Gainsight

MAY 12, 2022

Here’s a harsh reality: To grow your product, your team has to be laser-focused on the customer’s experience. In the modern SaaS world, disappointed users will flee to the competition the moment they start feeling neglected. Unfortunately, as a product leader or manager, you probably feel like all of the extra feedback you’re receiving from stakeholders, fellow employees, and users is blocking the path to a better user experience.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

Alida

MAY 12, 2022

Indigo is Canada’s leading book and lifestyle retailer, offering a curated assortment of books, gifts, baby, kids, wellness, and lifestyle products that support their customers every day and at key life stages by simplifying their journey to live life on purpose. Indigo believes in real books, in living life fully and generously, in being kind to each other, and that stories—big and little—connect us.

Feedback 244

Feedback Retail Connections Customers 244

dscout People Nerds

MAY 12, 2022

It’s easier than you’d think to glean false insights in your research. Here are some of the common mistakes researchers make—and how to prevent them.

How To 112

How To 112

Merkle

MAY 12, 2022

The list of concerns keeping marketers up at night is growing rapidly. At a time when stakes are high for brands as they face radical changes in consumer behavior, economic climate, and more, a ton falls on the marketing department to meet new and demanding business outcomes. But you already know this, so let’s skip to the good part and talk about promotions!

Marketing 105

Marketing Meeting Consumers Brands 105

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Daniel Group

MAY 12, 2022

Grow your Business Exponentially by Improving your Customer Experience. Welcome to the May 2022 edition of Success Strategies. This edition continues our focus on growing your best in the best way, with excellent customer experience as the essential building block. In my recent blog, Great Customer Experiences: The Key to Business Growth , I discuss the connection between great CX and business growth.

Net Promoter Score 98

Net Promoter Score Customer Experience NPS Conference 98

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Irene Griffin , to discuss building better customer relationships through an empathy-driven support model. Griffin is currently leading the customer support team at FranConnect. To learn how Irene has built an incredible customer support playbook, listen to the podcast below.

Customer Service 96

Customer Service Customers Airlines Customer Experience 96

Helpware

MAY 12, 2022

The digital economy has ushered in a new phase of globalization and is, as expressed by the World Economic Forum , "becoming a force to be reckoned with through e-commerce and digital services." While this is good news for the growth of any venture with a digital presence, it also means the search for a competitive edge has intensified exponentially.

Company 75

Company Customers 75

Interactions

MAY 12, 2022

Customer experience comes down to creating the easiest path possible for customers to complete their tasks. Whether enrolling in an insurance policy, returning a dress, or booking a flight, the principles of good customer service remain the same whether online, over the phone, or face-to-face. In this way, you can think of digital customer experience (defined as any interaction with a brand that is not in person), as a digital storefront.

Customer Service 62

Customer Service Wait Times eBook Insurance 62

CSM Magazine

MAY 12, 2022

Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team. In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and the action plan required to address them.

Self Service 59

Self Service Analytics Competitive Advantage Tips 59

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

ReviewTrackers

MAY 12, 2022

Management 132

Management 132

CSM Magazine

MAY 12, 2022

Historically, customer support teams have taken a reactive approach to customer issues. Improving customer experience was more about finding solutions to customer-reported issues than proactively taking steps to improve the value and quality of the company’s products and services. Reactive customer support is time-consuming and “behind the curve”; at its worst, it prevents support agents from owning and resolving tickets end-to-end, causing a spike in engineering escalations and further delays a

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Analytics e-support Customers Customer Satisfaction 59

dscout People Nerds

MAY 12, 2022

Choosing between job offers can be overwhelming, here’s how you can objectively tackle the decision without letting fear take over.

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NobelBiz

MAY 12, 2022

Let’s start by saying what water cooler talks mean in this context. In some instances, it’s not the action of talking around the water cooler per se, but rather a couple of minutes of conversation with a colleague about a non-work-related topic. Be it sports, children, pets, or the current global pandemic, employees should get to know each other. In this article, we’ll be looking at how to grow your company culture and keep your remote employees connected and involved.

Employee Engagement 52

Employee Engagement Engagement Culture Contact Center 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

SAP Customer Experience

MAY 12, 2022

In our last SAP Signavio March 2022 release we announced the general availability of journey to process analytics. Journey to process analytics provides you the opportunity to identify insights into your combined process and experience reality: for example, how NPS or CSAT scores relate to reworks or cycle time, looking.

Analytics 52

Analytics Analysis NPS Customer Experience 52

NobelBiz

MAY 12, 2022

Contact center solutions just might very well help the businesses that use them to survive way past the COVID-19 era. Prior to the pandemic, the contact center market itself was projected to increase at a compound annual growth rate of 9% until the year 2024. Its estimated market value was forecasted to reach $5.99 billion. Take a breather and listen to the story of how Steve Bederman managed to go from call center agent to CEO.

Contact Center 52

Contact Center Software Management Strategy 52

Call Experts

MAY 12, 2022

At Call Experts, we know it’s essential to create long-lasting customer relationships. Our goal is to provide you with a support team that is as helpful and easy to work with as possible. We have a team of experts who have been trained professionally and work hard to make sure your customers are happy , and we’ll do whatever it takes to make sure they feel that way.

Customer relationships 52

Customer relationships Omni-Channel Contact Center Call Center 52

Education Services Group

MAY 12, 2022

The Reason. In middle school, I wasn’t athletic by any rendition of the word: I averaged about a twenty-one-minute mile, couldn’t lift my own body weight, and would have been lucky if I managed a handful of knee push-ups during physical fitness testing in gym class. Despite my lack of strength or stamina, I always loved the idea of dodgeball—it was the first time in gym class where I felt my mind could outperform my physical capabilities with strategy, tactic, and a little bit of whit.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

SurveySensum

MAY 12, 2022

Since the beginning, marketers, researchers, and businesses relied heavily on telephone surveys to interview people, collect and understand customer feedback. They used CATI/ telephone surveys to gather insights about the customer challenges, expectations, and behaviors to launch or improve products and services in the market. So, what are CATI or Phone Surveys?

Survey 52

Survey Case Study Customer Satisfaction Feedback 52

Clarivate

MAY 12, 2022

Last week was a great cause for celebration for many in the trademark and IP industry. INTA’s first in-person Annual Meeting since 2019 provided a long-awaited opportunity to meet with colleagues from around the word, discuss the latest trends in trademark law and showcase new Clarivate solutions. The in-person plus virtual event played host to more than 6,700 trademark professionals from 130 countries representing over 3,000 different organizations.

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Meeting Leadership Analysis Innovation 52

CSM Magazine

MAY 12, 2022

There’s no time like the present to be in the vocational rental business. Though the start of the global pandemic prevented or reduced travel, the distribution of vaccines and a decline in hospitalizations have prompted people to get back out and explore. Of course, they’ll need a place to stay during their travels; however, hotels are often packed and overpriced.

Customer Experience 52

Customer Experience Tips Travel Entertainment 52

Quadient

MAY 12, 2022

When you win, we win. Cheers to customer success! Stephanie Clarke. Thu, 05/12/2022 - 15:29. Customer reviews are among Quadient’s favorite sources of feedback because they bring our products and services to life. Public customer reviews on third-party sites often provide contextual detail about how our products and services are being leveraged to drive better customer experiences.

Customer Journeys 52

Customer Journeys Customer Success Software Analytics 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

CSM Magazine

MAY 12, 2022

Delivering great customer service is essential for any business, but it is especially important when it comes to fraud claims. The number of people who report being scammed has been on the rise recently. In this day and age, it is important for businesses to have a dark web monitoring tool. This will allow them to see if any of their customer information has been compromised.

Customer Service 52

Customer Service Trends Report Communication 52

Circular Edge

MAY 12, 2022

Blog Credit: Kristina Russo, September 13, 2021 (What Is a Financial Controller? Role & Responsibilities | NetSuite). Financial controllers are a varied group of accounting professionals. Mostly CPAs with a staunch regard for accuracy, process and policy, controllers’ responsibilities can vary greatly depending on the size of the organization and industry.

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Financial Policies Banking Study 52

CSM Magazine

MAY 12, 2022

There is every tendency for you to have an issue with an online marketplace, a social media platform, or a website. Counterfeit goods may be delivered to you, your social media page may suddenly shut down or be blocked without any obvious reason that you can point to. As a consumer or user, you have the right to file a complaint whenever this occurs, but unfortunately, many do not know where and how to lodge a complaint.

Social Media 52

Social Media How To Government Consumers 52

CustomerSuccessBox

MAY 12, 2022

It’s astonishing to know how product management converges with customer success management at one point. The overlap is the point where customers truly and completely experience the efficiency and effectiveness of your product! And it is intriguing to know how they together can elevate the success of the organizational goals in bringing out the ultimate product.

Customer Success 52

Customer Success Management Customers Metrics 52

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

CSM Magazine

MAY 12, 2022

While we’re now past the lockdown era that practically enforced telework, the virtual workplace will remain part of our lives. Companies noticed several benefits after the shift and chose to stick with remote work. They were able to cut down on operation costs, and employees could ditch the hectic office commute. In addition, workers enjoy doing things in the comfort of their homes and are reporting better productivity.

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Policies Video Communication Meeting 52

My Customer

MAY 12, 2022

CPurpose-led and values-driven innovation should be the new mantra for businesses in a post-pandemic world. Companies with a clear mission. 24th May 2022. By Gagandeep Gadri.

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Innovation Company 52

SAP Customer Experience

MAY 12, 2022

This feature helps you to simplify daily tasks like creating follow up meetings, viewing open opportunities, getting customer details and more using simple voice commands. You can use this functionality on your smartphone, to streamline repetitive processes, execute on critical leads and opportunities, and gather key insights from meetings.

Sales 57

Sales Meeting Customers Customer Experience 57