Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 132

Social Media Chatbots ROI Brands 132

GetFeedback

JULY 22, 2019

A Voice of the Customer (VoC) program captures, analyzes and reports on all customer feedback associated with your company. . It’s the heartbeat of any customer experience (CX) program. In fact, brands can’t meet or exceed expectations without having an established VoC program in place.

Infographics 170

Infographics How To ROI Feedback 170

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022!

Customer Success 52

Customer Success Case Study Resources Customers 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

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. We can agree there are more customer interactions than ever before, and some of that is our own fault. 1: map your customer journey. We all feel it.

ROI 309

ROI How To Touchpoint Hotels 309

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Gather your champions. What can VoC do for you?

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . And the latest area widely touted to provide a competitive edge in the customer experience is convenience.

Loyalty 113

Loyalty Effort Score Social Media Omni-Channel 113

Daniel Group

AUGUST 1, 2023

When an organization launches a CX improvement effort, it is often hard to measure results. When starting a CX program, it is easy to identify business outcomes but more challenging to, for example, measure customer retention after embarking on a Customer Experience initiative. Please take a few minutes to read it.

Measurement 52

Measurement NPS B2B Groups 52

GetFeedback

SEPTEMBER 24, 2019

A Voice of the Customer (VoC) program is an essential tool to collect valuable customer feedback and take proper action to improve customer experience (CX). A successful program leads to higher return rates, fewer churns, and more loyal customers. . Speak to the unique value of each stakeholder .

How To 150

How To ROI Policies Analysis 150

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Their customers?

Analysis 394

Analysis Software Comparison Social Media 394

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

BirdEye

MAY 10, 2023

You need to master the art of finding new clients and engaging existing customers for repeat business. In this blog post, we’ll share 12 marketing strategy examples to help get your creative juices flowing. A marketing strategy is a deliberate plan to showcase your business for the purpose of attracting customers and growing revenue.

Examples 98

Examples Strategy Tips Marketing 98

GetFeedback

MARCH 20, 2019

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. Why customer voice is important. the customer voice.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Customer Experience in E-commerce Trend Predictions for 2023. trillion by 2025.

e-support 208

e-support Customer Experience Social Media Chatbots 208

BirdEye

NOVEMBER 30, 2023

While online bookings are still popular, curated travel experiences are also gaining traction. They prefer a relaxed travel experience, focusing more on enjoyment rather than planning. The travel industry has undergone remarkable transformation over the past few years. How do you market your travel agency?

Travel 110

Travel Marketing Social Media Hotels 110

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. This means fewer – but higher quality- evaluations.

Analytics 138

Analytics Management Call Recording Contact Center 138

Comm100

MARCH 13, 2023

This blog will reveal students’ opinions on chatbots, how open they are to receiving them, and the support expectations they hold of prospective schools. Because this generation can receive around-the-clock communication and service from most brands, they expect a similar experience from prospective schools.

Chatbots 187

Chatbots Survey Social Media Report 187

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. When a customer gets in touch, the bot replies instantly. Shep Hyken.

Company 91

Company Customer Experience Airlines Chatbots 91

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 130

Technology Customer Experience Social Media Multi-Channel 130

GetFeedback

APRIL 3, 2019

The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it. Chris Hogan, Business Analytics and Modeling, YETI.

Feedback 220

Feedback Omni-Channel Self Service Analytics 220

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Self Service 92

Self Service Customer Experience Contact Center Interaction 92

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. This is a special look at what’s coming soon and what’s recently launched. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. PeopleMetrics LIVE!

Roadmap 108

Roadmap Management CEM Software 108

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service.

Chatbots 202

Chatbots Self Service Examples Industry 202

BirdEye

NOVEMBER 21, 2023

In this blog, we’ll explore 18 proven jewelry store marketing strategies to capture attention, strengthen your brand, and drive sales. Jewelry store marketing refers to jewelry retailers’ strategies and tactics to promote their business and products, attract customers, and drive sales. Not sure where to get started?

Marketing 111

Marketing Social Media Advertising Brands 111

Lithium

MARCH 5, 2024

If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

Social Media 52

Social Media Self Service Roadmap Insurance 52

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Here are over 65 Customer Success resources to catch up on and get you ready for the New Year.

Resources 111

Resources Customer Success eBook Multi-Channel 111

SurveySparrow

AUGUST 14, 2023

What if you could turn every customer interaction into a remarkable experience that keeps them coming back? The truth is, businesses that prioritize customer experience programs see a 10-15% increase in revenue , making it a game-changer in today’s competitive landscape. What is a CX Program?

Customer Experience 52

Customer Experience Customer Journeys Customer Centricity Omni-Channel 52

GetFeedback

APRIL 29, 2019

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. Immediately after you end a phone conversation with a customer, send them an SMS survey to rate the service experience. . If the purchase experience was bad, you get to learn why and how to improve directly from the customer.

Survey 265

Survey Net Promoter Score NPS Healthcare 265

BirdEye

JULY 3, 2023

What are the different types of affiliate programs? The affiliate marketer refers their audience to a product or service by sharing it through social media , a website, or a blog post. It is common for the affiliate to have a very particular or niche audience that aligns with a customer base the business would like to market to.

Sales 98

Sales Marketing Social Media Video 98

Customer Bliss

DECEMBER 1, 2016

I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. Customer experience improvement program: The basics. Customer experience improvement program: For the auditory learner.

Customer Experience 130

Customer Experience Customers B2B Connections 130

Daniel Group

APRIL 13, 2022

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. Did you know that 25% of B2B buyers rely on the experience of others?

Marketing 98

Marketing B2B Tips Feedback 98

Kerry Bodine

SEPTEMBER 27, 2017

I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. It’s not about experience marketing, but rather marketing experiences.”. At the time, brands were starting to launch websites that didn’t just push messages about their products and services.

Marketing 136

Marketing Transportation Advertising Customer Experience Professionals 136