ShepHyken

AUGUST 28, 2023

Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty. Personalized notes are a powerful tool in business. They break through the clutter of digital communication and create a meaningful connection with customers and clients. Greeting cards can be used strategically to strengthen business relationships.

Customer Experience 69

Customer Experience Insurance Loyalty Connections 69

Braze

AUGUST 28, 2023

To make the RFP process easier, we’ve created a customer engagement platform RFP template. It’s designed to help you clearly define your brand’s needs, invite potential suppliers to propose solutions, and, ultimately, select the one that aligns best with their objectives.

Customer Engagement 98

Customer Engagement Engagement Customers 98

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Customer Experience Lessons You Can Learn From the Eras Tour by Brittany Hodak (Brittany Hodak) Beyond the spectacle of the show-stopping performances, the unique celebrations, and the staggering economic impact, the Eras Tour is a testament to Taylor’s fan-centric philos

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2023 Article Customer Service Magazine 62

The DiJulius Group

AUGUST 28, 2023

The Employee Service Aptitude Test One of the best tools for measuring if an employee’s service aptitude is high enough to start interacting with a company’s customer is the Employee Service Aptitude Test (E-SAT), created by The DiJulius Group. The E-SAT is a customized test that asks approximately 25-50 multiple-choice questions about common situations that.

Measurement 94

Measurement Article Interaction Customers 94

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Kustomer

AUGUST 28, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. In the digital age, customer service has evolved from a mere necessity to a powerful tool that can shape a brand’s reputation and customer loyalty.

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Customer Service Airlines Hotels Omnichannel 52

SurveySparrow

AUGUST 28, 2023

Have you ever found yourself immersed in the world of SaaS, wondering what makes certain companies stand head and shoulders above the rest? While factors like features and pricing play a role, there’s a secret ingredient that truly defines their success: delivering an unparalleled customer experience in the realm of Software as a Service (SaaS).

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

SAP Customer Experience

AUGUST 28, 2023

Dear Community, The 2311 release (November 2023) for SAP Sales and Service Cloud is approaching. We will be adding the release webcast-related information and assets here in our community. This will allow you to access the on-demand recording after the live event, short demos if available, slide deck, and also.

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Sales 2023 Demo Events 79

Comm100

AUGUST 28, 2023

There is no doubt that digital transformation in higher education is essential – but there’s also no doubt that many schools are falling behind in this journey. Digital transformation in higher education isn’t just about introducing online courses or providing email support; it’s about creating a cohesive, digitally driven ecosystem that enhances every stage of the student experience.

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Download Measurement Communication Engagement 52

BirdEye

AUGUST 28, 2023

Both positive and negative online customer reviews matter greatly to every business, especially those in the hospitality industry, such as restaurants and catering services. But the process can be complex. Restaurant business owners often wonder how to start seeking reviews from customers, influencers, and critics. For growing businesses, Google reviews are the best place to start.

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Feedback Demo Entertainment Customers 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Call Experts

AUGUST 28, 2023

Are you on the hunt for awesome Labor Day ideas 2023? As the summer breeze slowly transitions into the crispness of fall, the arrival of Labor Day offers the perfect opportunity for families to celebrate the contributions of the American workforce. Instead of the usual routine this year, why not make the most of this long weekend? Engage in exciting and memorable activities.

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2023 Entertainment Engagement Measurement 52

The DiJulius Group

AUGUST 28, 2023

The Employee Service Aptitude Test One of the best tools for measuring if an employee’s service aptitude is high enough to start interacting with a company’s customer is the Employee Service Aptitude Test (E-SAT), created by The DiJulius Group. The E-SAT is a customized test that asks approximately 25-50 multiple-choice questions about common situations that.

Measurement 52

Measurement Article Interaction Customers 52

Happy or Not

AUGUST 28, 2023

Business analytics in retail are one of the most powerful tools companies can use to increase customer satisfaction and drive long-term growth. But even though most brands know the importance of collecting data, many are still wondering how exactly they can apply analytics for retail industry to leverage all of its benefits. In this article, we’ll give you an in-depth look into how business analytics for retail can be used for maximum impact and results that keep giving. 5 Benefits of us

Retail 36

Retail Customer Satisfaction Competitive Advantage Loyalty 36

Kapta Customer Success

AUGUST 28, 2023

Account management is a social role that requires interdepartmental cooperation. Learn how account managers can collaborate with four teams for better outcomes.

Management 52

Management 2023 Customer Engagement Customer Success 52

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

Forrester's Customer Insights

AUGUST 28, 2023

“I saw the angel in the marble and carved until I set him free.” There is no proof that Michelangelo said this, but it is a beautiful metaphor apropos to building conversational AI (chatbots and voice self-service) applications with generative AI and large language models (LLMs).

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Events Customer Experience Customers 49

Help Scout

AUGUST 28, 2023

We’ll show you practical ways to improve the customer experience for your ecommerce store so you can get more repeat customers and word-of-mouth referrals.

Customer Experience 44

Customer Experience Article Customers 44

BirdEye

AUGUST 28, 2023

Social reach is one of the most important metrics of social media management. When you publish content on social media, you want to know who sees it and how many people interact with it. That’s what social media reach gives you. Measure the success of your social posts and gather insights about the demographics and interests of your followers. Discover why social reach matters and learn how to track and optimize it to boost your social media growth in this blog.

Social Media 98

Social Media Metrics Measurement Multi-Channel 98

Centercode

AUGUST 28, 2023

Last week in the Dogfooding Best Practices Series, we looked at the advantages eating your own dog food can bring to both your product and your company. From improving product quality to promoting product awareness, a well-oiled dogfooding program sends far-reaching benefits throughout your organization. But, of course, it isn’t easy.

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Zonka Feedback

AUGUST 28, 2023

Enterprise Feedback Management software provides accessible survey data, offering actionable insights across all levels of a company, from frontline to C-suite. It empowers leaders to understand, anticipate, and respond to the needs of a company while nurturing customer relationships.

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Feedback Management Customer Relationships Insights 52

Forrester's Customer Insights

AUGUST 28, 2023

Competition, economic conditions, and globalization are pushing companies to investigate ways and means to maximize their revenue and profitability. They are trying to achieve these objectives by reducing costs and increasing profits through revenue growth. Revenue growth is complex as it companies need to understand and balance multiple parameters to make it work.

Retail 51

Retail Customers 51

Kustomer

AUGUST 28, 2023

The modern buyer has high expectations when it comes to great customer service. From solving their issues as quickly as possible to creating a personalized customer experience, it’s important to consistently keep your CS playbook up to date with how to fulfill the latest expectations. On the rare occasion your company may fall short, there is a solution to bring back unhappy customers and possibly even get ahead of a problem before it starts: proactive customer service through bulk messaging.

ROI 97

ROI Return on Investment Measurement Omnichannel 97

Forrester's Customer Insights

AUGUST 28, 2023

Data is everywhere. What constitutes sensitive data for organizations today has greatly expanded in type and format. In my latest report, The State Of Data Security, 2023, we reviewed and analyzed Forrester survey data to identify the key data security trends of the year.

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2023 Management 49

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

SurveySensum

AUGUST 28, 2023

According to the book Product-Led Onboarding: How to Turn Users Into Lifelong Customers , 40-60% of new users won’t even bother to come back after they sign up. Have you ever found yourself stuck in a seemingly endless loop of tutorials, forms, and confusing interfaces when trying out new software? It’s an experience that can quickly turn excitement into exasperation.

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Demo Effort Score Workshop Feedback 52

Forrester's Customer Insights

AUGUST 28, 2023

Insider threat struck the world of professional sports recently when an employee of the NBA team the New York Knicks allegedly shared proprietary information with another NBA team, the Toronto Raptors. In a case of sports espionage, the Knicks are suing the Raptors for theft of assets that could give the Raptors a competitive advantage.

Sports 49

Sports Competitive Advantage Management Information 49

SurveySparrow

AUGUST 28, 2023

Have you ever wondered what makes some businesses effortlessly stand out, captivating their customers at every touchpoint, while others struggle to keep up? The answer lies in the concept of a frictionless customer experience. Imagine a world where your interactions with a company are seamless, intuitive, and devoid of any unnecessary hurdles. This is the hallmark of a truly remarkable customer journey.

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Connections Customer Experience Multi-Channel Social Media 52