C3Centricity

MARCH 12, 2024

It’s about delivering the right message, to the right people, at the right time. By leveraging data analytics, marketers can gain insights into customer preferences, behaviour, and purchase history, enabling them to tailor their messaging and offerings. HubSpot is a prime example of content marketing done right.

Customer Engagement 226

Customer Engagement Engagement Competitive Advantage Entertainment 226

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

Lumoa

JANUARY 24, 2024

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. When to use text analytics This situation is where automated text analytics in customer feedback is brought in: it can help in sorting out the key topics talked about and reveal the general sentiment per topic.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Qualtrics

SEPTEMBER 4, 2019

In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well. This was groundbreaking for the brand, and made Melissa one of a group of HR pioneers leading the way in the analytics space around this time.

Analytics 47

Analytics Groups Metrics Employee Experience 47

Grade.us

NOVEMBER 16, 2018

Digital analytics are essential to measuring your marketing efforts. 2018's Best Digital Analytics Blogs. Follow these blogs to stay up-to-date with the latest analytics trends. Google Analytics Products. Blast Analytics & Digital Marketing Tips. Blast Analytics & Digital Marketing Tips.

Analytics 29

Analytics Resources Tools eBook 29

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. It is impossible to design an experience for people if you have no idea about their needs, wants, expectations, behaviors, and pain points. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

ShepHyken

NOVEMBER 22, 2019

Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones. They also look into tools that can help gather useful analytics and track metrics. This way, they can use real data to improve operations and internal processes.

Exceptional Customer Service 139

Exceptional Customer Service Multi-Channel Communication Customer Care 139

ShepHyken

MAY 31, 2019

You can also use analytics data to better understand your customer demographics, interests and behaviors. Make sure you hire people who are passionate about ensuring that every customer receives the best possible experience online. The post Guest Blog: Ways to Improve Your Customer Experience Online appeared first on Shep Hyken.

Customer Experience 116

Customer Experience Touchpoint User Experience Feedback 116

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Both groups of technologies can be utilized to make analytics more actionable. But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ShepHyken

NOVEMBER 29, 2019

People will forget what you said, people will forget what you did, but people will never forget how you made them feel. Technology (or the ease of access to it) opens up options for people; they can take their business anywhere they want. . So, what part does technology play in this? Read Shep’s latest Forbes article: .

Technology 130

Technology Customer Experience Social Media Multi-Channel 130

Bob Hayes

DECEMBER 20, 2018

I did my part this year to spread interest in data science to more people. Below are my top 10 blog posts of 2018: Favorite Data Science Blogs, Podcasts and Newsletters. Below are my top 10 blog posts of 2018: Favorite Data Science Blogs, Podcasts and Newsletters. Click image to enlarge. Click image to enlarge.

Net Promoter Score 81

Net Promoter Score Data NPS Analytics 81

Lumoa

DECEMBER 18, 2017

We introduce a new column in our blog - “Experts in the Spotlight” with our first guest, Jim Tincher. The future of the feedback analysis - text and voice analytics. Make sure the right people are following the process and the feedback is curated in a sustainable way. I am a big fan of text and voice analytics.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

ShepHyken

JULY 5, 2019

Additionally, you can use third-party tools such as Google Analytics and group customers based on demographics and other relevant factors. Additionally, if you ever wondered how people use your site, you can track what site visitors are searching for – providing you a better picture of what’s missing.

Communication 120

Communication Self Service Social Media Knowledge Base 120

ShepHyken

OCTOBER 25, 2019

Make sure that you are displaying the opportunity to the right people. Use effective analytics to maximize your exposure to the best potential candidates. So now we have the right people. That way people will want to come to work and try their best every day. Target Posting. Leadership. What do we do with them?

Call Center 76

Call Center Leadership Contact Center e-support 76

Lumoa

JANUARY 19, 2023

Having the right people in your customer experience team not only strengthens your relationship with your customers but also encourages them to become repeat customers of the brand. But when you’re looking for new people to fill roles your organization has never had, it can be quite a challenge. What does the company want to achieve?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Why you should use text analytics. With text analytics, you can analyze a huge volume of customer comments in a way that’s also scalable. .

Analytics 221

Analytics Customer Experience How To Trends 221

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Insight technologies that deliver personalization and predictive analytics. Shep Hyken.

Self Service 79

Self Service Omni-Channel Social Media Retail 79

Lumoa

FEBRUARY 14, 2024

This is the quality that draws people to your brand. Clearly, people prefer minimal interactions, even with brands they love. More Data-Driven Analytics Advanced analytics is enhancing the CX industry. Modern workplaces need modern CX solutions, which involve CRM software and AI- and ML-enhanced analytics.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

BirdEye

DECEMBER 5, 2023

Have you ever wondered why people hesitate to buy something if there are no customer reviews? In this blog, we will explore the world of reputation management for businesses. Explore more on this in our detailed blog about real estate reputation management. Yes, that’s true. That’s almost everyone!

Brands 110

Brands Management Social Media Analytics 110

Qualtrics

SEPTEMBER 4, 2019

In 2015, she moved to financial services firm Prudential Plc to set up their first advanced people analytics function, covering talent management and succession planning as well. This was groundbreaking for the brand, and made Melissa one of a group of HR pioneers leading the way in the analytics space around this time.

Analytics 20

Analytics Groups Metrics Employee Experience 20

ShepHyken

SEPTEMBER 1, 2017

As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. The post Guest Blog: Don’t Make Me Wait appeared first on Shep Hyken. Nineteen year-old college students.

Self Service 83

Self Service Knowledge Base e-support Groups 83

ShepHyken

DECEMBER 20, 2019

Further, you may speak negatively about your experiences with other people. When we advocate for a business, we recommend it to other people. People invest in businesses when they feel positive about them. The post Guest Blog: Why Customer Experience Is Essential to Your Bottom Line appeared first on Shep Hyken.

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

CSM Magazine

DECEMBER 10, 2019

By using social networks and blogging, you can increase your customer base and make new business connections. However, not every product or service can be sold through a social network or blogging due to the specifics of the product or the geolocation of the business. You can make your blog and add posts on Medium too!

Social Media 52

Social Media Customer Base Infographics Advertising 52

GetFeedback

APRIL 8, 2019

In some cases, buyer personas limit you to targeting one or two types of people, ignoring the different stages of the buyer cycle entirely. Because these people are already interacting with your brand. Twitter analytics. Go to Twitter Analytics. Instagram analytics. Start by auditing your blog content.

Customer Journeys 207

Customer Journeys Analytics B2B Social Media 207

BirdEye

AUGUST 28, 2023

When you publish content on social media, you want to know who sees it and how many people interact with it. Discover why social reach matters and learn how to track and optimize it to boost your social media growth in this blog. Q8: What is the role of analytics tools in analyzing social media reach performance?

Social Media 98

Social Media Metrics Measurement Multi-Channel 98

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. Prior to this role, Annie spent three years as both the Chief Marketing and People Officer for Uniphore, which included leading all functions of marketing and HR. Conversational AI Platform. U-Self Serve. Case Studies. White Papers.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

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? : They are interpreted by people. The top 10 B.O.B.

Metrics 76

Metrics Net Promoter Score Data NPS 76

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. Gaining insights into internal process improvement opportunities through interaction analytics tools.

Tips 137

Tips Brands Contact Center Analytics 137

NICE inContact

AUGUST 5, 2019

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. Gaining insights into internal process improvement opportunities through interaction analytics tools.

Tips 136

Tips Brands Contact Center Analytics 136

Uniphore

NOVEMBER 23, 2021

Syed, SVP, Global Head of Channel, Alliances & Partnerships at Uniphore, and Saurabh Rai, Global Head Analytics & Strategic Initiatives at Tech Mahindra Business Process Services, explore the quantifiable and experiential benefits of conversational automation. Syed and Saurabh Rai on the Value of Conversational Automation.

Average Handle Time 130

Average Handle Time Return on Investment e-support Analytics 130

Bob Hayes

DECEMBER 17, 2017

The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning.

Analytics 46

Analytics Data Competitive Advantage Social Media 46

BirdEye

DECEMBER 30, 2023

Analytics and tools Personal accounts have access to basic Twitter analytics, but there’s typically less emphasis on detailed data analysis. Business accounts extensively utilize Twitter’s advanced analytics to track engagement, measure campaign success, and understand audience demographics. Got a new product?

How To 111

How To Social Media Advertising Analytics 111

Bob Hayes

DECEMBER 17, 2017

The importance of analytics continues to grow in business and beyond. I did my part this year to spread interest in analytics to more people. All of my top blog posts of 2017 (most reads) are all related to analytics, with posts that address data science, artificial intelligence and machine learning.

Analytics 40

Analytics Data Competitive Advantage Social Media 40

BirdEye

MARCH 27, 2024

This blog post will discuss what impressions mean on Twitter, why they matter to businesses, how to calculate them, and strategies to skyrocket your brand with higher impressions. Twitter Analytics 2. Twitter favors a few tweets above others based on its algorithm and what people are talking about at that particular moment.

Engagement 64

Engagement Social Media Analytics Metrics 64

ShepHyken

JUNE 2, 2017

We’re driven by revenue and margin, but our success can make us more bloated and rigid, less adaptive, and more disconnected from the people we’re supposed to serve. Matt has worked in the Martech sector for the last 17 years, serving in a variety of senior product management, marketing, and analytics roles.

Examples 75

Examples Self Service Wireless Call Center 75

CSM Magazine

DECEMBER 19, 2023

Research and market analytics When growing your small business, check out the market. To conduct market research, you can use analytics. You can either buy big data from other companies or use data analytic tools to gain customer insights. Your goal is to guide people through this journey to make a sale.

Strategy 52

Strategy Social Media Advertising Analytics 52

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.

Social Media 98

Social Media Analytics Multi-Channel Metrics 98