InMoment XI

AUGUST 8, 2023

Case management programs—also known as closed loop feedback (CLF) programs—enable trained staff to connect with customers one on one. Frontline staff call back customers to understand why an experience was either great or has room for improvement, and provide a chance to really connect with customers and hear their stories first hand.

Net Promoter Score 435

Net Promoter Score Customer Service Representative Feedback Touchpoint 435

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.

Connections 52

Connections Insights Download 2025 52

Optimove

MARCH 20, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Day 2 of Optimove Connect 2025 continued the momentum with cutting-edge insights, real-world success stories, and expert-led product deep dives. Thanks to all speakers, attendees, and partners for making Optimove Connect 2025 an unforgettable event!

Connections 52

Connections Marketing 2025 Rewards Programs 52

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. My esteemed colleagues in the report declared the three words that matter most to them – to dispel the idea of these words as purely buzz. Is that odd?

Leadership 283

Leadership Culture Customer Centricity 2019 283

Experience Investigators by 360Connext

DECEMBER 10, 2024

But it is notoriously challenging to connect our individual efforts to clear benefits and ROI, because CX can span so many areas. If customers download your app, how many never make a purchase? But how do we connect our day-to-day activities and specific investments to these benefits? Start with why. Align with business goals.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

Optimove

FEBRUARY 19, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Customer expectations are evolving, and staying ahead means learning from the best. The CRM Marketer Evolution’s Curve Guide Download this guide to learn about the 5 stages of a marketer’s evolution. See you in London!

2025 52

2025 Connections Marketing Banking 52

InMoment XI

AUGUST 30, 2022

Can we connect you with a customer success manager via chat? To learn more about customer satisfaction surveys and the best way to utilize them, download our free white paper here! How can our employees better support your business’s/your goals? Why did you choose our product over a competitor’s?

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score White Paper Effort Score 370

Optimove

JANUARY 5, 2025

Up your mobile marketing game with this guide Download Now Why it Matters: Integrating Viber into Optimove opens new opportunities for brands to engage global audiences in a powerful channel with hyper-personalized, real-time campaigns. For tickets and details, visit Optimove Connect 2025.

2025 59

2025 Marketing Download Demo 59

Experience Investigators by 360Connext

OCTOBER 17, 2018

You can download it here.). Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. My esteemed colleagues in the report declared the three words that matter most to them – to dispel the idea of these words as purely buzz. Is that odd?

Leadership 227

Leadership Culture Customer Centricity 2019 227

Experience Investigators by 360Connext

APRIL 23, 2024

We need to weave the fabric of emotional connection through CX mission alignment, create ROI beyond the balance sheet, and embrace the potent influence of storytelling. Resources Mentioned: Download the free CX Mission Statement Workbook Download the free CX Success Statement Workbook Is Customer Experience Worth It?

Download 162

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GetFeedback

AUGUST 14, 2019

Download our free Customer Satisfaction Score toolkit for customer satisfaction best practices, a free CSAT survey template, and much more. Download the Toolkit. Connect with her: www.cx-journey.com Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. Get Calculator. Free CSAT Toolkit.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

InMoment XI

OCTOBER 4, 2023

It’s in this quest for the ‘why’ that businesses uncover hidden connections between CX improvements and financial business outcomes like customer acquisition , retention, and cost savings. Take the first step towards boosting profitability and customer satisfaction by downloading our FREE ‘101-level’ guide today!

Blog 418

Blog Customer Experience Net Promoter Score Financial 418

C3Centricity

DECEMBER 10, 2024

Ultra Personalisation to Connect at a More Granular Level Ultra personalisation has evolved from a competitive advantage to an expectation. Spotify saw app downloads increase by 200% during the campaign, along with a surge in active users. The result?

2025 108

2025 Consumers Competitive Advantage 2024 108

Optimove

JANUARY 2, 2025

Part 2 of the 2025 Optimove Consumer Marketing Fatigue Report dives into strategies to strengthen retention, reduce churn, and foster deeper connections.

2025 76

2025 Consumers Insights Marketing 76

Experience Investigators by 360Connext

NOVEMBER 13, 2014

63% also answered they had downloaded a retailer’s app on to their smartphone. If there’s one thing consumers seem to be looking for, it’s reassurance. Most shoppers (86%) said that a retailer having an online presence is “important,” “very important” or “critical.” I find this compelling.

Customer Confidence 279

Customer Confidence 2015 Retail Loyalty Programs 279

Optimove

JANUARY 21, 2025

Timing builds trust: The right message at the right time strengthens connections. Download the report to adapt your strategy and build lasting customer loyalty. Relevance sparks action: Offers aligned with preferences and timing deliver results. Dont let your marketing blend into the noise.

2025 76

2025 Consumers Insights Marketing 76

Optimove

MARCH 19, 2025

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: What an incredible first day at Optimove Connect 2025! The post Optimove Connect Day 1: A Powerful Kickoff from Positionless Marketing to AI-Powered Optimization appeared first on Optimove.

Connections 52

Connections Marketing 2025 Banking 52

BirdEye

JULY 6, 2023

The current digitally connected world makes that process very easy. This blog post covers the top 8 types of messages that customers can leverage to stay connected with their customers. RCS allows users to instantly access an app-like interface on their mobile devices without requiring separate downloads.

Connections 98

Connections Document Communication Customers 98

ShepHyken

NOVEMBER 6, 2024

Click here to download it at no charge. Connect with Shep on LinkedIn. I just released a special report on convenience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

2024 79

2024 Workshop Customer Service Training Download 79

Experience Investigators by 360Connext

MARCH 9, 2015

We’ve listed several of them on our Customer Experience Resources page, along with some downloads and other free resources to help you. Some are better than others, but there are a few I think are required reading. Feel free to ask in the comments! Be observant.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

GetFeedback

AUGUST 14, 2019

Take a look: Click here to download the PDF version. . Click here to download PDF version of the list. . Click here to download PDF version of the list. . Download our free Customer Satisfaction Score toolkit for customer satisfaction best practices, a free CSAT survey template, and much more. Download the Toolkit.

Download 268

Download Customer Satisfaction Measurement 2018 268

Experience Investigators by 360Connext

DECEMBER 8, 2020

When you can connect the dots to understand what CX efforts drive business results, you can work deliberately towards driving even better results, and do so with the buy-in of leaders who recognize the effect CX is having on their goals as well. . Did better customer onboarding materials lead to reduced call center costs ? If not, why not?

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

BirdEye

JULY 19, 2022

Step 3: Connect your Facebook business assets. Once you’ve successfully created your account, you can start connecting all your business assets. After connecting your business page(s), you’ll also want to add any ad accounts linked to your business. Stay connected with Birdeye Messaging. Ad Accounts.

Connections 98

Connections Management Advertising Social Media 98

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. How to treat every campaign like a marketing experiment Download Now >> #5.

Retail 59

Retail Loyalty Loyalty Programs Omnichannel 59

GetFeedback

DECEMBER 21, 2018

31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( So the more work you put into understanding and connecting to your customers, the greater your shared success will be. Download the ebook today. ( New Voice Media ). New Voice Media ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

BirdEye

AUGUST 3, 2022

Some examples include “Buy,” “Sign Up,” and “Download Now” leaving little doubt about what you’d like the customer to do. Our all-in-one platform makes it easy to connect with your customers via text, social media, Webchat, and email using a single, streamlined inbox. To learn more about Birdeye Messaging, watch our demo.

Connections 98

Connections Marketing Social Media Advertising 98

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Her path to this role started as a software engineer. The ROI is there. as soon as you can.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Optimove

MARCH 26, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove Connect 2024 served as more than just a conference; it was a place for inspiration, collaboration, and transformation in the realm of marketing. Optimove’s Rony Vexelman closes Connect 2024 with an invitation to Connect again in 2025.

2024 64

2024 Connections Download 2025 64

Customer Bliss

AUGUST 29, 2019

Making a human connection with a store employees lets shoppers determine whether they can relate to and agree with their opinion. I strongly encourage you to download this report for further insights that you can use to your advantage while thinking through your company’s journey map and experience. SmarterCX #CX Click To Tweet.

Customer Experience 227

Customer Experience Consumers Travel Download 227

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Simple, but a really nice way to connect with customers in an unexpected way. A piano tuner sent a download code for free sheet music as a thank you, a few months after the initial tuning appointment. I love this example from Southwest Airlines. Is there a way to support that? Think about how your customers use what you sell.

2020 372

2020 Airlines Social Media Hotels 372

InMoment XI

OCTOBER 31, 2024

Average Time in Queue (ATQ) ATQ measures the average wait time customers experience before connecting with an agent. Download Now Calls Handled This simple metric counts the total number of calls handled by the call center within a given period. Providing agents with resources and scripts can help manage talk time effectively.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

TechSee

JANUARY 8, 2019

Co-browsing allows agents to see and interact with a customer’s browser in real time, visually guiding them to resolution, without requiring any downloads. Once the sharing app is downloaded, agents can request to view a customer’s screen and to take control of the customer’s keyboard and mouse in order to streamline a resolution.

Engagement 167

Engagement E Commerce Download E-support 167

Optimove

MARCH 31, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Marketers in 2025 are tasked with delivering personalization thats not just accurate but instant, relevant, and seamless across every channel. And its deeply connected to how, when, and why customers engage. Its dynamic. Its predictive.

2025 52

2025 Download Fashion Definition 52

Alida

SEPTEMBER 26, 2018

Research your market thoroughly and profile your potential customers so you know the best way to connect with them. For more information, download the e-book: The enterprise guide to customer experience. If you want to forge ahead with this strategy, you’ll need to invest in marketing to drive education and awareness of your product.

Customer Insights 408

Customer Insights Insights Books Customer Journey 408

ShepHyken

FEBRUARY 3, 2025

Employee Detachment Threatens Customer Satisfaction by Andy Kemp (Gallup) Employees are feeling increasingly disconnected and disenchanted with their employers, and amid the Great Detachment, their connection to the mission and purpose of their organization continues to erode. Connect with Shep on LinkedIn.

2025 73

2025 Article Customer Service Loyalty Programs 73