Inside Customer Service

APRIL 13, 2023

Why are customers loyal to certain companies? People buy from Amazon because is it consistently solves one problem quickly and conveniently: "I need to buy __." You can fill in the blank with nearly every product imaginable. Whatever it is, Amazon has made it as easy as possible to get it fast. Starbucks has legions of loyal customers because it offers the most convenient way to get a caffeinated coffee drink.

Transportation 166

Transportation Customer Experience 166

Customer Think

APRIL 13, 2023

With the average B2B purchasing journey taking approximately 350 days, it’s no wonder it is synonymous with being both long and laborious. But it doesn’t need to be. And the complexities that may at first seem like bumps in the road, should instead be viewed as opportunities to create a better experience.

B2B 115

B2B 115

Execs In The Know

APRIL 13, 2023

As eCommerce grows, so too does its vulnerability to friendly fraud. Underneath the glowing possibility of introducing your product or service to a much wider audience, there lies an underbelly – one populated by clever, tech-savvy fraudsters who use complex schemes and strategies to exploit businesses, often with massive consequences. In this blog post, we’ll take a closer look at what exactly friendly fraud is, how it happens, and why you should be especially aware of it as a CX leader i

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

Zendesk

APRIL 13, 2023

Designing the best customer experiences and providing customer service is a day-in and day-out job. Building relationships, practicing patience, righting a wrong, and figuring out how to streamline operations all represent the hard work that our customers do again and again with their customers. (This remains true with the advent of ChatGPT and generative AI.

AI 98

AI CX Customer Service Customer Experience 98

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

Beyond Philosophy

APRIL 13, 2023

FOMO, or fear of missing out, is a powerful marketing tool. The acronym denotes how we do things because we are worried about regretting not doing them later. In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. I witnessed the ubiquity of FOMO while watching the latest Avatar movie.

Social Media 78

Social Media Sports Gaming Education 78

Customer Think

APRIL 13, 2023

Source: "The CMO Survey" (Christine Moorman, 2023) (This month's Research Round-Up is devoted entirely to the March 2023 edition of "The CMO Survey." This research has been conducted semi-annually since 2008, and it consistently provides.

B2B 75

B2B 75

Comm100

APRIL 13, 2023

In today’s fast-paced world, customers demand quick and efficient service. They want to interact with businesses on their own terms and get their queries resolved as soon as possible. Long wait times and uncertainty in the queueing process can quickly turn a positive customer experience into a negative one. This is where Comm100 Queue Management comes in, helping support teams to streamline their queueing process and enhance customer satisfaction.

Customer Satisfaction 58

Customer Satisfaction CX Customer Experience Customer Service 58

Customer Think

APRIL 13, 2023

Braze, the customer engagement software platform provider, recently released their third annual Global Customer Engagement Review. The research, by surveying 1,500 marketing executives across 14 markets, aimed to uncover the most prevalent trends in cu.

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Dealing With Humans

APRIL 13, 2023

We have been seeing a lot lately, in regards to AI and Chat GTP, and its potential effects on business, employment, and the future of dealing with consumers. There is a fair amount of speculation surrounding this, and depending on what business you re in, if it is not already a part of your life, it most likely will be in one way or another. Widespread use of service kiosks has become popular, especially in higher volume fast food restaurants, airports, and transportation hubs.

AI 52

AI Transportation Customer Service 52

Customer Think

APRIL 13, 2023

One of the most common questions marketers get asked is how they can personalize their outreach more effectively. The importance of personalization has been growing for years, but most companies haven’t mastered it – and the amount of data available is growing faster than most marketers know what to do with.

Customer Relationship 59

Customer Relationship Technology Technology 59

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Some have barely started or are still in the early stages of development. Others are more advanced in adopting, implementing and optimising customer-centric strategies. The reasons why some countries are accelerating at a different pace are as rich and varied as the continent.

Customer Experience 52

Customer Experience CX B2B B2C 52

MyCustomer Experience

APRIL 13, 2023

FOMO, or fear of missing out, is a powerful marketing tool. The acronym denotes how we do things because we are worried about regretting.

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Customer Think

APRIL 13, 2023

We all know that “all customers are not created equal” because some represent significantly more value than others, but have you also examined their variations in propensities to complain (PTC)?

CX 45

CX Contact Center Customer Experience 45

MyCustomer Experience

APRIL 13, 2023

FOMO, or fear of missing out, is a powerful marketing tool. The acronym denotes how we do things because we are worried about regretting.

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CX Network

APRIL 13, 2023

Asia-Pacific businesses are finding new ways to meet customer demands via new CX platforms and strategies

CX 52

CX 52

Intercom

APRIL 13, 2023

The majority of our purchasing decisions are made by the subconscious brain. Do you know how to communicate with it? For many years, economics followed the tenet of the economic man – a theory that assumes individuals are rational in their decision-making and make logical choices based on cost-benefit analyses. That, of course, turned out not to be the case.

Start-ups 59

Start-ups Artificial Intelligence Sales Business Administration 59

Uplifting Service

APRIL 13, 2023

[link] Do you want to build a culture that drives more innovation, more revenue, and a shining service reputation? You’ll need this non-negotiable element. An engaging service vision is the key to your organization’s success. A self-sustaining service culture, in which every team member is educated and empowered to create more value for customers, is essential.

Non-Profits 40

Non-Profits Education Innovation Customer Service 40

SugarCRM

APRIL 13, 2023

Between 2012 and 2019, the percentage of salespeople meeting their annual quotas fell from 63% to 57%. That means, ‘results-driven’ and ‘time-pressed’ are two descriptors that now defines modern-day sales. Unfortunately, administrative tasks and meetings increasingly take up sales reps’ time, putting active selling on the backburner. This exacts significant costs on businesses, leading to reduced sales and higher turnover, which impact overall revenue.

Sales 26

Sales Artificial Intelligence AI Predictive Analytics 26

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

ProProfs

APRIL 13, 2023

Online quiz software serve diverse functions across various industries. They can be a uniquely effective marketing tool that also provides an easy way to conduct hiring, training, and educational assessments. Riddle is a popular quiz tool for marketing used by many publishers, agencies, and marketers. But while Riddle has many excellent features, it may not be the best fit for everyone.

Education 52

Education Non-Profits Social Media Start-ups 52