Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. Companies that automate customer support are nearly 4x more likely to see CSAT improvements. . Understanding the automation opportunity.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Zendesk

FEBRUARY 7, 2024

What are customer win-back campaigns? Customer win-back campaigns are marketing efforts designed to reengage inactive or churned customers. The goal is to win back the loyalty of these individuals through targeted messages, special offers, personalized discounts, and more.

E-commerce 52

E-commerce Start-ups Omnichannel CX 52

VOZIQ

AUGUST 13, 2023

Customer-obsessed businesses have one focus, a happy customer, and we have some books that show how much-satisfied customers contribute to the company’s overall growth. Here’s our pick of the quarter; let’s begin with an insightful book that delved deep into customer research.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Zendesk

SEPTEMBER 7, 2022

That’s certainly been true in the past several years, when a record number of customers flocked to online channels to do their shopping. Almost overnight, retailers big and small had to adapt to a whole new way of serving their customers digitally. Customer story: Wine.com. But that’s table stakes.

Retail 98

Retail CX Non-Profits Omnichannel 98

Ameyo Callversations

JANUARY 3, 2022

The future of customer-centric businesses and marketing will be more diverse, inclusive, and connected to the real needs of the customers. Technology continues to advance rapidly, and so of course, most of the recent and advanced trends are focused only on customer engagement. World-Class Customer Experience.

Contact Center 98

Contact Center Social Media Omnichannel Non-Profits 98

Execs In The Know

MARCH 9, 2023

We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. And, like always, there was plenty of time to connect with colleagues and make new friends in CX. A big topic of discussion?

Social Media 97

Social Media Contact Center Hospitality Hospitality 97

VOZIQ

NOVEMBER 14, 2023

In the dynamic landscape of modern subscription business, customer-centric leaders face the imperative of not only retaining customers but also driving sustainable growth. They’re often faced with questions such as: How do we unveil and address churn drivers to improve customer loyalty and lifetime value?

AI 40

AI Net Promoter Score Predictive Analytics Artificial Intelligence 40

Zendesk

FEBRUARY 12, 2024

In today’s fast-paced and competitive business environment, staying ahead in customer service means continually educating yourself and your team. Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

VOZIQ

DECEMBER 15, 2021

With rising competition and evolving customer expectations, companies realize the growing importance of customer retention. Customer churn is a grave concern for any recurring revenue business. Besides, they stand better prospects of upselling to an existing customer than turning a lead into a customer and selling to them.

AI 52

AI Artificial Intelligence Machine Learning Customer Retention 52

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. But WHY is customer experience so important?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

Hodusoft

NOVEMBER 17, 2021

Customer care executives should be able to give them the service they anticipate. The seamless experience translates to effortless delivery of support across multiple channels, and win customers for life. The ultimate guide to the omnichannel contact center software. What is an Omnichannel Contact Center? Live chat messaging.

Contact Center 98

Contact Center Omnichannel Social Media Artificial Intelligence 98

Aquire

SEPTEMBER 20, 2021

Answering customer questions immediately is one of the best things you can do for them. Don’t get me wrong – live chat is an awesome technology and one of the most popular features of the Acquire customer engagement platform. So, the question arises: is live chat beating chatbots in the customer service game?

Gaming 98

Gaming Customer Service AI Technology 98

SurveySensum

JUNE 25, 2019

Experience management trends keep changing but gaining customer loyalty and acquisition have been the key focus areas for the restaurant industry. The question here is how customer experience managers of restaurants or hotels can influence word-of-mouth advertising.

Actionable Insights 75

Actionable Insights Customer Experience Management Customer Loyalty AI 75

Shep Hyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. My Comment: The stats say it’s less expensive to keep customers than to get new ones. But, what happens when the customers leave?

Customer Service 69

Customer Service AI Start-ups Customer Experience 69

Fonolo

NOVEMBER 30, 2021

If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers. If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers. Not sure how? Follow these 6 steps.

Retail 87

Retail Customer Service Net Promoter Score Contact Center 87

ECXO

JULY 21, 2023

Creating Engaging Experiences in Real-Time The European Customer Experience Organization (ECXO) , in partnership with SAS , is delighted to announce and invite you to a new practical discussion: –Creating Engaging Experiences in Real-time. Reframing the B2B Engagement Journey is a practical discussion by experts.

B2B 40

B2B CX AI Omnichannel 40

Fonolo

JULY 13, 2023

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. We are social creatures and the key to any healthy human relationship is effective communication. It’s just human nature.

Customer Service 67

Customer Service Contact Center Social Media Start-ups 67

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like. It’s what happened yesterday.

CX 123

CX Customer Experience Non-Profits Social Media 123

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Intercom

NOVEMBER 16, 2023

Customer satisfaction scores in the UK have taken the biggest hit since 2015. Organizations are taking longer than expected to solve complaints, problems remain unsolved, and more customers complain that issues are met with excuses or indifference. That is the sobering picture of the state of customer service in the UK as of July 2023.

Customer Satisfaction 101

Customer Satisfaction Start-ups Customer Service Finance 101

Callminer

MAY 27, 2020

The very people who keep businesses functioning and evolving are all too often overlooked to primarily focus on satisfying paying customers. To learn how AI can assist you in retaining top talent within your organization, download our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition.

Start-ups 254

Start-ups Technology Technology Education 254

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. CX is a new brand. The world is more competitive than ever.

Net Promoter Score 69

Net Promoter Score E-commerce CX Customer Experience 69

SurveySensum

JUNE 24, 2019

Things are ever pacing up in the telecom industry as technology is making it more customer-centric and the biggest reason behind is the dawn of Artificial Intelligence (AI). Customer feedback collected and analyzed by using algorithms can redefine the way telecom companies used to take care of customer satisfaction.

Net Promoter Score 40

Net Promoter Score Artificial Intelligence NPS Sentiment Analysis 40

Zendesk

JUNE 17, 2021

What customers want and what they get might not always align, but the stakes are getting higher for any business that falls short. 80 percent of customers say they’d switch to a competitor after more than one bad experience. Customer expectations have shifted considerably over the past year. What are customer expectations?

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

Steven Van Belleghem

APRIL 20, 2021

Few companies are as obsessed by customer experience as Amazon. Why “it’s all about the long term” What it really means to be customer obsessed. It’s about how thinking long term and following your passions first can lead to not just profits, but a happy life for you, your employees, and customers.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

SugarCRM

JANUARY 17, 2022

Emotional intelligence is crucial to customer communication and key to delivering exceptional customer experiences (CX). Today, leveraging automation in the sales, marketing, and customer service arena while balancing the need for empathy is critical. How customers feel drives their purchasing habits.

AI 49

AI Sentiment Analysis Artificial Intelligence Customer Satisfaction 49

Execs In The Know

JANUARY 8, 2023

Making Your Customer the Priority, Then Working Backward Many customer experience (CX) leaders are focusing on thinking about how they can meet the customer where they want to be met. What does the customer journey look like for you? Exceptional customer service is an investment, and brands that care truly respect it.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. AI Briefing – May 3, Atlanta, GA. Accelerate – May 3-4, Boston, MA.

Contact Center 62

Contact Center Customer Experience Artificial Intelligence Government 62

Callminer

AUGUST 1, 2017

If customers are being sent to the wrong department, then they tied up customer service personnel from helping the right people. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: . Tyler Riddell. Tyler Riddell. Alex Tebbs.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

SurveySensum

JANUARY 16, 2024

Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter. That’s where customer feedback comes in for your product development initiative. Hold your horses; You better pay attention to your target market!

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

SurveySensum

JANUARY 16, 2024

Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter. That’s where customer feedback comes in for your product development initiative. Hold your horses; You better pay attention to your target market!

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

Zendesk

JUNE 9, 2022

This business should have invested in an omnichannel customer experience, which would have united online and offline channels—and likely resulted in a sale. But according to the Zendesk Customer Experience Trends Report 2022 , only a third of companies are omnichannel. You decide it’s best to try it on first, so you head to the store.

Omnichannel 98

Omnichannel Social Media CRM Sales 98

Fonolo

FEBRUARY 5, 2020

Customer service isn’t just a buzzword. When done right, it works to attract, retain, and convert more customers. 90% of Americans view customer service as a signal to determine if they should do business with a company. Tip #1: Customer service is all about the experience. Data by consulting firm A.T.

Customer Service 99

Customer Service B2C B2B Touchpoint 99

SurveySensum

JULY 3, 2019

Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty. In the last blog, we spoke about tips and tactics every restaurant should try to win the hearts of customers. On the other hand, after one negative experience, 51% of customers will never visit that restaurant again.

Net Promoter Score 74

Net Promoter Score Hospitality Hospitality Actionable Insights 74

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

Zendesk

DECEMBER 4, 2020

So, when it comes to customer service, web self service is no longer a trend — it’s an expectation. But many times, the best way to serve your customer is to get out of the way. This customer experience solution lives — you guessed it — on the internet. Zendesk Customer Experience Trends Report 2020.

Artificial Intelligence 98

Artificial Intelligence Customer Satisfaction Start-ups Customer Experience 98

SurveySensum

JULY 17, 2023

Creating a memorable retail shopping experience, both online and in-store, is like taking your customer on an amazing trip so that even after the trip is over they always come back for more. They offer an innovative shopping experience by providing in-store test zones where customers can try out sports equipment before making a purchase.

Retail 52

Retail Customer Experience Sports Touchpoint 52