Comm100

MAY 25, 2022

Today, consumers are empowered in all sorts of ways, from on-demand ordering services like Uber and other apps to taking their qualms to social media. In the end, consumers will “put you on blast,” and you may find yourself staring down the barrel of a social media witch hunt if your company comes up short. Conclusion.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

InMoment XI

SEPTEMBER 20, 2023

By Simon Fraser, InMoment + Kirstin Simons, NPSx by Bain & Company NPSx by Bain & Company and InMoment recently released the State of CX: UK Consumer Trends Report , an in-depth analysis of customer perceptions on brand experiences across multiple industries.

Net Promoter Score 260

Net Promoter Score NPS Retail Trends 260

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. In this blog, we will delve specifically into the UK insurance industry.

Insurance 260

Insurance NPS Net Promoter Score Loyalty 260

InMoment XI

AUGUST 2, 2023

What we can Learn From the top Brands in the UK One size doesn’t fit all, but knowing essential NPS best practices that can fit any program is a great place to start. In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction.

NPS 260

NPS Customer Centricity Tips Automotive 260

InMoment XI

FEBRUARY 29, 2024

What is Local SEO? What is an Example of Local SEO? To imagine what these look like in action, imagine a local bakery wants to improve their local SEO rankings so they can get more organic traffic to their business. Local SEO is one of the most important factors in how your business ranks in Google Search, Maps, and more.

Tips 260

Tips Strategy Case Study Social Media 260

ShepHyken

SEPTEMBER 15, 2017

Brands are looking to AI to ramp up their marketing activities , taking what was once viewed as a science fiction fantasy and integrating it as a useful tool. Customer behavior online gives plenty of insight into what they like. They can influence those consumers at the exact moment they are making a decision.

Customer Engagement 193

Customer Engagement Engagement Marketing Fashion 193

Comm100

FEBRUARY 10, 2022

When you sign up on Netflix, the streaming platform first asks about your preferences regarding languages and genres you’d like to consume. What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support.

Self Service 130

Self Service Customer Service Strategy Chatbots 130

ChurnZero

DECEMBER 9, 2020

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog. Higher Logic Blog.

Customer Success 98

Customer Success Consulting Metrics Customer Centricity 98

Lumoa

NOVEMBER 21, 2023

Because of the use of AI in customer feedback analysis , companies do not need to shell out large sums on market research, a practice that is also very time-consuming. When automated to collect the same sets of data to study growth and behavioral changes over a certain period, the data can lead to helpful insights.

Analysis 208

Analysis Feedback Social Media Chatbots 208

Lumoa

DECEMBER 15, 2022

In this article, we’ll go over what Voice of Customer data analytics is and the different types. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics? What is Voice of Customer Analytics?

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

Lumoa

NOVEMBER 2, 2022

This blog will share some of the highlights of the webinar. Many consumers see 2023 as a way to have a fresh start, and with it, their smart choices. The question now is, “What is the role of customer experience in the telecoms industry entering 2023?” But as technology evolves, so do the expectations.

Industry 236

Industry Telecommunications Customer Experience Multi-Channel 236

Lumoa

DECEMBER 19, 2023

Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming. Firstly, it is time-consuming and labor-intensive, making analyzing large volumes of data impractical.

Analysis 208

Analysis Social Media Trends Feedback 208

Lumoa

FEBRUARY 9, 2023

At the same time, it is also what most companies are missing. This ensures that there is a shared understanding of what matters and the company can shift from rumors and opinions to fact-based decision-making. How do you take action on customer experience? Listen to your customers. Actions include short- and long-term follow-ups.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Thanks to its expansive nature, CX strategies are constantly in flux.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

ShepHyken

OCTOBER 4, 2019

What is most important for any business today? Here’s the guide that lends you an insight into engaging your customers in personalized, meaningful, and relevant ways. What is customer engagement? 86 % of consumers are ready to pay more for it. Customers, employees, lead generation, or profit. Customer referral programs.

Brands 119

Brands Engagement How To ROI 119

QuestionPro Audience

JULY 21, 2022

Implementing an insight community has recently become the most widely used research method. A recent study indicated that 74% of organizations employ some Insight Community to gather actionable insights from their target audience. One of them is the Online Insights Communities. What is an insight community?

Data 195

Data How To Advertising Study 195

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Kayako

SEPTEMBER 23, 2022

The customer relationship management space is buzzing with tips about providing a unified customer experience, but what exactly does that mean in the context of customer experience management (CXM)? A study by Deloitte showed that 62% of consumers already feel they have a relationship with their favorite brands. April 30, 2020).

Customer Journeys 156

Customer Journeys Customer Experience Touchpoint Social Media 156

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” The response was so good that it begged to be a blog post. Listening to call recordings is time-consuming work.

Survey 345

Survey Social Media Contact Center Call Recording 345

SurveySparrow

JANUARY 17, 2021

When the internet first became available at large, blogs became the way for people to share thoughts and insights with each other. As the internet evolved, blogs became powerful avenues for businesses to attract target audiences. To leverage the power of blogs, you need to know how to create a blog. .

How To 52

How To Social Media Video Tips 52

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Consumers Desires have changed.

Consumers 95

Consumers Technology Chief Customer Officer Social Media 95

Uniphore

NOVEMBER 18, 2021

The AI assistant can then use this insight to provide personalized responses based on the user’s mood and facilitate more in-depth conversations. How AI Captures and Measures Emotion People convey their emotions not just in what they say but in how they say it. Studies have uncovered? For example,? Amazon is honing its Alexa AI tool ?to

Roadmap 162

Roadmap Call Center Policies Brands 162

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. List address & number of employees for each location) What percent of your workforce is remote/work-at-home?

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

2020 Research

MARCH 14, 2023

Qualitative market research is a critical component of business strategy, as it provides deep insights into consumer behavior, attitudes, and preferences. In this blog post, we will explore Qualboard’s Group Discussions feature, one of the platform’s most used f unctions. Ready to start your first Group Discussion?

Groups 98

Groups Consumers Consulting Tools 98

ShepHyken

MARCH 1, 2019

Consumers want to be catered to their specific needs. Consumers also want more personalized experiences that eschew the cookie cutter approach when patronizing businesses. What’s more, since AI is self-learning, chatbots improve as they interact with people and only get better with time. They want solutions on demand.

Customer Experience 104

Customer Experience Chatbots Video Competitive Advantage 104

ShepHyken

MARCH 10, 2024

I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making.

Touchpoint 102

Touchpoint Connections Interaction Data 102

BirdEye

FEBRUARY 15, 2024

With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage.

Automotive 111

Automotive Healthcare Hospitality Retail 111

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Four reasons why email is on the rise Despite the growth of new channels, research from Forrester demonstrates that email is still central to how consumers communicate with brands.

Self Service 65

Self Service Leadership Customer Centricity Knowledge Base 65

ShepHyken

APRIL 19, 2019

One of the biggest misconceptions about collecting customer feedback is the idea that asking more questions provides more of the insights you’re looking for. In fact, roughly 80% of consumers believe the most important part of good service is the ability for a company to respect their time. The Power of One Question.

Survey 101

Survey Feedback Retail Consumers 101

Interactions

MARCH 28, 2024

Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations. Transformation and Innovation: What does transformation and innovation mean in the context of CX excellence?

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

Forrester's Customer Insights

FEBRUARY 29, 2024

Read this Forrester blog for data insights on what digital payment methods consumers are using instead of credit cards and cash.

Consumers 58

Consumers Data Retail Trends 58

BirdEye

SEPTEMBER 11, 2023

While it is a golden opportunity to gain valuable insights, this influx of data can be overwhelming. Manually analyzing this feedback can be time-consuming and prone to human biases. This is the only blog you need to read to know how AI-driven customer feedback insights can increase the reputation of your business.

Feedback 108

Feedback Strategy Social Media Analysis 108

BirdEye

DECEMBER 5, 2023

In this blog, we will explore the world of reputation management for businesses. Table of contents What is business reputation management? Explore more on this in our detailed blog about real estate reputation management. Sharing tips and industry insights or joining discussions shows you care. Yes, that’s true.

Brands 110

Brands Management Social Media Analytics 110

2020 Research

NOVEMBER 17, 2023

At Sago Strategy + Insight , we’ve noticed a growing demand for qualitative research that relies on these individual in-depth interviews. The next generation of insights professionals truly value the authentic connections and deep understanding that comes from engaging in one-on-one conversations with consumers.

Tips 105

Tips Retail Consumers Policies 105

ShepHyken

JULY 26, 2019

The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. The following post sums up a little bit in the details of what and how when it comes to customer experience strategies. What is a Customer Experience Strategy? Consumer research. Probably not!

Software 113

Software Strategy Company Customer Experience 113

ShepHyken

JULY 5, 2019

According to Epsilon , 80% of consumers are more likely to do business with a company that offers personalized experiences. Additionally, if you ever wondered how people use your site, you can track what site visitors are searching for – providing you a better picture of what’s missing. Offer a self-service solution.

Communication 120

Communication Self Service Social Media Knowledge Base 120