Blake Morgan

OCTOBER 24, 2023

Brad Cleveland got his start in contact centers decades ago and has watched this space grow and develop as a consultant, speaker, course instructor, and author of ten books, including his latest, Leading the Customer Experience. One reason for this, Brad explains, is that leaders are so often fixated on metrics and high-level reports.

Contact Center 52

Contact Center Customer Experience Comparison Resources 52

BlueOcean

OCTOBER 17, 2019

On the flip side, we have a client who went through their entire RFP cycle narrowing down to two finalists over the course of many months and capped off their process with site visits to the two remaining bidders. On the tour, it became clear that the culture/facilities of one of those two vendors was simply not a fit for their brand.

Contact Center 149

Contact Center How To Effort Score Comparison 149

SurveySparrow

NOVEMBER 20, 2022

Customization and branding. Freshdesk Vs Zendesk: 7 Points of Comparison. The first point of comparison is, of course, the pricing. Customization and branding. Now we move on to Freshdesk vs Zendesk Round 2: Customization and branding. . Pricing and plans. Apps and integrations. Ticket management.

Self Service 52

Self Service Comparison Analytics Gamification 52

Beyond Philosophy

MAY 28, 2020

So why is it that doing something different does create such success for specific brands? We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast. In other words, if you abandon that need for comparison, it’s an excellent way to find a comparative advantage.

Comparison 148

Comparison Travel Training Metrics 148

C3Centricity

APRIL 3, 2019

WHO ARE OUR BRAND’S CUSTOMERS? She shops in local supermarkets and gets advice from friends on Facebook, about the best brands to buy and what’s on offer. She’s been buying our brand for over two years because it satisfies her children’s hunger when they get in from playing sports. Neither will win you brownie points.

Marketing 192

Marketing How To Advertising Brands 192

ProProfs Chat

AUGUST 31, 2017

An Oracle study states that 50% of the consumers do not give more than one week to a brand to address their problems before they stop doing business with them. Your point, is, of course, to decrease the Average Wait Time as much as you can, in order to provide a fast and efficient service. 2) First Contact Resolution.

Wait Times 98

Wait Times Effort Score Comparison Metrics 98

NetBase

JANUARY 14, 2020

So, how has chicken sandwich trash talk won a good chunk of this conversation, and how can your brand create the same online feeding frenzy? LSU hails from Louisiana, of course, and Clemson is South Carolina. And chicken sandwich comparisons were inevitable, and undoubtedly lucrative for both sandwich shops. The Tiger Rivalry.

Comparison 67

Comparison Advertising Analytics Social Media 67

CustomerSuccessBox

MARCH 25, 2022

They both are of equal significance and when the matter is to retain your loyal customers to have repeat business with you, this metric needs a bit of attention as well. Which metrics should you track? In a comparison with the cost it takes to retain the customers vs the return of investment, it gives the true customer lifetime value.

Customer Retention 52

Customer Retention Metrics Customers Comparison 52

NetBase

JUNE 10, 2019

Brands main competition online is often themselves, as they get in their own way pursuing marketing avenues that just don’t work for their business. What Social Media Insight Tells Brands . Trending topics (what are they talking about in relation to your brand). And with accurate, transparent metrics to back it up.

Social Media 43

Social Media Competitive Advantage Comparison Metrics 43

NetBase

JULY 2, 2020

Brands need to be prepared to accommodate the demand for it or risk losing out. But it’s not just the UK that’s affected here, of course. And there are any number of geographical comparisons to be made that can help global brands with context for various segments. But there’s much more to consider beyond that.

Ecommerce 56

Ecommerce Sales Retail Trends 56

NetBase

DECEMBER 16, 2019

Employee Reviews form brands’ pages on sites like Glassdoor and Indeed. Whether it’s a search spanning an entire category or something specific to a brand or, even more granular, a campaign created by a brand, capturing the top trending conversations happening around it on each source offers key intel.

Analytics 52

Analytics Advertising Social Media Metrics 52

NetBase

MAY 19, 2020

A timeline comparison shows that masks have dominated the conversation around Etsy over the last four weeks. In fact, the company sold over 12 million masks, with $133 million in revenue, over the course of four weeks last month alone. This will be an important metric for the DIY platform to monitor and improve as they move forward.

Guidelines 98

Guidelines Ecommerce Comparison Consumers 98

NetBase

MAY 20, 2019

With more than 500 million active daily users , Instagram is the hottest platform for brands to be on right now. We’re here to help marketers prove they’re putting their brand’s money where the engagement is with analytics tool tips that they can implement immediately. Creating a Baseline.

Analytics 58

Analytics Banking Airlines Comparison 58

NetBase

JANUARY 1, 2019

It’s 2019 and time for another fast-paced year where brands are made and broken at the speed of social. Though periodic reports are useful for spotting patterns and tracking overall trajectory, live insights are critical to brand survival. This is how agencies like Spong use real-time dashboards for brands like Thermos.

Social Media 62

Social Media Tips Banking Sports 62

NetBase

FEBRUARY 18, 2019

Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. That’s powerful – and probably more so than most brands realize: 88% of consumers trust online recommendations as much as personal recommendations. It depends on who you ask.

eBook 55

eBook Marketing Comparison Analysis 55

NetBase

NOVEMBER 29, 2019

And why does this intel matter to brands? Maybe not: And to look at the overall comparisons, by volume of mentions, Black Friday is the clear winner all around: Or is it. ? Metrics Behind the Mentions. Looking solely at volume of mentions, Black Friday is a day that brands mustn’t miss! Which will win out?

Comparison 52

Comparison Retail Sales Advertising 52

NetBase

NOVEMBER 29, 2019

And why does this intel matter to brands? Maybe not: And to look at the overall comparisons, by volume of mentions, Black Friday is the clear winner all around: Or is it. ? Metrics Behind the Mentions. Looking solely at volume of mentions, Black Friday is a day that brands mustn’t miss! Which will win out?

Comparison 52

Comparison Retail Sales Advertising 52

NetBase

JULY 18, 2019

A Brand Analysis will show you that: Who are the brand’s competitors and how are they doing online? You won’t know precisely who they consider their competitors to be, of course. But it’s usually safe to assume ‘most mentioned’ brands are on their radar, even if they’re only aspirational.

Social Media 49

Social Media Analysis Course Analytics 49

SurveySensum

OCTOBER 10, 2023

Lack of Reporting After gathering the feedback, the next course of action in the process of collecting customer feedback is to derive actionable insights. With SurveySensum, users can track metrics like NPS, CES, and CSAT and gain valuable insights into the areas to focus on and improve. Seamless integration with CRM systems.

Knowledge Base 52

Knowledge Base Multi-Channel Survey Feedback 52

CloudCherry

AUGUST 21, 2018

We get metrics from the actions that we take in the queue. The four most important actions to track within the customer lifecycle, in terms of setting up proactive support are: When do they come in contact with your brand? Onboarding and user experience have become hot topics over the course of the past few years, and it’s no surprise.

Customer Journeys 150

Customer Journeys Analytics Analysis Self Service 150

NetBase

NOVEMBER 29, 2018

What makes social analytics such an exciting business is how quickly it evolves as brands, users, and the social platforms themselves discover new ways of using it. Here’s what the old vs. new comparison looks like with regard to type of data: There are some Instagram-imposed restrictions, but there’s still plenty of data to work with.

Multi-Channel 56

Multi-Channel Analytics Comparison Tools 56

SurveyGizmo

DECEMBER 21, 2022

The concept of retargeting mobile customers is not a new idea by any means, but few brands practice it successfully. Of course, there are exceptions to every rule, but these generalizations are a great starting point to make informed decisions. Truly powerful mobile customer engagement comes from hyper-specific brand interactions.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

2020 Research

OCTOBER 26, 2023

Armed with this knowledge, brands can develop savvy strategies and position their product in ways that hit the bullseye with their target audience to maximize their purchase intent. Packaging Product packaging directly reflects a brand’s creative identity, and it’s the first point of contact between a product and a consumer.

How To 59

How To Consumers Healthcare Advertising 59

NetBase

FEBRUARY 18, 2019

Influencers, of course, will give a resounding yes – and those who understand the power of social listening and sentiment analysis are likely to say the same. That’s powerful – and probably more so than most brands realize: 88% of consumers trust online recommendations as much as personal recommendations. It depends on who you ask.

Marketing 40

Marketing eBook Comparison Analysis 40

NetBase

JULY 17, 2020

Differentiating your brand requires next level consumer understanding. And NetBase Certification helps brands and agencies become expert at this through targeted, in-depth explorations of social analytics capabilities. With it, you can: Compare one or more brands against a set of themes. Layering Themes & Crosstab Analyses.

Consumers 52

Consumers Analytics Social Media Analysis 52

NetBase

SEPTEMBER 13, 2019

But social media audience analysis levels the playing field, capturing key consumer insights that makes messaging resonate and helps elevate your brand. A brand analysis will show what you don’t know, and offers ideas around ways to approach these elusive online inhabitants. And imagine how much it could tell a brand over time?

Social Media 53

Social Media Analysis Marketing How To 53

NobelBiz

JANUARY 10, 2022

They serve as the foundation for monitoring your activities, analyzing your position in comparison to the competition, and most importantly identifying areas for improvement. This entails creating a CRM report that incorporates critical performance metrics, functions and client data.

Contact Center 52

Contact Center CRM Measurement Contact Center Software 52

Beyond Philosophy

NOVEMBER 8, 2017

Though severely injured (like Maximus before killing Commodus) as a concept and metric, there are those who, perhaps with the best of intentions, are endeavoring to keep satisfaction alive. Entering the arena, Commodus dejectedly says to Maximus: “What am I going to do with you? You simply won’t…die.” Let’s go a little further back in time.

Customer Satisfaction 60

Customer Satisfaction Comparison Connections Consulting 60

NetBase

AUGUST 5, 2019

Getting it wrong can have expensive, brand-crushing affects that spread faster than you can say, “she tweeted what?!”. And that criteria should be informed by an extensive search around both brand and category intel that includes: Buzz and sentiment. Do you want to see an uptick in people talking about your brand in x,y,z context?

Tips 55

Tips Effort Score Comparison Apparel 55

delighted

FEBRUARY 9, 2021

For comparison: We’ve done quite a bit of work on figuring out how best to reach our audience, and it has paid off. (If A wide variety of factors can impact how high your response rate will be, the most important being how engaged your audience is with your brand. Net Promoter System: Creating a reliable metric, Bain.

Survey 76

Survey NPS B2C B2B 76

ProProfs Chat

DECEMBER 23, 2019

And the results are starting to show because these companies are placing customer centricity in the midst of their core brand and mission. What they do is basically put a premium on the customer and their experience with the product, service, or brand. Of course, they do. Think about your brand and ask yourself these questions.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

SurveySensum

NOVEMBER 11, 2021

A Quick Overall Comparison of Qualtrics Competitors and Alternatives. A leader in Experience Intelligence (XI), InMoment , effectively converts metrics into meaningful insights to promote high-value business decisions and relationships with customers and employees. Push Metrics. Focus is fixed on large enterprises only.

Multi-Channel 52

Multi-Channel Analytics Analysis Touchpoint 52

Heart of the Customer

OCTOBER 16, 2014

Of course, this isn’t an option for all CX aspiring and current leaders. I socialized the idea with my peer and got her interest in the program, and together we put together a business case with the cost of the program in comparison to the benefits. So I asked some of my CX practitioner friends what they would do.

Leadership 107

Leadership Comparison Analysis Training 107

AWS Machine Learning

OCTOBER 1, 2022

xGoals quantifies and allows comparison of goal scoring potential of any shooting situation, while xThreat and EPV models predict the value of any in-game moment. The first component of the three input dimensions consists of a feature set that describes the current game action in real time for both teams in performance metrics.

Sports 79

Sports Telecommunications Data Consumers 79

Lumoa

DECEMBER 15, 2022

These one-off surveys provide more comprehensive insights into how customers feel about their experience with a brand. For telecom brands, you can also take this a step further by asking your customer service team to call existing or past customers to conduct surveys for feedback. A prime example of this is the retail brand Timberland.

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

Stella Connect

APRIL 4, 2017

As George Orwell might say, some brands’ chat channels are more equal than others. Our StellaService Ecommerce Index studies show progress across the board since 2014, but for many brands, there’s a lot more work to be done. If chat isn’t a priority for your brand, or you don’t offer it, consider this. Really well.

Study 40

Study Policies Ecommerce Comparison 40

ProProfs Chat

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95