Tue.Sep 03, 2024

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The Basics of Great Customer Experiences

Second to None

In today’s highly competitive business landscape, great customer experiences have become a crucial differentiator for companies looking to build a loyal customer base and sustain long-term success. According to a study by PwC, 73% of people point to customer experience as an important factor in their purchasing decisions. It also pays off to have customers feel appreciated and valued as customers were willing to pay up to 16% price premium on products and services depending on the business categ

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12 Insights from Restaurant Mystery Shopping

IntouchInsight

Mystery shopping programs offer restaurant operators and managers a unique opportunity to see their business through a guest’s eyes. This powerful tool provides an unbiased perspective on your operations, revealing insights that might otherwise slip through the cracks and uncovering hidden improvement opportunities.

Tools 295
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Conversational Analytics: Powerful Data Behind Business Transformation

InMoment XI

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. Discover the power of conversational analytics, its benefits, and the key features to look for in a conversational analytics solution.

Analytics 195
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7 Proven Customer-Centric Strategies Smart CEOs Use to Drive Growth

C3Centricity

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Don’t know which ones are most relevant? Then read on for a description of each and ideas on actions you can take to reap significant benefits in your growth and profitability. Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024.

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Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

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How Retently Uses Retently: A B2B SaaS Guide

Retently

Table of Contents Key Takeaways Capturing Key Insights: How We Use Retently Across Customer Lifecycle Stages Crafting the Perfect Survey: Retently’s Approach and Tips for Success Integrations: Streamlining Processes and Data Flows Tracking CX Trends: Unlocking Insights Across Customer Segments Turning Feedback into Success With Retently At Retently, we don’t just talk about the power of customer feedback—we live it.

B2B 152

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The Most Important Customer Service Skills Your Employees Need to Have

The DiJulius Group

Today’s illiterate are those who are unable to make connections with others This blog will answer the following four questions: What are soft skills, and should we call them? Which service aptitude skills are most important for customer-facing employees to deliver an expectational customer experience? Which of the nine service aptitude skills can improve.

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How To Increase Call Center Productivity?

NobelBiz

Productivity in a call center refers to the extent of how well your call center is in meeting the customer’s needs effectively. It might be expressed in many ways, including speed and efficiency of the agents, quality of calls taken, and how well the technology and processes in the call center function. The higher the productivity, the better the service, as less time taken will result in increased customer satisfaction while reducing costs.

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Para Athletics, Shooting & Swimming: Fresh Insights as the Summer Games Continue

Brandwatch CX

Discover the most talked about moments, the most popular para athletes, and the social posts that went viral.

96
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Social Media Moderation: An Ultimate Guide for 2024

Helpware

We all enjoy social media for opening up our way to online freedom and limitless communication. In a world where every tweet, post, and story can go viral in seconds, social media content moderation has become the linchpin of digital safety. Some social networks are unmoderated and uncensored, while others’ content policies are all about strict guidelines.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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Para Athletics, Shooting & Swimming: Fresh Insights as the Summer Games Continue

Brandwatch CX

Discover the most talked about moments, the most popular para athletes, and the social posts that went viral.

92
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Ten More Important Emerging Technologies For 2024

Forrester's Customer Insights

As AI continues to dominate the technological landscape in 2024, security, the need for trust, and innovation in advanced computing remain vital. These trends influenced our selection of the next 10 top emerging technologies for 2024.

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How Retailers Are Taking Customer Feedback to Shape The Future Storefront

Second to None

In today’s digital age, the retail landscape is evolving at a rapid pace. With the rise of e-commerce and the increasing preference for online shopping, traditional brick-and-mortar stores are facing a new set of challenges. But rather than succumbing to the pressure, retailers are embracing these changes as opportunities to reinvent and reimagine the physical storefront.

Retail 62
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How to Keep Your Research's Momentum Going After the Readout

dscout People Nerds

Research leader Eniola Abioye shares her tried-and-true practices for activating your insights—from building a foundation to fostering cross-departmental relationships.

How To 52
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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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As Email Rules Constantly Evolve, Agility is Key to Optimizing Deliverability 

Optimove

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: With stricter requirements from mailbox providers, marketers must now demonstrate agility, both technically and creatively, to maintain inbox placement and drive engagement. Gone are the days when simply targeting engaged users with personalized content was sufficient.

eBook 52
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NPS Driver Analysis: How to Identify and Improve Key Drivers of NPS

SurveySensum

NPS scores provide businesses with an overall picture of customer loyalty and satisfaction. However, this CX metric doesn’t explain the “why” behind why customers feel the way they do. And this “why” is derived from the NPS drivers analysis. These NPS drivers not only help you improve your NPS score but aids you in prioritizing efforts in the areas that matter most to your customers.

NPS 52
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How Digital Invoices Enhance Customer Interactions

CSM Magazine

Switching to digital invoices isn’t just about ditching paper. It’s transforming how you connect with customers, bringing convenience and clarity to their experience. You’ll see benefits like real-time tracking and instant delivery at your fingertips. Imagine the time saved when billing becomes as simple as sending a text! This change reduces costs and improves relationships by showing transparency.

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Boost Your Customer Support Efficiency with AI

Help Scout

Learn how to improve your customer support efficiency and elevate customer experience with the help of AI.

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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

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Designed by (and for) You… Analyst picks for Forrester’s B2B Summit EMEA

Forrester's Customer Insights

This year, Forrester’s B2B Summit EMEA is going to feel different when it takes place on 7th-9th October in London. Based on valuable feedback from participants like you, we’re evolving the event to focus more on practical, hands-on learning, increased peer interaction, and less on theoretical models.

B2B 39
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Why are CX practitioners unhappy with their VoC platform?

eglobalis

What do you want from your VoC platform? I am often asked ‘what is the best Voice of the Customer (VoC) platform?’ or ‘do you recommend platform X?’. My answer is always the same – it depends on your needs. I am keen that CX Practitioners see themselves as customers when buying and using a VoC platform. Most of all I would like you to understand your needs and engage with the right vendors.

e-support 249
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Walmart Tops List of Leading US Retailers By 2023 Sales

Forrester's Customer Insights

Walmart leads Forrester’s 2023 US retailer ranking, with Amazon in second. The top 10, representing 38% of total retail sales, remain unchanged from 2022.

Retail 36
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DCX #116 | 5 Surprising Truths Every New CX Leader Needs to Know

DCX

Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: You've just landed your first CX leadership role Less Talk, More Action The Hidden Cost of Chasing Every Customer Complaint When More Data Leads to Worse Decisions Th

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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DCX #116 | 5 Surprising Truths Every New CX Leader Needs to Know

DCX

Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: You've just landed your first CX leadership role Less Talk, More Action The Hidden Cost of Chasing Every Customer Complaint When More Data Leads to Worse Decisions Th