InMoment XI
JULY 4, 2022
2022 is being branded as “ The Year of the Squeeze. ” Challenging economic conditions that are bordering on a recession have forced businesses to either raise prices, cut costs, or a combination of both. And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program.
Alida
JULY 7, 2022
This may come as a surprise, but survey design can be a creative process. With so many question types available, it can be overwhelming. Which question type should you choose? Why?
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Forrester's Customer Insights
JULY 5, 2022
CX leaders can ensure that sustainability is more than just good words and intentions by weaving their firm’s sustainability goals into customer journeys as they unfold. But many CX pros miss the opportunity because they: Fail to make sustainability real. In countries like France and Italy, a growing number of organizations are clarifying their purpose […].
QuestionPro Audience
JULY 7, 2022
On one hand, we can use paired samples designed for two-group experiments (e.g., testing treatment effects). On the other hand, we can use them with more complex structures if the independent variable is spatially structured. This is so that treatments can be administered to different pairs of subjects or objects as they progress through space or time.
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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.
InMoment XI
JULY 5, 2022
Many restaurants, including quick service restaurants (QSRs) are overwhelmed by the impact of online reviews. As of last year, close to 214 million reviews have been posted to Yelp, and 45% of consumers say they’re likely to read a business’ reviews there before visiting. Meanwhile, nearly two-thirds (64%) of people now Google a business before visiting—and a whopping 94% say a negative review has caused them to avoid a business altogether.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 7, 2022
The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.
Brandwatch CX
JULY 6, 2022
With so many Twitter analytics tools out there, it’s hard to know which ones to trust with your Twitter account. Some may wish to track the tweets about their brand or competition, some will want to engage with leads or clients, and others may wish to track the success of their campaigns, among tons of other options. You can plenty of this with Twitter search.
InMoment XI
JULY 7, 2022
When customers are looking for a solution to a problem, they will often turn to a company they trust. Sometimes, they will choose that company even if the product is slightly more expensive because they recognize and trust the name. For example, if a customer is looking for a quick OTC pain reliever, they may turn to Tylenol over a drugstore generic alternative because they know the brand and trust it.
Totango
JULY 8, 2022
It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.
Solvvy
JULY 8, 2022
You may have heard, “You can’t manage what you can’t measure.” It certainly rings true when considering goals like improving efficiency or controlling labor costs. Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. However, not everything is easy to measure.
dscout People Nerds
JULY 7, 2022
Cinema and Media Studies professor Dr. Paul Booth dissects the differences between the “average consumer” and a fan, and what we can learn from studying fandoms.
Merkle
JULY 7, 2022
In a recent blog post, we wrote about the importance of comprehensive data capture in B2B marketing and how to create a value exchange for buyers that would enable that data acquisition.
DemandJump
JULY 8, 2022
Digital marketing encompasses all of the online activities undertaken to promote your business. From hiring influencers to creating email campaigns to online ads, this type of marketing has become a mainstay for many businesses. It’s easy to confuse digital marketing with content marketing —after all, they are closely related. So, what is the importance of content in digital marketing ?
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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.
Totango
JULY 5, 2022
In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. As a customer success leader, it’s important to ensure resources are focused on delivering value and creating exceptional customer experiences, while also keenly identifying any potential opportunities for revenue and expansion.
Blake Morgan
JULY 5, 2022
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?. The B2B buyer journey is changing, and companies that can match changing demands with technology, personalization and flexibility will succeed. . Plenty of research shows that B2B buyers get 50%-60% down the buying journey before they engage with a salesperson. But Mike Marcellin, Chief Marketing Officer at Juniper Networks , says that the buying journey isn’t linear.
ChurnZero
JULY 8, 2022
This article was originally published on Forbes.com. “Oh, by the way, what’s your customer retention?” asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur.
West Monroe
JULY 6, 2022
Becoming digital is not simply a project that utilities embark on. Rather, it’s an evolution and a way of being that will be necessary for survival. Customers today expect that electric, gas, and water service providers will have an immersive and cohesive digital experience—it’s more than customers merely going online and paying their bills.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
Lithium
JULY 7, 2022
Plant the seeds of a flourishing community with SEO. Just because you built it in the digital world doesn't necessarily mean the people will come. Communities across the digital sphere are dependent on the life-blood of traffic. A thriving community is often based solely on user traffic. Traffic can come from various sources: Twitter ads, Facebook posts, in-app guides, word of mouth, etc.
BirdEye
JULY 5, 2022
Patients across the country turn to HealthGrades when they’re searching for new healthcare providers. HealthGrades reviews are trusted by millions of Americans – and if your practice isn’t listed on HealthGrades, you could be missing out on patients who instead choose providers with strong HealthGrades reviews and profiles. HealthGrades should be a major part of your marketing strategy if you’re a medical provider looking to improve your online reputation.
Brandwatch CX
JULY 4, 2022
If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you. Instagram has been expanding its marketing options for some time, and accordingly the number of brands marketing on Instagram has grown from 11.5% in 2013 to 32.3% in 2015. Furthermore, it is one of the best platforms to advertise on – a Forrester report has shown that engagement with brands on Instagram is 10 times higher than Facebook, 54 times higher than Pinterest, and an astonishing 8
Zonka Feedback
JULY 6, 2022
Carrying out a survey within your organization enables you to keep track of your business progress and the milestones you have attained within a particular time frame. Also, surveys play a crucial role in helping you monitor closely and get feedback from the people who matter most to your business. When doing a survey, the data and the findings you generate need to be presented to the respective individuals who need to understand the business's environment.
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.
Merkle
JULY 8, 2022
This is part of a series of blog posts about the Merkle Connected CX Cloud, and how this solution addresses the key use cases and most critical challenges our clients face in achieving a robust ROI from their CX technologies, practices, and strategies. Read part one here.
BirdEye
JULY 7, 2022
Eighty-five percent of Americans bring their smartphones everywhere they go. Their iPhones and Androids are constantly in their pockets, purses, and the palms of their hands – and that’s why texting is one of the most powerful ways to communicate with your customers. As you continue to scale your business, you might have trouble staying connected to your growing customer base.
Genroe
JULY 5, 2022
Over the past few years, I have come across all sorts of research on Net Promoter Score. Some of it positive and some of it negative, but never in the same place or easy to access. Typically, organisations only link to the research that supports their case. So I thought that it would be a […]. The post Net Promoter Score® Research: the “for” and “against” list appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
Zonka Feedback
JULY 3, 2022
When you think about the importance of customer experience, you could be forgiven for your mind wandering to the B2C environment. After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up. But let’s consider just a couple of things here; firstly, your customers are your business.
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
Optimove
JULY 5, 2022
We all know that personalization is key to the success of any CRM Marketing strategy and that is especially true when it comes to a key component in those strategies – mobile app marketing. Long gone are the spray-and-pray days that inevitably resulted in irrelevant, inconsistent messaging, meaningless content, and failure to take into account past interactions and personal preferences.
kommunicate
JULY 4, 2022
Last Updated on July 4, 2022 “Robots are not going to replace humans; they are going to make their jobs much more humane. Difficult, demeaning, demanding, dangerous, dull – these are the jobs robots will be taking. Sabine Hauert, Co-founder of Robohub.org Self-learning AI might sound like something right out of the Terminator movies but [.]. The post Kommunicate’s Self-Learning AI feature – Our Bots Just Got Smarter!!!
MiaRec
JULY 5, 2022
Telling which call recording solution is the right one for your organization can be a frustrating experience. There are a lot of solutions on the market that seemingly offer the same thing and each provider's website rattles off a number of features that all sound the same.
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