Totango

MAY 17, 2023

Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the rei

Sales 108

Sales Marketing Sports Customer Journeys 108

Bill Quiseng

MAY 17, 2023

Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.

Metrics 88

Metrics Customer Care NPS Loyalty 88

C3Centricity

MAY 16, 2023

As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt the strategy. I, therefore, thought it would be useful to share the topics my clients ask me about most frequently and my responses to them. If you, too, have questions about customer centricity, I’m sure you will find the answers you’re looking for below.

Customer Centricity 226

Customer Centricity Strategy Customers Sales 226

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

Customer Service 120

Customer Service Advertising Customer Service Training Sales 120

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

Steve DiGioia

MAY 15, 2023

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. That’s right, your every move. They’re watching your every decision, every action, and every word. And if you’re not careful, they’ll have no qualms about letting you know when you’ve screwed up. Now, you might be thinking, “But I’m the boss!

Customer Satisfaction 182

Customer Satisfaction Social Media Loyalty Feedback 182

Thematic

MAY 15, 2023

How do you prove that the cost and effort involved in developing and maintaining your customer experience programme is worthwhile? To get buy-in from stakeholders, you need to demonstrate how success will be measured, and the estimated return on your investment. As you’re probably aware, there are calculators available via most major customer experience platforms.

Omni-Channel 62

Omni-Channel NPS Financial Net Promoter Score 62

Adrian Swinscoe

MAY 15, 2023

This is a guest post by Likitha Andugula, Marketing Analyst at Upshot.ai With the advent of digital devices and technology, we have been accustomed to having […] The post How to improve patient experience using gamification? first appeared on Adrian Swinscoe.

Gamification 98

Gamification How To Technology Marketing 98

Knowmax

MAY 16, 2023

The post Top 15 Customer Support Statistics In 2023 appeared first on Knowmax.

Customers 52

Customers Trends Customer Experience 52

CX University

MAY 16, 2023

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect. Therefore, it is crucial for companies to focus on improving customer experience by investing in global professional development with online courses.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

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.

System

InMoment XI

MAY 18, 2023

–Automotive benchmark study with 50 year track record reveals top vehicle models ranked by consumers –The New Vehicle Customer Study (NVCS) is used by major automotive manufacturers and suppliers, government agencies, think tanks, and academia SALT LAKE CITY, May 18, 2023— InMoment®, the global leader in automotive Customer Experience Improvement (XI) , announced winners for the fifth annual eNVy Awards ®.

Study 260

Study Automotive Sports Roadmap 260

IntouchInsight

MAY 15, 2023

All businesses need to ensure their premises are safe for visitors. For example, everyone needs to ensure customers don’t slip in an icy parking lot. But food preparation adds another level of complexity.

Software 292

Software Examples Customers 292

Comm100

MAY 16, 2023

One of the biggest challenges colleges and universities face today has nothing to do with education itself — it’s cybersecurity. Hackers now look for vulnerable institutions to tap into a wealth of data and the numbers support this worrying trend. According to Check Point’s 2023 report , education and research continues to be the most targeted sector for cyberattacks, so choosing a secure live chat software is essential.

Chatbots 199

Chatbots Software Financial Tools 199

Experience Investigators by 360Connext

MAY 16, 2023

Ever wish you had a crystal ball to predict customer complaints and issues? While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments along the customer’s journey. There are ways to be proactive in customer experience that apply to almost every journey. There are a lot more than five ways, but these can inspire you to look at your customer’s journey and take action.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

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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.

Communication

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I often think about this since, as a CX Manager for 10+ years I’d never thought of myself as a change agent yet the work I performed certainly had some incremental effect on the overall success of the organization, particularly from a customer experience perspective.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

IntouchInsight

MAY 17, 2023

The Intouch Insight Platform just got a lot more powerful! Our new add-on feature packs allow you to customize the Intouch Insight Platform to meet all of your business needs.

Meeting 156

Meeting Customers 156

TechSee

MAY 18, 2023

Companies across all industries are searching for innovative ways to streamline operations and enhance the customer experience. In the realm of visual assistance, our partners are making a significant impact through TechSee’s Visual Intelligence Studio (VIS). With their VIS certification, these highly engaged partners are revolutionizing the way businesses engage with their customers.

Self Service 109

Self Service Competitive Advantage Telecommunications Insurance 109

ECXO

MAY 15, 2023

Image source: SAS If you’re a marketer, chances are you’ve heard about MadTech. But if you haven’t, don’t worry – it’s never too late to join the party. So let’s dive into what MadTech is, why it’s important, how we got here and three tips you can use to get ready for marketing in a world driven by MadTech. What is MadTech? The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute.

Tips 133

Tips Net Promoter Score Advertising Customer Journeys 133

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.

Retail

ReviewTrackers

MAY 18, 2023

Beyond monitoring and responding to reviews, marketers are developing various strategies in order to get more reviews. As much as 88 percent of consumers trust online reviews as much as personal recommendations. Customers don’t really trust businesses with lower than 4-star ratings. 80 percent of consumers say the star ratings they trust the most are 4.0, 4.5, and 5 stars.

Brands 123

Brands Multi-Channel Case Study Automotive 123

Clarivate

MAY 18, 2023

As part of our on-going commitment to research integrity, we recently shared that we planned to investigate how we can provide greater transparency regarding which journals are covered in the Web of Science Core Collection. We thank our many community partners for their feedback and acknowledge the request for even more clarity around which journals are added or removed.

Policies 122

Policies Course Feedback Resources 122

Kustomer

MAY 15, 2023

Today marks a significant milestone for Kustomer as we begin our next chapter as an independent company. We’re poised for even greater success with the backing of our original partners who have invested $60M in capital to ensure Kustomer’s growth for many years to come. More importantly, we bring a core team of dedicated professionals who believe in our mission to elevate every customer experience by transforming the way businesses and consumers communicate.

Company 111

Company CRM Innovation Communication 111

Blake Morgan

MAY 13, 2023

Being a working mother has always come with challenges. But in the last few years, as the pandemic and economic uncertainty affected women disproportionately more than men, those challenges have risen to another level, driving many women out of the workforce or away from leadership positions in what experts call a “Mom-cession.” Companies need the valuable and unique contributions of women, especially mothers.

Company 105

Company Resources Travel ROI 105

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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

Retail

BirdEye

MAY 17, 2023

With all the options for communication, people have nowadays, you may think phone calls are old fashion or outdated. However, don’t let all those smart screens fool you. People are making and receiving more phone calls than ever. And as a result, more businesses are turning to voice messaging. Voice messaging technology can help you tap into the power of communicating via phone more efficiently.

Software 98

Software Fashion System Communication 98

ECXO

MAY 16, 2023

What is a Customer Data Platform? The CDP Institute defines a customer data platform as “packaged software that creates a persistent, unified customer database that is accessible to other systems.” CDPs originally had four simple characteristics: ingest data from multiple sources; manage identities; segment audiences, and provision data to other systems.

Data 98

Data eBook System Software 98

Clarivate

MAY 18, 2023

Marko Damjanovic, Head of Corporate Sustainability at Clarivate, reviews our 2022 ESG milestones and highlights our 2023 goals for advancing our strategic commitments to the United Nations SDGs – all by accelerating our actions and by helping our customers achieve their goals. At Clarivate we put sustainability at the heart of our business goals and we want environment, social and governance issues to be the core of our global culture, serving as guiding principles for every decision we make.

Report 98

Report Innovation Government Culture 98

kommunicate

MAY 19, 2023

Last Updated on May 19, 2023 Picture this. You have a patient who is sitting in the comfort of their home, getting answers to their most common queries. This without even talking to your hospital support staff. Your support staff are a happy bunch, since they don’t have to be on the phone or chat [.] The post Navigating the Digital Frontier: The Pros and Cons of Symptom Checker Chatbots appeared first on Kommunicate Blog.

Chatbots 98

Chatbots Hospitality Healthcare 98

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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.

Customers

BirdEye

MAY 17, 2023

Your company’s mission statement is a key driver of its growth. An effectively crafted mission statement can give your employees purpose, drive decisions, and avoid decision-making missteps. In this article, we’ll share 15 inspiring mission statements and learn how to write a mission statement that resonates with you and your customers. Table of contents What is a mission statement?

Examples 98

Examples Innovation Sports Social Media 98

Magellan Solutions

MAY 15, 2023

Excellent customer service can lead to a more powerful sales funnel, which means more customers and business revenue. But not all businesses provide a fantastic job in this area. Everyone can share a horror story about poor customer service. According to Salesforce Research, 89 percent of consumers said that they’re more likely to become repeat buyers after a positive customer service experience.

Telecommunications 98

Telecommunications Poor Customer Service Customer relationships Loyalty 98

2020 Research

MAY 16, 2023

Over The Shoulder is a mobile ethnography tool that consists of a user-friendly smartphone app designed for participants to effortlessly share their real-time experiences and insights with researchers. As a readily accessible app on their smartphones, it enables participants to document events and journal experiences in real time. This powerful mobile ethnography tool not only allows participants to share valuable moments with you, the researcher, but it also alleviates the need for moderators t

Consulting 96

Consulting Study Tools Consumers 96