The DiJulius Group

AUGUST 7, 2023

Do you know if the customer experience your brand is offering really delivers, or is detracting from your customers and even your employees? Today’s consumers demand to do business with the people and brands that will offer them the best experience. With customer expectations at record high levels, it’s essential to know the causes and. Read Full Article The post What is Poor Customer Service Costing You And How Can A Consulting Firm Help?

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Poor Customer Service Consulting Customer Service Customer Expectations 79

Braze

AUGUST 7, 2023

By thoroughly planning campaigns or customer journeys as part of their Braze onboarding process, brands can reduce implementation costs while setting their teams up for long-term success. To get started, we’ve identified four simple steps. Let's dive in.

Customer Engagement 96

Customer Engagement Engagement Customer Journey Brands 96

BirdEye

AUGUST 7, 2023

There used to be a quick answer to “What is auto repair marketing?” Old-fashioned word of mouth was the best way to get the word out about your auto repair shop. But now, most customers start their search online. That means you need more strategies in your pocket to stand out from your competitors. Below, we delve deeper into 13 auto repair marketing strategies to boost your business.

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Sales Marketing Social Media Loyalty Programs 52

CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. The cloud-based system is used by across the company to provide end-to-end automated workflows from initial enquiry through to job completion reporting, invoicing, and customer care follow ups.

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Management 2018 2013 Customer Relationship Management 52

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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

Horizon CX

AUGUST 7, 2023

Diversity, equity, and inclusion (DEI) is a concept that has been given a lot of attention in recent years and now appears to be the target of assaults in certain areas of the country as being a trendy ideology. Let’s unpack the concept of diversity and explain how this is critical to the success of businesses and particularly within the domain of customer experience (CX) management.

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Culture Innovation 2023 Communication 52

Forrester's Customer Insights

AUGUST 7, 2023

Two months ago, I announced Forrester’s revenue growth framework. We reviewed academic research, evaluated practitioner models, spoke with CMOs, and studied best practices among companies to distill a framework to help our clients develop a structured approach to growing revenue. I’ve applied this lens to Apple’s latest earnings release to analyze the company’s growth strategy.

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Middlesex Consulting

AUGUST 7, 2023

Recently, both inflation and labor reports have indicated that the likelihood of a recession is declining. An improved economy means business leaders can take one eye off economic risk and increase their focus on growth (total revenue and earnings before interest, taxes, and amortization, abbreviated as EBITA). Growth requires doing something different from the status […] The post The Primary Tool for Growth Is Innovation appeared first on Middlesex Consulting.

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Innovation Consulting 78

MyCustomer

AUGUST 7, 2023

ImprintCX’s Ed Murphy explores the proliferation of personalisation in the CX sector – providing tips on determining the right level of personalisation.

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West Monroe

AUGUST 7, 2023

CFOs of private equity-backed companies continue to navigate the complexities of the current economic environment—among the most important tasks include the ability to create and track value across the portfolio company organization while also focusing on delivering greater value within their organization. To empower CFOs in navigating this challenging environment, West Monroe developed a comprehensive three-part series that serves as a practical "playbook" for driving value throughout the

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Financial Metrics Technology Insights 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

Circular Edge

AUGUST 7, 2023

Introducing Our New Look & CE 20th Anniversary We are proud to celebrate an exceptional 20 years of service to the Oracle community by introducing a refreshed look, representing a new chapter for CE. CE has been helping companies overcome obstacles to deliver more business value since 2003, founded with a vision for growth and success and a passion for innovation.

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Braze

AUGUST 7, 2023

The Tech for Black Founders program was launched in 2020 in an effort to level the playing field for Black-led businesses. We're excited to announce the 12 startups selected for our 2023 cohort.

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Clarivate

AUGUST 7, 2023

One year ago, we welcomed Dialog Solutions from ProQuest to the Clarivate portfolio of brands. Today we mark the next step in this journey as Dialog Solutions is integrated within the Clarivate brand. In the coming weeks we will fully transition Dialog Solutions to the Clarivate identity, folding the Dialog offerings into our Life Sciences & Healthcare portfolio of solutions.

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Healthcare Innovation Brands Technology 52

ShepHyken

AUGUST 7, 2023

Top Takeaways: Being a destination workplace requires deliberately building a culture that attracts talented individuals. Organizations should strive to create an environment where employees are proud to work, find meaning in their careers, and have growth opportunities. In today’s job market, loyalty to a single company is less common. Employees often see their first job as a stepping stone to their next employment opportunity.

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Roadmap Culture Innovation Communication 118

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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

SurveySensum

AUGUST 7, 2023

Struggling to make B2B customers happier? But how? – You must not only meet but exceed your customer’s expectations. It’s time to unleash the potential of your B2B customer experience. With effective strategies like personalization, omnichannel customer support, and an efficient VOC Program, you pave the way for a seamless, convenient, and hassle-free customer journey.

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B2B Customer Experience Marketing Customer Centricity 52

Forrester's Customer Insights

AUGUST 7, 2023

Zero Trust advocates have been on a campaign to #KillTheVPN for years, largely because VPNs provide too much (implicit) access and can become the entry point for malicious activity. The replacement technology is Zero Trust network access (ZTNA), and it is how most organizations are getting into Zero Trust today.

Technology 26

Technology 26

Forrester's Customer Insights

AUGUST 7, 2023

It is no exaggeration to say that generative AI (genAI) is everywhere these days, or that every function inside firms is scrambling to understand their company’s AI policies to avoid being out of compliance; to test the new technology to understand if it offers any competitive advantage; and to meet with agency and vendor partners […]

Competitive Advantage 26

Competitive Advantage Innovation B2B Marketing 26

Forrester's Customer Insights

AUGUST 7, 2023

Findings of the State of Field Marketing Study, 2023 to be unpacked at upcoming EMEA and APAC B2B Summit events.

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2023 Marketing B2B Events 26

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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.

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