ImprintCX Articles

MARCH 4, 2024

As someone who is passionate about the customer, it’s very easy to assume everyone in your organisation (or at least the leadership team) feel the same way. Enabling leadership to view customers as critical assets, that have significant influence on revenue and profit, is super important. That is not always the case.

Leadership 52

Leadership Metrics Exercises Government 52

Clarivate

APRIL 26, 2023

We are happy to join the global celebration of World IP Day by spotlighting our women IP experts, whose ingenuity and talent pave the way to major breakthroughs. She honed her knowledge of business lawsuits and the strategy needed for IP assets to be commercialized and yield revenue expectations from R&D, marketing and brand promotion.

Innovation 52

Innovation Culture Industry System 52

Alida

MAY 8, 2018

Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. . Many brands are not delivering a great experience to customers, so it’s not helping CMOs win the engagement game. CMOs still don’t have a single view of the customer.

Report 173

Report Customer Experience Leadership Study 173

Playvox

FEBRUARY 20, 2024

It enables companies to access a larger talent pool and recruit the best candidates, regardless of their geographical location. This flexibility can also make it easier for companies to attract and retain top talent, as it allows employees to work in a way that best suits their individual needs.

Management 88

Management Gamification Contact Center Policies 88

West Monroe

JUNE 13, 2022

The ongoing talent shortage plays a critical role here, of course. Failing to do so will limit their ability to grow and derive value from investments in an increasingly digital operating model—and will mean passing up quick wins that will come by embracing long-term strategies.

Government 90

Government Culture Industry Leadership 90

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

SurveySparrow

JULY 14, 2023

However, recruiting teams that use a recruitment CRM can save time, money, and bring the best talent through that door. It’s an end-to-end solution that covers everything from applicant tracking and candidate sourcing to customer relationship management and sales automation.

CRM 52

CRM Social Media Analytics Multi-Channel 52

Integrity Solutions

APRIL 8, 2024

These interventions typically emphasize sales tactics, activities and other techniques for hunkering down and finding new strategies of outreach to help the rep regain momentum. These inner conversations salespeople have with themselves get to the heart of the emotional side of selling, and they are pivotal.

Sales 73

Sales Training Financial Travel 73

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity. Published on: November 27, 2019. For example, companies with 7+ channels averaged 3.1

Self Service 97

Self Service Knowledge Base Leadership Consumers 97

CX University

JANUARY 8, 2019

Today, Empathy Is the Bottom Line for Customer Loyalty. Customers are placing increasing value on their experience, not the products or the price, but their experience with the company selling their products and services. This experience can be utterly destroyed when employees cannot empathize with their customers.

Employee Engagement 104

Employee Engagement Sales Leadership Report 104

Think Customers

SEPTEMBER 21, 2022

On one hand, they’re looking to provide customers with excellent service while providing omnichannel engagement in customers’ preferred channels. These opposing criteria can strain contact center operations and effect their ability to provide customer service at the desired level. Many end up leaving their jobs.

Financial 52

Financial Contact Center Banking First Call Resolution 52

Think Customers

FEBRUARY 15, 2022

There’s no question: the increase in employer vaccine mandates – or “no jab, no job” policies – is a hot-button issue with strong opinions on both sides. At the same time, brands still must deliver the amazing experiences customers expect. So, now what? Look at-home for the long term. That’s where TTEC’s Retain 2.0

Contact Center 52

Contact Center Policies Brands Innovation 52

Customer Bliss

AUGUST 8, 2017

Stephen has held senior executive roles in marketing, customer growth, distribution, or product with Barclays, AMP, Frizzell, Berkeley Berry Birch, and Standard Life. A key focus for his change leadership was to use customer insights, data analytics and digital channels to drive a significant improvement in customer and commercial outcomes.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

CX University

SEPTEMBER 18, 2018

Vast amounts of data support the symbiotic relationship between engagement and satisfaction, between businesses and customers. A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). focuses employees at all levels on the customer, and 3.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Beyond Philosophy

DECEMBER 5, 2022

However, once it goes over the top and comes down the other side, the CEO gets sacked, and changes start. Regarding experiences, you have to remember that you can fix only so much of the rational stuff before you start to head down the curve. Many times, this strategy also necessitates being part of an agile organization.

Sports 78

Sports Resources Strategy Conference 78

BirdEye

MARCH 29, 2024

This section is dedicated to offering you the top strategies for your business to better connect with your audience. Customers are more likely to interact with your Stories if they have an engaging element like a “New post” or “Just dropped” sticker. You can also use this feature to conduct informal customer surveys on Instagram.

Social Media 109

Social Media Video Guidelines Feedback 109

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital. Optimizing technology.

Technology 170

Technology Brands Customer Experience Omni-Channel 170

ModSquad

OCTOBER 11, 2022

Fast forward to now, and you have everything from casual viewers to die-hard superfans coming together for a mixed multimedia experience. Before you perfect your customer experience journey, you need the proper people to make it successful. That’s where your diverse talent comes in. So how did they do it?

Interaction 98

Interaction Strategy Engagement Training 98

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority. How did you go bankrupt?”

Customer Success 97

Customer Success Metrics Customers Trends 97

Integrity Solutions

APRIL 8, 2024

These interventions typically emphasize sales tactics, activities and other techniques for hunkering down and finding new strategies of outreach to help the rep regain momentum. These inner conversations salespeople have with themselves get to the heart of the emotional side of selling, and they are pivotal.

Sales 64

Sales Training Financial Travel 64

Gainsight

SEPTEMBER 28, 2022

The priorities that customer success teams live and breathe every day are now the top CEO and investor priorities. In a world of stagnant or declining sales, the work of post-sales and customer success teams has never been more important. Keep the Customer in Customer Success. The good news? A Durable Growth Playbook.

Customer Experience 52

Customer Experience Self Service Customer Success Sales 52

BirdEye

NOVEMBER 30, 2023

Today, when feeling relatable and personalizing each communication is a priority for brands to offer an exceptional customer experience , using social media reputation management to your advantage can be incredibly beneficial. How does reputation management factor into your overall social media strategy?

Social Media 116

Social Media Management Guidelines Brands 116

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. Do you want to experience a transformation in business performance by enhancing your back-office operations? According to research by Aberdeen Group , companies that update their back office experience a 2.8x rise in employee productivity.

Examples 52

Examples Financial Competitive Advantage Resources 52

BirdEye

MARCH 17, 2023

Small business owners must navigate complex challenges ranging from customer acquisition to human resource management and financial oversight, leaving them with an overwhelming amount of responsibilities to manage alone. Conduct customer and market research to evaluate the feasibility of a new product or service.

Consulting 98

Consulting Social Media Financial Strategy 98

Kustomer

JULY 12, 2022

The concept of omnichannel customer experience (CX) has been simplified over time. Many brands and customer support teams believe that omnichannel support is simply communicating with customers on every channel, but it’s much more than that. What Is Omnichannel Customer Support? Get the Guide.

Omni-Channel 98

Omni-Channel CRM Culture Training 98

SurveyGizmo

FEBRUARY 12, 2020

To attract and retain top talent, companies must keep employees engaged or lose a vital competitive edge. On the flip side, engaged workers are not only happier but have a direct impact on customer experience and the bottom line. According to a report from The Engagement Institute, disengaged employees cost U.S.

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

ijgolding

MARCH 20, 2018

Today I am absolutely delighted to share my interview with passionate Customer Experience Professional, Kathy van de Laar – enjoy… Ian. While I was there, the agency started working with something called experience-based branding. When I look back on it, this was for me the start of customer experience.

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , says that video could be the missing link between your customer and the expert in the contact center. Watch The Intuitive Customer YouTube Channel here.).

Video 88

Video Contact Center Customer Experience Net Promoter Score 88

Zeisler Consulting

OCTOBER 1, 2020

In his mind, it didn’t hurt that some people weren’t impressed—he likely wouldn’t lose favor with any of them for being credentialed (he was, it should be said, supremely smart and talented too…that always helps). I have no experience in your industry other than observation and study from the outside. Our entire CX program?

Leadership 93

Leadership Industry Customer Centricity Course 93

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Alan developed experience getting into the weeds of the work. How were patients and hospital staff affected by the hospital experience?

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

BirdEye

AUGUST 28, 2023

Having a social media profile is one thing, but successfully implementing a strong social media management strategy is a different story for a business. And that’s even more true in a market that experiences rapid growth and constant change. Your potential customers are doing more on social media platforms than sharing cat memes.

Social Media 52

Social Media Strategy Entertainment Multi-Channel 52

Gainsight

SEPTEMBER 13, 2022

In my nearly three decades of SaaS experience, I have come to believe that the biggest differentiator and value proposition of a software company is the community of people who use, improve, and advocate for your product. This is why community-led growth is one of the hottest durable growth strategies in SaaS today.

Self Service 52

Self Service Software Case Study Customer Success 52

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. The result?

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

BirdEye

NOVEMBER 30, 2023

Digital marketing for law firms includes a combination of strategies like: Search engine optimization Pay-per-click ads Social media marketing Email marketing Content marketing Digital marketing allows much more precise targeting and measurable results. As you test different strategies, double down on what proves most effective.

Marketing 111

Marketing Social Media How To Advertising 111

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

West Monroe

MARCH 14, 2024

by overhauling its digital customer experience, demonstrating the power of technology to drive efficiency and new revenue streams. billion in cross-selling potential for a software company , driving significant upgrades and preventing revenue loss. Our efforts led to a 2.5x return in just 8 months for MyEyeDr.

Data 40

Data ROI Banking Financial 40

Optimove

APRIL 29, 2021

A couple of weeks ago, I learned – through a TikTok video – that when you make a sunny side up-style egg, you can break it just by dropping it straight onto the pan from about 30 cm (one foot) up. Do MORE with What You Got (Your Customers). You drop it, it cracks, you pick up the shell. That’s it. No muss, no fuss.

CRM 52

CRM Retail Report Technology 52