We are living in an era that demands right brained thinking and actions around engagement and CX. But even customer engagement has to be measured. Steve Bocska, CEO of PUG Interactive, has figured out how to measure engagement — and he may be onto something.
Today, customers expect their interactions with every company to be quick, convenient, and contextual. Yet, when a company scales and begins to achieve exponential growth, the challenge of keeping pace with customer expectations grows exponentially, too.
At its core, AES is an expression of how much effort it takes for an agent to fulfill their role of helping a customer resolve their customer care issue.
Your marketing strategies should greatly focus on consumer expectations. Knowing what your customer needs will help you to build improved products and to attract your targeted audience. The client expectations are typically based on actions brands show when they interact with a company.
Leading brands are learning to transform operating models and processes that support digital-first customer engagement while exploring opportunities to create value in new ways. It’s a fundamental shift from selling to understanding customers.
If you’re searching for a list of social media metrics that matter, you’re not alone. Some social media marketers believe there are three to four that they should turn into key performance indicators (KPIs).
More content is not always a good thing. I once worked for a company that had over 30,000 pieces of content, most of which was introduced to the target audience in one fell swoop with no strategic plan. Only 2% of that content was ever viewed.
Consumer insights are analyzes used by businesses to summarize how their audience thinks and feels. By analyzing human behaviors, companies can spot ways to optimize their service to better meet customer needs.
The new market reality is that without a creative DX and CX strategy, brands may not survive, and government agencies may lose opportunities to improve lives in the communities they serve.