Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. This is where CX metrics for success come into play. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact.

Customer Experience 59

Customer Experience Metrics Customers Effort Score 59

Kustomer

SEPTEMBER 12, 2023

All of a sudden, the term ”artificial intelligence” is everywhere. From AI-enhanced selfies on social media, to the 2023 launch of ChatGPT (and even a 2-minute, satirically acclaimed text-to-video remake of “The Lord of the Rings ”) — generative AI in particular seems to be the internet’s shiny new toy. In reality, AI has been integrated into our everyday lives for years now, especially for the average customer.

Self Service 52

Self Service Chatbots CRM Customer Service 52

Daniel Group

SEPTEMBER 13, 2023

Act on Customer Feedback the Right Way — Make Your CX Team Effective Have you ever wondered how to act on customers’ feedback to ensure they stick around? The secret lies in how you handle it. The power of attentive listening, timely response, and consistent improvements cannot be understated. This blog unravels the imperative of acting on customer feedback – from addressing immediate concerns to rectifying long-standing organizational and cultural challenges to where your CX leadership co

Feedback 52

Feedback Customers Customer Experience B2B 52

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit.

Customer Experience 208

Customer Experience Strategy Customers NPS 208

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

InteractionMetrics

SEPTEMBER 13, 2023

McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction than consumer companies. One reason B2B companies underperform on customer satisfaction is they are more complicated — with more moving parts — than retailers. But another reason is that without knowing it, many B2B’ers may rely on a consumer approach to CX when, in fact, B2B CX is different in five key ways.

B2B 52

B2B Customer Satisfaction Customer Experience Touchpoint 52

Beyond Philosophy

SEPTEMBER 9, 2023

Is your data ready? Is your team ready? Are you ready? Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience. The next competitive battleground for organizations will be predictive experiences, or experiences that anticipate customers’ needs. The ability to make these predictions is AI-driven.

Customer Experience 78

Customer Experience Customers Data Analysis 78

BirdEye

SEPTEMBER 11, 2023

Satisfied customers build successful businesses. Every business works to keep its customers happy, provide the best service, and become the #1 choice for its customers. But this goal is getting harder and harder to accomplish in the increasingly competitive business landscape. This is especially true for multi-location businesses catering to local customers.

Customer Experience 111

Customer Experience Customers Self Service How To 111

C3Centricity

SEPTEMBER 12, 2023

In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are […] The post Building Customer Trust and Loyalty: The Foundation of Successful Businesses first appeared on c3centricity.

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Loyalty Customers Customer Centricity Strategy 226

Cyara

SEPTEMBER 12, 2023

Collecting customer feedback without integrating it into a comprehensive and valued program that guarantees actionable insights wastes not only your organization’s time, but also your customers.

Feedback 76

Feedback Customers 76

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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

InMoment XI

SEPTEMBER 14, 2023

In the interconnected world of today, reputation management has evolved from a luxury to an absolute necessity. This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 260

Brands Management Social Media Customer Experience 260

IntouchInsight

SEPTEMBER 13, 2023

This month at Intouch Insight we have introduced several new updates to our CX platform. These changes will help you get the most out of your data so you can begin action immediately.

Data 296

Data 296

Experience Investigators by 360Connext

SEPTEMBER 12, 2023

”Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?” How do we define success?” Performance reviews can be rough from both sides of the table. They are often full of assumptions and expectations. However, these hard conversations are necessary.

Customer Experience Professionals 143

Customer Experience Professionals Customer Experience Measurement Customers 143

Comm100

SEPTEMBER 12, 2023

At first glance, the latest enrollment figures paint a bleak picture. There are over 1.09 million less students in higher education today than there were 5 years. However, there are notable signs of improvement. Freshmen enrollment grew by 9.2% from spring 2022 to spring 2023 , on top of a 10.6% increase the previous year. Nonetheless, competition remains incredibly tough.

Management 130

Management Strategy Financial Resources 130

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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

InMoment XI

SEPTEMBER 12, 2023

In today’s cut-throat market, differentiating your brand is more important than ever. What better way to outsmart your competitors than to understand them intimately? Competitive analysis offers you this lens. This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies.

Analysis 260

Analysis Marketing Competitive Advantage Customer Experience 260

IntouchInsight

SEPTEMBER 13, 2023

It’s hard to believe that fall is right around the corner! But we’re closing out summer with some hot consumer data from our regular Flash Points ; pulse surveys of everyday consumers across North America on a wide range of issues affecting customer experiences.

Loyalty 156

Loyalty Customer Experience Survey Consumers 156

Upstream Works

SEPTEMBER 14, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post AI for Cost Savings? Beware the Service Recovery Paradox appeared first on Upstream Works.

Connections 145

Connections Management 145

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. The same thing happens with employees inside an organization. You can usually find someone who seems to be doing more than expected – something that’s not in their job description.

Customer Experience 154

Customer Experience Customer Service Customer Service Training Customers 154

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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

BirdEye

SEPTEMBER 15, 2023

Sales is one of the most important functions in every organization – it defines your growth and business success. Anything you can do to bring efficiency and agility to this function, you must embrace it, and that begins with using AI in sales processes. Sales professionals need insight, reports, and innovative ways to reach potential customers.

Sales 111

Sales Customer Experience Chatbots Customers 111

eglobalis

SEPTEMBER 12, 2023

What's next in VoC as traditional customer surveys fade from our memories? The end of surveys! The post What’s next in VoC as traditional customer surveys fade from our memories? appeared first on Eglobalis.

Survey 103

Survey Customers Customer Centricity Analytics 103

AWS Machine Learning

SEPTEMBER 14, 2023

Today, generative AI models cover a variety of tasks from text summarization, Q&A, and image and video generation. To improve the quality of output, approaches like n-short learning, Prompt engineering, Retrieval Augmented Generation (RAG) and fine tuning are used. Fine-tuning allows you to adjust these generative AI models to achieve improved performance on your domain-specific tasks.

Training 105

Training Comparison Sports Data 105

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Since I thought many of you were facing the same projects, this newsletter issue will explore what he said.

Self Service 88

Self Service Customer Experience Customer Journeys Customers 88

Speaker: Tim Buteyn

Let's set the scene: you’ve identified a critical performance gap in your organization and need to close that gap. A colleague suggests training, but you suspect there’s something going on that training can’t address. How can you determine if training is the right solution before you commit your budget and resources to a new training program? In this webinar, you will learn how to determine if training is the right solution using the Behavior Engineering Model.

Training

BirdEye

SEPTEMBER 14, 2023

You might be nervous about adopting artificial intelligence (AI) within your business model. Rapid development in AI technology gives small businesses all kinds of solutions that can improve operations in a big way. AI for small businesses enhances customer experiences, reduces operational costs, and increases production. See how AI is already helping small businesses like yours bring significant cost savings, more effective advertising, and more efficient processes.

Tools 111

Tools Strategy Chatbots Customer Experience 111

Helpware

SEPTEMBER 12, 2023

The digital transformation of the workplace is not just a trend; it's a strategic need, especially in the BPO sector. The year 2023 saw 35% of U.S. workers predominantly engaged in remote work, based on fresh data from a Pew Research Center study. In fact, it's an innovative strategy that can significantly boost productivity while reducing operational costs.

Management 97

Management Trends Strategy Study 97

AWS Machine Learning

SEPTEMBER 14, 2023

“Data locked away in text, audio, social media, and other unstructured sources can be a competitive advantage for firms that figure out how to use it“ Only 18% of organizations in a 2019 survey by Deloitte reported being able to take advantage of unstructured data. The majority of data, between 80% and 90%, is unstructured data. That is a big untapped resource that has the potential to give businesses a competitive edge if they can find out how to use it.

Customers 98

Customers Training Data Customer Experience 98

The DiJulius Group

SEPTEMBER 10, 2023

Why One-on-one Meetings Can’t Be Optional Typically, when we are consulting with an organization, two things are happening when it comes to private discussions with direct reports, illustrating why employee one-on-one meetings matter: They are not happening at all. They are not happening well. Meetings Not Happening at All Organizations need to help their leaders.

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Meeting Consulting Groups Report 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

2020 Research

SEPTEMBER 12, 2023

Are you looking for a way to capture high-quality audio responses from your participants during your qualitative research project? Look no further than QualMobile’s audio recording feature! What is QualMobile ? QualMobile is a mobile ethnography tool with a user-friendly smartphone app designed for participants to effortlessly share their real-time experiences and insights with researchers.

Customer Experience 95

Customer Experience Study Video Tools 95

ShepHyken

SEPTEMBER 11, 2023

Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. It helps identify areas where organizations may be falling short and prompts them to revise their current strategies for improvement. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints.

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Net Promoter Score NPS Customer Experience Poor Customer Service 89

AWS Machine Learning

SEPTEMBER 14, 2023

This post takes you through the most common challenges that customers face when searching internal documents, and gives you concrete guidance on how AWS services can be used to create a generative AI conversational bot that makes internal information more useful. Unstructured data accounts for 80% of all the data found within organizations, consisting of repositories of manuals, PDFs, FAQs, emails, and other documents that grows daily.

Insurance 97

Insurance Customer Experience Guidelines Chatbots 97