Brandwatch CX
OCTOBER 31, 2023
The purpose of undertaking customer analysis as part of a business plan is to examine the consumers most likely to purchase your product or service in-depth. Brands can establish different groups of customers and the needs of those customers. By understanding what motivates them to make a purchase, brands can build their business around providing solutions to those needs.
SAP Customer Experience
OCTOBER 30, 2023
In today’s accelerating and increasingly interconnected business world, enterprises are constantly seeking innovative ways to improve their operations and drive profitable growth. A key challenge many organizations face is gapping the siloed nature of their finance processes and connecting them to a single value chain from the commercial processes all.
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SurveySparrow
OCTOBER 30, 2023
Are you someone who loves to get lost in the maze of numbers, or are you like me, who wonders (daily!) how experts make sense of the chaos? If you’re the former, you might have heard about factorial analysis and might be here for the thrill of it. But if you’re the latter, worry not; I was there once too. This blog will deal with all that you need to know about factorial analysis: meaning, types, how to conduct it, and even the best practices you need to follow!
Experience Investigators by 360Connext
OCTOBER 31, 2023
Get set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That’s the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action. She not only narrates the spine-chilling saga but also provides insightful solutions.
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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.
Bill Quiseng
NOVEMBER 1, 2023
Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution! To paraphrase John DiJulius’ battle cry, it’s time for a CX Revolution!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
OCTOBER 31, 2023
In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field. That’s why we decided to lay out the core aspects of call center management, including how call centers work, the benefits of effective management, best practices, and the organizational
ShepHyken
OCTOBER 31, 2023
My friend Norman Beck sends me interesting articles and newsworthy information regularly. This one is worth talking about here. A grocery store chain had a sign in front of its entrance that read: Free Delivery – $99 a Year! I had to smile – even laugh out loud – thinking of how many people would roll their eyes when they read that sign. It’s not free if you have to pay $99 for it!
Cyara
NOVEMBER 2, 2023
Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly.
BirdEye
OCTOBER 31, 2023
Choosing the best reputation management company for your business can boost your online reputation, amplify positive feedback, and effectively handle any negative remarks. In a recent Birdeye study , 78% of respondents agreed they would avoid businesses with a poor online reputation. Customers today heavily depend on online review sites, public forums, and social media channels when choosing businesses.
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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.
Eptica
NOVEMBER 3, 2023
Date: Friday, November 3, 2023 Author: Pauline Ashenden - Demand Generation Manager 6 attributes to look for in your CCaaS provider Published on: November 03, 2023 Author: Pauline Ashenden - Demand Generation Manager Not all CCaaS solutions, or vendors, are the same. We examine what to look for when picking a partner to ensure long-term success. Read the full article on our parent company Enghouse Interactive’s site.
IntouchInsight
OCTOBER 30, 2023
At the beginning of October, we released the 23rd Annual Drive-Thru Study — the premier benchmark report for operators across North America. This report measures the performance of leading quick-serve restaurant brands across key areas such as order accuracy, timeliness, and food quality.
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods. Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one.
BirdEye
OCTOBER 31, 2023
Using social media ads can help you reach new audiences, re-engage website visitors, and spread brand awareness for your business. Many businesses have grown and seen better ROI thanks to Facebook’s precise targeting capabilities. Businesses can leverage various paid promotion options on Facebook, including boosted posts and native ads. But when should you opt for a boost post over an ad?
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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Blueshift
OCTOBER 31, 2023
Have you stocked up your candies yet? With the air turning crisp and the smell of pumpkin spice filling the cafes, let’s get on our cozy vests this fall and brew up some frighteningly good marketing ideas that will be a treat for your customers! According to NRF, Halloween spending is forecasted to reach a staggering 122 billion this year. While it’s a common notion that this spooky holiday primarily caters to kids, it’s intriguing to note that adults are equally enthusiastic, as evi
SaleMove
NOVEMBER 3, 2023
Generative AI is here to stay: We asked Jay Choi, Chief Product Officer, how Glia is looking to implement this new disruptive technology. The post Interactions with Generative AI: Q&A with Jay Choi on Gen AI appeared first on Glia Blog | Digital Customer Service Explained.
ShepHyken
OCTOBER 29, 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. Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers.
BirdEye
OCTOBER 31, 2023
In the bustling digital age, picking the right web hosting service is crucial for your online success. There are many options for small businesses to explore. Yahoo Small Business (now known as Turbify) is one of them. Yahoo Small Business allows businesses to design responsive websites, integrate E-commerce services, and secure their domain, to name a few.
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.
Comm100
OCTOBER 31, 2023
While every gambling platform faces distinct and different challenges, there’s one challenge that every site faces – how to increase player engagement. While attracting new players is essential, encouraging them to stay engaged and spending is the real game-changer. We’ve delved deep into the industry’s dynamics to provide four strategies that not only captivate players, but ensure they’re engaged, satisfied, and returning for more. 1.
SAP Customer Experience
NOVEMBER 2, 2023
Greetings SAP Community! Welcome to another blog post presenting a new learning asset created for the SAP Customer Experience Solutions portfolio. This time is a brand new series of four Live Sessions: Meet SAP Customer Experience Solutions. Background Context Beginning with SAP Customer Experience Solutions can be tough if you.
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods. Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one.
BirdEye
OCTOBER 31, 2023
If you want more people to choose you over your competitors, your online presence is the key. Even brands that primarily conduct business in person need to be digitally visible and available. According to our research: 78% of consumers are highly or somewhat unlikely to select a local business with a poor reputation. 68% of the time, consumers research a local business before making a purchase.
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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.
Integrity Solutions
NOVEMBER 1, 2023
We often talk about learning as a journey. We talk about success as never-ending. We acknowledge that habits require time to take hold and that progress, like a stock market chart, is never linear. So when it comes to maintaining sales motivation, do you have the discipline and perspective to maintain focus on progress? Do we actually have the patience for it?
Beyond Philosophy
NOVEMBER 2, 2023
Stanford Professor Itamar Simonson is very clever. He brought snacks to class for his students. However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Once we settle on an option, we stick with it if we must make the same one again.
ClearAction
NOVEMBER 3, 2023
How to Quantify CX ROI Lynn Hunsaker Quantifying CX ROI has been a top challenge, but it’s amazingly simple when you take the right approach. Imagine a CX issue that is chronically at the top of every CX report in Service, surveys, churn, and so on. [This example uses small numbers for Service, such as a small manufacturing business, to prove the point of huge ROI potential for your much larger costs to serve.
BirdEye
OCTOBER 31, 2023
Names have power. When you hear “Apple,” you probably think of innovation, sleek design, and cutting-edge technology. When you hear “McDonald’s,” you think of fast food, golden arches, and the familiar taste of a Big Mac. And when you hear “Coca-Cola,” you think of refreshment, the iconic red and white logo, and the unmistakable taste of a classic soda.
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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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