Gainsight

OCTOBER 14, 2022

“What is ROI? How do you measure it? Is it different for every customer?”. These are just a few of the questions that customer success (CS) experts explored in a recent episode of CS Essentials by Gainsight: Talking About ROI , a Success League Radio production. The podcast is hosted by Kristen Hayer, Founder and CEO of the Success League, a consulting and training firm focused on developing customer success programs that drive revenue.

ROI 52

ROI e-support eBook Roadmap 52

BirdEye

OCTOBER 14, 2022

According to research from Fera.ai, 93% of consumers say they read product reviews before moving forward with a purchase. Another 78% reported being happy or satisfied with their purchase because they took the time to read reviews. So, what does this mean for you? If your business isn’t posting product(s) on product review websites, you’ll lose out on more customers — and therefore, more revenue.

Comparison 98

Comparison Trends Retail Consumers 98

AWS Machine Learning

OCTOBER 14, 2022

This post was co-written with Tobias Wenzel, Software Engineering Manager for the Intuit Machine Learning Platform. We all appreciate the importance of a high-quality and reliable machine learning (ML) model when using autonomous driving or interacting with Alexa, for examples. ML models also play an important role in less obvious ways—they’re used by business applications, healthcare, financial institutions, amazon.com, TurboTax, and more.

Fashion 88

Fashion Metrics Software Data 88

SaleMove

OCTOBER 14, 2022

How to not fall behind in today’s fast-paced digital world where members expect the convenience of online service and a high-touch member experience. The post Grow Your Credit Union or Fall Behind The Pack? It All Depends on Digital-First Member Services appeared first on Glia Blog | Digital Customer Service Explained.

Customer Service 82

Customer Service Customer Experience How To Customers 82

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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

ShepHyken

OCTOBER 14, 2022

This week, we feature an article by Christopher Jan Benitez, a freelance writer who specializes in digital marketing. He shares the importance of developing online training resources for your customer service team and how to implement one for the success of your business. Your customer service team must be an asset to your organization. They should help provide quick service , sustain positive customer relationships, and help address concerns prospects have from becoming one. .

Training 71

Training Customer Service Competitive Advantage Customers 71

Doing CX Right

OCTOBER 14, 2022

Kerry Bodine, co-author of Outside In and a globally recognized customer experience expert explains how to put the customer first and gain financial benefits by doing human-centered design and journey mapping the right way. Kerry and I dive into her famous book “Outside In” (a must-read) and discuss practical ways to apply human-centered design, and journey mapping the right way.

Customer Journeys 69

Customer Journeys Financial Customers Customer Experience 69

Zonka Feedback

OCTOBER 14, 2022

With a vast number of customer feedback software available to us today, it is easy to get confused. While some tools may help you create the most attractive surveys, some may have features that enhance feedback management and make way for implementation.

Software 52

Software Feedback Survey Tools 52

Doing CX Right

OCTOBER 14, 2022

Do you have a story about a great customer and employee experience? What CX best practices and leadership lessons can others learn from? Apply to get featured on DoingCXRight®?. The post Get Featured On DoingCXRight®? appeared first on Doing CX Right.

Leadership 52

Leadership Employee Experience Customer Experience Customers 52

CSM Magazine

OCTOBER 14, 2022

To ensure that your business stays relevant and continues to achieve success well into the future, you need to know how to appeal to the younger generation. By targeting younger customers, you’ll be able to expand your reach and potentially get even more sales. However, engaging with young customers isn’t always easy. If done incorrectly, your marketing efforts could fail to reach the intended audience or even turn young customers away.

Engagement 52

Engagement Social Media How To Advertising 52

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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

kommunicate

OCTOBER 14, 2022

Last Updated on October 14, 2022 Not compromising on customer assistance while lowering operating expenses is one of the key components of call center agencies keeping a competitive advantage in the industry. For businesses that must be incredibly vital and cost-effective, lowering call expenses per call is a significant priority. However, implementing successful tactics for [.].

Call Center 52

Call Center Competitive Advantage Industry Customers 52

CSM Magazine

OCTOBER 14, 2022

In today’s fast-paced business environment, customers want a service that is immediate, accurate and efficient. This can be a challenge for businesses that are dealing with high volumes of customer interactions. A decision engine can help businesses meet these customer expectations by providing a way to automate decision-making. Decision engines use data and analytics to identify the best course of action in a situation.

Customer Service 52

Customer Service Customer Service Representative Course Wait Times 52

Brad Cleveland Blog

OCTOBER 14, 2022

Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the time. Answering every contact immediately would take as many staff as inbound contacts at any … Continue reading → The post The Psychology of Queues appeared first on Brad Cleveland.

Contact Center 46

Contact Center Customer relationships Call Center Customers 46

SmartKarrot

OCTOBER 14, 2022

Role: Head of Customer Experience Location: Remote, New York, NY, US Organization: Oden Technologies As a Head of Customer Experience, you will be hiring, leading and retaining customer success talent responsible for driving value delivery for the customers. Driving the development, implementation, and CSM enablement of playbooks and lifecycles. Building relationships with key internal stakeholders at the customers, including executives, senior management in operations and engineering, and facto

Customer Success 19

Customer Success NPS Customer relationships Customers 19

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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

Brad Cleveland Blog

OCTOBER 14, 2022

Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the time. Answering every contact immediately would take as many staff as inbound contacts at any … Continue reading → The post The Psychology of Queues appeared first on Brad Cleveland.

Contact Center 26

Contact Center Customer relationships Call Center Customers 26

SmartKarrot

OCTOBER 14, 2022

All your client accounts are not created equal. And a smaller proportion of these accounts probably bring in the most money for your company. As a result, you must pay close attention to these key accounts to maintain and possibly even increase the revenue your business can produce. For this reason, you require a key account management process. . CEOs (Chief Executive Officer) and chief sales officers place a high priority on key account programs.

Management 10

Management Effort Score Sales Resources 10

AWS Machine Learning

OCTOBER 14, 2022

Amazon Neptune ML is a machine learning (ML) capability of Amazon Neptune that helps you make accurate and fast predictions on your graph data. Under the hood, Neptune ML uses Graph Neural Networks (GNNs) to simultaneously take advantage of graph structure and node/edge properties to solve the task at hand. Traditional methods either only use properties and no graph structure (e.g., XGBoost, Neural Networks), or only graph structure and no properties (e.g., node2vec, Label Propagation).

Training 69

Training Comparison Resources Examples 69

ChurnZero

OCTOBER 14, 2022

Sooner or later, if you’re in Customer Success at a growing SaaS company, you’ll need to undergo a book shift. A book shift is where you take all of the accounts your CS organization is responsible for, and reassign them to new CSMs. You might move accounts based on contract value, or employee count, or the arrival of specialized CS professionals on your team.

Communication 52

Communication Meeting Management Examples 52

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

Think Customers

OCTOBER 14, 2022

The landscape of retail banking is rapidly changing. Physical banks are closing and the age of virtual banking is here. It is a change brought on by upstart fintech firms, forced by the global pandemic, and demanded by consumers. It is causing banks and financial services firms to adapt to a whole new way to provide personalized services. Consumers still want authentic relationships with their banks, a personal connection even as they prefer to connect digitally.

Banking 64

Banking Self Service Chatbots Financial 64

AWS Machine Learning

OCTOBER 14, 2022

Amazon SageMaker multi-model endpoint (MME) enables you to cost-effectively deploy and host multiple models in a single endpoint and then horizontally scale the endpoint to achieve scale. As illustrated in the following figure, this is an effective technique to implement multi-tenancy of models within your machine learning (ML) infrastructure. We have seen software as a service (SaaS) businesses use this feature to apply hyper-personalization in their ML models while achieving lower costs.

Multi-Channel 81

Multi-Channel Metrics Resources Examples 81