InMoment XI

OCTOBER 27, 2022

The most critical ingredient of effective market research reporting comes in the shape of stories. Especially in the marketing research industry, the research buyers have been identifying the lack of “a story” in the delivered reports by research suppliers. Storytelling. The Importance of Storytelling. Step #4: Communication.

Marketing 260

Marketing Magazine Presentation Reference 260

Experience Investigators by 360Connext

MAY 12, 2020

Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids’ table and be quiet while the adults chat. Supply chains are disrupted. Here’s How to Build One.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

Experience Investigators by 360Connext

JANUARY 18, 2022

Customer experience success requires everyone in an organization to understand what CX success is at this organization, what expectations customers have, and how best to deliver on them. After a year at the company, Pat has settled into a nice, predictable routine. A business discipline. Let’s consider a different approach.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Team Support

JUNE 29, 2023

Does your customer service software help you measure customer expectations? What’s The Benefit Of Focusing On Customer Satisfaction? When your customers are happy , they tend to pay more money for your products and services, creating a sense of loyalty.

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score Customers 97

BirdEye

DECEMBER 26, 2023

But most struggle with the decision as they have no proof that customers will support it. But this can change if your business actively measures brand salience and takes steps to improve it. By monitoring customer signals and feedback, you can know your standing in the market and try to become the #1 choice against all odds.

Brands 105

Brands Social Media Competitive Advantage Measurement 105

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. To deliver on what customers are really looking for, companies need to tackle the challenges in quantifying people’s preferences.

2016 267

2016 Innovation Marketing Insights 267

Alida

SEPTEMBER 21, 2018

Author Seth Godin challenged people in the room to create remarkable work. Marketing’s goal today, according to Godin, isn’t merely to build awareness; rather, the objective is to create a community and do work that matters. The stories you tell won’t resonate with everyone. Tell real stories. Do work that matters.

2018 145

2018 Insights Innovation Feedback 145

Beyond Philosophy

MARCH 28, 2024

They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. After all, I’ve been trying to learn the guitar for the past three years. What’s the silver bullet there? We understand the world by creating mental models of it.

Presentation 78

Presentation Hotels Culture Sales 78

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. However, that’s always been true. Reviczky wrote as a leader, learning from the team what makes them tick at an individual level.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. Have you ever wondered what your investors are looking for in board meetings? Engaging your investors starts by understanding what they care about. Good investors care about the results of your organization.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Integrity Solutions

AUGUST 9, 2023

That’s a reality most of us have been operating in for a number of years now. But what happens when the opportunities stretch out even further ? Deal complexity has grown. Stakeholder groups that have the ultimate say in the decision have become larger, with a broader range of expectations and requirements.

Sales 73

Sales ROI Insights Definition 73

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. In this blog post, we will explore social media advertising and the different types of ads and discuss best practices for creating effective social media ad campaigns that drive results.

Social Media 98

Social Media Advertising E Commerce Fashion 98

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. Whatever shape the feedback takes, it contains valuable information that can be used to improve your business’ performance. However, first, you have to know where to look!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. In addition, we asked the authors to share a quote and explain what made them write the book and why you should read it.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Alida

JULY 21, 2017

Creating a close relationship grows the lifetime value of your customers. The more you know your customers, the more ability you have to create campaigns and experiences that resonate with them. ” That insight led the company to create a campaign that directly challenged stereotypes on beauty.

Customer Relationships 154

Customer Relationships Brands 2015 Insights 154

ShepHyken

JULY 28, 2023

She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. So what is social proof? And how can it boost customer trust in your brand? What is social proof? The idea has been highly consequential in marketing. people have had with your product.

Brands 62

Brands Consumers Article Innovation 62

SurveySparrow

MARCH 19, 2024

There are still some brands that haven’t gotten on board with video marketing – despite knowing its value – and the ones who have been are looking to build a more robust commercial video strategy. Still, if your video marketing strategy isn’t up to par and you’re still not generating leads, it could use some revamping.

Marketing 95

Marketing Social Media Demo B2B 95

BirdEye

FEBRUARY 13, 2024

What are the challenges in chiropractor marketing? Best chiropractor marketing strategies Social media marketing for chiropractors FAQs on chiropractor marketing How can Birdeye’s AI solutions take your marketing efforts to the next level? Build patient loyalty: Marketing reinforces your expertise and the value you provide.

Marketing 59

Marketing Social Media Healthcare Multi-Channel 59

BirdEye

MARCH 8, 2024

Are you looking to expand your business and accelerate growth, yet find yourself stuck as every cheat sheet seems to skirt around the actual methods for increasing your social media followers? Social media is vital for every business, beginning with the crucial step of increasing your follower count on each platform.

Social Media 59

Social Media Multi-Channel E Commerce Engagement 59

Thematic

DECEMBER 10, 2023

It’s qualitative data analysis which makes sense of stories and personal narratives in anthropology and related fields. We’ll also have a look at what QDA means in the business context and how to turn it into a high-powered tool for CX and product teams.

Social Media 62

Social Media Feedback Insights Culture 62

SurveySensum

SEPTEMBER 6, 2023

Recently, my colleague Sarah recommended the OnePlus smartphone, which she’s been happily using for over 2 years. They shared stories of excellent customer service, speedy issue resolutions, and fantastic phone features. What is Brand Advocacy? Having these advocates by your side can be the game-changer your brand needs.

NPS 52

NPS Brands Social Media Net Promoter Score 52

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

Retently

OCTOBER 18, 2022

From its humble beginnings as an online bookseller, Amazon has grown to become one of the world’s largest ecommerce businesses. Amazon has redefined the meaning of the shopping experience. It is important to note that Amazon’s journey to success has been a long and difficult road. Here are some to consider.

NPS 88

NPS Multi-Channel Customer Satisfaction Entertainment 88

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. Table of contents Why social media is so important for businesses The most popular social media platforms today About social media accounts What is social media management? 84% of U.S. adults between 30-49 years old.

Social Media 98

Social Media Management Multi-Channel ROI 98

Lumoa

MAY 9, 2023

You may be wondering how sentiment analysis can truly make a difference in your organization. As you read through this article, you’ll learn what role customer sentiment plays in business. What is Sentiment Analysis on Customer Feedback and How Does it Work? How to Use Sentiment Analysis to Drive Emotional Impact?

Feedback 83

Feedback Customer Experience Customers Retail 83

One Millimeter Mindset

SEPTEMBER 16, 2019

Story context is a critical element to creating compelling stories. Stories which convince people to buy whatever it is you sell – and buy more than once from you. And, stories which inspire people, like you, to move one millimeter beyond legacy mindset, habits and behaviors.

Sales 72

Sales Return on Investment Workshop Customer Retention 72

ShepHyken

NOVEMBER 13, 2019

They recognized that if they created enough value beyond the actual product, that price would seem less important. As customers were surveyed, they were asked to rank these 20 words based on how important they were to the decision of buying an IBM computer. The short story is that price didn’t make it into the top ten.

Customer Service 114

Customer Service Customer Service Training Customers Consulting 114

ShepHyken

OCTOBER 18, 2017

If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there. Metrics are important, as they can tell a big part of the story. It creates confidence, and that can lead to loyalty!

Customer Service 157

Customer Service Metrics Interaction Customers 157

BirdEye

APRIL 5, 2023

You have a can’t miss business idea, but you’re racking your brain to come up with a name that does it justice. Don’t sweat it – we’ve all been there. Reflects what the business stands for Your business name should be a reflection of what your company stands for, including your mission and vision.

Government 98

Government Social Media Consulting Brands 98

Storyminers

AUGUST 28, 2017

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. Oracle , in its recent “ CX FACTOR PROGRAM ” has done much of that research for me (and for you). How long has Walgreen’s been at it? Makes sense.

Brands 140

Brands Healthcare Roadmap Events 140

Thematic

FEBRUARY 11, 2024

Location and Attendees The event took place at the Wynn, which has all you can expect from a 5-star casino resort with a golf course in Las Vegas. It makes sense to bring as many people as possible to spend time with customers and learn what matters to them. I saw very few people who weren’t yet customers of Medallia.

NPS 62

NPS Hotels Events Demo 62

Gainsight

MARCH 16, 2022

When you have strong customer health scores, your business thrives. Adoption increases, upsell opportunities present themselves more consistently, and customers advocate on your behalf, even when you don’t ask them. Depending on how bad the situation gets, dark days could be in store for your organization.

Measurement 98

Measurement Metrics Customer Success Customers 98

Thematic

SEPTEMBER 22, 2021

Qualitative data is typically generated through: Interview transcripts Surveys with open-ended questions Contact center transcripts Texts and documents Audio and video recordings Observational notes Compared to quantitative data, which captures structured information, qualitative data is unstructured and has more depth.

Feedback 111

Feedback NPS Social Media Insights 111

Beyond Philosophy

MARCH 25, 2019

It was a significant decision for a lot of money. So, as it was a business decision, you would think we were logical about it. Your customers are irrational, too. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making. So, we didn’t.

B2B 133

B2B B2C Customer Experience Design Customers 133

Pink Guava

AUGUST 3, 2021

How Empowered Customers can make a difference to your Business In today's digital age, the lines between the physical store and digital experience have vanished. There has been a complete shift as the brick-and-mortar store experience, and multi-digital channels are governed by customer behavior, engagement, and expectations.

Customer Journey Mapping 98

Customer Journey Mapping E Commerce Touchpoint Customer Journey 98

BirdEye

JULY 3, 2023

In this guide, we’ll explore why affiliate marketing has become such a popular option for businesses and influencers, and how it can be used to create a mutually beneficial relationship. Table of contents What is affiliate marketing? What are the different types of affiliate programs? billion by 2023.

Sales 98

Sales Marketing Social Media Blog 98