Optimove
DECEMBER 14, 2023
Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024. Get ready for our top digital marketing trends for 2024.
Beyond Philosophy
DECEMBER 14, 2023
In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. I knew these customers would leave my client when the competition had a good enough offer. Now, some of you might be scratching your heads, wondering what I am talking about.
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CSM Magazine
DECEMBER 14, 2023
A FIRST FOR A FORCE….Cleveland Police and Crime Commissioner Steve Turner with the Centre for Public Excellence award The police complaints-handling team from the Office of the Police and Crime Commissioner’s (OPCC) has been recognised for its customer service excellence. Cleveland is one of the only forces in the country to have an external team as the public’s first point of contact for police complaints.
Cyara
DECEMBER 14, 2023
On Broadway, shows will run for weeks, months and even years. The length of the run is dependent upon how long they keep selling tickets, so the producers must be constantly monitoring ticket sales and making sure that the customer experience (in this case the audience experience) is positive, and one that elicits rave reviews and referrals. Do you think that people would still come from around the world, purchasing high-priced tickets and packing themselves into seats for the opportunity to wat
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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.
Feedbackly
DECEMBER 14, 2023
Customer emotions play a significant role in strengthening brand loyalty and fueling a brand’s growth. After all, building meaningful connections with your clientele and building the customer journey around their preferences can go a long way. But, obtaining an accurate picture of how customers feel may seem like a hard task. Fortunately, there are two ways of getting into it.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SurveySensum
DECEMBER 14, 2023
NPS has long been a go-to metric for businesses seeking to gauge customer loyalty and satisfaction. However, as businesses adapt to changing consumer behaviors and expectations, a critical question emerges – ‘ Is NPS still relevant in the ever-changing business environment? ’ If you have wondered the same and are still sending NPS surveys JUST because everyone is doing it, then you are not alone.
Gainsight
DECEMBER 14, 2023
It’s no surprise that highly engaged customers tend to be happier, longer-lasting customers. But there’s a catch: It can be a challenge to reach every customer as your business scales. Enter Digital Customer Success (CS). With Digital CS, teams can leverage data and one-to-many communications channels to ensure successful customer experiences and outcomes at scale.
ChurnZero
DECEMBER 14, 2023
Barbershops are as American as baseball and apple pie. It’s also a line of business that hasn’t changed much in decades, observed Dave Salvant when he co-founded Squire. As a young man growing up in Brooklyn, NY, he would do odd jobs at a hair salon run by his aunt. As with any small business, he noticed she often had her hands full juggling duties.
Brad Cleveland Blog
DECEMBER 14, 2023
Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the most successful online … Continue reading → The post <strong>Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever</strong> appeared first on Brad Cleveland.
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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.
Brandwatch CX
DECEMBER 14, 2023
Leverage these holidays to connect with your social media audience. Capitalize on creativity, knowledge and the spirit of celebration for your strategy.
Brad Cleveland Blog
DECEMBER 14, 2023
Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the most successful online … Continue reading → The post <strong>Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever</strong> appeared first on Brad Cleveland.
Helpware
DECEMBER 14, 2023
For all market players, major and minor, Internet marketing is a necessity. Nonetheless, finding and supporting a full-time team is usually ineffective. It entails vast operating expenses and distracts from your primary business functions.
Brandwatch CX
DECEMBER 14, 2023
Leverage these holidays to connect with your social media audience. Capitalize on creativity, knowledge and the spirit of celebration for your strategy.
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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.
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SmartKarrot
DECEMBER 14, 2023
Welcome to a comprehensive exploration of the intricate world of customer success. In this deep dive, we will unravel the secrets of customer success strategies, client relationship building, and the nuances of customer success in various industries. Join me in this enlightening conversation with industry leaders as we dissect the art of client management and customer growth.
Uplight
DECEMBER 14, 2023
As we continue to lead in our mission to accelerate the clean energy ecosystem, we’re excited to share that Uplight has signed a definitive agreement to acquire AutoGrid. This acquisition will fundamentally expand our partners, programs, and ability to create and manage load flexibility for utilities, ecosystem partners, and grid operators around the globe.
SmartKarrot
DECEMBER 14, 2023
Welcome to a comprehensive exploration of the intricate world of customer success. In this deep dive, we will unravel the secrets of customer success strategies, client relationship building, and the nuances of customer success in various industries. Join me in this enlightening conversation with industry leaders as we dissect the art of client management and customer growth.
Doing CX Right
DECEMBER 14, 2023
Award-winning author and leadership expert, Mark Sanborn and Stacy Sherman discuss how to consistently deliver positive emotion and go beyond ordinary service based on 4 principles of "The Fred Factor." The post The Fred Factor Effect: Transforming CX from Ordinary to Exceptional appeared first on Doing CX Right.
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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.
Help Scout
DECEMBER 14, 2023
In the past year, we evolved the Help Scout brand and learned a lot in the process. While each journey is unique, here are some steps any team can take to make big changes happen, quickly and at scale.
Brandwatch CX
DECEMBER 14, 2023
Leverage these holidays to connect with your social media audience. Capitalize on creativity, knowledge and the spirit of celebration for your strategy.
Forrester's Customer Insights
DECEMBER 14, 2023
Generative AI will not just disrupt — it will shatter markets, industries, and economies in waves over the next 10 to 15 years. We sense this, but why and how will this happen? We think that generative AI drives the cost of knowledge activation to zero and creates a virtual knowledge loop that increases what is known in the world by more people. We are launching deep research into this topic and invite you to join us.
Clarivate
DECEMBER 14, 2023
It’s the season of predictions and projections. Here are a few trends in life sciences and healthcare our analysts are keeping an eye on – and what they expect to see in 2024: Move over, oncology – metabolic drugs are the new hotness: The successful launches of Novo Nordisk’s Wegovy® and Eli Lilly’s Mounjaro® represent a revolutionary pharmacological breakthrough of rare proportions.
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!
Forrester's Customer Insights
DECEMBER 14, 2023
It was the best of times; it was the worst of times… Company A and Company B are both implementing new ERP systems. On paper, these companies, and the ERP solutions they are implementing, are the same.
Clarivate
DECEMBER 14, 2023
Pharmaceutical benefit managers, M&A activity among integrated delivery networks, disruption by nontraditional healthcare entities, enrollment, and the 2024 presidential election are five areas to pay attention to moving into 2024. Clarivate experts explain why these topics are ones to watch in 2024. PBMs in the spotlight Pharmaceutical benefit managers (PBMs) will be under the microscope in 2024, both in terms of how they manage certain drugs as well as the impact they have on drug pricing
Forrester's Customer Insights
DECEMBER 14, 2023
The stakes are high for B2B buyer seller enablement. As enterprise buyers tighten their budgets, the competency of B2B sellers is more critical than ever before.
Forrester's Customer Insights
DECEMBER 14, 2023
Raise cyberattack awareness with your staff and prepare your incident response plans to prepare for cyberattacks this holiday season.
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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.
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