InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Download InMoment’s 2024 Automotive Reputation Benchmarks Report for an exclusive look at the state of online reputation management in automotive today.

Automotive 260

Automotive Management Social Media Feedback 260

CSM Magazine

NOVEMBER 1, 2023

The customer experience (CX) landscape constantly evolves. With new technologies, increased competition, and higher customer expectation, the ability to deliver exceptional CX continues to be a challenge – so sitting still isn’t an option. It’s set to be the CX event of the year once more!

Customer Experience 52

Customer Experience Competitive Advantage Customer Journeys Conference 52

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

InMoment XI

FEBRUARY 7, 2024

According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. Hotel customers are no exception. This is where integrated CX comes into play.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. Improve customer lifetime value. Reduce customer churn.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. This resulted in more relevant downloads and positive feedback from customers. Sounds too good to be true? Well, it’s not.

Tools 52

Tools Software Marketing Analytics 52

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Let’s start by understanding the key features a customer retention software must have. And for this, customer support and feedback tools are essential.

Customer Retention 52

Customer Retention Software Gamification e-support 52

SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. Now, understand the importance of creating a positive customer experience for your customers. And how to facilitate this?

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

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. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

SurveySparrow

FEBRUARY 18, 2024

What is it that’s making you look for a Customer Thermometer Alternative? The team and I spent a whole day finding the best alternatives to this customer feedback platform. What is Customer Thermometer ? Customization is limitless with instant survey design options and an icon playground.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

InMoment XI

JANUARY 4, 2024

It can be argued that the customer experience is more important in retail than any other industry. The retail customer experience is also a complex one. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience?

Retail 260

Retail Customer Experience Effort Score Social Media 260

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

Optimove

JANUARY 3, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Successful marketers always keep their eyes on the horizon. While 2024 has just begun, now’s the time to look ahead if you want to thrive in 2025. All marketing should start with the customer. 

Marketing 59

Marketing Customer Centricity Analytics Touchpoint 59

Gainsight

FEBRUARY 8, 2024

In the ever-evolving landscape of SaaS, Customer Success (CS) teams are facing a paradigm shift. Once primarily focused on customer satisfaction and retention, CS teams are now being called upon to think more commercially and demonstrate their direct impact on business revenue. Check out the full video below. Want the highlights?

Customer Success 52

Customer Success How To Conference Touchpoint 52

Lumoa

FEBRUARY 29, 2024

Lumoa Product News for February 2024 Hey everyone! Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice. Essentially, you can select any type of data you want (such as from a certain timeframe or touchpoint) and then “Ask Lumoa” what you want to know about this data.

Knowledge Base 208

Knowledge Base Customer Voice Feedback Touchpoint 208

Optimove

JANUARY 17, 2024

Discover the true value of your customers with our LTV calculator Download Now Why it Matters: As we celebrate Get to Know Your Customers Day, it’s crucial to remember that every day is an opportunity to put the customer first, starting with their data and leveraging AI-powered tools to uncover valuable insights.

Loyalty 59

Loyalty Roadmap Study Touchpoint 59

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

SurveySensum

NOVEMBER 23, 2023

A Detailed Comparison of the Top 5 NPS Tools SurveySensum Qualtrics NiceReply Delighted GetFeedback InMoment Zonka Feedback Qualaroo SurveyMonkey AskNicely Retently SurveySparrow Medallia Hotjar CustomerGauge Conclusion FAQs on NPS tools If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there.

NPS 52

NPS Net Promoter Score Software Tools 52

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. My Comment : When the economy is down, customers want more value for their dollar.

Self Service 65

Self Service Customer Service Contact Center Loyalty 65

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Kustomer

DECEMBER 28, 2023

The AI/CX Virtual Summit 2023 , hosted by Kustomer on December 12th, marked a significant event for customer experience (CX) professionals and enthusiasts. Below are 5 key learnings for any customer experience or customer support professional taken from the 29 sessions during the event. 5 Key Learnings 1.

Touchpoint 52

Touchpoint Customer Journeys Loyalty Interaction 52

InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

CX University

MARCH 18, 2024

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. By analyzing this wealth of data using sophisticated algorithms, businesses can gain deep insights into individual customer preferences, behaviors, and intent.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

SmartKarrot

FEBRUARY 6, 2024

Introduction Customer success evolves every day, and it is advantageous to stay ahead of the curve. As a Customer Success leader in 2024, navigating the dynamic realm of customer satisfaction requires embracing innovative technologies. Artificial Intelligence (AI) is reshaping the way businesses approach customer success.

Customer Success 10

Customer Success Chatbots Customer Satisfaction Analytics 10

CSM Magazine

JANUARY 19, 2023

trillion by 2024. To keep pace with the ever-changing customers’ demands, online businesses are migrating towards cloud-based POS solutions. You can track and monitor everything, from inventory management and payment processing to customer management. Surprisingly, 2.14 billion by 2027.

Trends 52

Trends Sales Omni-Channel Retail 52

CSM Magazine

MARCH 12, 2022

billion by 2024, it’s not a surprise that businesses across industries are looking to invest. If the Metaverse truly becomes our new reality, companies need to have their data sorted on customers, company processes, employees, and more. It would be a shame to enter a new reality unprepared for a customer meeting.

Touchpoint 97

Touchpoint Interaction Meeting Data 97

ClearAction

JUNE 29, 2023

Faster payments : increased trust and value, less burden on customers. Increasing lifetime value : less mercenary me-centered actions and policies, less pressure on people of all types, less remedial efforts, more magnetic attraction and retention of employees, partners, customers, and investors. A drop since 2017 (5+ years!)

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

CSM Magazine

NOVEMBER 4, 2022

In 2013, customer experience innovator Matthew Dixon authored a new book that forever changed the game of customer service. Dixon’s Effortless Experience transformed the business landscape and defined the gold standard for customer experience for the last 10 years – until now. We all must envision the Total Experience (TX).

Strategy 52

Strategy Touchpoint Exercises Employee Experience 52

ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. This year, five spectacular customer success teams have joined the list. Here’s what they achieved, and how they did it.

Meeting 52

Meeting Customer Success NPS Effort Score 52

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. This year, a continuing key theme in loyalty will be the ability to drive even greater customer value at lower direct cost.

Loyalty 59

Loyalty Trends Data Marketing 59

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. Build customer loyalty in a particular location by running targeted campaigns. Table of contents What is car dealership advertising?

Advertising 64

Advertising Automotive Social Media Multi-Channel 64

SurveySparrow

MARCH 9, 2024

Gartner has found out that listening to the voice of customers can increase upselling and cross-selling by 15-20%. At the same time, the report also discusses how the customer retention expenditure can be reduced by 25% as well. It is widely known that catering to customer needs makes a business. So, let’s begin.

Tools 52

Tools Voice of Customer Touchpoint Social Media 52

SurveySparrow

MARCH 19, 2024

In-app feedback simply means the customer or user feedback collected from an app. So, map out the user journey and gauge the experience at each touchpoint. The higher the rating you get, the higher the customer satisfaction. Once you have identified the key touchpoints you need to focus on, implement recurring surveys.

Feedback 52

Feedback Tools Survey Tips 52

customer sure

DECEMBER 6, 2023

Customer experience has increasingly become a key differentiator that can make or break a business. Done right, a customer experience programme can deliver astronomical business advantages, propelling a company to new heights. When you think about it, customer experience opportunities truly are everywhere.

Customer Experience 62

Customer Experience Customer Journeys Social Media Healthcare 62

Second to None

NOVEMBER 12, 2023

By listening to their customers and measuring customer service standards, grocery brands can stay ahead of the curve and deliver what their customers need and want most— especially as consumer expectations and trends evolve.

Measurement 62

Measurement Brands Customer Experience Touchpoint 62