BirdEye

OCTOBER 16, 2023

Beauty industry entrepreneur, Elizabeth Arden, once said, “Reputation makes customers.” Ms. Arden could not have imagined the challenges of managing a business’s online reputation. In fact, your business’s local search engine optimization (SEO) reputation signals search engines about your brand. The better the optimization, the higher you’re likely to be found in Google’s local pack results. 81% of consumers search online before physically going into a store.

Strategy 110

Strategy Management Brands Video 110

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. As a result, it’s understandable that some people might view Net Promoter Score as an outdated, overexposed, and overused system.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

Adrian Swinscoe

OCTOBER 16, 2023

Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite search experience first appeared on Adrian Swinscoe.

98

98

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session. We share some of the key highlights from these insightful discussions below.

Leadership 94

Leadership Transportation Culture Contact Center 94

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.

Customer Experience 87

Customer Experience B2C Government B2B 87

MiaRec

OCTOBER 16, 2023

Adopting a new technology can be intimidating, especially if it represents such a fundamental leap as Artificial Intelligence (AI). Since the introduction of our new generative AI-powered Auto QA and Auto Data Redaction solutions, we have often received the following question: "How out-of-the-box are they, or in other words, how difficult it is to set them up?

Data 84

Data Technology Management 84

SAP Customer Experience

OCTOBER 16, 2023

The third cycle of the 2023 SAP Customer Engagement Initiative (CEI) is in full swing. The SAP Customer Engagement Initiative enables you as an SAP customer or partner, to get early insights into SAP’s product developments and directly work with the developers to define and shape future product directions. There.

Customer Engagement 80

Customer Engagement Engagement Customers Analytics 80

BirdEye

OCTOBER 16, 2023

The digital marketing landscape, as has the business of running an agency, has grown immensely over the last few years. Knowing how to help your clients better has an incredible role in how you do business, significantly when growing your agency. Birdeye has worked with over 750 agencies, helping them serve their clients and grow their businesses. In this blog post, we cover the session – “Growing your agency with Birdeye,” where Jaison Blais – Head of Birdeye Sales, spoke to JD Damm

Omni-Channel 64

Omni-Channel Multi-Channel Social Media Communication 64

SAP Customer Experience

OCTOBER 16, 2023

Hello everybody again! This is Fernando speaking! During last 10 years we’ve been updating and improving the content for this course: SAP Cloud Applications Studio (nowadays named C4H460 but formerly known as C4C30).

Sales 77

Sales Course Customer Experience Customers 77

Advertisement

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Kapta Customer Success

OCTOBER 16, 2023

Do you have a roadmap for Key Account Management excellence? Without a roadmap, you risk getting lost or making a wrong turn. You can’t determine where you are starting, where you are going, and what to do next.

Roadmap 59

Roadmap Management Customer Success Customer Engagement 59

SAP Customer Experience

OCTOBER 16, 2023

Virtual October 12, 2023 Agenda Slides & Recording Dear Valued Customer, The Wrap-Up Blog for the SAP Premium Engagement Session “SAP Intelligent Custom Code Management” will be published soon. Please find the respective slides here and the recording here. Our Workshops These sessions and workshop series focus on a specific.

Engagement 63

Engagement Management Customers Customer Experience 63

Adrian Swinscoe

OCTOBER 16, 2023

Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite search experience first appeared on Adrian Swinscoe.

Customer Focused 52

Customer Focused Customer Journeys Consumers Marketing 52

Genroe

OCTOBER 16, 2023

Uncover how Manheim leveraged NPS data to launch 110 business improvement projects in 18 months, paving the way for growth in our insightful webinar. The post [Case Study] Turning NPS Into Business Improvement Initiatives at Manheim appeared first on Genroe | Customer Experience | Net Promoter Score.

Case Study 52

Case Study Net Promoter Score NPS Study 52

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

InteractionMetrics

OCTOBER 16, 2023

Your CEO has come to embrace customer success! Terrific! And you’ve been tapped to lead a customer experience team. But where should you focus for immediate yet lasting change? Do you need a lengthy class or book on customer experience principles? Nope! Short is sweet, and this brief article gives you a primer on the critical customer experience principles you need for high-impact, laser-focused success.

Customer Experience 52

Customer Experience Effort Score Survey Net Promoter Score 52

Genroe

OCTOBER 16, 2023

In this video, Wolters Kluwer Asia Pacific staff, including the CFO/COO, discuss the links they have uncovered between Net Promoter Score data and key business metrics. Video Case Study Transcript Janine Scott (Wolters Kluwer Asia Pacific) So I was tasked with making the commercial connection between our Net Promoter score and some of our measures […] The post [Case Study] A CFO’s Perspective: The correlation between NPS and Growth appeared first on Genroe | Customer Experience | Net

Case Study 52

Case Study Net Promoter Score Study NPS 52

SurveySensum

OCTOBER 16, 2023

Congratulations! You successfully organized your event! However, do you know for sure whether it was a success or not? Post-event feedback is like a report card for your event and an inside glimpse into the minds of your audience post-event. It is critical to understand the strengths and weaknesses of the event you organized, and also what the audience liked and disliked.

Feedback 52

Feedback Social Media Survey Analysis 52

My Customer

OCTOBER 16, 2023

Empowering Tenant Experiences with Apps and Self-Service Portals in Housing Associations Introduction In the realm of social housing, 16th Oct 2023 By Zaheer Gilani Account Director • UKI SALES

Self Service 52

Self Service Sales 52

Advertisement

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

CSM Magazine

OCTOBER 16, 2023

When running a successful business, an effective human resource (HR) strategy is non-negotiable. However, many companies, especially small and medium-sized enterprises, might not have the in-house expertise or resources to manage their HR needs optimally. his is where HR consultancy services step in, providing a range of specialized offerings to streamline human resource management, ensuring compliance and efficiency.

Consulting 52

Consulting Culture Employee Engagement Leadership 52

Forrester's Customer Insights

OCTOBER 16, 2023

According to Forrester’s Marketing Survey, 2023, financial services marketers in Asia Pacific (APAC) find improving marketing’s ROI or effectiveness more difficult than their peers in other regions and industries.

Financial 58

Financial Marketing B2C Technology 58

CSM Magazine

OCTOBER 16, 2023

David Luck, Co-founder and CEO of Capital on Tap Today’s customers demand more from their financial providers. They expect fast, seamless, personalized banking experiences and, above all, exceptional customer service. They’ll even switch if they aren’t happy, as research indicates that 70% of customers under the age of 55 would consider changing banks for an improved customer experience.

Industry 52

Industry Customer Service Social Media Net Promoter Score 52

Forrester's Customer Insights

OCTOBER 16, 2023

The COVID lockdown rapidly advanced the adoption of digital versus in-person communications, creating a significant demand for conversation intelligence (CI) solutions. CI solutions for B2B revenue allow sales teams to translate unstructured digital conversations into actionable insights.

B2B 58

B2B Sales Communication Technology 58

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

My Customer

OCTOBER 16, 2023

Fake reviews are bad for customers and bad for business. In a worst case scenario an abundance of fake reviews can skew the marketplace.

Customers 52

Customers 52

Forrester's Customer Insights

OCTOBER 16, 2023

Hans Christian Anderson’s classic tale of the emperor that gets duped into a fancy, new, and invisible wardrobe provides lessons in swindling, pride, and truth. It’s only when the emperor struts in front of the commoners that a child finally states, “Wait a minute — there’s nothing to this outfit. He’s not wearing anything.

Management 57

Management Trends 57

Help Scout

OCTOBER 16, 2023

In this post, we take a closer look at conversational AI, an area of AI technology now playing a large role in customer support experiences. We cover what it is, how it works, and how it can be used as part of a successful support strategy.

Customer Service 45

Customer Service How To Technology Strategy 45

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online.

Data 56

Data Leadership Company Culture 56

Advertisement

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

ShepHyken

OCTOBER 16, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Is Good Customer Service: A Detailed Guide by Salesforce Staff (Salesforce) Customer service is any interaction, online or off, that a customer or prospect has with your company.

Customer Service 12

Customer Service Self Service Customer Centricity Culture 12

Forrester's Customer Insights

OCTOBER 16, 2023

2023 was the biggest year for US strikes in 40 years. They're an expression of Employee Power – one of the four shocks that will reshape the future of work over the next decade.

Automotive 54

Automotive Healthcare Employee Experience Trends 54

SmartKarrot

OCTOBER 16, 2023

To keep up with the ever-changing business landscape, it is crucial for companies to stay prepared and resilient in the face of unexpected challenges. One effective way to achieve this is through the implementation of digital playbooks in business continuity planning. This approach combines the power of digital tools with strategic guidance to ensure smooth operations, optimize customer success , and drive sustained growth.

Case Study 10

Case Study Transportation CRM Sports 10