InMoment XI

AUGUST 22, 2022

It turns out that your greatest asset in your efforts to create an excellent customer experience (CX) can actually be one of your greatest costs. Your employees, of course! Here is a quick equation you can use to add up the exact cost of training employees for your brand: Sounds like a lot, right? What are we talking about?

Employee Experience 260

Employee Experience eBook Employee Engagement Call Center 260

NetBase

MAY 17, 2019

Luckily, luxury brands in all stages of growth can use predictive capabilities to stay ahead of demanding consumer needs and edge out competitors. If you want social consumers to talk about your brand – and of course you do! Just as the products and brands are next level, so too are the influencers. Here’s how.

Customer Care 52

Customer Care Engagement Fashion Social Media 52

BlueOcean

JULY 5, 2016

If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? The Facts About Social Customer Care.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

C3Centricity

JULY 8, 2020

What makes a website great for your potential customers? One that encourages current and potential customers to both see and engage with your content. 9 Essentials of a Customer Centric Website. Checking a website is often the first step a customer makes when they are interested in a brand or manufacturer.

Engagement 207

Engagement Entertainment Customer Centricity Social Media 207

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

Comm100

APRIL 6, 2020

There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring to what people are calling ‘omnichannel’. But what does ‘omnichannel customer engagement’ even mean? Omnipresent . Here’s how: .

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

BlueOcean

MARCH 20, 2017

Did WAH move from something to be avoided to something to be embraced over the course of just a few years? After all, you’re already trusting your entire brand to an outsourced call center partner. We’ve found that this cultural immersion in our client’s brand and in Blue Ocean’s values happens best in person. So what happened?

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

Interactions

MARCH 26, 2020

Hold times that seem to last hours, phone trees that are impossible to navigate, and rigid voice prompts forcing customers to speak like a robot. This type of experience is detrimental to customer satisfaction for many reasons and engaging with contact centers can be frustrating even without long hold times or robotic prompts.

Customer Care 71

Customer Care Contact Center Hospitality Travel 71

BirdEye

JULY 31, 2023

Generating more engagement, reaching new audiences, and strengthening the community are the top three marketing goals for businesses using social media to showcase their products or services. How do brands collaborate with a social media content creator? How do brands collaborate with a social media content creator?

Social Media 52

Social Media Brands Multi-Channel Video 52

NetBase

MAY 8, 2020

And we’re sharing five brands that are beating the odds and winning eCommerce buzz during a global pandemic. Starting in April, not too long after stay-at-home orders were put into place because of COVID-19, TRX made their professional education courses virtual and free of charge via Zoom. Quite a feat! And TRX is doing just that.

Ecommerce 64

Ecommerce Brands Social Media Effort Score 64

Experience Investigators by 360Connext

JANUARY 23, 2024

It’s all about connecting wherever your customers are. That means charting a course for JUST “mobile-first” is a short-sighted way to serve all customers. Start with your customer’s journey, then determine what channels need better attention and design to serve them. Spread the joy inside and out!

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

NetBase

JANUARY 23, 2020

Brands monitoring social media with next generation AI-powered social listening are taking full advantage of all online offers by engaging playfully, and relevantly, with consumers in real-time. Cleaning Up Online with Playful Engagement. Sports fans are a competitive lot. Capturing a spike in mentions as they happen is crucial.

Consumers 67

Consumers Engagement Social Media Sports 67

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

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 61

Self Service Trends Customer Service Chatbots 61

NetBase

APRIL 9, 2020

With uncertainty all around us, the time has never been better to do an internal brand analysis, and cosmetic brands have a bevy of untapped insights to explore. Next generation AI-powered consumer and market intelligence works wonders when combined with brand specific customer data – assuming you have the right solution! ?Customer

Brands 60

Brands Social Media Fashion CRM 60

NetBase

AUGUST 15, 2019

What is being said about your brand online right now matters. So, which conversations and resulting “stories” do brands need to be aware of with their social listening ? How can a brand possibly have a handle on every story swirling around it online? Some are about your brand. Here’s why. Whose names surface – and why?

Brands 60

Brands Course B2C Trends 60

Storyminers

JULY 29, 2016

And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . Stop trying to “satisfy” customers.

B2C 124

B2C Customer Retention Strategy Brands 124

NobelBiz

MARCH 29, 2022

With the growth of digital technologies and the rise of new communication channels, the notion of consumer engagement took a whole new dimension. It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers.

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52

Storyminers

JUNE 3, 2022

Because CX gives us the opportunity to use customer experience as a company’s strategy , to differentiate its brand , and to bring greater value to customers and to shareholders at the same time. After all, customers prefer buying experiences over selling experiences. Of course, it’s extremely important.

Trends 147

Trends Customer Experience Wireless Entertainment 147

SurveySparrow

MARCH 14, 2020

While it is important that you have a mechanism to get leads on auto-pilot, you are bound to lose them later on if you don’t have a strategy to keep them engaged. Customer engagement is the measurement of your customer’s engagement with your content or product. Benefits of Measuring Customer Engagement.

Metrics 81

Metrics Customer Engagement Engagement Social Media 81

NetBase

JANUARY 15, 2019

Here’s why – and how any brand can go about it. Look at conversations leading up to major holidays, or even engagement levels surrounding whimsical holidays , to find new ways to deliver what your customers want. Which of them brought your brand the desired results? Sleuth out the journey of your brand over the duration.

Social Media 53

Social Media Brands Analytics Consumers 53

ShepHyken

FEBRUARY 12, 2024

For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. My Comment: It has never been easier to personalize an experience for your customers. The one and only Taylor Swift.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

C3Centricity

JUNE 25, 2020

This week I give you ten simple actions to accelerate your organisation along its path to an improved customer-first strategy. #1 Do all your brands have a clear description of their target audience? 2 Assess the Optimum Way of Connecting with Your Customers. Brand #Communications #Marketing Click To Tweet. #3

Customer Centricity 177

Customer Centricity Competitive Advantage Trends Brands 177

BirdEye

SEPTEMBER 12, 2023

There is heavy competition among brands on social media. Social media marketing is important for businesses of all sizes as it helps you reach your target audience, build relationships, and foster a community that aids brand recall efforts. Who are your customers? Which hashtags will you use?

Social Media 105

Social Media Guidelines Video Analytics 105

Clarabridge

OCTOBER 26, 2015

Of course, he was talking about customer experience—but this time, Sid was the customer having the experience. Social in particular, because it’s not the dominant path for communication between customers and airlines, does tend to have a shorter queue,” he said. A social customer care agent responded within minutes.

Customer Care 40

Customer Care Examples Social Media Airlines 40

BlueOcean

NOVEMBER 6, 2019

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. And that beginning is this – PayScale cites an average $13/hour for a customer service rep.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

COPC

FEBRUARY 15, 2023

Webinar: Service Journey Thinking Learn our comprehensive approach to helping brands improve customer satisfaction and loyalty throughout the service journey. Watch the Service Journey Thinking Webinar Understand Drivers & Expectations It is best first to understand what prompts customers to contact you.

Self Service 85

Self Service Chatbots Guidelines e-support 85

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity. Do the agents seem fully engaged?

Video 156

Video Customer Care Leadership Culture 156

BlueOcean

JANUARY 22, 2019

While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Consumers Expect Brands to Know Their Personal Preferences. And then, of course, you need to empower agents to make decisions.

Consumers 204

Consumers Trends Customer Experience Strategy 204

CCO Council

NOVEMBER 13, 2019

In combination, those capabilities support the outcomes or objectives, we have talked about: customer acquisition, retention, effort (ease of doing business), engagement, adoption, value, and brand advocacy. Customer engagement plays a crucial role in sustaining Ease of Doing Business.

Engagement 40

Engagement Customer Care Customers Customer Engagement 40

Comm100

APRIL 30, 2021

Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. To help you navigate this important but difficult space, here are our top 5 tips for social media customer service. Should it be customer service?

Social Media 130

Social Media Tips Customer Service Training 130

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. In other words, failing to provide adequate customer service can be enough to trigger a negative NPS score and, consequently, drive customers away.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

BlueOcean

OCTOBER 17, 2019

Whether you engage a consultant for this phase or handle the research within your own team, you need a clear picture on the “must haves” from your language needs and location preferences to the industry experience you’d like to see in a partner. Ideally, there will be a unanimous answer among your team.

Contact Center 149

Contact Center How To Effort Score Comparison 149

Michel Falcon Experience

JANUARY 3, 2020

As leaders of our businesses we need to do the following habitually in order to improve our customer experiences: Make improving customer experience a priority, instead of a thought or idea. Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Customer Service Skill #2.

Customer Service 99

Customer Service Strategy Culture Call Center 99

Experience Investigators by 360Connext

AUGUST 9, 2022

Take the Proactive Path: Whenever another survey, a new metric, or even an ongoing feedback program is rolling along, customer experience leaders need to ask one critical question: WHY? And that question, of course, leads to others. There are often assumptions about what great customer experience means.

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

NetBase

OCTOBER 5, 2018

Renewed focus on creating a top-notch customer experience is all the rage – in fact, it’s table stakes. So why are brands missing so many opportunities on the customer experience analytics front? Customer Satisfaction Tops the Priority List. This is great, of course, but what does that really mean?

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45