Help Scout
MAY 20, 2021
Marketing is often focused heavily (or even solely) on generating new leads and customers, but it’s important not to overlook your existing customers when creating your marketing strategies. Lincoln Murphy sums up the value that existing customers offer to growing SaaS companies: “The majority of the revenue from your relationship with a customer happens post-sale.
GetFeedback
MAY 20, 2021
PUMA revamped their digital customer journey with GetFeedback to improve their online experience and increase revenue. Learn how you can implement GetFeedback today!
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Alida
MAY 20, 2021
With so many industries forced to adapt to unprecedented change over the last year, Voice of the Customer (VoC) and customer experience (CX) initiatives are becoming critical for any company to be successful. CX professionals are recognizing just how important direct communication with customers is for making decisions and navigating the business to better outcomes.
Conversocial
MAY 20, 2021
Supply chains, waistbands and family relationships - all things put under a far greater strain than would be preferable since March 2020. For the purposes of this article, we are just going to focus on the first one. Over the course of the last 12+ months countries have been in fluctuating states of lockdown, creating issues around factories, transport, stores and every link in between that makes the global supply chain function.
Advertisement
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.
Kustomer
MAY 20, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen and Vikas Bhambri from Kustomer are joined by Edmund Ovington to learn the secrets to breaking down language barriers. Listen to the full episode to learn more. Why Your Team Needs Language Translation Software. VP of Global Alliances at Unbabel , Edmund Ovington shares why language translation software is a hot topic in the world of CX and how leaders could greatly benefit from these servi
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ChurnZero
MAY 20, 2021
When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. In the early stages of your Customer Success team’s journey, where you have little organizational oversight or guidance and the amount of work outnumbers the people to do it, just figuring out the right things to focus on can be a paralyzing challenge – not to mention doing those things right.
Feedbackly
MAY 20, 2021
Are you disappointed in your CX program because it hasn’t been able to deliver the expected results? It could even be frustrating, especially if.
Interactions
MAY 20, 2021
With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. . According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.
dscout People Nerds
MAY 20, 2021
Iterative studies are an incredible tool expanding on your insights. Dive into a handful of use cases and pull inspiration from our study on remote learning.
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Centercode
MAY 20, 2021
Since Centercode was founded back in 2001, we've learned a lot about what goes into becoming a highly skilled and competent user testing professional. Experience is a great teacher after all! What's even better is you don't have to work in the field for 20 years to benefit from our two decades of insights.
Magellan Solutions
MAY 20, 2021
What is sales outsourcing. Scalability, speed, and focus are essential. This is where outsourcing sales is a proven way for companies to drive revenue. So what is sales outsourcing? Sales outsourcing allows you to take advantage of untapped opportunities. You leverage more salespeople through an outsourcing partnership. Forward-thinking partners and experts help with the latest outsourcing trends such as: Increased cyber security measures.
The DiJulius Group
MAY 20, 2021
In a time of uncertainty, there are only three certainties in life: death, taxes, and customer experience. Interestingly, it takes a pandemic or an economic fallout for companies to focus more on the customer experience they deliver. Unfortunately, many leaders still don’t see the correlation between customer service and company success. However, as a few.
CSM Magazine
MAY 20, 2021
Customer experience covers every stage of the consumer process – from discovery right through to purchase and then retention. Focusing on that penultimate step, purchasing, is important, as it’s when customers will choose to open their wallets: Forbes estimates that 86% of consumers are willing to pay more if their experience has been positive.
Advertisement
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,
Oracle
MAY 20, 2021
Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.
CSM Magazine
MAY 20, 2021
Can patient portals improve your clinic’s overall performance? We look at the pros and cons below. Picture this: You have a new patient come in for a consultation. As the health care provider, you try to find out a patient’s medical history through a series of questions. It takes a while to get to the bottom of things in order to see the bigger picture and recommend an appropriate remedy.
Doing CX Right
MAY 20, 2021
Diversity is rising as leaders understand the importance to customers & business success. Inclusion needs more focus. Read & apply best practices. The post Employee Retention Depends on Inclusion – Not Just Diversity appeared first on Doing CX Right.
Call Experts
MAY 20, 2021
Business process outsourcing is a method of subcontracting various business-related operations to third-party vendors. . What is business process outsourcing? When a business contracts a third party to perform several services related to back and front office operations. BPO is deemed “offshore outsourcing” if the contract is sent to another country with political stability, lower labor costs, and tax savings.
Advertisement
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?
Hello Customer
MAY 20, 2021
When talking to organisations about what we do, the answer we’re getting is: ‘oh we already have surveys’, or ‘we are already doing NPS’. But when asked what the results of those are, the answer is less clear and outspoken. Companies are better at soliciting feedback than using it. When asked about the challenges they face with their programmes, we see the following come back: 1) After doing NPS for X years, we see the engagement of employees drop.
CSM Magazine
MAY 20, 2021
eDesk and CitizenMe reveal vast majority of UK and US ecommerce customers speak to retailers when an issue arises, offering a chance at redemption – but how businesses manage the problem determines their fate when it comes to reviews and feedback. Online shopping increased drastically over the past year as people stayed home, which has led ecommerce customer service specialist eDesk to update its Reviews and Feedback tool accordingly.
Optimove
MAY 20, 2021
For the 2nd year in a row, Optimove is recognized as a Challenger in Gartner’s Magic Quadrant for Multichannel Marketing Hubs1. This is also the 3rd consecutive year that Optimove has seen significantly improved scores across all Critical Capability use cases. This year’s Magic Quadrant evaluated 20 different vendors on 15 different criteria and ranked them against four critical use cases.
CSM Magazine
MAY 20, 2021
In a perfect world, businesses would sell their products and services quickly and easily and always encounter only positive-minded customers who are beforehand ready to make a purchase. Unfortunately, that’s not the world that we live in. Thus, on your path, you will encounter all sorts of customers, including those that might leave you frustrated, empty, and even angry.
Advertisement
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.
Magellan Solutions
MAY 20, 2021
Top platforms for webshop outsourcing. You have to be design savvy and an expert in programming. These jobs are better left with the experts. After all, this is where customers will make their orders. You want to make sure that their experience is a positive one. In addition, you need to figure out the best eCommerce platform for your business. Physical stores and online storefronts.
ViiBE Blog
MAY 20, 2021
Remote visual support and AR are two vastly emerging technology redefining customer service and the traditional approach to customer support, with a predicted 1.9 billion active monthly users by 2022. Many such solutions have so far been welcomed on the market, all with functions enabling support teams to provide customers with quick issue identification and tailored personal assistance, while increasing customer service teams’ performances.
dscout People Nerds
MAY 20, 2021
Explore our best resources for research career growth in one bookmarkable guide.
Forrester's Customer Insights
MAY 20, 2021
Employees faced significant issues in access and affordability of mental health services long before the pandemic. Amid a pandemic, the need for mental health escalated to unprecedented levels. In the past year, 83% of US employees experienced negative emotions associated with poor mental health, yet many employers have taken no action. Only 21% of purchase […].
Advertisement
Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Doing CX Right
MAY 20, 2021
Diversity is rising as leaders understand the importance to customers & business success. Inclusion needs more focus. Read & apply best practices. The post Employee Retention Depends on Inclusion – Not Just Diversity appeared first on Doing CX Right.
NobelBiz
MAY 20, 2021
Fred Stacey is one of the most influential voices in the Call Center space, and his culminating experience is helping organizations grow and improve every day. In this talk, he'll be sharing his thoughts and insights regarding the tech shift during the pandemic. The post VIDEO: Setting an Objective Before Integrating AI Solutions appeared first on NobelBiz®.
MyCustomer
MAY 20, 2021
TTEC, one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions, has bee 20th May 2021 TTEC EMEA Win 2 Customer Centricity Awards
Expert insights. Personalized for you.
77 
Let's personalize your content