InMoment XI

AUGUST 3, 2023

While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences.

Analytics 488

Analytics Customer Insights Data Social Media 488

ShepHyken

NOVEMBER 14, 2022

It’s a robust white paper published by Harvard Business Review, focusing on partnering with the best experts (vendors) in the customer experience (CX) world. If you find the right vendor, one who is focused on you and your organization’s success, you’ll quickly realize that it’s more of a partnership. It’s a video.

Customer Service 70

Customer Service Loyalty Programs Loyalty Tips 70

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Analytical Leaders Infuse Data Science Principles, Machine Learning Capabilities throughout their Customer Program.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Analytical Leaders Infuse Data Science Principles, Machine Learning Capabilities throughout their Customer Program.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

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%. Customer Service. But how does employee self-service knowledge separate the best from the rest? Here are seven key ways: 1.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Beyond Philosophy

DECEMBER 5, 2017

. • Commitment to the customers – Commitment to understanding customer needs, and to performing in a manner which provides customers with optimal experiences and relationships, as well as delivering the highest level of product and/or service value. We’ve seen employee surveys where there are no customer-related value elements.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68