InMoment XI

APRIL 9, 2024

Facebook is one of the most widely used social media marketing tools today. However, there may be instances where your business must learn how to delete a Facebook Page in order to protect your brand reputation. Here are some of the common reasons why a business might want to delete their Facebook Page: Rebranding: Your company is undergoing a rebranding process and you’d like to start fresh with a brand new Facebook Business Page.

Brands 260

Brands How To Social Media Feedback 260

Lumoa

APRIL 8, 2024

content Lumoa Product News for March 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Lumoa joins Netigate Exciting news! Lumoa is now apart of Netigate. We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the v

Roadmap 208

Roadmap Knowledge Base Survey Feedback 208

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.

B2C 226

B2C B2B Strategy Marketing 226

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 225

Strategy How To Wait Times Customer Satisfaction 225

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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

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

InMoment XI

APRIL 5, 2024

Creating and executing the perfect survey that avoids obtaining misleading feedback can be tricky business. To be successful, you’ve got to watch out for inaccurate data such as sampling bias, framing bias, and most importantly, response bias. What is Response Bias? Response bias is our human tendency to self-report inaccurate (or even false) answers to survey questions.

Feedback 260

Feedback How To Survey Exercises 260

IntouchInsight

APRIL 5, 2024

Learn how to improve QSR guest experiences, store operations, employee training and franchise performance using Mystery Shopping data.

Guest Experience 156

Guest Experience Data How To Training 156

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. Yet, despite the abundance of resources and attention dedicated to customer experience (CX), many organizations still struggle to achieve higher levels of CX maturity.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

Customer Service 187

Customer Service Chatbots Analytics Customers 187

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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ShepHyken

APRIL 16, 2024

I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. Within moments, an airport employee came over with a bucket and mop to clean up the spill. My friend apologized for making a mess, and the woman’s response surprised both of us. She said, “My name is Laura, and it is my pleasure to clean up your spill.

Hotels 134

Hotels Customer Service Training Customer Service Training 134

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

AWS Machine Learning

APRIL 16, 2024

Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. Customers are building generative AI applications using large language models (LLMs) and other foundation models (FMs), which enhance customer experiences, transform operations, improve employee productivity, and create new revenue channels.

Innovation 120

Innovation System Training Software 120

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Zeisler Consulting

APRIL 16, 2024

Some of your Customers are idiots. Hey, full disclosure, that includes me. In fact, in some circles, I’m known as the “LCD,” or least-common denominator. As the joke goes, Z is the dimmest bulb in the group, and as such, if I get something, everybody should be able to understand it. Self-deprecation aside, the much-more-straight-faced point I’m making here is that we as brands need to develop our systems for the lowest-common-denominator Customer.

Contact Center 93

Contact Center System Policies Customer Centricity 93

Bill Quiseng

APRIL 17, 2024

QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media. Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours. Customers seek the best emotional value in their experience.

Social Media 88

Social Media Financial Loyalty Survey 88

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. This might sound like an unusual juxtaposition, but bear with me as I draw parallels between these two seemingly disparate fields. Quantum physics, the study of the infinitesimally small, can teach us some intriguing lessons about enhancing customer experience, which plays a monumental role in the gl

Connections 111

Connections Customer Experience Social Media Analysis 111

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.

Self Service 124

Self Service Customer Service Representative Contact Center Customer Satisfaction 124

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Customer Success Strategy Industry 106

AWS Machine Learning

APRIL 9, 2024

With Knowledge Bases for Amazon Bedrock , you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for Retrieval Augmented Generation (RAG). Access to additional data helps the model generate more relevant, context-specific, and accurate responses without retraining the FMs. In this post, we discuss two new features of Knowledge Bases for Amazon Bedrock specific to the RetrieveAndGenerate API: configuring the maximum number of results and creating custom prompts wi

Knowledge Base 114

Knowledge Base Financial Examples Comparison 114

BirdEye

APRIL 2, 2024

Ever looked back at your early YouTube videos and cringed? You’re not alone. As a content creator on YouTube, it’s natural to have moments where you consider deleting some of your older videos. Maybe the quality isn’t up to par, or the content no longer aligns with your channel’s current direction. However, before you rush to hit that delete button, there’s a better option to consider.

Video 111

Video Metrics Trends Data 111

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Upstream Works

APRIL 11, 2024

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post 3 Ways AI Improves Agent Experience appeared first on Upstream Works.

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ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used.

Innovation 111

Innovation Connections Analytics Touchpoint 111

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

2020 Research

APRIL 8, 2024

April 9, 2024, Iselin, NJ: Sago, a trusted leader in market research, announces the formal launch of Sago Health, advancing its 58-year legacy of expertise in the healthcare field. Sago Health provides a new path to healthcare research and aims to simplify the complexities healthcare organizations and agencies traditionally face by providing innovative solutions tailored to meet its unique challenges and needs.

Healthcare 100

Healthcare Innovation Study Technology 100

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

Loyalty

AWS Machine Learning

APRIL 8, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. For RAG-based applications, the accuracy of the generated responses from FMs depend on the context provided to the model.

Knowledge Base 111

Knowledge Base Strategy Examples Meeting 111

Beyond Philosophy

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The “Jobs to Be Done” framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations.

How To 89

How To Customer Journeys Analysis Tools 89

The DiJulius Group

APRIL 9, 2024

Years ago, one study revealed that customers would rather go to the dentist instead of calling a company’s contact center. Big corporations have now solved that issue by making it virtually impossible to contact them. A new study sheds light on a significant obstacle: the absence of a contact phone number on the homepage of. Read Full Article The post Customer Complaints: The Sound of Silence in Corporate Communication appeared first on The DiJulius Group.

Communication 98

Communication Contact Center Study Groups 98