ShepHyken
DECEMBER 26, 2023
Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. And for everything else, too! But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. With that, here are 10 ideas. Many, if not all, will apply to you and your business. Do more in 24!
Win the Customer
DECEMBER 23, 2023
In an era where technology is deeply integrated into customer touchpoints, the responsible use of AI holds immense potential to revolutionize customer experiences. The ethical deployment of AI not only improves customer satisfaction but also fosters trust and transparency. Here are 15 impactful ways to implement responsible AI and elevate customer touchpoints: 1.
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Optimove
DECEMBER 25, 2023
Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: Today’s hyper-connected customers interact with brands through a dizzying myriad of channels, from websites and email to mobile phones and social media. At every touchpoint, they expect a consistent and personalized experience, and successfully providing one requires a robust customer orchestration strategy.
ShepHyken
DECEMBER 25, 2023
Top Takeaways: The customer’s perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions. Embrace continuous improvement. Once you find success, it doesn’t mean you should stop. Keep learning and looking for changes to enhance the customer experience.
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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
Forrester's Customer Insights
DECEMBER 27, 2023
Danger! Obstacles Ahead! Customer experience (CX) has been a professional competency for two decades, and “Prove CX ROI” is still our CX clients’ top priority! Forrester’s data shows that 86% of CX professionals are building (or rebuilding) their business cases.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
SurveySparrow
DECEMBER 25, 2023
It is common knowledge that Net Promoter Score can propel a business to new heights. You might also know about transactional NPS and relational NPS. But what do you think works better? Focusing on an overall experience or individual aspects of a customer journey and improving each touchpoint experience. I think the latter. Well, you need not decide already.
SurveySparrow
DECEMBER 23, 2023
Have you ever thought about how many people actually like taking surveys at the kiosks in public? Surprisingly, a good chunk does! And this number is growing as businesses realize it’s a great way to get quick, direct feedback. (Psst…Did you know that people tend to be more honest with kiosk surveys? It’s true – they give businesses a real peek into people’s thoughts without filters.
SurveySparrow
DECEMBER 26, 2023
In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. By collecting and analyzing customer feedback, Voice of the Customer framework help organizations gain valuable insights and make decisions based on data.
SurveySensum
DECEMBER 26, 2023
What would you choose? A product with exceptional customer service Or a bug-free product? In the ever-evolving landscape of business, the ongoing debate regarding whether customer service or bug-free product should take precedence continues to fuel discussions. So, we dedicated ourselves to taking up this discussion on the internet and asked top CX experts about their opinions on the ‘CX Question of the Day’ initiative.
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
ECXO
DECEMBER 26, 2023
02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. The good news was that many different authors and approaches emerged more practical and different from the typical mindset of thought leaders.
MiaRec
DECEMBER 29, 2023
Are you trying to understand the general cost of Conversation Intelligence and Automated Quality Management solutions for your contact center? Are you frustrated that you cannot find reliable pricing information anywhere?
Clarivate
DECEMBER 27, 2023
At Clarivate we put sustainability at the heart of our business goals. Environment, social and governance issues are at the core of our global culture, serving as guiding principles for every decision we make. Our sustainability report is full of real-life examples of how we help our customers, colleagues and communities, with transparent, data-driven results and real insights on where we need to focus moving forward.
BirdEye
DECEMBER 26, 2023
Every business owner wants to expand and invest in newer markets. But most struggle with the decision as they have no proof that customers will support it. But this can change if your business actively measures brand salience and takes steps to improve it. By monitoring customer signals and feedback, you can know your standing in the market and try to become the #1 choice against all odds.
Speaker: Jam Khan, SVP, Product Marketing at ZoomInfo & guest speaker Amy Hawthorne, Principal Analyst from Forrester
Buying signals extend well beyond intent. They give go-to-market teams the chance to know everything about their customers. With buying signals, they can reach more customers and win more deals. Join Jam Khan, SVP, Product Marketing of ZoomInfo and guest speaker Amy Hawthorne, Principal Analyst from Forrester for this new webinar where you'll find out how marketing teams operate more efficiently and sales teams close more business when they act on buying signals, not just intent!
Beyond Philosophy
DECEMBER 29, 2023
It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. Reflection is a key part of the growth process. That’s why we are excited to continue our tradition of reflecting on the past year and what we learned during it.
Helpware
DECEMBER 28, 2023
Success and progress in business and employee development are never about remaining static or clinging to comfort zones. True growth lies in our ability to embrace new approaches and change, even when it's difficult or discomforting. It's about recognizing that innovations and shifts in any area are not obstacles but opportunities. By accepting, adapting to, and using these changes, we open ourselves to new possibilities and can do better even with less effort.
Optimove
DECEMBER 28, 2023
Enhance your customer segmentation with our advanced guide Download Now Why it Matters: From responsible AI use to journey orchestration, these are the places you should put your focus to elevate your CRM Marketing in the new year. The Big Picture: With 2023 in the books, it’s time to pave the way for continued innovation and more meaningful customer connections in the year ahead.
ShepHyken
DECEMBER 24, 2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro (CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf clu
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
Beyond Philosophy
DECEMBER 28, 2023
This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. For example, I asked him about the short-term implications of AI, meaning in the next one to five years.
Zonka Feedback
DECEMBER 29, 2023
In today's data-driven world, collecting data is the lifeline of decision-making, strategy formulation, and innovation. Picture this: a healthcare provider leveraging a mobile app to gather patient feedback instantly after appointments, a retail chain conducting on-the-spot inventory checks using tablets, or a field researcher capturing environmental data with a few taps on a smartphone.
BirdEye
DECEMBER 28, 2023
Imagine walking through a town where each street corner has a storyteller ready to share a tale tailored just for you. As you move from one street to the next, the stories change, reflecting what each storyteller knows you’ll love. Geofencing marketing works similarly – It’s like setting up invisible storytelling corners around a business.
Kapta Customer Success
DECEMBER 25, 2023
The key account management role is misunderstood. Nobody seems to know what we do every day. It’s common for people within an organization to think we are glorified support, some flavor of a sales team, or a marketing team. But nothing could be further from the truth! And this misconception is painfully telling of the communication in the organization about how we're supporting and understanding our customers.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
CSM Magazine
DECEMBER 29, 2023
As management students, we are often faced with the question of whether it is more effective to study alone or in a group. The decision can be a challenging one, as both methods have their own set of advantages and disadvantages. Additionally, for those who may consider alternative approaches to managing their academic workload, exploring options like “ mypaperwriter.com ” can be a viable choice.
SurveySensum
DECEMBER 29, 2023
In today’s dynamic healthcare landscape, enhancing the patient journey stands as a paramount goal. Recent statistics underscore the pivotal role patient experience plays in defining the quality of care provided. Recognizing this significance, healthcare institutions are increasingly turning to a powerful solution. – Patient Feedback Patient feedback serves as a beacon, providing invaluable insights that illuminate the path toward refining operational strategies within healthcare settings.
BirdEye
DECEMBER 25, 2023
Have you ever come across an imposter Facebook page related to your business, a page you did not create? That’s what we call an unofficial Facebook page. Why should you care? These pages can confuse your customers and hurt the online reputation management you’ve worked so hard to build. In this blog, we dive into a topic that might seem niche but is incredibly important for any brand on Facebook.
SurveySparrow
DECEMBER 29, 2023
When it comes to business competition, offering an exceptional customer experience (CX) is an absolute must. An outstanding CX is the heart of customer retention and a key strategy for customer acquisition. To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. This article aims to walk you through a step-by-step process of building a customer experience roadmap, setting you on a course towards establishing an immersive
Advertiser: ZoomInfo
Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.
Opinionator
DECEMBER 28, 2023
Key Takeaways: Streamlined Restroom Alerts for Facility Teams Cleanliness matters: A 2023 study by the American Restroom Association revealed that 73% of customers judge a business based on the cleanliness of their restrooms. A clean restroom directly impacts brand perception, customer satisfaction, and revenue. Smart restroom technology has developed to improve restroom standards but have smart […] The post Restroom Alerts Simplified: Cell Phones Beat Costly Monitoring Systems appeared fi
Kustomer
DECEMBER 28, 2023
The AI/CX Virtual Summit 2023 , hosted by Kustomer on December 12th, marked a significant event for customer experience (CX) professionals and enthusiasts. The summit, with its rich content spread over 15+ hours, was not merely a virtual conference; it was a gathering of ideas, discussions, and insights from leaders around the ecosystem. The significance of the event was really about its timing, as it came at a moment when AI is changing quickly and every technology company and agency is trying
BirdEye
DECEMBER 25, 2023
LinkedIn stands alone as a haven for business growth. As per LinkedIn’s official statistics, more than 61 million companies are listed, but creating a business page isn’t enough. If your LinkedIn Business Page is gathering dust like an old yearbook, it is time to transform it into a lead-generating powerhouse. As per Demandsage, LinkedIn users who see business and acquisition messages are six times more likely to convert.
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