Help Scout

JULY 13, 2021

Amazon refuses to refund an outrageous delivery charge In the case of the $7,000 toilet paper , Amazon relied on being technically correct (in that a third-party seller had levied the enormous delivery charge) to avoid any responsibility until their hand was forced by bad press. Bad news for Inspector Gadget. How Bare you?

Chatbots 136

Chatbots Customer Service How To Self Service 136

ClearAction

AUGUST 22, 2020

Customer lifetime value (CLV) is the cumulative profit stream over the duration of a customer’s interest in a brand category. The points of lifetime value in everyday use are to 1) prioritize what’s most pressing, 2) compel action by showing mangers how much business is at-risk, and 3) right-size the action.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

ChurnZero

DECEMBER 27, 2019

This post features a life-like scenario of how to turn your advocate’s absence into an opportunity for a new champion (or should we say star) to be born. . And Other Noteworthy News. Moxie Award Finalist in the Software Category . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category .

e-support 64

e-support eBook Chief Customer Officer B2B 64

SurveySparrow

FEBRUARY 9, 2024

And the best scenario is when your potential clients first learn about you from your sources rather than any potential negative press out there. For example, imagine a customer searching for your brand for the first time online, and the first result is not your website but a news story about some scandal.

Customer Journeys 52

Customer Journeys Marketing Social Media Brands 52

ChurnZero

DECEMBER 29, 2020

Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function. If you enjoyed these posts, don’t forget to subscribe to our weekly newsletter to start your new year with the latest Customer Success insights right in your inbox. . . And Other Noteworthy News.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

NetBase

APRIL 9, 2019

Whether you’re into breaking news, sports, TV fan theories, or a never-ending stream of the internet’s cutest animals, there’s a community on Reddit for you.”. Subreddits are collections of conversations around a particular focus or topic, and you’ll be hard-pressed to NOT find many that apply to your category. “

Analytics 52

Analytics Strategy Effort Score Sports 52

BirdEye

SEPTEMBER 4, 2020

72% of people get news from friends and family. Influencer marketing- Businesses will often use social media influencers to reach new audiences organically. It works like this: businesses reach out to an influencer within their business category. Why does word-of-mouth marketing work? Consumer behavior is changing.

Marketing 91

Marketing Social Media Advertising Course 91

Forrester

MARCH 2, 2015

Each week me and my cohost, Senior Analyst Sam Stern, will be speaking with an analyst from our team about their hot-off-the-press research or discussing relevant CX topics in the news. Read more Categories: CX. In our first episode, Sam interviews me about how to build a shared customer experience vision. Happy listening!

Strategy 40

Strategy Customer Experience How To Customers 40

Currency Alliance

APRIL 15, 2024

Of course, the mid-to-long-tail of customers include people who simply don’t need to spend a lot in your category. This upsets customers, and is likely to make your brand the ‘bad guy’ in the press and on social media if the restrictions ultimately devalue the points/miles. This is in the best interests of both consumers and brands.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Helen Dewdney

SEPTEMBER 11, 2019

In the BBC News report The UK’s ‘worst’ airport revealed, Graham Keddie, the airport’s Managing Director, told BBC Radio Ulster “We have now got a tracking system in place and we’re seeing more than 90% of our passengers going through in less than 15 minutes.” press release. It scored 42% overall.

Survey 48

Survey Airlines Effort Score Travel 48

Answer Dash

JUNE 3, 2020

Throw in fake news, misinformation and rumors and you’ve got yourself a breeding ground for fear. And for many customers, it may be the first time they’re ordering a certain product category without ever having seen the product in the flesh. Instead, we’re opting to shop online. A bad checkout experience is enough to break any trust.

Customer Experience 59

Customer Experience Ecommerce Social Media Omni-Channel 59

ReviewTrackers

NOVEMBER 27, 2018

Founded in 2004, San Francisco-based Yelp has collected approximately 171 million crowd-sourced reviews of businesses in a wide range of categories, from restaurants and hotels to dentists, boutiques, and mechanics. If this is the case, then consider it good news. Business category. Why Claim Your Yelp Business Page?

How To 92

How To Social Media Hotels e-support 92

Eptica

MARCH 31, 2016

According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries. Being able to find answers to their questions quickly is therefore a vital part of the customer experience.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

ChurnZero

JUNE 12, 2020

Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. As a Customer Success leader, you should be able to walk into a board meeting with a crisp slide on what quarterly revenue is up for renewal and at-risk, and why, by category.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

Experience Investigators by 360Connext

OCTOBER 3, 2023

Text Analysis for CX Text analysis isn’t new, but it is becoming more and more reliable to understand our customers like never before. Text analysis is a broad category encompassing a few distinct areas including sentiment analysis, topic modeling, text classification, and text clustering (look for these capabilities as you research vendors).

Feedback 270

Feedback How To Social Media Analysis 270

C Space

JUNE 29, 2020

In a blog post, Brad Bender, Google’s VP in charge of news, said the firm was creating a new licensing program to support the industry. Managing director Paul Hamra said: “With local news under stress, finding new channels and new audiences for our premium content, in safe and curated environments, is a high priority.”.

Brands 52

Brands Social Media Advertising Sports 52

ReviewTrackers

NOVEMBER 27, 2018

Founded in 2004, San Francisco-based Yelp has collected approximately 171 million crowd-sourced reviews of businesses in a wide range of categories, from restaurants and hotels to dentists, boutiques, and mechanics. If this is the case, then consider it good news. Business category. Why Claim Your Yelp Business Page?

How To 50

How To Social Media Hotels e-support 50

Grade.us

MAY 21, 2019

With review management, you and your customers are working together to deliver the good news about. Northwestern University's Spiegel Research Center analyzed 57,000 reviews from anonymous consumers and 65,000 reviews from verified buyers of more than 13,500 unique products in diverse categories. This is also wonderful. Here's why.

Management 37

Management Advertising Feedback Tools 37

Grade.us

NOVEMBER 9, 2018

Jam-packed with insights from around the world and plenty of news for those who are trying to stay on top of the ever-shifting realities of the digital ad space. It Takes a Village: Story Creation in the Digital Age - I'm hard pressed to boil this insightful article down to a few sentences. Econsultancy. There are zillions of options.

Advertising 26

Advertising Resources Tools Social Media 26

Thematic

SEPTEMBER 24, 2018

Won’t load matches & keeps crashing whenever I try to open a message or press “like” on a profile. If we look at how many people have mentioned “waste of money”, we can see that eHarmony is the “winner” (or rather, loser) in this category, and significantly so. I’m not even able to create an account.”.

Effort Score 54

Effort Score Entertainment Fashion Comparison 54

Gainsight

JULY 7, 2021

Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. But little could we imagine the roller-coaster ride ahead as news of a pandemic started to circulate. The venue was booked.

Social Media 45

Social Media Conference NPS Customer Success 45

BirdEye

NOVEMBER 28, 2022

Facebook verified pages that are talked about often in news sources and other publications, but they do not include paid promotional content as notable material for verification. Choose the category that best suits your Page or Profile and Facebook will consider it when reviewing your verification request.

How To 93

How To Social Media Guidelines Tips 93

NetBase

JUNE 15, 2020

Brands require the most accurate, transparent and complete insight available, so we’re excited to announce a significant expansion of our NetBase product, with the addition of LexisNexis’ news media dataset. We’re offering the deepest media and market intelligence, with more than a billion indexed news articles. Unlimited mentions.

Social Media 64

Social Media Analysis Fashion Trends 64

Eptica

APRIL 1, 2020

This all acts as a barrier to deployment with hard-pressed customer service teams essentially feeling they don’t have the time or capacity to create a knowledge base or pick processes for improvement. It also means that self-service has focused on facilitating information rather than going deeper into solving problems.

Self Service 75

Self Service Knowledge Base ROI Hotels 75

West Monroe

JANUARY 25, 2022

The most pressing question facing many banks in 2022 will undoubtedly be: Do we build, partner, or buy the tech solutions needed to orchestrate and execute our end-to-end experience? That’s generally not good news for banks. Build, partner, or buy?

Banking 52

Banking Financial Trends Multi-Channel 52

Kustomer

MAY 28, 2020

There is a very pressing need for change, but it is happening at a much slower pace than what is needed. That’s fun news. In my speeches, I bucket that into three categories and that includes the psychological, technical, and experiential aspects of a strategy. Why This Change is Slow. It’s my second. And a husband.

Culture 52

Culture Customers Competitive Advantage Innovation 52

Eptica

OCTOBER 31, 2019

In all of these cases being able to cope with demand and deliver the experience that customers expect is central to remaining competitive and, especially in the case of the hard-pressed retail sector, can even impact survival. Delivering the right experience, cost-effectively, means focusing on these six areas: 1. Share this page on: Tweet.

Industry 62

Industry Self Service Multi-Channel Retail 62

Talkdesk

FEBRUARY 20, 2020

Anything to improve efficiency so call center managers can achieve more with less is good news. New Talkdesk Outbound Dialer capabilities empower CX-obsessed companies to proactively engage with their customers to deliver effortless, personalized sales, customer service and support, in new and more efficient ways.

Abandon Rate 69

Abandon Rate Contact Center B2B B2C 69

Storyminers

JULY 6, 2020

With a surprisingly relatable, conversational and very entertaining style, David delivers profoundly insightful and hard-hitting content to business audiences across a broad range of industries and categories. She is also a regular contributor to Footwear News covering the retail industry. You can find those stories here. Nick Mehta.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

With a surprisingly relatable, conversational and very entertaining style, David delivers profoundly insightful and hard-hitting content to business audiences across a broad range of industries and categories. She is also a regular contributor to Footwear News covering the retail industry. You can find those stories here. Nick Mehta.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Grade.us

JANUARY 12, 2021

Northwestern University's Spiegel Research Center analyzed 57,000 reviews from anonymous consumers and 65,000 reviews from verified buyers of more than 13,500 unique products in diverse categories. While there are a few bad apples on their platform, most customers seem eager to share the good news. Appropriate category tags.

Advertising 35

Advertising How To Social Media Connections 35

Eptica

MAY 24, 2017

More blogs about Gartner 2017 : L’Occitane – the benefits of a global approach to digital customer experience Coping with disruption through AI and human customer experience Customer Experience in action through Artificial Intelligence Shaping the future of customer experience Press release. Share this page on: Tweet.

Self Service 48

Self Service Customer Engagement Engagement Customer Experience 48

Grade.us

JANUARY 7, 2020

Northwestern University's Spiegel Research Center analyzed 57,000 reviews from anonymous consumers and 65,000 reviews from verified buyers of more than 13,500 unique products in diverse categories. While there are a few bad apples on their platform, most customers seem eager to share the good news. Appropriate category tags.

Advertising 51

Advertising How To Hotels Social Media 51

Grade.us

FEBRUARY 11, 2020

Patients are asked to rate their experience, and most do so with comments and one-to-five star ratings in three categories — overall recommendation, bedside manner and wait time. That’s good news. Some longtime patients use ZocDoc for the convenience, he said, but a typical case is “a 24-year-old with a sore throat.

Healthcare 33

Healthcare How To Insurance Wait Times 33

ChurnZero

AUGUST 28, 2020

At ChurnZero, we segment customers into three preliminary categories: decision makers, champions, and users. Although we’ve given you a quick preview of the pressing onboarding topics we cover, we saved the best for last (and for the eBook). Train them according to how they will actually use your product.

Customer Journeys 59

Customer Journeys eBook Customer Success Metrics 59

NetBase

OCTOBER 4, 2019

The good news is, consumers share, share, share on social – and if brands only listen, they have access to everything they need to soar in every area of brand operations. If you want to be a category leader, you need to get great at spotting trends before they hit mainstream. It’s no longer just about marketing.

Social Media 76

Social Media Tools Analysis Analytics 76

NetBase

MARCH 18, 2019

UC Irvine has had some bad press, of late. It’s had some unfortunate events happen on its campus and that flavors what news outlets and other online participants are discussing about the school, beyond its NCAA performance. But reach out for a demo and we can show you ways to find insight hiding beneath the surface.

Sports 59

Sports Analytics Measurement Data 59