerce E-support Customer Retention 98

Daniel Group

MARCH 23, 2022

At The Daniel Group, we are learning more and more about referral activity in the B2B world, and we now have three tips to help you increase your referral activity and fire up your customers to become your best sales force. billion results) than there are for getting “getting referrals in B2B sales” (122 million).

Sales 105

Sales B2B Reference Metrics 105

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? Insightful analytics is possible with modern technologies such as Lumoa that have machine-learning-based text analytics. And yet, these decisions are extremely difficult to make because the outcomes can be very uncertain.

ROI 103

ROI Customer Experience NPS Financial 103

Lumoa

APRIL 13, 2020

So how do you make the most out of your voice feedback? With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. What is voice feedback?

Customer Insights 83

Customer Insights Feedback Insights Social Media 83

Comm100

FEBRUARY 6, 2024

From fitness apps that turn exercise into a game to work environments that use game-like rewards, this concept is everywhere and still spreading its wings. In fact, the global gamification market size is projected to surpass $116.68 It’s also changing how we learn, especially in schools and colleges. billion by 2032.

Engagement 40

Engagement 2030 Feedback Technology 40

CSM Magazine

OCTOBER 19, 2023

While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. Ease of booking, from user-friendly interfaces to quick response times, are an essential requirement of modern traveller needs.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. Brands no longer need to be held hostage by legacy rules engines.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Ecrion

JANUARY 16, 2020

EDM marketing is one of the best ways to reach potential customers. Email should be a focal point of any modern marketing campaign because of it’s potential to reach an enormous audience. But what’s the difference between traditional email marketing and EDM Marketing? What is EDM Marketing?

Marketing 81

Marketing Social Media Advertising 2023 81

ShepHyken

NOVEMBER 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. 7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to.

2018 90

2018 Article Customer Service 2019 90

QuestionPro Audience

JULY 28, 2022

Well, there are many reasons for the industry to be interested in this, one of which being its ability to collect large amounts of data from a diverse range of respondents. Digital ethnography is a research method that helps researchers gain more insight into participant behavior. Digital Ethnography Benefits.

Presentation 78

Presentation Insights Culture Innovation 78

Magellan Solutions

SEPTEMBER 13, 2022

But with the advancement of technology, the BPO debt collection process is now taking the digital approach through the help of Artificial Intelligence. . Artificial Intelligence (AI) is computer software that can mimic human behavior. 4 Ways How AI Improves BPO Debt Collection Process. Debt Recovery Prioritization.

Communication 75

Communication Financial Interaction Customer Relationship Management 75