Feedbackly

MAY 11, 2023

In this age of convenience, customers demand a lot more agility from brands than before, and omnichannel customer experience is one of them. It is a term that got increasingly popular ever since e-commerce disrupted the traditional market. But, it wasn’t until a decade ago that it became a necessary strategy for every business, and it was fuelled by the increase in digital channels available for customers to connect with a brand.

Omni-Channel 52

Omni-Channel Customer Experience Customers Touchpoint 52

Adrian Swinscoe

MAY 9, 2023

This is a guest post by Sarah Robbins, Vice President, Customer – International at Khoros. Social media has been crucial for marketers amidst the cost of […] The post Instant, Urgent, and Immediate – The experience today’s consumers want first appeared on Adrian Swinscoe.

Consumers 76

Consumers Social Media Customer Experience Customers 76

Zonka Feedback

MAY 9, 2023

With Customer Feedback, understand what your customers want and offer targeted solutions to retain them over the long term. Getting customers is only half the battle, keeping them is the other half that requires much more effort. Intercom once witnessed customer churn when it started losing customers at an alarming rate, with a churn rate of 5.5% per month.

Feedback 52

Feedback Customers Customer Satisfaction Management 52

Doing CX Right

MAY 7, 2023

Joe Folkman, a leadership expert, and Stacy Sherman explain the importance of trust in business and 3 proven ways to build and repair relationships when broken. The post The Trifecta of Trust: A Blueprint for Customer Experience Success appeared first on Doing CX Right.

Customer Experience 59

Customer Experience Customers Leadership Customer Retention 59

Speaker: Joe Cicman - Principal Analyst at Forrester, and Jason Cottrell - CEO & Founder at Orium

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

Retail

eglobalis

MAY 9, 2023

Designing a differentiated B2B experience – a 22 step challenge The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.

B2B 137

B2B Customer Experience Customer relationships Loyalty 137

Ann Michaels and Associates

MAY 9, 2023

When you are in the business of evaluating customer services levels for your clients, you tend to notice the details. Walk into an ice cream store with your kids or grandkids and you are automatically in tune with the “vibe” of the store. Is there music playing? How easy/hard is it to figure out the menu options? Were you greeted when you walked in the door?

Customer Experience 52

Customer Experience Customer Service Customers Social Media 52

ShepHyken

MAY 10, 2023

There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.” In reality, employees aren’t breaking any rules. They are finding ways to take care of the customer while not breaking the “rules” mentioned above.

Customers 65

Customers Customer Service Training Customer Service How To 65

Beyond Philosophy

MAY 11, 2023

We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

Customer Engagement 157

Customer Engagement Engagement Customers Social Media 157

Gainsight

MAY 10, 2023

By Nick Mehta, CEO, Gainsight What does ANYONE want to talk about in business right now besides generative AI? Maybe the Met Gala outfits? It’s the number-one unprompted topic in every single conversation I have with a Customer Success (CS) leader or CEO. As we’ve reflected at Gainsight, the opportunities abound for a revolution in Customer Success using generative AI.

Customer Success 52

Customer Success Customers Customer Experience Meeting 52

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.

Customer Experience 208

Customer Experience Feedback Analysis Customers 208

Experience Investigators by 360Connext

MAY 9, 2023

The post [Experience Action Podcast] Getting Data Right [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

Data 143

Data 143

Beyond Philosophy

MAY 6, 2023

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.

Customer Engagement 147

Customer Engagement Engagement Customers Customer Experience 147

TechSee

MAY 11, 2023

It’s almost a joke now, isn’t it? You go to a popular fast food chain or pharmacy, or something similar and find that whatever you were there to do, get a milkshake, or print some photos, can’t be done because “the [insert machine] is down” One reason could be that these machines are complex pieces of equipment that require regular maintenance and cleaning.

Self Service 109

Self Service Video Trends Course 109

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Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.

Customer Centricity

ReviewTrackers

MAY 11, 2023

A small business is defined as an organization that employs 500 people or less. Surprisingly, small businesses are responsible for over 50 percent of the jobs in the United States, and there are over 22 million small businesses currently active in the economy. Over half a million small businesses get started every month, but very few survive. For a small business to survive and thrive, it is essential to get the basics right and find creative ways to create buzz about their offering, without sac

Management 123

Management Multi-Channel Advertising Customer Experience 123

Russel Lolacher

MAY 7, 2023

In this episode of Relationships at Work, Russel chats with DEI consultant and author Minette Norman on the playbook to follow to create psychological safety and be more human in the workplace. A few reasons why she is awesome  —  she is a keynote speaker and the name on the sign for Minette Norman Consulting LLC, helping leaders create more diverse, equitable and inclusive.

Feedback 102

Feedback Culture Groups Employee Experience 102

Doing CX Right

MAY 12, 2023

Discover the hidden connection between Motherhood and Customer Experience leadership and how to balance both for positive outcomes. The post The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles appeared first on Doing CX Right.

Leadership 98

Leadership Customer Experience Connections Customers 98

SaleMove

MAY 12, 2023

How banking institutions can unify asynchronous messaging & real-time interactions to breakdown silos for improved efficiency, customer experience & results. The post Flattening Secure Messaging Speed Bumps appeared first on Glia Blog | Digital Customer Service Explained.

Customer Experience 98

Customer Experience Banking Customer Service Interaction 98

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Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

Feedback

MiaRec

MAY 11, 2023

There are several factors you need to consider when researching Voice Analytics solutions for your contact center. You might have questions such as, "What makes one solution different from another? How can I ensure I get the best ROI for my purchase?" While Voice Analytics solutions can look similar at first glance, they are not one-size-fits-all.

Contact Center 98

Contact Center ROI Analytics 98

BirdEye

MAY 12, 2023

Almost every business uses referrals and swears by their effectiveness in driving more traffic, generating more leads, and increasing sales. And with good reason – 84% of consumers trust referrals. However, not all referral programs are successful. The key is to develop referral campaigns that are easy to use and track. And that’s what referral codes are for.

Examples 98

Examples Customer Experience Apparel Brands 98

2020 Research

MAY 10, 2023

You know how important brand tracking is to help your organization stay competitive and better connected with customers. Unfortunately, navigating the complexities of brand tracking and pulling out actionable insights can be daunting. That’s why we’ve compiled “ 6 Tips for Success with Brand Tracking” to help improve your brand tracking experience.

Brands 98

Brands Tips eBook Customer Experience 98

DemandJump

MAY 9, 2023

When creating an SEO strategy, you’ve got a lot to think about. You have to look at where you’ve succeeded and failed in the past. You have to audit your previous content to make sure it’s still relevant and up-to-date. You have to scan through your website’s technical environment to make sure everything from that end is accurate and working. Needless to say, it can get overwhelming putting all the pieces together.

Strategy 98

Strategy 98

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In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p

Contact Center

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work.

Contact Center 98

Contact Center Management Engagement Customer Experience 98

BirdEye

MAY 11, 2023

If you’re a mortgage broker or a loan officer, generating mortgage leads is your top priority. A steady stream of purchase-intent leads is vital for your businesses and you’re always seeking to fill your leads pipeline for the next quarter. But the process of generating these leads can be challenging, especially in the competitive real estate and mortgage industry.

Social Media 98

Social Media How To Customer Experience ROI 98

West Monroe

MAY 9, 2023

The banking industry is experiencing systemic change from all sides—volatile markets, increasing dependence and influence of technology, and both shifting consumer and corporate banking demands—and it feels like any moment there could be another shoe that drops. There’s also heightened awareness and scrutiny around risk and whether organizations are equipped to protect their systems and customers.

Banking 98

Banking Government Survey Technology 98

DemandJump

MAY 9, 2023

When was the last time you Googled something? Chances are, it was just a few seconds before you ended up here. And this probably wasn’t your only search for the day. For businesses that implement the right search engine optimization (SEO) strategies, organic search can result in increased visibility and brand awareness. For businesses that don’t…well, over 90% of content gets zero traffic from Google.

Strategy 98

Strategy Brands 98

Advertiser: ZoomInfo

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

Touchpoint

kommunicate

MAY 11, 2023

Last Updated on May 11, 2023 In recent years, chatbots have become increasingly popular due to their ability to automate customer service and improve user experiences. With advancements in natural language processing (NLP), chatbots can now understand and respond to human queries more effectively than ever before. One of the most widely used messaging apps [.

Chatbots 98

Chatbots How To User Experience Customer Service 98

BirdEye

MAY 9, 2023

According to industry analysts, people are four times more likely to purchase when referred by a friend. From referral cards to social media plugs online, a referral program is the golden egg for businesses. One of the best methods to ensure your customers can easily promote your business is to create an incentivized referral card program. And if you are wondering how to do that, this blog post explores everything you need to know about referral card ideas and creating referral cards for your bu

Customer Experience 98

Customer Experience Rewards Programs Customers Brands 98

West Monroe

MAY 8, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "The Digital Economy: Is a Recession Really Coming?" on Spreaker. About the episode A recent survey reveals 93% of CEOs are preparing for a recession. When will it happen?

Banking 98

Banking Consumers Conference Policies 98