eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. You can find it here: Introduction B2B loyalty conjointly with adoption are the cornerstone of sustainable growth in an increasingly competitive global market. Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation.

B2B 206

B2B Loyalty Workshop Loyalty Programs 206

TechSee

JANUARY 19, 2025

Artificial Intelligence (AI) is everywhere these days, and it’s changing how businesses interact with their most prized asset: their customers. We’ve all experienced chatbots that can’t quite understand us or voice assistants that miss the mark. That’s where AI Orchestration comes in. Orchestration helps ensure that the right AI or multiple AI solutions come together to handle the right job at the right time, making service smoother and more effective.

Net Promoter Score 109

Net Promoter Score Average Handle Time NPS Demo 109

ShepHyken

JANUARY 14, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Hospitality 141

Hospitality Customer Experience Interaction Brands 141

Experience Investigators by 360Connext

JANUARY 14, 2025

Discover the secrets to transforming customer experience from a mere concept into an actionable strategy that propels business success. In our landmark 100th episode of the Experience Action Podcast, I’m thrilled to share the pivotal elements of mindset, strategy, and discipline that can significantly enhance your organizations customer journey.

Consulting 143

Consulting Customer Journey Innovation Communication 143

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Definition

Zeisler Consulting

JANUARY 14, 2025

One Big Question I hear a lot these days is about AI and automation. How will AI impact CX? How the heck should I know? Its clear Im the one writing all these articles, isnt it? I wonder if well reach the singularity and the world will implode if someone uses AI to write an article about AI and the impact it has. Surely itll be a glowing review. But discussions about AI are becoming boring to me frankly, simply due to their ubiquity: How will AI affect education?

Contact Center 93

Contact Center Fashion Call Center Customer Care 93

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? Great question, and heres my answer: Ask and ye shall receive! There are plenty of articles that have been published about how New Years resolutions are easily broken and, ultimately, useless. Im going to approach this differently.

Customer Service 73

Customer Service 2025 Workshop Reference 73

PeopleMetrics

JANUARY 14, 2025

In Listen or Die , I wrote about a common misconception: that CX measurement (or Voice of the Customer, VoC) is the same as market research (MR). Its not! Both are critical, but they serve different purposes. Market research is about using customer feedback to answer strategic business questions. Its anonymous, often based on small, statistically relevant samples, and designed to provide aggregated insights into broad topics, like product preferences or advertising effectiveness.

Measurement 71

Measurement E Commerce Hotels Social Media 71

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. When used right, these numbers provide actionable insights to fine-tune content, improve user experience, and boost satisfaction.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement User Experience 64

Brandwatch CX

JANUARY 14, 2025

Discover effective strategies to identify and engage your social media target audience. Enhance your outreach and connect meaningfully.

Social Media 97

Social Media Connections Engagement 97

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

customer sure

JANUARY 20, 2025

1. Personalisation at Scale: Meeting Customers Where They Are Gone are the days of one-size-fits-all customer interactions. Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Whether its tailored product recommendations, forms that are pre-filled rather than blank, how-to guides that are context-sensitive rather than general, or customised survey follow-ups w

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

Thematic

JANUARY 16, 2025

Is your business swimming in feedback from customers? Whether it’s reviews, emails, or social media posts, does it feel like you’re barely scratching the surface of what customers are truly saying? We get it—sifting through all that information can feel overwhelming. But here's the thing: hidden in that feedback are valuable insights into what your customers love, what frustrates them, and where you can improve.

Net Promoter Score 62

Net Promoter Score Social Media Feedback Insights 62

PeopleMetrics

JANUARY 16, 2025

In Lesson #3 of Listen or Die , I wrote about the power of Voice of the Customer (VoC) programs to act as a single source of truth for all customer feedback. Whether the feedback is solicited through surveys, volunteered via social reviews, observed in customer behavior, or verified by quality assurance professionals, the goal is to integrate it all into one comprehensive view.

Feedback 71

Feedback 2025 E Commerce Customer Centricity 71

CSM Magazine

JANUARY 15, 2025

Building strong customer relationships hinges on one key skill: empathy. Understanding a customers emotions and concerns can transform an average interaction into a memorable experience. But how do you effectively train for something as complex as empathy? This is where AI-powered tools step in, offering innovative ways to sharpen these skills. AI role-play creates realistic customer scenarios, helping you practice emotional intelligence in dynamic environments.

Exceptional Customer Service 52

Exceptional Customer Service Feedback Customer Relationships Interaction 52

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

ShepHyken

JANUARY 20, 2025

Strengthening Business Partnerships Using the Triple Fit Strategy This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is the Triple Fit Strategy? What is the key to building lasting customer relationships? Why do companies need to shift from a transactional relationship with their customers to a partnership?

Customer Relationships 62

Customer Relationships Customers Customer Retention Sales 62

Optimove

JANUARY 14, 2025

See the difference control groups make in this guide Download Now Why it Matters: Optimove Insights iGaming Pulse highlights the importance of player retention for sports betting operators, with data from the 2023-2024 NFL season showing significant dips in player activity during key moments like playoffs and championships. Recognizing these patterns allows operators to take proactive steps, engaging players with targeted strategies to enhance loyalty and maximize lifetime value.

2023 52

2023 Insights 2024 Sports 52

Thematic

JANUARY 16, 2025

If you just finished reading our “ How text analytics works ” article, then you know the basics, and are ready to find out the answer to the next big question: how exactly can text analytics help your business? It’s simple. Text analytics digs into data—customer reviews, emails, and social media posts—to show you what’s working and what’s not.

Social Media 62

Social Media Travel Feedback Competitive Advantage 62

SurveySensum

JANUARY 16, 2025

Are you torn between Qualtrics and SurveyMonkey? Wondering which platform better suits your specific surveys and business objectives? In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Lets dive in to uncover which of these top contenders – Qualtrics vs SurveyMonkey – emerges as the best choice for you!

2025 52

2025 Multi-Channel NPS Feedback 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

CSM Magazine

JANUARY 15, 2025

Its frustrating, right? The radio silence from customers who had the most potential for a long-term partnership. Customers dont always say whats wrong. They drop out quietly, and those silent reactions are often louder than we realize. The worst part is: once they walk away, theres often no getting them back. According to PwC , 59% of customers will switch to a competitor after several negative support experiences.

White Paper 52

White Paper Communication Interaction Customers 52

Think Customers

JANUARY 17, 2025

With more technology and insights at their fingertips than ever before, retailers are diving into their data to learn more about customers so they can deliver better, more personalized shopping experiences. Harnessing the power of AI-generated insights, offering hyper-personalized customer experiences (CX), and tapping into the buying power of Gen Z were key themes at the National Retail Federation (NRF) Big Show this month in New York City.

Retail 52

Retail Social Media 2028 2025 52

Optimove

JANUARY 15, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Every January, businesses around the globe celebrate Get to Know Your Customer’s Day , a reminder of the core principle driving all successful marketing: knowing your customers is essential to creating meaningful engagement and lasting loyalty. Why it Matters: For Optimove, this day isnt just about reflectionits a rallying cry to embrace customer-led marketing and leverage the tools that help businesses

Connections 52

Connections Insights 2025 Download 52

Calabrio

JANUARY 17, 2025

Analytics Promoting career growth in contact centers: Unlocking potential and building futures Share Contact centers have evolved from being viewed as monotonous jobs to becoming vibrant environments filled with opportunities for career growth and meaningful work. Today, as businesses increasingly recognize the strategic importance of customer experience, contact centers play a critical role in shaping brand perceptions, fostering loyalty, and driving business success.

Contact Center 52

Contact Center Loyalty Leadership Culture 52

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.

Customer Insights

SurveySensum

JANUARY 16, 2025

Are you torn between Qualtrics and SurveyMonkey? Wondering which platform better suits your specific surveys and business objectives? In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Lets dive in to uncover which of these top contenders – Qualtrics vs SurveyMonkey – emerges as the best choice for you!

2025 52

2025 Multi-Channel NPS Feedback 52

CSM Magazine

JANUARY 15, 2025

Delivering exceptional customer service is crucial for businesses aiming to retain customers and enhance satisfaction. A key performance indicator in this realm is the First Call Resolution (FCR) rate, which measures the percentage of customer issues resolved during the initial contact. There is a direct link between customer satisfaction and high FCR rates.

Customer Service 52

Customer Service Call Center Exceptional Customer Service Customer Satisfaction 52

Doing CX Right

JANUARY 14, 2025

Discover how Sonoss redesign failed and what you can learn to ensure your CX and UX decisions deliver success, not backlash. The post Why Sonoss App Redesign Became a CX + UX Masterclass in What Not to Do appeared first on Doing CX Right.

User Experience 59

User Experience Loyalty 59

Optimove

JANUARY 20, 2025

Elevate Web Marketing with Real-time Web Push Download Now Why it Matters: OptiLive is a critical solution for sportsbook operators to maximize the growing in-play betting market. With live betting accounting for 54% of total bets and live bettors spending significantly more than pre-match bettors, operators need a way to engage players at the right moments.

Sports 64

Sports Marketing Download Events 64

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales