Vanilla Forums

AUGUST 4, 2021

Gamification is used literally everywhere - why? Because it works! It Gamification successfully increases engagement through providing incentive to participate. Gamification refers to adding game elements to something that's traditionally non-game related to make it more of a game. When this is applied properly to your online community, gamification can incentivize your members to participate, increase engagement, and lead to a more active community as a whole.

Gamification 98

Gamification Engagement Marketing 98

Doing CX Right

AUGUST 2, 2021

Is CX & Marketing the same? Is Customer Experience the new Marketing? Read expert views and what you can do with the information to advance success. The post The Great Debate: Is Customer Experience The New Marketing? appeared first on Doing CX Right.

Marketing 124

Marketing Customer Experience Customers 124

Helpware

AUGUST 3, 2021

Optimize business communication for customer success growth with these effective strategies.

Communication 96

Communication Customer Success Customers Strategy 96

Alida

AUGUST 6, 2021

Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with.

Customer Experience 246

Customer Experience Customer Insights Customers Company 246

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

Uniphore

AUGUST 6, 2021

Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Self Service 246

Self Service Contact Center Knowledge Base Call Center 246

C3Centricity

AUGUST 2, 2021

This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. As mentioned last week, you can download the full white paper HERE. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve. In general, it is critical to get the importance level of each function as well as our performance score.

Customer Relationship Management 178

Customer Relationship Management CRM NPS Loyalty 178

Alida

AUGUST 4, 2021

Employees are the heart of your business. More now than ever, you need to prioritize your employee experience or you risk losing top talent and even your customers. To quote Richard Branson, “Clients do not come first. Employees come first. If you take good care of your employees, they will take good care of your clients.”.

Employee Experience 246

Employee Experience Customer Experience Customers 246

NICE inContact

AUGUST 4, 2021

Download this customer journey map template and advice from Experience Investigators and start mapping your agent and customer journeys today, to get one step closer to delivering extraordinary CX for today’s digital-first reality.

Customer Journeys 161

Customer Journeys Customers Customer Experience 161

Uniphore

AUGUST 6, 2021

Alliander Uses Visual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.

Interaction 130

Interaction Self Service Contact Center System 130

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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

Middlesex Consulting

AUGUST 5, 2021

The Great Resignation combined with the silver tsunami will absolutely challenge all of us who are responsible for building and maintaining our organizations! From the Article Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami. As older employees begin planning for retirement, it’s time for industrial […].

Consulting 146

Consulting Industry Employee Engagement Engagement 146

Help Scout

AUGUST 5, 2021

“I was working longer and longer hours just to keep up.” “The tiniest thing would set me off.” “I felt trapped and helpless.” “I had a sense of tunnel vision.” “I told my manager, and all they said was, ‘You’re doing a good job, don’t worry about it.’” “I get to the point where I just don’t want to do anything. A snowball of apathy.” “I came back from sabbatical, and the workload was the same but my perspective was so different.”.

Customer Service 135

Customer Service How To Customers Resources 135

ReviewTrackers

AUGUST 3, 2021

One of the key aspects of reputation management that we here at ReviewTrackers continue to stress to all of our clients and partners, regardless of size, is the importance of having a holistic reputation strategy. Holistic reputation management seeks to cover all bases, ensuring that enterprises are going beyond visibility and analysis and are taking the necessary steps to make corrections to any aspect of the customer experience that might be hindering the perception of the business organizatio

Customer Service 123

Customer Service Effort Score Fashion Customers 123

Uniphore

AUGUST 6, 2021

Alliander Uses Virtual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.

Self Service 130

Self Service Contact Center System Interaction 130

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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

AUGUST 2, 2021

The Best Way to Improve Your Company Culture in Challenging Times By Jess Pischel Employees are the backbone of your organization, and if they are not satisfied, other areas of the business will struggle too. Conversely, a workplace where team members are engaged, feel they are supported by leadership, and have the opportunity to.

Culture 126

Culture Company Leadership Groups 126

ShepHyken

AUGUST 3, 2021

Everybody Wants to Rule the World. Surviving and Thriving in a World of Digital Giants. Shep Hyken interviews Ray Wang, Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc. They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants , a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work.

Loyalty 118

Loyalty Customer Centricity CRM Leadership 118

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. First, we’ll consider why a freemium approach works so effectively when it’s executed correctly.

Sales 118

Sales Strategy Social Media Knowledge Base 118

Heart of the Customer

AUGUST 3, 2021

Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected. This pivotal moment in CX history makes designing compelling […]. The post The Year of CX Data Shifts Into Overdrive appeared first on Heart of the Customer.

Data 109

Data ROI Metrics Survey 109

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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

Kustomer

AUGUST 5, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below. A New Wave of Customer. The modern customer demands that companies are accessible on their preferred platforms, including Facebook, Instagram, Twitter, etc.

Omni-Channel 105

Omni-Channel Customer Experience Chatbots Contact Center 105

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . As a Customer Success provider with our own fast-growing Customer Success team, we rounded up the best pieces of career advice from our Customer Success team members who know firsthand what it takes to hit the

Customer Success 98

Customer Success Course Competitive Advantage Resources 98

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. We’ll consider a variety of issues that can cause communication difficulties, ranging from misunderstandings to money to technical barriers.

Communication 118

Communication Strategy Chatbots Customer Journeys 118

Zonka Feedback

AUGUST 5, 2021

Net Promoter Score®(NPS) has become the gold standard Customer Experience Metric. More than two-thirds of the Fortune 1000 list currently use the Net Promoter Score to determine customer loyalty. Thousands of leading brands such as Apple, Intuit, G.E., and American Express began using NPS to measure customer loyalty and engagement.

Net Promoter Score 98

Net Promoter Score NPS Survey How To 98

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

NobelBiz

AUGUST 4, 2021

In this episode of the CX Experience Podcast, Frank Wassenbergh speaks with NobelBiz President Steve Bederman about the contact center industry processes as a whole and NOT the state of technology. This is an enjoyable episode to listen to if you are looking for a new way to understand how you as a contact center manager should be sold to. The post Process, Not Technology | Steve Bederman on the CX Experience Podcast appeared first on NobelBiz®.

Technology 98

Technology Contact Center Industry Management 98

PK

AUGUST 4, 2021

We’ve all experienced disruptions to the supply chain this past year. From toilet paper shortages at the beginning of the pandemic to the more recent lack of lumber, the shortages […]. The post Improving the supply chain with automation appeared first on PK.

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Advantage Communications

AUGUST 4, 2021

Customer service is an essential part of your business. High-quality customer care leads to improved customer loyalty, upsell and cross-sell opportunities, enhanced brand reputation, happier customers, word-of-mouth marketing and improved business growth.

Call Center 98

Call Center Customer Service Customer Care Loyalty 98

ChurnZero

AUGUST 3, 2021

No matter what role you are in at your SaaS organization, metrics are key to your success. They help you evaluate performance of the business, team as well as individual contributors. When looking at metrics, it is important to be able to tie it back to what matters the most to your board and investors – revenue. . Let’s take a look at some metrics that directly measure your company’s revenue performance.

Roadmap 98

Roadmap Metrics Software Customer Satisfaction 98

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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

DemandJump

AUGUST 3, 2021

Creating content for your website and other digital channels is important for establishing your authority, engaging with your customers, and boosting your traffic. However, at a certain point, you may run out of topics to write about. That is why you need a content strategy to generate content ideas all year round.

Strategy 98

Strategy Engagement Customers Marketing 98

Vanilla Forums

AUGUST 3, 2021

The future of business is going to be based on excellent customer experience. A great CX is paramount to a brand’s customer retention, their revenue streams, and their overarching success.

Customer Retention 98

Customer Retention Customer Experience Customers Customer Success 98

kommunicate

AUGUST 3, 2021

In July, we have added some powerful features to your favorite customer support automation tool. Let’s jump into new features! KOMPOSE BOT BUILDER Drag & Change order We’ve added an ability to drag and change the order of the chatbot replies in an intent. Go to Dashboard >> Bot Integration >> Select the bot >> Configure bot’s [.]. The post Here’s What’s New from July 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.

Chatbots 98

Chatbots Tools Customers 98