InMoment XI

JANUARY 10, 2024

Why Reputation Management is Important for Senior Care More than 90% of families heavily rely on online reviews when deciding on senior living communities, a significant increase from the 82% recorded in 2020. Guiding a loved one through the customer journey of senior living is an intimately personal and emotional endeavor.

Management 260

Management Social Media Feedback Insights 260

InMoment XI

APRIL 18, 2023

Because she speaks to thousands of client-side professionals and many vendors, she gets an insider view of how the entire industry is structured, giving her a unique perspective on the CX market. All brands know that customer experience is important—delighting customers is the name of the game. Think of it like building a house.

ROI 260

ROI 2023 Events Insurance 260

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. But, there are more benefits to a well-crafted retail customer experience that go beyond customer loyalty.

Retail 260

Retail Customer Experience Social Media NPS 260

InMoment XI

JULY 4, 2022

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. 1: C-Suite Buy-In.

ROI 493

ROI Return on Investment Social Media Measurement 493

Experience Investigators by 360Connext

APRIL 2, 2024

Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams? Your relationship with customers is built one step at a time.

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

Experience Investigators by 360Connext

APRIL 2, 2024

Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams? Your relationship with customers is built one step at a time.

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? A strategy. A business discipline. If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

BirdEye

MAY 13, 2024

Are you tired of guessing your audience’s preferences and the keys to a successful marketing campaign? These tools enable you to uncover trends and audience interests, allowing you to run well-targeted campaigns that propel your business forward. Why are audience insights tools essential for businesses in 2024?

Insights 58

Insights Social Media 2024 Multi-Channel 58

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. You’re welcome to pick and choose from the questions below, tailoring to your unique business needs.

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Experience Investigators by 360Connext

MAY 11, 2021

After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey. CXM requires four key elements: CX Strategy.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Experience Investigators by 360Connext

JUNE 13, 2023

The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO). The rationale is straightforward: marketing is outward-facing and focused on understanding and fulfilling customer needs.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Integrity Solutions

APRIL 19, 2024

It provides competitive differentiation, nurtures customer relationships, helps them feel seen and heard , and ultimately leads to increased customer loyalty and repeat business. Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? The benefits of personalization are without question.

Sales 107

Sales Loyalty White Paper Contact Center 107

BirdEye

SEPTEMBER 12, 2023

We live in times that demand every business to have some presence on at least 2-3 social media platforms. You can no longer afford not to have a social media strategy for your business. But for businesses new to this medium, knowing what works and what doesn’t can be difficult.

Social Media 105

Social Media Measurement Brands Leadership 105

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. How did that software update go for you last time?” An example of a company known for having excellent rapport with its customers is Apple.

Customer Service 116

Customer Service Exceptional Customer Service Definition Customers 116

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Lumoa

JANUARY 24, 2024

Whatever shape the feedback takes, it contains valuable information that can be used to improve your business’ performance. Whatever shape the feedback takes, it contains valuable information that can be used to improve your business’ performance. Have you ever traveled to a country where you didn’t speak the language?

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” This is what businesses need to survive in today’s environment. However, we also found that most CS and sales leaders believe their business requires a more transparent and coordinated pre- and post-sales strategy to accomplish this goal.

Sales 89

Sales Customer Success Insights Webinar 89

BirdEye

JUNE 21, 2023

In today’s cutthroat business world, staying informed about your competition is more crucial than ever. As the renowned business strategist Peter Drucker once said, “If you can’t measure it, you can’t improve it.” Why is the competitor analysis beneficial? Why is the competitor analysis beneficial?

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

BirdEye

JUNE 22, 2023

Your business wouldn’t exist if it weren’t for your customers. And that is why it is important to understand the different types of customers before designing a marketing strategy. With this blog post, you will learn how to segment your target audience based on the various customer types in the market.

2023 98

2023 Social Media Reference Loyalty 98

ReviewTrackers

MAY 11, 2020

Social media gives customers the opportunity to voice their opinion about your business in an open space. That’s why businesses should manage their reputation on social media. And how exactly can it help your business? . Why You Need Social Media Management. Customers go online before visiting a business.

Social Media 171

Social Media Management Consumers 2018 171

Retently

MARCH 5, 2024

Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

BirdEye

MAY 15, 2023

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. Table of contents What is brand strategy? Put simply, a brand strategy is a plan to help position your business in the marketplace.

Brands 98

Brands Social Media Communication Consumers 98

BirdEye

JULY 12, 2023

Email marketing is a digital marketer’s favorite tool. People who opt-in to hear from your business are usually easier to convince than the leads from social media or other channels. But sometimes, the email marketing campaigns don’t go as planned. And that depends on Sender score. How to handle a bad Sender Score?

Metrics 97

Metrics Social Media Marketing Travel 97

BirdEye

NOVEMBER 27, 2023

What’s that one thing every business must face, even when they don’t want to? Smart business owners know creating loyal customers from service failures isn’t just about preventing bad reviews. This blog isn’t about turning every customer into a lifelong friend. Establish a proactive communication strategy 14.

Social Media 109

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 109

Kustomer

APRIL 25, 2022

In fact, among surveyed consumers, Kustomer found that 79% believe customer service is extremely important in deciding where to shop. In order to compete in the era of the new consumer, businesses need to be prepared to not only meet but exceed expectations. What Is CX Strategy? Benefits of a CX strategy. CX versus CS.

E Commerce 98

E Commerce E-support Net Promoter Score Sports 98

Retently

APRIL 18, 2024

Analyzing in-app NPS survey data enables companies to identify customer satisfaction trends, benchmark against the industry, and turn feedback into action, impacting product improvements and customer retention strategies. This immediate feedback is gold for any business looking to make your experience even better. Let’s get started.

NPS 78

NPS Net Promoter Score Feedback User Experience 78

BirdEye

OCTOBER 25, 2023

Visibility is the cornerstone of business growth and success. Online listings play a crucial role in every business’s digital strategy. However, there is so much a business needs to know, monitor, and leverage to make the most of listings. After listings, reviews determine a business’s online success.

Marketing 104

Marketing Information Webinar Consumers 104

SurveySparrow

MAY 9, 2024

But it can also make or break your business! You must understand the meaning, importance, types, and feedback collection methods to stay ahead of the competition. A free feedback survey template is attached for you to get a better understanding) Off we go! Now it is time for the why! It’s as simple as that.

Definition 52

Definition Feedback Social Media Net Promoter Score 52

BirdEye

SEPTEMBER 15, 2023

Sales is one of the most important functions in every organization – it defines your growth and business success. This blog post explores the top 12 ways businesses can leverage AI for their sales functions in 2023. Why do we need AI in sales? Why do we need AI in sales?

Sales 110

Sales 2023 Demo Social Media 110

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. That is if you put your NPS® to work.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

BirdEye

APRIL 11, 2023

A business strategy template is a must-have tool for establishing business objectives and actions needed to reach your goals. It also brings alignment and cohesiveness to all your business activities. In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business.

Download 98

Download ROI Financial Return on Investment 98

BirdEye

DECEMBER 21, 2022

Social media is an ever-changing landscape where trends rise and fall every day. To stay relevant on popular platforms, you need to know what’s trending and why, and how to use them to your advantage. They’ve continued to invest in their ad platform, allowing businesses to bolster their brand awareness. billion users by 2023.

Social Media 97

Social Media 2023 2022 2026 97

SurveySparrow

NOVEMBER 29, 2023

Why do you choose one product over the other? It’s going to be a bumpy ride, but off we go! In essence, it guides the development and marketing of a product. Because It guides the entire process, from creating the product to telling people why they need it. It starts with the Product Concept. (So,

Consumers 52

Consumers Innovation Loyalty User Experience 52

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. Traditionally, we think of community within three distinct categories: Personal, Business, and Customer Relations.

Connections 52

Connections Chief Customer Officer E-support Events 52

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Why does this matter so much? Because in a market brimming with choices, the way customers feel about your business can set you apart. It’s the primary sales channel that will determine how these businesses are categorized.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Retently

JULY 28, 2023

Some studies suggest that poor customer service costs businesses up to $62 million per year. If we were to consider businesses in other countries, the numbers would probably be even worse. The obvious solution is offering your customers a much better experience, service, and product to ensure they are happy with your business.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141