InMoment XI

NOVEMBER 30, 2023

Your company’s reputation is arguably more important than your product or service. That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management.

Brands 284

Brands Management Multi-Channel Social Media 284

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. When Birdeye conducted a survey, we found some impressive social media statistics : 81% of the respondents handle social media on the corporate level 24% of the respondents have employees at individual locations This was interesting because one of the reasons why one of our customers, Valley Veterinary Care, opted for Birdeye’s social media management software is that they felt “when thi

Social Media 116

Social Media Management Brands Communication 116

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

BirdEye

NOVEMBER 30, 2023

The travel industry has undergone remarkable transformation over the past few years. While online bookings are still popular, curated travel experiences are also gaining traction. Travelers are increasingly seeking off-beat destinations with guided tours. They prefer a relaxed travel experience, focusing more on enjoyment rather than planning. Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their cu

Travel 110

Travel Marketing Social Media Hotels 110

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

Blueshift

NOVEMBER 30, 2023

I’m thrilled to announce that Blueshift has achieved the Amazon Web Services (AWS) Advertising and Marketing Technology Competency in the category of Digital Customer Experience! This designation recognizes our expertise in helping marketers improve customer engagement with unified customer data and automated cross-channel campaigns built on a foundation of AI capabilities.

Advertising 64

Advertising Technology Marketing Customer Engagement 64

SurveySensum

NOVEMBER 30, 2023

Measuring NPS in the fintech industry serves as an indicator of customer satisfaction and loyalty. Fintech companies that make a real effort to up their customer experience game and boost their NPS scores are setting the stage for solid and long-lasting connections with their customers. It’s the secret sauce for success in the cutthroat fintech market – happy customers, happy business!

NPS 52

NPS Demo Customer Satisfaction Feedback 52

BirdEye

NOVEMBER 30, 2023

For local businesses, every customer interaction counts, including how they pay. Choosing the right payment processor can transform your checkout into a gateway for customer satisfaction and business growth. The tricky part is that there are a lot of online payment processing solutions to choose from. And now, it has become more critical than ever for small businesses to adopt and implement the best online payment methods and processing services to enhance their overall growth potential.

E-support 59

E-support Reference Sales Banking 59

Kustomer

NOVEMBER 30, 2023

As brands seek to leverage the power of customer experience for growth, the intersection of humans and artificial intelligence (AI) continues to redefine the ecosystem. The AI/CX Virtual Summit will bring together thought leaders and innovators who are at the forefront of this dramatic shift. Below, we’ll explore the contributions and insights of 5 distinguished session speakers, each offering a unique lens through which to view the future of CX. 1.

Customer Experience 52

Customer Experience Social Media 2023 Leadership 52

BirdEye

NOVEMBER 30, 2023

What’s the best thing for a plumbing business? A steady stream of clients and a phone that does not stop ringing. It sounds perfect, but it can be hard to achieve, especially in a competitive market. Home service businesses like plumbing companies must constantly be on the lookout to increase their lead generation channels and acquire new customers.

Social Media 59

Social Media Advertising 2024 Marketing 59

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

CSM Magazine

NOVEMBER 30, 2023

Construction sealant application company Burry Sealants has seen a 20 percent expansion of its mobile workforce following the deployment of a cloud-based job management system from BigChange. Burry has also opened a new regional office and completed nearly 13,000 jobs in the last twelve months. With real-time connected mobile app and back-office system, BigChange helped Burry improve both office and field efficiency, reduce paperwork, and improve customer service with better reporting and faster

2011 52

2011 2018 2013 Customer Relationship Management 52

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

Omnichannel 40

Omnichannel Customer Service Social Media B2B 40

ChurnZero

NOVEMBER 30, 2023

Artificial intelligence (AI) has long sparked the human imagination, often in the form of science fiction. Movies about AI becoming sentient and moving to destroy its human makers are plentiful, and mostly follow a familiar storytelling format in which the humans fight back and win. Yet when OpenAI, the company behind ChatGPT, released its large language model (LLM) to the public, the tone changed.

Customer Success 52

Customer Success 2030 Management Chief Customer Officer 52

Gainsight

NOVEMBER 30, 2023

The field of Customer Success (CS) is evolving, as new technologies offer a path to scale CS teams while guiding users through today’s increasingly digital customer journey more efficiently and effectively. One of the most profound drivers of this CS evolution, like nearly every industry today, is Generative AI. In a world that prizes speed and efficiency, Gen AI promises to be the magical wand.

2023 52

2023 2021 Customer Success Technology 52

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

SurveySparrow

NOVEMBER 30, 2023

Let me pose a question to you: Why do some surveys excel at extracting meaningful and valuable data effortlessly? How do some companies know their audiences like the back of their hand? The answer lies in the questions they ask. Well, when it comes to questions, there are primarily two types: open-ended and close-ended questions. This blog will go into the nuances of close-ended questions.

Insights 52

Insights Net Promoter Score Transportation Demo 52

Happy or Not

NOVEMBER 30, 2023

The customer journey doesn’t end with the purchase decision. It typically starts much earlier, and extends far beyond that, including customer interactions, brand experience strategy, and emotional connections. This is why companies should try and measure feedback in real time throughout the journey, from pre-purchase, through the actual purchase, to the after purchase transactions and activities.

Social Media 36

Social Media Feedback Touchpoint Customer Journey 36

Forrester's Customer Insights

NOVEMBER 30, 2023

The 2023 Customer Obsession Awards will recognize organizations and executives who put customers at the center of everything — and, in the process, accelerate growth, customer loyalty, and employee engagement. Learn more and nominate yourself now.

2023 32

2023 Loyalty Customers Engagement 32

Cyara

NOVEMBER 30, 2023

The global contact center market is growing at an unprecedented pace. Already valued at $28.09 billion in 2022 , it’s expected to expand at a compound annual growth rate (CAGR) of 23.9% from 2023-2030.

Contact Center 76

Contact Center 2030 2024 2023 76

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

White Paper

Forrester's Customer Insights

NOVEMBER 30, 2023

Digital-led and scaled customer success are often confused for each other. Learn the difference in this blog post.

Customer Success 29

Customer Success Blog Customers Customer Centricity 29

MyCustomer

NOVEMBER 30, 2023

I came across the term Customer Success about two years ago, in a company I had just joined, and I thought it was a very positive and exciting idea.

Customer Success 87

Customer Success Customers 87

Forrester's Customer Insights

NOVEMBER 30, 2023

Cigna has set its sights on Humana and plans to close a cash and stock deal to acquire its fellow insurer before the year’s end, according to The Wall Street Journal. STAT News talked about this possibility several weeks ago, in the context of Cigna potentially selling off its Medicare Advantage (MA) business.

Insurance 32

Insurance Healthcare Customer Experience Customers 32

Optimove

NOVEMBER 30, 2023

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Brands 76

Brands Marketing 2024 Consumers 76

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Forrester's Customer Insights

NOVEMBER 30, 2023

With UN Climate Change Conference COP28 starting today in Dubai, increased media and activist attention on the implications of climate change is shaping consumers’ perceptions of and attitudes toward environmental sustainability.

Consumers 32

Consumers Marketing B2C Customer Experience 32

Zonka Feedback

NOVEMBER 30, 2023

Once your event is over, you might have some questions in your mind like "How well did it go?", "What did attendees like?", "What didn’t interest them?", "What about event sponsors, will they be likely to support the next event?", and many more questions. Getting inside the heads of your attendees and other stakeholders is a hard nut to crack. The best way to know your attendees’ unbiased feedback is to ask them directly.

Events 52

Events Feedback Management 52

CSM Magazine

NOVEMBER 30, 2023

The year 2024 marks a significant era for small businesses, especially in terms of logistics and shipping. With the expansion of global markets and the increasing need for efficient, cost-effective shipping solutions, small businesses are seeking options that can help them compete effectively in the global marketplace. This article highlights the top 10 shipping options that have become essential for small businesses in 2024, offering a range of services from local deliveries to international sh

2024 52

2024 Transportation Retail Document 52

SmartKarrot

NOVEMBER 30, 2023

In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. Pragya’s wealth of experience in customer-facing roles and her current leadership in the realm of customer success provided invaluable insights into the strategies and nuances of building a robust account risk management playbook.

Management 10

Management Document Roadmap Customer Success 10

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience