CSM Magazine

MAY 26, 2020

Reuters Events Free Webinar: Increasing Customer Engagement to Reduce Resolution Times. Delivering a great experience is at the heart of every customer service department. However, engaging a customer on a deeper level is often overlooked in favor of reducing resolution times and increasing efficiency.

Customer Engagement 52

Customer Engagement Engagement First Call Resolution Innovation 52

Alida

AUGUST 12, 2016

Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. How can marketers best engage with millennials? What are the consumer insight best practices when trying to engage millennials? How do I keep millennials engaged?

Customer Insights 100

Customer Insights Engagement Marketing Social Media 100

Gainsight

DECEMBER 14, 2020

At scale, this could cost your business its customer retention rate. This means that now, more than ever, is the time for companies to evaluate and optimize customer journeys to keep their customers engaged and happy. You can communicate with customers through any channel, from in-person to online, to over the phone.

Customer Engagement 52

Customer Engagement Tools Engagement Strategy 52

CSM Magazine

OCTOBER 27, 2022

Improved customer experience – enabling customers to access appointments online or via their mobile device means they don’t need to wait in call centre queues. Localz are experts at digital customer engagement, combining real-time location tracking and multi-party customer communications. About Localz.

Customer Engagement 52

Customer Engagement Self Service Engagement Customer Centricity 52

Retently

APRIL 5, 2024

This interconnected retail context demands a cohesive approach, ensuring that customer experience is consistent and positive, regardless of how or where the customer chooses to shop. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business.

Retail 78

Retail Engagement Strategy Customer Experience 78

Alida

JULY 5, 2019

Twitter knows a thing or two about engagement. They launched Twitter Insiders , run on the Sparq customer insights platform, to uncover direct, consent-based feedback they could use to complement and augment traditional media metrics, behavioral and usage data to become experts in engaging new and receptive audiences for advertisers.

Engagement 154

Engagement Tips Advertising Metrics 154

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? Customer engagement is successful to the degree that the rest of the company empowers its success. It’s an enterprise-wide imperative.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Lithium

OCTOBER 2, 2018

Right now , your customers hold you to a high standard, especially when it comes to digital engagement, because that’s where they spend their time… almost 6 hours a day , on average. Right now , your customers expect you to know them. We are the category creators of branded communities, social marketing and social care.

Customer Engagement 53

Customer Engagement Engagement Government Connections 53

Beyond Philosophy

MAY 7, 2022

In this episode, we talk with Chief Marketing Officer of Verint, Celia Fleischaker about the third part of the Customer Science fusion formula, data, and how to ensure that you are using all of yours. Verint is an expert in the Voice of Customer and have been for over 25 years. Customer Experience Information & Resources.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

Forrester's Customer Insights

MARCH 8, 2023

Is customer success becoming the new customer experience (CX) at B2B firms? Forrester’s customer engagement research group is, too! What is the range of responsibilities commonly shared by B2B CX teams like yours? Are you interested in the answers to questions like these? We want to […]

Customer Engagement 26

Customer Engagement Engagement Sales B2B 26

CSM Magazine

APRIL 18, 2023

Understanding customer insights is essential to maximizing the return on your business investments, as expected. And in this article, we’ll explore some strategies for using customer insights to drive meaningful growth—focusing on how companies like yours can use these powerful tools to increase their ROI significantly!

Return on Investment 52

Return on Investment Customer Insights Strategy Competitive Advantage 52

CCO Council

JUNE 3, 2014

Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. What are the most important advocacy activities that support the engagement strategy?

Customer Engagement 81

Customer Engagement Engagement Strategy Chief Customer Officer 81

SurveySparrow

AUGUST 16, 2019

Customers love a streamlined buying experience, so businesses that can automate it are going to make a positive impact. Chatbots are a great example of AI customer engagement. They are programmed with conversational algorithms that can be used in several different customer scenarios.

Customer Engagement 58

Customer Engagement Sales Engagement Chatbots 58

Lithium

JUNE 11, 2019

Right now , your customers hold you to a high standard, especially when it comes to digital engagement, because that’s where they spend their time… almost 6 hours a day , on average. Right now , your customers expect you to know them. We are the category creators of branded communities, social marketing and social care.

Customer Engagement 40

Customer Engagement Engagement Government Connections 40

Lithium

JUNE 11, 2019

Right now , your customers hold you to a high standard, especially when it comes to digital engagement, because that’s where they spend their time… almost 6 hours a day , on average. Right now , your customers expect you to know them. We are the category creators of branded communities, social marketing and social care.

Customer Engagement 40

Customer Engagement Engagement Government Connections 40

Lithium

JUNE 11, 2019

Right now , your customers hold you to a high standard, especially when it comes to digital engagement, because that’s where they spend their time… almost 6 hours a day , on average. Right now , your customers expect you to know them. We are the category creators of branded communities, social marketing and social care.

Customer Engagement 40

Customer Engagement Engagement Government Connections 40

Bold360

APRIL 20, 2021

In times of rapid change, such as all of 2020 as companies adjusted (and readjusted) to the impact of COVID-19, having this data-enabled agility helped businesses future-proof their customer engagement. CX optimization can begin simply through monitoring what users are looking for when they’re engaging with your chatbot.

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

Totango

JUNE 1, 2021

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Understanding Customer Success Data.

Customer Insights 69

Customer Insights Software How To Touchpoint 69

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Beyond Philosophy

MAY 12, 2022

I came to this realization in a discussion I had recently with a voice of customer expert. I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker. So, what’s the takeaway?

Customer Insights 78

Customer Insights Contact Center Voice of Customer Analysis 78

SAP Customer Experience

NOVEMBER 7, 2023

How the Customer Data Platform is Redefining Retail By Peter Gergen, Solution Architect CX Currently, there is a transition from traditional retail experiences, characterized by generic product placements, impersonal offers and often frustrating checkout lines, to individually tailored customer experiences with a special focus on customer interests. (..)

Retail 73

Retail Customer Insights Customers Data 73

Forrester's Customer Insights

JUNE 14, 2022

It's customer marketing’s job to track and report on value to the business. You might not have received a lot of guidance from leadership on this, especially if your organization isn’t mature in its approach to postsale engagement. Begin by understanding what matters to the company.

Engagement 47

Engagement Customer Engagement Leadership Report 47

SurveySensum

NOVEMBER 22, 2023

Do you know that 88% of online customers don’t return to a website after a poor user experience? That’s why offering a seamless experience is crucial to keeping visitors engaged and returning for more. Through website feedback – a compass guiding you toward satisfied customers and higher profits.

Feedback 52

Feedback Customer Insights e-support Social Media 52

McorpCX

JUNE 13, 2022

Our session focused on sharing a framework for generating customer insights that lead to better ROI. We shared and discussed our customer insights framework, and we all learned some new things. Our audience was made up of active digital experience practitioners.

ROI 59

ROI Customer Insights Customer Experience Groups 59

Alida

MARCH 30, 2017

Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. At a recent Vision Critical webinar, Sam Trimboli, consumer insights specialist at Price Chopper, joined us to discuss how customer insight is helping the company thrive in the increasingly fragmented grocery industry.

Customer Insights 100

Customer Insights Industry Innovation Sales 100

Comm100

NOVEMBER 23, 2022

We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service. Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

InMoment XI

FEBRUARY 5, 2024

Businesses with more positive reviews are likely to appear higher in local search results, increasing their visibility to potential customers. Customer Engagement: Responding to reviews, both positive and negative, allows businesses to engage with their customers.

Competitive Advantage 260

Competitive Advantage Software Feedback Guidelines 260

Totango

JUNE 25, 2019

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. How to Gather Customer Insights that Matter.

Customer Insights 68

Customer Insights Software How To Touchpoint 68

Forrester's Customer Insights

APRIL 11, 2019

In 2003, Fred Reichheld, who was by then a partner at Bain & Company, introduced a way of measuring how well an organization treats its customers. This metric also assessed how well a firm generates relationships worthy of loyalty. Sixteen years later, most business people recognize this metric as the Net Promoter Score™.

Net Promoter Score 47

Net Promoter Score Customer Engagement Engagement Marketing 47

CCO Council

NOVEMBER 2, 2017

Customers with the best experience generate 140% more revenue. Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Comm100

APRIL 10, 2024

Delivers training and onboarding assistance to new customer service agents. Using these insights, businesses can make the necessary changes to improve their service offering. Optimizes workflows to create a better, quicker service. Offers multilingual support.

Customer Service 212

Customer Service Chatbots Analytics Customers 212

Forrester's Customer Insights

SEPTEMBER 17, 2018

When a car insurance company wanted to boost customer engagement during the onboarding process, it turned to personalized video. No longer a gimmick, brands across verticals use the technology to create unique customer experiences at scale.

Video 30

Video Customer Engagement Engagement Insurance 30

Totango

JUNE 25, 2019

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. How to Gather Customer Insights that Matter.

Customer Insights 49

Customer Insights Software How To Touchpoint 49

InMoment XI

MARCH 26, 2024

Learning how to request a review is a great way to perform customer outreach. It encourages customer engagement and fosters a sense of community around your brand. When your customers feel that their opinions are valued, they are more likely to engage with your company and become loyal advocates.

Examples 260

Examples Brands Strategy How To 260

Forrester's Customer Insights

FEBRUARY 6, 2024

Amid a competitive healthcare landscape and younger generations’ increasing skepticism toward health insurers, health plans must reimagine their engagement approach to foster loyalty, trust, and connection with their members.

Engagement 28

Engagement Healthcare Insurance Loyalty 28

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Forrester's Customer Insights

JUNE 5, 2018

SAP announced a new name, market position, and strategy for its customer engagement portfolio. C/4HANA attempts to remind […].

Customer Engagement 27

Customer Engagement Engagement Industry Sales 27