BirdEye

DECEMBER 28, 2024

However, a multi-location restaurant chain focusing on providing a great customer experience on the ground may not have the bandwidth to analyze, track, and develop cutting-edge SEO strategies. Feature your menu in an easily readable, text-based format that search engines can crawl.

Social Media 97

Social Media Books Demo Events 97

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order. The Value of Customer Experience, Quantified.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Gainsight

OCTOBER 22, 2020

A focus on retaining customers comes with its own challenges. That person has likely been a user of convenient consumer products and translates their experience with those products into heightened expectations for your organization. That’s why our customers love our Journey Orchestrator feature. The Purpose Behind The Process .

Customer Base 59

Customer Base Return on Investment NPS Metrics 59

ShepHyken

OCTOBER 19, 2018

So, how is AI changing customer experience? There are two main angles that describe how AI improves CX for e-commerce companies, their end consumers, and own employees. Customers receive far deeper personalization that they were used before. Every major life event is usually connected to purchases and it’s not just one purchase.

Blog 112

Blog E Commerce Customer Service E-support 112

Thematic

MARCH 2, 2025

Imagine losing 73% of your customers simply because they had a bad experience with your brand. That’s the reality today—over half of consumers will switch to a competitor after just one negative interaction. Consumer analytics organizes that data into trends, like how many visitors leave a page without making a purchase.

Customer Insights 62

Customer Insights Insights Social Media Feedback 62

BlueOcean

JUNE 10, 2021

From consumers to small businesses to enterprise organizations, there’s no denying that wallets were squeezed in 2020 as the height of the pandemic took its toll. The resources, technology, and human capital it took to keep customer care efforts consistent and effective were monumental. Read on to discover our perspective and insights.

Customer Care 156

Customer Care Contact Center 2020 Omnichannel 156

InMoment XI

JANUARY 30, 2024

The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business. Benefits of Customer Experience Management Software Delivering consistent, memorable experiences is no longer a luxury, it’s a necessity.

Customer Experience Management 221

Customer Experience Management Customer Experience Management Roadmap 221

BirdEye

MARCH 27, 2025

Crisis management is a systematic approach businesses use to anticipate, respond, and recover from unexpected events that could threaten their operations, reputation, or public perception. The goal is to minimize the impact of the crisis while ensuring business continuity and protecting customer trust.

Brands 52

Brands Management Airlines Poor Customer Service 52

Optimove

JANUARY 8, 2025

One Email = One Goal : Are you aiming to promote a sale, re-engage churned customers, drive event registrations, or introduce a new product? The Guide to Advance Customer Segmentation Go in depth on advanced segmentation with this guide which was written based on analyzing tens of thousands of segments across Optimoves customer base.

Marketing 52

Marketing Download ROI 2025 52

Kustomer

DECEMBER 29, 2020

The new way of working that 2020 forced upon CX teams will have lingering effects, and consumers are now used to doing business in a whole new way. Changing Consumer Attitudes Means More Digital Commerce. Customers Are People Too. To personalize a customer’s experience, you have to know the customer—and that requires data.

2020 104

2020 E Commerce 2021 Consumers 104

PeopleMetrics

APRIL 10, 2017

Hold Events. One of the best ways to spread word of mouth about your business is by setting up events. Not only are events fun, but they also give you a chance to connect one-on-one with your customers. Your customers will enjoy an event even more if it has content that fits their own unique needs and interests.

E Commerce 102

E Commerce Social Media Loyalty Programs Events 102

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. Who Needs Customer Experience Analytics?

Insights 243

Insights E Commerce Customer Experience E-support 243

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Salesforce ).

Customer Service 117

Customer Service E Commerce Effort Score E-support 117

Interactions

MARCH 19, 2020

We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. . Event managers are canceling and postponing events. Lead with empathy.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

Optimove

JUNE 22, 2023

By utilizing these tiny devices, brands can deliver highly targeted, valuable content and offers to customers based on their location and preferences: In-store navigation: Beacons can be used to provide customers with indoor navigation support, helping them to find products and get around the store more easily.

Technology 98

Technology Customer Engagement Engagement Loyalty Programs 98

CSM Magazine

OCTOBER 6, 2020

Adopting Artificial Intelligence is just the first step, the second is unlocking the true potential of AI to boost customer confidence with a focus on data. reveals his 3-step formula for winning hearts and minds in the quest for consumer trust in the age of AI. AI and consumer trust – a delicate balance. Henry Jinman of EBI.AI

Consumers 52

Consumers Insurance Customer Confidence Automotive 52

TechSee

FEBRUARY 21, 2022

Enhance Customer Service. With companies increasingly competing to win customers based on their experiences, it’s no surprise that 59% of executives in the U.S. say that they’re leveraging AI to enhance customer service. Boost Staffing. Using AI technologies can save time and resources in the hiring process.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

SurveySparrow

APRIL 28, 2023

As a business owner or marketer, it’s essential to understand the psychology behind consumer buying behavior. Understanding consumer behavior is crucial for businesses to create effective marketing strategies that appeal to potential customers and lead to increased sales.

Consumers 52

Consumers E Commerce Advertising Social Media 52

Kustomer

OCTOBER 20, 2022

Over the course of history, the typical support interaction has involved a customer reaching out to a business, typically by phone, and waiting in a support queue in the event of something going wrong. Self-service tools provide customers with the ability to help themselves without having to connect to a human team member.

Events 85

Events Consumers Social Media Loyalty 85

Gravy Analytics

JULY 8, 2019

While Observations and Visitations are about understanding the places and stores people visit, Personas is about understanding the behavioral profile of consumers. One of the most powerful uses for Persona data is appending it to your customer records. These offerings include Observations, Visitations, and Persona data.

Fashion 82

Fashion Travel Consulting Events 82

BirdEye

JULY 5, 2023

Relationship marketing is the strategy of cultivating meaningful relationships with customers to ensure long-term satisfaction and brand loyalty. This strategy uses online and offline communication channels for your business to build stronger relationships with your customer base. Why does relationship marketing work?

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

Hallmark Business Connections

FEBRUARY 23, 2021

With all the digital marketing channels now available, direct mail has fallen out of favor with a number of marketers—an unfortunate turn of events for brands. Consumers, for the most part, recall an article of mail far more than digital correspondence (we’re looking at you, email). Maximizing Direct Mail In the Digital Age.

Marketing 91

Marketing E Commerce Omnichannel E-support 91

BirdEye

NOVEMBER 21, 2023

Jewelry store marketing refers to jewelry retailers’ strategies and tactics to promote their business and products, attract customers, and drive sales. Having knowledgeable jewelry consultants present at these events is critical. Offering event-exclusive pieces or discounts encourages on-site purchases. Watch a demo now.

Marketing 111

Marketing Social Media Advertising Events 111

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. What does consumer trust mean?

2018 113

2018 Webinar Insights Customers 113

ShepHyken

SEPTEMBER 15, 2017

And, with the increasing amount of information big data provides, AIM is designed to help marketers sift through that data in shorter time frames, uncovering valuable insights into their consumers allowing for better marketing campaigns and ROI. They can influence those consumers at the exact moment they are making a decision.

Customer Engagement 209

Customer Engagement Blog Engagement Marketing 209

2020 Research

APRIL 26, 2023

To balance the effects of these events, U.S. It uncovers the broad picture of what your banking customers want and need and how they feel in the moment. Banks can leverage an array of research events such as quick polls, journals, online discussion boards, or video chats to gather diverse insights.

Banking 97

Banking Marketing 2023 Consulting 97

BirdEye

AUGUST 24, 2023

But you may not have heard all the reasons that make chasing after new customers so costly. You have to cast a wide net to attract new customers. Google ads, trade shows, and local events add up. And the scope of traditional marketing makes it difficult to target the ideal customer effectively.

Marketing 98

Marketing Customer Retention Loyalty Customer Centricity 98

SurveySensum

OCTOBER 31, 2024

Why is Digital Customer Engagement Important? Boosts Business Growth and Profit A 5% increase in customer retention can result in a 25% increase in profit and the Pareto Principle states that 80% of your profit comes from 20% of your customer base. Let’s discover.

Customer Engagement 52

Customer Engagement Engagement 2024 Social Media 52

ShepHyken

MAY 5, 2020

They discuss strategies for managing PR and global crises while strengthening your relationships with your customers. Top Takeaways: A key finding from 5WPR’s 2020 Consumer Culture Report was that 71% of people surveyed find it important to buy from companies that align with their values. Trust is crucial in any relationship.

Loyalty 79

Loyalty 2020 Consumers Events 79

Retently

OCTOBER 23, 2024

You could then contact individual clients to follow up on an issue, run a CX campaign surveying specific demographic groups, or send recurring surveys to the entire customer base every six months if you have a subscription business model. In fact, 47% of consumers avoid repurchasing after a frustrating experience, so act quickly.

Retail 109

Retail NPS Touchpoint Feedback 109

NetBase

JULY 17, 2020

Differentiating your brand requires next level consumer understanding. Capturing consumer verbatims to see precisely what they love and hate. And we can identify where that consumer sentiment doesn’t necessarily overlap, and put strategies in place to get them to.” Personal Narrative Theme for Consumer Understanding.

Consumers 52

Consumers Social Media Insights Brands 52

C Space

JANUARY 18, 2021

In 2020, one of the macro-shifts we observed among consumers was that the essential became emotional and the emotional became essential. Brands and categories that had previously had the most functional connection with customers became much more emotionally resonant (and the same shift happened in the opposite direction).

Engagement 116

Engagement 2020 2021 Financial 116

Pointillist

SEPTEMBER 10, 2020

While campaign management puts your customers into the context of marketer-defined campaigns, customer journey orchestration puts all the resources of your customer into the context of your customer’s individual experience. Customer expectations for personalization have evolved immensely.

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

BirdEye

NOVEMBER 22, 2024

AI transforms these time-consuming tasks into automated workflows, giving you back valuable hours to focus on strategy and growth. For example, when a restaurant adds holiday hours, AI ensures consistency across all platforms within minutes, preventing customer confusion and missed opportunities.

ROI 52

ROI Demo Events Metrics 52

West Monroe

JULY 6, 2022

Traditional media can and should still be used to avoid potentially ostracizing a subset of its customer base. It’s apparent that these traditional means of consuming media are still very much present in our everyday lives and cannot be discounted. The customer expectation of a digital experience.

Customer Experience 98

Customer Experience 2011 Events Touchpoint 98

CX University

JANUARY 2, 2025

If your competitors adapt faster to meet customer demands, you risk falling behind or being overstretched to keep up. Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation.

Customer Centricity 52

Customer Centricity Culture Innovation Customer Relationship Management 52

Retently

SEPTEMBER 11, 2018

Besides just losing clients and revenue, low customer satisfaction levels can also harm your brand’s image – especially if certain customer complaints go viral online. For the sake of keeping things simple, we should mention that customer satisfaction metrics are generally also called CX metrics. What Does CX Mean?

NPS 115

NPS Customer Satisfaction Metrics Net Promoter Score 115