CSM Magazine

SEPTEMBER 15, 2021

Upside launches ‘The Tipping Point of Loyalty’ report which also finds retail customers are now less loyal than they were before the pandemic. Among the other significant findings from the report, the quantified impact of the pandemic on retail loyalty suggests that customers are now less loyal than before the pandemic.

Retail 52

Retail Report Banking Tips 52

InMoment XI

JANUARY 4, 2024

Recommendations from friends, family, or online reviews play a significant role in attracting new customers. A brand that consistently delivers excellent retail customer experiences is more likely to benefit from positive word-of-mouth marketing, expanding its customer base organically. References Trustmary.

Retail 260

Retail Customer Experience Effort Score Social Media 260

Magellan Solutions

OCTOBER 18, 2016

Most businesses spend the majority of their resources on getting new customers that they tend to ignore their most prized asset: their existing customer base or network. “It It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013.

Customer Base 40

Customer Base Social Media ROI Customer Retention 40

InMoment XI

FEBRUARY 23, 2024

The main ethos is this: what if we could split our customers into distinct groups—based on specific factors—so we can learn how to market our products to the right people? The 4 Types of Market Segmentation with Examples There are four common types of strategies that businesses use to segment their customer base.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

Oracle

JULY 16, 2018

It’s one thing to wow your current customer base with sales and marketing efforts, but brands can also expand their audiences by using targeted marketing strategies geared toward the exact audience they’re looking to gain. Prioritize video campaigns. ” Take social media marketing to the next level.

Customer Base 42

Customer Base Strategy Marketing Social Media 42

InMoment XI

JANUARY 12, 2024

By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

Guavus

OCTOBER 9, 2019

The content below is an excerpt from the Tractica Research Report on Artificial Intelligence for Telecommunications Applications, published in 3Q 2019. This Tractica report details the major market drivers and barriers, technologies, key players, and forecasts related to eight telecom AI use cases.

Telecommunications 44

Telecommunications Report Net Promoter Score Analytics 44

Wootric

DECEMBER 17, 2018

If this process is taking up your time, here’s how watchlists in the Wootric platform can automate it for you: #1 Alert service location leaders to local trends in customer feedback. If you’ve got a decentralized business structure, you’re likely creating performance reports for your various branches/franchises.

Trends 61

Trends Report Feedback NPS 61

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

Comm100

DECEMBER 1, 2017

CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. Out of the organizations surveyed for the report, 49% generate over one billion dollars in annual revenue, and 72% have multiple contact center sites.

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

CSM Magazine

SEPTEMBER 12, 2023

Zenarate serves a growing global customer base within the financial services, insurance, healthcare, telecommunications, technology, retail, and travel industries. The company also welcomes Dan Mitzner as its new Chief Marketing Officer (CMO), adding his expertise and strategic vision to drive Zenarate’s growth further.

Training 59

Training Telecommunications Marketing Contact Center 59

NetBase

FEBRUARY 25, 2019

These three reporting metrics will help you do much more than tracking sales. You’ll be able to: Understand your customer base, in relation to your competitors’ customers. The post 3 Reporting Hacks for Your Next Competitive Analysis appeared first on NetBase. Identify new ways to drive engagement.

Analysis 52

Analysis Report Effort Score Course 52

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 260

Net Promoter Score NPS Retail Trends 260

Playvox

SEPTEMBER 7, 2021

That’s why our recent G2 rankings are really meaningful: people who use Playvox every day once again ranked Playvox as a leader in the Contact Center Quality Assurance market in the recent G2 Grid® Report for Fall 2021. Ensuring your customer service teams are operating with full efficiency can be a difficult task.

Contact Center 52

Contact Center Report e-support Effort Score 52

Lumoa

FEBRUARY 14, 2024

Even so, devoting time and resources to planning your CX strategy is worth the investment because giving your customers sub-par experiences is one of the most effective ways to drive them away. So, how can your business win over this growing contingent of experience-focussed customers?

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

CSM Magazine

OCTOBER 10, 2019

B2B customer support software provider cites company growth driven by year-over-year increases in multi-year customer agreements and larger deal values. As a result, enterprise customers account for 85% of ARR, up from 75% over the same period. Johnson, CEO of TeamSupport.

Report 40

Report B2B Roadmap Software 40

Horizon CX

DECEMBER 1, 2023

Strategic Milestone: Apple’s success in customer experience contributes to its strategic milestone of brand loyalty. Zara’s unique business model, which emphasizes rapid production and distribution, allows the company to stay ahead of fashion trends and meet the ever-changing preferences of its customer base.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Team Support

DECEMBER 8, 2023

Outline the essential features you require, such as knowledge base capabilities, live chat, omnichannel support, and integrations. Scalability Opt for customer support software that can grow with your business. As your customer base expands, your support needs will likely evolve.

Software 105

Software Omni-Channel Social Media Analytics 105

NobelBiz

AUGUST 7, 2023

On the other hand, single-tenant setups can be more expensive, as each customer requires dedicated resources and infrastructure. Scalability Multi-tenant contact centers offer better scalability since resources can be dynamically allocated based on the changing needs of multiple clients.

Contact Center 98

Contact Center Resources Software Report 98

NobelBiz

APRIL 2, 2024

Aspect Enterprise Contact Center Solutions Small Business Contact Center Solutions Scale Designed to handle large volumes of interactions across multiple channels, catering to the diverse needs of extensive customer bases. Focus on essential functionalities such as call routing, basic IVR systems, and basic reporting capabilities.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

ChurnZero

APRIL 1, 2024

When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. The results are clear – former customers are more than 5x more likely to become customers again than prospects targeted by cold outbound ( full report here ).

B2B 92

B2B Customer Success Customers Sales 92

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Totango

MAY 17, 2024

Inconsistent post-call follow-up : According to a recent Deloitte report, one-third (35%) of a CSM’s time is spent driving follow-ups and pulling materials post-customer meetings. As a result, CSMs spend a staggering 35% of their time compiling details on customer accounts using various tools. Tools like Chorus and Gong.io

Innovation 71

Innovation Call Recording Conference Tools 71

Influitive

AUGUST 3, 2015

In fact, the 2015 B2B Buyer’s Survey Report (sponsored by DemandBase and Demand Gen Report), found the top three resources that buyers rely on when researching potential vendors were: In addition, access to all of this information is making the buying cycle longer. Grow Your Customer Base. Increase social media buzz.

B2B 66

B2B Report Social Media Marketing 66

Optimove

APRIL 6, 2023

Other marketers use stand-alone email platforms to engage and retain customers. And some still compile customer receipts individually to determine which email each should receive. Challenge #1 – Your customer base is growing Marketers increasingly struggle to do their jobs as their organizations launch new business lines and grow.

CRM 98

CRM Marketing Telecommunications Analytics 98

Blueshift

MARCH 2, 2022

Trigger-based marketing is kind of a big deal — which is why it was the focus of Blueshift’s benchmark report last year. As opposed to batch sends, triggered campaigns allow marketers to tailor communications to customers based on real-time data. appeared first on Blueshift.

Report 98

Report Customer Base Communication Marketing 98

NICE inContact

SEPTEMBER 20, 2019

Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment. Your Contact Center represents the front line to your constituents and customers.

Contact Center 159

Contact Center Call Recording ROI Report 159

Comm100

APRIL 2, 2024

. – Actively Soliciting Feedback: Beyond passive channels, actively soliciting feedback from customers after interactions or purchases can yield deeper insights. This proactive approach can uncover areas of dissatisfaction that might not be voluntarily reported, allowing for targeted improvements.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

CX University

APRIL 16, 2024

The company’s dedication to protecting the environment and using recycled materials has earned it a reputation for ethical values, attracting a loyal customer base that shares these priorities. These values have helped the company cultivate a loyal customer base that identifies with the Starbucks brand.

Loyalty 52

Loyalty Brands Social Media Consumers 52

ShepHyken

NOVEMBER 3, 2020

Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Deflection is not a customer-centric concept.

Customer Expectations 133

Customer Expectations Customer Centricity NPS Technology 133

Kustomer

FEBRUARY 11, 2024

Customers can utilize forums to share unresolved issues with the broader community. Zendesk Explore provides pre-built reports with metrics to analyze key information about your customers and support teams. Zendesk Explore provides pre-built reports with metrics to analyze key information about your customers and support teams.

Omni-Channel 98

Omni-Channel Self Service Multi-Channel Knowledge Base 98

ShepHyken

MAY 13, 2024

Heavy adoption by customer base driven by employees actively promoting 4. Under his leadership (three different times), the company grew and flourished as a brand known for its excellent customer experience. A week after Starbucks reported lower-than-expected earnings, Schultz had some less-than-positive comments.

Customer Service 72

Customer Service Loyalty Programs Customer Retention Metrics 72

ChurnZero

APRIL 12, 2024

Summary rows now provide a quick visual display at the top of each segment/list, based on the data you already have, like frequency, sum, mean, median, and mode. Your customer base is already sorted into groups – time to get more efficient and drive faster reporting and new insights.

Course 52

Course Customer Journeys Groups Customer Success 52

Comm100

JANUARY 7, 2020

– Brian Cantor, Principal Analyst & CCW Digital Director, Customer Management Practice. Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. Free Download: Live Chat Benchmark Report 2020. Download Now.

Data 134

Data Chatbots Wait Times Effort Score 134

BirdEye

NOVEMBER 15, 2023

To get started on Trustpilot, simply set up your business profile and invite your customers to share their shopping experiences. Consumer Reports Consumer Reports publishes reviews and comparisons of products and services based on in-house research.

Retail 109

Retail Brands Consumers Case Study 109

ChurnZero

MARCH 9, 2023

nearly 1,000 respondents answered as follows: 83% said customer relationship management (CRM); 66% said support (i.e. ticketing); 49% said task/project management; 46% said customer success platform (CSP); 41% said CX/survey; 37% said chat; 34% said product (i.e. The full report is available for download.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52