Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. We have gladly defected to a competitor after our “go-to” brand disappointed us in some major way. 82% describe the customer service process as being a lot of effort.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. On the other hand, omnichannel intelligently connects every channel together and allows agents to manage them from a single, unified console. White Paper. Download Now.

Omnichannel 64

Omnichannel White Paper Customer Service Download 64

Integrity Solutions

APRIL 19, 2024

According to Gartner , customer experience “drives more than two-thirds of customer loyalty” when compared to brand preference or price consideration. Selling has to be permission-based , which is why forging a connection is the most important part of a sales conversation. One starting point is to look for commonalities.

Sales 105

Sales Loyalty White Paper Contact Center 105

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. On the other hand, omnichannel intelligently connects every channel together and allows agents to manage them from a single, unified console. . Free Download: Customer Engagement 2020 White Paper.

Omnichannel 52

Omnichannel White Paper Customer Service Download 52

CSM Magazine

JULY 27, 2022

Once a prospect turns into a customer – whether they’re contracted to your business or they make infrequent purchases – you need to retain them and ensure they become loyal to your brand. The state of brand loyalty in the UK. of Gen Zers – highlighting that brands need to adapt to this emerging consumer group. Stay in touch.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Totango

MARCH 8, 2022

Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. Giving CS companies promotional opportunities to position their brands as thought leaders, generate leads, and plug software products (within the limits of the community’s policies on promotions). CSM Practice.

2022 118

2022 Customer Success White Paper Social Media 118

Andrew Mcfarland

SEPTEMBER 23, 2022

It also helps to increase brand awareness and improve customer service. In addition, webinars, white papers, and video content are essential for establishing credibility. The process starts with connecting with a buyer. It helps companies build relationships with prospects and improve brand awareness.

White Paper 48

White Paper Webinar Competitive Advantage Touchpoint 48

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

2022 93

2022 Customer Experience Omnichannel White Paper 93

SurveySparrow

MAY 29, 2020

According to Neilsen , your brand voice can have a huge impact on your customer’s trus t. Customers will surely spend money on a brand that they think is reliable. It takes time to identify the kind of brand voice that you want for your business. What is a brand voice? How to Establish Brand Voice? White paper.

Brands 52

Brands Social Media White Paper Reference 52

Oracle

MARCH 22, 2021

Clever B2C marketers can convert individuals from discovery to purchase in a matter of minutes, thanks to the magic of expertly crafted deals, on-point brand messaging, and culturally ingrained consumerism. B2B marketers connect through education and logic; B2C marketers connect via emotion and simplicity.

B2C 85

B2C B2B Marketing White Paper 85

Avaya

JANUARY 29, 2019

After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. As customer expectations continue to evolve, so must the approach that organizations take to deliver high-quality service that leads to brand loyalty. To get started or to find more out details, please contact us.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. In terms of the customer lifecycle, touchpoints may occur at any point during an interaction with your brand, including: Pre-sales, starting with a prospect’s first marketing touch. White papers. Blog content. Video chat.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. White papers. A branded, customized Help Center. Benefits of Customer Self-Service Portals.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Beyond Philosophy

NOVEMBER 28, 2016

and making a true emotional connection. There’s little doubt that engaged customers can, and do, help shape the brand. They can also provide useful feedback and build brand-based communities. From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained.

Engagement 145

Engagement White Paper 2015 Consulting 145

Tricia Morris

OCTOBER 22, 2015

Many enterprise brands and organizations are becoming increasingly challenged by an information problem: too much information, compounded by trouble managing it and delivering it to employees. Employee self-service knowledge benefits brands and organizations where a company culture initiative or change is underway. Customer Service.

White Paper 104

White Paper 2015 Culture 2014 104

Kustomer

AUGUST 4, 2023

Of the 1,000 “connections” you have across social channels or languishing in your contact list, how many do you know well enough to pick up your last conversation where it left off? This is a guest post by Lindsay Willott , CEO of Customer Thermometer. Not many, if you’re anything like me. Her advice: “Involve her.

Feedback 52

Feedback White Paper Insurance Omnichannel 52

CSM Magazine

JUNE 2, 2021

As the loyalty industry reinvents itself after the shock of Covid, Tom’s focus will be on helping clients navigate the big emerging loyalty trends and the move towards experiential benefits and emotional connection over points-based programmes.

Loyalty 52

Loyalty White Paper Travel Fashion 52

Calabrio

JANUARY 2, 2020

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. Therefore, on January 13 we will completely unite under the Calabrio brand. One company, one brand, one website.

White Paper 76

White Paper Social Media Webinar 2020 76

Comm100

JANUARY 21, 2020

Whether the first connection with your lead happens on social media or your website, the right response time SLA will keep them on track to becoming a customer. Live chat users expect to be connected to an agent in a minute or less during online business hours. Free Download: Customer Engagement 2020 White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Comm100

FEBRUARY 25, 2020

This is becoming increasingly common as social media has become a platform to complain and publicly shame the brand in hopes of finding a resolution faster than the email support ticket they just sent. 75% of business buyers say that connected processes are very important to winning their business. Conclusion .

White Paper 64

White Paper Social Media Omnichannel B2B 64

CSM Magazine

JUNE 7, 2023

As a result, customers will see that they can rely on your brand to fulfill their needs and wants. For example, it can be beneficial to highlight customer testimonials, reviews, and case studies that showcase positive customer experiences with your brand. Focus on producing valuable content that your audience wants to see.

2023 52

2023 White Paper Social Media Document 52

Beyond Philosophy

SEPTEMBER 13, 2016

Much of the evidence of tactical and strategic success of informal communication programs has been because companies were passionate about stakeholders in the first place, and made them feel like emotionally connected members of the family. Seek to leverage and influence, not control. This is true, of course, in both b2b and b2c environments.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

BirdEye

DECEMBER 14, 2022

With a single post, you can catch the eye of millions and make your brand a household name overnight. If you’re looking to improve engagement and increase your brand awareness, you’ll need to know which types of social media content appeal most to your followers. Written posts 3. Video stories 5. Live videos 6. Webinars 7.

Social Media 98

Social Media Entertainment Webinar White Paper 98

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 144

Financial White Paper Books Airlines 144

Comm100

FEBRUARY 25, 2020

This is becoming increasingly common as social media has become a platform to complain and publicly shame the brand in hopes of finding a resolution faster than the email support ticket they just sent. 75% of business buyers say that connected processes are very important to winning their business. Conclusion.

White Paper 52

White Paper Social Media Omnichannel B2B 52

Comm100

JANUARY 21, 2020

Whether the first connection with your lead happens on social media or your website, the right response time SLA will keep them on track to becoming a customer. Live chat users expect to be connected to an agent in a minute or less during online business hours. Remember: Think proactively. B2B vs. B2C conversion.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

Comm100

APRIL 6, 2020

There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. Customers can engage with a brand on any of these channels, and agents can easily respond within the platform without having to jump between different applications.

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

Hallmark Business Connections

AUGUST 11, 2021

What has made the brand so successful (PetSmart acquired it for $3.35 If you’re looking for a way to make your brand stand out, consider zigging while others zag. That effective audience development tactic is why Johnson & Johnson-owned tampon brand, o.b., In a digitally dominated world, that means returning to direct mail.

Marketing 74

Marketing Magazine White Paper Social Media 74

Customers That Stick

SEPTEMBER 18, 2014

A recent study by Bond Brand Loyalty found that nearly 70 percent of those surveyed said they’d change where they shop because of the presence of a quality loyalty program, indicating that Millennials are highly responsive to retailer loyalty programs. A white paper compiled by PunchTab indicates that many Millennials shop online daily.).

Loyalty Programs 133

Loyalty Programs Loyalty White Paper Social Media 133

Customer Bliss

JUNE 27, 2017

Recently appointed into a brand new role for the business as ‘Head of Customer Experience at Marks & Spencer’, Alice has 15 years’ experience of retailing. She also downloaded “tons of white papers” and read thought leadership (including one of my books!). About Alice. Quick wins.

Retail 0

Retail Leadership Customer Experience White Paper 0

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). While 50% of brands say they’re “definitely” doing better at delivering excellent customer experience, just 11% of customers agree. So how can brands keep up with the change? Dismissing the Human Factor.

2019 53

2019 Customer Experience White Paper Definition 53

ENGAGE.cx

JUNE 19, 2015

The Holy Grail for businesses is developing and keeping brand disciples. More than mere advocates in your brand, brand disciples understand and love your company — and they are your best customers. Brand disciples make up the 20% of customers that account for 80% of your busine ss. The Relationship Cloud™.

White Paper 69

White Paper Touchpoint Download Innovation 69

CSM Magazine

OCTOBER 16, 2020

Clients want high-value propositions, multi-channel connections, and excellent customer service. For this reason, experts propose a mix of: Email marketing; Social media channels; Branded apps, etc. Create a knowledge base (blog articles, webinars, white papers, infographics, etc.) Others use social media. Bottom Line.

Customer Retention 52

Customer Retention White Paper Multi-Channel Social Media 52

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. s clients encountered similar difficulties, including: Internet connectivity issues. Did you know COPC Inc.

Contact Center 52

Contact Center Workshop White Paper 2021 52

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. With our uncommon blend of expertise, we help you connect the dots in a way that is most beneficial for YOUR bank. Consistently Remarkable Service.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

White Paper 45

White Paper Engagement 2015 Customer Experience 45

Bold360

NOVEMBER 16, 2016

Facebook made big news around six months ago with the release of their chat-bot feature and their agreement to let companies and brands build their own within the platform. Brands as diverse as American Express to 1800-Flowers to Domino’s Pizza have all deployed their own bots, showing just how versatile bots can be when done right.

Customer Service 86

Customer Service White Paper Customers Brands 86