eglobalis

OCTOBER 21, 2024

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Should they engage with every post or focus on resolving issues privately? Best practices suggest various approaches, but the decision is far from one-size-fits-all. This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, a

Social Media 415

Social Media B2B Sentiment Analysis B2C 415

Adrian Swinscoe

OCTOBER 21, 2024

Recently, I spoke to Shahar Chen, co-founder and CEO of Aquant, a field service management software provider, about some new research they had just published. One […] The post Addressing the aging workforce crisis in field service management first appeared on Adrian Swinscoe.

Artificial Intelligence 147

Artificial Intelligence Business Growth AI Customer Service 147

Execs In The Know

OCTOBER 21, 2024

Written by Erica McMannes, Chief People & Community Officer, Instant Teams As battle-tested founders and company leaders with eight years of conference-hopping under our belts, we thought we’d seen it all. That is until we stepped into the inspiring atmosphere of the Execs In The Know Customer Response Summit (CRS). This wasn’t just another industry gathering; it was a transformative experience that landed us right into the heart of CX passion and advocacy.

CX 97

CX Touchpoint Start-ups Gaming 97

SurveySensum

OCTOBER 21, 2024

“There are no right answers to wrong questions.” – Ursula K. Le Guin. As far as customer surveys are concerned, this couldn’t be any closer to the truth. Surveys can provide us with so much insight into what your customers want and are thinking, but they can become a liability if the questions asked are flawed. One of the biggest issues? Biased or poorly framed questions.

Double-Barreled Question 52

Double-Barreled Question Customer Feedback Actionable Insights Start-ups 52

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

The DiJulius Group

OCTOBER 21, 2024

The age-old proverb “One bad apple spoils the barrel” is a perfect metaphor for workplace culture. We found the results of the following experiment to be an aha leadership moment. Will Felps, a professor at Rotterdam School of Management in the Netherlands, conducted a fascinating study demonstrating contagious behavior in the work environment. He split.

Customer Experience 97

Customer Experience 97