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.

Marketing 93

Marketing Social Media B2C Advertising 93

NetBase

JUNE 8, 2020

With hit after hit coming hard at society, it is crucial for brands to be perceived as supportive/understanding. It’s also important for that brand perception to be solidly established ahead of a crisis. At times like these, brand perception is more important than ever! How to measure brand impact.

Brands 67

Brands Social Media Advertising Consumers 67

GetFeedback

AUGUST 14, 2019

In 2018, car brands Lexus and Volvo tied as the number one luxury brand in the American Customer Satisfaction Index Automobile Report with a score of 85. They became the brands to defeat or at least be like. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. Get Calculator.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

Vonage

MARCH 26, 2018

In fact NVM’s most recent consumer survey reports just 13% of consumers feel this way about the brands they engage with. Without them an organisation risks falling behind in terms of what modern consumers expect from brand engagement. The ROI of emotive CX. NVM’s 2018 research discovered comparable behaviour.

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

John Paul

JULY 26, 2018

Look-alike technology is being used to predict what customers will like based on requests completed by similar profiles, which helps proactively assist brand new customers in a way that simulates a long history of dedicated 1:1 service. Connected Devices & Smart-Home Assistants. Machine Learning.

Technology 45

Technology Hospitality Hotels Loyalty 45

Currency Alliance

JUNE 21, 2018

In brief: what we’d fully expected (and set out in our ‘ Top Loyalty Trends ’ blog several months ago) was large scale proliferation and diversification of loyalty marketing, as brands beyond established loyalty sectors discovered how better customer experience could deliver bigger ROI. Gamification, for instance. Onward and Upward.

Loyalty 45

Loyalty Multi-Channel Gamification Loyalty Programs 45

GetFeedback

AUGUST 14, 2019

To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Preferences for how they interact with your brand today will certainly shift in the future. Are they properly trained on the experience your customers expect from your brand, regardless of who delivers it?

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. Forrester have called it ‘ A year of Reckoning’; they state that there is “a burning platform mandating bold action” but also that 30% of companies will see further declines in CX quality in 2018.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Lithium

JUNE 11, 2019

Summary: A discussion on building brand advocates using social media, through response and engagement. ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Summary: A discussion on building brand advocates using social media, through response and engagement. ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Summary: A discussion on building brand advocates using social media, through response and engagement. ROI Connection. Learn how to identify, define, and measure ROI for customer care. See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction.

Social Media 40

Social Media Case Study ROI Course 40

C Space

MAY 4, 2020

The Brand Move Roundup – May 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Weeks after Facebook invested $5.7

Brands 52

Brands Airlines Advertising e-support 52

CloudCherry

DECEMBER 1, 2018

Your CEM can tell you how customers feel, but connecting that data to customer actions within the product or through their purchases is key to making better decisions. Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. Context is king. Personalized marketing automation.

CEM 186

CEM CRM ROI Survey 186

CloudCherry

NOVEMBER 13, 2018

Your CEM can tell you how customers feel, but connecting that data to customer actions within the product or through their purchases is key to making better decisions. Integrating your ticketing data with your CX data can help prove the ROI of proactive initiatives. Context is king. Personalized marketing automation.

CEM 170

CEM CRM ROI Survey 170

NetBase

OCTOBER 25, 2019

And with a little poking and prodding, users inevitably make this unpleasant discovery themselves and switch to a more robust (and ROI-viable) option. Imagine your brand is cruising along, with tons of positive social insight, and suddenly sales tank. Either way, it’s a headache no brand wants. Other times, these tools luck out.

Analytics 40

Analytics Brands Tools ROI 40

GetFeedback

NOVEMBER 30, 2018

Actually, according to the 2018 Customer Service Benchmark report , the average live chat response time is just two minutes, whereas the average response time for an email is 12 hours. If applicable, try to connect them to their customer success manager (CSM) to further assist them. Let’s put it all together: sample transcript.

Customer Service 236

Customer Service Survey Customers Tips 236

NetBase

OCTOBER 25, 2019

And with a little poking and prodding, users inevitably make this unpleasant discovery themselves and switch to a more robust (and ROI-viable) option. Imagine your brand is cruising along, with tons of positive social insight, and suddenly sales tank. Either way, it’s a headache no brand wants. Other times, these tools luck out.

Analytics 40

Analytics Brands Tools ROI 40

C3Centricity

MAY 25, 2020

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. The appeal of this alternative approach is confirmed by the results of SalesForce’s recent research findings reported in the “State of the Connected Consumer.” Is this your case?

Technology 194

Technology Analysis Data Consumers 194

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? Understand the connection between customer experience success and business outcomes. When these customer champions leave your brand, those happy customers they served quickly become unhappy.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

Optimove

DECEMBER 3, 2018

Calculating your marketing campaigns ROI is a challenging task. contact-form-7] Optimove is used by 300+ customer-centric brands. Connect with us. Copyright © 2018, Mobius Solutions. Measuring Your Retention Efforts Uplift. However, it’s critical to measure for your ongoing optimization. Built for Marketers.

Measurement 75

Measurement Multi-Channel ROI Customer Centricity 75

Oracle

MARCH 20, 2018

While some traditions have remained the same for the 118-year-old brand, like the bulldog hood ornament, other aspects of the business have changed considerably. ” Now: Mack more effectively manages customer relationships with connected systems like Oracle Eloqua and Oracle Social Cloud, and can measure results including ROI.

Marketing 60

Marketing Social Media Case Study ROI 60

North Highland

SEPTEMBER 3, 2019

The days of branded marquees and simple swag bags are gone. However, the “brand activation” reigns supreme, and sponsorships now involve highly interactive, tailored experiences. Sponsorships and activations at major events offer the opportunity to rise above the noise, in a way that emphasizes solid human connections with consumers.

Hospitality 61

Hospitality Industry Sports ROI 61

Second to None

MARCH 14, 2018

Integrating this experiential aspect into your brand identity is challenging, because it means capturing an accurate reflection of what is drawing members to participate in each individual community you serve. To prove the ROI of live engagements, marketers must set the stage for data collection and funnel tracking.

Strategy 54

Strategy ROI Social Media Return on Investment 54

Optimove

APRIL 21, 2022

In 2018 she began teaching a class called Psychology and the Good Life, which quickly became one of Yale’s most popular courses; nearly a quarter of the undergraduate student body enrolled in the first year it was offered. One such brand is American stationery and gift retailer Paper Source, an Optimove client.

Multi-Channel 52

Multi-Channel CRM Touchpoint Social Media 52

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. As ever, it’s worth emphasising that customers become loyal to a brand because of two things: value and/or experience.

Loyalty 59

Loyalty Trends Data Marketing 59

Customer Guru

DECEMBER 13, 2017

Sadly though, even today there are brands that think that it is just a buzz that will die with time. In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. The Customer Experience Buzz.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. That’s because every company today understands that customers would only return if their experience with the brand has been delightful. . Customers like that they can privately engage with a brand, express their concerns and get immediate solutions.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Grade.us

JANUARY 3, 2019

Sure, we've officially waved bye-bye to 2018, but that doesn't mean we can't take advantage of all the great stuff that came out of last year. The Best Event Marketing Blogs of 2018. Event Planning Challenges Solved How to Choose an Event Hashtag that Sticks How to Measure and Prove Event ROI. Eventmarketer.com. Bizzabo Blog.

Resources 22

Resources Tools Marketing Case Study 22

TechSee

DECEMBER 28, 2020

Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent. Connecting off-site field service technicians with in-office expertise and data can ensure faster and more effective service to the customer.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

C3Centricity

JUNE 28, 2018

Perhaps it’s because CEOs don’t understand the role of a CMO or is there still an issue with the ROI of the marketing budget? In the report they mention three changes that CMOs are grappling with in an effort to impact both inside and outside their organisation: How the relationships between brands and customers have changed.

Marketing 149

Marketing Analysis Brands ROI 149

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Temkin Group was acquired by Qualtrics in October, 2018. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

C3Centricity

JUNE 28, 2018

Perhaps it’s because CEOs don’t understand the role of a CMO or is there still an issue with the ROI of the marketing budget? In the report they mention three changes that CMOs are grappling with in an effort to impact both inside and outside their organisation: How the relationships between brands and customers have changed.

Marketing 136

Marketing Analysis Brands ROI 136

NetBase

MAY 20, 2019

With more than 500 million active daily users , Instagram is the hottest platform for brands to be on right now. But many are still unsure of how to communicate the amazing engagement they’re seeing – and correspondingly unable to demonstrate it in terms of ROI. Understanding Stories. Creating a Baseline.

Analytics 58

Analytics Banking Airlines ROI 58

Stella Connect

JANUARY 4, 2022

You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. At Stella Connect, we believe the best and most effective coaching is coaching that is based on context. You also hope to keep agents engaged so they’ll want to stay put. Keep it simple.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Call Experts

NOVEMBER 20, 2019

People are running to get gifts from their favorite brands online and in-store. According to the National Retail Federation , more than 174 million Americans shopped between Cyber Monday and Black Friday in 2018. Customer activities and interactions with brands during the holiday season significantly impact contact centers.

Contact Center 60

Contact Center Management Call Center Customer Journeys 60

BirdEye

MARCH 9, 2021

10 years ago, brands tightly managed and controlled the customer experience. The reality for businesses today is that experiences now control brands. This dynamic shift is due to the impact of consumers reviewing, recommending and choosing brands completely outside of traditional marketing channels such as advertising.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Temkin Group was acquired by Qualtrics in October, 2018. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130