Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? The Standalone CX Department Some organizations have embraced the importance of CX by creating a standalone department, often headed by a Chief Customer Officer (CCO) or a Chief Experience Officer (CXO). The role of the Chief Marketing Officer is a tough road these days.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Experience Investigators by 360Connext

OCTOBER 17, 2023

Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.” While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.”

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Lumoa

OCTOBER 20, 2022

This article will explore the key components of customer experience and how you can use them to scale your business. This is because happy customers are less likely to churn and more likely to continue doing business with you. In addition, they’re also more likely to refer others to your company.

Customer Experience 305

Customer Experience Banking Customer Retention Customer Satisfaction 305

BirdEye

NOVEMBER 28, 2023

Did you know that in the last twelve months, an impressive 73% of consumers searched online for local restaurants? This statistic shows that your customers are looking for you online. But are you showing up in those search results? Online and offline, conversations about your restaurant business are happening.

Tips 109

Tips Management Social Media Feedback 109

Experience Investigators by 360Connext

AUGUST 11, 2020

Businesses are looking to stay ahead of the challenges by creating better customer journeys and reassuring customers they’ll deliver what they need and how they need it. Think about your own relationships: Trust is built by showing up as promised. Can They Have Both? If the two aren’t in sync, then trust can erode.

How To 271

How To Brands Touchpoint Customers 271

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. But what happens when your NPS score isn’t quite as rocketing as you’d like? Does it spell doom for your business? Well, not so fast.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Uniphore

DECEMBER 6, 2021

First Name Last Name Email Address Company Name Phone Job Title By submitting your email, you agree that Uniphore may send you industry insights, service updates, and other marketing communications. You can unsubscribe anytime. For more details, review our privacy policy.

Policies 130

Policies Employee Experience Communication Industry 130

BirdEye

MARCH 4, 2024

Have you ever heard of the “Rule of Seven?” Today’s marketers understand this well. Today’s marketers understand this well. In fact, according to Birdeye data , 36% of multi-location marketers send personalized messages to their customers daily. How drip marketing works So, how does drip marketing work?

Marketing 111

Marketing How To Multi-Channel Tips 111

Think Customers

DECEMBER 16, 2022

It’s impossible to know what 2023 will bring but, as we head into the new year, some clear challenges (and opportunities) are emerging and businesses have clear priorities when it comes to elevating customer and employee experience. Be sure to keep your customers at the forefront of your digital transformation efforts.

Employee Experience 96

Employee Experience Engagement Brands Employee Engagement 96

Bill Quiseng

JANUARY 10, 2024

So I encourage you to remind yourself and your colleagues every day about each one of these reminders I published in 2023: 25 QUI QUOTE Reminders about Customers and Customer Service. ASSETS Your most important assets are not your customers and your people. You ARE the company. So, own it. Human to Human.

Leadership 97

Leadership Customer Service Social Media Advertising 97

ECXO

FEBRUARY 26, 2024

However, I also realized that many are not sure how to develop intentional positive experiences with a clear understanding of how people react to stimuli and that in the end, it’s about making decisions. I’m so thrilled that you’ve decided to explore the fascinating world of behavioral science.

Sales 115

Sales Customers Social Media Examples 115

Kerry Bodine

JANUARY 12, 2019

Difference #1: B2B personas align with job functions. With B2B maps, that someone works within an organization that’s doing business with you — and so they tend to be defined in terms of their job function or role: head of marketing, procurement specialist, system administrator, etc. Tenure as your client.

Customer Journeys 136

Customer Journeys B2B B2C Interaction 136

CX Accelerator

NOVEMBER 26, 2019

The more you express gratitude for what you have, the more likely you will have even more to express gratitude for.” —Zig Zig Ziglar As another year winds down to a close, and we head into another holiday season, those of us in the U.S. In keeping with the spirit of the season (and because science proves it’s healthy!),

Contact Center 243

Contact Center Airlines Conference Travel 243

C3Centricity

MAY 11, 2020

I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today? I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today? Supporting the communities in which we work.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

Beyond Philosophy

AUGUST 3, 2023

My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. I am sharing it here, too, since many of you probably have the same question. Have Long-Term Goals Hopefully, your working life will also span decades.

Tips 78

Tips Sales Examples Tools 78

Kerry Bodine

JANUARY 22, 2019

Difference #1: B2B personas align with job functions. With B2B maps, that someone works within an organization that’s doing business with you — and so they tend to be defined in terms of their job function or role: head of marketing, procurement specialist, system administrator, etc. Tenure as your client.

Customer Journeys 120

Customer Journeys B2B B2C Interaction 120

BirdEye

NOVEMBER 27, 2023

Organizations that effectively use customer feedback data to improve operations can expect a boost to their performance. Fragmented data across multiple systems and tools, complexities in monitoring performance across locations, and identifying areas for improvement can overwhelm even the most efficient enterprises.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

Thematic

FEBRUARY 29, 2024

We chatted with Lee King, to find out how they’ve been analyzing customer feedback data to drive better decision-making and revenue. We chatted with Lee King, to find out how they’ve been analyzing customer feedback data to drive better decision-making and revenue. What makes a consumer keep using the marketplace?

Marketing 62

Marketing Competitive Advantage Analysis Insurance 62

Retently

FEBRUARY 20, 2023

For a quicker result, NPS will do the job as it assesses customer attitude and loyalty to the brand. In this article, we’ll explore the workings of these models, find out whether there’s any link between them, and how brands can leverage them to gain insights into customer behavior and experience.

Ecommerce 156

Ecommerce NPS Effort Score Analysis 156

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. As psychologist and author of Why Won’t You Apologize Dr. Harriet Lerner says: “Humans are hard-wired for defensiveness.

Social Media 290

Social Media Video Effort Score Brands 290

ShepHyken

JANUARY 1, 2021

This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. Many businesses aren’t doing a great job with that.

Customer Service 150

Customer Service How To e-support Tips 150

ShepHyken

SEPTEMBER 23, 2022

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. Using this knowledge to deliver a first-class experience will keep customers satisfied and build brand loyalty. Understand the customer journey for YOUR customers.

Self Service 78

Self Service Customer Experience Multi-Channel Contact Center 78

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? It can be intimidating to ask for what you need, especially in the face of a recession. You might worry about coming off as demanding, or incompetent at making do with what you already have.

Customer Success 98

Customer Success Leadership Customers Sales 98

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. It can turn into hundreds of negative reviews and bad word of mouth, which spreads quicker than a wildfire. It includes: Standards. Strategies.

Ecommerce 141

Ecommerce Training Customer Service Net Promoter Score 141

Beyond Philosophy

MARCH 16, 2023

When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? So, I wanted to share his insight here with you, too. These days, you might want to blame the results on COVID. So, how can this be?

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

ThriveableBiz

AUGUST 27, 2021

How to come up with a business idea, is a question I’ve been asked many times over my business career and through my volunteer mentoring. Running a small business is one of the most rewarding experiences, and I’m a firm believer that there are lots of opportunities, as long as you know where to look. It doesn’t exist.

Sports 94

Sports Fashion Social Media Government 94

SurveySparrow

NOVEMBER 1, 2021

People lost jobs, companies lost incredible talents, and everything came to a standstill. The job market has picked up again which makes hr influencers really important folks. People want to get back to jobs, but as a better version of themselves. People want to get back to jobs, but as a better version of themselves.

Social Media 98

Social Media Tips Conference Leadership 98

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. From there, move into describing the role itself.

Examples 95

Examples Social Media Customers Customer Service Representative 95

Retently

OCTOBER 5, 2023

Have you ever walked into a room full of people and wondered how to start a conversation with each individual? But here’s a twist: what if we told you there’s a handy tool to help categorize customers, making it easier to cater to their needs? Because knowing your product is half the battle.

NPS 78

NPS Net Promoter Score Infographics Loyalty 78

BirdEye

OCTOBER 19, 2023

This blog details the panel discussion, “Reviews to Revenue: How to Boost Google Ad Performance by 17%” from Birdeye View 2023. The discussion features Abhishek Iyer, Senior Product Marketing Manager from Birdeye, and Brian Torres, Digital Marketing Manager at Firstmark Credit Union. It will also boost your SEO.

How To 111

How To ROI Multi-Channel Advertising 111

Russel Lolacher

SEPTEMBER 20, 2022

In this episode of Relationships at Work, Russel chats with Senior Manager for Marketing Solutions at Linkedin Amber Naslund on Imposter Syndrome. As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue.

Culture 111

Culture Study Leadership Employee Experience 111

Magellan Solutions

MARCH 21, 2024

Have you ever wondered why data accuracy is essential? One mistake can ruin plans. Faulty data is a critical error that no company can overlook. Incorrect or missing data can result in wasted time, missed opportunities, and falling behind competitors. Incorrect data can have severe effects on any aspect of a business.

Data 52

Data Government Financial Innovation 52

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. But if you’re not listening, you could miss out. Understand Your Customers.

Analysis 79

Analysis Social Media Contact Center Effort Score 79

SurveySparrow

MARCH 11, 2024

Have you ever wondered what’s behind those graphs and charts you see on the news? In this blog, we’ll explore the major types, their purpose, how they work, and some examples to help you understand better. What you get from them is a snapshot of public sentiments. Did You Know?

Survey 52

Survey Trends Groups Measurement 52

SurveySparrow

DECEMBER 8, 2023

There are numerous types of forms in the online market. But commonly, there are basic distinctions that we can explore. We will discuss the most valuable types of forms, their features, and all you need to know about them. You might even ask if it is the same as a survey. It can be digital or on paper. Not at all!

Engagement 52

Engagement Survey Feedback Healthcare 52

SurveySparrow

APRIL 26, 2021

By setting smart goals, you put yourself in a position where you get closer to it by following the ideas outlined in them. The SMART in smart goals stands for the following: S- Specific: The goal that you are setting should be specific in nature. You cannot have something random as a goal. What is a SMART goal?

How To 52

How To Measurement Resources Exercises 52

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Q&A Recap.

Customer Success 98

Customer Success Effort Score Tools Self Service 98