Steve DiGioia
MAY 29, 2023
We shop at any business for the products or services they offer. Hopefully, their service and price are in line with our expectations too. But does the look of the business matter and can the visual appeal boost the customer experience? Here’s what I mean… The Power of Visual Appeal Many years ago, some themed restaurants like Fridays, for example, thought it was cool to hang all kinds of assorted “junk” on their walls.
Bill Quiseng
MAY 31, 2023
Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CSM Magazine
MAY 30, 2023
Managing the hand-over from bot to agent is like taking part in a relay race. Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way. The ability for customers to self-serve successfully is increasing steadily, in line with technological advances, but there is a long way to go before we can even begin to contemplate an exclusive reliance on such tools.
ShepHyken
JUNE 1, 2023
This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade. Ten years ago, customer interactions were often limited to in-person or phone calls, and businesses had limited means to track customer behavior and preferences.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
C3Centricity
MAY 30, 2023
If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Team Support
MAY 31, 2023
Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. At the same time, chatbots are solving a very real problem taking place today: of a decrease in available customer service agents and positive customer experiences due to an economic downturn.
eglobalis
MAY 31, 2023
Why employee experience is the missing link in Europe's CX plans The post Why employee experience is the missing link in Europe’s CX plans appeared first on Eglobalis.
Feedbackly
JUNE 1, 2023
Today’s customers enjoy the availability of a wide range of choices, good quality products, and the convenience of e-commerce. They are now on the hunt for businesses that enhance their lifestyles with emotional value. Emotional value is when a customer experiences positive feelings like joy and happiness from the services offered by a business. In Seth Godin’s words, “People do not buy goods and services.
customer sure
MAY 30, 2023
We’ve had the privilege and pleasure of working with Polypipe Building Products, the UK’s leading manufacturer of plastic piping systems and low-carbon heating solutions for the residential market, for some time now. The team’s approach to customer feedback and improving customer experience are often cited by us as a beacon of best practice, but they’re actually going one step further.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
IntouchInsight
MAY 29, 2023
Businesses have been benefitting from the efficiencies provided by machines since the 1700s. As technology continues to advance, new tools and applications arise. For restaurant operators facing persistent labor shortages and increasing wages, the more work that can be completed by machines the better.
TechSee
JUNE 1, 2023
Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.
Comm100
MAY 31, 2023
The competition for higher education students has potentially never been harder than it is today. Since 2017, postsecondary enrollment in the US has fallen by 9%. Worse yet, it doesn’t look like this trend is set to change any time soon. To tackle this competitive landscape, colleges and universities can’t rely on their current strategies to attract students.
ShepHyken
MAY 30, 2023
“Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Upstream Works
JUNE 1, 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 During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.
MyCustomer
JUNE 1, 2023
Martyn Lewis explores the unique role CX teams can play in positively influencing and managing the buying journey.
CSM Magazine
JUNE 1, 2023
Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. Within five days of its November 2022 introduction, over a million people were using it. However, the fear, uncertainty and doubt about ChatGPT is rampant.
The DiJulius Group
MAY 30, 2023
With overall customer satisfaction in all industries dropping to twenty-year lows, most likely caused by the great resignation, more and more CEOs have decided to literally get on the front lines on a regular basis to better educate themselves on what it is really like to be their customer and customer-facing employees. What about you? Read Full Article The post Are You Spending Enough Time Experiencing Your Own Customer Experience?
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Adrian Swinscoe
JUNE 2, 2023
This is guest post from Joyce Kim, Chief Marketing Officer at Twilio. It was in 2006 that the British mathematician Clive Humby uttered the now legendary […] The post Data silos: The silent killer of great customer experience first appeared on Adrian Swinscoe.
BirdEye
JUNE 1, 2023
Benchmarking drives greatness. Consider the four-minute mile. Experts thought it impossible that anyone could run a mile so fast, that is until Roger Bannister did so in 1954. Since then, roughly 1500 people have achieved “the impossible,” and it’s pretty much the benchmark for becoming a world-class runner. In the same way, a benchmarking strategy can propel your company to achieve your loftiest goals.
Optimove
JUNE 1, 2023
It’s one of the busiest crossroads at which the different revenue teams intersect and sometimes collide – attribution junctions. A well-documented battle of egos, bonuses, and, ultimately, optimization. At the heart of that low-key struggle is the cold hard truth that marketing touchpoints can become innumerable – not just in the figurative sense, but impossible to count, let alone quantify, measure and optimize.
Blueshift
JUNE 1, 2023
In the fast-paced world of retail and e-commerce , staying ahead of the competition requires innovation, strategic decision-making, and the right tools to get it done. As the busy holiday season slowly approaches, it’s crucial that marketers adopt strategies now to ensure efficiency and maximize customer outreach later. This is where AI comes in, especially as marketers are tasked with doing more with less.
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Kustomer
JUNE 2, 2023
More than 2.5 billion people use WhatsApp per month, worldwide. Its primary function might be to help families and friends stay in touch, but the app can also support brand-to-customer interactions via the WhatsApp Business application and WhatsApp API. WhatsApp Business allows businesses to reach consumers via messaging, and WhatsApp API is a paid-for integration for CRM that’s designed to help larger businesses achieve a similar goal.
BirdEye
MAY 30, 2023
To measure anything is to compare it to something else. When you’re in business, there are few better ways to compare your progress than by measuring it against your competitors. Taking a hard and closer look at how you stack up to your competitors will help your company improve and grow. In this article, we’ll tell you how to use competitive benchmarking to improve nearly every aspect of your business.
Optimove
MAY 31, 2023
The holy grail of customer marketing is serving each customer the best possible offer in the optimal time, channel and place. This goal takes into account the vast differences between individuals. Each person has unique wants, needs and preferences, and the ideal marketer should be able to cater to each one on his or her own terms. This, of course, is highly impractical, and this is where Customer Modeling, also known as Customer Behavior Modeling, comes into the picture.
Beyond Philosophy
JUNE 1, 2023
Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.
Advertisement
Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
dscout People Nerds
MAY 31, 2023
Instead of prioritizing one-off requests, bring multiple departments together with a workshop designed for long-term impact.
BirdEye
MAY 30, 2023
Microsoft’s State of Global Customer Service Report showed that 77% of customers view brands more favorably if they seek out and apply customer feedback. If your business isn’t actively gathering feedback, it may be time to rethink your stance. In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback.
Optimove
MAY 30, 2023
Our May 2023 survey of marketers shows that for the second year in a row, respondents continue to allocate more of their budget for acquisition marketing versus retention marketing, despite consumer spending uncertainty, and that new customer acquisition can cost five times more than retaining an existing one. Respondents were marketing leaders: Respondents included 221 executives at companies with the following B2C models: digital-first multi-brand, wholesale manufacturers, traditional mult
Expert insights. Personalized for you.
162 
Let's personalize your content