ShepHyken

FEBRUARY 4, 2024

Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. How 6 Brands Could Change Loyalty Trends In 2024 by Jenn McMillen (The Wise Marketer) Loyalty marketing remains popular, but often is just the same-old, same old.

Customer Service 155

Customer Service B2B B2C Engineering 155

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. Quotes: “Around 2019 and 2020, everybody just wanted to see top-line growth. It was all about numbers and revenue.

Customer Support 202

Customer Support outsourcing Upselling Customer retention 202

Beyond Philosophy

AUGUST 29, 2020

5 New Rules Guaranteed to Build Trust. When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don’t? People like to do business with people, brands, or organizations they trust. The five rules guaranteed to build trust are not complicated.

Banking 398

Banking Consulting Consulting Accountability 398

Beyond Philosophy

FEBRUARY 21, 2020

Where AI Meets CX: The Remarkable Future for Humanizing Brands. One area that we see interesting applications of AI Technology is the brand personification and social media management. Conversational Commerce is a way to describe how customers interact with brands on social media and other channels to move them through the sales cycle.

Chatbots 397

Chatbots Consulting Consulting Technology 397

ShepHyken

JUNE 29, 2021

Gaps in being a customer-obsessed organization happen when companies do not deliver their brand promise. The brand promise falls into three categories: ‘Unlike the others’ – Being different, quirky, or unusual. ‘At In 2017, it would have taken 17 interactions with a brand to close a typical B2B transaction.

B2B 360

B2B Consulting Consulting Marketing 360

ShepHyken

JULY 28, 2023

This week, we feature an article by Jessica Collier , VP of Growth Marketing at Assembly Software. She shares what social proof is and how it nurtures credibility, builds trust, and increases profitability. Social proof is a psychological phenomenon marketing teams can use to nurture brand credibility and trust.

voip 156

voip Marketing SaaS Personalization 156

IdeasUnlimited

MARCH 6, 2024

In the ever-evolving world of business, customer service stands as a pivotal pillar in building brand loyalty and ensuring customer satisfaction. With a decade-long history of excellence, IdeasUnlimited has been instrumental in transforming the customer service landscape for businesses worldwide.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

ShepHyken

SEPTEMBER 22, 2023

As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries. From the ongoing impact of COVID-19 to supply chain issues and global conflict, businesses are facing unrelenting pressure. So, what can we expect from customer service trends in 2023?

Customer Service 155

Customer Service Chatbots Self service Customer Care 155

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. Businesses must navigate these waters carefully to build a loyal customer base. Here are some of the biggest challenges businesses encounter and strategies to overcome them.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

Totango

FEBRUARY 23, 2024

Karen has a unique story as she joined Totango right after the company updated its positioning narrative and completed a brand refresh. For example, a CMO doesn’t just solve marketing problems — but business problems, too. We’re invested in their growth, their development, and their impact on the business — but that’s Team Two.

Marketing 97

Marketing Enterprise Sales 97

ShepHyken

APRIL 26, 2021

ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Here are my top five picks from last week.

Customer Service 339

Customer Service First call resolution Contact Center Engineering 339

ShepHyken

JUNE 14, 2021

MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty. Go for brand intimacy.

Customer Service 239

Customer Service Customer retention Personalization Surveys 239

ShepHyken

OCTOBER 25, 2021

compound annual growth rate from the $1.17 It does drive repeat business, and there is nothing wrong with that, but it is actually a discount program. In short, don’t confuse repeat business with loyal business. What is Brand Loyalty and How Can You Build It? What Kind of CX Do Customers Really Want?

Customer Service 365

Customer Service Chatbots B2C Consulting 365

ShepHyken

SEPTEMBER 13, 2021

Customer loyalty refers to customers who have decided to continue to do business with a brand as a preference over that brand’s competitors. Customer loyalty refers to customers who have decided to continue to do business with a brand as a preference over that brand’s competitors.

Customer Service 379

Customer Service B2C B2B Customer retention 379

CSM Magazine

MARCH 13, 2024

In this article, we’re going to explore how you can supercharge your branding efforts by leveraging the power of customer success management. Whether you’re a startup looking to make a splash or an established business aiming to solidify your brand presence, CSM can take you to the next level.

Management 52

Management Upselling Marketing Sales 52

Totango

JANUARY 22, 2024

Most expect to see CS emerging as a growth engine. In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth. Additionally, our CAB members are buzzing about AI. Retention is the new acquisition.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Real Blue Sky

NOVEMBER 21, 2023

Unlocking Growth: The Power of Adaptation and Innovation Introduction In the current economic climate, where unpredictability is the only constant, businesses are grappling with the reality of tightened budgets and a future that’s hard to forecast. The Economics of Retention The numbers speak for themselves.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

24-7 InTouch

APRIL 17, 2024

” IntouchCX was also a Silver winner for Innovative Achievement in Growth, Thought Leader of The Year (Dishant Bhojwani), and Innovative Achievement in Customer Satisfaction. . The 11th edition of the Asia-Pacific Stevie Awards attracted many remarkable nominations,” said Maggie Miller, President of the Stevie Awards. “The

Contact Center 105

Contact Center Technology Sales Management 105

SmartAction

OCTOBER 2, 2023

FORT WORTH, Texas, August 8, 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce the appointment of its dynamic go-to-market team, a strategic alliance aimed at accelerating new growth opportunities and bolstering customer satisfaction.

Marketing 77

Marketing Virtual Agent Customer centricity Sales 77

TechSee

MARCH 7, 2023

Taksina is shaping the future of service and how businesses will embrace and adopt technology to deliver incredible outcomes. Fast forward to today, Carol leads the iconic UPS brand. and commitment to sustainable business practices improvements are unparalleled. Her Great Grandmother was a Wyoming homesteader.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

Totango

FEBRUARY 23, 2024

A lifestyle maven and a gangster rapper turn an unexpected friendship into lucrative television shows and brand deals. This partnership helps to activate the flywheel and propel growth from the existing customer base. Both your pre- and post-sale teams should know the answer to: “What is my customer’s business outcome?”

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

JANUARY 30, 2024

In the following exploration, we will unveil three unmistakable signs that guide you toward companies that prioritize your satisfaction, empowering you to navigate the vast sea of businesses with confidence and discernment. These principles are followed by the League of Slots , where customer satisfaction reigns supreme.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. Beliveo was founded in 2011, and has a focus on providing scaled operations to global brands from Mexico.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Joe Rawlinson

FEBRUARY 16, 2024

The relationships within your team play a major role in determining your success as a business owner. Team building activities, informal gatherings, and even setting up a group personality test are some simple ways you can get to know your employees a little better. Here’s why we think it’s a good idea.

Morale 78

Morale Employee engagement Personalization 78

CSM Magazine

APRIL 19, 2024

In today’s business world, companies are always looking for ways to stay ahead and improve how they connect with customers. This tool can make a difference in how businesses engage with customers and build connections. Now, let’s discuss how businesses can enhance engagement with CX software.

Multichannel 59

Multichannel Metrics Analytics Feedback 59

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth.

outsourcing 52

outsourcing Engineering CRM Technology 52

CSM Magazine

APRIL 15, 2024

Are you on the journey of building a startup and in dire need of SEO strategies that promise growth? It’s designed to empower you with the knowledge and strategies to enhance domain authority, escalate search visibility, captivate potential customers, spur revenue growth, and more. ” The unequivocal answer is YES.

Engineering 52

Engineering Marketing Best practices Enterprise 52

24-7 InTouch

APRIL 26, 2024

But businesses must navigate the delicate balance between leveraging AI for competitive advantage and ensuring safety and ethical integrity. This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment.

Government 52

Government Customer centricity Technology Management 52

CSM Magazine

JANUARY 17, 2024

In today’s fiercely competitive business landscape, establishing a strong brand has become a necessity for businesses of all sizes. A powerful brand sets businesses apart, ignites customer loyalty, and significantly impacts the bottom line.

Advertising 52

Advertising Marketing Enterprise 52

TeamSupport

APRIL 10, 2024

In the competitive landscape of today's business world, maintaining strong client relationships is more important than ever. In this comprehensive guide, we will explore the myriad ways TeamSupport can transform your client support operations, driving revenue growth and elevating customer satisfaction to unprecedented levels.

Analytics 52

Analytics Upselling Sales Management 52

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. It’s about delivering the right message, to the right people, at the right time.

Entertainment 90

Entertainment Engineering Marketing Analytics 90

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

CSM Magazine

AUGUST 10, 2023

With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies. She joins Calabrio’s executive leadership team and will report to CEO, Kevin Jones.

Marketing 52

Marketing Customer centricity SaaS Coaching 52

SmartAction

DECEMBER 12, 2023

Today, we are excited to share with you a significant milestone in our journey — the launch of our brand refresh. This isn’t merely a change in our logo or colors; it’s a reflection of our growth, our learning, and our renewed commitment to delivering outstanding AI-powered customer service solutions.

industry standards 78

industry standards Customer Service Automotive Virtual Agent 78

IdeasUnlimited

MARCH 28, 2024

This recognition by the Houston Award Program, acknowledges the company’s outstanding contributions to the local community and its exceptional service in the business sector. The Houston Award Program annually celebrates local businesses that demonstrate significant achievements in their respective fields.

Call Center 52

Call Center Benchmark Best practices Customer Support 52

SharpenCX

NOVEMBER 17, 2021

Long-term customers are more valuable to your company’s growth than you may think. A study from Harvard Business School found that increasing customer retention rates by even 5% can boost your company’s profits by 25-95%. That said, you’re losing out on business growth if you don’t focus on brand loyalty.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145