Tue.Mar 14, 2023

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3 Ways to Improve Customer Support in 2023

CSM Magazine

Even the best product or service may fail to satisfy if your customer service is poor. Because of that, you not only lose out on repeat clients but also lose your potential influencers — a satisfied customer directly influences the purchase decision of the family, friends, peers, and community. It leads to a sharp increase in your customer acquisition cost.

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Q&A: B2B Customer Experience Conversation with Avnet’s Peggy Carrieres About Supply Chain Challenges, Capturing the Voice of Customer, and More!

InMoment XI

One of the best ways to overcome obstacles is to fall back on your community and brainstorm solutions together. That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. InMoment XI Strategist Jim Katzman had the opportunity to sit down with Peggy Carrieres, Global Vice President of Sales Enablement and Supplier Development for Avnet and electronics components-industry expert.

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An In-Depth Comparison of Product Reviews and NPS Surveys

Retently

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data.

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The Loyalty Gap: The Difference Between Repeat Customers and Loyal Customers

ShepHyken

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April.

Loyalty 101
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The Ultimate Guide to Monetizing Customer Learning

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.

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Systems, controls and client outcomes: a recipe for credibility and respect

ChurnZero

This is a guest article by Peter Armaly , vice president of Customer Success at ESG , which delivers Customer Success as a Service® (CSaaS). For years, Customer Success (CS) professionals, and especially CS leaders, have battled the demons of doubt, those forces within their own companies aligned against them. The forces that slow the full understanding and appreciation for the CS business function and contribute to an environment in which the C-level executive team fails to take CS as seriously

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10 Shopify Chatbots You Can’t Live Without In 2023

kommunicate

Last Updated on March 14, 2023 Chatbots have taken over the customer service domain. They can address customer queries faster, easier, and with more accuracy than human agents. As chatbots become more intelligent and capable with every passing day, the volume of chatbot-led conversations is also increasing day by day. According to the latest data [.

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Systems, controls and client outcomes: a recipe for credibility and respect

ChurnZero

This is a guest article by Peter Armaly , vice president of Customer Success at ESG , which delivers Customer Success as a Service® (CSaaS). For years, Customer Success (CS) professionals, and especially CS leaders, have battled the demons of doubt—those forces within their own companies aligned against them. The forces that slow the full understanding and appreciation for the CS business function and contribute to an environment in which the C-level executive team fails to take CS as seriously

System 94
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Adding Support headcount is losing

Zeisler Consulting

A while back, I participated in a round of judging for a Customer Service and Support awards competition. It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity. I got a few good ideas from some of the stories that were told, and frankly the future does look bright for Customer Experience, if you know where to look.

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Measuring Call Center Performance: 7 Top Metrics

Helpware

Call center agents played a vital role during the pandemic , when many customers were otherwise cut off from outside services. This included bank accounts, utility subscriptions, and other transactions made outside the home, where call centers provided a primary point of contact. Today, little has changed—whether it’s a matter of a double-charged online grocery purchase or a delayed bank payroll transfer, a friendly customer call center is there to help.

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Reimagine Your Communications With A Unified Platform

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.

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5 Ways Finserv Firms Can Prepare for Consumer Duty

MyCustomer

Embracing Consumer Duty to Deliver Positive Outcomes for the UK Financial Services Sector The new FCA Consumer Duty is intended to improve.

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Predicting Customer Satisfaction: Using The Customer Distress Index

Team Support

Using TeamSupport's proprietary Customer Distress Index (CDI TM ) to predict customer dissatisfaction before it escalates TeamSupport's customer service software, Support , is the only customer support ticketing system that helps support teams focus on their customer at a company level. Built specifically for business to business (B2B) organizations, our customer support software empowers companies to focus on their customer health holistically - rather than merely focusing on ticket management:

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10 Common Call Center Challenges

Magellan Solutions

A glimpse of the Call Center Industry The first call center started its operations in the Philippines in 1992. For years, the industry significantly contributed to the country’s Gross Domestic Product (GDP). At present, 1.4 million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center industry remains to be the ‘sunshine industry’ through the years.

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Investing In Agent Experience: The Key To Delivering Customer Excellence

Doing CX Right

Learn why investing in agent experience creates higher customer satisfaction and loyalty plus tactics for Doing CX Right. The post Investing In Agent Experience: The Key To Delivering Customer Excellence appeared first on Doing CX Right.

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11 Tips to Drive Learning Content Consumption

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,

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Overcome Customer Indecision With Bestselling Sales Author Matthew Dixon

Blake Morgan

What’s one of the biggest challenges of securing a sale? It’s not rejection–it’s indecisive customers. Customer indecision is everywhere, from B2B buyers making big purchases to customers shopping for clothes online. And it’s become even more evident as global and economic conditions become more uncertain. According to best-selling sales author Matthew Dixon, 40-60% of a salesperson’s qualified pipeline will ultimately be lost to no decision.

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Compliance: Contact Center and Debt Collection Agency Guide

NobelBiz

Debt collection agencies and contact centers are subject to strict regulations and laws governing their operations. Failure to comply with these rules can result in hefty fines, legal action, and reputational damage. Therefore, compliance is critical to maintain a healthy and sustainable business. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant.

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Optimizing The In-Platform Player Experience – Part II 

Optimove

Welcome to this three-part mini-series, where we discuss the importance of enhancing your in-platform player experience. In Optimizing the In-platform Player Experience – Part I – we discussed why you should personalize the player experience and how it can help take your app and site to the next level. The bottom line was that there are solutions to iGaming operators’ challenges in web personalization.

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Four Ways Gainsight’s Education Team Uses Community to Extend Learning 

Gainsight

This article was written by Lila Meyer, Director of Global Education Services, Gainsight. Before moving into my current role as the Director of Global Education Services, I oversaw the Technical Communication and Community Management teams at Gainsight. My previous role helped me to get to know many of the members of our amazing Customer Success (CS) community , to grow the community by welcoming our Product Experience colleagues, and even to select I nSid ed as our online community platform se

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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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The Future of Qualitative Research: Insights from a Global Qual Leader

2020 Research

The post The Future of Qualitative Research: Insights from a Global Qual Leader appeared first on Sago.

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The SVB Crisis Highlights The Importance Of Resilience And The Imperative Of Trust

Forrester's Customer Insights

Silicon Valley Bank’s (SVB) collapse is still reverberating around global markets, causing investors to scrutinize the institutions at the heart of the startup ecosystem and prompting plunges in some banks’ stock prices despite the rapid response of banking regulators worldwide.

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Mar 14 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: NAMER, United States (Remote) Organization: Appvance As a Director of Customer Success, you’ll ensure that consumers utilise Appvance actively and receive a return on their investment (ROI) and business value. Create strategies and procedures that enable top-notch customer adoption, growth, and retention.

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Your Company’s Quota Attainment Is Probably Around 50%, And That’s Not A Bad Thing

Forrester's Customer Insights

Quota attainment is consistently used as a sales performance metric but is misunderstood and should not be used as an indicator of sales success. Read this blog to understand the reasons for quota attainment challenges and why different measures should be used.

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10 Questions to Ask Before Buying an LMS

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.

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The ultimate guide to writing a winning business proposal

BirdEye

The difference between securing a new client and losing them to the competition can often hinge on the strength of your business proposal. This tool has the power to demonstrate your ability to meet the unique needs of potential clients, but it requires careful preparation. In order to create a winning proposal, you must first thoroughly understand the client’s needs, research the industry, and develop a strategic approach that showcases your expertise and ability to deliver results.

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Responding To Today’s Global Uncertainty With Sustainability

Forrester's Customer Insights

Last year, a number of Forrester analysts discussed how manufacturers are responding to the challenges their industry faces right now. As I wrote at the time: “Energy prices are scary. Supply chain disruptions are scary. Workforce modernization and empowerment are hard. Budgets are tightening. Hardware upgrades are expensive, slow, and painful.

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Web Content Examples

DemandJump

Sure, everyone knows you need content for your website—that’s a no-brainer. The real question is, what content should be on a website ? Really, all forms of website content need to work together to delight and engage your target audience.

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Flexible Loyalty Technology Solutions Power Profitable Loyalty Programs

Forrester's Customer Insights

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. In fact, 53% of B2C marketing decision-makers plan to increase their spend on loyalty technology this year.

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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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The Ultimate Guide to Effective Data Management Solutions for Business

CSM Magazine

Most modern businesses acknowledge the importance of data. For small firms, this often means depending on reports created within the individual software platforms they use for day-to-day operations. However, there will come a moment when consolidating this data into a single, uniform source is preferable. To efficiently organize and secure this data, a procedure called data management is required.

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Start With Customer Insights To Determine Your Highest-Fit Opportunities

Forrester's Customer Insights

The explosion of account-based marketing (ABM) at scale has been enabled by the proliferation of data and insights. It’s now within the reach of all B2B marketers to get more precise about who, how, and when they are engaging with customers and prospects.

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Helping a global entertainment studio make the right decision

Maru Group

Todd Trautz Maru/Matchbox | March 2023 A global entertainment studio enlisted Maru to help advise them on content planning. They needed to identify which series or movie to reboot out of a set of more than 20 titles and discover the format that would be the most successful for various audiences. Additionally, the entertainment studio sought to leverage the emotional connection to the original movie or show to draw in a new generation of viewers while capitalizing on the previous audience.