Help Scout

AUGUST 22, 2023

Improve your customer experience by providing customers with the info they need at the moment they need it. Follow these 9 knowledge base tips.

Knowledge Base 85

Knowledge Base Tips Customer Experience Customers 85

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

mopinion

AUGUST 23, 2023

Governmental and nonprofit organisations deal with considerable amounts of data. Taxes, unemployment, immigration, impact stories, event registrations, financial data, etc. The list is long. Naturally, this creates a lot of content… as in loads! While posting this sort of information on a website or in a newsletter is an efficient way of reaching a large […] The post 4 ways feedback improves the customer journey for government and nonprofit organisations appeared first on Mopinion.

Government 80

Government Customer Journeys Feedback Financial 80

BirdEye

AUGUST 24, 2023

It’s harder for a business to stand out these days. Traditional marketing, such as content creation and social media, has become non-negotiable. Businesses have to work harder to make their marketing campaigns successful. By tailoring customer marketing messages that resonate with customers’ unique preferences, companies can unlock a powerful avenue for sustainable growth.

Strategy 98

Strategy Marketing Customer Retention Loyalty 98

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Help Scout

AUGUST 22, 2023

Customer experience is a key brand differentiator for SaaS and ecommerce businesses. Here’s how to create a CX strategy and profit from it.

Ecommerce 85

Ecommerce Customer Experience Strategy Brands 85

NobelBiz

AUGUST 22, 2023

Understanding the Basics: What is VOIP? Voice over Internet Protocol, commonly known as VOIP, is a technology that enables voice communication and multimedia sessions over the Internet. Unlike traditional phone systems, VOIP operates by converting your voice into packets of data, transmitting them over the web, and reassembling them at the destination.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

C3Centricity

AUGUST 21, 2023

Introduction: [Capture the reader’s attention by highlighting the importance of employee empowerment and engagement in driving organizational success. Explain how organizations that […] The post Empowering Employees for Success: Fostering a Culture of Empowerment and Engagement first appeared on c3centricity.

Culture 296

Culture Engagement 296

Forrester's Customer Insights

AUGUST 24, 2023

In this week’s Saying Goodbye to MQLs blog, we cover the business impact of leaving MQLs behind and the value you’ll gain when adopting this revenue process transformation.

B2B 49

B2B Sales Strategy Marketing 49

Help Scout

AUGUST 22, 2023

Discover 7 basic, next-level, and intriguing customer experience metrics that will help you measure and improve CX at your company.

Metrics 75

Metrics Customer Experience Measurement Customers 75

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

InMoment XI

AUGUST 25, 2023

Choosing the right partner for your CX program is essential for creating a memorable customer experience and increasing customer loyalty. 73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. It’s clear that creating memorable experiences can not be overlooked, which means choosing a partner for your CX program is one of the most important decisions you will make for your business.

How To 195

How To ROI Net Promoter Score Measurement 195

ECXO

AUGUST 23, 2023

This article was originally posted at [link]. I rarely share personal experiences. But, I have experienced first-hand some of the reasons why Deutsche Bank is losing customers to competitors. In my case, I’m moving with my family to Commerzbank, which has simply yet designed a better customer experience. The bank is showing us that it’s welcoming, and understands how to treat a customer with care and respect (more on the bank’s approach to CX in a moment).

Banking 156

Banking Handbook Retail Loyalty 156

Experience Investigators by 360Connext

AUGUST 22, 2023

❔"I'm new to the idea of customer experience, and while I think it's great, I can't seem to get others at my software startup to really get it. I do what I can by bringing up the customer whenever I can, but I don't really know how to get others to care about it. Any ideas you can share?" ❔We are.

Software 143

Software Customer Experience How To Customers 143

Alida

AUGUST 24, 2023

Keep your insight community healthy by diversifying your activities, recruiting often, and engaging your members frequently. Start learning now.

How To 130

How To Management Engagement Customer Insights 130

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. With 93% of companies embarking on a digital transformation and taking a digital-first approach to their business, it is important that your business keeps up in an increasingly online world by practicing customer experience transformation to ensure you are being proactive—not reactive—about your customer’s expectations.

Customer Experience 195

Customer Experience Omni-Channel Employee Engagement Innovation 195

Comm100

AUGUST 21, 2023

Across schools in North America, a spotlight has rightfully been put on diversity, equity and inclusion (DEI) within admission practices and policies. However, enrollment data suggests that, despite recruitment efforts, there’s much more to be done. As an example, there is a 31%-point gap in college enrollment between 18- to 24-year-olds in the highest and lowest family income quartiles.

Effort Score 130

Effort Score Policies Course Culture 130

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. Usually, this means they collect all sorts of customer insights through surveys and user reviews to better understand their experience.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Help Scout

AUGUST 22, 2023

It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.

Strategy 111

Strategy How To 111

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

BirdEye

AUGUST 25, 2023

Social media is an amazing platform for customers to discover brands, local businesses, and products for their needs. But these platforms hold the potential to be so much more, when combined with social shopping. You can turn your social media audience into customers without them having to leave the platform at all. And that is what social shopping is.

Social Media 98

Social Media How To Ecommerce Advertising 98

Feedbackly

AUGUST 23, 2023

A customer journey or buying journey captures all the interactions between the customer and brand throughout the buying process. As businesses deal with different types of customers, a brand can have multiple customer journeys based on the routes taken by clients to approach the brand, review it, and purchase the products. Analyzing customer journeys helps you assess the quality of touchpoints, identify pain points, and make necessary improvements to enhance the customer experience.

Customer Journeys 98

Customer Journeys How To Touchpoint Social Media 98

Adrian Swinscoe

AUGUST 22, 2023

This is a guest post by Dana Bishop, VP of Experience Research Strategy at UserTesting. Over the last decade, the user experience (UX) industry has not […] The post From sole ambassadors, to the heart of business decisions: the UX evolution of the last decade first appeared on Adrian Swinscoe.

User Experience 98

User Experience Industry Strategy 98

Help Scout

AUGUST 22, 2023

The best customer service tips can only come from world-class teams. Here are 16 tips for delighting your customers.

Tips 111

Tips Customer Service Customers 111

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

BirdEye

AUGUST 23, 2023

What is the first thing you think of when you hear Instagram? If visuals come to mind you are not alone, but the platform is capable of much more. With a user base of two billion active monthly users, if your business is not using Instagram for marketing , you are missing out. But there’s no denying Instagram is unique and comes with a learning curve, that’s why we’re going back to the basics with Instagram 101.

Social Media 98

Social Media Multi-Channel Video Tools 98

kommunicate

AUGUST 23, 2023

Last Updated on August 23, 2023 Below is a simple guide for users who have integrated a chatbot to their website and now want to track its performance. We are going to integrate Google Analytics with a chatbot built using Kommunicate’s Kompose chatbot builder. Before we dive in, let’s see why its important to integrate [.] The post How To Integrate Google Analytics With Your Chatbot appeared first on Kommunicate Blog.

Chatbots 98

Chatbots Analytics How To 98

2020 Research

AUGUST 21, 2023

To make confident business decisions, it is imperative for organizations to understand how and why people use their products in their day-to-day lives. Unfortunately, most of the time that’s easier said than done. While In-Home Usage Tests (IHUTs) are critical to successful product development, they can oftentimes be complex, lengthy, and expensive.

Consulting 98

Consulting Video Feedback Analysis 98

Help Scout

AUGUST 22, 2023

In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential.

Customer Service 105

Customer Service Customers 105

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Magellan Solutions

AUGUST 23, 2023

The marketing landscape is changing due to the evolution of Artificial Intelligence (AI). AI has transformed marketing strategies and is a powerful tool. AI marketing tools are shaping the future of marketing. Initially, AI simplified tasks such as email marketing and social media scheduling. Over time, machine learning algorithms allowed for more advanced customer segmentation and personalization.

Tools 98

Tools Marketing Social Media Advertising 98

BirdEye

AUGUST 21, 2023

Social media is an important part of every business’ content strategy. But just including social media in the strategy may not be enough. Businesses must understand the value it can bring in boosting brand awareness, domain authority, and revenue for your business, especially with social media SEO. Know how to get discovered faster by optimizing content for social media SEO with this blog post.

Social Media 98

Social Media How To Multi-Channel Tips 98

Amplifai Coaching Category

AUGUST 24, 2023

Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction. Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more.

Average Handle Time 97

Average Handle Time Contact Center Strategy Tips 97