Zonka Feedback
AUGUST 28, 2024
Imagine launching a new product feature, only to find your social media flooded with complaints hours later. This is exactly what happened with Netflix when they released a controversial update to their user interface. The backlash was swift, but Netflix had an ace up their sleeve—digital feedback.
SurveySensum
AUGUST 28, 2024
Who wouldn’t want to pay a little extra to have a hassle-free and streamlined experience that saves time and effort? I know I would and so do 86% of customers for a better customer experience. This is why new companies like DoorDash and Grubhub have grown so much over the past few years in the US. This is because these apps allow users to shop and get deliveries in the comfort of their own homes, so no need to put on nice clothes, drive through congested roads, and wait in line to get a simple
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Experience Investigators by 360Connext
AUGUST 27, 2024
How can you celebrate CX Day on a limited budget and with a small team? Tune in to hear some ideas for acknowledging your organization’s unsung heroes and making this special day truly meaningful. Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting their efforts in internal communications to surprising them with small tokens of appreciation.
InMoment XI
AUGUST 26, 2024
In today’s digital age, local business listings have become a cornerstone for brands looking to attract customers locally. These listings are essential for boosting your online presence and ensuring potential customers can easily find you. But what exactly are local business listings, and how can brands leverage them as part of their acquisition strategy?
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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.
eglobalis
AUGUST 28, 2024
Guest post by: João Pereira In the bustling corridors of the business world, where brands and businesses compete for the attention of discerning customers, the concept of free will stands as a beacon of human autonomy and conscious choice. Free will is not just a philosophical musing but a practical tool that can profoundly transform customer experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BirdEye
AUGUST 28, 2024
Online reviews are the most essential source of truth for customers to understand your business. Customers read between two to five reviews before making a purchase decision. With Google commanding a massive 79% share of online reviews, it’s crucial to dominate this space. That’s where Google review calculators come in, empowering you to outrank your competitors, reach your target star rating, and attract more customers.
ShepHyken
AUGUST 25, 2024
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 comments about each article and would like to hear what you think too. How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience.
Brandwatch CX
AUGUST 27, 2024
Craft a winning social media content plan that boosts engagement, enhances brand visibility, and aligns with your marketing goals.
Beyond Philosophy
AUGUST 30, 2024
In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intelligence, and examine how both concepts can enhance your experience management efforts. We begin with a discussion on the importance of Emotional Intelligence (EQ), referencing some compelling statistics: Emotional intelligence influences 58% of job performance. 90% of top performers at work have a hi
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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.
BirdEye
AUGUST 27, 2024
The economy of trust is more important than ever. Here’s a story that helps highlight it. In February 2019, the Federal Trade Commission took a major step towards cracking down on fake reviews online. Cure Encapsulations Inc, a company selling weight-loss supplements on the Amazon marketplace, was accused of paying a third-party website to leave fake customer reviews online.
The DiJulius Group
AUGUST 26, 2024
What type of inheritance will you leave your loved ones? Are you just leaving them paper? I love this 1-minute video clip by Tim Tebow on what we leave behind for our loved ones. “Paper ain’t going to change a lot of lives, but purpose is.” –Tim Tebow Why Customer Experience is Still. Read Full Article The post How Jeff Bezos Proved his Leaders Wrong appeared first on The DiJulius Group.
Thematic
AUGUST 29, 2024
Listening to your customers is now more important than ever. According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. Voice of Customer (VoC) is all about tuning into what your customers really think. It’s a way for businesses to collect, analyze, and act on customer feedback to improve products, services, and the overall customer experience
Brandwatch CX
AUGUST 27, 2024
Craft a winning social media content plan that boosts engagement, enhances brand visibility, and aligns with your marketing goals.
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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BirdEye
AUGUST 29, 2024
Aligning with your audience’s social media habits is vital for your business’s success, highlighting the importance of being strategically present where your customers are most active. This is corroborated by our survey, which revealed a social media statistic that approximately 81% of multi-location businesses manage their social media at the corporate level.
CSM Magazine
AUGUST 30, 2024
In today’s competitive business environment, customer service is more than just a department—it’s a vital component of a company’s overall strategy. Businesses prioritizing customer service are more likely to retain their customers and cultivate loyalty that translates into long-term success. However, delivering exceptional customer service requires more than just a well-trained team; it necessitates a strategic approach that includes robust financial operations or FinOps.
SurveySensum
AUGUST 30, 2024
According to a recent study, banks could expect to experience a 27.5% growth rate simply by increasing their customer experience by 10%. This shows that going the extra mile to create a seamless, hassle-free, and memorable experience for your customers can significantly impact your revenue growth and also give you an edge in this competitive market.
Optimove
AUGUST 28, 2024
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: This post highlights the delicate balance between maximizing short-term revenue through frequent marketing emails and maintaining long-term customer relationships. Overwhelming customers with excessive messages can lead to high unsubscribe rates and marketing fatigue, damaging brand perception and engagement.
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.
Maru Group
AUGUST 27, 2024
The Financial Conduct Authority’s (FCA) ‘Consumer Duty’ regulations landed with a ‘thud’ on the desk of many research and customer teams last year - and along with it came no shortage of changes and improvements for companies to make to ensure that their financial products and customer messaging is compliant with FCA standards. However, for many of our clients and industry partners in financial services, the introduction of Consumer Duty is proving to be more than just another compliance exercis
Gainsight
AUGUST 26, 2024
In a world where every winning team has a dynamic duo—think Deadpool and Wolverine—why would you manage customer relationships with just one tool? It’s time to squad up with the ultimate power pair: a CRM and a CSP. This tag team will elevate your customer strategy from the minor leagues to the big leagues, ensuring every interaction is smooth, strategic, and set for success.
SurveySensum
AUGUST 27, 2024
Did you know that email surveys are the third most popular channel having an average response rate of 30%? Not just that! Personalized emails can help you achieve an open rate of 29% and a click-through rate of 41%. By crafting an engaging email template that is both engaging and tailored to individual customers’ experience, you will boost your response rate significantly and also gather feedback that is relevant and accurate.
CSM Magazine
AUGUST 26, 2024
Search Engine Optimization (SEO) is often seen as a tool primarily for improving website visibility and driving traffic. However, its benefits extend beyond search engine rankings. When implemented effectively, SEO can significantly enhance the customer experience (CX). Here’s how: 1. Faster Page Load Times One of the critical factors in SEO is page speed.
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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.
InteractionMetrics
AUGUST 29, 2024
Your customer feedback dashboard is a powerful tool when used strategically. But dashboards are easy to underutilize and under-impress. Here’s our quick guide to getting the most out of your customer feedback dashboard. Customer Feedback Dashboards: Strengths & Limitations No doubt dashboards will make your business life easier but they do have some strengths and limitations worth considering.
Gainsight
AUGUST 26, 2024
If your business were a superhero, a CRM and CSP would be its cape and mask—a powerful combo that helps you leap over obstacles, fight for customer success, and soar to new heights. In today’s customer-centric world, relying on a single customer management tool is like Batman gearing up for action without the Batmobile to get him there. Enter the super-duo of customer management systems: Customer Relationship Management (CRM) and Customer Success Platform (CSP).
Brad Cleveland Blog
AUGUST 30, 2024
What standout cultural trait do you see in the most effective contact centers? It’s a question I’m often asked. But before I throw my thoughts into the ring… what would you say? An engaged workforce? A customer-first focus? A strategic … Continue reading → The post Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders appeared first on Brad Cleveland.
CSM Magazine
AUGUST 30, 2024
When it is necessary to attract new traffic to the site, for example, if a matchmaking application needs to get dating traffic , then at the first stages it is especially important to keep the interest of new customers. To do this, it is crucial to take care of the good quality of customer service. Effective customer support not only helps in resolving issues but also enhances user satisfaction, which is essential for retaining new visitors.
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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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