Experience Investigators by 360Connext

OCTOBER 3, 2023

Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways? A lot of customer experience teams focus on collecting surveys. And they send the same surveys each quarter or year, like clockwork. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them.

Feedback 270

Feedback How To Social Media Analysis 270

ShepHyken

OCTOBER 3, 2023

Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza.

Customer Service Training 150

Customer Service Training Training Customers Customer Service 150

Experience Investigators by 360Connext

OCTOBER 3, 2023

Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We’ve got you covered! This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. You’ll hear some insights and practical advice on why and when to refresh these important tools.

Innovation 143

Innovation Resources Feedback Tools 143

ReviewTrackers

OCTOBER 3, 2023

ReviewTrackers integrates with Apple Business Connect, empowering businesses to achieve higher accuracy and consistency of business data on location place cards within Apple Maps.

Connections 132

Connections Data Customers 132

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

Alida

OCTOBER 3, 2023

Take your analytics and dashboards to the next level by leveraging benchmarks across products and metrics.

Analytics 130

Analytics Metrics User Experience 130

BirdEye

OCTOBER 3, 2023

What do you do when someone leaves a negative review of your business online? Ignore it and hope it goes away? Delete it and pretend it never happened? These kinds of reactions are only natural — no one enjoys receiving negative feedback. However, according to customer experience expert Jay Baer, these reactions will only backfire. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negati

Customer Experience 105

Customer Experience Social Media Feedback Loyalty 105

Helpware

OCTOBER 3, 2023

Marketing is a cornerstone of thriving businesses, perpetually evolving with each technological leap. With the swift rise of AI, marketing strategies and approaches have undergone a significant transformation. In our recent conversation with Helpware VP of Marketing, Alexei Piskunov, he unveiled intriguing insights about the trajectory of this evolution, prevalent trends, and the horizon ahead.

Strategy 87

Strategy Marketing Tools Trends 87

Cyara

OCTOBER 3, 2023

We all know someone who loves a brand unconditionally – they simply can’t stop talking about their latest purchases and recommending that others buy from them as well. Over a decade ago, when Bain & Company started researching this behavior, they discovered a strong correlation with continued brand loyalty, and as a result today’s well-established Net Promoter Score (NPS) was developed.

Net Promoter Score 76

Net Promoter Score Feedback Management NPS 76

Help Scout

OCTOBER 3, 2023

Generative AI can be an incredibly powerful tool when implemented and used correctly. Here are four benefits of using AI in your customer service experience, as well as advice on how to do so responsibly.

Customer Service 80

Customer Service Tools Customers Customer Experience 80

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Adrian Swinscoe

OCTOBER 3, 2023

Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer. We talk about a new whitepaper that they’ve just published on the Attention Economy, what […] The post When we talk about attention, we’re actually talking about engagement – Interview with Walter Flaat of dentsu Canada first appeared on Adrian Swinscoe.

Engagement 76

Engagement Data 76

Zonka Feedback

OCTOBER 3, 2023

Businesses seeking to gather usable data from their target audience would be best served by using surveys. That said, crafting an effective survey is more of an art than a science.

Survey 59

Survey Data Feedback Customers 59

CSM Magazine

OCTOBER 3, 2023

In today’s changing business world, companies often encounter various crises that can significantly impact their operations and reputation. Organizations must be prepared to navigate through times, whether it’s a downturn, a public relations scandal, or a global pandemic like COVID-19. One crucial aspect of weathering storms is the presence of crisis-ready teams that can maintain engagement and productivity.

Engagement 59

Engagement Resources Training Communication 59

SurveySensum

OCTOBER 3, 2023

Sarah, a dedicated automotive repair shop owner, was determined to take her business to the next level. She realized that along with top-notch service, it is also important to understand customers’ needs and satisfaction. Sarah initiated a customer satisfaction survey to gather insights on automotive customers’ experiences. Crafting the survey, she carefully selected questions to capture the essence.

Automotive 52

Automotive Customer Satisfaction Survey Social Media 52

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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

CSM Magazine

OCTOBER 3, 2023

Jim Webber, Chief Scientist at Neo4j, believes that to get reliable answers, it is time to bolster ChatGPT with smart data. Generative AI in the form of ChatGPT has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. In a few short months, we’ve been dazzled as it has written code, composed music, and rewritten text in the style of Shakespeare.

Multi-Channel 59

Multi-Channel Hospitality Social Media Training 59

West Monroe

OCTOBER 3, 2023

Outsourcing. It’s often viewed as a “boogeyman” by employees who fear their livelihoods could be on the chopping block as organizations seek to shift work to third parties in an effort to cut costs. But as profitability pressures mount in today’s slow-growth economy—and outsourcing becomes an increasingly useful lever for business leaders to pull—it’s crucial that companies proactively address employees’ concerns and allow them to see the many bene

Employee Experience 52

Employee Experience Government Healthcare Engagement 52

CSM Magazine

OCTOBER 3, 2023

(l to r) Sabio’s Joe O’Brien, Stuart Dorman and Craig Pumfrey at the House of Lords The retail sector is undergoing a seismic shift. Artificial intelligence will – and is – transforming customer experience and will help to turn shoppers into loyal brand enthusiasts. This was the key takeaway from a recent House of Lords thought leadership breakfast I attended, organised by ourselves at Sabio Group alongside Nutun CX, the Durban-based contact centre BPO, and the Retail Trust, the UK

Retail 59

Retail Customer Experience Chatbots Fashion 59

Lithium

OCTOBER 3, 2023

Hello Atlas members! If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! 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.

Analytics 52

Analytics B2C Social Media Report 52

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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

Blake Morgan

OCTOBER 3, 2023

                        As customer experience professionals, our goal is to listen to what customers want and make changes to improve our service and their experience. But as David Cote suggests, so many companies miss the mark because they think they have to choose between short- and long-term goals for their business rather than aiming for both.

Leadership 52

Leadership Metrics Call Center Customer Experience Professionals 52

Lithium

OCTOBER 3, 2023

The Khoros Kudos Awards is an annual customer awards program that recognizes leading B2C and B2B brands who innovate to connect, service, and establish trust with their customers through the modern digital channels people prefer, including social media, websites, brand messaging, online communities, and more. We’re excited to announce the winners and finalists for 2023!

B2C 52

B2C Social Media B2B Video 52

SurveySparrow

OCTOBER 3, 2023

Sampling methods are the backbone of reliable research. Today, with information thrown at you from left and right, understanding the right techniques can make or break your findings. Imagine you’re staring out at a boundless ocean of data. You have a question, a hypothesis, and a thirst for understanding. Now, how do you pinpoint the exact piece of information that is a prerequisite for your research?

Survey 52

Survey Study Groups CRM 52

Optimove

OCTOBER 3, 2023

Player loyalty is the holy grail in iGaming, the secret sauce that guarantees the long-term success of iGaming operators. Optimove’s 2023 Report of Players’ Preferences in iGaming Marketing uncovers key insights to boost performance of marketing campaigns, gaming loyalty programs and more. Understanding the Player Landscape To effectively engage players it’s crucial to understand their behavior and preferences.

Report 52

Report Loyalty Loyalty Programs Marketing 52

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

Forrester's Customer Insights

OCTOBER 3, 2023

Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences.

Banking 60

Banking Trends Brands Engagement 60

Optimove

OCTOBER 3, 2023

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Report 57

Report Marketing Brands Customers 57

Forrester's Customer Insights

OCTOBER 3, 2023

Does your organization span regions, lines of business and brands? That makes scaling a customer experience measurement program more challenging; you need to balance consistency and oversight with adaptation and localization.

Measurement 56

Measurement How To Report Brands 56

Centercode

OCTOBER 3, 2023

Jake Francis from Intel joins the podcast to discuss how passionate communities fuel a successful beta program.

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Training

Forrester's Customer Insights

OCTOBER 3, 2023

Do you understand generative AI? Forrester’s data shows that 54% of AI decision-makers believe their organization’s executive team is “very familiar” with it — but we’ve observed widespread misunderstandings among execs of what it is, how it works behind the curtain, and what it can do.

Report 54

Report Data User Experience Customer Experience 54

Centercode

OCTOBER 3, 2023

Lindsay Brown from Square breaks down what you need to optimize your beta tests for maximum results

How To 52

How To 52

SmartKarrot

OCTOBER 3, 2023

Customer Success Managers are at the heart of retaining and growing customer accounts. They help clients get value from the product or service. This is tied back to increased revenue and customer loyalty. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing.

Customer Success 19

Customer Success Management How To Customer Journeys 19