TechSee

JUNE 16, 2022

Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. Colin Taylor, CEO at Taylor Reach Group. Follow on LinedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

SurveySensum

DECEMBER 30, 2024

CustomerGauge has been specifically built to cater to B2B and handle complex, multi-touchpoint journeys and various account sizes. Built from the ground up around the Accounts Experience methodology, CustomerGauge offers B2B brands guidance for customer surveying and revenue growth, among other things.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

ijgolding

OCTOBER 25, 2018

s, “ Digital Business 2018: Benchmark for Digital Journey ” report, industry analyst Nigel Fenwick found that customer obsession pushes companies toward digital maturity, which is a stepping stone to digital transformation that can help organisations, according to Forrester, increase customer lifetime value (CLV) and enter new markets.

Customer Experience 167

Customer Experience Customer Journeys Touchpoint Multi-Channel 167

Optimove

FEBRUARY 23, 2025

Being able to run control groups and optimize everyday campaigns would be huge. WhatsApp Integration : With nearly two billion active users worldwide, WhatsApp has become an essential channel for businesses. Its a big painheavy liftingand here, it was all together. We have really smart ideas we cant activate right now.

Multi-Channel 52

Multi-Channel Gamification Self Service CRM 52

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 56

Customer Insights Strategy Multi-Channel Social Media 56

SurveySensum

FEBRUARY 17, 2025

By using techniques like Latent Dirichlet Allocation (LDA), topic modeling groups words that frequently appear together, allowing the system to discover hidden topics within large datasets. This step can help businesses identify trending themes or popular issues among customers.

Analytics 52

Analytics Tools Multi-Channel Analysis 52

ReviewTrackers

OCTOBER 19, 2018

The Rise of the Customer Insight and Action Platform. The ability to capture and act on consumer insights (CI) — often defined as an interpretation of trends in human behaviors — can equip companies with the information they need to foster customer loyalty, deliver better customer experiences, and drive improved business results.

Customer Insights 50

Customer Insights Strategy Multi-Channel Social Media 50

Storyminers

DECEMBER 22, 2017

First, there are concepts you need to get right internally: Your Customer Experience strategy. One of the key components to improving customer experience, and to making a success of any CX program, are the actions you take in response to customer insight and information, and this is aided by a well-designed strategy.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Retently

OCTOBER 23, 2024

NPS surveys measure customer loyalty and advocacy by asking the question: “How likely are you to recommend our product/company to a friend?”. Customers answer on a scale of 0-10, and based on their responses, they are grouped into Promoters , Passives , or Detractors. Can you share a bit about yourself?

Ecommerce 109

Ecommerce Survey Retail NPS 109

BirdEye

NOVEMBER 27, 2023

A recent Forrester survey revealed that companies committed to prioritizing customer feedback reported a 2.5 The stark difference highlights how customer insights greatly influence business outcomes. But the power of feedback is not limited to just customer satisfaction.

Report 115

Report Social Media Multi-Channel Net Promoter Score 115

inQuba

MAY 23, 2022

More than ever, customers interact with organizations on journeys that cut across touchpoints, often managed by different functions. As such, their journeys are multi-touch, omni-channel and cross functional. have reported that more than half of customer interactions happen during multi-event, multi-channel journeys 3.

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

Thematic

FEBRUARY 5, 2025

You're sitting on a customer insight goldmine if only you dig deep enough. Within that data sprawl lies the clues to understanding what makes your customers happy, angry, and everything in between. These biases often arise from imbalanced training data that fails to capture the full spectrum of customer perspectives.

Analytics 62

Analytics Analysis Social Media Multi-Channel 62

BirdEye

DECEMBER 19, 2024

Here are the key benefits that make AI marketing strategy essential for modern businesses: Enhanced customer insights AI tools dig deeper into customer data than traditional analytics ever could. Enhanced customer experience Perhaps the most significant benefit is the improved customer experience.

Strategy 52

Strategy Marketing Social Media Hospitality 52

SurveySensum

JULY 14, 2020

Nandkishor Tripathi – Global Head of Customer Experience at SurveySensum. Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Strativity

APRIL 11, 2018

The availability of this richer information provides improved customer insight. Strativity Group defines “patient experience” as the sum of all interactions a patient has with a healthcare firm. Sending multi-channel reminders. Multi-channel targeted marketing. But what exactly does that mean?

Healthcare 67

Healthcare Multi-Channel Touchpoint Hospitality 67

Optimove

NOVEMBER 7, 2023

As marketers we need data at our fingertips to unlock customer insights, getting innovative ideas for engaging campaigns, and perfectly orchestrating communications to each customer. As your customers, marketing, and technology evolves, so too does Optimove’s AI. And then achieving all that at scale?

Marketing 83

Marketing Multi-Channel Groups Customer Journeys 83

BirdEye

AUGUST 6, 2024

Table of contents Overview of Birdeye and Chatmeter Key differences between Birdeye and Chatmeter Birdeye vs Chatmeter: Detailed feature comparison Customer testimonials prove to favor Birdeye FAQs on choosing Birdeye over Chatmeter So, what’s the conclusion of the Birdeye vs Chatmeter comparison debate?

Comparison 59

Comparison Multi-Channel Management Social Media 59

Forrester's Customer Insights

NOVEMBER 21, 2018

(CLICK FOR HIGH RES) The channel technology stack is a group of technologies that brands leverage to manage and improve their indirect sales process and partner programs. The channel […].

Infographics 55

Infographics Multi-Channel Software Sales 55

BirdEye

MARCH 7, 2023

In this article, we’ll discuss the benefits of social media for business, provide tips on how to optimize your channels, and how to measure your social media success. Enhanced customer insights and feedback Social media enables businesses to collect meaningful insights via customer feedback.

Social Media 94

Social Media Tips Multi-Channel Infographics 94

Michel Falcon Experience

JANUARY 16, 2018

The second strategy is developing premium customer experience training material. So, I’ve seen training programs, from small companies and multi-billion dollar organizations. You have to teach every single employee the difference between customer experience and customer service. Now, what does this content entail?

Strategy 128

Strategy Customer Experience Tips Social Media 128

BirdEye

MARCH 9, 2021

Marketers at multi-location businesses have arrived at a true inflection point in which the world of customer acquisition and retention as we once knew it has rapidly shifted. Now new customers instead find the businesses they patronize through searches, social, online listings and referrals. True Actionable Customer Insights.

Marketing 72

Marketing Net Promoter Score Multi-Channel Effort Score 72

Alliance by IFS

OCTOBER 18, 2019

Personalizing service delivery through greater customer insights and digital engagement. With Astea Alliance, the processes are streamlined and we have cut manual tasks and follow-ups by at least 95%.” – Astea customer. Proactive Maintenance Through Data Insights. Multi-channel communication.

Software 75

Software Self Service Multi-Channel ROI 75

Peter Lavers

JUNE 4, 2018

Join Peter Lavers on June 7th for a webinar interview with the CEOs of Iperceramica and VAR Group to find out how they’ve bucked the retail trend through digital transformation.

Omni-Channel 40

Omni-Channel Retail Multi-Channel Groups 40

CSM Magazine

AUGUST 13, 2024

Segment Customers: Businesses can segment their audience into various groups based on demographics, behavior, and preferences. Personalized Communication: CRM systems use customer data to craft personalized messages, ensuring that communication is relevant and timely.

Management 52

Management Multi-Channel CRM Loyalty Programs 52

CSM Magazine

APRIL 14, 2021

Lack of customer insights is the biggest challenge to a successful customer experience strategy for 54% of marketers surveyed. Over half of companies say they are unable to identify customers on their own website. Data-driven customer experience strategies are crucial for success.

Company 52

Company Multi-Channel Analytics Study 52

Optimove

MAY 25, 2023

We’ve covered what marketers can learn from customers’ first purchase in this blog post. Customer Segmentation: Optimove allows you to segment your customer base into distinct groups based on various attributes such as demographics, usage patterns, or preferences. So there you have it.

Multi-Channel 52

Multi-Channel Strategy Customer Journeys Touchpoint 52

Thematic

JUNE 17, 2024

Paul Stevenson added that delivering customer value often translates to making things easier for customers: "And for me, that's actually making things easier for your customers, whether it's policy process, you know, procedures, how they do things, how they interact with you, making things easier."

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

Retently

AUGUST 15, 2024

Features : The platform supports various metrics, including NPS, CSAT, 5-Star, and Customer Effort Score surveys, allowing businesses to measure customer satisfaction from multiple angles. Retently includes dynamic reporting and audience segmentation, enabling businesses to analyze responses based on specific customer groups.

Ecommerce 106

Ecommerce Retail Software Brands 106

Thematic

SEPTEMBER 19, 2024

It helps you understand the motivations, preferences, and pain points driving customer behavior. Capturing VoC involves collecting and analyzing customer feedback through various channels. Customer segmentation VoC tools can also segment feedback by customer demographics.

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

SurveySparrow

FEBRUARY 18, 2024

Customization is limitless with instant survey design options and an icon playground. Seamless Feedback Collection Capture feedback effortlessly through various channels including email thermometers, embedded surveys, and signature thermometers for popular email platforms. We’ll keep it simple and short. The best part?

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Martin Hill-Wilson

JUNE 12, 2015

This is the second in a series of three posts exploring the issues around becoming a multi-channel service organisation. Of course you might prefer the language of ‘omni-channel’ if you are keen to make the point that it must all fuse together into a seamless capability. Adding channels to cater for choice adds cost.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Leadership 40

Optimove

MAY 4, 2022

On an organizational level, the company has to be customer-centric, and the management needs to understand the importance of CLTV (customer lifetime value) over metrics such as “new customers.” A cohort analysis isolates different customer segments, tracking and comparing them over time. These are the basics.

Trends 52

Trends Marketing Multi-Channel Sports 52

Thematic

SEPTEMBER 24, 2024

Broader Data Sources : Traditional feedback usually comes from more structured methods like surveys or focus groups, while VoC pulls in customer data from all kinds of places. This could include social media, customer support, and online reviews. The broader mix of channels gives a much fuller picture of how customers feel.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

Optimove

JANUARY 27, 2021

Optimove, the gaming industry’s leading CRM Marketing Hub, is proud to announce has partnered with SKS365, a leading multi-licensed international bookmaker and gaming operator. Create sophisticated player segments by discovering customer insights using various data explorers and dashboards. About SKS365 Group.

CRM 40

CRM Marketing Sports Multi-Channel 40

Optimove

JANUARY 27, 2021

Optimove, the gaming industry’s leading CRM Marketing Hub, is proud to announce has partnered with SKS365, a leading multi-licensed international bookmaker and gaming operator. Create sophisticated player segments by discovering customer insights using various data explorers and dashboards. About SKS365 Group.

CRM 40

CRM Marketing Sports Multi-Channel 40

Optimove

SEPTEMBER 14, 2021

the coverage of live customers it reaches (New, Active, Reactivated lifecycle stages). The number of marketing channels used. Leveraging Optimove’s lifecycle stage methodology for cross-channel experience. But having communication channels at your disposal is not enough. Two channels are only the beginning.

CRM 52

CRM Marketing Multi-Channel Communication 52

SurveySensum

FEBRUARY 24, 2022

Customer feedback plays an important role in enhancing your services and products, improving growth, and serving an all-around excellent user experience. . But you have to put effort into understanding the emerging customer insights and make the required improvements possible. . What is a customer feedback tool?

Tools 52

Tools Feedback Multi-Channel NPS 52