Gainsight
AUGUST 7, 2024
Steve Jobs once said, “You’ve got to start with the customer experience and work back toward the technology, not the other way around.” Jeff Bezos echoed that sentiment: “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” What do these two quotes share?
CSM Magazine
AUGUST 5, 2024
Cloud services are core to facilitating business agility and efficiency in the current wave of digital transformation. However, such a step into cloud computing must be grounded on an appropriate cost-benefit study. In the simplest form, cost-benefit analysis should answer the question of whether such a shift makes any financial sense for the organization, looking at probable savings against related costs.
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Genroe
AUGUST 4, 2024
Implementing a system to automate data collection and reporting for Net Promoter Score data is an important step in using the NPS Process. The post Automating Net Promoter Score® Data Collection appeared first on Genroe | Customer Experience | Net Promoter Score.
InMoment XI
AUGUST 6, 2024
Customer experience programs can be complex. Often, a customer experience program includes multiple different initiatives running simultaneously throughout the organization. With so much going on in different places, it is beneficial to have one place to be able to see how your CX program is performing. This is where customer experience dashboards come in.
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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.
Zonka Feedback
AUGUST 7, 2024
In the fast-paced world of product development, making data-driven decisions is more crucial than ever. Imagine launching a new feature only to find out it doesn’t resonate with your users. How do you avoid such pitfalls?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
AUGUST 7, 2024
Customer experience (CX) is a focal point for businesses striving to achieve a competitive advantage. Online reviews and consumer feedback are paramount, and social media only magnifies the importance of creating positive customer experiences. A series of glowing reviews can enhance brand loyalty and attract new patrons, whereas negative feedback may meaningfully impact business.
InMoment XI
AUGUST 9, 2024
Think of your favorite clothing brand. Why is that brand your favorite? It is probably because you enjoy their clothes, but also because every time you buy something it is an easy, enjoyable process. The way you feel about that brand is because of the customer experience you have every time you make a purchase. The customer experience you have with a brand will cause you to be a lifelong customer, or never shop there again.
Beyond Philosophy
AUGUST 9, 2024
Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-factor authentication to ensure you are who you say you are.
Retently
AUGUST 5, 2024
Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024 ! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. We know that choosing the right NPS software can be overwhelming, with so many options out there.
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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.
ShepHyken
AUGUST 4, 2024
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 comments about each article and would like to hear what you think too. How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it.
InMoment XI
AUGUST 5, 2024
What Is a Reputation Score? A reputation score is a numerical representation of a brand’s reputation performance, calculated based on various factors such as customer reviews, online ratings, response rate, response time, local listings being in sync, and more. This data-driven score reveals the overall brand health, allowing brands to grasp their reputation standings at a glance and take rapid actions where needed.
Beyond Philosophy
AUGUST 8, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I’ve undertaken a kitchen renovation, and the Customer Experience the various tradespeople provide leaves much to be desired. After this project, it’s not hard to imagine why tradespeople have the poor reputation tradespeople do.
Zeisler Consulting
AUGUST 6, 2024
I posted about this way back when it happened, but I’m enjoying working from the mountains these past couple weeks, so the experience is in mind, and I figure it’s worth drawing your attention to it in a more formal manner: Copper Mountain ski resort in Summit County, Colorado, is my mountain. I love it, so I’m partial to them anyway. If your kid brings home an A, he’s the smartest one in school.
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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ShepHyken
AUGUST 6, 2024
Recently, I had the privilege of being a keynote speaker on customer experience at a company’s quarterly event. Following the speech, the CEO shared an insight into their approach to customer service and CX, comparing it to a medical emergency room. “Our response to handling customer complaints and issues is akin to triage,” he said. “We effectively diagnose the problems, yet find ourselves treating similar cases repeatedly as if sending them to an emergency room that never addresses the underly
Second to None
AUGUST 7, 2024
Mystery shopping, also known as secret shopping, has become an essential tool for businesses to evaluate and enhance their customer experience. This innovative approach involves hiring individuals to pose as regular customers and provide valuable feedback on their experience with a particular business. A great mystery shopping agency can provide valuable insights into customer interactions, helping businesses improve their operations, customer service, and overall performance.
C3Centricity
AUGUST 6, 2024
Adopting a customer-first strategy isn’t just an option these days. But did you know that, perhaps surprisingly, it can answer most business challenges? And it is therefore essential for the survival and growth of every single business. Yet, I know that this paradigm shift can present formidable challenges that many organisations struggle to overcome.
Optimove
AUGUST 7, 2024
How AI is Transforming CDPs Download Now >> Why it Matters: iGaming and Sports Betting operators can now deliver an unparalleled AI-orchestrated gamification experience, driving higher retention rates and deeper player engagement. Key Takeaway s : Optimove partnerships are with best-of-breed gamification leaders Captain Up and Gamanza This announcement delivers AI-orchestrated gamification to iGaming and Sports Betting, enhancing player engagement.
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.
Thematic
AUGUST 7, 2024
With 175 Zettabytes of data predicted to be generated by 2025 , AI text analytics is a game-changer. AI text analysis tools help turn this overwhelming data into valuable insights. And these enable us to make smarter decisions and spark innovation. Virtually any business or organization dealing with large volumes of text data can benefit from text analysis software.
Second to None
AUGUST 7, 2024
Mystery shopping, also known as secret shopping, has become an essential tool for businesses to evaluate and enhance their customer experience. This innovative approach involves hiring individuals to pose as regular customers and provide valuable feedback on their experience with a particular business. A great mystery shopping agency can provide valuable insights into customer interactions, helping businesses improve their operations, customer service, and overall performance.
Interactions
AUGUST 6, 2024
The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. Take Disney parks, for example. They are famous for invisible touches that deepen immersion, such as their “Smellitizer” scents piped in on Main Street and on rides like Soarin’ Over California and Soarin’ Over the World.
BirdEye
AUGUST 8, 2024
Managing your online reputation is a delicate balancing act. You need to stay on top of customer reviews, respond to feedback, and maintain a positive image across multiple platforms. While one glowing review can bring in new customers, a single negative comment can drive them away. But with so many online reputation management (ORM) tools out there, how do you choose the right one?
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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.
Optimove
AUGUST 5, 2024
How AI is Transforming CDPs Download Now >> Why it Matters: Navigating thousands of concurrent customer journeys in marketing is like managing a thousand flights at once and more. In essence, marketers must act as air traffic controllers, pilots, and flight attendants all rolled into one, striving to create a seamless journey for every consumer.
SurveySensum
AUGUST 8, 2024
Did you know that your website is the reason you might be losing customers? Yes, that is right. 88% of users won’t look back at your website if they have a negative experience with it. In this digital age, having a streamlined, and user-friendly website isn’t just a nice-to-have strategy – it’s a must-have strategy for keeping your customers engaged and keep coming back to you.
Interactions
AUGUST 6, 2024
The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. Take Disney parks, for example. They are famous for invisible touches that deepen immersion, such as their “Smellitizer” scents piped in on Main Street and on rides like Soarin’ Over California and Soarin’ Over the World.
BirdEye
AUGUST 9, 2024
A business’s online presence and reputation are crucial for attracting customers. A strong online reputation directly impacts revenue, making it essential to choose the right provider. That is where platforms like Birdeye and Reputation step in. But which one to pick in the Birdeye vs. Reputation.com contest? For location-based businesses of all sizes, Birdeye’s AI-powered tools and all-in-one solutions for reputation, social media, and customer experience management make it the superior c
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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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