InMoment XI

NOVEMBER 30, 2023

Your company’s reputation is arguably more important than your product or service. That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management.

Brands 378

Brands Management Multi-Channel Social Media 378

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. When Birdeye conducted a survey, we found some impressive social media statistics : 81% of the respondents handle social media on the corporate level 24% of the respondents have employees at individual locations This was interesting because one of the reasons why one of our customers, Valley Veterinary Care, opted for Birdeye’s social media management software is that they felt “when thi

Social Media 113

Social Media Management Guidelines Brands 113

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

BirdEye

NOVEMBER 30, 2023

Lawyers are experts at advocating for their clients, but when it comes to advocating for their firms, many find themselves in unfamiliar territory. You can lean on understanding the law and legal precedents to guide you in the courtroom. But law firm marketing requires different skills — brand building, digital savviness, and a deep understanding of client needs and perceptions.

Marketing 109

Marketing Social Media How To Advertising 109

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

AWS Machine Learning

NOVEMBER 30, 2023

Amazon SageMaker is a fully managed service that enables developers and data scientists to quickly and effortlessly build, train, and deploy machine learning (ML) models at any scale. SageMaker makes it straightforward to deploy models into production directly through API calls to the service. Models are packaged into containers for robust and scalable deployments.

Training 96

Training Travel Examples Data 96

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue. It is critical to mention that my client has done an excellent job prioritizing.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

AWS Machine Learning

NOVEMBER 30, 2023

Amazon SageMaker makes it straightforward to deploy machine learning (ML) models for real-time inference and offers a broad selection of ML instances spanning CPUs and accelerators such as AWS Inferentia. As a fully managed service, you can scale your model deployments, minimize inference costs, and manage your models more effectively in production with reduced operational burden.

Strategy 88

Strategy Analysis Travel Policies 88

Cyara

NOVEMBER 30, 2023

The global contact center market is growing at an unprecedented pace. Already valued at $28.09 billion in 2022 , it’s expected to expand at a compound annual growth rate (CAGR) of 23.9% from 2023-2030.

Contact Center 76

Contact Center Software Trends Marketing 76

MyCustomer

NOVEMBER 30, 2023

I came across the term Customer Success about two years ago, in a company I had just joined, and I thought it was a very positive and exciting idea.

Customer Success 87

Customer Success Customers Company 87

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

Call Center

Blueshift

NOVEMBER 30, 2023

I’m thrilled to announce that Blueshift has achieved the Amazon Web Services (AWS) Advertising and Marketing Technology Competency in the category of Digital Customer Experience! This designation recognizes our expertise in helping marketers improve customer engagement with unified customer data and automated cross-channel campaigns built on a foundation of AI capabilities.

Advertising 64

Advertising Technology Marketing Analytics 64

Optimove

NOVEMBER 30, 2023

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Brands 76

Brands Report Marketing Consumers 76

BirdEye

NOVEMBER 30, 2023

For local businesses, every customer interaction counts, including how they pay. Choosing the right payment processor can transform your checkout into a gateway for customer satisfaction and business growth. The tricky part is that there are a lot of online payment processing solutions to choose from. And now, it has become more critical than ever for small businesses to adopt and implement the best online payment methods and processing services to enhance their overall growth potential.

e-support 57

e-support Sales Banking Tools 57

ChurnZero

NOVEMBER 30, 2023

Artificial intelligence (AI) has long sparked the human imagination, often in the form of science fiction. Movies about AI becoming sentient and moving to destroy its human makers are plentiful, and mostly follow a familiar storytelling format in which the humans fight back and win. Yet when OpenAI, the company behind ChatGPT, released its large language model (LLM) to the public, the tone changed.

Customer Success 52

Customer Success Management Chief Customer Officer Healthcare 52

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

BirdEye

NOVEMBER 30, 2023

What’s the best thing for a plumbing business? A steady stream of clients and a phone that does not stop ringing. It sounds perfect, but it can be hard to achieve, especially in a competitive market. Home service businesses like plumbing companies must constantly be on the lookout to increase their lead generation channels and acquire new customers.

Social Media 57

Social Media Advertising Marketing Strategy 57

Kustomer

NOVEMBER 30, 2023

As brands seek to leverage the power of customer experience for growth, the intersection of humans and artificial intelligence (AI) continues to redefine the ecosystem. The AI/CX Virtual Summit will bring together thought leaders and innovators who are at the forefront of this dramatic shift. Below, we’ll explore the contributions and insights of 5 distinguished session speakers, each offering a unique lens through which to view the future of CX. 1.

Customer Experience 52

Customer Experience Social Media Leadership Innovation 52

Gainsight

NOVEMBER 30, 2023

The field of Customer Success (CS) is evolving, as new technologies offer a path to scale CS teams while guiding users through today’s increasingly digital customer journey more efficiently and effectively. One of the most profound drivers of this CS evolution, like nearly every industry today, is Generative AI. In a world that prizes speed and efficiency, Gen AI promises to be the magical wand.

Analytics 52

Analytics Survey Report Customer Success 52

Zonka Feedback

NOVEMBER 30, 2023

Once your event is over, you might have some questions in your mind like "How well did it go?", "What did attendees like?", "What didn’t interest them?", "What about event sponsors, will they be likely to support the next event?", and many more questions. Getting inside the heads of your attendees and other stakeholders is a hard nut to crack. The best way to know your attendees’ unbiased feedback is to ask them directly.

Survey 52

Survey Feedback Management 52

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

SmartMessage Blog

NOVEMBER 30, 2023

You can step into a new era of marketing transformation with Customer Data Platform! These platforms help you redefine your approach to customer engagement which would enable you to raise your strategy, optimize campaigns, and engage customers like never before. From personalized e-mail marketing to comprehensive data management, this data platform opens doors to a revolutionary marketing journey.

Data 52

Data Customer Journeys Analytics Touchpoint 52

SurveySparrow

NOVEMBER 30, 2023

Let me pose a question to you: Why do some surveys excel at extracting meaningful and valuable data effortlessly? How do some companies know their audiences like the back of their hand? The answer lies in the questions they ask. Well, when it comes to questions, there are primarily two types: open-ended and close-ended questions. This blog will go into the nuances of close-ended questions.

Survey 52

Survey Net Promoter Score Analysis Transportation 52

CSM Magazine

NOVEMBER 30, 2023

The year 2024 marks a significant era for small businesses, especially in terms of logistics and shipping. With the expansion of global markets and the increasing need for efficient, cost-effective shipping solutions, small businesses are seeking options that can help them compete effectively in the global marketplace. This article highlights the top 10 shipping options that have become essential for small businesses in 2024, offering a range of services from local deliveries to international sh

Transportation 52

Transportation Retail Technology Marketing 52

SurveySensum

NOVEMBER 30, 2023

Measuring NPS in the fintech industry serves as an indicator of customer satisfaction and loyalty. Fintech companies that make a real effort to up their customer experience game and boost their NPS scores are setting the stage for solid and long-lasting connections with their customers. It’s the secret sauce for success in the cutthroat fintech market – happy customers, happy business!

NPS 52

NPS Survey Data Case Study 52

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

CSM Magazine

NOVEMBER 30, 2023

Construction sealant application company Burry Sealants has seen a 20 percent expansion of its mobile workforce following the deployment of a cloud-based job management system from BigChange. Burry has also opened a new regional office and completed nearly 13,000 jobs in the last twelve months. With real-time connected mobile app and back-office system, BigChange helped Burry improve both office and field efficiency, reduce paperwork, and improve customer service with better reporting and faster

Customer Relationship Management 52

Customer Relationship Management CRM System Report 52

Brandwatch CX

NOVEMBER 30, 2023

Is the holiday season coming earlier each year? We dove into the social data to see how brands can optimize for the Christmas selling season.

Brands 52

Brands Marketing Data 52

My Customer

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the.

Engagement 52

Engagement Customer Experience Customers 52

Brandwatch CX

NOVEMBER 30, 2023

Is the holiday season coming earlier each year? We dove into the social data to see how brands can optimize for the Christmas selling season.

Brands 52

Brands Marketing Data 52

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

Omni-Channel 40

Omni-Channel Customer Service How To eBook 40

Happy or Not

NOVEMBER 30, 2023

The customer journey doesn’t end with the purchase decision. It typically starts much earlier, and extends far beyond that, including customer interactions, brand experience strategy, and emotional connections. This is why companies should try and measure feedback in real time throughout the journey, from pre-purchase, through the actual purchase, to the after purchase transactions and activities.

Survey 36

Survey Company Social Media How To 36

Forrester's Customer Insights

NOVEMBER 30, 2023

Cigna has set its sights on Humana and plans to close a cash and stock deal to acquire its fellow insurer before the year’s end, according to The Wall Street Journal. STAT News talked about this possibility several weeks ago, in the context of Cigna potentially selling off its Medicare Advantage (MA) business.

Insurance 30

Insurance Healthcare Trends Customer Experience 30