Win the Customer

SEPTEMBER 12, 2023

In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Seamless Omnichannel Experience As pointed out by the experts at Salesforce, an omnichannel approach is pivotal in modern customer experience. Embracing Technology: A Gateway to Innovation 1.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Social Media CX Customer Retention 94

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. It’s time to put up or shut up.

Customer Experience 154

Customer Experience Social Media Gaming Education 154

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Customer Experience 94

Customer Experience Artificial Intelligence Outlook CX 94

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. This makes you a loyal customer.

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Experience Investigators

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Shep Hyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. In a recent survey by SuperOffice , 45.2% Enabling agents.

Contact Center 65

Contact Center Customer Experience Artificial Intelligence Omnichannel 65

Uniphore

JULY 8, 2021

While it doesn’t have to be an enjoyable experience, it should at least be an effortless experience, don’t you think? Jacada helps leading and growing companies simplify their customer experience and employee experience with the power of automation and AI. or other similar tools.

Sales 246

Sales B2B AI Customer Service 246

Steven Van Belleghem

DECEMBER 6, 2021

When customers interact with the companies and brands they do business with, they expect knowledgeable employees, friendly employees, easy access to help/support when needed, fast response when communicating, and an easy/frictionless experience. In the former social media era (Web 2.0) It’s what happened yesterday.

CX 123

CX Customer Experience Non-Profits Social Media 123

Aquire

SEPTEMBER 18, 2021

If you really want to get ahead of your competition, you should have a great customer experience strategy. Customer experience (or CX) is where most companies compete nowadays as product and price have become less important in the eyes of customers. What is a customer experience strategy?

Customer Experience 98

Customer Experience Social Media AI Predictive Analytics 98

RateMyService

OCTOBER 13, 2023

In today’s fiercely competitive business landscape, customer experience is a critical differentiator. Brands that actively engage with feedback , resolve issues and drive continuous improvement are better positioned to deliver exceptional customer experiences, consistently outperform their competitors and fuel sustainable growth.

Close the Loop 52

Close the Loop Customer Experience Customer Feedback Customer-Centric Organization 52

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Experience Investigators

JULY 20, 2021

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! Typically, this means collecting customer feedback. But this happens.

CX 131

CX Close the Loop Social Media Voice of the Customer 131

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy.

Voice of the Customer 169

Voice of the Customer VOC Social Media NPS 169

Aquire

JULY 13, 2021

Brand and customer experience are two sides of the same coin. What we mean is this: how customers see you as a brand is shaped by how they interact with you throughout their buying journey — from ads to word of mouth, from pre- to after-sales support, from social media engagement to branded events. Let’s see how.

Customer Experience 59

Customer Experience Social Media Net Promoter Score Omnichannel 59

SurveySensum

DECEMBER 21, 2023

You see, around 54% of people like you check out a brand or product on social media. But, how to avoid bad reviews and leverage social media as a robust customer feedback tool to create a great online presence for your brand? But have you ever thought about why negative reviews happen on social media?

Social Media 52

Social Media Social Listening Customer Satisfaction Customer Feedback 52

Sprinklr

AUGUST 24, 2021

There is an interesting story about an interview question at a bank where candidates were asked, “What do you think of social selling?” It was a trick question, intended to weed out the inexperienced social explorers from those that had hands-on enterprise social media experience. So, what is social selling?

Social Media 111

Social Media Social Listening CXM Compliance 111

SurveySensum

JULY 19, 2023

According to a new Forbes Insights and Arm Treasure Data survey of more than 1000 customers worldwide, 74% of customers said they are likely to buy from brands based on experience alone. This statistic emphasizes the critical role that retail customer experience plays in customer loyalty, brand advocacy, and business growth.

Retail 40

Retail Customer Experience Social Media Customer Feedback 40

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

SEPTEMBER 14, 2020

Digital customer experience is the new battleground. . The companies that are winning the digitalization race are acquiring more customers and making more money! Digital has become the new channel of interaction amongst the customers. . It gives you the competitive edge to serve the customers’ needs and requirements.

Customer Experience 59

Customer Experience Sentiment Analysis Social Media CX Transformation 59

SurveySensum

JUNE 13, 2021

Give customers a positive customer experience and they will buy more. But, what no one talks about is, how to deliver that positive customer experience? A customer experience strategy is what helps you deliver delightful customer experiences to the customers. . Source: [link].

Social Listening 111

Social Listening CX Unstructured Data Social Media 111

Fonolo

MAY 23, 2023

We’ll also highlight essential tools for a successful hyper-personalization strategy. Hyper-personalization in the contact center is a customer experience strategy that uses advanced technologies and data analytics to deliver tailored interactions. It enables a more precise and relevant customer experience.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

Sprinklr

SEPTEMBER 16, 2021

How does social monitoring and social listening help protect your brand? Social monitoring and social listening are important processes to protect your brand’s health and reputation. Brand monitoring marries social monitoring with social listening to gather deeper insights on your brand mentions.

Social Listening 87

Social Listening Social Media CXM AI 87

Steven Van Belleghem

APRIL 20, 2021

Few companies are as obsessed by customer experience as Amazon. I had the honour of talking with Seth Godin at the UBA Trends Day very recently (Check the recap that Peter Hinssen and I made here ) and yet again, he proved that he is a god amongst men when it comes to branding, storytelling, marketing and customer experience.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Execs In The Know

APRIL 5, 2024

Read on as these CX experts (who, combined, share nearly a century’s worth of experience) provide insights on how brands can balance operational efficiency and customer-centricity in the digital age, how to offer a seamless channel experience in the quest for customer delight and loyalty, and how to navigate the era of CX AI and automation.

Contact Center 52

Contact Center AI Social Media CX 52

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Experience 133

Customer Experience Age of the Customer Construction Social Media 133

Steven Van Belleghem

DECEMBER 6, 2020

Increasingly, we are moving into an era where everything is commerce and we will be shopping from our streaming channels, videos, social media and messaging and even from billboards in the street. Everything we see will have the potential to become a transaction. The store will be everywhere around us: E(everywhere)-commerce. versus 8.1%

E-commerce 98

E-commerce Customer Experience Social Media Entertainment 98

Zendesk

FEBRUARY 12, 2024

Top 35 customer service and customer support podcasts Conversations with Zendesk The Modern Customer Podcast CX Pulse Podcast CXChronicles Podcast Customer Service Academy Customer Service Revolution Customer Experience Superheroes Amazing Business Radio Future of Customer Service Crack the Customer Code Experience This!

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Experience Investigators

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. What feedback do we want?

Voice of the Customer 130

Voice of the Customer Close the Loop VOC Social Media 130

Steven Van Belleghem

APRIL 27, 2021

1. Think about partner Experience. There has been a lot of talk about employee experience being the backbone of customer experience lately. And I truly believe that happy employees beget happy customers. Not just the Grab app but other tools too, like WhatsApp and Google Maps. Think in ecosystems.

Customer Experience 104

Customer Experience Transportation Artificial Intelligence Government 104

Fonolo

JULY 13, 2023

Active listening skills are the foundation of effective communication. In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean and responding in a manner that makes them feel heard and validated. People just want to be listened to.

Customer Service 67

Customer Service Contact Center Social Media Start-ups 67

Intercom, Inc.

DECEMBER 4, 2020

While the speed of these changes can make it feel revolutionary, a core theme we’ve heard from guests across the series is that new technologies are actually bringing us back to a more traditional way of shopping where customer experience, personalization, and even localization are at the forefront.

E-commerce 152

E-commerce Retail Technology Technology 152

Fonolo

AUGUST 10, 2021

A customer care strategy should be put in place to ensure the service your agents provide is always top notch and that the customer experience stays consistent throughout your organization. If customers receive the same high-quality service every time they get in touch, they’re more likely to keep calling back.

Contact Center 167

Contact Center Customer Service Social Media Start-ups 167