PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. creating a customer advisory board to collect customer insights. Marketing messaging strategy. Back to Top.

B2B 118

B2B Customer Feedback Start-ups B2C 118

PeopleMetrics

DECEMBER 1, 2021

And I have some more exciting news to share – PeopleMetrics has acquired Center for Strategy Research (CSR) ( www.csr-bos.com ). CSR specializes in obtaining continuous insights from high value audiences, including C-Suite decision-makers, brokers, promoters, the highest CLV customers, high-net worth investors, physicians and more.

VOC 118

VOC B2C B2B CX 118

Buyer Persona

DECEMBER 9, 2020

Where substantial investments in product development and go-to-market strategies can be wasted. For example, a software developer in the supply chain space we worked with had long-held assumptions about two core capabilities of their product. Conduct Buyer Research. There are plenty of reasons to conduct buyer research.

Sales 128

Sales B2B 128

Intercom, Inc.

AUGUST 25, 2020

But what makes software conversational? This piece outlines a process for building and structuring effective conversational experiences in software. One of Grice’s key insights is what he called the cooperative principle. In software, gaps in understanding can be relatively small (“How do I filter by location?”)

Legal 290

Legal Start-ups Engineering AI 290

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

ECXO

JULY 4, 2023

Indeed, a research from SAS and Accenture showed too much focus on too few channels, restricted personalization, poor journey management and outdated site experiences. However, two issues that really stood out for me were problems with delayed insights and limited real-time decisioning.

Gaming 124

Gaming Technology Technology Customer Experience 124

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. Developing a world-class CX strategy is well worth the investment of your time! How do you design and manage a CX strategy? Essential Elements of a CX Strategy. How is CX different from market research? How do you get started?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Hodusoft

MARCH 13, 2024

As per a report released by Straits Research in October 2022, the global banking, finance, and accounting BPO services market size is projected to grow at a compounded annual growth rate of 9.52 This blog explores the challenges faced by the financial industry, the role of BPO contact centers, and strategies to enhance customer support.

Contact Center 52

Contact Center Compliance Social Media AI 52

Lumoa

APRIL 4, 2023

It’s no surprise, then, that the ERP software market grew by nearly 10% in 2019 as more people realized how helpful this type of tool can be. Customer profile analysis lets you similarly perfect your marketing strategy. Enhances customer retention strategies Customer retention is vital to businesses.

Business Growth 83

Business Growth Customer Retention Customer Survey Sales 83

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend.

Government 78

Government Social Media Artificial Intelligence Legal 78

Shep Hyken

FEBRUARY 14, 2022

CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. can give you numbers but the verbatim answers that come with qualitative feedback questions (open-ended questions) can give you some incredible insights. Are You Asking the Right Customer Experience Questions? by Janelle Estes.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Zendesk

FEBRUARY 12, 2024

Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule. This podcast is hosted by Zendesk—a leader in customer service software solutions—and brings you interviews with industry experts, case studies, and actionable insights.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Intercom, Inc.

MAY 19, 2020

After all, excellent design and engineering can only come from product teams that are empowered to solve hard problems and build great software. This fascinating talk by one of our Principal Engineers, Eoin Nolan, dives into the ideal balance on a high-performing product team between the three disciplines of strategy, design, and engineering.

Engineering 245

Engineering Customer Retention 245

Lumoa

DECEMBER 19, 2023

Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software. These algorithms classify the sentiment as positive, neutral, or negative, providing valuable insight into customers’ feelings.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

CSAT.AI

NOVEMBER 17, 2022

Customers are leaning into automation according to McKinsey research. Automation can reduce labor costs ( McKinsey research finds savings of 20% or more ). Has your company adopted or made plans to adopt automation in your customer service strategy? What Are You Missing in Automation for Customer Service? is one such solution.

Customer Service 127

Customer Service Sentiment Analysis Contact Center AI 127

Fonolo

DECEMBER 6, 2022

This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. . 2 Audit Your Call Center Software and Tech Tools . Providing data-driven insights . Create a data-informed strategy .

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Lumoa

MAY 19, 2020

Other research points to a slightly lower, but still an eye-popping loss of $44 billion. Like any new initiative, you’ll need to make a case for expanding your customer experience strategy (and getting additional budget). CEOs want to see that you’ve researched each option thoroughly before making your final recommendation.

CX 103

CX CX Transformation Customer Experience Start-ups 103

Intercom, Inc.

JANUARY 14, 2021

And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. Looking at how the best companies operate, Hubert and his team boiled down product excellence to three key areas of action: vision, strategy, and execution.

Engineering 225

Engineering Start-ups E-commerce Sales 225

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". As CEO, he guides the company’s vision and strategy. Here they are!

CX 163

CX CEM Close the Loop Business Administration 163

Totango

FEBRUARY 11, 2022

Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. Then, we’ll walk you through three steps for creating a solid customer experience strategy. Finally, we’ll show you how to ensure the success of your strategy by incorporating customer feedback into your upgrades.

B2B 108

B2B B2C Customer Experience Net Promoter Score 108

Fonolo

JANUARY 14, 2020

And his blog is filled with great customer service insights, tips to improve customer satisfaction, and guides to help you create a customer service culture in your business. . Top Pick: Creating a winning customer-centric marketing strategy. When it comes to customer service and experience content, Shep is the Godfather. .

Customer Service 136

Customer Service Contact Center Social Media CX 136

Fonolo

NOVEMBER 8, 2022

Conducting research should be the first thing on your list. Auditing your contact center tools and software can also help improve FCR. It is also another terrific opportunity to collect customer data to inform future strategies and initiatives. We’ve compiled a comprehensive list to get you started – read on to learn more!

Contact Center 156

Contact Center Start-ups Technology Technology 156

InteractionMetrics

OCTOBER 14, 2021

Or, with the various software platforms like SurveyMonkey, should you just pay for the software license and do it yourself? Survey Software or Customer Survey Company? Occasionally, you’ll run into a company that has developed its own survey software, but with so many good survey platforms available, that’s rare.

Customer Survey 52

Customer Survey Net Promoter Score Text Analytics Touchpoint 52

InteractionMetrics

OCTOBER 14, 2021

Or, with the various software platforms like SurveyMonkey, should you just pay for the software license and do it yourself? Survey Software or Customer Survey Company? Occasionally, you’ll run into a company that has developed its own survey software, but with so many good survey platforms available, that’s rare.

Customer Survey 52

Customer Survey Net Promoter Score Text Analytics Touchpoint 52

InteractionMetrics

OCTOBER 14, 2021

Or, with the various software platforms like SurveyMonkey, should you just pay for the software license and do it yourself? Survey Software or Customer Survey Company? Occasionally, you’ll run into a company that has developed its own survey software, but with so many good survey platforms available, that’s rare.

Customer Survey 52

Customer Survey Net Promoter Score Text Analytics Touchpoint 52

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. This is where B2B SaaS feedback software comes to the rescue! By using such a tool, you can easily gather feedback from your customers, analyze it, and gain valuable insights into their experiences.

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

Hodusoft

MARCH 30, 2023

Small Business Inbound Call Center Software to Improve Customer Service As a business owner, you must never underestimate the power of your phone system. As per a recent Forrester Research study, businesses that prioritize inbound calls register at least a ten percent rise in customer retention. Read on to get valuable insights.

Customer Service 52

Customer Service Data Entry Contact Center Customer Relationship Management 52

Aquire

SEPTEMBER 6, 2021

Let’s dig into what an omnichannel approach is, why it’s the preferred method of communication these days, and seven steps you can take to implement it into your CX strategy. The 2019-2020 Intelligent Customer Engagement research study by Nemertes reported that omnichannel use has gone up 23% since 2016. Unify your CX strategies.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

SurveySensum

MAY 25, 2022

And they record the responses either manually or automatically using the software. . CATI interviews are best known for their qualitative approach and research. It has also been used widely in the automotive industry to find actionable insights on sales, customer satisfaction, model testing, and market research.

Manufacturing 52

Manufacturing Actionable Insights Machine Learning VOC 52

CSAT.AI

APRIL 26, 2023

Small Businesses and Entrepreneurs Research by the Global Call Center Outsourcing Market projects call center outsourcing to grow by $21.72 The importance of a solid customer service strategy during expansion can’t be understated. Research also shows that agent satisfaction has positive interrelationship with customer satisfaction.

Customer Service 82

Customer Service Sentiment Analysis Sports Start-ups 82

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. It is our vision to make innovative market leading software accessible to businesses of all sizes. Value for money. he added. .

Contact Center 98

Contact Center Gambling Text Analytics Government 98

Hodusoft

OCTOBER 14, 2022

5 Ways to leverage eCommerce Contact Center Software to improve CX. The blog explains the role of contact center software for e-commerce businesses and how its features can drive business success. Market research. How to leverage e-commerce contact center software features? trillion USD by 2026. Post-sales follow-up.

Contact Center 52

Contact Center E-commerce Omnichannel CX 52

Intercom, Inc.

MAY 21, 2018

In today’s data-driven world, the idea of using research to build great tech companies has gone from being buzz-worthy to expected. User testing research is the backbone of the modern, lean, build-measure-learn mantra by which software is now made. Role of exploratory research in product development.

Innovation 143

Innovation Net Promoter Score Start-ups Customer Satisfaction 143

Zendesk

JULY 26, 2022

When it comes to sales, BDRs help by cultivating new strategies for creating sales prospecting tools and inbound leads, but they rarely deal with those leads one-on-one. Conducting research. Everything a business development rep does starts with research. Experimenting with strategies. Customer base. Company history.

Social Media 96

Social Media Sales CRM Start-ups 96

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. Capture all the diverse insights your team has to offer. Do you want to uncover the real issues your employees are facing? Why limit yourself?

Start-ups 52

Start-ups Actionable Insights Construction Social Media 52

SugarCRM

APRIL 23, 2024

On this episode of the Fuel Growth podcast series, my co-host Clint and I got to sit down with Jill Rowley , Strategy & GTM Advisor at Stage 2 Capital. And my strategy will then be, I want to get nearer to those who are near interest to the customer. Partner-tech is a strategy and a category.” 3. Who do they trust?

B2B 29

B2B Sales Innovation Social Media 29

SurveySensum

OCTOBER 9, 2023

QuestionPro is a survey and research software platform used for creating, distributing, and analyzing customer feedback in real-time. It provides a wide range of features for designing surveys, collecting responses, and generating insights from the data gathered. But every tool has its limitations.

Text Analytics 52

Text Analytics Start-ups NPS Customer Feedback 52