Eptica

APRIL 15, 2021

Date: Friday, April 9, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways collaboration tools benefit customer service. New research from ContactBabel, sponsored by our parent company Enghouse Interactive, highlights five areas where adopting these solutions is helping improve the experience for both agents and customers.

Tools 125

Tools Customer Service Trends Communication 125

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

Eptica

FEBRUARY 14, 2022

In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation. Read the full post on our parent company Enghouse Interactive’s site here. Four key considerations for customer self-service success.

Self Service 133

Self Service Customer Experience Trends Video 133

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Self Service 111

Self Service Trends Video Culture 111

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Customer service is not a department. Nowadays, most people search for information online.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

2020 Research

AUGUST 22, 2023

Integrating cutting-edge techniques into your market research helps you uncover hidden connections between attention, arousal, and emotions which drive smarter business decisions. Unmatched Support from Full-Time Technicians Managing and presenting research data can be cumbersome.

Technology 88

Technology Consulting System Tools 88

GetFeedback

AUGUST 30, 2019

Their site is full of fun and entertaining quiz-style surveys that have broad appeal. Quizzes work brilliantly for social media marketing. A quiz, or in our case a survey, can also be used for market research. What is your monthly budget for SEO and digital marketing services?

Survey 276

Survey How To Customer Satisfaction Entertainment 276

Eptica

MAY 21, 2021

Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021. Our latest blog outlines the reasons that agent stress is dramatically increasing – and four areas around wellbeing that contact centres need to focus on moving forward.

Trends 125

Trends Meeting Interaction Marketing 125

Lumoa

APRIL 4, 2023

For a business to flourish, it has to understand its customers well enough to market effectively to them. Think of it this way: as a business, you have to optimize your resources to ensure you sell more products (or services) without increasing spending. Optimizes marketing efforts Imagine you’re trying to sell a watch to someone.

Analysis 208

Analysis Customer Retention Customer Journeys Customers 208

NICE inContact

JANUARY 21, 2019

In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. Download the full Forrester Wave report here.

Contact Center 136

Contact Center Course Report Analytics 136

NICE inContact

JANUARY 15, 2019

The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Market presence. Download the full Forrester Wave report.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Customers want you to know them.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Eptica

MARCH 19, 2021

Millard COVID-19 has changed customer needs and expectations – how can companies ensure they are delivering the right levels of service moving forward? To find out BT’s Autonomous Customer research interviewed consumers in five countries around the world. Share this page on: Tweet.

Customer Experience 72

Customer Experience Trends Consumers Interaction 72

Alida

DECEMBER 9, 2016

The ultimate goal is to teach companies more about their customers in order to market better, sell faster and serve more effectively. Today, only five percent of marketers have mastered the ability to adapt and predict the customer journey and understand how to drive more value. The other issue revolves around research.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Daniel Group

APRIL 13, 2022

For Referral Marketing to Succeed, you need Excellent CX First! This edition of Success Strategies focuses on growing your business through referral marketing with the foundation of excellent Customer Experience. You need to clearly understand how significant customer experience is to sales and marketing.

Marketing 98

Marketing B2B Tips Feedback 98

2020 Research

FEBRUARY 27, 2023

But over the past 57 years and through several acquisitions, we’ve expanded to become much more — today, we lead qualitative, quantitative and tech-enabled research around the globe. Our rebrand reflects the reality of our always-evolving services. The secret sauce of market research has always been human connections.

Brands 98

Brands Groups Connections Innovation 98

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. I know I know market research can be tedious and it can take a lot of time and effort from you and your team.

Tools 52

Tools Software Marketing Analytics 52

Lumoa

FEBRUARY 6, 2018

Read the full answers here below. Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Companies do marketing, sales and CRM – the customer does the experience!

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Totango

FEBRUARY 23, 2024

It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). According to research by SpencerStuart , CMOs have the highest turnover rate in the C-suite, remaining in the role for only 3.3 The elusive C-suite is a powerful and exciting place to be.

How To 97

How To Leadership Marketing Tips 97

CSM Magazine

DECEMBER 19, 2023

And looking at the competition in the market, you might also need to invest in digital marketing. According to statistics, around 60% of small businesses rely on digital marketing, whereas 90% use some form of advertising for promotion. Digital Nomad HQ offers full-suite digital marketing services for small businesses.

Strategy 52

Strategy Social Media Advertising Analytics 52

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. How many of you consider customer service or customer experience as elements of your marketing? Richard Branson.

Examples 75

Examples Customer Experience Hotels Social Media 75

AWS Machine Learning

MARCH 4, 2024

Haiku is the fastest and most cost-effective model on the market. For instance, pharmaceutical companies can query drug research papers alongside protein structure diagrams to accelerate discovery. There are so many possibilities that will be realized by taking full advantage of all generative AI has to offer through Amazon Bedrock.

Innovation 135

Innovation Travel Financial Exercises 135

Retently

MARCH 29, 2023

To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class. This huge success actually shows us the big picture of how markets work. A good product that appeals to the consumer is the deepest core of marketing, which is very hard to achieve.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Customer service needs customer data. Providing real-time, contextual service for each customer relationship isn’t easy, and there’s no shortcut.

Customer Service 91

Customer Service Contact Center Self Service Call Center Solutions 91

SuiteCX

FEBRUARY 18, 2020

The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1. They still require work as most are executed at the end of an interaction set.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

BirdEye

NOVEMBER 15, 2023

In this blog, we’ve shared the ultimate list of retail review sites that will boost brand awareness and fuel business growth. If you’re not sure where to start, you’re in luck — we did the research for you! Read the full case study here. And the first step is to decide which platforms you’ll focus on. Let’s dive in.

Retail 111

Retail Brands Consumers Case Study 111

GetFeedback

SEPTEMBER 24, 2019

Although many CX professionals understand the importance of VoC and its impact on experience and customer loyalty, many are unable to quantify the business value of their initiatives (75% to be exact, according to CustomerThink research ). . Marketers are usually tasked with brand building, lead generation, and customer communications.

How To 150

How To ROI Policies Analysis 150

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. 7 Ways to Deliver Awesome Customer Service. Is it Time to Do Away with Market Research Departments?

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Joe Rawlinson

SEPTEMBER 10, 2020

Will you leave your job and go into it full-time? Next, it is time for target market research. Before you commit any money to start an enterprise, find out what its odds of succeeding are by seeing what type of market there is for what you plan to sell. But where do you start and how do you get it done? Goal Setting.

How To 133

How To Social Media Course Financial 133

C3Centricity

JANUARY 4, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog and this year is no exception, despite covid’s extraordinary impact on businesses the world over. 7 Ways to Deliver Awesome Customer Service. Is it Time to Do Away with Market Research Departments? It depends?

Customer Centricity 156

Customer Centricity Hospitality Customer Satisfaction Customers 156

BirdEye

NOVEMBER 30, 2023

With the right travel agency marketing strategy, travel agents and businesses can attract the ideal client to their business and grow rapidly. This blog post is the complete guide for travel agencies to unlock opportunities, grow their business, and use the best marketing strategies to reach their clients.

Travel 110

Travel Marketing Social Media Hotels 110

BirdEye

OCTOBER 3, 2023

During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negative customer feedback. In this blog, we’ll cover the key lessons Baer shared with Colwell on extracting value from negativity. Want to hear the full conversation?

Customer Experience 105

Customer Experience Social Media Feedback Loyalty 105

NICE inContact

APRIL 24, 2019

To date, Customer Experience wins have been felt in the early parts of the customer journey – particularly around tailored marketing campaigns, personalized web and brand experience, and more recently orchestrated omnichannel communication. New Challenges. However, a 2018 Forrester report points out that CX is stagnating.

Company 178

Company Contact Center Omni-Channel Insurance 178

2020 Research

JUNE 23, 2023

The world of business and market research in emerging markets is filled with countless opportunities and challenges. This is the essence of an emerging market—a nation poised to join the global economy. Ensuring credible and reliable data is the cornerstone of successful market research in these dynamic environments.

Marketing 52

Marketing Transportation Culture Travel 52

Eptica

SEPTEMBER 10, 2020

Author: Trevor Davies, Head of Products, Enghouse Interactive According to research by Contact Babel for the UK Contact Centre Decision-Makers Guide, 95% of contact centres now use call recording technology and only 1% said that they have no intention of introducing call recording in the future. Published on: September 09, 2020.

Call Recording 74

Call Recording Trends Analytics Technology 74

BirdEye

NOVEMBER 16, 2023

In the competitive lawn care and landscaping industry, effective marketing is not a choice but an absolute necessity. The right lawn care marketing strategy can help your business create lasting impressions, generate leads, nurture relationships, and build a brand in the market. How to develop a lawn care marketing strategy?

Marketing 64

Marketing Social Media Advertising Chatbots 64