InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty.

Social Media 260

Social Media Marketing Advertising Feedback 260

InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Hopefully, your business has more than one customer. If not, that’s okay because market segmentation isn’t primarily concerned with how many customers you have.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

InMoment XI

MARCH 11, 2024

In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business. It is a loop because as the company makes improvements, the customers weigh in with feedback on how the improvements are faring. What is a Feedback Loop?

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

InMoment XI

FEBRUARY 13, 2024

Market research and market segmentation is a crucial part of launching any campaign or product. One part of this process that is often overlooked is how market segments are developed. It is important to use proper sampling techniques to gain the most accurate market segmentation results. What is Stratified Sampling?

Customer Experience 260

Customer Experience Groups Resources Customers 260

InMoment XI

JUNE 27, 2023

These days, understanding your customers isn’t a “nice thing to do”; it’s an absolute necessity. To truly understand your customers, you need to spend some quality time listening to them and understanding the voice of the customer. What Is a Voice of the Customer Survey?

Survey 390

Survey Customer Satisfaction Touchpoint Feedback 390

Comm100

MARCH 25, 2024

Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. FInd out how Customer story We’ve compiled the best and worst chatbot practices to help you make the most of your investment, and engage in chatbot success.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. A strategy. A business discipline.

How To 378

How To Customer Journeys Culture Training 378

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

How To 130

How To Chatbots Omni-Channel Social Media 130

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Diminished Customer Satisfaction: Perfunctory service often results in customers feeling neglected, unappreciated, and dissatisfied with their overall experience.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

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. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Bill Quiseng

DECEMBER 6, 2023

ASSETS Your employees are not your most important assets. The more emotional the connections, the more memorable the experiences, and the more loyal the employees are. Ultimately, your employees will exceed customer expectations. LOYALTY Customer loyalty to your company starts with company loyalty to your people.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Playvox

FEBRUARY 13, 2024

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. How Do You Identify Top Customer Service Talent? Are you trying to boost customer sentiment ? Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Measurement Training 88

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Let’s get started. What’s NPS All About?

NPS 78

NPS Survey Net Promoter Score Effort Score 78

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Retently

NOVEMBER 27, 2023

The many advantages of outsourcing make it an attractive strategy in today’s global economy, turning it into a common practice. Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. But how should you do it, and why is it important?

How To 78

How To Exercises Video Customers 78

SurveySensum

APRIL 16, 2024

Software development is teamwork. From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. Missed deadlines, product defects, and disappointed clients. The result?

Software 52

Software Social Media Feedback Communication 52

Retently

JANUARY 19, 2023

Achieving the much-desirable product-market fit is the ultimate goal of any SaaS business. After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. Product-market fit (PMF) doesn’t happen overnight.

Measurement 158

Measurement Survey Marketing Effort Score 158

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. This statistical result is consistent with my observations of customer behavior.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. That’s equal to 9% of global GDP.

Contact Center 78

Contact Center How To Call Center Gamification 78

Integrity Solutions

APRIL 8, 2024

The reason this kind of training and coaching isn’t creating the impact they’re looking for is simple: It only addresses one of the sales conversations a salesperson has — the conversation with their customer. Product knowledge and sales tactics are important, but they’re simply not enough.

Sales 73

Sales Training Financial Travel 73

AWS Machine Learning

FEBRUARY 27, 2024

Axfood has been using Amazon SageMaker to cultivate their data using ML and has had models in production for many years. Lately, the level of sophistication and the sheer number of models in production is increasing exponentially. Apply the trained model to make predictions of future events.

Effort Score 110

Effort Score Training Analytics Retail 110

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. With the advent of digital technology and social media, customer expectations are higher than ever. Businesses must navigate these waters carefully to build a loyal customer base.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

BirdEye

SEPTEMBER 29, 2023

Knowing your customers is an integral part of your business’s success. It helps you define brand strategies , choose product development tools, and find the proper channels for your sales team to engage with your customers. That is why businesses invest in developing buyer personas before they get out there in the market.

How To 111

How To Insurance Social Media Multi-Channel 111

Retently

APRIL 11, 2023

There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth.

Net Promoter Score 158

Net Promoter Score Survey NPS Customer Satisfaction 158

ECXO

FEBRUARY 26, 2024

However, I also realized that many are not sure how to develop intentional positive experiences with a clear understanding of how people react to stimuli and that in the end, it’s about making decisions. Every day, people make countless decisions. And this led me to write this article.

Sales 115

Sales Customers Social Media Examples 115

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 96

Customer Experience Net Promoter Score Customer Satisfaction Innovation 96

Integrity Solutions

APRIL 8, 2024

The reason this kind of training and coaching isn’t creating the impact they’re looking for is simple: It only addresses one of the sales conversations a salesperson has — the conversation with their customer. Product knowledge and sales tactics are important, but they’re simply not enough.

Sales 64

Sales Training Financial Travel 64

AWS Machine Learning

APRIL 19, 2024

Solution training is fundamental to maintain the effectiveness of a model and make sure recommendations align with users’ evolving behaviors and preferences. Ultimately, automatic training provides a more personalized and engaging experience that adapts to changing preferences. All your data is encrypted to be private and secure.

Training 94

Training Resources Travel Software 94

BirdEye

MARCH 24, 2023

In today’s fast-paced, ever-changing business landscape, staying ahead of the game requires more than just a good idea and a solid product. To succeed, businesses must have a comprehensive and strategic approach to business development. They constantly test various acquisition methods looking for efficient growth.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98