Thu.Jun 15, 2023

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How to Handle Negative Customer Feedback

Feedbackly

Negative feedback can be a bitter pill to swallow for businesses. If left unresolved or unaddressed, they can have an adverse impact on your brand image and lead to high customer churn rates. Negative feedback isn’t necessarily a bad thing. In fact, even the most well-performing businesses get complaints from time to time. If you look at it objectively, they offer an opportunity to identify the pitfalls and improve the customer experience.

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5 rules for building an incredible brand relationship with your customers!

Beyond Philosophy

Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not. Unfortunately, people often form codependent or dysfunctional relationships with brands. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. We all have relationships with brands.

Brands 145
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Become Enterprise-Ready with AI

Upstream Works

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 Become Enterprise-Ready with AI appeared first on Upstream Works.

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Speed, consistency, adaptability: Why community is such an essential research tool.

Alida

Amazon music's Head of Design Research, Elisa Chan, reveals sow she uses the power of insight communities to fuel to the product development process.

Tools 130
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Manual Call Reviews? There's a Better Way!

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

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How to Handle Negative Customer Feedback

Feedbackly

Negative feedback can be a bitter pill to swallow for businesses. If left unresolved or unaddressed, they can have an adverse impact on your brand image and lead to high customer churn rates. Negative feedback isn’t necessarily a bad thing. In fact, even the most well-performing businesses get complaints from time to time. If you look at it objectively, they offer an opportunity to identify the pitfalls and improve the customer experience.

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Boost your sales: Unlocking refer-a-friend program secrets

BirdEye

As a local business looking to improve sales, your marketing strategy has to include a refer-a-friend program. It’s a valuable and cost-effective method for attracting new customers by leveraging existing client relationships. In this blog, we’ll define why refer-a-friend programs are essential, what to consider before starting your referral program, and the best refer-a-friend promotion ideas.

Sales 98
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Why are small businesses missing the boat on personalised CX?

MyCustomer

Less than half of consumers believe that small businesses offer a more personalised customer experience than their larger counterparts.

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5 Key Elements of Continuous Testing, the “Traffic Circle” of a CX Dev Cycle

Cyara

Have you ever marveled at the smooth, efficient way that traffic flows around a traffic circle (also known as a roundabout or a rotary)? Instead of intersections with traffic lights where vehicles approaching a centralized location from various directions are brought to a complete stop to allow cross-traffic to move before restarting their journeys.

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Gen Z customers would rather ghost you than complain

MyCustomer

A recent customer service report reveals an increasing ghosting trend among Gen Z.

Trends 116
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Turn Payments Into Personalization: Unlock the Value of Transaction Data

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.

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Build a multilingual automatic translation pipeline with Amazon Translate Active Custom Translation

AWS Machine Learning

Dive into Deep Learning ( D2L.ai ) is an open-source textbook that makes deep learning accessible to everyone. It features interactive Jupyter notebooks with self-contained code in PyTorch, JAX, TensorFlow, and MXNet, as well as real-world examples, exposition figures, and math. So far, D2L has been adopted by more than 400 universities around the world, such as the University of Cambridge, Stanford University, the Massachusetts Institute of Technology, Carnegie Mellon University, and Tsinghua U

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The State of Customer Service Today: Addressing Consumer Frustration and Dissatisfaction

Interactions

The recently published “CX and the Consumer: Pitfalls and Possibilities” report from Interactions, based on a survey of 1,000 U.S. consumers conducted in March 2023, reveals a disturbing trend: most companies are falling short of meeting customer expectations, leading to widespread frustration and dissatisfaction. With 76% of consumers expecting better customer service than they currently receive and 55% asserting that customer service is deteriorating, businesses must pay close att

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Marketing Compliance: Best Practices When Marketing to Customers

ReviewTrackers

Ensuring marketing compliance allows companies to protect brand reputation, inspire consumer trust, and achieve sustainable operations.

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Fatherly Advice: 10 Lessons for Effective Call Center Coaching from TV & Movie Dads

Amplifai Coaching Category

Discover humorous and unexpected insights for effective call center coaching from some of our favorite TV and movie dads.

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Reimagine Your Communications With A Unified Platform

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.

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Nathan Pereira

2020 Research

Travel to London, England with us to meet Nathan Pereira, Vice President of Client Solutions at Sago. While Nathan is a relatively new addition to the Sago family, his impact has already been felt. Get to know him a little better in the Q&A below. Q: What’s the one work item you can’t live without and why? Nathan Pereira (NP): I have an old solar powered calculator.

Travel 52
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Your Step-By-Step Business Plan Guide: From Idea to Implementation

SurveySparrow

Your business plan is your trusty co-pilot in the exhilarating world of entrepreneurship. Properly curating the business plan & questions to be addressed guides you from the budding idea stage all the way to full-blown implementation. But crafting a stellar business plan ? Now, that’s where the real adventure lies. Fear not. SurveySparrow is here to ensure you don’t get lost in the labyrinth of business planning.

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Enhancing Customer Service: The Power of a Contact Center for Utilities

Call Experts

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. Today, utilities play an undeniably vital role in our daily lives. We rely heavily on these essential services, from electricity and water to telecommunications and internet services. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

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Unleashing the Potential of CDPs in the Composable Era (Vlog)

Merkle

Customer data platforms (CDPs) have emerged as powerful tools that are captivating the market's attention. Their remarkable capability to seamlessly manage, stitch together, and access customer data in real-time has revolutionized personalization. In this video, industry experts, Peter Rogers, Head of Technology at Merkle and Michael Katz, CEO of mParticle, dive deep into the intricacies of CDPs.

Video 52
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Unlocking New Applications of AI: What IP Practitioners Need to Know Before Selecting an AI-based Solution

Clarivate

For patent and trademark offices, law firms and corporations seeking to automate intellectual property operations and optimize decision making, artificial intelligence is now considered business critical. In this blog, Vashe Kanesarajah, Head of Strategy, IP Organization at Clarivate, explores how artificial intelligence (AI) and machine learning (ML) are progressing and what this means for the intellectual property ecosystem.

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Sabio Launches Groundbreaking Wellbeing Companion Solution as Part of Major Programme

CSM Magazine

Sabio Group has announced today the launch of a new and innovative Wellbeing Companion solution, which is a key part of its newly created Wellbeing Programme. The digital customer experience (CX) transformation specialist’s Wellbeing Programme is designed to illuminate, implement, and monitor wellbeing strategies within organisations. Its newly launched Wellbeing Companion will play a central role in the programme, taking advantage of ongoing, anonymised data to support advisers and managers as

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Unlocking Insights: How to Calculate CSAT Score?

SurveySensum

Did you know that a whopping 75% of customers consider customer service as a key factor in their purchase decisions? It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores. So, you might be wondering, “What exactly is a CSAT score , and how can it help my business?

How To 52
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12 Social Media Holidays to Celebrate This July

Brandwatch CX

Unearth the most captivating holidays and happenings in July 2023 that you might consider integrating into your social media game plan.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Build a brand relationship with your customers

My Customer

Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not.

Brands 52
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An Introduction to Customer Access Strategy

Brad Cleveland Blog

A Customer Access Strategy is a well-documented, overall plan that guides your contact centre. It helps to think of it as a blueprint for your day-to-day operations. It is “a framework—a set of standards, guidelines and processes—describing the means by which … Continue reading → The post An Introduction to Customer Access Strategy appeared first on Brad Cleveland.

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Change Management In Digital Transformation: There’s No Tunnel, There’s No Light

Forrester's Customer Insights

Change resistance can derail be best transformation roadmap. Read this blog to learn about the most common mistakes to avoid.

Roadmap 47
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An Introduction to Customer Access Strategy

Brad Cleveland Blog

A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your day-to-day operations. It is “a framework—a set of standards, guidelines and processes—describing the means by which … Continue reading → The post An Introduction to Customer Access Strategy appeared first on Brad Cleveland.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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?Change Fatigue In Digital Transformation: Where Has All The Value Gone?

Forrester's Customer Insights

Change fatigue is not about stamina; it’s about a lack of perceived value. Read this blog to learn the key steps to stop fatigue from creeping into your transformation journey.

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June 15 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: London, England, United Kingdom (Remote) Organization: SOAX As a Customer Success Manager, you’ll make success plans for clients that list their key success criteria, success measures, and potential problems along with advice. In order to keep a positive relationship, you should identify any problems that can affect customer satisfaction.

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Shift Into High Gear: Unlocking Insights To Outpace Your Rivals

Forrester's Customer Insights

Read about the four categories of insights that portfolio marketers should consider when aiming to advance business outcomes, drive customer experiences, and support their organization’s growth strategy.