Uniphore

JANUARY 21, 2022

What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys. Consumer expectations today are higher than ever. This adds greater confidence and continuity in the healthcare consumer experience. But does it have to be? Healthcare is no exception.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Quadient

SEPTEMBER 28, 2020

Throughout the pandemic a broadband connection has been the only way for many of us to socialize, check on our loved ones, work and learn. . This was the conclusion reached in a June 2020, Quadient-commissioned survey of 2,000 telecom customers across the UK titled, “Is Telecoms Customer Experience Fit for Purpose in the Time of Covid-19?”.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Similarly, employee surveys can gather some actionable feedback. Clearly, there’s a gap to close.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Customers That Stick

SEPTEMBER 18, 2014

Building a base of loyal customers can be one of the most effective ways to increase your profitability and optimize your customer acquisition costs, but what does it take to win the favor of Millennials (consumers who are currently between 18 to 34 years old)? Focus on connecting personally, virtually. Know what they really value.

Loyalty Programs 133

Loyalty Programs Loyalty Social Media Study 133

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). Though companies lag behind in providing exceptional CX, there are simple ways to catch up and forge stronger customer connections. So how can brands keep up with the change? Dismissing the Human Factor.

Trends 53

Trends Customer Experience Comparison Loyalty 53

Comm100

OCTOBER 8, 2016

But 68% of consumers will not go back to a provider once they’ve left, and 80% of them believe the company could have done more to retain their business in the first place. White Papers. Interview your most loyal customers, and encourage anyone who reaches out to customer service to take surveys. Special Reports.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Comm100

JUNE 7, 2016

According to the ICSC (The International Council of Shopping Centers), 78% of consumers still prefer shopping at a physical store. Ask them to fill out an in-person survey, and offer them a gift card or entrance into a raffle for their participation. Your brick and mortar store is just as important as your online presence.

Retail 102

Retail Self Service How To Policies 102

Tricia Morris

OCTOBER 22, 2015

A Quantum Workforce 2015 Employee Engagement Trends Report surveying more than 440,000 employees at nearly 5,500 organizations shows that overall employee engagement is at an eight-year low of 65.9%. But how does employee self-service knowledge separate the best from the rest? Here are seven key ways: 1. Engagement. Customer Service.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

SurveySparrow

APRIL 11, 2021

Someone who got recently introduced to your brand will trust your products more once they start consuming your content daily. . You can try sharing customized email surveys to sign them up on your website/for your webinars with SurveySparrow. You need to connect with your prospective customers on multiple channels.

Strategy 98

Strategy How To Effort Score Social Media 98

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base. Accessible.

Customer Experience 215

Customer Experience Omni-Channel Chatbots Social Media 215

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. business decision-makers surveyed said that word-of-mouth from colleagues and friends would both get them to buy and contribute strongly to passing along positive comments themselves.

Consulting 60

Consulting Loyalty Advertising Analysis 60

Comm100

MAY 20, 2020

Today’s consumer wants choice. On the other hand, omnichannel intelligently connects every channel together and allows agents to manage them from a single, unified console. So why is it so important to connect every communication channel together? White Paper. Download Now.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

LiveChat

NOVEMBER 16, 2018

Not many people make the connection to customer service when you talk to them about content marketing. Content may be of many different types – blog posts, videos, white papers, case studies, and more. While each content type has its pros and cons, the simplest type of content to create (and consume!)

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Comm100

MAY 20, 2020

Today’s consumer wants choice. On the other hand, omnichannel intelligently connects every channel together and allows agents to manage them from a single, unified console. . So why is it so important to connect every communication channel together? Free Download: Customer Engagement 2020 White Paper. White Paper.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Comm100

APRIL 6, 2020

Very few customer service teams can provide 24/7 support, yet today’s consumers are more demanding than ever when it comes to response times outside the 9-5 window. Rule-based automatic routing can instantly transfer a chat based on location, webpage visits, account data, pre-chat survey responses, and much more. White Paper.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Kustomer

AUGUST 4, 2023

Of the 1,000 “connections” you have across social channels or languishing in your contact list, how many do you know well enough to pick up your last conversation where it left off? As consumers, we know the onus is on us to establish contact and provide the context, each and every time we want to “transact” with a business.

Feedback 52

Feedback Insurance Omni-Channel Travel 52

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the live chat provider connect management with agent metrics to optimize workflow and agent efficiency? It can be hard to choose a piece of customer engagement software.

Software 102

Software Customer Engagement Engagement Social Media 102

Kustomer

AUGUST 30, 2018

Of the 100 or 1,000 “connections” you have across social channels or languishing in your ages-old contact list, how many do you know well enough to pick up your last conversation where it left off? No big surveys or elaborate forms. Send : Design a very simple, ideally graphic/emoji-based single question survey.

Feedback 65

Feedback How To Insurance Omni-Channel 65

CSM Magazine

OCTOBER 16, 2020

According to a Global Consumer Banking Survey by Ernst & Young, consumers want to trust and engage deeper with banks, lenders, and credit unions. Clients want high-value propositions, multi-channel connections, and excellent customer service. People have less and less time to read newsletters and answer surveys.

Customer Retention 52

Customer Retention Strategy Multi-Channel Self Service 52

SurveySparrow

MAY 29, 2020

White paper. Do an audience survey. Use SurveySparrow to send them a survey where you ask them these questions to find out if your efforts to develop a brand voice has borne fruit among your audience. Once you are done with the survey, share it with your customers and the public on social media. Blog posts.

Brands 52

Brands How To Social Media Guidelines 52

CustomerSuccessBox

JUNE 27, 2022

Without CS enablement, a CSM would have to go to the marketing division to locate someone to write a white paper or a graphic and then follow up to make sure it happened. If a consumer inquires about a different product or an upgrade, they will be better prepared. Best Practices for Customer Success Enablement.

Customer Success 52

Customer Success Customer Experience Net Promoter Score Customers 52

Magellan Solutions

SEPTEMBER 28, 2017

You probably know by now that B2B lead generation methods differ slightly from B2C lead generation methods, owing to the differences between individual consumers and companies. That’s simply human nature: anything that you find useful or consider valuable, you keep, you share, you connect with.

B2B 60

B2B Strategy Marketing B2C 60

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Companies that fall into this mindset overlook the reason that social media exists in the first place – to give people a platform where they can communicate, connect, and engage with people (and companies!), It’s about making a connection.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

SmartKarrot

JANUARY 7, 2022

Your marketing, IT, and customer experience teams are already doing that by accumulating customer data from social media, surveys, websites, and even sales transactions. Accumulate case studies and white papers (B2B) . Organizations might be using many consumer data platforms (CDPs) to handle customer data.

Social Media 10

Social Media Competitive Advantage B2B Case Study 10

Bold360

NOVEMBER 30, 2016

In other words, a customer or prospect may ask a question about a product via the company’s built-in chat function on its website or through third-party platforms like Facebook and Slack, where consumers are increasingly engaging brands. Why You Need a Chat Bot Strategy. Image via Facebook (Mark Zuckerberg).

Chatbots 40

Chatbots Strategy Self Service ROI 40

Comm100

OCTOBER 17, 2017

Connect with the People You Serve. If a brand does end up actually responding, it’s usually after letting the user hang for an average of 10 hours , even though most consumers consider under 4 hours reasonable. This isn’t exactly a great connection. Download Now. As of right now, Facebook has over 2 Billion active users.

Social Media 122

Social Media Customer Service Customer Care Feedback 122

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. Statista reports that 88% of consumers expect brands to have an online self-service portal. This allows users to ask questions, and the system can provide answers based on content from the knowledge base or connect them to that content so they can find answers. How-to instructions.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

BirdEye

DECEMBER 14, 2022

Connecting: This type of content encourages connection and creates a sense of community around your brand. Connecting content makes your followers feel like they’re a part of your industry and are closely connected with your business. Blogs, guides, and other written content can be time-consuming to create.

Social Media 98

Social Media eBook Infographics Entertainment 98