Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Totango

FEBRUARY 23, 2024

It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). According to research by SpencerStuart , CMOs have the highest turnover rate in the C-suite, remaining in the role for only 3.3 The elusive C-suite is a powerful and exciting place to be.

Start-ups 97

Start-ups Business Growth Sales 97

PeopleMetrics

NOVEMBER 9, 2021

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. As such, it’s imperative that your market research and CX programs operate as a joint package. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?.

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

Uniphore

OCTOBER 26, 2021

In addition to its latest $150M Series D funding that was announced in March 2021, Uniphore has announced numerous product innovations and two acquisitions so far this year – the acquisition of Emotion Research Labs and Jacada. Follow our blog ?and and connect with us on? LinkedIn ,? Facebook , and? Instagram.?

Innovation 179

Innovation AI Artificial Intelligence Sales 179

Intercom, Inc.

OCTOBER 2, 2018

We still love that audience, but we now offer products for sales , marketing and support teams and have been going deep on those topics as well. While other parts of our website had evolved to reflect those new realities the blog remained a relatively basic WordPress setup. Time to kill the blog. Our final color palette.

Engineering 162

Engineering Social Media Customer Acquisition Start-ups 162

Intercom, Inc.

SEPTEMBER 22, 2020

Brian says: Intercom’s SVP of Marketing Shane Murphy-Reuter recently caught up with Brian to talk about the importance of conversational relationships and how they can drive exponential business growth. Brian says: “My ‘aha’ was that it was impossible to market to a modern human, they were getting good at blocking it out.”.

Gambling 211

Gambling B2B Education Business Growth 211

VOZIQ

NOVEMBER 20, 2023

If enhancing customer loyalty and driving sustainable growth is a priority for you in 2024, this blog is for you! Offering a 3-step AI-powered blueprint, it empowers CXOs to seamlessly integrate technology with human-centric approaches to navigate the intricacies of customer retention.

Predictive Analytics 52

Predictive Analytics Customer Retention AI Social Media 52

The Customer Service Blog

SEPTEMBER 20, 2023

As many readers will already know, when I’m not editing The Customer Service Blog, I also do university lecturing in the disciplines of Marketing, Management and Business Studies. One of my areas of expertise is pricing strategy, and how this can be used within marketing to maximise profitability. Beer today, gone tomorrow?

Gambling 76

Gambling Hospitality Hospitality Social Media 76

Intercom

DECEMBER 19, 2023

” The message behind this blog post and video comes at the perfect time for support reps who may be feeling a little apprehensive about what their future roles will look like. In order for businesses to survive and thrive, it’s more important than ever to find product-market fit (PMF). Zara Burke , Principal Editor Bots ?

AI 96

AI Engineering Sports Customer Service 96

Intercom, Inc.

JANUARY 18, 2023

Don’t get us wrong – they’re really important when it comes to customer retention, and we’ve covered them extensively in blog articles, podcast episodes, and even in our recently refreshed guide, The Onboarding Starter Kit. You can use product analytics to discover new areas for research. But they’re not the whole picture.

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Totango

JULY 11, 2023

Mid-market leader Totango streamlines the customer journey We believe that CS is a cross-functional sport , so as touchpoints with customers become evermore fluid, ensuring consistent communication between your product, marketing, sales, and CS teams is paramount.

Customer Journey Map 82

Customer Journey Map Sports Innovation Touchpoint 82

Comm100

SEPTEMBER 12, 2023

The key components of SEM include: Research and market analysis : Understand the current higher education landscape, identify target demographics, and recognize institutional strengths and weaknesses. Data-driven decision making : With SEM, decisions are backed by comprehensive research and ongoing assessments.

Education 62

Education Structured Data 62

Inside Customer Service

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Judy Weader is a senior analyst at Forrester who researches the field of customer experience (CX).

Contact Center 130

Contact Center CX Sales Customer Experience 130

Zendesk

JANUARY 5, 2022

Sales prospects are marketing-qualified leads (MQLs) or sales-qualified leads (SQLs) who have been identified as ideal customers for your company and would consider making a purchase. Lead generation requires the talents and expertise of everyone, from sales to marketing teams. Create original research. Attend industry events.

Sales 105

Sales Outlook Social Media B2B 105

Inside Customer Service

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. working for a customer-focused organization) There’s a huge caveat to all this research. Is burnout gripping your contact center?

Contact Center 212

Contact Center Start-ups Customer Service 212

Intercom, Inc.

JULY 31, 2019

With the right setup, a chatbot can power your marketing as well so you never miss a lead. 53% of buyers are more likely to buy from a business they can message, so if you’re looking for ways to make your marketing more effective in 2019, live chat is the way to go. What is chatbot marketing? By using chatbots.

Sales 177

Sales Start-ups Engineering Technology 177

Fonolo

JULY 5, 2023

A negative turn in customer opinion may not destroy your business, but it will almost certainly lead to lost revenue, market share, and reputation. Over the last few decades, many researchers have proven this link between employee behavior, customer satisfaction and the monetary cost of toxic employees. Second chances are unlikely.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Beyond Philosophy

NOVEMBER 11, 2014

This statement from the psychologists Townsend and Bever captures one of the great truisms of human behaviour – and one of the great challenges for marketers. As neuroscience reveals more about what habits are, and how they come to direct our behaviour, it’s becoming clear that marketers cannot afford to ignore the habit-forming.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Uniphore

OCTOBER 21, 2021

Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market. Organizations have an urgent need for platforms that provide end-to-end support for the customer experience,” said Dan Miller, Lead Analyst and Founder at Opus Research. PALO ALTO, Calif. , North America.

Contact Center 189

Contact Center AI Education Healthcare 189

The Customer Service Blog

MARCH 21, 2024

John Lewis is a company I have mentioned numerous times in my blog over the last few years. In fact one of the very first articles in this blog - way back in 2016 - was about them (you can read the article by clicking here ). After all, this entire blog is about customer service! Darren Bugg Editor, The Customer Service Blog.

Retail 57

Retail Finance Sales Customer Service 57

Beyond Philosophy

MARCH 9, 2018

We’re more likely to litter and less likely to recycle or bring reusable bags to the market. But a group of marketing researchers found that men seem to be less environmentally conscious simply because they associate being eco-friendly with being feminine. You might also like these blogs: Customers Are Irrational – Deal With It!

Transportation 178

Transportation Customer Experience 178

Inside Customer Service

OCTOBER 7, 2021

Yet many consultants, including me, already share those ideas via books, blogs, and other resources. I've also created training videos , a free weekly email , and a blog to help guide you. One of the fastest ways to sink a consulting project is to not have the time to give. Lots of meetings. Consultants need access to lots of data.

Customer Service 147

Customer Service Customer Experience 147

PeopleMetrics

NOVEMBER 4, 2020

Is Voice of Customer (VoC) The Same As Market Research? What is the difference between Voice of Customer (VoC) and Market Research? Discover our award-winning Customer Experience (CX) blog: [link]. Do you need both? How can you use them together? In this edition of PeopleMetrics LIVE! , PeopleMetrics LIVE!

VOC 62

VOC CX Start-ups Customer Feedback 62

Beyond Philosophy

MARCH 3, 2015

What is the point of doing research is you are not going to do anything with it? One of my first acts was to attend a feedback session intended to give us the results of our annual customer research project ordered by my predecessors, the third or fourth year we had commissioned it in as many years. Let me give you an example.

Customer Experience 146

Customer Experience Customer Expectations Customer Service 146

Zendesk

APRIL 18, 2022

If you wrote a research paper in college, you may still be haunted by the strict, seemingly arbitrary rules of citations in the MLA, APA, or CMS formats. But there was a good reason to cite your research: you, and anyone reading your paper, needed to know where you got your sources. Blog articles. Content marketing.

Social Media 98

Social Media CRM B2B B2C 98

Beyond Philosophy

JANUARY 19, 2015

Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S.

Sports 143

Sports Social Media Technology Technology 143

The Customer Service Blog

APRIL 23, 2023

When a researcher had contacted a member of one of the most popular groups and told them they liked some of the products shared there, they had been told to buy one of the products and they would be refunded if they gave it a five-star review. According to the Which? We've removed the groups shared with us, for violating our policies."

Legal 52

Legal Government Technology Technology 52

Totango

MARCH 8, 2022

Supporting CS research. Some brands set up their customer success communities to enhance their customer support or to support their marketing efforts. These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders. Posting job opportunities.

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

Beyond Philosophy

NOVEMBER 24, 2014

Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. Researching: When a company is looking to exceed emotional expectations for a customer, they need to know what their emotional expectations are for each moment in the experience.

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Beyond Philosophy

OCTOBER 6, 2014

Organizations create CX teams, undertake new Customer research, do journey mapping, but fall short of dealing with the cause of the problem: How Customer-centric your organization is. This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience. Here is the issue.

Net Promoter Score 154

Net Promoter Score Customer Experience Customer-Centric Organization CEM 154

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. Hubert: Productboard is a project management system, it’s a system that helps product managers make better product decisions and figure out how to bring products to market faster.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Beyond Philosophy

JANUARY 23, 2015

As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. A new study by the McGill researchers indicates that kids lie to their parents when they face punishment.

CEM 126

CEM Customer Retention Customer Satisfaction Customer Loyalty 126

Beyond Philosophy

FEBRUARY 2, 2015

Malini Mohana, Neuropsychology researcher from the University of Cape Town, South Africa defined it like this: “Music can be thought of as a type of perceptual illusion, much the same way in which a collage is perceived. In one study, researchers discovered singing aids in learning a foreign language. I couldn’t agree more.

CEM 166

CEM Customer Experience Management Customer Experience Start-ups 166

Totango

FEBRUARY 8, 2021

The company’s research team analyzes these reviews to determine the top products and companies across a variety of categories. Totango also offers the only free-forever customer success solution on the market that allows organizations of any size to set up, learn, and get started in mere minutes. . .

Start-ups 95

Start-ups Customer Experience 95

Totango

NOVEMBER 27, 2023

The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Market presence: Revenue and number of customers. The post Trends shaping The Forrester Wave™: Customer Success Platforms report appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

B2B 91

B2B ML CRM Customer Relationship Management 91

VOZIQ

JULY 11, 2023

Let’s begin with the first blog from Forrester. The research found that customer emotion is a key driver of CX quality and that brands that can evoke positive emotions in their customers are more likely to succeed. By investing in marketing, they can build a stronger foundation for long-term growth and resilience.

Artificial Intelligence 52

Artificial Intelligence Omnichannel Customer Retention AI 52

Totango

AUGUST 9, 2022

This type of customization provides customers with better service while yielding better results for B2B teams working in marketing, sales, customer service, and customer success. Ideal profile fit: such as using a scoring system to rate marketing and sales prospects based on an inclination to buy. Customer needs and wants.

B2B 99

B2B Customer Journey Map Social Media Net Promoter Score 99