PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. In this session, we reveal 5 CX secrets behind the world's best brands and provide real-world examples of how these beloved companies attract, retain and delight loyal customers by taking extra care behind-the-scenes to deliver exceptional customer expe

CX 133

CX Customer Experience CEM Customer Feedback 133

Heart of the Customer

APRIL 30, 2021

After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business. Some companies start with their survey scores, […]. The post Six Ways to Show B2B CX Value appeared first on Heart of the Customer.

B2B 109

B2B CX Customer Experience 109

Customer Think

APRIL 30, 2021

Source: Adobe Stock Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. With customers using platforms like Twitter and Facebook to complain loudly and sometimes virally to the world, companies have had to add resources to respond accordingly.

Social Media 114

Social Media Customer Service 114

Totango

APRIL 30, 2021

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. To compare the cost of customer retention versus customer acquisition, let’s start with average customer acquisition cost (CAC), which tends to be the more expensive of the two categories.

Customer Acquisition 63

Customer Acquisition Customer Retention Social Media Engineering 63

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

Customer Think

APRIL 30, 2021

Staying on top of what customers are saying about your brand through voice and digital channels is a complex task that’s made simpler by artificial intelligence (AI) powered sentiment analysis. The power of AI sentiment analysis is that brands can have a pulse on how their customers are feeling, positively or negatively, and know when […].

Sentiment Analysis 101

Sentiment Analysis Artificial Intelligence AI Customer Experience 101

Qualtrics

APRIL 30, 2021

Hiring the best people for your organization requires removing bias from your interviews. Find out what they are, why it's important, and how to do it at every touchpoint. At every step of the candidate lifecycle, there are opportunities to promote inclusive hiring practices. And yet, despite your talent acquisition team’s efforts to proactively recruit and select a pool of diverse candidates, interviewer bias can derail the entire process – ultimately hindering your organization’s ability to hi

Scorecard 29

Scorecard Touchpoint Education Innovation 29

Comm100

APRIL 30, 2021

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of most of our daily lives. There are 2.7 billion monthly active users on Facebook and over 1.2 billion on WeChat. Instagram has over one billion, and Twitter has 330 million. But while it’s crucial to offer customer service on your social media platforms, venturing into this space can be a minefield.

Social Media 52

Social Media Customer Service Omnichannel Start-ups 52

Customer Think

APRIL 30, 2021

The dramatic shift in customer expectations over the last year is causing companies to rethink the way they engage with customers using cloud contact center software. Rising demand for personalized service and convenience is driving brands to meet over customers’ preferred channels, which is increasingly through today’s most popular messaging apps. In fact, over 90% […].

Contact Center 83

Contact Center Customer Expectations Omnichannel 83

Customer Think

APRIL 30, 2021

This is the third post in a series titled “Team Member and Customer Experience Value.”. Writing for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more valuable t.

Customer Experience 72

Customer Experience 72

Customer Think

APRIL 30, 2021

Livestreaming is becoming more popular as we go into the future. It is almost looking like the future of TV and video watching will entirely switch to live streaming apps if this trend continues. As an existing or potential app developer, this area would be of great concern to you. Read along for some insights […].

Technology 52

Technology Technology 52

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Customer Think

APRIL 30, 2021

We shouldn't discuss that time you were in a meeting when, without warning, you had about 10 seconds to get yourself to the nearest restroom or you would need to drive home for a wardrobe change. Fortunately, you were able to gracefully excuse yo.

Sales 52

Sales 52