InMoment XI

AUGUST 2, 2023

NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy. While reports and data can offer valuable insights, the most authentic and relevant information comes directly from your customers.

NPS 260

NPS Customer Centricity Tips Automotive 260

InMoment XI

JANUARY 17, 2024

Happy customers are more likely to choose the same hospitality brand for future stays or visits, while also recommending the brand to others, contributing to repeat business and long-term profitability. What is Guest Experience? Positive guest experiences lead to higher customer satisfaction levels. Guest experience differentiates your brand.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. It is also proven when customers are loyal to a brand , they: Mostly buy from or use that brand Recommend it to their friends and family Spend 31% more than new customers It’s hard to deny those advantages!

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

NOVEMBER 30, 2023

That’s why maintaining a positive brand reputation is crucial for business success. It involves monitoring, influencing, and maintaining the overall sentiment surrounding a business to ensure a positive image. Monitor Online Presence: Use tools to monitor mentions of your brand across various online platforms.

Brands 378

Brands Management Multi-Channel Social Media 378

Retently

MARCH 5, 2024

This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image. This small act can transform a casual customer into a loyal advocate, amplifying the positive perception of your business.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

CX Accelerator

JUNE 8, 2020

During the Customer Experience Question of the Day (#CXQOTD), a daily CX question we pose to the CX community, we asked, ,, “What are your favorite ways to listen to the voice of customer without surveys?” That’s why ,, Schulbert Koleka , Business Manager at Standard Bank Malawi, recommends, “Initiate the conversation.

Survey 345

Survey Social Media Contact Center Call Recording 345

Alida

SEPTEMBER 26, 2018

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky. Companies need the ‘authentic human insight’ of their customers to make better business decisions.”.

Customer Insights 408

Customer Insights Customer Journeys How To Strategy 408

SurveySensum

APRIL 8, 2024

In 2024, ensuring the survival of small businesses requires more than just an online presence; it requires a dynamic and strategic digital engagement that is not just an asset, but a critical necessity for success. Strategies for Small Online Businesses to Succeed in the Competitive Digital Landscape.

Strategy 52

Strategy Social Media Advertising Analytics 52

CX Accelerator

NOVEMBER 11, 2022

We will also provide a recommended resource for anyone looking to improve their knowledge in a specific area. Customer Insights/Measurement/Analytics. STRATEGY At its core, creating a strategy is about setting realistic goals and determining the tactics that will be used to achieve them. Customer Journey Mapping.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Comm100

JANUARY 17, 2024

Why should businesses lean into automation? At its core, it involves using software, AI, and other digital tools to automate customer service processes, thereby enhancing efficiency and customer experience. This transformation is rooted deeply in the integration of advanced automation and artificial intelligence.

Customer Service 187

Customer Service Chatbots Technology Interaction 187

Thematic

MARCH 27, 2024

Rather than just limping forward, Watercare set up a cross-functional team to improve the customer journey. They used Thematic to identify red flags and dig into these for every business area. Theresa Malloy, Watercare’s Insights Lead, shared how they overcame this engagement challenge.  A

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

BirdEye

DECEMBER 5, 2023

A business’s local reputation is one of the most critical factors contributing to its success in a competitive market. A recent Birdeye survey showed that: 68% of consumers check reviews before they engage with a local business. 78% of consumers would not buy from a business with a negative reputation.

Management 111

Management Social Media Multi-Channel Feedback 111

BirdEye

MARCH 29, 2024

In a recent survey of our expansive network of over 150,000 customers, it was discovered that 81% of businesses manage their social media strategies at the corporate level. These platforms can transform how you connect with clients and improve your real estate reputation management.

Social Media 59

Social Media Tips Sales Advertising 59

Retently

APRIL 5, 2024

Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. It’s the primary sales channel that will determine how these businesses are categorized.

Retail 78

Retail Engagement Strategy Customer Experience 78

Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. It provides rich insights into the thoughts, emotions and perceptions of customers. It allows businesses to understand the " why " behind customer actions, adding context to customers’ experiences.

Analysis 62

Analysis Examples Feedback Social Media 62

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . Many smart companies use NPS and CSAT studies to measure how well they’re meeting the needs and expectations of their customers.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

BirdEye

MARCH 11, 2024

Hashtags are more than just a trend; they are a vital tool for businesses aiming to boost their online presence and engage their target audience effectively. Table of contents What are hashtags for business? When to use hashtags that’ll generate your dream customers? Continue scrolling to discover more.

Social Media 72

Social Media Trends Analytics Connections 72

Retently

MARCH 26, 2024

Expect straightforward comparisons and key insights to help you make an informed choice. It’s about selecting a platform that can grow with your business, adapt to changing needs, and continue to deliver value in the long term. Key Takeaways: The right tool is the one that aligns seamlessly with your objectives.

Survey 78

Survey Multi-Channel Effort Score Analysis 78

Gainsight

FEBRUARY 28, 2024

This year more than ever, SaaS organizations are tasked with doing more with less, especially when it comes to parts of the business responsible for driving customer outcomes. Welcome to the stage, Gainsight Customer Communities. That means it’s critical to empower our customers to be wildly successful with our products and services.

Self Service 52

Self Service Innovation Knowledge Base Resources 52

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. What questions do you include to not only garner responses but also drive your business forward? Our guide walks you through crafting a compelling questionnaire with 35 essential questions you can use immediately.

Feedback 113

Feedback Net Promoter Score Effort Score Customer Satisfaction 113

Totango

SEPTEMBER 22, 2023

“Totango believes being an open platform, working with a wide range of capability used in the enterprise, is vital to ensuring customer success can have the maximum impact of helping businesses retain and grow their customers. Announced during our flagship event, Totango Live!

Multi-Channel 113

Multi-Channel Customer Success Omni-Channel Software 113

Retently

MARCH 11, 2024

In this guide, you’ll find why they are important, areas to focus on, and 35 essential post-event survey questions crafted to draw out the insights you need. To extract meaningful insights from your post-event survey questions, cover relevant aspects of the event experience. They capture their joys, frustrations, and valuable insights.

Survey 119

Survey Analysis Feedback Effort Score 119

BirdEye

APRIL 16, 2024

Whether you’re a blogger, an e-commerce business, or a multi-location business, this guide has something for everyone to fully utilize their Pinterest business accounts and drive meaningful engagement. Are you looking to expand your reach on social media and draw more eyes to your website, products, or blog?

Social Media 69

Social Media Strategy How To Infographics 69

SurveySensum

NOVEMBER 16, 2023

Using website feedback helps you understand your online visitors in-depth. This is important because it helps you not only understand your website users but to drive your business’s online success. Brand Example SurveySensum smartly uses on-page surveys to get user opinions while they’re using the platform.

Feedback 52

Feedback Strategy Social Media Survey 52

Gainsight

JANUARY 9, 2024

By now, the value proposition for a customer community is well-established. Having a community of people who use, improve, and advocate for your product will help you build relationships with customers and prospects that ultimately drive revenue. Here are the highlights. Compare groups. Value assignment.

How To 52

How To Metrics Survey Measurement 52

BirdEye

APRIL 25, 2023

Are you looking for ways to promote your business locally? If so, we’ve got you covered with over 20 ideas on how to promote your business locally and make your brand the talk of the town. Use social media to promote 4. Claim your Google Business Profile 6. Create online business listings 7.

Social Media 98

Social Media How To Advertising Sports 98

Magellan Solutions

MARCH 19, 2024

But how can you, as a business owner, use content moderation to your advantage? Content moderation is crucial for businesses using social media for marketing. It helps maintain a positive brand image and ensures the community remains engaged and receptive to marketing messages.

Social Media 52

Social Media Marketing Guidelines Advertising 52

Playvox

FEBRUARY 1, 2024

The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. Your customers are talking, and they have a lot to say. What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Analysis Measurement Social Media 93

BirdEye

MARCH 29, 2024

It’s a useful tool to help you grow your business account and reach more people. Collaborating on Instagram content helps you boost the visibility of your account, explore new opportunities, and launch effective campaigns to support your business goals. Table of contents What is an Instagram Collab post?

Social Media 59

Social Media How To Guidelines Innovation 59

ShepHyken

DECEMBER 18, 2023

This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. In most organizations, there is a gap between CEOs’ perceptions of being customer-centric and customers’ actual experiences. We listen, and we improve ourselves.”

Net Promoter Score 87

Net Promoter Score Customer Centricity Culture Employee Experience 87

Clarivate

APRIL 25, 2024

Much like digital transformation, driving sustainability requires organizations to transform every division of their business and integrate in the corporate strategy. This is particularly true when defining key performance indicators (KPIs) that must be both objective and useful for mapping progress against the UN SDGs.

Innovation 59

Innovation Policies Case Study Study 59

ECXO

APRIL 18, 2024

He understood that customers were the lifeblood of any business and treated them with the respect, empathy, and kindness they deserved. He took every hurdle in his stride, seeing them not as obstacles but as opportunities to learn and improve. The colleagues from other departments couldn’t understand why Jose cared so much.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

BirdEye

FEBRUARY 12, 2024

Engaging online offers unparalleled opportunities to connect with customers, build community, and showcase your brand’s personality and values. For businesses that operate across multiple locations, these risks are magnified. Each of your locations serves a unique community with its own culture, preferences, and events.

Social Media 59

Social Media Multi-Channel Tips Brands 59

ShepHyken

NOVEMBER 5, 2021

Jacob Borgeson is the Product Marketing Director at Khoros where he helps brands understand how communities can help their businesses. He shares the challenges and limitations of using surveys to gather feedback about customer experience. However, surveys are not the end all be all of improving your customer experience.

Feedback 136

Feedback Survey Brands Social Media 136

BirdEye

FEBRUARY 13, 2024

By harnessing online platforms to share the advantages of chiropractic services, practitioners can greatly improve their visibility and accessibility, bridging the gap in public awareness effectively. A recent Birdeye study highlights that almost half of consumers search for healthcare providers online, revealing a crucial opportunity.

Marketing 59

Marketing Social Media How To Healthcare 59

Gainsight

MAY 31, 2023

In other words, how many people use the platform and how successful they are. Gainsight CS and Gainsight Digital Hub (formerly inSided), have earned awards in several categories from leader in Community, Experience Management, Momentum, Enterprise, Mid-Market, and Best Relationship. Partner Success Manager.

Leadership 52

Leadership Gamification Analytics Customer Satisfaction 52

Team Support

APRIL 12, 2024

Implementing Self-Service Support TeamSupport’s unique Knowledge Base allows businesses to develop and maintain a centralized supply of guides, tutorials, FAQs, and general support resources. They can also access a Community Forum to exchange this information and share insights.

Self Service 52

Self Service Knowledge Base Resources Technology 52