ProProfs Chat
JUNE 21, 2019
Do you have a customer retention strategy? If not, your business may be at risk. Companies focus on customer acquisition strategies, since increasing your customer count is the lifeblood of your business. But, customer acquisition won’t help, if you are unable to retain customers. The cost to acquire customers can be very high, especially if your product or service is expensive.
Solvvy
JUNE 21, 2019
Customer surveys are a powerful tool. With just a few questions, you can gain deep insight into your audience and how you can continue to improve your business to meet their needs. But a poorly-designed survey can have negative unintended consequences. On one hand, customers may choose not to fill out the survey in the first place. Or worse, they could provide inaccurate or misleading responses.
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Qualtrics
JUNE 21, 2019
Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience.
Alida
JUNE 21, 2019
Introducing the voice of the customer into every facet of VMware’s business is one of the most profound and exciting opportunities of my career. My team’s mission is to ignite systemic business improvements across VMware to maximize the customer (and partner, and employee) experience. In Customer Advocacy, we live by a “listen + act” philosophy: we deeply value customer input, we are always listening, and we drive real change based on what our customers tell us.
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.
Beyond Philosophy
JUNE 21, 2019
Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. However, we would say regarding journey mapping that it is not only vital to consider the customer journey from beginning to end but also to view it from the customers’ perspective.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Myra Golden
JUNE 21, 2019
What Viewers of This Video Are Saying. Get More Ideas Like This. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
Avaya
JUNE 21, 2019
According to Vanson Bourne, 58% of organizations are currently in the implementation stage of artificial intelligence (AI) with plans for further expansion. It’s during this planned expansion that brands expect to see the greatest benefits of AI such as improved customer and agent experiences and higher annual revenue. What does this planned expansion of AI look like, and why are companies taking so long to get there?
ChurnZero
JUNE 21, 2019
[Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn. . Companies work hard to attract and win their customers. They spend countless hours establishing key performance metrics and enforcing the appropriate disciplines so their marketing and sales teams can bring in leads and close deals to drive revenue and growth. Yet the amount of focus that leadership places on new business revenue is disproportionate to the amount of focus placed on existing customer revenue.
Team Support
JUNE 21, 2019
Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer service is a “necessary cost” and that’s it. You need customers to have a business, and they require customer service to stick around. That’s the way the relationship has been viewed for decades. But, over the last ten years, the dynamic has changed.
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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.
Helpware
JUNE 21, 2019
We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!
NetBase
JUNE 21, 2019
Athletes can be powerful and inspiring role models whose stories motivate your audience to embrace your brand – which is why they’re so often brought on as brand ambassadors and influencers. But what happens when your star influencer goes off the rails? Here’s what you need to know. Influencers Are People Too. Just like you, me, and all the people on social you hope to reach with your influencer campaigns , athletes are human beings.
ForeSee
JUNE 21, 2019
By Omer Minkara – Vice President and Principal Analyst, Aberdeen Do you need to keep track of evolving buyer needs, improve customer loyalty, grow client wallet share, design better products,
delighted
JUNE 21, 2019
Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. However, when the time comes for you to demonstrate that understanding — during a sales conversation, customer service interaction, or through the product itself — how do you think you measure up? According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. consumers say the employees they interact with
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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.
Talkdesk
JUNE 21, 2019
Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.
Forrester's Customer Insights
JUNE 21, 2019
It’s not hard to see the signs that the data economy is heating up. Virtually all decision makers want to be insights-driven. They mine their own data, yet increasingly they want incremental insights that drive further differentiation and competitive advantage. External data hunting is on the rise: 56% of decision makers say their firms are […].
inSided
JUNE 21, 2019
Over the past year we’ve talked to over 30 Customer Success Management (CSM) leaders in the B2B SaaS space. It has been eye-opening to talk to such a wealth of industry knowledge. We’ve gained firsthand insights into the most pressing pain points in Customer Success (CS), pinpointed the differences in Customer Success strategies and pondered the future landscape of this rapidly-evolving industry.
MyCustomer
JUNE 21, 2019
Engagement. The ultimate guide to customer journey mapping.
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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,
Helpware
JUNE 21, 2019
We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!
NICE inContact
JUNE 21, 2019
Check Into Cash had both good news and bad news. The good news: The company’s main contact center had been successfully using CXone for five years. The bad news: The Check Into Cash retail collections team — 50 agents who collect past-due payments — were still using a legacy Genesys PBX dialer that had serious shortcomings, including no visibility into performance metrics and limited customization.
SurveySparrow
JUNE 21, 2019
What is Omnichannel customer experience: Omnichannel customer experience integrates text, social media, email, IMs, etc, to provide a messaging that is not only aligned but also where customers can expect the same kind of service and experience across all channels. Omnichannel customer service gives you many ways to make meaningful interactions with your customers as well as helps you build your brand’s reputation. .
ShepHyken
JUNE 21, 2019
This week we feature an article by Jonny Everett who discusses what businesses must do to be successful in the on-demand world in which we live. Liquid expectations and the on-demand world. We live in an on-demand world. Your customers are used to ordering a taxi, booking hotel rooms and getting their shirts dry-cleaned in a few taps of their phone screen or clicks of their mouse.
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.
CSM Magazine
JUNE 21, 2019
As experience overtakes price and product as a key brand differentiator, the race is on to understand your customers better and deliver the ultimate experience. What does your organization need to do now to stay competitive? Sign up for the free webinar “Welcome to the Experience Economy” to find out. (June 26th, 10:30 AM PDT, 12:30 PM CDT, 1:30 PM EDT 5:30 PM GMT).
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