Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

Report 91

Report Trends Customer Success Self Service 91

BirdEye

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. Overall industry trends The landscape of online reviews witnessed notable growth and engagement in 2023, reflecting its increasing influence on consumer behavior.

Automotive 111

Automotive Healthcare Hospitality Retail 111

ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. As a consumer, how do you feel when you receive a poor customer experience?

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Customer Analytics and its diverse applications.

Analytics 256

Analytics Report Analysis Study 256

CX University

MARCH 4, 2024

Customer experience (CX) has taken center stage, reshaping the way businesses engage with their audience. The rise of omnichannel experiences has revolutionized the traditional customer journey, offering a seamless and integrated approach across various touchpoints.

Omni-Channel 52

Omni-Channel Interaction Customer Experience Touchpoint 52

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

NICE inContact

MARCH 14, 2019

Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience.

Customer Expectations 171

Customer Expectations Contact Center How To ROI 171

BirdEye

MARCH 27, 2024

However, not every business has the resources or capability to generate original content that engages audiences on all these fronts. This blog post explores what curated content is and provides a complete guide for businesses looking to include content curation in their marketing strategy.

Strategy 59

Strategy Social Media Trends Infographics 59

BirdEye

SEPTEMBER 11, 2023

Ask any social media manager, and they’ll tell you that the more active your social media profile is on any platform, the higher your chances of reaching your target customers. Today, every like, share, and comment is more than just a statistic – it’s a sign of true engagement. That’s where social media AI tools come in.

Social Media 106

Social Media Management Tools Trends 106

BirdEye

NOVEMBER 28, 2023

This statistic shows that your customers are looking for you online. You must monitor what your customers say about you, respond to their remarks, and use their feedback to improve. You must monitor what your customers say about you, respond to their remarks, and use their feedback to improve.

Tips 109

Tips Management Social Media Feedback 109

BirdEye

APRIL 16, 2024

Are you looking to expand your reach on social media and draw more eyes to your website, products, or blog? We cover everything from identifying your target audience, setting up and verifying your profile, to creating captivating content, and engaging with group boards. Let’s get started!

Social Media 69

Social Media Strategy How To Infographics 69

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. next best offer).

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B.

Metrics 76

Metrics Net Promoter Score Data NPS 76

CX Accelerator

OCTOBER 26, 2019

I loved basketball and memorized all the statistics of every player in the league. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Back to CX Accelerator Blog. Back to CX Accelerator Blog. CustomerService #CustomerExperience #Storytelling.

Customer Service 182

Customer Service Video Travel Customers 182

CX Accelerator

OCTOBER 26, 2019

I loved basketball and memorized all the statistics of every player in the league. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Back to CX Accelerator Blog. Back to CX Accelerator Blog. CustomerService #CustomerExperience #Storytelling.

Customer Service 182

Customer Service Video Travel Customers 182

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. 83% of customers expect immediate engage when contacting a company. Live Chat ROI Calculator.

Customer Service 242

Customer Service Abandon Rate ROI Apparel 242

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Half of consumers move on after poor customer service.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Ecrion

SEPTEMBER 23, 2020

The term customer service is a catch-all phrase that roughly equates to a customer’s experience with and perception of your brand. Experts agree that customer service expectations are on the rise. Every year, businesses lose billions in potential revenue thanks to one thing: poor customer service.

Infographics 105

Infographics Self Service Customer Service Social Media 105

CX University

MARCH 11, 2024

These partners use a mix of technology to measure and attribute mobile events such as clicks, app installs, engagement, and revenue. Closed-Loop Measurement Implementing closed-loop measurement allows businesses to track the entire customer journey across various channels, attributing conversions to specific marketing touchpoints.

Omni-Channel 52

Omni-Channel Analysis Data Touchpoint 52

Brandwatch CX

NOVEMBER 8, 2023

Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy. On the other hand, some people find it useful , as it measures influence through engagement on Twitter.

Social Media 98

Social Media Tools Analysis Metrics 98

Brandwatch CX

JANUARY 2, 2019

For marketers, knowing the statistics behind the social networks can inform strategy and spend, allowing focused targeting of users. Social media statistics. Social media business statistics. Only 20 Fortune 500 companies actually engage with their customers on Facebook, while 83% have a presence on Twitter.

Social Media 111

Social Media Video Advertising Marketing 111

BirdEye

DECEMBER 12, 2022

Share customer reviews and testimonials 7. Post statistics about your industry 20. This can include articles, infographics, reports, guides, blog posts, or videos. You can do this by accompanying the industry news with your original content like a blog or podcast that could provide more insight into the topic.

Social Media 98

Social Media Strategy Marketing Case Study 98

Kustomer

AUGUST 28, 2023

The modern buyer has high expectations when it comes to great customer service. From solving their issues as quickly as possible to creating a personalized customer experience, it’s important to consistently keep your CS playbook up to date with how to fulfill the latest expectations. What Is Bulk Messaging?

CRM 97

CRM ROI Effort Score Return on Investment 97

Optimove

DECEMBER 25, 2023

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: Today’s hyper-connected customers interact with brands through a dizzying myriad of channels, from websites and email to mobile phones and social media. Download Now >> Why Is Customer Journey Orchestration Important?

Customer Journeys 59

Customer Journeys Customer Experience Touchpoint Effort Score 59

Ecrion

SEPTEMBER 22, 2020

Engaging & Authoritative Writing | 10. While you’re probably already busy building your social media presence, writing your blog, and shooting video, there’s another marketing tool you’re probably forgetting all about — infographics. So, does this mean that you should chuck your 2,000-word blog posts?

Social Media 102

Social Media Infographics How To Entertainment 102

CX University

MARCH 18, 2024

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. By analyzing this wealth of data using sophisticated algorithms, businesses can gain deep insights into individual customer preferences, behaviors, and intent.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

BirdEye

JANUARY 25, 2024

From cozy corner cafes to towering corporate offices, Google Business Profiles have become the arena where businesses compete for visibility and connect with their customers like never before. To grasp the full scope of this transformation, Birdeye explored the insights and experiences of over 130,000 businesses throughout 2023.

Automotive 59

Automotive Hospitality Healthcare Retail 59

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise. 2) Ask for Feedback.

Call Center 141

Call Center Gamification Contact Center Social Media 141

BirdEye

DECEMBER 14, 2022

If you’re looking to improve engagement and increase your brand awareness, you’ll need to know which types of social media content appeal most to your followers. Some examples of helpful educational content include blogs, guides, and other written content. Inspirational content tends to get shared frequently.

Social Media 98

Social Media eBook Infographics Entertainment 98

Brandwatch CX

JUNE 15, 2022

Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy. On the other hand, some people find it useful , as it measures influence through engagement on Twitter. 4) Buzzsumo. 9) TweetDeck. 10) Mention.

Social Media 144

Social Media Tools Analysis Metrics 144

SurveySensum

APRIL 8, 2024

In 2024, ensuring the survival of small businesses requires more than just an online presence; it requires a dynamic and strategic digital engagement that is not just an asset, but a critical necessity for success. This involves innovative product design, superior customer service, or a unique approach to solving market problems.

Strategy 52

Strategy Social Media Advertising Analytics 52

BirdEye

JANUARY 25, 2024

From cozy corner cafes to towering corporate offices, Google Business Profiles have become the arena where businesses compete for visibility and connect with their customers like never before. To grasp the full scope of this transformation, Birdeye explored the insights and experiences of over 150,000 businesses throughout 2023.

Automotive 52

Automotive Hospitality Healthcare Retail 52

SmartMessage Blog

JULY 20, 2023

Every brand dreams of loyal customers. Building customer loyalty is essential for growth. Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. Statistics state that it is more profitable to keep current customers compared to acquiring new ones.

Loyalty 52

Loyalty Management Loyalty Programs Competitive Advantage 52

Kayako

AUGUST 10, 2018

Customers and prospects have a number of ways to reach your team with sales and support questions, but none are as effective and immediate as live chat. Over the past 4 years live chat usage has grown by 400% and more and more customers expect businesses to have it. Kayako Live Chat Statistics.

Customer Success 130

Customer Success Customers Connections Engagement 130

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Define what customer health looks like for your business. Length of the relationship.

Metrics 94

Metrics B2B NPS Measurement 94

BirdEye

MARCH 11, 2024

This statistic proves that it is the top choice among our customers. Well, Facebook, the OG of social media platforms, offers a highly engaged community that reaches 3.3 In this blog post, you’ll learn how to create amazing Facebook event cover photos with the correct dimensions and some of the best practices. But why so?

Social Media 59

Social Media Engagement Guidelines Tips 59

Optimove

FEBRUARY 26, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: Learn how Optimove empowers iGaming CRM marketers to start with the player instead of a game or bonus to form strong, loyal, and long-lasting customer relationships. As a result, marketing teams can move from insight to execution instantly.

Marketing 52

Marketing CRM Loyalty Tips 52