Wed.Jul 31, 2024

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It’s not about the good service you render. It’s about the GREAT experience your customers remember. Don’t just be good. Be GREAT out there!

Bill Quiseng

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.

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Beyond email: four essential digital engagement channels for customer success teams

ChurnZero

“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!

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Gen-Z and Brand Loyalty: How Brands Can Win Gen-Z Loyalty

Second to None

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
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Sales Retention: Will You Be Able to Keep Your Superstars In The Future?

Integrity Solutions

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
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Unlock the Future of Learning Growth and Retention at Cognition24!

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.

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Gen-Z and Brand Loyalty: How Brands Can Win Gen-Z Loyalty

Second to None

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

More Trending

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The consumer outlook on the 2024 Summer Games

Brandwatch CX

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
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Top Customer Experience (CX) Events & Conferences in the USA 2024-25

Zonka Feedback

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
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The consumer outlook on the 2024 Summer Games

Brandwatch CX

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 94
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Marketers Share Five Pillars of Customer Retention Success 

Optimove

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.

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The State of Digital Customer Experience Report 2024

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.

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AI Is Changing Customer Service: Here’s A Five-Step Plan To Make It Work For Your Company

CSM Magazine

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

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The Nine Golden Rules of CX Success: Rules 1-3

CX University

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.

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AI Feedback Loop: From Feedback Analysis to Continuous Improvement

SurveySensum

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.

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Sybill Secures Us$11M to Accelerate B2B Sales With AI-Powered Assistant That Transforms Every Rep Into a Super Seller

CSM Magazine

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.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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166: Tearing Down Silos by Building Collaboration Across Departments

The DiJulius Group

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.

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Ahead of the Curve: MarTech-Driven Customer Experience Evolution

eglobalis

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.

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Mastering the Shift: From Product-Led Growth to Enterprise Sales

Totango

“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.

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Best Patient Experience Tools in 2024

Zonka Feedback

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
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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

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.

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AI and The End Of Software Development As We Know it.

Forrester's Customer Insights

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.

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Caregiver Satisfaction Survey: Improving Work Environment and Care Quality

Zonka Feedback

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.

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Even Greener Pastures Have Their Own Manure

Forrester's Customer Insights

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 […]