Callminer

OCTOBER 11, 2018

In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights. Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products.

Contact Center 561

Contact Center Non-Profits Compliance Start-ups 561

Totango

SEPTEMBER 22, 2023

Retention increases when customers get results, leading to increased purchasing and ultimately boosting enterprise revenue growth. And, CS has the technology and customer data to feed product, sales, and marketing with the integrated insights to drive innovation forward. Shawn White, Sr.

Outlook 113

Outlook Innovation Omnichannel Education 113

Intercom, Inc.

MARCH 28, 2022

Third, the lines between sales, marketing, product, and support are blurring. When a prospect is intrigued by your outbound marketing and reaches out to your support team to ask a question, is that a marketing, sales, or support issue? The answer is yes – it’s both. More on that later.). So how do you stand out? has seen an 87.5%

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Zonka Feedback

DECEMBER 26, 2023

These innovative technologies are reshaping the way we gather and interpret information, providing unprecedented insights and efficiency. We have shortlisted the tools based on their AI features, the technology powering them, their standout feature powered by Artificial Intelligence, and who is the software best fit for.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

ECXO

SEPTEMBER 6, 2023

Integrating technology gives you a broader reach, quality data (in real time) and deeper insights to drive CX and business improvements. This year’s B2B Pulse survey from McKinsey gives us strong insights on how leaders providing the best omnichannel are driving wave after wave of growth. Here’s one example.

Omnichannel 52

Omnichannel B2B Technology Technology 52

SurveySensum

FEBRUARY 1, 2024

Gives Competitive Edge: Adapting products based on feedback keeps a company ahead in the market. It’s the high-quality insights directly from end-users and customers that drive valuable improvements to your product. Creating a multi-channel feedback system promotes wider customer engagement and richer insights.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

Intercom, Inc.

MARCH 15, 2022

In today’s market, customers expect personalization. Marketers are quick to understand the value of personalization: one report revealed that a whopping 99% of marketers say that personalization advances their customer relationships. So how can you create more personalized and engaging marketing campaigns?

Start-ups 129

Start-ups Customer Relationship Customer Expectations Sales 129

Execs In The Know

SEPTEMBER 14, 2022

In our CX Leaders Trends & Insights: 2021 Corporate Edition report , 35% of survey respondents mentioned they were currently investing in RPA. Market Volume Estimated to Grow to $23.9 RPA is one of the fastest-growing segments of the global software market. According to Statista , the RPA market is forecast to grow from $2.65

Artificial Intelligence 98

Artificial Intelligence Machine Learning Business Operations Technology 98

Zendesk

OCTOBER 25, 2023

In this episode, we delve deeper into some of the key strategies, problem-solving, and insights that propelled ZoomInfo to its current success. Prioritize go-to-market-fit From the beginning, Schuck and his team knew the importance of go-to-market-fit, a common thread among our founder guests.

Innovation 52

Innovation Sales 52

SurveySensum

JANUARY 16, 2024

Hold your horses; You better pay attention to your target market! Read on to learn how to get and work on such feedback for developing and shaping new products for your company. It consists of insights received from different customers about their experiences with your brand as well as your products or services.

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

SurveySensum

JANUARY 16, 2024

Hold your horses; You better pay attention to your target market! Read on to learn how to get and work on such feedback for developing and shaping new products for your company. It consists of insights received from different customers about their experiences with your brand as well as your products or services.

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

SurveySensum

APRIL 8, 2024

Define Your Niche and Target Audience Defining your niche and understanding your target audience is foundational to distinguishing your business in a crowded market. This involves innovative product design, superior customer service, or a unique approach to solving market problems.

Social Media 52

Social Media Engineering Customer Feedback Innovation 52

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. Some of the best ways to do so include: Call your contact center and speak with an agent. Present your product roadmap and get valuable customer input.

Social Media 182

Social Media VOC VOE Contact Center 182

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. These measures weren’t bad business principles, but they also didn’t send the best signal to the team. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense.

Contact Center 148

Contact Center Management Consulting Gaming Innovation 148

Intercom, Inc.

JUNE 7, 2022

Want to get started with live chat for sales? Marketing qualified lead (MQL). This means that your sales team can get stuck in an endless cycle of lead qualification and nurture, instead of spending time where it really matters: building relationships with prospects and closing deals. Here’s what you need to know. Learn more ?.

Sales 245

Sales Start-ups Touchpoint B2B 245

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. By using such a tool, you can easily gather feedback from your customers, analyze it, and gain valuable insights into their experiences. Read customer reviews and testimonials for insights.

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Lumoa

APRIL 4, 2023

For a business to flourish, it has to understand its customers well enough to market effectively to them. One of the best ways to do that is through a customer profile analysis. It’s no surprise, then, that the ERP software market grew by nearly 10% in 2019 as more people realized how helpful this type of tool can be.

Business Growth 83

Business Growth Customer Retention Customer Survey Sales 83

Lumoa

FEBRUARY 16, 2023

One of the best analysis techniques available is the voice of customer (VoC) template. By understanding what your customers want and need you can ensure that you are providing them with the best possible service or product which will help you stay ahead in an ever-changing market. You probably know this. But where do you start?

VOC 94

VOC Unstructured Data Customer Feedback Net Promoter Score 94

Hodusoft

SEPTEMBER 6, 2023

Some provide telemarketing services, some generate leads, some conduct market research, and some conduct telesales campaigns. As per HubSpot’s State of Marketing Report , more than 61 percent of respondents said that generating quality leads is one of their biggest challenges. Getting quality leads is just one part of that.

Customer Retention 96

Customer Retention Sales Contact Center Artificial Intelligence 96

Execs In The Know

APRIL 12, 2024

Get rich insights by mining every word of every conversation to deeply understand why customers are contacting you, how each call was resolved, and where you need to improve, automate, or enhance your customer experience. By structuring data from the get-go, you ensure that subsequent AI solutions have a solid base to build upon.

AI 52

AI Contact Center Structured Data Artificial Intelligence 52

Intercom, Inc.

DECEMBER 14, 2022

The results reveal some fascinating insights into preferences around how companies should talk to their customers, where they talk to those customers, and what they say when communicating with customers. Key insights. The study dug a little deeper to find out which emojis are welcome, and which consumers could do without.

Customer Expectations 129

Customer Expectations Customer Experience Customer Service 129

SurveySensum

NOVEMBER 10, 2023

But with an abundance of website feedback tools in the market, how to choose the right one for your business? What are the best tools out there? Gain insights into how well your website performs on various devices and optimize it accordingly. What is a Website Feedback Tool? How to Choose the Right Website Feedback Tool?

Sentiment Analysis 52

Sentiment Analysis Actionable Insights Social Media Start-ups 52

SurveySensum

MARCH 1, 2024

But the challenge is, how to analyze the NPS feedback to leverage it to its best potential! The problem is: Many companies make the mistake of solely focusing on their NPS, and neglect the valuable insights hidden in the open-ended feedback. I’m sure you don’t want to make the same mistakes.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Zendesk

SEPTEMBER 28, 2022

But the truth is that no matter how intelligent your bot is, there will always be situations when a human takeover is necessary—or at least highly advantageous to reach the best outcome. Marketing chatbots are the perfect solution to automate some of your conversations. And this is just the beginning.

Customer Experience 96

Customer Experience AI Social Media Sales 96

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Why is NPS ® going up or down?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Shep Hyken

OCTOBER 21, 2022

She shares how customer experience is a valuable marketing strategy. If your business follows marketing best practices, you’re probably already implementing user research, collecting customer data, and targeting customers with personalized messaging. However, customer-centric marketing takes all of that a step further.

Customer Experience 69

Customer Experience Engineering Sales Customer Expectations 69

SurveySensum

MARCH 27, 2024

They are constantly improving their product but it is not getting reflected in their numbers. They give you an insight into what your customer is feeling, and that, I can assure you, is what every organization needs. Now, it is imperative to collect feedback the right way and find the best timing. What could they be lacking?

Customer Feedback 52

Customer Feedback Social Media Touchpoint Text Analytics 52

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.

Customer Journey Map 80

Customer Journey Map Construction Customer Relationship Customer Loyalty 80

ECXO

DECEMBER 20, 2023

In the same year Jurassic Park arrived in our cinemas (1993), Don Peppers and Martha Rogers predicted in their great book, The One to One Future , the end of mass marketing and a shift to personalisation. As discussed in a recent post, CX leaders have moved beyond personalisation and account-based marketing.

Customer Experience 52

Customer Experience B2B AI Machine Learning 52

Lumoa

OCTOBER 12, 2020

While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges. But all companies, even companies with less mature programs, get tons of customer feedback thrown their way from another source: the customer themselves.

Customer Feedback 83

Customer Feedback NPS Sales Engineering 83

Experience Investigators

NOVEMBER 7, 2023

The answer and best strategies are backed by science and decades of social behavior. That’s certainly a benefit of customer loyalty, but there are deeper forces at work. But first and foremost: even the best customer retention strategy won’t save a bad product. What about customer call transcripts or support emails?

Customer Retention 98

Customer Retention Social Media Customer Loyalty Start-ups 98

SurveySensum

FEBRUARY 20, 2024

Therefore, you should start by conducting market research. It will help you gain helpful insights into the preferences of your target audience. Analyzing your target audience deeper will help you create relevant and engaging content. A localized approach allows your business to thrive in a new market.

Engineering 52

Engineering Customer Feedback Start-ups Social Media 52

Sprinklr

SEPTEMBER 9, 2021

According to Gartner data , 62% of marketing leaders report facing a significant or moderate challenge in leveraging integrated customer data. If you’re not able to convert your social listening data into actionable insights, at scale, it’s time for you to take another look at your social listening tool.

Social Listening 110

Social Listening AI Social Media CXM 110

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. This will help you choose the right and the best InMoment alternatives.

Text Analytics 52

Text Analytics Actionable Insights NPS Customer Feedback 52

Intercom, Inc.

MARCH 16, 2021

But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Armed with these insights, you can pinpoint exactly how to improve your team’s effectiveness, improve resolution times, and enhance customer satisfaction.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Shep Hyken

SEPTEMBER 16, 2022

This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. Categories are key to producing actionable insights on top of rating questions, such as CSAT score (customer satisfaction),? Augmented Intelligence: Combing the Best of Both Worlds.

Customer Feedback 61

Customer Feedback Artificial Intelligence Net Promoter Score Actionable Insights 61