InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. According to research: 47% of consumers reach out to brands on social because they have a product or service question. Social Media Marketing Builds Brand Reputation Social media marketing is also a powerful brand reputation management tactic.

Social Media 260

Social Media Marketing Advertising Feedback 260

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Hootsuite is one of today’s most widely used social media management platforms. What is Hootsuite?

Social Media 295

Social Media Brands Management Analytics 295

InMoment XI

FEBRUARY 29, 2024

Finally, the business owner would ask satisfied customers to leave a positive review, so that future prospective customers can see the positive experience that others have had. Local Content Marketing Strategy Local content marketing involves creating and promoting content that specifically targets and resonates with your local audience.

Tips 260

Tips Strategy Case Study Social Media 260

InMoment XI

FEBRUARY 28, 2024

A Google review link makes it easy for your customers to share their experiences with your business online. According to research by InMoment: About 70% of reviews come from companies reaching out to customers to ask for / request reviews. Google reviews are particularly important marketing assets for any business organization.

How To 260

How To Guidelines Social Media Feedback 260

Comm100

SEPTEMBER 12, 2023

This is where Strategic Enrollment Management (SEM) comes into play. Read on to explore what strategic enrollment management is, how it is helping schools to attract more of the very best students, and how to create a robust plan. What is Strategic Enrollment Management (SEM)? What are your enrollment trends?

Management 156

Management Financial Resources Strategy 156

InMoment XI

FEBRUARY 12, 2024

Learning how to respond to Google reviews should be part of every company’s brand reputation management strategy. These reviews, which appear on Google Maps and Google Search as well as on your company’s Google Business Profile, give people a way to share their experiences not only with businesses but with fellow consumers, too.

How To 260

How To Policies Feedback Guidelines 260

Lumoa

SEPTEMBER 11, 2023

And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail. That’s why customer experience strategy plays such an essential role in determining how well a business performs.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail. That’s why customer experience strategy plays such an essential role in determining how well a business performs.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. Personas are often used in marketing and sales efforts, and those names apply to those types of personas. Tap into the research available to you. But what are they, really?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

QuestionPro Audience

JULY 21, 2022

Implementing an insight community has recently become the most widely used research method. There is a change in how organizations analyze research data and stay on over these changes. Forums, instant voting, consumer blogs and bulletin boards are some of the interactive elements that researchers will use to spark a conversation.

Data 195

Data How To Advertising Study 195

Uniphore

JANUARY 4, 2022

Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. You’ll hear from some of today’s leading voices in outsourcing, venture capital and private equity, market research and more.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Here’s your ultimate guide on how to build a customer experience department. Identify the Company’s Goals 2.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. One of the easiest (and smartest) ways to start is by implementing a customer experience platform. In This Article: What is a customer experience platform? The result? Higher brand loyalty.

Customer Experience 208

Customer Experience Customer Journeys NPS Analytics 208

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Retently

MARCH 20, 2024

What can the CATI survey do for your research? Key Takeaways CATI (Computer Assisted Telephone Interviewing) upgrades traditional phone surveys with modern technology, enabling multilingual support, better respondent management, and direct data entry into a structured database. Let’s explore what they entail.

Survey 78

Survey Data Analysis Software 78

CX Accelerator

SEPTEMBER 16, 2022

Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. Matt Beran, Sr. Lack of process.

Study 208

Study Case Study Consulting Culture 208

PeopleMetrics

SEPTEMBER 24, 2018

Market research was developed a century ago to measure the effectiveness of advertisements and products. However, market research and Voice of the Customer (VoC) are not the same. In fact, certain key principles of market research actually hold back VoC and the value that some companies get out of their VoC programs.

CEM 226

CEM Marketing Advertising Study 226

Calabrio

DECEMBER 18, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Rise of the Research Team.

Contact Center 162

Contact Center Leadership Self Service Analytics 162

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

Measurement 210

Measurement CEM Telecommunications Wireless 210

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences.

Contact Center 306

Contact Center Self Service Analytics Banking 306

BirdEye

NOVEMBER 30, 2023

You can lean on understanding the law and legal precedents to guide you in the courtroom. But law firm marketing requires different skills — brand building, digital savviness, and a deep understanding of client needs and perceptions. If you’re new to the world of law firm marketing, we’ve got you covered.

Marketing 111

Marketing Social Media How To Advertising 111

2020 Research

FEBRUARY 29, 2024

Key Takeaways While AI technology has the potential to enhance the research process, it’s unlikely to replace human respondents entirely. The researcher skillset is expected to undergo significant changes by 2024, with a focus on strategic thinking, creative development, and data quality management.

Trends 59

Trends Innovation Leadership Data 59

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Clarivate

DECEMBER 7, 2023

Research and development (R&D) plays a fundamental role in generating the innovation that is essential for maintaining competitive advantage. We are pleased that Clarivate is included in the recently released Gartner report, Market Guide for Intellectual Property Management Software With R&D-specific Use Cases.

Software 59

Software Report Management Marketing 59

BirdEye

SEPTEMBER 6, 2023

Birdeye’s latest data report explores the significance of online reviews in consumer decision-making processes and sheds light on how the reputation of a multi-location business impacts its selection in local markets. How frequently do consumers research reputation before selecting a local business? The survey confirmed this behavior.

Consumers 116

Consumers Report Multi-Channel Data 116

Calabrio

DECEMBER 18, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. Rise of the Research Team.

Contact Center 130

Contact Center Leadership Self Service Analytics 130

Optimove

FEBRUARY 28, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Renowned expert whose research focuses on enterprise marketing technologies, including cross-channel campaign management, marketing resource management, and real-time interaction management, will address attendees of  Optimove Connect.

Conference 52

Conference Connections B2C Tips 52

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Learn more and read the market report here.

Management 59

Management Contact Center Analytics Customer Centricity 59

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

They are doing this whether or not you are focused on delivering a great experience. . Customer experience, by its very definition, is happening whether you are intentional or not. A great customer experience is something customers tell their friends about – leading to referred customers.

Customer Journeys 373

Customer Journeys Brands Customers Customer Experience 373

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Gainsight

AUGUST 4, 2022

The 2022 Gartner Market Guide for Customer Success Management Platforms reports that “customer success management (CSM) programs have progressed from an emerging discipline into an increasingly mature and evolving practice.”. CS can leverage product usage data and in-app messaging channels to guide customers to value.

Customer Success 105

Customer Success Management Marketing Analytics 105

Retently

MARCH 26, 2024

Whether you need more affordable pricing, specialized features, or differing levels of complexity, our guide dives into the top survey solutions vying for your attention. While Qualtrics is often the go-to choice for many seeking robust survey solutions, businesses and researchers are casting their nets wider in the search for alternatives.

Survey 78

Survey Multi-Channel Effort Score Analysis 78

BirdEye

APRIL 26, 2024

28 best content creation tools for your business Content creation tools assist in content research, planning, scheduling, writing, editing, promotion, media creation, and more. But, maintaining an active presence by posting consistently across all platforms while managing multiple accounts can be daunting. Adobe Veed.io Adobe Veed.io

Tools 59

Tools Social Media Multi-Channel Video 59

SurveySparrow

MARCH 6, 2024

Market research! Thank me later for doing the research for you. Though the company faced hiccups in its parent country, shifting to the US market brought significant growth and exposure. The founders initiated the platform to democratize the market by making it accessible to everyone. The best part?

Comparison 52

Comparison Analysis Survey Analytics 52

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. At a time when customer experience and reassurance has been vital, how well has CX coped, and what lessons can be learnt for the future? Published on: September 16, 2020.

Customer Experience 127

Customer Experience Contact Center ROI Trends 127

BirdEye

SEPTEMBER 29, 2023

That is why businesses invest in developing buyer personas before they get out there in the market. A buyer persona is a detailed depiction of your ideal customer as a fictional profile you build from market research. You may also know them as customer, audience, or marketing personas.

How To 111

How To Insurance Social Media Multi-Channel 111