InMoment XI
NOVEMBER 21, 2022
Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones. This is because the cost of finding new customers is far higher than the cost of selling to existing customers. In fact, returning customers spend 67% more than first-time buyers.
Experience Investigators by 360Connext
NOVEMBER 22, 2022
When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please and thank yous aren’t very common anyway, but especially from kids.
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Comm100
NOVEMBER 23, 2022
The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. 1.
Feedbackly
NOVEMBER 24, 2022
Customers prefer businesses that offer a fabulous and effortless customer experience. Brands need feedback to improve their buying journey and meet these expectations. Surveys are a way to gather feedback, but if you bombard your customers with incessant surveys, it deviates from the purpose. Research on survey fatigue shows that nearly 70% of respondents tend to abandon the survey incompleted.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
BirdEye
NOVEMBER 23, 2022
These days, millions of shoppers make most of their purchasing decisions on Instagram. If your business isn’t on the platform already, there’s no better time than the present to create an account. Instagram marketing can help you reach your target audience, grow a following for your business, while also improving your lead generation rates. Instagram is surely a strong marketing tool for businesses of all sizes.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Alida
NOVEMBER 24, 2022
The Delta Awards, Alida’s recognition of top innovators in CX, are the focal point of the event.
Inbenta
NOVEMBER 21, 2022
At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . In the past few years, practically all businesses have invested in chatbots or virtual assistants, made available help centers and FAQ sections , or used other kinds of assisted tools with the aim of helping customers search and find answers to their requests on their own. .
BirdEye
NOVEMBER 21, 2022
When it comes to social media, analytics is everything. Without understanding the numbers behind your social media efforts, you’ll have no way to determine whether or not your campaigns are successful. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.
Zonka Feedback
NOVEMBER 22, 2022
The success and failure of any organization can be defined by how well they take care of their customers and most importantly their concerns. Since Customer Service Agents are the front line of any business, measuring Agent Performance can be a crucial aspect of improving Customer Service Performance and driving success. But many businesses fail to understand that there is so much more to measuring agent performance than monitoring how many calls they take in a day, if they come to work or not,
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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.
Eptica
NOVEMBER 24, 2022
Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022. Author: Pauline Ashenden - Demand Generation Manager Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.
Doing CX Right
NOVEMBER 20, 2022
Sean Hawkins, a customer experience & contact center management expert, explains how to deliver great customer service through engaged and loyal agents. Learn how to do the basics right based on what's in your control. The post Improving Customer Service Results Through Empowered Agents appeared first on Doing CX Right.
ShepHyken
NOVEMBER 25, 2022
This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer.
Upstream Works
NOVEMBER 22, 2022
Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center. Before the rise of social media and digital channels, customers rarely engaged with a company or a brand for anything else, mainly because there were limited communication options outside of the contact
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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.
Integrity Solutions
NOVEMBER 22, 2022
With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Leaders increasingly understand that company culture strongly influences employee engagement — and employee engagement levels are excellent predictors of future turnover.
ChurnZero
NOVEMBER 23, 2022
This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. The holiday season is filled with indulgent food, joyful family time, and cheerful decorations. It truly is the most wonderful time of the year. Except when it comes to customer engagement. There are five weeks between Thanksgiving and New Year’s.
ShepHyken
NOVEMBER 23, 2022
Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time. While I’ve thought a lot about this over the years, lately I have been trying to make it even simpler for people to understand. To do that, you must understand the three ways you can be amazing for your customers, including your internal customers, who are the people you work wi
SAP Customer Experience
NOVEMBER 23, 2022
A customer journey map is a good start but not enough. Improving customer experience and how customers engage with business processes often starts with mapping journeys. Mapping a customer or employee journey is a straightforward task that can happen in a workshop or two. Different stakeholders from several departments come.
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!
Zonka Feedback
NOVEMBER 25, 2022
Customer retention and encouraging brand advocacy are both critical to any SaaS company's growth. Why? Because most SaaS companies rely on recurring subscriptions and referrals to get more clients. However, the two cannot be achieved without exemplary customer experience.
Education Services Group
NOVEMBER 21, 2022
It’s back! And it’s bigger, badder, and packed with more thrilling drama than ever. No, I don’t mean the new season of White Lotus. I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. In collaboration with ChurnZero and sponsored by Higher Logic Vanilla and involve.ai , our mission is to support the Customer Success community with reliable be
Team Support
NOVEMBER 23, 2022
Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up. This privacy focus also arrives at a time when customer demands for immediacy are also peaking. Live chat solutions are designed to provide fast communications, but can they also do it while securing business and customer privacy?
Keatext
NOVEMBER 22, 2022
The post Intelcom Successfully Builds a Data-Driven Approach to Customer Satisfaction with Keatext appeared first on Keatext.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
MyCustomer
NOVEMBER 24, 2022
Engagement What should be in CX leaders' 2023 budgets?
ClientSuccess
NOVEMBER 22, 2022
As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. To truly tap into this new way of driving growth, here are 5 key strategies that other marketers have found to be effective: 1.
Provide Support
NOVEMBER 22, 2022
The post Customer service metrics worth your attention appeared first on Provide Support Blog.
ShepHyken
NOVEMBER 22, 2022
The Hallmarks of a Customer-Obsessed Company. Creating Loyalty through Customer-Obsession. Shep Hyken interviews Marbue Brown, an accomplished customer experience executive who has worked with some of the biggest brands in the world, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. He is the author of Blueprint for Customer Obsession.
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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.
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