Help Scout

AUGUST 22, 2023

Discover 7 basic, next-level, and intriguing customer experience metrics that will help you measure and improve CX at your company.

Metrics 75

Metrics Customer Experience Measurement Article 75

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Nasuni

AUGUST 21, 2023

Jim Liddle announces that he is taking on a new role as Chief Innovation Officer to lead Nasuni’s data intelligence and Artificial Intelligence (AI) strategies.

Innovation 83

Innovation 83

Forrester's Customer Insights

AUGUST 21, 2023

In the age of GenAI, vector databases are becoming increasingly important. They provide a critical capability for storing and retrieving high-dimensional vector representations, essential for supporting LLMs. Unlike traditional databases that are optimized for exact matches, vector databases are designed to support similarity searches.

Insights 49

Insights 49

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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

BirdEye

AUGUST 24, 2023

It’s harder for a business to stand out these days. Traditional marketing, such as content creation and social media, has become non-negotiable. Businesses have to work harder to make their marketing campaigns successful. By tailoring customer marketing messages that resonate with customers’ unique preferences, companies can unlock a powerful avenue for sustainable growth.

Marketing 98

Marketing Customer Retention Loyalty Social Media 98

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. Usually, this means they collect all sorts of customer insights through surveys and user reviews to better understand their experience.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Help Scout

AUGUST 22, 2023

The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related.

Customer Service 105

Customer Service Customer Experience Customers Article 105

BirdEye

AUGUST 25, 2023

Social media is an amazing platform for customers to discover brands, local businesses, and products for their needs. But these platforms hold the potential to be so much more, when combined with social shopping. You can turn your social media audience into customers without them having to leave the platform at all. And that is what social shopping is.

Social Media 98

Social Media E Commerce Advertising 2025 98

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. 73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. It’s clear that creating memorable experiences can not be overlooked, which means choosing a partner for your CX program is one of the most important decisions you will make for your business.

ROI 195

ROI Net Promoter Score Webinar Financial 195

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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

Experience Investigators by 360Connext

AUGUST 22, 2023

❔"I'm new to the idea of customer experience, and while I think it's great, I can't seem to get others at my software startup to really get it. I do what I can by bringing up the customer whenever I can, but I don't really know how to get others to care about it. Any ideas you can share?" ❔We are.

Customer Experience 143

Customer Experience Customers Customer Centricity Culture 143

Magellan Solutions

AUGUST 23, 2023

The marketing landscape is changing due to the evolution of Artificial Intelligence (AI). AI has transformed marketing strategies and is a powerful tool. AI marketing tools are shaping the future of marketing. Initially, AI simplified tasks such as email marketing and social media scheduling. Over time, machine learning algorithms allowed for more advanced customer segmentation and personalization.

Marketing 98

Marketing Social Media Advertising ROI 98

BirdEye

AUGUST 23, 2023

What is the first thing you think of when you hear Instagram? If visuals come to mind you are not alone, but the platform is capable of much more. With a user base of two billion active monthly users, if your business is not using Instagram for marketing , you are missing out. But there’s no denying Instagram is unique and comes with a learning curve, that’s why we’re going back to the basics with Instagram 101.

Social Media 98

Social Media Multi-Channel Demo Engagement 98

Alida

AUGUST 24, 2023

Keep your insight community healthy by diversifying your activities, recruiting often, and engaging your members frequently. Start learning now.

Insights 130

Insights Management Engagement Customer Insights 130

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

Feedbackly

AUGUST 23, 2023

A customer journey or buying journey captures all the interactions between the customer and brand throughout the buying process. As businesses deal with different types of customers, a brand can have multiple customer journeys based on the routes taken by clients to approach the brand, review it, and purchase the products. Analyzing customer journeys helps you assess the quality of touchpoints, identify pain points, and make necessary improvements to enhance the customer experience.

Customer Journey 98

Customer Journey Customer Journey Mapping Touchpoint Social Media 98

Blueshift

AUGUST 25, 2023

In today’s hyper-connected and competitive business landscape, organizations strive to build lasting customer relationships. A happy and content customer is a company’s true asset. For any business, however big or small, there can be no better advocate than its customer community. That’s why organizations are so rightly focused on being ‘customer-centric’.

Customer Engagement 95

Customer Engagement Engagement Customer Experience Customer Centricity 95

BirdEye

AUGUST 21, 2023

Social media is an important part of every business’ content strategy. But just including social media in the strategy may not be enough. Businesses must understand the value it can bring in boosting brand awareness, domain authority, and revenue for your business, especially with social media SEO. Know how to get discovered faster by optimizing content for social media SEO with this blog post.

Social Media 98

Social Media Multi-Channel E Commerce E-support 98

C3Centricity

AUGUST 21, 2023

Introduction: [Capture the reader’s attention by highlighting the importance of employee empowerment and engagement in driving organizational success. Explain how organizations that […] The post Empowering Employees for Success: Fostering a Culture of Empowerment and Engagement first appeared on c3centricity.

Culture 118

Culture Engagement 118

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

Eptica

AUGUST 24, 2023

Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers. In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel.

Customer Service 116

Customer Service 2023 Blog Article 116

SAP Customer Experience

AUGUST 19, 2023

The Business Requirement: Our imaginary customer utilizes an Emarsys Contact Form on their main website as a contact form. We can also use custom forms but this is a topic of another blog. After a contact fills out the form, an automation program is triggered with a Form Entry Point.

Blog 88

Blog Customers Customer Engagement Engagement 88

Help Scout

AUGUST 22, 2023

The best customer service tips can only come from world-class teams. Here are 16 tips for delighting your customers.

Customer Service 111

Customer Service Article Customers 111

Braze

AUGUST 24, 2023

Having the right technologies on hand is an essential part of any successful customer engagement strategy—but implementing a new marketing technology platform can sometimes be both time-consuming or labor-intensive.

Technology 98

Technology Consumers Customer Engagement Engagement 98

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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.

Customers

2020 Research

AUGUST 21, 2023

To make confident business decisions, it is imperative for organizations to understand how and why people use their products in their day-to-day lives. Unfortunately, most of the time that’s easier said than done. While In-Home Usage Tests (IHUTs) are critical to successful product development, they can oftentimes be complex, lengthy, and expensive.

Consulting 98

Consulting Feedback Insights Books 98

MyCustomer

AUGUST 23, 2023

In recent years, there has been a spotlight on the customer experience being delivered by healthcare organisations.

Healthcare 83

Healthcare Customer Experience Customers 83

Help Scout

AUGUST 22, 2023

Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to customer service scenarios.

Customer Service 81

Customer Service Article Customers Engagement 81

SAP Customer Experience

AUGUST 24, 2023

Overview Migrate your accelerator-based storefront to Composable Storefront If you’ve read the “Five reasons to move to a project Spartacus javascript storefront ” and “Getting started with SAP Commerce Cloud Project Spartacus” you may be wanting to migrate to a stateless high-performance architecture and now wonder how to actually prepare.

Customer Experience 82

Customer Experience Customers 82

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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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