Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights. Understanding Customer Satisfaction At its core, customer satisfaction is a reflection of how content and fulfilled your customers are with their experiences with your brand.

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Customer Satisfaction Metrics Measurement Net Promoter Score 59

InMoment XI

SEPTEMBER 12, 2023

In today’s cut-throat market, differentiating your brand is more important than ever. What better way to outsmart your competitors than to understand them intimately? Competitive analysis offers you this lens. This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies.

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Marketing Competitive Advantage Return on Investment Poor Customer Service 195

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit.

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Definition Customer Experience Net Promoter Score NPS 78

ShepHyken

SEPTEMBER 11, 2023

Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. It helps identify areas where organizations may be falling short and prompts them to revise their current strategies for improvement. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints.

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Net Promoter Score NPS Automotive Poor Customer Service 132

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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

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. This is where CX metrics for success come into play. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact.

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Metrics Customer Experience Net Promoter Score Touchpoint 59

Experience Investigators by 360Connext

SEPTEMBER 12, 2023

”Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?” How do we define success?” Performance reviews can be rough from both sides of the table. They are often full of assumptions and expectations. However, these hard conversations are necessary.

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Customer Experience Professionals Measurement Customer Experience Customers 143

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. The same thing happens with employees inside an organization. You can usually find someone who seems to be doing more than expected – something that’s not in their job description.

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Workshop Customer Service Training Customer Service Connections 150

ReviewTrackers

SEPTEMBER 13, 2023

It’s common knowledge that testimonials are important for any business, and it’s because they provide three major benefits: Increased online conversions Improved SEO performance Establishes social proof However, it’s not enough to just talk about these benefits, which is why we’re adding some real-world examples to give you an idea of how testimonials can have a positive impact on customers.

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Blog Article Information Sales 128

BirdEye

SEPTEMBER 11, 2023

Satisfied customers build successful businesses. Every business works to keep its customers happy, provide the best service, and become the #1 choice for its customers. But this goal is getting harder and harder to accomplish in the increasingly competitive business landscape. This is especially true for multi-location businesses catering to local customers.

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Customer Experience Social Media Multi-Channel Omnichannel 114

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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

Magellan Solutions

SEPTEMBER 14, 2023

Are you looking for ways to keep your customers engaged with your business? Consider incorporating support services as a solution! 75% of customers prefer contacting customer service via phone , according to a survey conducted by Zendesk. Additionally, 79% of them find phone support satisfying. These findings highlight the importance of having a support service.

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Customer Engagement Engagement E-support Call Center 98

Daniel Group

SEPTEMBER 15, 2023

Fred Reichheld on CX: An Exclusive Three-Part Conversation In this three-part video series, Lynn Daniel, Founder & CEO, of The Daniel Group, interviews Fred Reichheld, Bain fellow, founder of the loyalty practice at Bain, creator of the NPS® (Net Promoter Score) program, bestselling author, and a renowned speaker, on the fundamentals of CX to drive business growth.

Net Promoter Score 95

Net Promoter Score NPS Loyalty Metrics 95

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit.

Definition 78

Definition Customer Experience Net Promoter Score NPS 78

BirdEye

SEPTEMBER 14, 2023

You might be nervous about adopting artificial intelligence (AI) within your business model. Rapid development in AI technology gives small businesses all kinds of solutions that can improve operations in a big way. AI for small businesses enhances customer experiences, reduces operational costs, and increases production. See how AI is already helping small businesses like yours bring significant cost savings, more effective advertising, and more efficient processes.

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Financial Social Media Consumers Insights 111

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

SEPTEMBER 10, 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. How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed.

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Article 2023 2028 Customer Service 85

C3Centricity

SEPTEMBER 12, 2023

In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are […] The post Building Customer Trust and Loyalty: The Foundation of Successful Businesses first appeared on c3centricity.

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Loyalty Customers Customer Centricity 114

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Since I thought many of you were facing the same projects, this newsletter issue will explore what he said.

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Presentation Customer Journey Measurement Definition 88

BirdEye

SEPTEMBER 12, 2023

We live in times that demand every business to have some presence on at least 2-3 social media platforms. You can no longer afford not to have a social media strategy for your business. But for businesses new to this medium, knowing what works and what doesn’t can be difficult. There is heavy competition among brands on social media. So, businesses must bring their A-game to see any return on their efforts at all.

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Social Media Measurement Brands Leadership 105

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

SEPTEMBER 13, 2023

Every once in a while, someone will ask, “What’s the difference between customer service and customer experience?” My answer used to be easy. Customer service really drove the customer experience. That was during a time when the main way customers interacted with the companies they did business with was with people-to-people interactions. A customer could visit a store or business.

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Customer Service Customer Experience Workshop Social Media 73

Optimove

SEPTEMBER 12, 2023

Part 1 of a Three-Part Series on Harnessing the Power of Web Push Messaging for Gaming Operators: Web push messaging , based on customers’ lifecycle stage, has the power to engage audiences, drive conversions, and foster long-term loyalty. Whether it’s enticing non-depositors to make their first deposit, nurturing relationships with active players, or re-engaging lapsed users, in this first installment of a 3-part blog series, we take a look at why this approach is the most effective

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2025 Loyalty Engagement Blog 64

Magellan Solutions

SEPTEMBER 11, 2023

Are you tired of dealing with inefficient scheduling processes? Do you find it challenging to optimize your resources and meet demand? Look no further; we have the solution you’ve been searching for. AI scheduling tools can improve workforce efficiency by 20% to 30%! It can even reduce labor costs by 10% to 15%. Plus, increase customer satisfaction by 5% to 10%.

Social Media 98

Social Media Healthcare Customer Satisfaction Transportation 98

BirdEye

SEPTEMBER 15, 2023

Sales is one of the most important functions in every organization – it defines your growth and business success. Anything you can do to bring efficiency and agility to this function, you must embrace it, and that begins with using AI in sales processes. Sales professionals need insight, reports, and innovative ways to reach potential customers.

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Sales 2023 Social Media Demo 111

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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

Integrity Solutions

SEPTEMBER 12, 2023

As a high school football coach, I always get excited this time of year. A new team with a fresh group of kids — kids who unabashedly love the game, have a passion for getting better and strive to compete. Kids who represent their communities, fellow classmates and their families. And they’re all going after a common goal: a championship.

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Sales Connections Insights Communication 99

IntouchInsight

SEPTEMBER 13, 2023

It’s hard to believe that fall is right around the corner! But we’re closing out summer with some hot consumer data from our regular Flash Points ; pulse surveys of everyday consumers across North America on a wide range of issues affecting customer experiences.

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Loyalty Consumers Customer Experience Measurement 62

Feedbackly

SEPTEMBER 11, 2023

Únete al Webinar para descubrir cómo la Experiencia Emocional está transformando las bases de la Experiencia del Cliente. Fecha: 5 de octubre, 2023 Hora: 11 AM ART (UTC -3) Tiempo de duración: 60 min >> Regístrate aquí La experiencia del cliente bien dimensionada y gestionada, puede proporcionar una ventaja competitiva a las empresas y les permite anticipar el futuro.

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Webinar NPS 2023 Feedback 96

BirdEye

SEPTEMBER 11, 2023

Ask any social media manager, and they’ll tell you that the more active your social media profile is on any platform, the higher your chances of reaching your target customers. Think about how Spotify suggests the perfect song that instantly cheers your mood or when Netflix suggests the next binge-worthy series – that’s the power of AI at work.

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Social Media Management Demo Measurement 106

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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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