CSM Magazine

APRIL 10, 2025

Customers today expect faster resolutions, intuitive experiences, and tailored interactions when they engage with your brand. But how can businesses, particularly retailers, deliver seamless, personalized self-service across various channels without compromising user satisfaction? Heres a practical guide to help you succeed.

Multi-Channel 52

Multi-Channel Call Center Touchpoint Customer Satisfaction 52

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. MX gives customers a greater degree of choice over how they interact with a brand.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. CallMiner presents a straightforward, and deeply insightful, overview of what VoC analytics can look like and how that insight plays a role in your business strategy.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Thematic

NOVEMBER 18, 2024

It enables you to connect with customers on a deeper level than ever before, and discover what they truly like and dislike about your brand. You can get a snapshot of sentiment across many channels at the same time. This can be really useful for monitoring brand reputation or tracking changes to overall customer sentiment.

Multi-Channel 62

Multi-Channel Social Media E-support Net Promoter Score 62

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

BirdEye

NOVEMBER 22, 2024

However, online reputation management in Australia can be challenging, especially for multi-location businesses. Focusing on generating consumer reviews, improving customer experience, and marketing positive reviews can help you position your brand favourably against competitors. Multi-location listing management can be challenging.

Multi-Channel 52

Multi-Channel Management Social Media Customer Centricity 52

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 109

Retail NPS Touchpoint Feedback 109

BirdEye

DECEMBER 16, 2024

Today’s storage customers reach out through multiple channels at all hours, expecting quick, personalized responses. Each location presents its own set of challenges, from maintaining consistent service standards to coordinating maintenance schedules and security protocols.

Management 52

Management Multi-Channel Social Media Demo 52

CSM Magazine

DECEMBER 2, 2024

Westcon-Comstor operates across EMEA and APAC, connecting the world’s leading IT vendors with a channel of technology resellers, systems integrators and service providers. TTEC Holdings Inc., It goes to market through two lines of business: Westcon and Comstor.

Sales 52

Sales Multi-Channel 2024 Workshop 52

BirdEye

DECEMBER 4, 2024

What the customer sees on these channels heavily influences his or her final purchasing decision. Identify critical channels : While a strong online presence translates into a strong reputation, not all channels are equal. That is why reputation management is essential for every business in the UK. Watch the free demo now.

Management 52

Management Multi-Channel Social Media Demo 52

Retently

AUGUST 15, 2024

Key Takeaways CSAT surveys focus on a customer’s immediate feelings about a specific interaction (such as, after a ticket is resolved) or experience with your brand (like, how smoothly a delivery was handled). As a matter of fact, there are about twice as many CSAT tools than NPS available, particularly for brands. Let’s get started!

Retail 106

Retail 2024 Brands Feedback 106

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Optimove

APRIL 4, 2019

Rule-based automation can go horribly wrong as witnessed when Forever 21’s marketing channels fired off 20+ email campaigns to an unsurprisingly dismayed customer. Things quickly fall off track for most brands, which is almost always, bad marketing. So why is this still such a challenge for brands? Sounds great right?

Multi-Channel 112

Multi-Channel Fashion Social Media Retail 112

BirdEye

OCTOBER 10, 2024

Business reputation is one of the key drivers of revenue and brand strength in a competitive market. This is even more critical for multi-location enterprises, which handle hundreds of customers across numerous locations daily. This blog post will help you master enterprise reputation management and grow your multi-location brand.

Multi-Channel 98

Multi-Channel Management Social Media Feedback 98

BirdEye

FEBRUARY 3, 2025

With AI, businesses can overcome the challenges of multi-location review management, process thousands of reviews quickly, identify common concerns, and turn insights into strategies for growth. Personalized interactions: AI-generated responses can be tailored to reflect your brands voice and address individual concerns effectively.

Feedback 52

Feedback Insights Multi-Channel Demo 52

BirdEye

DECEMBER 27, 2024

This makes a multi-platform approach essential for comprehensive online reputation management. While some diners rely heavily on Google reviews, others might prefer specialized restaurant review sites or social media platforms for their dining decisions.

Multi-Channel 52

Multi-Channel Social Media Feedback Guest Experience 52

BirdEye

NOVEMBER 22, 2024

AI tools help real estate reputation management by turning reviews into revenue, converting feedback into leads, and maintaining your brand’s credibility across multiple platforms. AI auto-generates optimized descriptions, schedules social posts, and updates channel pricing.

Marketing 52

Marketing Social Media Multi-Channel Document 52

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115

BirdEye

JANUARY 24, 2025

This presents a unique opportunity for hotels to capture the attention of these digitally-savvy travelers and showcase their unique offerings in a visually compelling way. While traditional advertising like TV or print media speaks at an audience, active social media management across channels encourage dialogue.

Social Media 52

Social Media Hotels Marketing Travel 52

Beyond Philosophy

JULY 6, 2016

Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. According to APAC Insider , Forrester concluded that no brand was doing an excellent job there yet. However, in China, the ideas I present in that book from almost 15 years ago, are all new.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

ReviewTrackers

MAY 11, 2023

Television advertisement can certainly create brand awareness, but it is quite difficult to track the direct impact it has on sales. In a similar fashion, other traditional marketing channels like printed media, radio, and direct mail present a significant challenge to small businesses.

Management 123

Management Multi-Channel Advertising Fashion 123

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

InMoment XI

SEPTEMBER 16, 2024

From the healthcare contact center to the doctor’s diagnosis, each step of the patient journey presents an opportunity to learn about patient expectations and behavior. Patient feedback is primarily important for enhancing patient satisfaction and helping the healthcare organization with brand reputation management.

Feedback 195

Feedback Healthcare Hospitality Consulting 195

BirdEye

APRIL 15, 2025

It creates valuable content that solves a problem, offers a behind-the-scenes look that builds connection, or presents a point of view that positions you as the expert. Customers dont want to be sold tothey want to be shown why youre worth their time The smartest brands arent louder. Thats what attraction marketing delivers.

Marketing 52

Marketing Social Media 2025 Multi-Channel 52

Beyond Philosophy

OCTOBER 12, 2017

So, ensure that when you present your products that you are living up to their expectations. Per Deloitte’s Millennial Survey 2017 , 76% of Millennials say business has a positive impact on the world, but they also think business could do more , particularly at the multi-national level. Being socially responsible.

Fashion 130

Fashion Retail Multi-Channel 2017 130

Gainsight

AUGUST 24, 2020

Such tech-touch onboarding would boost brand affinity for end-users who embrace (and would likely evangelize) a product with robust features and functionality that’s also easy to navigate and has built-in responsiveness and support. . You can also listen to the recording here or download the presentation here. . Define the channels

Multi-Channel 105

Multi-Channel Webinar Effort Score Metrics 105

BirdEye

MARCH 7, 2023

In this article, we’ll discuss the benefits of social media for business, provide tips on how to optimize your channels, and how to measure your social media success. The vast reach of social media presents unique opportunities for marketers. Businesses also struggle with social media marketing questions such as: What should we post?

Social Media 94

Social Media Multi-Channel Metrics Measurement 94

BirdEye

MARCH 22, 2023

Some social media scheduling tools also offer analytics and insights into your brand’s social media performance. These tools allow businesses to automate the process of logging into individual social media channels and manually publishing each piece of content.

Social Media 98

Social Media Multi-Channel E-support Management 98

BirdEye

FEBRUARY 6, 2023

Healthcare brands and companies can leverage social media to build a loyal following, engage with existing customers, attract new customers, and grow. By being present on social media, your healthcare brand can gain an advantage over your competitors and familiarize yourself with younger generations.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

inQuba

MAY 23, 2022

Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. According to Forrester’s CX Index 1 , 81% of brands have reported stagnant growth from their CX investment in recent years.

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

NetBase

AUGUST 14, 2019

Artificial Intelligence (AI)-powered social listening reports offer real-time intel that your brand needs to be successful online. More specifically, the processing speed and accuracy of a well-trained AI is precisely what brands need to capture insight well ahead of competitors. And Next Generation AI has upped that ante considerably.

Brands 86

Brands Multi-Channel Insights Presentation 86

transcosmos Information Systems

MAY 31, 2018

There are indeed more ways than one to present and to purchase the things customers need. As a business owner or retailer, taking advantage of these different channels not only allows your business to engage better with buyers who may prefer to shop via one or more channels, but it also means potentially growing your revenue.

E Commerce 83

E Commerce Omnichannel E-support Multi-Channel 83

Retently

AUGUST 5, 2024

SMBs benefit from multi-channel survey distribution, supporting email, in-app, and link surveys, which ensures comprehensive feedback collection. Additionally, Retently allows for customizable surveys that maintain brand consistency without the need for coding skills. It integrates with platforms like Intercom and Slack.

NPS 100

NPS B2B 2024 Net Promoter Score 100

Optimove

DECEMBER 17, 2024

Key takeaways: This blog dives into how Optimove helps operators transform this critical period into a strategic advantage, harnessing segmentation, AI-led orchestration, and multi-channel targeting to deliver personalized journeys that boost CLTV and maximize budgets during this high-stakes season.

Sports 52

Sports Multi-Channel Download Loyalty 52

Kustomer

FEBRUARY 25, 2022

Businesses are realizing that customers want an experience across different channels. Creating a seamless, harmonious customer experience strategy with single-channel purchasing was a simpler task for most brands. There are a variety of ways that a brand can fail to treat consumers well.

E Commerce 101

E Commerce Multi-Channel Omnichannel Touchpoint 101

Strativity

NOVEMBER 30, 2022

Seeing your customers as people, not just purchasers, means reconsidering the depth and nature of your brand-consumer relationships. Hear from Collette Eccleston and Monica Belmaña from our Behavioral Science team to learn how comparing the science of human relationships applies to the challenges of creating high fidelity brand relationships.

Consumers 52

Consumers Brands Multi-Channel Touchpoint 52

Thematic

MARCH 30, 2025

In today’s competitive landscape, ignoring this step can be costly—nearly 49% of consumers have left a brand they were loyal to in the past year due to poor customer experiences​ Put simply: customers want to be heard and they want proof that their feedback matters. Failing to follow up breaks trust.

Feedback 62

Feedback Roadmap NPS Loyalty 62