CSM Magazine

MAY 19, 2022

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 The white paper, Keep Calm and Simplify – Contact centre best practices in the era of PCI DSS 4.0 , also looks at best practices and emerging technologies that will shape the payment security industry.

White Paper 52

White Paper Government 2018 Communication 52

TechSee

SEPTEMBER 30, 2024

In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics industries. To gain deeper insights into the impact of these technologies, make sure to download our white paper.

White Paper 109

White Paper Automotive Download Customer Satisfaction 109

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Parature’s complimentary white paper “ Getting More with Self-Service ,” the Service Council reports their recent poll respondents ranked the following as the top three challenges for their Self-Service Channels: Message constancy.

White Paper 160

White Paper 2014 2015 2012 160

TechSee

MARCH 12, 2019

This in-depth white paper by TechSee explores the real-world uses of implementing vision automation technologies within the contact center. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs. The Power of Visual Automation.

White Paper 111

White Paper Contact Center Net Promoter Score Average Handle Time 111

TechSee

OCTOBER 19, 2021

According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% Retailers have implemented restocking fees as a mechanism to discourage consumers from becoming serial returners. These help to onboard and train consumers to set up and operate their products.

E Commerce 124

E Commerce White Paper E-support Retail 124

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. In the business to consumer world, you could offer money back guarantees. This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. Be easy to do business with.

White Paper 127

White Paper Customer Relationship Management Download NPS 127

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” You’ll need to contact potential vendors in the next step, and this can be time-consuming. At times, refocusing your efforts may be the best course of action.

White Paper 243

White Paper Social Media Feedback 2019 243

Customers That Stick

SEPTEMBER 18, 2014

Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are currently between 18 to 34 years old)? Here’s a look at how to target Millennials effectively through loyalty programs.

Loyalty Programs 133

Loyalty Programs Loyalty White Paper Social Media 133

Beyond Philosophy

SEPTEMBER 13, 2016

Saying that today’s consumers and employees are ‘savvy’ is only scratching the surface of their awareness, sophistication, and levels of discrimination in identifying what is real and what is fake. Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Tricia Morris

OCTOBER 22, 2015

Notes analyst Esteban Kolsky in a recent white paper , sales benefits from employee self-service knowledge by being able to provide prospects with immediate information, whether that’s the latest sales or marketing promotion, new product information, or for existing customers, the status of a service request or upgrade.

White Paper 104

White Paper 2015 Culture 2014 104

Tricia Morris

SEPTEMBER 4, 2015

Now consider this: In a recent Aspect Consumer Experience Survey , 76% of consumers surveyed say their view customer service as the true test of how much a company values them. In a recent white paper , ThinkJar Founder and Principal Esteban Kolsky, agreed that this is a commonly heard frustration.

White Paper 85

White Paper Engagement Customer Service 2015 85

NICE inContact

FEBRUARY 24, 2021

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. In fact, the patient-consumer is already here.

White Paper 66

White Paper Consumers Healthcare Contact Center 66

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea. In his 2010 book, Marketing 3.0:

Financial 144

Financial White Paper Books Airlines 144

Beyond Philosophy

AUGUST 17, 2015

On the consumer side, many of us can remember expectations of experience at a restaurant, supermarket, hotel, rented auto, insurance company, department or discount store, etc. that haven’t been met. When experience reliability suffers, consumer emotion and memory will trigger offline and word of mouth, usually negative.

White Paper 100

White Paper Multi-Channel Hotels Banking 100

ShepHyken

JUNE 24, 2019

Consumer Affairs) Most consumers can relate to either seeing or experiencing poor customer service, whether it’s at a restaurant, hotel, or the grocery store. Imagine if you were to incorporate all ten of these into your business (and you probably can). The customer service you provide would be… Amazing!

Article 118

Article 2019 Customer Service Poor Customer Service 118

Help Scout

AUGUST 11, 2021

Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. Post-Pandemic In-Store Shopping: Consumers Reconsider The Value Of The Store. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks.

Blog 82

Blog White Paper Customer Service Webinar 82

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper.

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

Gravy Analytics

AUGUST 19, 2019

Anonymous mobile location signals, when cleansed, aggregated, and enriched, give marketers new insight into consumer behavior. Visitations provides verified consumer visits to commercial places of interest for the 250M+ mobile devices in our system. What are Visitations? How can I use Visitations?

White Paper 71

White Paper Hotels Travel Consulting 71

IntouchInsight

APRIL 12, 2018

Increasingly educated and connected, consumers are empowered in their purchase decisions and expect consistent, high-value experiences. There are several trends occurring across the world that are contributing to hyper-competition around customer experience.

White Paper 48

White Paper Consumers Connections Customer Experience 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. In digital support, accessibility means providing channels that are easy for your consumer base to access and use. Accessible.

2022 98

2022 Customer Experience Omnichannel White Paper 98

Comm100

MAY 20, 2020

Today’s consumer wants choice. If you want to find out more about omnichannel customer engagement and how to handle interactions across channels with more control and less effort, download the White Paper below: Free Download: Customer Engagement 2020 White Paper. White Paper. Download Now.

Omnichannel 64

Omnichannel White Paper Customer Service Download 64

Totango

MARCH 16, 2021

B2C marketing and sales may aim at the general consumer, while B2B may be more industry-specific and customized. B2C buyer needs involve consumer issues such as personal finances or convenience, while B2B buyer needs involve organizational issues such as profitability or efficiency.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

SaleMove

MAY 14, 2021

Social distancing, quarantines and remote work have impacted consumer expectations and how businesses deliver goods and services. So how are property & casualty insurers responding to evolving consumer needs, and how can they continue to differentiate themselves in a crowded marketplace? Customer-Centricity Sets Insurers Apart.

Insurance 52

Insurance White Paper Contact Center Call Center 52

Kayako

MAY 13, 2022

In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. White papers. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Blog posts.

White Paper 118

White Paper E Commerce E-support Customer Satisfaction 118

ShepHyken

NOVEMBER 24, 2017

In fact, nearly half of consumers expect a response within one hour of reaching out via social media, so don’t leave them hanging. Brooke Harper is a seasoned writer and sales consultant and has written hundreds of articles and white papers covering all aspects of B2B sales, phone marketing, and advanced sales strategy.

Social Media 89

Social Media Blog Customer Service White Paper 89

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

UJET

DECEMBER 2, 2020

Self-service has become the preferred method for service today for many consumers, so it is an ideal time for companies to enhance or replace their voice self-service solutions, which should have been updated years ago. The post Can Artificial Intelligence Replace Contact Center Agents? appeared first on UJET.

Contact Center 72

Contact Center White Paper Virtual Agent Consulting 72

Tricia Morris

AUGUST 11, 2015

But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison. According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low , with satisfaction scores averaging 64.4

Government 81

Government Customer Service White Paper 2015 81

CSM Magazine

SEPTEMBER 15, 2021

Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers. The selection of customers span the UK, 27% are based in London and 50% of customers are aged between 26 and 42.

Retail 52

Retail White Paper Banking 2020 52

CSM Magazine

JULY 27, 2022

According to Yotpo’s ‘The State of Brand Loyalty 2022’ report, one of the most important factors to UK consumers when choosing a brand to purchase from is shared values. of Gen Zers – highlighting that brands need to adapt to this emerging consumer group. What will loyal customers do for your business? Here are our top tips.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Oracle

MARCH 22, 2021

As a former B2B SaaS content and SEO lead who’s an avid consumer of “can’t miss deals” on cashback sites, I’ve tasted both B2B and B2C marketing flavors. B2B marketing is about building lasting relationships; consumer marketing is about making an instant impression. Still unclear?

B2C 85

B2C B2B Marketing White Paper 85

Comm100

MAY 20, 2020

Today’s consumer wants choice. If you want to find out more about omnichannel customer engagement and how to handle interactions across channels with more control and less effort, download the White Paper below: . Free Download: Customer Engagement 2020 White Paper. White Paper. Download Now.

Omnichannel 52

Omnichannel White Paper Customer Service Download 52

Eptica

FEBRUARY 28, 2018

Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers. Automation often means that customers themselves having to do more.

Customer Service 62

Customer Service White Paper Banking 2018 62

Inbenta

AUGUST 23, 2024

Yet even among consumers dedicated to a brand, 59% will leave after a few bad experiences — 17% will drop you after just one failure. Read the full white paper, “ Building Policyholder Loyalty with AI ” to get the rest of the story. Industry-wide, the average cost per acquisition is $900.

White Paper 52

White Paper Insurance Virtual Agent Demo 52

Integrity Solutions

APRIL 19, 2024

Additionally, McKinsey notes that more than three-fourths (76%) of consumers get frustrated when their buying experiences aren’t personalized. For example, 78% of consumers are likely to make repeat purchases and recommend others to companies that use personalization.

Sales 103

Sales Loyalty White Paper Contact Center 103

Kustomer

SEPTEMBER 5, 2018

Read Our White Paper on the DTC Experience HERE. The Direct-to-Consumer (DTC) revolution is shaking the foundation of retail business. Those that can innovate, adapt, and bring a higher caliber of experience and smarter ways to buy using the vast amount of consumer and product data available will be the ones that succeed.

White Paper 43

White Paper Brands Customer Centricity Download 43

Comm100

JANUARY 21, 2020

B2C consumers tend to prefer online channels such as live chat, texting, and social media above traditional communication. This post is the second of two that are based on our Omnichannel white paper. B2B tends to expect responses within 1-24 hours. Read part 1 here , and access the full story here.

Customer Journey 90

Customer Journey Social Media B2C Omnichannel 90