Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game.

Brands 223

Brands Customer Experience Customer Journeys Net Promoter Score 223

InMoment XI

JUNE 15, 2022

Surveys are a great way to collect information about people’s perceptions, opinions, thoughts, attitudes, etc. But what makes for a good survey or good survey question? The trick is making sure that you’re asking your questions the right way in order to get the data that you need, as well as ensuring that the people who take your survey will all interpret your survey questions the same way.

Survey 260

Survey Consulting Feedback Course 260

IntouchInsight

JUNE 15, 2022

Our team has been working hard to release new enhancements designed to make your life easier. This month, our featured releases are all about making your experience using the Intouch Platform and IntouchSurvey™ even better.

315

315

Lumoa

JUNE 17, 2022

Lumoa Product News for June 2022 Share Dashboards directly with other users! Ever been in a situation where needed to give someone else your cards? Maybe a VIP is joining Lumoa, and you want them to start off with a tailored Dashboard? Now you can!: Copy any Private Dashboard to get a sharable link Links given to teammates make a Shared Dashboard in their account NEW Lock icon to indicate a Private Dashboard, and new People Icon to indicate a Shared Dashboard (as seen below) Learn more

Knowledge Base 208

Knowledge Base Survey Feedback Examples 208

Advertisement

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

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

QuestionPro Audience

JUNE 11, 2022

As phones become increasingly less ubiquitous, it becomes difficult to conduct telephone-based surveys. But the good news is that there’s a new way to conduct surveys! Random device engagement (RDE) is an innovative method of conducting research that uses a respondent’s unique identifier as the keystone of their participation. It is important to note that by observing the identifier of device world ads, survey firms can prevent fraud related to SUMAs (single users, multiple accounts)

Engagement 195

Engagement Advertising Survey Social Media 195

Comm100

JUNE 15, 2022

Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Chatbots allow brands to offer cost-effective 24/7 support, while improving efficiency through automating up to 80% of all support queries.

Chatbots 206

Chatbots Industry Customer Service Wait Times 206

Kayako

JUNE 16, 2022

It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When customers are unhappy, customer service agents are busy. For many years companies believed that customer service was the vanguard for building customer loyalty. Today we know that it’s not quite that simple. The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

Omnicus

JUNE 15, 2022

As private and public sectors alike push through the uncertainties and optimize operations for 2022 and beyond, take note of these contact center industry trends and incorporate them as permanent aspects of your contact center technology strategy for both the customer experience and the customer contact experience. As businesses and customer lives get back on track, we identified some contact center trends shaping the industry in 2022.

Contact Center 140

Contact Center Trends Industry Technology 140

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

Brandwatch CX

JUNE 15, 2022

The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy. If you are a social media rookie, this list of the top free social media monitoring tools might come in handy.

Social Media 144

Social Media Tools Analysis Metrics 144

The DiJulius Group

JUNE 14, 2022

Do you know how to recession-proof your business? I am probably one of the few business owners who actually likes a recession, in some cases, prefers it over a booming economy. I know that may sound crazy, but when you really consider the advantages and disadvantages of both a great and poor economy, a poor. Read Full Article. The post IT IS TIME TO RECESSION-PROOF YOUR BUSINESS appeared first on The DiJulius Group.

Groups 135

Groups How To 135

Eptica

JUNE 15, 2022

Date: Wednesday, June 15, 2022 Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Published on: June 15, 2022. Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Digital technology offers local councils enormous potential in how they serve their local communities.

Technology 126

Technology Government Banking Trends 126

AWS Machine Learning

JUNE 16, 2022

This post is co-written with Sowmya Manusani, Sr. Staff Machine Learning Engineer at Zendesk. Zendesk is a SaaS company that builds support, sales, and customer engagement software for everyone, with simplicity as the foundation. It thrives on making over 170,000 companies worldwide serve their hundreds of millions of customers efficiently. The Machine Learning team at Zendcaesk is responsible for enhancing Customer Experience teams to achieve their best.

How To 122

How To Training Software Metrics 122

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

Topdown

JUNE 13, 2022

Understanding that communication plays an integral role in our everyday lives aids in creating and executing on effective management strategies. Not only within a company, but this also is reflected in the way an organization communicates and interacts with their consumers and customers. Communication truly lays the foundation for any relationship. From there, trust is built, loyalty is developed, and other positives are able to stem, grow, and compound.

Interaction 116

Interaction Communication Customer Engagement Engagement 116

McorpCX

JUNE 14, 2022

Fixing CX Potholes and Using Roadmaps for Your CX program: Insights from Forrester CX North America 2022. The presentations at Forrester CX North America 2022 , which took place June 7-9 at the Gaylord Opryland Resort and Convention Center in Nashville, were full of amazing insights and information. But as always, there were a few key takeaways that stood out for me.

Roadmap 111

Roadmap Customer Experience Customers ROI 111

Totango

JUNE 15, 2022

Right now, we are on the cusp of an economic downturn. Inflation and interest rates are soaring, the stock market is plummeting, and organizations are being forced to make some difficult decisions. All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm.

Customer Success 103

Customer Success Customer relationships Exercises Communication 103

Zonka Feedback

JUNE 17, 2022

Happy employees spend longer time in their organizations and work more efficiently. And the onus of ensuring employee satisfaction and happiness is on the employers. To retain employees and attract new talent, you must create a work culture where employees are not just happy but can also keep in sync their own objectives with that of the shared organizational objectives.

Net Promoter Score 98

Net Promoter Score How To Culture Feedback 98

Advertisement

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

Call Experts

JUNE 16, 2022

You may be asking yourself, “Why do I need after-hours answering service support for my business?” . After-hours support can help you provide a better customer experience and increase your customer base. You may also want to consider the advantages of offering live support round the clock to your customers. Read on to discover why you need after-hours answering service support, why you may be able to benefit from it, and how you can get live support 24 hours a day when you partner wi

Call Center 98

Call Center Contact Center Sales Customer Service 98

BirdEye

JUNE 16, 2022

If your business isn’t listed on Google Maps, it may as well be invisible to potential customers. When people search for businesses and services in their area, they often rely on the top search results in Google Maps to make their decision. As a business owner, you should prioritize getting your business on Google Maps and ranking as high as possible.

How To 98

How To Automotive Customer Experience Management Management 98

Totango

JUNE 15, 2022

What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn? If you’re a Chief Revenue Officer (CRO) today, your initial answer may be to panic. But don’t! While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer bas

Self Service 97

Self Service Customer Journeys Touchpoint Analytics 97

Zonka Feedback

JUNE 14, 2022

Measuring customer feedback has become a necessity for every business in order to align with customers' needs and ensure satisfaction. It also showcases the intent of the organization to prioritize customers and their needs to be able to deliver remarkable experiences.

Feedback 98

Feedback Tools Measurement Customers 98

Advertisement

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

DemandJump

JUNE 14, 2022

Humans are creatures of habit. Once we find something that works, and fits it into our routine, it can be hard to break away from it. However, what if that routine did not give as much breadth as the new option? Marketers have, for years, been feeding into the SEO machine with the understanding that it was the best way to generate organic search traffic and new leads through account-based marketing (ABM).

Marketing 98

Marketing 98

ChurnZero

JUNE 14, 2022

This is a guest blog contributed by Stephanie Neale, CEO of Blind Zebra , a sales and client success training company for B2B pros. It’s a Tuesday morning. You’ve grabbed your coffee and opened your inbox. The first subject line you see is “Cancellation.” It’s from one of your top accounts. [Cue the shoulder slump and exasperated “ugh.”]. Once the initial frustration wears off, your mind begins to play back all your interactions with the customer.

Strategy 98

Strategy B2B Meeting Customer Success 98

Kustomer

JUNE 13, 2022

Instantaneous, chat-based channels are poised to grow in popularity. Kustomer research discovered that CX professionals believe live chat (79%), social media (72%) and SMS (56%) will become more popular in the next three years while legacy channels like voice will stay the same. Messaging channels are therefore expected to become increasingly essential in solving customer issues on-demand to meet customers where they’re already communicating with family and friends.

Tips 98

Tips Customer Service Chatbots Social Media 98

Merkle

JUNE 13, 2022

Brands continue to seek new ways to personalize content for their customers – and for good reason. Personalization leads to better experiences and stronger relationships. One way marketers can do that is through dynamic creative optimization , or DCO, which uses automation to deliver personalized ads in a scalable way.

Brands 98

Brands Marketing Customer Experience Customers 98

Advertisement

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!

ROI

DemandJump

JUNE 13, 2022

If you’re reading this, you might have heard of Pillar-Based Marketing (PBM). If you haven’t, you might be wondering, what is Pillar-Based Marketing? It is a marketing strategy in which you create several pieces of content (we recommend at least 16) that set your brand up as an authority for a topic of your choice.

Marketing 98

Marketing Strategy Brands 98

BirdEye

JUNE 14, 2022

It can be hard for local business owners to keep up with Google’s ever-changing algorithm. However, keeping up with these updates s an essential part of maintaining your business’s online reputation. During a recent webinar, we sat down with SEO expert Steve Wiideman to talk about five new changes to Google’s algorithm and how they can directly impact your business. 1.

Strategy 98

Strategy Hotels Advertising Industry 98

Kapta Customer Success

JUNE 13, 2022

Account Managers need a unique set of tools to provide the right level of service and proactive management to key accounts. While general customer accounts may make up the vast majority of your total accounts, your organization's key accounts can provide up to 33% of your organization's total sales revenue.

Management 98

Management Sales Tools Customers 98