SurveySensum

NOVEMBER 27, 2023

Imagine you spend most of your time on social media apps because you love sharing pictures. But today you’re unable to upload multiple photos in one post – a technical glitch. Now after a few days, while using the app (as you’re a frequent user), an in-app survey popped up. You leveraged this moment and explained the issue step by step. You gave detailed feedback and suggested making it easier to add multiple pictures and organize them in a single post.

Feedback 52

Feedback Social Media Roadmap Demo 52

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

CSM Magazine

NOVEMBER 28, 2023

One of the biggest reasons cyber attacks are so damaging to businesses is because of consumers. Customer service in 2023 doesn’t just mean supporting a customer with a purchase, or helping them navigate a website, it’s about protecting them. After recent notable data breaches – such as the Yahoo debacle and the breach of LinkedIn – consumers’ literacy in cybersecurity and data protection has grown.

Customer Service 52

Customer Service 2023 Customer Confidence Consumers 52

BlueOcean

NOVEMBER 29, 2023

The fact that silos are the enemy of business success is nothing new. That they happen anyway is one of the biggest business challenges a leader must navigate. At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

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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

Experience Investigators by 360Connext

NOVEMBER 28, 2023

Ready to decode the new age of customer experience? Join Jeannie and her insightful guest Nate Brown , co-founder of CX Accelerator, as they decode the latest customer experience trends in the face of evolving consumer behavior. They uncover the mysteries of the “hermit consumer” – a seismic $600 billion shift in consumer behavior brought about by the pandemic.

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Retently

NOVEMBER 27, 2023

Outsourcing has become increasingly popular these days, as more companies worldwide are exploring different destinations for outsourcing their business activities, and it’s no wonder why. The many advantages of outsourcing make it an attractive strategy in today’s global economy, turning it into a common practice. But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

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

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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.

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Omnichannel Customer Service Social Media B2B 106

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. Recognizing this, top brands and businesses are integrating review management into their marketing strategies. Not only does review management help safeguard and enhance a company’s brand reputation; but it can also improve search engine visibility and cultivate brand trust among existing and potential customers.

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Management Marketing Social Media Feedback 259

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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

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. Searching on the internet used to be about using keywords, but now it’s smarter!

Customer Experience 101

Customer Experience Technology User Experience Customer Satisfaction 101

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

SaleMove

DECEMBER 1, 2023

Rick DeLisi shares his thoughts on the state of the customer survey and how he sees the methods of collecting feedback changing in the future. The post Customer Surveys: Necessary But Insufficient appeared first on Glia Blog | Digital Customer Service Explained.

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Blog Customers Feedback Customer Service 90

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. In a recent episode of The Digital Customer Success Podcast , Totango’s SVP of Customer Success, Chris Dishman had an insightful conversation with host Alex Turkovic about digital customer success (CS) hot topics, including health sc

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Customer Success Touchpoint Customers Insights 107

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

ShepHyken

NOVEMBER 28, 2023

I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.

Workshop 92

Workshop Advertising Customer Service Training Communication 92

BirdEye

NOVEMBER 27, 2023

What’s that one thing every business must face, even when they don’t want to? It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. It means you must try your best to make customers happy, especially when things get tricky. But here’s the kicker: those seemingly unpleasant interactions are not headaches.

Social Media 110

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 110

Optimove

NOVEMBER 27, 2023

Why It Matters: Lifecycle email marketing is a strategic approach that involves sending targeted and timely emails to customers throughout their entire journey with a brand. It’s designed to nurture customer relationships, enhance engagement, and ultimately contribute to increased customer retention and lifetime value. Utilize the following 10 strategies to get the right messages in front of the right customers at the right time — and gain their loyalty for life. 1.

Marketing 69

Marketing Loyalty Customer Relationships Customer Retention 69

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion.

Customer Success 95

Customer Success 2023 B2B Customer Relationship Management 95

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

ShepHyken

NOVEMBER 28, 2023

I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.

Workshop 69

Workshop Advertising Customer Service Training Communication 69

BirdEye

NOVEMBER 28, 2023

Did you know that in the last twelve months, an impressive 73% of consumers searched online for local restaurants? This statistic shows that your customers are looking for you online. But are you showing up in those search results? In the highly competitive food industry, you can’t afford to stick your head in the sand and hope everything will work out.

Management 109

Management Social Media 2007 Reference 109

kommunicate

NOVEMBER 29, 2023

Last Updated on November 29, 2023 In a large enterprise, the role of a Product Manager emerges as a linchpin for success. A PM is someone who paves the path for the growth of the product and turning into a cash cow for the business. Marty Cagan, in his seminal work “Inspired,” succinctly captures the [.] The post How To Resolve Customer Experience Issues As A Large Company’s Product Manager appeared first on Kommunicate Blog.

Management 98

Management Customer Experience 2023 Blog 98

Customer Enthusiast

NOVEMBER 28, 2023

From time to time, I get a question similar to this: “What do you do if someone doesn’t buy-in to the company mission or purpose and resists your attempts to link these to their job responsibilities?” It’s true that not every employee will buy-in to the organization’s mission, vision, purpose, and core values. Some will … Continue reading "What if employees don’t buy-in to the mission?

Leadership 62

Leadership Engagement Customer Service Management 62

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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

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument.

Article 72

Article 2023 Customer Service Net Promoter Score 72

BirdEye

NOVEMBER 30, 2023

Lawyers are experts at advocating for their clients, but when it comes to advocating for their firms, many find themselves in unfamiliar territory. You can lean on understanding the law and legal precedents to guide you in the courtroom. But law firm marketing requires different skills — brand building, digital savviness, and a deep understanding of client needs and perceptions.

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Marketing Social Media Workshop Events 111

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. These awards, part of the ICS Annual Conference , recognise and celebrate the organisations delivering outstanding customer experience, whether it be through people, initiatives or software like ours.

Customer Satisfaction 62

Customer Satisfaction 2024 Healthcare 2010 62

Customer Enthusiast

NOVEMBER 27, 2023

This post is the fifth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to support leaders, managers, and supervisors in this effort. In summary, the first four steps are 1.

Connections 62

Connections Management Leadership Engagement 62

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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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