Martin Hill-Wilson

JANUARY 19, 2021

Why Now? Ever since the pandemic struck, empathy has been bubbling up to become part of our current zeitgeist. Service, Sales, CX, Marketing and leadership in general are all being persuaded of its importance. An online search of recent evangelising reflects new-found popularity: Guide to Empathy in Customer Service. How to Use Customer Empathy To Get Repeat Business.

Leadership 52

Leadership Sales Marketing Customer Service 52

GetFeedback

JANUARY 19, 2021

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

Touchpoint 435

Touchpoint Customer Journeys Customers Customer Experience 435

Strikedeck

JANUARY 19, 2021

Vincent Manlapaz, in an interview with Harpreet Oberoi shares his thoughts on why organizations should keep their laser focus on meeting and achieving customers' desired outcomes. The post The Path to Sustainable and Reliable Business Partnerships first appeared on Strikedeck | Customer Success Platform.

Customer Success 92

Customer Success Meeting Customers Customer Engagement 92

GetFeedback

JANUARY 19, 2021

Simplifying CX YouTube series episode on building a robust CX technology stack.

Technology 195

Technology Video 195

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

CSM Practice

JANUARY 19, 2021

Organizations are made up of various divisions and industries that work hand in hand to accomplish one objective. Different beats of the heart still maintain a harmonious rhythm. No organization succeeds in having departments work independently from one another. There’s what we call a method, a loop called processes where everything is connected and can’t operate if it’s one.

Customer Success 90

Customer Success Marketing Customer Centricity Customers 90

Vanilla Forums

JANUARY 19, 2021

The internet abounds with the best and worst of human nature and reliably brings out instances of both in high relief. But today we’re discussing one of the darker aspects of forum frequenters: the tendency to hide behind screens. What exactly do we mean by that? All forum members use screens, right?

Tips 84

Tips 84

One Millimeter Mindset

JANUARY 19, 2021

If your goal is to lead strategically, consider the value of repeatedly seeking new jobs that keep you working in departmental silos. New job. New silo. Same old thing. Depending on your organization’s size, these silos can be big. Yet no matter how far you “travel” to collaborate cross-functionally, you never leave the silo you operate within.

Leadership 84

Leadership Travel Groups Tools 84

ClientSuccess

JANUARY 19, 2021

If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

iPerceptions

JANUARY 19, 2021

What you need to know about causation and correlation, including key differences and examples of both. The post Correlation vs Causation: What’s the Difference? appeared first on Astute.

Examples 62

Examples Voice of Customer Report Analytics 62

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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

transcosmos Information Systems

JANUARY 19, 2021

Intro. 2020 was certainly not an ordinary year. It had a significant impact on the lives of individuals and the operation of businesses around the globe, created uncertainty, and a variety of obstacles that needed to be addressed and overcome. At the same time, we cannot deny its enlightening nature, which helped and motivated humanity to gain new experience, skills, and companies to digitize their operations and enhance their flexibility.

Company 62

Company Exercises Government Technology 62

iPerceptions

JANUARY 19, 2021

Customers crave personalization. The latest in automation and AI make delivering a personalized customer experience easier than ever before. The post How to Make Personalized Customer Experiences Easy with Automation appeared first on Astute.

Customer Experience 62

Customer Experience How To Customers 62

Hallmark Business Connections

JANUARY 19, 2021

When you watch election results on television, at the bottom of the screen, you may notice a percentage called “margin of error.” It’s typically around 3% in the polls. What does this mean exactly? This number indicates that the reported results could be over or under by about 3%. It’s also why someone winning by one, two or three percentage points may not really be “winning” at all.

Case Study 61

Case Study Study Data Marketing 61

Survicate

JANUARY 19, 2021

. . The post Top 10 Marketing Surveys and Marketing Survey Questions appeared first on Survicate.

Survey 80

Survey Marketing 80

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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

WorkOutLoud

JANUARY 19, 2021

Delighting your customers with an effective experience is simple. We start with a comprehensive collaboration platform with features that you would expect such as sharing, posting, integrating, notifying, connecting, following, and instant messaging to name a few. These features along with our extendable profiles, Suggestion Engine™, Journey Management, APIs, and more and you have a great platform to build upon.

Connections 52

Connections Advertising CRM Customers 52

Education Services Group

JANUARY 19, 2021

At ESG, we’ve gone all-in on the future of Customer Success. Our Customer Success as a Service ® model means that it’s our job to understand all the industry’s challenges, and then develop and perfect the strategies and philosophies that empower CS organizations to face those challenges head-on. Part of our work is collecting data that will enable CS leaders to succeed as the industry evolves.

Study 52

Study Leadership Customer Success Industry 52

Confirmit

JANUARY 19, 2021

As you may know, it’s been a busy start to 2021 for Confirmit. In the first week of the year we announced our intention to merge with FocusVision. The merger is conditioned on receipt of regulatory approvals and is expected to close in the second quarter of 2021. Of course, we’ll keep you updated as things move forward but for the moment, it’s business as usual as we continue to push ahead with delivering our product roadmap and doing our best to serve our customers.

Roadmap 52

Roadmap Customer Voice Course Technology 52

C Space

JANUARY 19, 2021

Christopher Nurko, Global Chief Innovation Officer, has been named as a Global LGBTQ+ Role Model by INvolve. Interbrand Group are proud to announce that Christopher Nurko, Global Chief Innovation Officer, has been named as a Global LGBTQ+ Role Model by INvolve, the global network and consultancy championing diversity and inclusion in business. Tweet.

Innovation 52

Innovation Consulting Leadership Groups 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

CSM Magazine

JANUARY 19, 2021

Recall the last time you stood in an aisle in your local supermarket, looking at the humungous variety of products in front of you. But was there a moment where you went straight to a product without even looking at the others? Perhaps a brand you’ve been using for years? That’s exactly what customer loyalty is about – providing consumers with a product that directly solves their problems, makes life easier and even provides surprise benefits every now and then.

Loyalty 52

Loyalty Case Study Study Feedback 52

Magellan Solutions

JANUARY 19, 2021

Healthcare is the largest and fastest-growing industry on the planet. . In the United States, healthcare makes up 18% of its GDP by the end of 2019 alone. And they spend more than the world’s average on healthcare. . Its value and function are even more crucial amidst the pandemic. That is why all eyes are set not only on the industry. But the people who lead it, as well.

Healthcare 52

Healthcare Leadership Culture Groups 52

inSided

JANUARY 19, 2021

[Amsterdam, Netherlands - January 19, 2021] Today, inSided and Skilljar announced the launch of an integration bridging inSided’s Customer Success Community Platform and Skilljar’s Customer Education Platform. The integration streamlines the exchange of Community, Customer Success, and educational content. Moreover, it supports further development of a comprehensive Customer Education ecosystem for B2B SaaS and subscription-based companies.

B2B 52

B2B Customer Success Customers Company 52

Forrester's Customer Insights

JANUARY 19, 2021

Customers don’t buy technology. They don’t even buy products. They buy into the promise of a brand and then measure its delivery through outcomes. How do you squeeze 60 football fields into inches? By taking the world’s largest trade show, stretching about 3 million square feet, boasting 170,000-strong attendance, and turning it into an all-digital […].

Brands 63

Brands Measurement Technology Customers 63

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

Topdown

JANUARY 19, 2021

Loyalty is one of those concepts that’s as old as time itself really. Loyalty, as a trait, has played a major role in much of history, from betrayed loyalty, to misguided loyalty, to heroic loyalty that saves the day. In business, although loyalty may not take on such as epic importance, it does play a very important (some may even say the most important) role in building customer relationships.

Customer Journeys 48

Customer Journeys Loyalty Customer relationships Customers 48

Forrester's Customer Insights

JANUARY 19, 2021

Translating intent data into sales rep action offers a level of information that surpasses what sales reps can determine on their own. In his latest blog post for Forrester, Seth Marrs shares that when this is done well, it also links the buying signal to the action that has proven to yield the best results.

Sales 63

Sales Data Technology Management 63

Brandwatch CX

JANUARY 19, 2021

Video 115

Video 115

Oracle

JANUARY 19, 2021

Sales trends changed quickly—and in unexpected ways—throughout 2020. The pandemic, rapidly shifting economic conditions, and the larger social (and socially distanced) context demanded that brands develop new strategies to reach buyers. Here’s a closer look at four sales trends that reshaped the way we worked in 2020 and a preview of what to expect in the year ahead.

Sales 45

Sales Trends B2B Ecommerce 45

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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

MyCustomer

JANUARY 19, 2021

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 19th Jan 2021. By Neil Davey Managing editor.

Management 40

Management Customer Experience Customers 40

Magellan Solutions

JANUARY 19, 2021

Accents are often overlooked by business owners when looking for a company to outsource their inbound call center service. Businesses outsource their service primarily to save more money. But aside from cost cutting, here are the other reasons why companies outsource their service: Enhancing the quality of the service. Solving capacity issues. Focusing on the core business.

Call Center 52

Call Center Government Culture Training 52

LoyaltyPlus

JANUARY 19, 2021

With 2020 now done and dusted, and harsh socio-economic lessons learnt, retailers can now turn their attention to 2021 and a new year with new opportunity to reward customers and secure market share. To this end, business owners would do well to pay close attention to trends that now define loyalty and loyalty-based programmes, according to leading independent customer relationship management company LoyaltyPlus.

Gamification 52

Gamification Customer Centricity Airlines Loyalty 52