Beyond Philosophy

MAY 6, 2023

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.

Customer Engagement 147

Customer Engagement Engagement Definition Fashion 147

Bill Quiseng

MAY 10, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. Then, you will be the first among your competitors.

Customer Service 78

Customer Service Social Media Loyalty Customers 78

BirdEye

MAY 8, 2023

Marketing is a profession that constantly challenges you and motivates you to level up every single day. Being a marketer today is one of the most exciting and demanding professions anybody can choose. Marketers in the digital age have to be highly flexible and adapt quickly to an ever-changing landscape. If you love the world of marketing and want to stand out in this demanding field, this article is for you.

Marketing 98

Marketing Social Media Multi-Channel Leadership 98

ReviewTrackers

MAY 11, 2023

A small business is defined as an organization that employs 500 people or less. Surprisingly, small businesses are responsible for over 50 percent of the jobs in the United States, and there are over 22 million small businesses currently active in the economy. Over half a million small businesses get started every month, but very few survive. For a small business to survive and thrive, it is essential to get the basics right and find creative ways to create buzz about their offering, without sac

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Management Multi-Channel Advertising Fashion 123

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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

Beyond Philosophy

MAY 11, 2023

We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

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Customer Engagement Engagement Social Media Definition 157

CRMI

MAY 9, 2023

CRMI Honors 33 Service Organizations for Delivering ‘World-Class’ Customer Service 6 Cited for Certification in Customer Experience Management Professional (CEMPRO) 2 Cit.

Customer Experience Management 100

Customer Experience Management Customer Service Management Customer Experience 100

BirdEye

MAY 11, 2023

If you’re a mortgage broker or a loan officer, generating mortgage leads is your top priority. A steady stream of purchase-intent leads is vital for your businesses and you’re always seeking to fill your leads pipeline for the next quarter. But the process of generating these leads can be challenging, especially in the competitive real estate and mortgage industry.

2023 98

2023 Social Media Webinar Return on Investment 98

TechSee

MAY 11, 2023

It’s almost a joke now, isn’t it? You go to a popular fast food chain or pharmacy, or something similar and find that whatever you were there to do, get a milkshake, or print some photos, can’t be done because “the [insert machine] is down” One reason could be that these machines are complex pieces of equipment that require regular maintenance and cleaning.

Reference 109

Reference Retail Technology Consumers 109

Optimove

MAY 11, 2023

Remember the early noughties (what do you mean you weren’t alive yet?!) when AI started to make its way into our collective marketing consciousness? For those of us long enough in the tooth to remember the birth of digital marketing, most of us didn’t foresee AI’s huge potential at the time. It was hard to see the connection between what we thought we knew about AI (thanks, Matrix and Terminator!

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Social Media Events Advertising Engagement 88

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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

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.

Feedback 78

Feedback Customer Experience Customers Retail 78

BirdEye

MAY 9, 2023

According to industry analysts, people are four times more likely to purchase when referred by a friend. From referral cards to social media plugs online, a referral program is the golden egg for businesses. One of the best methods to ensure your customers can easily promote your business is to create an incentivized referral card program. And if you are wondering how to do that, this blog post explores everything you need to know about referral card ideas and creating referral cards for your bu

2023 98

2023 Rewards Programs Reference Fashion 98

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work.

Management 89

Management Contact Center Culture 2021 89

SaleMove

MAY 12, 2023

How banking institutions can unify asynchronous messaging & real-time interactions to breakdown silos for improved efficiency, customer experience & results. The post Flattening Secure Messaging Speed Bumps appeared first on Glia Blog | Digital Customer Service Explained.

Banking 87

Banking Blog Interaction Customer Experience 87

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

MAY 9, 2023

Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience. A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.

Net Promoter Score 62

Net Promoter Score NPS Roadmap Feedback 62

BirdEye

MAY 12, 2023

Almost every business uses referrals and swears by their effectiveness in driving more traffic, generating more leads, and increasing sales. And with good reason – 84% of consumers trust referrals. However, not all referral programs are successful. The key is to develop referral campaigns that are easy to use and track. And that’s what referral codes are for.

2023 98

2023 Apparel Reference Social Media 98

Russel Lolacher

MAY 7, 2023

In this episode of Relationships at Work, Russel chats with DEI consultant and author Minette Norman on the playbook to follow to create psychological safety and be more human in the workplace. A few reasons why she is awesome  —  she is a keynote speaker and the name on the sign for Minette Norman Consulting LLC, helping leaders create more diverse, equitable and inclusive.

Feedback 102

Feedback Books Culture Consulting 102

Doing CX Right

MAY 12, 2023

Discover the hidden connection between Motherhood and Customer Experience leadership and how to balance both for positive outcomes. The post The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles appeared first on Doing CX Right.

Leadership 98

Leadership Connections Customer Experience Customers 98

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

MAY 10, 2023

There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.” In reality, employees aren’t breaking any rules. They are finding ways to take care of the customer while not breaking the “rules” mentioned above.

Customer Service Training 66

Customer Service Training Workshop Travel Retail 66

BirdEye

MAY 10, 2023

Growing your business is a top priority. However, that growth doesn’t come by chance. You need to master the art of finding new clients and engaging existing customers for repeat business. That’s where a great marketing strategy comes into play. In this blog post, we’ll share 12 marketing strategy examples to help get your creative juices flowing. Plus, we’ll provide tips to ensure your strategies are successful.

Marketing 98

Marketing Social Media Advertising Reference 98

kommunicate

MAY 11, 2023

Last Updated on May 11, 2023 In recent years, chatbots have become increasingly popular due to their ability to automate customer service and improve user experiences. With advancements in natural language processing (NLP), chatbots can now understand and respond to human queries more effectively than ever before. One of the most widely used messaging apps [.

2023 98

2023 User Experience Blog Customer Service 98

Merkle

MAY 9, 2023

Digital Asset Management (DAM) systems are becoming increasingly sophisticated, offering advanced features that enhance content delivery, maintain brand consistency, and even provide digital rights management services. I’ll cover seven key capabilities that are transforming DAM systems, enabling organizations to streamline their workflows, improve content management, and ultimately deliver a more engaging and personalized user experience.

Management 97

Management User Experience Brands Engagement 97

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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

Innovative CX

MAY 10, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy as well as improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace. Without customer input, organizations can frequently make decisions that adversely affect their experience strategy as well as its overall profitability.

Airlines 59

Airlines Customers Leadership Consumers 59

Magellan Solutions

MAY 12, 2023

Small businesses need extra help to keep operations as smoothly as possible. Peak business hours can be demanding, especially with the increasing customer traffic and inquiries. One of the main challenges of running a small business is addressing customers’ concerns. But small businesses usually have opening and closing hours, and customers might need help outside business hours.

Call Recording 59

Call Recording Average Handle Time Insurance Government 59

SurveySensum

MAY 11, 2023

Did you know that the pandemic caused a massive shift in the retail industry, with digital penetration growing from 16% to 33% in just three months? It’s a staggering increase, isn’t it? And it’s not just a temporary trend – even two years later, customers are still embracing the convenience of online shopping. But just offering your products or services online isn’t enough anymore.

NPS 52

NPS Retail Net Promoter Score Customer Satisfaction 52

CSM Magazine

MAY 12, 2023

Tony Smith, contact centre and employee experience expert, IR Contact centres must provide exceptional customer experience (CX) – and technology, such as AI and chatbots, is playing a key role in transforming that experience. The fast-evolving customer journey is, however, also completely changing the employee experience (EX), with agents now tasked primarily with handling the complex and demanding customer interactions that technology cannot resolve.

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Employee Experience Customer Experience Customer Journey Customers 52

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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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