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Kayako
AUGUST 19, 2022
Let’s say you are a teenager and want to borrow your aunt’s car. Do you ask her right after she just hung up from an annoying call? How about when she comes inside after mowing the lawn on a hot day – that same lawn you were supposed to mow yesterday?
InMoment XI
AUGUST 18, 2022
More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) to look at cutting discretionary spending.
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Comm100
AUGUST 17, 2022
Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today.
Alida
AUGUST 16, 2022
Now that customer-centricity is the top priority for the C-Suite, business leaders from all areas are faced with the imperative of transforming the customer experience. But, what does that entitle and how will it affect your business? Where to start? Thought Leadership
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?
TechSee
AUGUST 17, 2022
Growth and customer loyalty have historically been product-led. The company with the newest gadgets, with the best features, or the best price were often the market share winners of their industry. Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Kayako
AUGUST 12, 2022
The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting.
Shep Hyken
AUGUST 17, 2022
Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: .
Zonka Feedback
AUGUST 19, 2022
Positive Feedback, when delivered properly, has the potential to enhance the relationship between employees and organizations. It’s a catalyst for employee development and the right alternative to the usual employee performance reviews.
TechSee
AUGUST 16, 2022
TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry.
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Get the Customer Education Maturity Model Self-Assessment to quickly determine which of the 5 maturity stages your program is in today and then identify the next high-impact initiatives to undertake to advance to the next stage of program growth.
Totango
AUGUST 16, 2022
Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.
Russel Lolacher
AUGUST 15, 2022
In this episode of Relationships at Work, Russel chats with activist and Campaigns Manager Jessie MacNeil-Brown on encouraging activism in employees improves the world and workplace.
ClientSuccess
AUGUST 17, 2022
As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer?
Gainsight
AUGUST 17, 2022
Pulse 2022 is officially underway! The theme this year is “Unstoppable Together” and the opening keynote by Nick Mehta, CEO of Gainsight, proved just how important that message is for everyone at this moment in time. It’s no secret that the last few years have been a challenge for all of us.
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In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.
Middlesex Consulting
AUGUST 17, 2022
This two-part article about distribution strategy appeared on Thomas Insights Update on August 11 and 17, 2022. Part 1 is about creating and maintaining a great distribution chain.
Adrian Swinscoe
AUGUST 19, 2022
Eng Tan and Daniel Rodriguez, the CEO and CMO of Simplr, respectively, have a theory. In their 2021 book: Experience is Everything, they say that customer neglect is on the […]. The post Customer neglect is real and needs to be managed, as do customer expectations first appeared on Adrian Swinscoe
COPC
AUGUST 16, 2022
Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. Measure three quality metrics vs. one overall quality score. Evaluate interactions from the customer’s perspective.
Totango
AUGUST 18, 2022
A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products.
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The Customer Education Maturity Model was developed from an extensive industry study and delivers a comprehensive guide to moving the needle on your program including a roadmap for growth and the common stages, and barriers, of program development.
Zonka Feedback
AUGUST 17, 2022
Nowadays, brands are using negative feedback loops and positive feedback loops to effectively manage customer relationships. Feedback loops prove to be a powerful tool when it comes to improving product/services and envisioning growth
Helpware
AUGUST 18, 2022
After a lackluster 2020 due to the pandemic, 2021 saw the strongest retail growth in more than two decades. As e-Marketer reports , brick-and-mortar sales rebounded, and eCommerce growth was impressive. Total US retail sales topped $1.2 trillion, up 16.1% over 2021.
Joe Rawlinson
AUGUST 12, 2022
According to a survey, 68% of marketers say social media helped them generate more leads. The figure highlights how effective generating leads from social media can be with the right strategies.
ChurnZero
AUGUST 12, 2022
This is it. The moment you’ve been waiting for. Can we get a drumroll, please? We’re thrilled to announce our speaker and session agenda for BIG RYG 2022, the Customer Success leadership summit in Washington, D.C. on October 12-13, 2022.
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Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.
MiaRec
AUGUST 12, 2022
Do you know what your customers are saying about you? Do they feel like you are providing the best possible customer experience you can? Or are your customers about to jump ship to a competitor or tell their friends and family about a bad experience they had with your company? Speech Analytics
Zonka Feedback
AUGUST 18, 2022
A renowned brand is never the result of just excellent products; it is the product of a two-way relationship between the brand and its customers. A successful brand knows what its customers prefer, what influences their decisions, and what would drive them away.
Shep Hyken
AUGUST 19, 2022
This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. She shares how organizations can improve employee engagement and customer satisfaction.
Solvvy
AUGUST 17, 2022
Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business.
Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense
Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.
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