Wed.Aug 11, 2021

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How to Create Customer Loyalty

The Belding Group

How to Create Customer Loyalty “How do you create customer loyalty?” It’s a question I’m frequently asked. It’s a great question, the answer to which is most often ignored when organizations are developing their business strategy. Don’t get me wrong. It’s not because business are stupid. It’s because the principles of building long-lasting customer […].

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Introduction to Responsible AI: Unpacking the harms

Callminer

The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms of Allocation and Harms of Representation.

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5 Tips to efficient customer service workflow management

Adrian Swinscoe

This is a guest post from Ashwini Dave who is working with Acquire as a digital marketing expert. “If I had one hour to save the […]. The post 5 Tips to efficient customer service workflow management first appeared on Adrian Swinscoe.

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The Difference Between Repeat Customers and Loyal Customers

Shep Hyken

“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. They are not the same. .

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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The 14 Best Digital Customer Experience Strategies That Work

Aquire

With 66 percent of businesses saying they’ve seen an increase in requests coming in through digital channels, according to Salesforce, any company — regardless of vertical — stands to benefit from digital customer experience strategies that work. A digital CX strategy helps identify and remove obstacles, supercharges digital customer engagement, and creates a smoother customer journey.

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What if conversation is the transformative activity?

Conversation Agent

At the end of the term, every person got a complimentary gelato of their choice. Children, instructors, and practitioners. I was six, in animated conversation with my table mates. Everyone was excited as they remembered the past few weeks. We took turns in mimicking and exaggerating each scene. It was magical. Until my gesture spilled the water carafe.

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The importance of a Digital Transformation Plan to Improve Customer Experience

cxservice360

Whether you run a large, medium, or small enterprise, your chances of survival in this very competitive global market, is digital transformation. The reason is not far-fetched; according to a report, 77.3% of CIOs interviewed revealed that digital transformation is their top priority. Going by that, it means that if you are not on the. Read more. The post The importance of a Digital Transformation Plan to Improve Customer Experience appeared first on CXService360 - Customer Service Articles, Sto

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Momentive Expands Market Research Panel to Reach Highly Targeted B2B and Healthcare Audiences

Customer Think

Dynata and Schlesinger Group augment the global Momentive panel to help customers better target decision-makers in healthcare, technology, IT, financial services, and more.

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Getting Customers Back To Buy Again & Again

Doing CX Right

Listen to Shep Hyken, author, speaker, customer service expert explain how to get customers back & keep them loyal. The post Getting Customers Back To Buy Again & Again appeared first on Doing CX Right.

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Handpicked Resources for Customer Retention Leaders – August Edition

VOZIQ

Every month, we bring you the best resources from the internet to help you navigate customer retention and customer experience issues. This edition of VOZIQ’s Customer Intelligence Newsletter includes a handful of resources containing ideas and action plans in the post-crisis world and to prepare for the future while still keeping your customers at the forefront.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Gmail as a Help Desk: Does It Kill Your Customer Service?

cxservice360

Customer support and relationship matter for every company. Some businesses use Gmail as a help desk while others turn to more advanced software to deal with customer queries. Do you use Gmail as a help desk? Then let’s find out whether it is better than a help desk platform. What Makes Gmail a Help Desk. Read more. The post Gmail as a Help Desk: Does It Kill Your Customer Service?

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Handpicked Resources for Customer Retention Leaders – May Edition

VOZIQ

Every month, we bring you the best resources from the internet to help you navigate customer retention and customer experience issues. This edition of VOZIQ’s Customer Intelligence Newsletter includes a handful of resources containing ideas and action plans in the post-crisis world and to prepare for the future while still keeping your customers at the forefront.

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Episode 051: Measuring Your Customer’s Experience

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, about the importance of measuring your customer’s experience. You will learn: Why measuring your customer’s experience is critical to improving the customer service your organization delivers.

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Is it time to unbundle the service experience?

MyCustomer Experience

IDr. Graham Hill This is part of a series on 'Rethinking the Service Experience'. The focal point for companies is the customer journey. But. 11th Aug 2021. By Dr. Graham Hill Associate Director.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Overworked Call Centers & Inefficient Branches: Why Banks Need Self-Service More Than Ever

Lightico

Easy-to-use self-service options for banking customers were already a high priority for financial institutions before the covid-19 pandemic came along. Today? It’s downright critical. Speed, efficiency and convenience have increasingly become staple consumer expectations, and automated workflows are a vital digital transformation investment for banks to meet these needs and give customers the convenience to complete tasks from wherever they are.

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Personalized Content: Buyers Demand It, Marketers Create It

SugarCRM

Ever been asked what you do as a marketer? You’re basically in sales, right? No wait, you do advertising? No, that’s not it either. A marketing job description can go in many directions depending on which part of marketing you cover. But one overall goal of a marketing team stays the same–the job of a team of marketers is to help businesses build valuable, personal relationships with their customers.

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Is KYC Verification Mandatory?

Lightico

KYC verification is a mandatory process that financial institutions and other companies need to do before they can offer their services. It’s not just about knowing your customer, it’s also about making sure the customer is who they say they are and that there are no red flags on their credit history. KYC verification helps prevent fraud with customer identity verification to know if these individuals or organizations have any criminal records, terrorist ties or suspicious transactio

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Pictorial guide – Is the era of article-based support over?

Knowmax

Pictorial guide – Is the era of article-based support over?

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Shipping fast and safe: Building a culture of low-risk learning

Intercom, Inc.

Here at Intercom, we believe in shipping as quickly as possible. . It breathes life into your engineering team, and teams across the company, as customer issues and requests are resolved quickly and efficiently. But here’s the caveat: you can’t just ship fast, you have to make sure your team is equipped to ship safely. . Why do we ship fast? We’ve always shipped to learn at Intercom.

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7 Digital Customer Experience Best Practices for Higher Satisfaction

Totango

The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention. We’ll include tips for leveraging technology to optimize the digital customer experience. 1.

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Digital-first customer service — it’s good for customers and the bottom line

Zendesk

The way customers expect to interact with businesses has changed. Service has moved from customers calling at the first sign of trouble to wanting to communicate with businesses on more convenient digital channels they’re already using in their personal lives—email, live chat, and messaging apps like WhatsApp and Facebook Messenger. Customers also expect support to be available 24/7 via self-service and AI solutions such as chatbots.

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9 Customer Service Blogs Every Support Pro Should Follow

Help Scout

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. 1.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Moving from employee engagement to employee experience: 5 lessons from one of Asia’s leading banks

Qualtrics

The concept of employee engagement has been around for several decades now. Many companies use annual employee surveys to gauge how connected their people feel towards the workplace, but few go beyond this to improve engagement. Globally, only one in two employees feel engaged in their work. . Recent studies, including one by Qualtrics , have shown that employees feel more motivated at work and willing to stay with a company that cultivates a positive employee experience (EX), prompting employer

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Back to school study: Parents weigh in on the right balance between quality education and safety

Qualtrics

Parents are sending their kids back to school for the second time during a global pandemic, but back to school does not mean back to normal. As Delta variant cases surge, especially among children, a majority of parents (56%) say they are more worried this school year than they were last year about the health and safety of their kids. . That’s according to Qualtrics’ 2021 Back to School study, which examines parental opinions at a time of great uncertainty for government and school district lead