Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. To be counted among them requires preparation.

Self Service 88

Self Service Software Analytics Examples 88

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

Self Service 124

Self Service Customer Service Customer Journeys B2B 124

GetFeedback

MAY 9, 2018

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. Online customers are shopping on their mobiles more than ever. First things first.

Mobile Customer Service 170

Mobile Customer Service Customer Service Self Service e-support 170

BirdEye

JUNE 15, 2023

As a local business looking to improve sales, your marketing strategy has to include a refer-a-friend program. It’s a valuable and cost-effective method for attracting new customers by leveraging existing client relationships. A refer-a-friend program encourages your customers to refer their friends or family.

Sales 98

Sales Social Media Gamification Brands 98

SurveySparrow

SEPTEMBER 26, 2023

When you flip a switch, enjoy a warm shower, or cook a meal, you’re stepping into a world intricately woven with customer experience. In this blog, we’ll look into the secrets of customer experience in utilities- from the latest trends shaping the industry to effective strategies for enhancing utility services.

Customer Experience 52

Customer Experience Self Service e-support Trends 52

AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care.

Healthcare 87

Healthcare Government Innovation Training 87

Kayako

SEPTEMBER 29, 2016

Customer service is incredibly important to any business. So important, even, that by 2020, it’s projected that customer experience will overtake price and product as the key brand differentiator. So it’s safe to say that customer service is important. The importance of self-service support.

Self Service 120

Self Service Omni-Channel Customer Service Social Media 120

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Gamification 122

CSM Magazine

MARCH 16, 2023

Supercomputers have calculated it to over 60 trillion decimal places but most of us struggle to get beyond 3.14 (hence the date—American style). You may be asking what Pi has to do with customer data analytics in contact centres? So, why don’t we think the same when it comes to analyzing customer data? Well, please bear with me.

Analytics 52

Analytics Data Self Service Fashion 52

Upstream Works

JANUARY 26, 2021

It has forced businesses to rethink their processes, strategies, and goals. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. Make it easy to do business online. Provide enhanced self-service options.

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

Lithium

FEBRUARY 7, 2023

If you haven't signed 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 !

Self Service 52

Self Service Social Media Hospitality Omni-Channel 52

Circular Edge

MAY 26, 2023

Blueprint 4D 2023 Recap & Highlights This year’s Blueprint 4D was all about incredible learning experiences, valuable networking opportunities, unique customer appreciation events, and connecting with new & longtime JDE and Cloud friends. What are my profitable and unprofitable customers/products/services?

Case Study 52

Case Study Innovation Study Entertainment 52

ShepHyken

JUNE 26, 2020

She shares research and information on how brands can transition their services to online platforms during COVID-19. This article was previously posted on BotsCrew’s blog. The outbreak of COVID-19 has made a massive impact on most of the businesses – from grocery stores to luxury goods brands.

Customer Service 125

Customer Service Chatbots How To Retail 125

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Saving Money Through Better CX. Tune in to learn more!

How To 143

How To ROI Study Customers 143

Currency Alliance

DECEMBER 20, 2022

This is caused by many factors beyond the scope of this article, but the result is that customers are more conscious about value, and companies are focusing more on cost control. Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value.

Loyalty 52

Loyalty Trends Innovation Loyalty Programs 52

2020 Research

OCTOBER 26, 2023

It allows you to take a sneak peek into customers’ minds to gauge their reactions and assess the potential success of a new product, service, or idea. Concept tests occur before full product development and help you gain insights into customer preferences, market demand, possible pain points, and more.

How To 59

How To Consumers Healthcare Advertising 59

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Customers derived little to no value.

How To 98

How To Self Service Touchpoint Customer Centricity 98

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Pointillist

JANUARY 19, 2022

Your customer encounters an issue using her mobile device. She reaches out via social media and then contacts customer service. How are you currently measuring this customer’s experience? But your customer sees each interaction as one continuous journey to reach her goal. Your Customers Aren’t Responding.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Currency Alliance

NOVEMBER 17, 2020

It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic. Each trend supports aspects of the broader business imperative: to be present when and where customers choose to engage.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. From Papa John’s NFL apology to Louis C.K.’s But why is that?

Social Media 290

Social Media Video Effort Score Brands 290

SurveySensum

MAY 20, 2020

In this blog we will understand how the world is facing this disruptor and taking actions to advance to a new world. It is based on your ability to change faster than your competition, customers, and business. With the situation, there has been a change in the mindset of customers. Mark Sanborn.

Omni-Channel 52

Omni-Channel Customer Experience Social Media Healthcare 52

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Software 104

Software Customer Engagement Engagement Omni-Channel 104

ProProfs Chat

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Businesses are using live chat increasingly because live chat instills confidence in the customers. Amazing isn’t it! . What is Live Chat?

Software 82

Software Tools Communication Trends 82

Thematic

FEBRUARY 26, 2019

Sometimes customer experience leaders make things more complicated than they need to be. Customers want technology that makes their life easier. Of course, the business perspective is different. Chatbots save money, whether or not customers want them. High value customers get VIP treatment.

Technology 48

Technology Data How To Chatbots 48

Pointillist

NOVEMBER 29, 2018

The Net Promoter Score® is a widely used metric for measuring customer experience that has gained in popularity in recent years. But it has also come under criticism, as it provides limited information on how to improve customer experience or even the factors that influence it. Treats All Customers the Same. By Swati Sahai.

NPS 45

NPS Net Promoter Score Analytics How To 45

CSM Magazine

OCTOBER 5, 2021

With time the service providers and their regulations keep changing. These days, internet service providers (ISPs) and email service providers (ESPs) have become smarter and more attuned to what recipients want to receive in their inboxes. Every ISP does its utmost to protect its customers from spam and unwanted email.

ROI 52

ROI Sales Report Marketing 52

Currency Alliance

FEBRUARY 26, 2019

Having benchmarked and talked to hundreds of loyalty programs in the past few months, what we think program leaders ought to be doing during the next 3-6 months is preparing a plan to realign their loyalty program design with the broader business strategy and core value propositions. Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Retently

DECEMBER 4, 2019

Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers. True, most unhappy customers decide to never use the service they didn’t like, or even worse, share their disappointment with their friends. Scott Cook. Scott Cook. In other words – a critic.

Net Promoter Score 116

Net Promoter Score How To NPS Effort Score 116

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Embrace the authenticity challenge.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Talkdesk

JANUARY 12, 2018

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Service Untitled

APRIL 16, 2009

Service Untitled The blog about customer service and the customer service experience. minimum service charge. The fact that I was a first time customer didn’t matter. Essentially, I would have to pay $85 for a $45 service.

Advertising 40

Advertising Policies Case Study Company 40

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. podcast and the Experience Maker Show.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Natalie Petouhof

FEBRUARY 5, 2016

Among the latest advancements to the T elligent Community a re the new community management tools and user experience capabilities, workflow enhancements, new content management and moderation functionality, and ongoing API investments, as well as solution availability in a Community as a Service (CaaS) model.

Self Service 40

Self Service Software Customer Engagement Engagement 40

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue. But now that you’re measuring it, how do you improve NPS?

NPS 79

NPS Strategy Net Promoter Score How To 79

Toonimo

APRIL 5, 2017

This data is being churned out in the global marketplace, and among a burgeoning pool of tech-savvy customers. Unfortunately, significant financial resources have been ploughed into analytics technology, with little or no concomitant improvement in the decision-making processes of businesses and corporations.

Self Service 49

Self Service Management How To Groups 49