Mon.Jul 11, 2022

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How To Choose The Right Partner For Your Experience Transformation

Forrester's Customer Insights

We track the details of the digital experience services of 66 agencies, consultancies, and technology service providers, and we recently evaluated 14 of the most significant in The Forrester Wave™: Global Digital Experience Services, Q2 2022. The service provider best suited to your needs could be a boutique or a global giant. But which? In our […].

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Survey Design 101

InMoment XI

When gathering accurate and useful data, how the data is collected is just as important as the results it yields. Reliable insights are discovered when the questions are fair, unbiased, and relevant to the participants. This is why the design of the survey can ultimately determine the survey’s success. What Is Survey Design? Survey design is the detailed process of creating surveys that optimize the potential results that can be collected from a well-made questionnaire.

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Drop the Cute Puppy and Let Your Stars Shine

Steve DiGioia

Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected. A Star Employee Stands Out. The customers know them and want to be served by them.

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How SaaS Companies Can Project Their MRR Using NPS (6 Actionable Tips)

Retently

Monthly recurring revenue, or MRR, is the lifeblood of any SaaS business. If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. The only problem is that calculating MRR accurately can be notoriously challenging. As customers join and cancel, projecting the monthly recurring revenue for two, three or six months into the future can be a serious issue, even for the most data-fo

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Restaurant Group Obsession to Build a CX Culture Pays Off During Unprecedented Times

The DiJulius Group

Edley’s Restaurant Group is a growing hospitality industry company whose CX obsession has paid off during the COVID-19 pandemic. Located in the metro-Nashville, Tennessee area with seven locations and 400 team members, Edley’s is anticipating 50% growth in the next 12 months including franchising. Rapid growth, indeed. Consumer food services in general and the restaurant.

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The employee engagement KPIs you should be tracking in 2022 (and why)

Perceptive

Workplaces and employees have undergone radical change in the last few years—from the pandemic to new ways of working, adapting to new digital transformation technologies and navigating the Big Quit. As a result, employee engagement has shot up the list of priorities for businesses—particularly when it comes to retaining staff.

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Integrate consumer journeys to gather additional customer data for progressive profiling or retargeting

SAP Customer Experience

Most companies are collecting a large amount of data, but many likely don’t know why they are doing it or how they plan to use it. Consumer data can provide companies with incredibly valuable information, but this is only helpful if they know what to look for. Coming from customer.

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Thematic analysis: an overview

Thematic

When you have a lot of text feedback, like open-end survey responses, app review comments or twitter threads, how do you begin to make sense of it all? One of the best approaches is to uncover themes in the data using thematic analysis. Thematic analysis is a systematic method of analyzing qualitative data. It enables you to find rich, useful insights quickly, and organizes your data so that you can easily see context.

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Why Great Customer Service is Essential for Online Business

CSM Magazine

There was once a time when you only did business with people you knew. At the very least, you wanted to meet them first before agreeing to buy anything. Then technology took off, creating a world where entities could do business with each other without ever meeting face to face. Over time, that evolved into the world we know today, where most of us buy and sell online without ever knowing the identities of the people on the other end.

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The 2023 Verint Experience Index: Retail

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

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East London Radio Show – Janine McDonald declutter expert

Helen Dewdney

This week I spoke to Janine McDonald on The Complaining Cow Consumer Show on East London Radio. Janine, is a down-to earth, fun-loving mum of two from Manchester. She’s passionate about helping people to clear out the clutter from their homes and minds, leaving them free to enjoy a better quality of life. She helps people go from being overwhelmed to being motivated and inspired.

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Here’s How Bars Create A Lively & Bustling Atmosphere For Customers

CSM Magazine

These days a majority of beer consumers want to have a good and memorable experience when taking their favorite drink. To succeed as a bar owner in this ever-growing industry, you may need to do much more than supplying your daily customers with beer. It takes understanding your patrons’ needs and ensuring they are met, especially when it comes to entertainment, facilities, features, and decor.

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7 Lessons from McKinsey on Recession-Proofing Your Customer Base

Gainsight

A lot’s changed since my last interview with McKinsey on Net Retention and Customer Success. One thing that hasn’t: they remain an incredible source of wisdom, especially when SaaS is now collectively facing challenging times. Recently, I spoke with one of McKinsey’s partners, Sid Tandon , about Customer Success’ role as a lifeline for SaaS in the economic downturn.

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Five Effective Ways to Motivate High-Flying Employees

CSM Magazine

As a manager, you will need to utilize effective methods for motivating all of your workers. But perhaps the greatest challenge is finding ways to motivate your high-flying employees. After all, high performers are a great asset to your company. If you do not take steps to keep them motivated, they could leave; and that could have a devastating effect on general performance and productivity.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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How Businesses Can Achieve Customer Experience Transformation

Advantage Communications

For businesses looking to improve customer satisfaction, ramp up customer loyalty, improve how competitive they are and increase profits, there has never been a business metric more important than customer experience (CX).

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Case study: How Unqork creates a unified customer experience with community

inSided

When Unqork ’s Director of Community, Danny Pancratz , joined the trail-blazing no-code platform in July 2021, he was excited to leverage inSided for a second time. With the goal of creating a unified customer experience through community, Unqork launched the Unqork Community Hub. A mere 9 months later, more than 85% of users are active multiple days per month, a number that signifies the value of the community.

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[Video] How to Make New Rates a Great Customer Experience

Uplight

When it comes to rolling our new rates, utilities today are struggling with low customer awareness, low enrollments, and low response. Uplight’s Rate Solutions enables utilities to engage customers via connected customer experiences across their rates journey–motivating them to enroll in the best rate for them and develop smart energy habits that result in measurable Read More.

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How To Attract and Retain Superior Customer Service Team Members

CSM Magazine

As a small business owner, generating leads and sales, keeping costs low, and marketing and retargeting consumers for future sales are just some of the difficulties you face. Dealing with logistic issues and customer concerns may sometimes be at the bottom of your list, but customer service is crucial in all phases of your customer’s interaction with your brand.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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The Key Role of Call Center Dynamic Agent Scripting in Customer Experience

NobelBiz

Scripts are an essential component of every contact center. The correct amount of data and accurate information delivery can yield impressive scripting capabilities. However, basic static agent programming cannot accomplish this. To provide a better customer experience (CX), dynamic agent scripting is required. This article discusses Dynamic Agent Scripting, its nature, benefits, and impact on the customer experience.

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Mobile Beta Test Planning Tactics and Strategies

Centercode

When a mobile app is sluggish, unresponsive, or difficult to use, one of two things is likely to happen. One, it gets buried on a screen full of other apps and forgotten about. Or two, long press and uninstall.

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How to improve the customer experience: Small business edition

Method:CRM

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement? Read on to find everything you need to know on how to improve customer experience.

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Hardware Test Plan Best Practices

Centercode

The first step to running a successful software beta test is having a thorough plan in place. While you won’t be dealing with issues such as shipping and tracking devices as you would in a hardware test, software beta tests have their own challenges.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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What’s in a Name? The Many Uses of “CSP” in Customer Success

Education Services Group

Let’s say you’re reading an article about Customer Success. (Not exactly a leap of imagination, is it? ). Then, without explanation, the author uses the acronym CSP. Without any other context, do you know what it stands for? In Customer Success, we do use a lot of three-letter acronyms , and they can get pretty confusing. CSP, in particular, can be used to refer to a bunch of different things.

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Top 5 Visual Feedback Tools for Website

Zonka Feedback

You may create a perfect website according to the latest UX trends, functionality, and features. But you cannot possibly get the most out of it unless your end users can easily find what they are looking for.

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4 Most Critical HR Competencies You Must Possess

SurveySparrow

What are the critical HR competencies you need to succeed? What are the practical skills an HR professional must possess to support organizational evolution? In this article, we discuss the four core competencies that make HR professionals great at their job. Core HR Competencies. Here are the four core competencies every HR professional must have in our day and age: Data driven.

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Top Visual Feedback Tools for Website

Zonka Feedback

You may create a perfect website according to the latest UX trends, functionality, and features. But you cannot possibly get the most out of it unless your end users can easily find what they are looking for.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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How to prepare your KAMs for a recession

Kapta Customer Success

A recession is coming. Over two-thirds of economists now believe a recession is likely to hit in 2023. The probability of a recession has now risen from 30% to about 60%. During a recession, it’s essential to protect your revenue and prepare for future growth. The best way to do that is by shoring up your top accounts since they represent 70-80% of your revenue.

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The Key Role of Call Center Dynamic Agent Scripting in Customer Experience

NobelBiz

Scripts are an essential component of every contact center. The correct amount of data and accurate information delivery can yield impressive scripting capabilities. However, basic static agent programming cannot accomplish this. To provide a better customer experience (CX), dynamic agent scripting is required. The post The Key Role of Call Center Dynamic Agent Scripting in Customer Experience appeared first on NobelBiz®.

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60+ Mobile App Survey Questions to Ask

SurveySparrow

Mobile app survey questions let you gain actionable insights that would help you build a better experience as well as promote your app better. In this article, we’ve listed the best mobile app survey questions you can ask your app users to gather feedback that would help you improve your mobile app & experience. Here are the different kinds of mobile app survey questions we cover in this article: UI/UX questions.

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