InMoment XI

JULY 5, 2022

Many restaurants, including quick service restaurants (QSRs) are overwhelmed by the impact of online reviews. As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting. Meanwhile, nearly two-thirds (64%) of people now Google a business before visiting—and a whopping 94% say a negative review has caused them to avoid a business altogether.

Guest Experience 370

Guest Experience Brands Multi-Channel Touchpoint 370

Beyond Philosophy

JULY 7, 2022

The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.

Retail 160

Retail Online Experience Interaction Technology 160

Alida

JULY 7, 2022

This may come as a surprise, but survey design can be a creative process. With so many question types available, it can be overwhelming. Which question type should you choose? Why?

Customer Experience 130

Customer Experience Customers 130

Solvvy

JULY 8, 2022

You may have heard, “You can’t manage what you can’t measure.” It certainly rings true when considering goals like improving efficiency or controlling labor costs. Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. However, not everything is easy to measure.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

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InMoment XI

JULY 7, 2022

When customers are looking for a solution to a problem, they will often turn to a company they trust. Sometimes, they will choose that company even if the product is slightly more expensive because they recognize and trust the name. For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it.

Brands 369

Brands ROI Social Media Return on Investment 369

West Monroe

JULY 6, 2022

Becoming digital is not simply a project that utilities embark on. Rather, it’s an evolution and a way of being that will be necessary for survival. Customers today expect that electric, gas, and water service providers will have an immersive and cohesive digital experience—it’s more than customers merely going online and paying their bills.

Customer Experience 98

Customer Experience 2011 Touchpoint Events 98

Brandwatch CX

JULY 6, 2022

With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account. Some may wish to track the tweets about their brand or competition, some will want to engage with leads or clients, and others may wish to track the success of their campaigns, among tons of other options. You can plenty of this with Twitter search.

Travel 140

Travel Metrics Engagement Interaction 140

InMoment XI

JULY 4, 2022

2022 is being branded as “ The Year of the Squeeze. ” Challenging economic conditions that are bordering on a recession have forced businesses to either raise prices, cut costs, or a combination of both. And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program.

ROI 370

ROI Return on Investment Social Media Measurement 370

Optimove

JULY 5, 2022

We all know that personalization is key to the success of any CRM Marketing strategy and that is especially true when it comes to a key component in those strategies – mobile app marketing. Long gone are the spray-and-pray days that inevitably resulted in irrelevant, inconsistent messaging, meaningless content, and failure to take into account past interactions and personal preferences.

Competitive Advantage 98

Competitive Advantage Engagement Brands 2022 98

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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

ShepHyken

JULY 5, 2022

Earning Customers for Life. How to Prevent Your Customers from Shopping Your Competition. Shep Hyken interviews Matthew Holman, head of growth at QPilot , an eCommerce software company that makes subscriptions more flexible for brands and customers. He shares how subscription models can shape the customer experience to meet the changing needs of their customers.

Brands 85

Brands Consumers Engagement Customer Base 85

SaleMove

JULY 8, 2022

How do you ensure your communications platform is secure? Explore key questions financial institutions should ask their fintech providers about security. The post How Do You Ensure Your Engagement Platform is Secure? appeared first on Glia Blog | Digital Customer Service Explained.

Engagement 86

Engagement Financial Blog Communication 86

Comm100

JULY 5, 2022

As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT). Research shows that 45% of users already prefer chatbots as the primary mode of customer service communication. .

Customer Satisfaction 86

Customer Satisfaction Webinar Definition Article 86

ClientSuccess

JULY 6, 2022

As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. . Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers.

Loyalty Programs 79

Loyalty Programs Loyalty Webinar Demo 79

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

JULY 4, 2022

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. 7 Top AI Trends in Customer Service by Zendesk. (EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done.

Article 73

Article 2022 Customer Service Loyalty Programs 73

SAP Customer Experience

JULY 3, 2022

Continuing the blog series of Building Communication Channels for Personalized Engagements Here we are going to create a campaign to invite your existing customer base to join the Communication Category. You should define the target group that is relevant for your communication channel or newsletter. This invite might not relevant.

Communication 81

Communication Blog Customers Customer Base 81

Totango

JULY 8, 2022

It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers.

Customer Journey 106

Customer Journey Customer Retention Touchpoint Customer Base 106

Gainsight

JULY 5, 2022

This article was originally published in CXBuzz. Customer Experience (CE) is an essential component for any modern organization focused on accelerating growth and delivering amazing outcomes for its customers. For today’s CEO, that means you better be up to speed on the CE lingo and terminology that’s now de facto from the field to the boardroom. And it’s not just learning the terms; it’s learning why and how they’re so critical to your growth.

Net Promoter Score 64

Net Promoter Score Customer Experience Customer Journey Mapping NPS 64

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

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Customer Service Training 76

Customer Service Training Fashion Workshop Reference 76

SAP Customer Experience

JULY 3, 2022

Are you facing challenges to improve the engagements with your marketing campaigns? Is it difficult to share content that your customers are really interested in consuming? Defining the right audience and content is the key to reach better engagement. In additional to building intelligent contact segmentation for your campaigns, you.

Engagement 75

Engagement Communication Consumers Marketing 75

ChurnZero

JULY 8, 2022

This article was originally published on Forbes.com. “Oh, by the way, what’s your customer retention?” asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur.

Metrics 98

Metrics Customer Retention Customer Success 2022 98

Lithium

JULY 7, 2022

Plant the seeds of a flourishing community with SEO. Just because you built it in the digital world doesn't necessarily mean the people will come. Communities across the digital sphere are dependent on the life-blood of traffic. A thriving community is often based solely on user traffic. Traffic can come from various sources: Twitter ads, Facebook posts, in-app guides, word of mouth, etc.

Social Media 98

Social Media Reference ROI Sales 98

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BirdEye

JULY 5, 2022

Patients across the country turn to HealthGrades when they’re searching for new healthcare providers. HealthGrades reviews are trusted by millions of Americans – and if your practice isn’t listed on HealthGrades, you could be missing out on patients who instead choose providers with strong HealthGrades reviews and profiles. HealthGrades should be a major part of your marketing strategy if you’re a medical provider looking to improve your online reputation.

Healthcare 98

Healthcare Social Media Insurance 2022 98

Brandwatch CX

JULY 4, 2022

If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you. Instagram has been expanding its marketing options for some time, and accordingly the number of brands marketing on Instagram has grown from 11.5% in 2013 to 32.3% in 2015. Furthermore, it is one of the best platforms to advertise on – a Forrester report has shown that engagement with brands on Instagram is 10 times higher than Facebook, 54 times higher than Pinterest, and an astonishing 8

Social Media 98

Social Media Metrics 2013 2015 98

Zonka Feedback

JULY 3, 2022

When you think about the importance of customer experience, you could be forgiven for your mind wandering to the B2C environment. After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up. But let’s consider just a couple of things here; firstly, your customers are your business.

B2B 98

B2B Customer Experience B2C Customers 98

Interactions

JULY 7, 2022

The current labor shortage is a big problem, especially for contact centers. According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”.

Virtual Agent 62

Virtual Agent Contact Center Advertising Technology 62

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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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