Zonka Feedback

APRIL 24, 2023

Looking at starting to measure Customer Satisfaction? Check out the list of top Customer Satisfaction Tools and start your CX journey. Remember the last time you purchased on Amazon.com? Got a feedback form after? Or booked a cab via Uber and had to rate your last ride before you could book another? Successful brands didn't just get there by fluke. They continuously focus on enhancing Customer Satisfaction and providing exceptional customer service, and that has its rewards.

Customer Satisfaction 52

Customer Satisfaction Exceptional Customer Service Books Feedback 52

Feedbackly

APRIL 27, 2023

As businesses that directly engage with the end user, retail brands cannot ignore the impact of customer experience. Faced with tough competition and demanding customers, they are forced to step up their game or fall behind the market. Building strong relationships with customers is crucial to your retail brand’s success, and customer experience is your trump card.

Retail 52

Retail Net Promoter Score E Commerce Touchpoint 52

Alida

APRIL 27, 2023

The world of customer insights has drastically shifted in recent years. With mobile devices becoming ubiquitous and mobile usage continuing to rise, it has become increasingly important for businesses to take a mobile-first approach to their customer insight and survey tools.

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Insights Customer Experience Customer Insights Customers 130

Team Support

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.

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Customer Experience B2B Customer Centricity Customers 98

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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.

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Topdown

APRIL 24, 2023

The best and most successful leaders have proven an ability to create advantages where, historically, there aren’t any. Customer touchpoints are neither a disadvantage or advantage by their simple nature; it really depends on the approach of the individual organization or facilitator of that specific point of contact. In other words, turning customer touchpoints into an advantage is more than feasible.

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Touchpoint Customer Journey Customers Consumers 62

InMoment XI

APRIL 27, 2023

InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe. This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment. Below you’ll find the latest innovations to: Summarize customer feedback more effectively to save time and resources Improve the closed-loop service experience to reduce churn and incr

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Innovation Feedback Call Center NPS 195

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” Sound familiar? You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. And that is great. However, like many parts of customer experience, it takes more than just words.

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Customer Centricity Culture Contact Center Customers 143

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.

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2011 Workshop Insurance Customer Service Training 110

BirdEye

APRIL 28, 2023

Are you an insurance provider who is looking to increase your revenue? If so, then effective insurance marketing strategies are the way to go. These strategies aren’t just about getting more clients, it’s also about retaining existing ones and making sure they keep coming back for more. Fortunately, there are a number of ways to do this. In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client int

Insurance 98

Insurance Marketing Social Media Loyalty Programs 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

2020 Research

APRIL 26, 2023

What happens when governments raise their central bank interest rates? One ripple effect may be the increased cost of lending for banks. We may also observe a reduction in bond prices, which could deplete the market value of bank capital reserves. Unfortunately, these aren’t speculative scenarios—it’s all happening now in 2023. Mar. 8, 2023: Silvergate Bank, a cryptocurrency-focused institution, was the first to fail due to significant losses in its loan portfolio.

Banking 97

Banking Marketing 2023 Consulting 97

Alida

APRIL 25, 2023

Alida’s spring release boosters connections between brands and hard-to-reach consumers through mobile-first strategies for immediate and better feedback.

Consumers 130

Consumers Connections Feedback Brands 130

SaleMove

APRIL 28, 2023

Adding AI-powered, 24/7 self-service convenience to your dial-in phone system brings appealing voice banking features to the entire customer experience. The post Unlocking The Power of Voice Banking appeared first on Glia Blog | Digital Customer Service Explained.

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Banking Blog Customer Service Customer Experience 85

BirdEye

APRIL 25, 2023

Are you looking for ways to promote your business locally? Do you want to reach out and engage with potential customers in your area? If so, we’ve got you covered with over 20 ideas on how to promote your business locally and make your brand the talk of the town. Whether you’re a battle-tested entrepreneur or just getting your feet wet, the no-nonsense, results-driven techniques below will show you how to advertise your business, skyrocket your brand visibility, and help you develop

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Seminar Social Media Advertising Workshop 98

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

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. 1.

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Contact Center Measurement Feedback 2022 79

TechSee

APRIL 28, 2023

Visual Support for Medical Devices Can be a Game-Changer As a Type-1 Diabetic, I have faced many medical challenges and obstacles in the past 20 years. About a year ago, I had an extremely frustrating experience with my insulin pump. Nobody proving the medical device support could seem to figure out what the issue was. I went weeks without having a consistently functioning device, which caused high blood sugar and daily illness.

Healthcare 109

Healthcare Hospitality Connections Technology 109

COPC

APRIL 28, 2023

COPC Inc. and the COPC Standards Committee, a group of global customer experience (CX) experts overseeing the evolution of the COPC CX Standard , meet twice a year to ensure the Standard continues to adapt to the changing dynamics of the industry. On April 16 th , Mastercard hosted the bi – annual meeting in Dublin, where discussions centered around the impact of artificial intelligence (AI) on CX.

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Customer Experience Presentation Contact Center Customers 76

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before. In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of c

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Marketing Social Media B2C Advertising 93

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

Magellan Solutions

APRIL 28, 2023

Top 7 Benefits of Outsourcing Administrative Functions for Insurance Companies Insurance companies encounter a variety of challenges nowadays. Increasing client demands, ever-changing regulations, and competition are some of the difficulties. Outsourcing administrative functions for insurance companies has been a proven strategy to consider. With the rising inflation, insurance companies are looking for ways to reduce costs.

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Insurance Call Center Financial Document 98

TechSee

APRIL 24, 2023

Last week we hosted our quarterly Customer Advisory Board. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations. In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency.

Average Handle Time 109

Average Handle Time Culture Customer Satisfaction Technology 109

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Want to stand out from the competition? Raise your customer service standards.

Customer Service 68

Customer Service Customer Service Representative Article Omnichannel 68

BirdEye

APRIL 26, 2023

You probably remember receiving an email from a friend saying, “Use my link for a discount!” And they shared a link with you from a shop or brand they want you to try. That link is what’s called a referral link. It’s a special URL created exclusively for that one person to share with their friends via email, social media, text, and other channels.

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Social Media ROI Advertising Return on Investment 98

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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

Magellan Solutions

APRIL 25, 2023

A free answering service pertains to an offer that a third-party company provides, which involves taking and relaying messages on behalf of a company. Answering service agents filter and prioritize calls according to your business needs. They take messages when you can’t respond to them, block unwanted sales calls, and connect VIPs as necessary. In that way, your employees can focus on core business tasks without compromising excellent customer service.

Telecommunications 93

Telecommunications Customer Satisfaction Culture Call Center 93

kommunicate

APRIL 26, 2023

Last Updated on April 27, 2023 In today’s digital age, chatbots have become an integral part of customer service. With the rise of social media platforms like Facebook, integrating chatbots with these platforms has become crucial for businesses to provide efficient customer support. One of the most popular chatbot platforms is Amazon Web Services (AWS) [.

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Social Media 2023 Blog Customer Service 93

ShepHyken

APRIL 24, 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. Spring Cleaning For Business: How To Embrace It In Customer Experience by Dan Gingiss (Dan Gingiss) Whether you have a Chief Experience Officer and official customer experience team or not, it’s important to periodically look at the entire customer journey from start to fin

Article 13

Article Customer Service Loyalty Programs 2023 13

MyCustomer

APRIL 24, 2023

Engagement Entries rolling in to CX Leader of the Year 2023

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2023 Engagement 87

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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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