InMoment XI

JANUARY 12, 2024

By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. How customers experience your brand is more important than ever before.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Lithium

SEPTEMBER 29, 2022

Khoros is here to say that there’s much more to customer engagement in the travel industry than Twitter and outdated phone systems. It’s clear that travel brands need to expand their reach into new channels and customer engagement methods, but what might be the best path to accomplish this? A brand could do one of two things.

Hospitality 52

Hospitality Brands Travel Airlines 52

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Beyond the challenges of this moment, brands must look ahead to think about the bigger picture of what CX could look like.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

InMoment XI

MARCH 6, 2024

Elements of the process range from mapping the customer journey, deploying customer experience management software, and capturing customer feedback to tracking customer experience KPIs , developing service training programs, and launching strategic sales and outreach efforts. Make a customer, not a sale.”

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Kayako

AUGUST 25, 2016

It is no surprise that every business dreams of achieving this state of nirvana: converting every customer into a passionate brand advocate. Brand advocates are customers who passionately and proactively recommend your brand to anyone and everyone within their circle of influence, without any expectations in return.

Brands 120

Brands Customer Service Study Poor Customer Service 120

Comm100

NOVEMBER 15, 2022

Firstly, the majority of consumers now want to connect with brands digitally. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver. Next steps.

Omni-Channel 216

Omni-Channel Chatbots Social Media Software 216

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Something has to change, and the author has given companies and brands some ideas to think about. When he talks or writes, I listen.

Customer Service 73

Customer Service Loyalty Programs Customer Retention Metrics 73

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Customer retention refers to the strategies used to keep customers from spending their money elsewhere.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

CSM Magazine

AUGUST 15, 2022

Marketing and sales will be the responsibility of a small business owner, while finance and human resources will be the responsibility of a large corporation owner. It is also possible to increase revenues by encouraging return business through good customer service. Specific tasks will vary depending on the type of business.

Brands 52

Brands Management How To Tips 52

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

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis.

Analysis 208

Analysis Social Media Trends Feedback 208

Magellan Solutions

OCTOBER 18, 2016

Most businesses spend the majority of their resources on getting new customers that they tend to ignore their most prized asset: their existing customer base or network. “It It is cheaper to retain than acquire a customer,” says 70% of respondents from Econsultancy/Responsys Cross-Channel Marketing Report 2013.

Customer Base 40

Customer Base Social Media ROI Customer Retention 40

Horizon CX

AUGUST 7, 2023

Equity – Recognizing that different individuals may require distinct levels of support and resources to achieve fairness and reach their full potential. This diversity enables CX professionals to gain deeper insights into the diverse needs and expectations of their customer base, leading to more tailored and relevant experiences.

Culture 130

Culture Innovation Groups Communication 130

Experience Investigators by 360Connext

FEBRUARY 6, 2024

3 Metrics CX Teams Use to Measure Customer Feedback There are a lot of customer experience metrics teams can track, but we see three most commonly used: Net promoter score (NPS), customer satisfaction score (CSAT), and customer effort score (CES). Just promise us you won’t rely on a magic metric as the answer, ok?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Comprehensive training programs for agents.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

inmoment

AUGUST 19, 2020

Financial services brands know that customers take their money seriously, so many of them leverage experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. Looking for a few real life examples of how brands have done this?

Financial 52

Financial Brands eBook Survey 52

CSM Magazine

MAY 10, 2024

Digging into why customers leave early and coming up with smart plans to keep them can really turn your customer retention numbers around. Onboarding Excellence The initial interaction between your brand and new customers sets the tone for the relationship. Here’s how: 1.

How To 52

How To Social Media Analytics Touchpoint 52

Experience Investigators by 360Connext

DECEMBER 1, 2020

Are Customer Journey Maps Really Necessary? She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

SmartMessage Blog

FEBRUARY 25, 2024

Cross marketing definition is an innovative and collaborative marketing strategy where brands join forces to promote each other’s products or services. This approach leverages the distinct strengths and customer bases of each brand while fostering a synergistic relationship that benefits both.

Examples 52

Examples Marketing Automotive Fashion 52

Comm100

APRIL 2, 2024

Regular engagement also shows customers that their opinions are valued, enhancing their overall perception of your brand. – Optimize Queue Management: Smart queue management techniques are crucial for managing customer wait times, especially during peak periods.

Strategy 238

Strategy How To Wait Times Customer Satisfaction 238

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Comprehensive training programs for agents.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell.

Customer Service 156

Customer Service Customer Retention Loyalty Retail 156

Team Support

APRIL 12, 2024

Self-service support gives customers the ability to control their experience at their pace, while building a sense of confidence in the brand. TeamSupport’s robust self-service capabilities empower customers to do just that, and reduce the workload on your agents.

Self Service 52

Self Service Knowledge Base Resources Technology 52

Comm100

JUNE 8, 2021

24/7 support is becoming commonplace among well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value tasks, improving customer experience. . Route chats to the right agent or resource. Powerful lead generation.

Chatbots 130

Chatbots Resources Connections Consumers 130

Comm100

JUNE 8, 2021

As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it. Route chats to the right agent or resource.

Chatbots 133

Chatbots Resources Consumers Wait Times 133

Comm100

JUNE 8, 2021

As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it. Sign Up Free. Comm100 Free.

Chatbots 131

Chatbots Resources Consumers Wait Times 131

BirdEye

SEPTEMBER 11, 2023

You may have gained seven positive reviews, but that one bad review caused a dent in your brand’s credibility, which you did not expect. And when powered with AI, this becomes one of the best ways for brands to build stellar authority. This means they don’t have to invest time in hiring more resources. Solution: 1.

Management 57

Management Brand Values Resources Social Media 57

ShepHyken

AUGUST 31, 2023

Consistently improving the customer journey and user experiences can help you attract and retain loyal customers. Your customer journey refers to the path that your customers take as they interact with your brand at different touchpoints. Optimize this journey, and growth is well within your grasp.

Customer Journeys 129

Customer Journeys Net Promoter Score Touchpoint Customer Satisfaction 129

Magellan Solutions

FEBRUARY 20, 2024

Discover the secrets of customer service leaders and excel in digital support using their strategies. Your success relies on tailoring partnerships to match your brand’s customer experience. It ensures efficient utilization of resources and quick response to changes in chat volume. Read along!

Company 52

Company Chatbots Customer Satisfaction Abandon Rate 52

Optimove

DECEMBER 19, 2023

Marketers who segment their customer base into smaller subsets based on demographic, psychographic, behavioral, and other criteria are empowered to convey meaningful messages.

Strategy 59

Strategy e-support Lifetime Customer Retail 59

CSM Magazine

MAY 10, 2024

This is why showing gratitude for their support is essential in building customer loyalty and trust. A thank you message can also help to differentiate your business from competitors and create a positive brand image. A simple thank you message can make a big difference in customer satisfaction, loyalty, and trust.

Social Media 52

Social Media Video Customer Satisfaction Loyalty 52

Alida

AUGUST 10, 2017

Everyone working in customer experience (CX) wants to know if their time and resources are well spent. At the same time, CX has to compete with other departments for resources. To earn credibility and influence in the organization and get more resources, CX departments need to prove their worth.

Measurement 147

Measurement How To Effort Score Study 147

Optimove

JUNE 11, 2020

How to Segment Customers Based on Discount Affinity. The first step towards identifying the effect discounts have is to examine the historical data of your customers. By clustering customers based on their discount affinity, you can view how they react to different levels of discounts, and what behavior each range cultivates.

Customers 105

Customers Customer Base Brands Loyalty 105

Win the Customer

JUNE 1, 2016

Today, brands can use social media to strengthen brand awareness, create customer loyalty, and build lasting relationships with customers. Customer loyalty is becoming more and more elusive, especially in our contemporary world. One important way brands can stay contacted with their clients is with an email list.

Customer relationships 52

Customer relationships Brands Loyalty Programs Social Media 52

CSM Magazine

DECEMBER 4, 2023

The process involves meticulous research, careful consideration of various factors such as cost, accessibility, and customer base, as well as long-term strategic planning. These statistics can provide valuable insights into potential customer base and demand for your products or services.

How To 52

How To Transportation Hospitality Resources 52