InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. In this blog, we will delve specifically into the UK insurance industry.

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

InMoment XI

AUGUST 2, 2023

What we can Learn From the top Brands in the UK One size doesn’t fit all, but knowing essential NPS best practices that can fit any program is a great place to start. In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction.

NPS 260

NPS Customer Centricity Tips Automotive 260

ShepHyken

SEPTEMBER 15, 2017

Brands are looking to AI to ramp up their marketing activities , taking what was once viewed as a science fiction fantasy and integrating it as a useful tool. Customer behavior online gives plenty of insight into what they like. They can influence those consumers at the exact moment they are making a decision.

Customer Engagement 196

Customer Engagement Engagement Marketing Fashion 196

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog. Higher Logic Blog.

Customer Success 98

Customer Success Consulting Metrics Customer Centricity 98

Lumoa

DECEMBER 19, 2023

Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming. Firstly, it is time-consuming and labor-intensive, making analyzing large volumes of data impractical.

Analysis 208

Analysis Social Media Trends Feedback 208

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Thanks to its expansive nature, CX strategies are constantly in flux.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

ShepHyken

OCTOBER 4, 2019

What is most important for any business today? Here’s the guide that lends you an insight into engaging your customers in personalized, meaningful, and relevant ways. What is customer engagement? 86 % of consumers are ready to pay more for it. Customers, employees, lead generation, or profit. Customer referral programs.

Brands 121

Brands Engagement How To ROI 121

QuestionPro Audience

JULY 21, 2022

Implementing an insight community has recently become the most widely used research method. A recent study indicated that 74% of organizations employ some Insight Community to gather actionable insights from their target audience. One of them is the Online Insights Communities. What is an insight community?

Data 195

Data How To Advertising Study 195

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. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

SurveySparrow

JANUARY 17, 2021

When the internet first became available at large, blogs became the way for people to share thoughts and insights with each other. As the internet evolved, blogs became powerful avenues for businesses to attract target audiences. To leverage the power of blogs, you need to know how to create a blog. .

How To 52

How To Social Media Video Tips 52

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Consumers Desires have changed.

Consumers 96

Consumers Technology Chief Customer Officer Social Media 96

Uniphore

NOVEMBER 18, 2021

The AI assistant can then use this insight to provide personalized responses based on the user’s mood and facilitate more in-depth conversations. How AI Captures and Measures Emotion People convey their emotions not just in what they say but in how they say it. Studies have uncovered? For example,? Amazon is honing its Alexa AI tool ?to

Roadmap 162

Roadmap Call Center Policies Brands 162

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. List address & number of employees for each location) What percent of your workforce is remote/work-at-home?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

2020 Research

MARCH 14, 2023

Qualitative market research is a critical component of business strategy, as it provides deep insights into consumer behavior, attitudes, and preferences. In this blog post, we will explore Qualboard’s Group Discussions feature, one of the platform’s most used f unctions. Ready to start your first Group Discussion?

Groups 98

Groups Consumers Consulting Tools 98

ShepHyken

MARCH 10, 2024

I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making.

Touchpoint 102

Touchpoint Connections Interaction Data 102

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Four reasons why email is on the rise Despite the growth of new channels, research from Forrester demonstrates that email is still central to how consumers communicate with brands.

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

BirdEye

FEBRUARY 15, 2024

With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. 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.

Automotive 110

Automotive Healthcare Hospitality Retail 110

BirdEye

SEPTEMBER 11, 2023

While it is a golden opportunity to gain valuable insights, this influx of data can be overwhelming. Manually analyzing this feedback can be time-consuming and prone to human biases. This is the only blog you need to read to know how AI-driven customer feedback insights can increase the reputation of your business.

Feedback 107

Feedback Strategy Social Media Analysis 107

Forrester's Customer Insights

FEBRUARY 29, 2024

Read this Forrester blog for data insights on what digital payment methods consumers are using instead of credit cards and cash.

Consumers 58

Consumers Data Retail Trends 58

Interactions

MARCH 28, 2024

Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations. Transformation and Innovation: What does transformation and innovation mean in the context of CX excellence?

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

2020 Research

NOVEMBER 17, 2023

At Sago Strategy + Insight , we’ve noticed a growing demand for qualitative research that relies on these individual in-depth interviews. The next generation of insights professionals truly value the authentic connections and deep understanding that comes from engaging in one-on-one conversations with consumers.

Tips 105

Tips Retail Consumers Policies 105

ShepHyken

FEBRUARY 16, 2018

If you are not investing anything into CX measurement at the moment, it may be more valuable to discover more about your own brand’s performance before beginning to measure what your competitors are doing. However, it is important to begin this program at the right point of your organizational timeline.

Measurement 86

Measurement Ecommerce Analysis Industry 86

Comm100

JANUARY 17, 2024

And what are the first steps for those at the beginning of this journey, and what advanced strategies can those who have already adopted automation employ to scale new heights? Chapters Chapter 1 What is automation in customer service? Table of Contents What is automation in customer service?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

ShepHyken

MARCH 29, 2019

Give buyers what they want, at the right price and time — and you’ll make them buy more and stay loyal to you. As PWC recent study reveals , the price is what makes consumers shop at a particular retailer; the desired item being in stock, trust to the brand and a good location come next. Customer experience comes first.

Retail 105

Retail Customer Experience How To Ecommerce 105

ShepHyken

DECEMBER 14, 2018

In the event of a successful cyber breach, CX leaders will have to manage customer expectations in an attempt to secure brand reputation and consumer trust. Chanice Henry is the Editor of CX Network where she produces a range of premium-level content for senior customer experience, service, insight, digital and marketing leaders.

Customer Experience 103

Customer Experience Policies Government Customers 103

ShepHyken

JUNE 1, 2018

But this is what you need to improve your existing products or services further. So, what’s your next move? A live chat can help an organization learn what all areas it needs to improve and build a product/service that matches the needs of their customers. Every business aims to delight their customers. Probably not.

Software 103

Software Comparison Customer Satisfaction System 103

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. So, what can be done to address the problem? I think a great self-service option is key for everyone.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

TechSee

JUNE 10, 2021

This blog challenges that status quo. Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. Yes, they cost a lot.

Self Service 207

Self Service Innovation Analytics Transportation 207

2020 Research

NOVEMBER 14, 2023

In the world of marketing, when companies introduce new products , change features, or update packaging of existing brands, we often seek to understand what motivates people to change their habits and behaviors. Qualitative research can help identify what might drive people to change. Or the fear of skin cancer?

Consumers 104

Consumers Social Media Advertising Strategy 104

BirdEye

NOVEMBER 9, 2023

This blog post aims to shed light on the best insurance review sites empowering your business to enhance its online presence and improve customer experience in the insurance industry. Table of contents What are insurance review sites? Which insurance review sites are best for your type of coverage?

Insurance 110

Insurance Financial Feedback Consumers 110

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. So, what part does technology play in this? Users can consume your products/services without a browser, talk to a customer service agent, use your app during product research, and much more.

Technology 132

Technology Customer Experience Social Media Multi-Channel 132

BirdEye

NOVEMBER 15, 2023

But what happens when those words travel at the speed of the internet? In this blog, we’ve shared the ultimate list of retail review sites that will boost brand awareness and fuel business growth. Consumer Reports Consumer Reports publishes reviews and comparisons of products and services based on in-house research.

Retail 110

Retail Brands Consumers Case Study 110

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

Trends 72

Trends Marketing Video Consumers 72

ShepHyken

SEPTEMBER 7, 2018

The data-based insights from our 2018 B2B Buying Disconnect report will show you why: Buyers don’t trust vendors. In particular, buyers are looking for hands-on insights into adoption and scalability, which is where input from customers and third-parties comes in. Accept that you may be reviewed by the customer. User reviews.

Case Study 81

Case Study ROI B2B Study 81

Bill Quiseng

MARCH 1, 2021

Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. What is the purpose of my business?

Leadership 148

Leadership Hospitality Consulting Consumers 148

Chadwick Martin Bailey

DECEMBER 30, 2015

We run this blog a little differently than other corporate blogs. This means you get a variety of perspectives, experiences, and opinions on all aspects of market research, analytics, and strategy consulting from insights professionals doing some pretty cool work. Heidi Hitchen did just that in her blog post this year.

Analytics 52

Analytics Consumers Analysis Consulting 52