Bill Quiseng

JULY 31, 2024

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, this week, I encourage you to remind yourself and your colleagues of this: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable best price, product, or service.

Customers 88

Customers Customer Satisfaction Loyalty Customer Service 88

ChurnZero

JULY 31, 2024

“Meet your customers where they are.” If you’ve ever been in any type of customer-facing role during your career, I’m positive you’ve heard this phrase countless times. So, where are your customers? Are your customers living inside their email inboxes? Well, we hope they are, because we really want them to open and read and click all the emails we send them!

Customer Success 105

Customer Success Engagement 2023 Webinar 105

Second to None

JULY 31, 2024

Over the years, brand loyalty has played a critical role in helping organizations with customer retention, customer lifetime value, and overall customer satisfaction. It’s been an important aspect of consumer behavior that brands have relied on for repeat purchases. However, for many consumers today, brand loyalty doesn’t hold as much weight or influence as it once did.

Loyalty 62

Loyalty Brands Social Media Consumers 62

Integrity Solutions

JULY 31, 2024

Money and incentives matter, but they are only part of the sales retention story. The pace of transformation and continual shifting conditions in the business environment over the past few years have made us all feel like we’re on a roller coaster ride — and you can be sure there will be many more ups and downs and twists and turns ahead.

Sales 66

Sales Culture 2025 Competitive Advantage 66

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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

Second to None

JULY 31, 2024

Over the years, brand loyalty has played a critical role in helping organizations with customer retention, customer lifetime value, and overall customer satisfaction. It’s been an important aspect of consumer behavior that brands have relied on for repeat purchases. However, for many consumers today, brand loyalty doesn’t hold as much weight or influence as it once did.

Loyalty 62

Loyalty Brands Social Media Consumers 62

Brandwatch CX

JULY 31, 2024

Discover the buzz around the 2024 Summer Games: online chatter, K-pop impact, viewer reactions, and brand engagement. Explore key insights in our blog.

2024 98

2024 Consumers Blog Insights 98

Zonka Feedback

JULY 31, 2024

The world of customer experience is ever-evolving, and staying ahead requires more than just understanding trends—it demands active engagement with the leading minds in the industry. Imagine your last pivotal decision. Was it made in isolation, or was it influenced by a breakthrough idea at a conference? This blog dives into the top CX events in the United States, perfect for CXOs and CEOs seeking to refine their strategies.

Events 59

Events Customer Experience 2024 Blog 59

Optimove

JULY 31, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: In this blog post, gain insights from expert marketers about five pillars to create effective strategies that boost customer retention. These are excerpted from a panel discussion at Optimove Connect 2024: Exploring Winning Retention Marketing Strategies.

Customer Retention 59

Customer Retention Marketing Sports 2024 59

CSM Magazine

JULY 31, 2024

Artificial intelligence (AI) is changing every aspect of the economy and how we work. It will take time to become ubiquitous in specific industries, but it has already transformed customer service. Michiel Hulsbergen, CEO of DialogueTrainer , explains. Still, AI won’t replace humans in customer service soon (there are simply too many open jobs ). Most customer service businesses and departments already use AI to improve customer engagement , help customer service agents better access and cover k

Customer Service 59

Customer Service Exceptional Customer Service Download Financial 59

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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

Brandwatch CX

JULY 31, 2024

Discover the buzz around the 2024 Summer Games: online chatter, K-pop impact, viewer reactions, and brand engagement. Explore key insights in our blog.

2024 90

2024 Consumers Blog Insights 90

CX University

JULY 31, 2024

To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term “The Golden Rules of CX.” Golden rules represent essential guidelines crucial for achieving success either broadly or within a specific endeavor. This is the first of a three-part series on nine golden rules for CX Success. The emergence of an experience-driven economy has imposed novel expectations on businesses, marking a significant shift in the customer-business dynamic.

Chief Customer Officer 52

Chief Customer Officer Culture Retail Innovation 52

SurveySensum

JULY 31, 2024

Ever wondered how companies like Netflix or Amazon seem to always know exactly what you need, your expectations, even before you do? The magic lies in the AI feedback loop – a complete game changer in the world of feedback analysis. This AI capability enables businesses to analyze your feedback to extract actionable insights, understand customer sentiments, and even gauge their emotions.

Feedback 52

Feedback Demo Social Media Omnichannel 52

CSM Magazine

JULY 31, 2024

Sybill.ai Founders (L-R): Nishit Asnani, Mehak Aggarwal, Gorish Aggarwal, Soumyarka Mondal Sybill’s powerful home–grown AI-first assistant allows B2B sales reps to close more deals by automating the tedious manual work it takes to turn a lead into a closed customer, growing to US$1M in ARR within just 9 months. B2B sales is a fiercely competitive environment, often hindered by time-consuming administrative tasks that account executives spend over 65% of their week on.

B2B 52

B2B Sales Competitive Advantage 2024 52

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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.

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The DiJulius Group

JULY 31, 2024

On this episode of The Customer Service Revolution, uncover the secrets to building a thriving internal culture with John DiJulius and Dave Murray. Learn how breaking down organizational silos can transform your workplace into a cohesive, efficient powerhouse. Using real-world examples from Intermountain Healthcare, we’ll show you how effective leadership and a strong internal culture.

Healthcare 52

Healthcare Culture Leadership Article 52

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time.

Customer Experience 338

Customer Experience Social Media 2024 B2B 338

Totango

JULY 31, 2024

“In a PLG motion… you’re helping people to use the product more effectively, and ultimately, to upgrade to a paid experience. [In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company.

Sales 98

Sales Leadership Events Advertising 98

Zonka Feedback

JULY 31, 2024

In today's rapidly evolving healthcare landscape, patient experience is more critical than ever. Did you know that hospitals with high patient satisfaction scores experience a 50% higher net margin compared to those with lower scores? This statistic, reported by the Harvard Business Review, highlights just how vital it is for healthcare providers to prioritize patient experience.

2024 59

2024 Healthcare Hospitality Feedback 59

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

JULY 31, 2024

We’ve tried Agile, DevSecOps and LowCode, Now What? Past and future technologies and paradigms shifts like Agile, DevOps, low-code, and even AI have been reshaping the software development world. Now, generative AI is disrupting it. The software development lifecycle (SDLC), is being accelerated and reimagined as a process happening in real-time.

Technology 63

Technology 63

Zonka Feedback

JULY 31, 2024

Caregivers are the backbone of any healthcare system, playing a crucial role in ensuring the well-being and recovery of patients. However, the immense responsibilities they shoulder often lead to high levels of stress and burnout, which can significantly impact their job satisfaction and performance. Recognizing and addressing their needs is not just beneficial for the caregivers themselves but is also essential for delivering high-quality patient care.

Healthcare 52

Healthcare Feedback Management 52

Forrester's Customer Insights

JULY 31, 2024

The recent issue with the CrowdStrike Falcon agent on Windows platforms and the resulting recovery challenges, including the primary requirement to have a console connection to the Windows devices and access to the BitLocker key to get into the recovery console, are causing some IT leaders to consider migrating critical systems away from Windows to […]

Connections 34

Connections Management 34