InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. More importantly, reviews serve as a valuable source of information for companies looking to capture the Voice of the Customer and deliver improved customer experiences.

Management 346

Management Marketing Social Media Guidelines 346

InMoment XI

JULY 4, 2022

And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. The key to facing these challenges is to build an ROI-focused customer experience from the ground up (and not as an afterthought). What problems are they facing?

ROI 493

ROI Return on Investment Social Media Survey 493

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Here are my top five picks from last week.

Customer Service 78

Customer Service Self Service Tips Contact Center 78

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Firstly, the majority of consumers now want to connect with brands digitally. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Grow customer base. The reasons for this are simple.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 191

Financial Trends Self Service Customer Experience 191

Experience Investigators by 360Connext

DECEMBER 8, 2020

In these moments, we typically ask questions like: What goals did we meet? In these moments, we typically ask questions like: What goals did we meet? What goals did we miss? What are our goals for next year? Comedian Robyn Schall discovered her 2020 goals and created a viral video of why they were now hilarious.

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Experience Investigators by 360Connext

OCTOBER 19, 2021

What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. . After all, the customer journey is really the journey of a relationship. The customer has to seek out the brand somehow.

B2C 346

B2C B2B Customer Journeys Brands 346

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge.

Customer Service 159

Customer Service How To Omni-Channel Video 159

Comm100

SEPTEMBER 13, 2021

Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. What is Digital Transformation? Meeting customers’ digital expectations.

Customer Service 216

Customer Service Omni-Channel Social Media Connections 216

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). It has been called The Great Resignation, The Big Quit, and other names to describe what seemed like a mass exodus of employees. It has been called The Great Resignation, The Big Quit, and other names to describe what seemed like a mass exodus of employees.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

ShepHyken

JULY 17, 2023

Top Takeaways: Employee experience is the new customer experience. According to Deloitte’s State of Inclusion survey , nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at least once a month. Customers buy and support companies that care about the same things that they do.

Employee Experience 118

Employee Experience Customer Experience Study Culture 118

Comm100

NOVEMBER 15, 2022

The importance of customer service cannot be understated. It is the third highest reason why consumers switch brands , only sitting behind better deals and superior product quality. A positive customer service experience makes 94% of consumers more likely to purchase. Channel choice in a digital-first world.

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

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. What’s NPS All About?

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? This is what businesses need to survive in today’s environment.

Sales 89

Sales Customer Success Customers Communication 89

BirdEye

DECEMBER 8, 2023

In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge. Table of contents What is corporate reputation? Table of contents What is corporate reputation? What are the consequences of a poor corporate reputation? What is corporate reputation management?

Strategy 116

Strategy Management Social Media Brands 116

ECXO

AUGUST 15, 2023

You’ve probably heard of digital twins and may be wondering, what is a digital twin and is it applicable to marketing? As with most breakthrough concepts, the idea of digital twins has made it out of manufacturing and into marketing and customer engagement. How Do We Create a Digital Twin of the Customer?

Customer Journeys 98

Customer Journeys Analytics Data Brands 98

West Monroe

FEBRUARY 13, 2024

Listen to "The Digital Stadium: How the New Fan Experience Can Drive Revenue" on Spreaker. About the episode Explore the transformative power of AI and digital technology in the sports industry on our latest episode, which features Satisfi Labs CEO Don White. Could you share your thoughts on this evolution?

Sports 98

Sports Tourism Entertainment Technology 98

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Customer-led growth is about inspiring loyalty, building trust, and raising the game around customer satisfaction.

Feedback 125

Feedback Company Knowledge Base Contact Center 125

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Why does this matter so much? 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.

Retail 78

Retail Engagement Strategy Customer Experience 78

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

Insurance 111

Insurance Industry Customer Experience Self Service 111

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service Representative 98

Customer Service Representative Industry Customer Service Chatbots 98

Beyond Philosophy

FEBRUARY 6, 2021

These jobs might be the most important new jobs in business today. Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today. Key Ideas to Improve your Customer Experience. Anne Wilson, Ph.D.,

Financial 193

Financial Social Media Consulting Customer Experience Design 193

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show. The Future of Brick and Mortar.

Retail 160

Retail Online Experience Interaction Case Study 160

West Monroe

MARCH 7, 2024

About the episode Friday, March 8 is International Women’s Day, and we’ve compiled our favorite insights, analysis, and lessons from female leaders who have appeared on This is Digital through three seasons. Featuring Why is customer centricity important? Do you need digital to be innovative?

Innovation 52

Innovation ROI Customer Centricity Conference 52

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

BirdEye

SEPTEMBER 8, 2023

In the digital finance age, your online reputation is as valuable as your investment portfolio. That’s why online reputation management (ORM) is not just an optional strategy; it’s a necessity. That’s why online reputation management (ORM) is not just an optional strategy; it’s a necessity.

Financial 105

Financial Tips Management Social Media 105

Magellan Solutions

MARCH 26, 2024

Outsourcing Customer Service: The Smart Move for SMEs So you’re a business owner, always on the edge trying to keep up with the competition. Sure, you know it’s the happy customers that matter, but doesn’t customer service management look like a time-consuming skydive into a pool with no bottom?

Customer Service 52

Customer Service Multi-Channel e-support Culture 52

BirdEye

OCTOBER 25, 2023

The easier it is for customers to find you and assess your reputation, the higher your conversion rate will be. Online listings play a crucial role in every business’s digital strategy. It showcases a business’s accountability and commitment to valuing customer feedback. For mobile users, convenience is important.

Tools 105

Tools Strategy Marketing Trends 105

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . So, what is the tiebreaker? Well, it is!

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172

ECXO

JUNE 13, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences.

Marketing 133

Marketing Analytics Government Survey 133

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. 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.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

Gainsight

APRIL 12, 2024

Customer Success is paramount in driving product adoption. From a report, Gainsight found that 67% of respondents are using Digital Customer Success to effectively onboard and grow customer advocacy for their products. The answer: Digital Customer Education (CE). The answer: Digital Customer Education (CE).

Customer Success 52

Customer Success Management Effort Score Training 52

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

BirdEye

FEBRUARY 15, 2024

In today’s world, where every online chatter can become a shout across the digital universe, understanding the current trend of online reviews is crucial for businesses aiming high. Key findings Let’s take a closer look at what our latest study uncovered about the current state of online reviews.

Automotive 111

Automotive Healthcare Hospitality Retail 111

BirdEye

JANUARY 5, 2023

With the rise of social media and customer reviews, an online reputation manager has become an essential role for organizations looking to maintain a positive online presence. Investing in this position can help you attract new customers and protect your brand’s online reputation. What does an online reputation manager do?

Company 98

Company Management Multi-Channel Social Media 98