BirdEye

SEPTEMBER 6, 2023

Think about the last time you wanted to buy something, hire a trustworthy contractor, or visit a new restaurant you’ve been wanting to try, chances are, before you even took the next step you probably let your fingers do the walking first, online. Online reviews unlock a wealth of knowledge for prospective customers. From the smallest purchases to a huge investment such as a car, online reviews are the new digital word-of-mouth and have the potential to sway purchase decisions and shape the succ

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2023 Consumers Multi-Channel Healthcare 113

Braze

SEPTEMBER 6, 2023

New features and partnerships help streamline data integration and reduce data complexities to break down silos between marketing and technical teams

Innovation 52

Innovation Brands Marketing 52

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If you had asked me this question a month ago – or asked it a month from now – there could be a different answer. But today’s answer is not just timely, but also timeless. And the answer is: The Speed to Happiness The meaning of this short answer is simple.

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Customer Service Workshop Customer Service Training Definition 83

SAP Customer Experience

SEPTEMBER 5, 2023

Support is naturally a data-intensive business. Leaders have access to tons of operational data, customer sentiment, and experience data. It was not until process mining technology and -to-Process approach was available that we were finally able to connect the data sets and understand the cause-and-effect relationship. The process mining insights.

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Insights Connections Technology Customers 82

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Win the Customer

SEPTEMBER 6, 2023

In today’s fast-paced digital world, customer expectations are higher than ever, and they demand quick and efficient responses. This is where artificial intelligence (AI) and chatbots come into play, revolutionizing the way businesses interact with their customers. Customer service is the lifeblood of any business. It’s the bridge that connects consumers to products and services, and how companies handle customer inquiries and issues can make or break their reputation.

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Customer Service Customers Interaction Customer Expectations 64

ReviewTrackers

SEPTEMBER 7, 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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Customers Blog Information Article 123

Feedbackly

SEPTEMBER 7, 2023

NPS is a metric that measures your customers’ likeliness to be your advocates. It was first introduced as “ The One Number You Need to Grow.” It was and still is a well-applauded metric in the realm of CX. It seemed that gauging customer experience through a simple question of “How likely are you to recommend the business to others” really hit the sweet spot for CX professionals.

Net Promoter Score 105

Net Promoter Score NPS Touchpoint Metrics 105

BirdEye

SEPTEMBER 8, 2023

Almost every business transaction starts with an online search today. It could be on a review site, search engine, social media platform, or listings website. The stronger the reputation for your real estate business online, the more likely the client will choose you over a competitor. Managing the reputation of your real estate business means listing on these platforms, collecting and managing reviews, and using them to grow your business.

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Management Social Media Multi-Channel Demo 109

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

”My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What other things should we consider? I’d love to hear your feedback.” Traditional focus groups have been popular for gathering real-time customer feedback for decades.

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Feedback Insights Customer Experience Connections 143

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Magellan Solutions

SEPTEMBER 6, 2023

Written by: Janselle Miguel Artificial Intelligence (AI) is more than just a buzzword in today’s digital age. Instead, it’s a powerhouse tool transforming the service provision game. True to this, over half of marketing leaders already harness AI’s potential. Another 27% are gearing up to do so within the next two years. Why the AI frenzy?

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

Kustomer

SEPTEMBER 7, 2023

Buyers continue to have high customer service expectations , and support agents simply can’t do it all. If businesses hope to meet modern customer expectations , then the time has come to embrace artificial intelligence in customer service. Real-time agent assist technology can significantly support a human agent in their moment of need and help enhance your business’s overall CX.

Customer Service 97

Customer Service Contact Center Customers Technology 97

BirdEye

SEPTEMBER 4, 2023

Today, 91% of marketing agencies believe influencer marketing is an effective marketing strategy. Instagram is among the most preferred creator marketing platforms, especially with the new creator marketplace. The Instagram Creator Marketplace constantly evolves with new features for a better user experience and improved brand-creator collaborations.

Social Media 109

Social Media Brands Multi-Channel Demo 109

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty. Yet, Airbnb’s Net Promoter survey is not just another routine questionnaire; it serves as a beacon in an evolving market.

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Net Promoter Score NPS Touchpoint Feedback 78

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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

ShepHyken

SEPTEMBER 4, 2023

Top Takeaways: There is a gap between how leaders perceive employee engagement and how employees actually feel. According to Gallup research , 70% of employees are disengaged at work. However, only 30% of leaders feel that way. In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience.

Leadership 83

Leadership Culture Financial Retail 83

Kustomer

SEPTEMBER 4, 2023

Truly successful contact center agents require more guidance than just initial onboarding and training. If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. The modern consumer landscape is ever-evolving, and agents need personalized coaching to adapt.

Customer Service 98

Customer Service Contact Center Feedback Call Center 98

BirdEye

SEPTEMBER 8, 2023

In the digital finance age, your online reputation is as valuable as your investment portfolio. Financial services companies, like investment firms, banks, and insurance agencies, operate in a landscape where trust and credibility are paramount. One wrong move, or even a false allegation, can significantly impact your business. That’s why online reputation management (ORM) is not just an optional strategy; it’s a necessity.

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Financial Management Social Media Banking 104

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. If recordings were published, your grandmother would surely blush! Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA).

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Interaction Customer Service Contact Center Multi-Channel 62

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 4, 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. Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business.

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Article Customer Service Hospitality Hotels 67

CSM Magazine

SEPTEMBER 6, 2023

Have you ever worked in a call center? Better yet, have you ever had to manage one? If you have, you would know that dealing with frustrated and angry customers is part of the job. It’s a stressful time for both the client and the agent. Statistics show that 74% of workers at call centers are likely to experience burnout. If one were to give this situation some thought, a number of questions would arise.

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Customer Care Call Center Customer Service Representative Customers 98

2020 Research

SEPTEMBER 4, 2023

Have you ever wished you could delve into the minds of your target audience? To uncover their true emotions, thoughts, and desires, even if left unspoken? Traditional research methods may fall short when it comes to understanding the deeper nuances of consumer behavior. That’s where Sago’s innovative neuromarketing tools come into play. Through techniques such as eye tracking, usability/UX testing , and emotional measurements, Sago Research Labs empowers businesses to uncover the uns

Measurement 98

Measurement Consumers Insights User Experience 98

CX University

SEPTEMBER 7, 2023

This content is password protected. To view it please enter your password below: Password: The post Protected: CX UNIVERSITY DRIVING CUSTOMER EXPERIENCE INTO THE AUTOMOTIVE INDUSTRY appeared first on CX University.

Automotive 97

Automotive Customer Experience Customers 97

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

C3Centricity

SEPTEMBER 8, 2023

Introduction: [Capture the reader’s attention by highlighting the importance of personalization in delivering exceptional customer experiences. Explain how organizations that leverage customer […] The post The Power of Personalization: Unleashing Customer Data Analytics for Tailored Experiences first appeared on c3centricity.

Customers 90

Customers Customer Experience 90

kommunicate

SEPTEMBER 6, 2023

Last Updated on September 6, 2023 Product improvement is no longer a nice-to-have, but a strategic necessity for sustained success. If you are someone who is in charge of driving engagement for your product, some of these questions would have bothered you more often than not – 1. How can I enhance our existing product [.] The post Product Improvement: Practical Tips for Enhancing Your Offerings – With Use Cases appeared first on Kommunicate Blog.

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2023 Blog Engagement Management 93

Win the Customer

SEPTEMBER 5, 2023

In today’s digital age, social media has become an integral part of our lives. Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate. But beyond personal connections and entertainment, social media has also revolutionized the world of customer service.

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Social Media Customer Service Competitive Advantage Entertainment 59

Helpware

SEPTEMBER 5, 2023

Successful luxury brand companies have come to understand that the days of the high-street store being the only retail outlet are over. Online shopping has now found a firm footing in this market, but the luxury brand customer expects the same level of attention and convenience either way. This means excellent digital customer service should be a high priority for any luxury brand wanting to sustain its growth.

Fashion 91

Fashion Brands Customer Service Retail 91

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center