Hodusoft

APRIL 17, 2024

Everything You Need to Know About Auto Attendant If you have ever dialed a business phone number, you must have been greeted by an automated system, which then gives you a series of options and routes you to the right agent and department. Read on to know more.

Real Estate 52

Real Estate Hospitality Hospitality Healthcare 52

Zendesk

MAY 25, 2022

Being an active member of the CX community can and will impact your company’s performance: It generates leads and valuable partnerships, and it creates brand awareness when you start getting invited to events, for example. It will also impact you on a more personal level. 4 experts to follow in the LinkedIn CX community.

CX 98

CX Social Media Start-ups Sports 98

Fonolo

AUGUST 11, 2020

To do this, you need to understand what factors affect customer perceptions. Everything and anything from your products to brand voice and color will impact how customers feel about your business. To make things simpler, we’re going to focus on the following three types of influence: Personal experience.

Social Media 87

Social Media Sports Sales CX 87

Intercom, Inc.

APRIL 29, 2021

Just ask any content marketer – they would rather have the resources and the time to focus on both, because to build a strong marketing brand, you need an approach that covers both the awareness and the acquisition. That’s why, if you want to build a brand that stands out from the crowd, you need to be open to experimentation.

Innovation 118

Innovation B2B Start-ups Education 118

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). In this blog post we provide a glimpse at some of the CRS Clearwater sessions outside of the previously covered keynotes, including panel discussions, pre-conference workshops, and breakout sessions.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Intercom, Inc.

JANUARY 3, 2020

We need these chatbot interactions to be frequent enough to make a real impact on team capacity but thoughtful enough that they protect our hard-won customer relationships. You’ll need to carefully tailor your chatbot’s voice, tone and its various paths to satisfy both your business and customer needs.

Start-ups 222

Start-ups Customer Relationship 222

Beyond Philosophy

MAY 4, 2023

After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. Experiment and adapt. For anyone standing on the precipice of starting a consultancy, you are no doubt thinking…a lot.

Start-ups 78

Start-ups Gambling Social Media Education 78

Intercom, Inc.

OCTOBER 3, 2019

Val has experience in a number of different sectors, having started out as a stage manager for operas before moving onto life as a virtual assistant and eventually setting up her own consultancy firm, Fix My Churn. You’ll head in the same direction but there are turns along the way. Short on time? Specialize.

Start-ups 143

Start-ups Sales Customer Experience Customer Retention 143

Customer Bliss

AUGUST 18, 2020

Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By now, we are all well aware that the COVID-19 pandemic has drastically impacted customer experience. How do you look for this quality? By Niraj Ranjan. Identify Those With High EQ. Some might be angry.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Hodusoft

APRIL 6, 2022

Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal.

Customer Experience 105

Customer Experience Contact Center Omnichannel Artificial Intelligence 105

Beyond Philosophy

MAY 31, 2019

When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. How Memory Works.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Intercom

JANUARY 11, 2024

Starting as a Jill of all trades, tackling a bit of everything on the go-to-market side of things, she soon found her footing in the Support Driven community and fell in love with the art of customer service. To navigate it, you need to secure org buy-in, clearly communicate the impact of resource reduction, and prioritize the essential.

Customer Service 86

Customer Service CX AI Start-ups 86

Intercom

NOVEMBER 29, 2023

But what does your team need to do to embrace the all-powerful combination of human and AI-powered support? Now that humans are set to work side by side with AI and automation to augment team performance and customer experiences, it’s important to assess whether your current tools are up to the task.

Customer Service 89

Customer Service AI Start-ups Innovation 89

Beyond Philosophy

FEBRUARY 19, 2019

A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience. Also, they focus on operations, meaning they know how to get it to the store and manage inventory and supply chain.

Retail 142

Retail Customer Experience CX 142

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. Customer feedback is what your customers are telling you about your product.

Customer Feedback 94

Customer Feedback Gambling Social Media Start-ups 94

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? But maybe you believe it’s just too expensive to even think about it. What else can you do? You can do the math easily for yourself. There are low cost solutions you can implement today. By Peg Ayers. Listening Sessions.

CX 173

CX Contact Center Start-ups Customer Experience 173

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.

Customer Service 136

Customer Service Contact Center Social Media CX 136

SurveySensum

JUNE 19, 2023

You know what they say, ‘A satisfied customer is the best business strategy of all’! Don’t you think? Think about it: when a customer is satisfied with your business, they’re more likely to stick around and become a loyal customer. It’s a reality check that so many businesses fail to grasp.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Sentiment Analysis 52

Totango

JUNE 8, 2021

You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. How do you measure engagement rate? What are some of the strategies you have used to improve open rates? KR: At Monster, we measure engagement rate by the number of people that actually click through the email.

E-commerce 117

E-commerce Sales Technology Technology 117

Aquire

JULY 30, 2021

Every online customer knows they can share reviews across a range of different social media platforms. With one simple tweet, status update, or blog post, they can reach thousands of people right away. In one negative post from a dissatisfied customer, lies the potential to ruin your brand image. Offer live chat.

Customer Service 98

Customer Service Omnichannel Social Media Invoicing 98

Totango

AUGUST 18, 2022

You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. In this article, we’ll cover what you need to know to create an effective onboarding checklist.

Customer Journey Map 92

Customer Journey Map Close the Loop Start-ups Technology 92

Intercom, Inc.

OCTOBER 5, 2022

Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. What does good, actionable feedback look like?

Engineering 118

Engineering Gaming 118

CX Journey

OCTOBER 24, 2018

If you want customers to return to your site, you have to create an amazing customer experience (CX). Everything from the overall design of the pages to customer service to overall functionality plays into CX. If you want to focus on CX and improve your image with your customers, here are 11 key steps.

Customer Experience 94

Customer Experience Social Media Start-ups B2B 94

Shep Hyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Customer Service 81

Customer Service Social Media CX Start-ups 81

Intercom, Inc.

AUGUST 21, 2019

Online marketing content has long been dominated by brands creating product descriptions, how-to guides, branded articles, and blog posts to promote their business. It’s completely organic, with users deciding to share their thoughts based on their positive or negative experiences. Not all review sites are made equal.

Start-ups 172

Start-ups Customer Acquisition B2B Business Operations 172

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.

Social Media 98

Social Media CRM B2B B2C 98

SurveySensum

SEPTEMBER 28, 2023

Did you know that 96% of dissatisfied customers never return to a business they’ve had a negative customer service experience with? In today’s competitive business landscape, understanding your customers’ needs and experiences isn’t just an option; it’s a lifeline.

Customer Service 52

Customer Service Customer Satisfaction Actionable Insights Customer Feedback 52

SurveySensum

JANUARY 10, 2024

Suddenly, my phone buzzed with a notification—an email from a clothing brand I had recently purchased from. Like many others, this company was passionate about improving its services and relied on customer feedback. Best Days to Ask for Feedback Did you know that Tuesdays are often the most productive days ?

NPS 52

NPS Customer Feedback CX Text Analytics 52

SurveySensum

OCTOBER 26, 2023

So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Don’t you think customer satisfaction is about more than just fixing customers’ issues? Why should you Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Customer Loyalty 52

Beyond Philosophy

AUGUST 21, 2017

I wanted to know, with absolute certainty. But my boss just looked at me and said, “Colin, in a senior position you need to deal with ambiguity.”. We see it every day in our customer experience consultancy. Many people are like me – they want to know things for certain and they like step-by-step guidance.

Healthcare 141

Healthcare Customer Experience CX 141

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? If not then imagine you found a SaaS product that is super easy to use and integrate. You will continue using it, right? You will also share your positive experiences with your friends and colleagues.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

C3Centricity

JULY 8, 2020

The answers to these questions will help you to publish a successful website. I found it to be a great starting point for my topic for any sized business, so I would encourage you to check it out as well. Still, I do have a couple of criticisms about the post – sorry Craig. It’s for the customer, not (just) you.

Entertainment 83

Entertainment Social Media Real Estate Gaming 83

Doing CX Right

JUNE 27, 2020

How do you differentiate brands beyond price? I’m interested to know what you think and what resonates most. Transcription shared from Engati’s Business Blog: What role does the employee experience play in relation to fostering a great customer experience? Watch my video interview below.

Start-ups 52

Start-ups CX Sales Customer Experience 52

SurveySensum

OCTOBER 19, 2023

You are the smartphone company’s project head. So, to address this crisis, you decided to conduct a product survey, with the help of an efficient product feedback platform, to understand your customers’ experiences and reasons for declining sales and dissatisfaction with your smartphone. What is a Product Survey?

Customer Satisfaction 52

Customer Satisfaction Structured Data Social Media Start-ups 52

Zendesk

JUNE 21, 2023

Brand advocacy can be a very effective tool for businesses looking to get the word out and expand market reach. There are several different types of brand advocates, all of which can positively impact your business. What is brand advocacy? Benefits of brand advocacy What is a brand advocate?

Social Media 52

Social Media Net Promoter Score Education Construction 52

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. There are many reasons for it, and you are responsible for a lot of them. Different from actual prices, Price Image is the reputation that a store or brand has for being high- or low-priced.

Construction 120

Construction Start-ups Customer Experience 120

Intercom, Inc.

MARCH 11, 2021

Later is an Instagram marketing platform that allows users to be more strategic about how they plan, publish, and report on their social media content. Working with both individuals and businesses, the team at Later needs to implement tactics from B2C and B2B to ensure they’re always providing the best experience for their users.

B2C 118

B2C B2B Social Media Start-ups 118