Thematic

FEBRUARY 11, 2024

I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year , I’d like to share my experiences and learnings. Both companies compete head to head with each other for customers. I saw very few people who weren’t yet customers of Medallia.

Conference 62

Conference NPS Hotels Self Service 62

Kerry Bodine

JUNE 7, 2017

At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. But are customers sticking with JetBlue? and “Trays. Never the two shall meet.”

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. In celebration of International Women’s Day and following up on a list I created last year , here are 20 more customer-centric companies led by women: 1.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. Zenarate partnered with Execs In The Know to gather current consumer preferences and perceptions related to customer service and customer experience channels.

Trends 52

Trends Report Consumers Telecommunications 52

Kustomer

NOVEMBER 9, 2023

In the ever-evolving landscape of business and customer support, staying ahead of the curve is essential. Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined.

Innovation 52

Innovation Customer Experience Professionals e-support Industry 52

Kayako

JANUARY 24, 2018

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

SurveySensum

JANUARY 10, 2024

On a Sunday evening, I was relaxing on my couch, binge-watching my favorite series after a busy weekend. Like many others, this company was passionate about improving its services and relied on customer feedback. So, start scheduling customer surveys at the right time with SurveySensum. Let’s get started.

Survey 52

Survey NPS Feedback Tips 52

BirdEye

FEBRUARY 27, 2024

Whether you’re looking to boost brand awareness, fuel customer engagement, or turbocharge car sales , this blog post is the ultimate guide for your dealership brand to succeed in 2024. Investing in advertising campaigns helps car dealerships: Boost brand awareness for their dealership group so customers choose them over their competitors.

Advertising 64

Advertising Automotive Social Media Multi-Channel 64

Wired and Dangerous

MAY 22, 2021

Community providers may continue providing services for VA-affiliated veterans by participating in a contracted network administered by contracted third-party administrators, TriWest Healthcare Alliance and Optum Public Sector Solutions, Inc. Interline agreements are directional.

Airlines 91

Airlines Government Examples Meeting 91

Comm100

MARCH 20, 2018

to send a letter to a customer. Holiday letters are an excellent way to keep customers up-to-date, send out promotions, and show customers you care. Thanks for Being a Customer on Your Birthday. Silly Happy Birthday to a Customer. Happy Birthday to Our Favorite Customer. Happy New Year.

B2B 101

B2B Sales Customers Sports 101

Customer Guru

JUNE 19, 2018

The leaders of Starbucks , the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot. pic.twitter.com/0U4Pzs55Ci. pic.twitter.com/0U4Pzs55Ci.

Policies 89

Policies Video Poor Customer Service Customer Retention 89

Kustomer

JULY 1, 2021

While the past year forced consumers to shop in a whole new way, it also drastically accelerated digital transformation in a matter of months. Brands and consumers alike, who may have been hesitant to buy and sell online, are now embracing digital customer experiences like never before. So how do you deliver in this new digital world?

Retail 90

Retail Omni-Channel Brands Average Handle Time 90

BirdEye

NOVEMBER 7, 2023

As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. These emails are strategically crafted to engage potential customers, nurture leads, and drive sales. It is effective communication.

Sales 115

Sales Automotive Tips Advertising 115

NetBase

DECEMBER 28, 2018

Have you considered how important Instagram data was for your Christmas, Holiday and New Year campaigns? By June of this year, there were 1 billion monthly users on Instagram. We’re here to help! Instagramming for the Holidays. It’s hard to imagine a target audience that isn’t represented there. Speed to Market Matters.

Course 49

Course Brands Data Marketing 49

Education Services Group

MAY 23, 2022

Customer Success Analyst. VP of Customer Success. Customer Success Manager. For the last two years, we’ve all mostly been talking heads, framed in front of fake beaches and aerial views of our favorite cities. A collaboration piece with Peter Armaly, Nick Mitchell, and Sheik Ayube. Justin Garlock. Peter Armaly.

Interaction 52

Interaction Multi-Channel Conference Customer Success 52

Circular Edge

APRIL 22, 2020

Through the theme of “ Re-Imagining JDE ,” Lyle Ekdahl illustrated how customers are leveraging EnterpriseOne 9.2 Through the theme of “ Re-Imagining JDE ,” Lyle Ekdahl illustrated how customers are leveraging EnterpriseOne 9.2 First, Lyle announced an extension of Premier Support for 9.2 JD Edwards Re-Imagined.

Resources 52

Resources Innovation Roadmap Self Service 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. In 1982, 12-year old Mary Kellerman woke up feeling sick.

Social Media 290

Social Media Video Effort Score Brands 290

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

SurveySparrow

MAY 18, 2022

And numerous reports estimate that in another 10-20 years, 95% of all purchases will be through eCommerce. As a business wonder, if you want to disrupt this crowded online shopping space, you need to get in the minds of your customers. Don’t believe us? According to Statista, by 2023, e-commerce will account for more than $6.5

Ecommerce 52

Ecommerce Survey e-support Customer Service Representative 52

Centercode

MARCH 27, 2019

Less than a year after Google invited testers to play Assassin’s Creed: Odyssey on their Chrome browsers , Stadia – its console-free game streaming platform – is here. Ideally, fans of gaming channels will be able to watch their favorite YouTubers live stream from their device of choice. The data servers are your platform.

User Experience 75

User Experience Industry Feedback Course 75

Grade.us

AUGUST 16, 2021

Their year-over-year bookings have increased by 25 percent , with revenues growing by at least 6 percent annually. The better your visibility on TripAdvisor, the more customers you’ll see in your business. Reading Time: 9 minutes. Can TripAdvisor help you attract more guests? How has TripAdvisor? Not so for Derby Hotels.

Hotels 49

Hotels Travel Tourism Fashion 49

Circular Edge

APRIL 17, 2019

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners. JD Edwards Customer Journeys. Digital is where innovation sits in the intersection of customer experience and your business outcomes” – Lyle Ekdahl.

Resources 40

Resources Customer Journeys Roadmap Innovation 40

Circular Edge

APRIL 17, 2019

The CE team just wrapped up a fun and inspiring week at COLLABORATE 19 , where we were energized by the new city and new and longtime customers, friends and partners. JD Edwards Customer Journeys. Digital is where innovation sits in the intersection of customer experience and your business outcomes” – Lyle Ekdahl.

Resources 40

Resources Customer Journeys Roadmap Innovation 40

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

SurveySparrow

JANUARY 7, 2021

It’s a no brainer that covid-19 has brought major changes in every aspect of your customers’ life— purchasing behaviors, needs, and emotional mindset. Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Multichannel” and “omnichannel” have been buzzwords for years now.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 86

Social Media Self Service Customer Service Marketing 86

C Space

JUNE 17, 2020

Our goal remains the same: to provide an up-to-the-minute source of information, inspiration and insight on brand moves as they happen. PepsiCo said consumers will start to see the packaging changes without the Aunt Jemima image in the fourth quarter this year and that the name change will be announced at a later date.

Brands 52

Brands Sports Airlines Government 52

Avaya

NOVEMBER 23, 2016

So the announcement that WhatsApp Video is here has been met with mass excitement. Today, many businesses are integrating social media platforms into their customer experience and this trend will soon be the norm. Is Facebook presenting an offer that businesses can’t refuse? The short answer is no.

Omni-Channel 40

Omni-Channel Video Social Media Chatbots 40

C Space

JULY 8, 2020

Our goal remains the same: to provide an up-to-the-minute source of information, inspiration and insight on brand moves as they happen. Walmart plans to launch a new Amazon Prime -type subscription service later this month called Walmart+. The Brand Move Roundup – July 8, 2020. Today, Amazon is valued at $1.5

Brands 40

Brands e-support Video Entertainment 40

Gainsight

MAY 14, 2020

We know that, like us, most of you are in fuller houses right now, so we decided to enjoy a spoof of our old favorite—Full House. PTC talked us through customer success transformation as a marathon to win the race against churn. PTC talked us through customer success transformation as a marathon to win the race against churn.

NPS 52

NPS Customer Journeys Customer Success B2C 52

Experience Investigators by 360Connext

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Letting customers call the shots. Michaels put some real thought into this- not as an exit point, but as an important customer touchpoint.

Brands 110

Brands Retail Consulting Touchpoint 110

Storyminers

MAY 16, 2016

Online retailer Find Me A Gift specialises in a wide range of gadgets, experiences, toys, novelty and personalised gifts with worldwide delivery, special offers and year round sales. In recent years, other technologies, click and collect for example, have become increasingly popular as a convenience tool. See their thoughts below.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Currency Alliance

MARCH 28, 2023

The term ‘pay with points’ implies that a customer can burn loyalty points or miles at a point of sale as the method of payment. It also implies that the customer can do this quite easily and freely, across a large proportion of a brand’s inventory, in its primary commerce channels.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Grade.us

MARCH 30, 2021

According to Statista, Apple Maps is the third most popular maps service on the market today. Their service has 23.3 Apple Maps is a web mapping service exclusive to iOS, iPadOS, WatchOs, and macOS. Apple Maps previously relied on TomTom for map data and agreements with other third-party providers in other countries.

How To 52

How To Transportation System Fashion 52

Vocalabs

MAY 11, 2018

Customer Experience. Recently, Sun Country Airlines, formerly a Minnesota-Nice local favorite reconstituted as a Nickel And Dime Ultra Low Cost carrier, stranded a couple planeloads of customers in Mexico because of a blizzard in Minneapolis. Of Course You Don't Intend to Kill Puppies. But Hypothetically Speaking. Peter Leppik.

Course 48

Course Airlines Exercises Transportation 48

Vocalabs

MAY 11, 2018

Customer Experience. Recently, Sun Country Airlines, formerly a Minnesota-Nice local favorite reconstituted as a Nickel And Dime Ultra Low Cost carrier, stranded a couple planeloads of customers in Mexico because of a blizzard in Minneapolis. Of Course You Don't Intend to Puppies. But Hypothetically Speaking. Peter Leppik.

Course 48

Course Airlines Exercises Transportation 48