TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs.

White Paper 112

White Paper Contact Center Net Promoter Score Average Handle Time 112

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 92% of customers feel a poor service experience decreases their loyalty. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Learn more about building customer loyalty in this ebook. It’s no surprise that customer success and loyalty go hand-in-hand.

Customer Success 80

Customer Success White Paper Loyalty Webinar 80

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

2023 52

2023 White Paper Omnichannel Download 52

CSM Magazine

JULY 27, 2022

The state of brand loyalty in the UK. According to Yotpo’s ‘The State of Brand Loyalty 2022’ report, one of the most important factors to UK consumers when choosing a brand to purchase from is shared values. A huge 86% of shoppers say they want to interact with businesses who share their beliefs, and this figure rises to 95.8%

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Which business functions or departments are involved in the interaction. What functions the interaction serves. White papers.

Touchpoint 119

Touchpoint Customer Journey B2B Customer Journey Mapping 119

Talkdesk

DECEMBER 1, 2020

If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line. Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. White papers. Fortunately, customers also like to help themselves. Blog posts.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper. In-Person Surveys.

Customer Experience 195

Customer Experience Fashion White Paper Customers 195

Talkdesk

DECEMBER 10, 2020

Determine CX maturity priorities Deploying a digital transformation strategy will affect the channels, processes and people by which your customers interact with your brand. Delaying the modernization of your call center can impact various aspects of your brand, including revenue, customer loyalty and retention and more.

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

GetFeedback

FEBRUARY 15, 2019

Net Promoter Score is a trusted measure of customer loyalty. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Prospects are interacting with your website, trial, onboarding materials, and inside sales team. Who are they? How to use NPS.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. The post Leveraging the Power of CRM to Create Extended Loyalty for Your Bank appeared first on The Blend: A West Monroe Partners Blog.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Zeisler Consulting

SEPTEMBER 15, 2021

is to improve the alignment between what your company says it’s all about (call it mission/vision, corporate values/principles, or simply Brand Promise) and the experience your Customers have when they interact with your brand. Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.)

White Paper 93

White Paper Sales Brands ROI 93

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. This means identifying customers by their usage loyalty (i.e. Next, banks need to understand who their customers are.

Banking 52

Banking Retail White Paper Financial 52

Avaya

JANUARY 29, 2019

Screen Recording – An undetectable back-end process that captures desktop screen activity during customer interactions. Customer Feedback – Engage customers immediately following their interaction with agents via short, dynamic surveys. Download the “ Optimizing the Agent Journey to Perfect the Customer Journey ” white paper.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

Education Services Group

AUGUST 27, 2018

In fact, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience (2015) demonstrating the power of collaborative interactions in building and maintaining relationships. Read about this study and others in our white paper, Neuroscience and Customer Success. Learn More!

White Paper 51

White Paper Download Customer Success 2015 51

Totango

MARCH 8, 2022

As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown. The Totango online community includes our blog and other resources such as white papers, reports, on-demand webinars, and a learning hub to help you get the most out of our CS platform.

2022 118

2022 Customer Success White Paper Social Media 118

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. Showcase Social Proof You can also utilize social proof to attract new customers and build trust and loyalty. You will want to make sure that customers view you as an expert in your field.

2023 52

2023 White Paper Social Media Document 52

Kustomer

AUGUST 4, 2023

The Opportunities and Challenges of Leveraging Real-Time Customer Service Feedback The team at Kustomer have been quick to pick up on the value of customer service feedback and conversational support , providing helpful content with various blogs and a white paper. Customers are humans we’re interacting with — not tickets.

Feedback 52

Feedback White Paper Insurance Omnichannel 52

Comm100

FEBRUARY 19, 2020

On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Assigning VIP status to your big spenders will foster greater loyalty and encourage them to keep buying from you. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

White Paper 64

White Paper B2C Social Media E-support 64

Comm100

JANUARY 14, 2020

Agents can view every interaction that a customer has had with the company, no matter the channel of origin, from a single console. Consider the role of your website, social channels, live chat, knowledge base, mobile chat, and more, in moving your customer from awareness to loyalty. Free Download: Customer Engagement 2020 White Paper.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Training must focus on these complex interactions and will require additional problem solving and soft-skill initiatives.

White Paper 40

White Paper Contact Center Engagement Customer Care 40

Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Oracle

MARCH 22, 2021

On top of that, the pandemic has severely tested customers’ brand loyalty, with two respective 2020 reports from Ketchum and McKinsey highlighting the growing number of people shifting their brand preferences since lockdowns went into effect. That’s why first impressions matter just a little more for B2C marketers.

B2C 85

B2C B2B Marketing White Paper 85

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness. Those question are: 1) Really?

Engagement 145

Engagement White Paper 2015 Consulting 145

Comm100

FEBRUARY 19, 2020

On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Assigning VIP status to your big spenders will foster greater loyalty and encourage them to keep buying from you. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

White Paper 40

White Paper B2C Social Media E-support 40

inQuba

JANUARY 10, 2019

With every negative interaction a customer has, their likelihood to defect increases and therefore managing experiences across the entire customer journey becomes critical. This is only achieved when the customer has satisfying and value-adding experiences over a period of time, generating trust and loyalty. Acquisition. Email email.

White Paper 40

White Paper Management Customer Retention Customer Journey 40

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion.

Customer Journey 84

Customer Journey Social Media B2C Omnichannel 84

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. People who interact with such companies feel safe, secure, and pleased in their dealings. are all thought out for consistency.

Financial 144

Financial White Paper Books Airlines 144

Calabrio

JULY 29, 2016

This ultimately leads to increased customer retention and loyalty. Analytics technology has reshaped the contact center space, and organizations that have embraced it to improve the quality of customer interactions are gaining the upper hand competitively. Interactions in which a customer requests to speak to a supervisor.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. ” KPMG also found that personalization is the strongest pillar driving customer loyalty in 19 of 27 markets. Accessible.

2022 93

2022 Customer Experience Omnichannel White Paper 93

Eptica

FEBRUARY 28, 2018

Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers. Some interactions (such as buying more ink for your printer) are simple and require speed and information.

Customer Service 62

Customer Service White Paper Banking 2018 62

Centercode

JUNE 18, 2019

When it comes to closing the feedback loop, there are two levels of interaction that come into play. Closing the feedback loop increases loyalty. When you thank your customers for pointing out where and how you can improve, it reduces churn and encourages loyalty. Download the Free Feedback Playbook White Paper.

Feedback 56

Feedback White Paper Customer Centricity Social Media 56

inmoment

JUNE 17, 2019

Companies spend billions of dollars each year analyzing all types of digital interaction data — from social posts to online reviews. Definition of Loyalty Diverges. All brands aim for high customer loyalty, hoping to cultivate a reliable base of repeat shoppers. Here are five key CX trends spotted in the data: 1.

2019 53

2019 Customer Experience White Paper Definition 53

Uniphore

DECEMBER 13, 2021

From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS). To deliver both, retailers are increasingly turning to conversational AI and automation.

Retail 105

Retail Net Promoter Score Customer Experience Download 105

CSM Magazine

NOVEMBER 14, 2019

Chatbots are already a common phenomenon in contact centres while millions of people interact daily with virtual assistants such as Google Home and Alexa. Fast-track your way to a new generation of customer interactions by asking the right questions. About EBI.AI. Henry Jinman is Commercial Director of EBI.AI.

White Paper 49

White Paper Return on Investment 2014 Technology 49