Customer relationship management

Customers growing more frustrated at inability to get answers from brands

Chart of the Week: 34% of customers are frustrated at not being able to find answers to simple questions. Could updated customer service channels help? As it becomes easier to find information and make purchases, customers are becoming increasingly impatient. Brands need to ensure they are reducing this frustration by offering the highest possible level …

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Online privacy vs. marketing: Which matters more?

Privacy is a top concern for people online, despite the fact that many want more personalized experiences from brands. With the constant decline of network television and print media, marketing strategy is shifting to the digital space. This has also seen increased competition in the new medium, forcing marketers to look for ways to personalize …

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Lack of integration resulting in marketing funnel friction

Chart of the week: Only 2% of marketers have integrated all processes throughout their marketing funnel. Creating a funnel that ticks all the boxes is a vital part of marketing. Your funnel should attract, nurture, qualify and convert, leading customers through to the checkout as seamlessly as possible in order to get the best conversion …

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How to maintain transparency in your business at different levels

It’s now more important than ever to establish and maintain a good work environment, and transparency is a key component of that. Today, there is an information overload and everyone is well-informed. So most people prefer to work with companies that are known for their good work environments. It is easy to check the reviews …

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6 chatbot best practices for e-commerce sites

Chat increases conversions, not just dialog, which is why you need to understand how best to use chatbots Live chat isn’t just for customer support anymore; it’s a proven engagement and revenue booster. Kayako.com shares some compelling statistics that show just how powerful live chat can be when it comes to engagement and conversion. Analytics …

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Customers prefer the human element when it comes to customer service

Chart of the Week: 40% of customers are highly satisfied with agent-assisted methods of communicating with companies Customer experience (CX) is a huge part of driving engagement, sales and repeat custom. While companies understand why good CX is vital, there seems to be a disconnect between what customers view as good CX and what businesses …

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5 powerful strategies to stop customer churn

Reducing customer churn is a powerful strategy.  An HBR study found that positive customer experiences are associated with big increases in future revenue. But how do companies stop customer churn? Customer churn is an expensive problem for businesses. Acquiring a new customer costs at least five times as much as retaining a current one. Meanwhile, …

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Why video calling is essential for your multichannel customer service strategy

Is your business equipped to offer customers personalized experiences across multiple channels? In the era of instant communications and instant gratification, relationships between businesses and customers are changing. Driven by customers’ need for personalized and seamless interactions, brands are constantly adopting new communication channels, which allow them to reach customers at any stage of their …

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Plug revenue leaks with these 3 CX analysis techniques

Discover your top customer experience (CX) issues quickly How do your customers, both current and prospective, really feel about the experience they’re having with your brand? How can you best measure this? In this post, I share three cost-effective analysis techniques you can use to get these answers. I realize it’s more fun to focus …

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The growth of AI in financial services

Three ways financial services companies are leveraging AI to enhance the customer experience Artificial intelligence is having a transformative impact on industries and sectors across the world. From retail to manufacturing, advanced AI technology has already changed how we interact and do business with one another. This trend is only going to continue and whilst …

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5 ways to improve customer experience in 2019

People always prefer a brand that keeps them happy and satisfied, so improving your customer experience will be beneficial ‘Satisfaction’ and ‘happiness’ are the two critical factors that keep customers loyal to any brand and should be a be driving factors of your customer experience strategy. People always prefer a brand that keeps them happy …

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Recent data privacy legislation and the operational impact on digital marketers

A growing patchwork of domestic and international data privacy bills are being rapidly bolstered and enacted Recent data privacy scandals have sharply focused the attention and regulators and lawmakers on big data, ad tech and direct marketing. In response, a growing patchwork of domestic and international data privacy bills are being rapidly bolstered and enacted. …

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