InMoment XI

JULY 12, 2022

Ostensibly, the goal with this information is to give contact center agents the guidance needed to create Experience Improvement (XI) for customers, but do they have the time and wherewithal to actually sort through comments and data? This strengthens brand connection and creates a customer-centric culture. Let’s get started!

Contact Center 529

Contact Center Metrics Customer Centricity Culture 529

Experience Investigators by 360Connext

AUGUST 4, 2020

What does the data tell us? Growing companies struggle with their lack of data. Large companies struggle with having too much data they have to sort through for real insights. Source: Customer Experience Journey Mapping Course from Linkedin Learning and Jeannie Walters. Lean into the data you have. What do we know?

Customer Journeys 265

Customer Journeys Data How To Social Media 265

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. It is common for consumers to switch channels multiple times throughout the course of an interaction. Your brand needs to deliver on all fronts in order to create a memorable experience for these customers.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

InMoment XI

JANUARY 20, 2024

Retailers have no shortage of data, but they often struggle to make sense of disparate sets – much less identify ways to leverage that data to optimize the customer experience. AI has the ability to analyze and interpret these vast, disjointed data sets. Retail is one industry that’s experiencing major disruption.

Retail 260

Retail Customer Experience Social Media Chatbots 260

InMoment XI

DECEMBER 21, 2021

More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer. Ideally, you want every employee to be not just a brand champion, but an advocate for the value provided by the organization.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The Current Situation with Data.

Data 206

Data Retail Analysis Analytics 206

InMoment XI

MAY 3, 2023

This brand/CX vendor relationship is services driven, and a brand that purchases this type of solution can expect to have a dedicated team of experienced CX and technology experts to check in with regularly (sometimes as often as every week with additional calls if needed) to help the brand with every aspect of their CX program.

Self Service 260

Self Service Customer Experience Resources Survey 260

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Moreover, they become your ultimate cheerleaders, spreading the good word about your brand to everyone they know. Let’s find out!

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Experience Investigators by 360Connext

MAY 7, 2024

Of course, many of us are still early in our AI adoption journey, and we have plenty of other priorities. Those enable programs to analyze data sets, recognize patterns, and deliver outputs we can understand. Yet, there are still challenges in unifying data across channels and systems. We know you might not feel ready.

Strategy 143

Strategy Customer Experience Self Service How To 143

InMoment XI

NOVEMBER 11, 2021

For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past. They fuel your data and, of course, quantify shifts in the trends most important to your experience initiative. What do you think of when you hear the term “market research”? Element 1: Numbers.

Marketing 260

Marketing Trends Report Brands 260

InMoment XI

NOVEMBER 11, 2021

For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past. They fuel your data and, of course, quantify shifts in the trends most important to your experience initiative. What do you think of when you hear the term “market research”? Element 1: Numbers.

Marketing 260

Marketing Trends Report Brands 260

NetBase

SEPTEMBER 4, 2020

Brands need to create a lean, mean data capturing machine that can aggregate, analyze and inform enterprise-wide decision-making. It’s not, of course. Your brand requires a Martech Stack that provides flexibility and robust capabilities to track ROI and identify potential relationships that brands may otherwise miss out on.

Tools 98

Tools Brands Ecommerce Advertising 98

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

ShepHyken

OCTOBER 4, 2019

These are not only customers but brand loyals. Brand loyals are willing to spend more and have more trust in you than other brands. Finding new customers is, of course, costlier when compared to retaining the existing ones. An effective customer engagement platform allows you to reward your brand loyals.

Brands 120

Brands Engagement How To ROI 120

ShepHyken

OCTOBER 2, 2020

The rise of technologies and deep penetration of automation in the business sectors has transformed the way brands interact with customers. Customer data analytics is possible due to the rise of IoT, Big Data, and, of course, AI. Customer data analytics is possible due to the rise of IoT, Big Data, and, of course, AI.

Data 128

Data Advertising Healthcare Contact Center 128

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start.

Social Media 115

Social Media Course Training Marketing 115

Lumoa

FEBRUARY 2, 2023

These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. According to research, 95% of consumers believe customer experience is the key to brand loyalty. A bad CX can motivate customers to abandon the brand altogether. The second is NPS (Net Promoter Score).

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Brandwatch CX

NOVEMBER 3, 2022

The rise of the micro-influencer, a person or account with a niche but engaged following, has seen more and more brands explore new relationships with non-A-listers. The FTC wants influencers to make sure that when they publish sponsored Instagram posts it’s clear to the average person that they have a “material connection” to a brand.

Brands 67

Brands Guidelines Advertising Connections 67

ShepHyken

APRIL 28, 2024

My Comment: I’ve been studying how different brands are creating successful loyalty programs. This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. Years ago, the term “Big Data” became popular. Of course, the trend in AI is at the top of the list.

Loyalty Programs 69

Loyalty Programs Customer Service Self Service e-support 69

CSM Magazine

MARCH 15, 2023

Kevin McGachy, Head of Solutions, Sabio Group explains how data powers excellent CX delivery for contact centre advisors. Whether it’s digital voice, chatbots or conversational AI, brands are collecting more interaction data than ever before – along with a wealth of information detailing specific customer preferences.

Data 52

Data Self Service CRM Groups 52

Brandwatch CX

NOVEMBER 3, 2022

The rise of the micro-influencer, a person or account with a niche but engaged following, has seen more and more brands explore new relationships with non-A-listers. The FTC wants influencers to make sure that when they publish sponsored Instagram posts it’s clear to the average person that they have a “material connection” to a brand.

Brands 60

Brands Guidelines Advertising Connections 60

ModSquad

MAY 13, 2021

Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. When you consider that 92% of consumers trust word-of-mouth recommendations , it’s easy to see how delighted fans can become invaluable brand ambassadors. Anticipate customer needs and staff accordingly.

Ecommerce 119

Ecommerce Loyalty Brands Rewards Programs 119

NetBase

MAY 13, 2020

Just as cell phones have doubled and adapted as business and personal tools, so have brands during the pandemic edition of working from home. Adaptation is the new black, so too, B2B enterprises must become ever more data-driven , agile, and empathetic. Brands are people too, after all. Brands Are People Too.

B2C 98

B2C B2B Brands Trends 98

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And this was as a brand new officer.

Culture 98

Culture Connections Leadership Communication 98

Strativity

JANUARY 6, 2023

In times of economic turmoil, brands tend to think of cost-saving measures such as limiting new products or cutting overheads as the ultimate solution to budgetary woes. The same holds true for your brand. Another way to help consumers get the most out of your brand experience is by nurturing brand ecosystems through smart design.

Brands 52

Brands Apparel Airlines Hotels 52

BlueOcean

DECEMBER 13, 2022

In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program. Furthermore, a McKinsey report revealed that brands with top-performing loyalty programs earn a 15 to 25 percent bump in revenue thanks to their loyal customers, who are either buying more or buying more often (or both).

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Currency Alliance

DECEMBER 4, 2023

Loyalty trends, as we’ve said in our previous years’ trends articles, are interesting to think about – but they are not necessarily reflective of what your own brand should be focusing on in the next year. Let me repeat that: all the top trends are related to leveraging data to create value – so I hope you have your data in order.

Loyalty 59

Loyalty Trends Data Marketing 59

NetBase

MARCH 23, 2020

Brands need ways to sway consumer love in their favor. Let’s explore how you can harness these powerful personalities to connect with your consumers on your behalf. So how do brands ensure their campaigns and messaging come across as truly authentic? Ellen on Authentically Connecting. It depends. Tom Brady? A Kardashian?

Connections 52

Connections Consumers Metrics Brands 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” Show how your customers benefit from the promise of your brand, and how that shows up in their journey. See how fun it is to connect the CX dots?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. She’s a speaker, a Youtube video creator and she’s taking advantage of TikTok as a platform for career advice and education.

Brands 98

Brands Leadership Communication Social Media 98

Gainsight

APRIL 15, 2022

Of course, it’s never that easy. For the best results, organizations need to use data to figure out the best way forward. This enables you to personalize your outreach in a way that helps you connect with each user on a deeper level. Increase brand loyalty. Develop deeper connections. And that’s a huge deal.

Connections 52

Connections e-support Groups Engagement 52

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. If there’s no feedback gathered then they might be badmouthing the brand on other channels like social media. . Customer experience is happening whether you invest in it or not. That’s right. Crazy, right? .

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Kustomer

JANUARY 19, 2023

In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. Data can also be used as a helpful tool when advertising to consumers.

Data 98

Data Customer Experience Customer Journeys Analytics 98

NetBase

SEPTEMBER 1, 2020

Brands around the world are struggling to entice an increasingly depressed populace and may not be feeling lots of love right now. And we have a whole report full of brands using social listening to do precisely that in our latest NetBase Quid Brand Passion Report: Top Global Brands 2020 – and you can too!

Brands 52

Brands Report Social Media Analysis 52

BirdEye

JULY 31, 2023

How do brands collaborate with a social media content creator? On the other hand, social media managers oversee the strategy, planning, and execution of a brand’s social media presence. How do brands collaborate with a social media content creator? Table of contents What is a social media content creator?

Social Media 52

Social Media Brands Multi-Channel Video 52

Hallmark Business Connections

OCTOBER 5, 2020

Loneliness, of course. Isolation is pervasive in today’s climate, and brands have a moral imperative to talk about it, address it, and act with empathy as consumers try to find their way through this new world. What customers need is for brands to care about their day, how they feel, and what they need. Celebrate life’s wins.

Brands 97

Brands Social Media Travel Engagement 97

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections Conference Loyalty Survey 80