Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO. Regardless of where you start your career in customer success, when the time comes to helm a CS program for the first time, the sheer number of things to address can be daunting.

Effort Score 59

Effort Score Tips Chief Customer Officer Return on Investment 59

InMoment XI

MAY 1, 2023

In today’s highly competitive business landscape, delivering exceptional customer experience (CX) is essential for any organization to remain relevant and successful. However, many businesses struggle to find success with their CX program because of organizational silos. What Are Organizational Silos? The term “organizational silos” refers to the condition in which different teams or departments within a company operate in complete isolation from one another.

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Company How To Culture Touchpoint 260

IntouchInsight

MAY 1, 2023

From Consumer Trend Reports to the Annual Drive-Thru Study , Intouch Insight has been a trusted source of customer experience data for years. Now, in 2023, we're launching a new annual report - Emerging Experiences. In this series, we will examine some of the most impactful trends shaping customer experiences today.

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Meeting Report Trends Study 269

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” But is that really true? In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Here are 4 Reasons Why Great Service is a Trap That Will Ruin Your Business Great Service is Expected Customers expect a certain level of service when they interact with any business.

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

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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

The DiJulius Group

MAY 1, 2023

Every so often I like to discuss several related topics under one umbrella. The underlying theme here is the power each member of every organization has to offer its customers either a true secret service company experience, where the customer journey has an almost magical flow or one that causes the customer to ultimately jump. Read Full Article The post Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience appeared first on The DiJulius Group.

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Leadership Customer Experience Customer Journeys Groups 112

BirdEye

MAY 1, 2023

If you’ve ever struggled with figuring out how to price your products, you’re not alone. A Google search for “struggle with setting prices” will yield 542 million relevant search results. Many business owners don’t know how to price their products or services. But, thankfully, there are several viable strategies you can leverage. Getting your pricing strategy right helps your business grow and turn profitable.

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Strategy Telecommunications Analysis Consumers 98

kommunicate

MAY 1, 2023

Last Updated on May 1, 2023 “The art of medicine consists of amusing the patient while nature cures the disease.”— Voltaire A visit to a healthcare facility is not pleasant. You have to deal with the doctors, the financial aspects of it, the mental trauma of dealing with the disease, and, most importantly, the disease [.] The post 9 Patient Retention Strategies For Your Healthcare Institute In 2023 appeared first on Kommunicate Blog.

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Healthcare Strategy Financial 97

BirdEye

MAY 1, 2023

Making the most of customer reviews to boost your brand awareness, sales, and earning potential is key. It’s essential to not only gather this valuable feedback but also understand how to harness its power. In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews.

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Examples Social Media Video Feedback 97

Middlesex Consulting

MAY 1, 2023

Customer Quiet Quitting Customers are not obligated to spend more money with you after their initial purchase unless they purchase something under a special agreement. However, you know that they will eventually need support, replacement parts, software upgrades, training, consumables, and on-site service work. You should be concerned if your company has not heard from […] The post Quiet Quitting Is Not Just for Employees — Customers Are Doing It Too appeared first on Middlesex Consulting.

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Consulting Software Training Consumers 78

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ROI

Integrity Solutions

MAY 1, 2023

Many of our important decisions in life are influenced by both emotional and rational attributes, and often, the pull of the emotional is what rules the day. This simple truth goes a long way toward explaining why it takes more than just intellect and know-how to be a high-performing salesperson. As Daniel Goleman noted in his groundbreaking book , “Emotional Intelligence,” research shows that up to 90% of performance effectiveness is due to emotional savvy rather than technical know

Customer relationships 87

Customer relationships Sales Training Customers 87

ShepHyken

MAY 1, 2023

Top Takeaways: Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible.

Culture 64

Culture Retail Training Customer Service 64

Blake Morgan

MAY 1, 2023

Chatbots have been a customer service staple for years but have often failed to live up to the hype around the potential. Among the common customer complaints are not being able to get answers to simple questions and having to repeat themselves. In fact, 80% of consumers say interacting with a chatbot makes them more frustrated. But that could all change with a new AI system that is being used everywhere, from medical reports to the World Economic Forum in Davos.

Customer Experience 59

Customer Experience Self Service Chatbots System 59

SurveySparrow

MAY 1, 2023

Coaching feedback is a critical aspect of coaching that helps individuals identify areas for growth and improvement, whether it is personal or professional coaching. In this blog post, we will explore the importance of coaching feedback, different types of feedback, and strategies for giving and receiving feedback effectively. Why Coaching Feedback is Important?

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Feedback Strategy Examples Survey 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

Zonka Feedback

MAY 1, 2023

Feedback is essential for delivery businesses to improve their service, maintain customer satisfaction, and build a strong brand reputation. Check out the top Customer Satisfaction Survey Questions, Examples & Templates in this article. Delivery Businesses are on the rise. For customers and frequent buyers, it is one of the most convenient and easy sources to purchase goods and services without spending time and effort on visiting stores or getting stuck in the traffic on the road.

Customer Satisfaction 52

Customer Satisfaction Examples Apparel Survey 52

Uplight

MAY 1, 2023

Built In’s Moxie Awards celebrate women’s contributions to tech, especially those who are creating change from the ground up. Uplight’s own Momo Nakamura, Senior Manager, Customer Growth & Marketing Operations, was selected as a 2023 Moxie Award Winner. Momo is a rising leader in the Climate tech field, a mentor and role model to other Read More The post Congrats, Momo Nakamura, Built In Moxie Award Winner appeared first on Uplight.

Marketing 52

Marketing Management Customers 52

Kapta Customer Success

MAY 1, 2023

Customer success is essential to the long-term growth of your organization for many reasons. Helping customers achieve measurable results by using your product or service has been found to be the best predictor of customer retention. When you boost retention, you increase renewals and drive revenue through upsells, cross-sells, and referrals.

Customer Retention 52

Customer Retention Customer Success Culture How To 52

SAP Customer Experience

MAY 1, 2023

Hello learners! You asked, we listened! Here begins the expert live session journey for SAP Sales Cloud! In this 2 day Live Session you get to learn and interact with our expert who will be presenting the various capabilities this solution provides. This will help you with certification readiness as.

Sales 51

Sales Interaction Training Customer Experience 51

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

Loyalty

Forrester's Customer Insights

MAY 1, 2023

Cybersecurity threats continue to plague organizations, multiplying like Mogwai in the 1984 hit movie “Gremlins” (just don’t feed them after midnight). Forrester data shows that almost three-quarters of organizations reported one or more data breaches in the past 12 months.

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Report Data Trends Management 49

ReviewTrackers

MAY 1, 2023

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Forrester's Customer Insights

MAY 1, 2023

Companies must make decisions to modernize while navigating a challenging economic climate. They must balance the need for speed and agility against cost pressures. They must balance the need to better serve customers against pressures to reduce headcount. Forrester sees more companies turning to industry CRM to help manage these journeys.

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CRM Industry Management Data 26

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Leadership

Forrester's Customer Insights

MAY 1, 2023

Financial services (FS) firms are no strangers to innovation. Deep pockets and customer pressure to continually differentiate means that new digital capabilities are constantly in development. Still, this process is not unfettered.

Financial 26

Financial Innovation Analysis Banking 26

Russel Lolacher

MAY 1, 2023

In this episode of Relationships at Work, Russel chats with culture consultant and wellness counsellor Rita Chand on what bullying in the workplace feels like, looks like and what we can do about it. A few reasons why she is awesome — she is a certified life coach, a wellness counsellor, and a facilitator. And she specializes in recognizing bullying.

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Culture Course Communication Employee Experience 98

Method:CRM

MAY 1, 2023

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Learning from your CRM and customer experience data is most valuable when it comes to understanding your customers and improving their satisfaction levels.

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CRM Customer Experience Self Service How To 93

West Monroe

MAY 1, 2023

“The goal of a customer support organization is to go out of business.” This tongue-in-cheek refrain in the customer support community teases at the dependency software providers have on support delivery given product complexity and immaturity. The mandate of customer support has always been to balance the customer experience with efficient, scaled operations in the context of the product roadmap and known gaps.

Self Service 52

Self Service Chatbots Roadmap Software 52

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

AWS Machine Learning

MAY 1, 2023

The rapid adoption of smart phones and other mobile platforms has generated an enormous amount of image data. According to Gartner , unstructured data now represents 80–90% of all new enterprise data, but just 18% of organizations are taking advantage of this data. This is mainly due to a lack of expertise and the large amount of time and effort that’s required to sift through all that information to identify quality data and useful insights.

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Data Effort Score Training Competitive Advantage 93