Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? A 5-step roadmap to get you started. One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation. This emphasis on value and delivering exceptional service is what gives truly customer-centric companies the edge: It increases customer loyalty and that loyalty drives growth.

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Customer Retention Strategy Net Promoter Score Employee Engagement 94

ShepHyken

APRIL 28, 2021

This is why some companies get a bad rap! Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. He bought a new car. About a month later he’s in a parking lot and the car won’t start. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S. – maybe even the world.

Transportation 174

Transportation Customer Service Training Exercises Training 174

Calabrio

APRIL 28, 2021

There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we? . On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling. We were planning for a cloud-first infrastructure that would enable fast scalability , greater innovation and cost optimization.

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Meeting Engagement Management Contact Center 130

Kustomer

APRIL 28, 2021

Every business understands the importance of good service, but few are able to deliver an excellent customer experience that gets your most dedicated followers raving about you. Consumers value good customer service, and they’re much more likely to buy from a company again when they’ve had a good experience with a company representative., But how do you perfect the science of CX and deliver a consistent experience to every person who interacts with your brand?

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Strategy Customer Experience How To CRM 111

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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

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future.

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Training Customer Service Contact Center How To 105

CSM Magazine

APRIL 28, 2021

Some brands go beyond loyalty and seem to spark a genuine love affair with their customers. Just think how fiercely Apple users feel about the company’s products, for example. But who can honestly say they love their bank, mortgage broker or credit card provider? There’s no reason why financial services firms shouldn’t be as beloved as technology providers, High Street coffee chains or soft drink brands.

Financial 98

Financial Banking Course Wait Times 98

Kustomer

APRIL 28, 2021

At this point it goes without saying, but the world shifted online rapidly in 2020. According to our recent research of over 500 US consumers, 71% reported shopping online more frequently during the past year. But what is more insightful, is how many of those respondents will continue to shop online more frequently once the world goes back to business-as-usual.

Retail 98

Retail Customer Service Chatbots Consumers 98

ECXO

APRIL 28, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Customer Success – Sowing the Seeds for Mutual Growth. While the role of customer success is not new, it has rapidly become mainstream as companies now recognize its contribution to business growth. According to Jason Lemkin, “Customer success is where 90% of the revenue is”.

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Customer Success B2C Customer Journeys B2B 96

Pink Guava

APRIL 28, 2021

How feedback is an effective tool for Business Success Feedback is an essential tool to build a person's leadership, empathy, and communication skills by listening, identifying, and acting on thoughts, feeling, and experiences. Feedback is underrated both for the transformation of individual skills and importance in a business. It is a process to listen and understand ways, actionable to make things better.

Social Media 93

Social Media Customer Satisfaction Feedback NPS 93

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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

One Millimeter Mindset

APRIL 28, 2021

It definitely is up to you; it is your professional choice. Name the one millimeter you will navigate this week to get to where you really need to go, together. There is that one person, one idea, one project, one concept, one professional discipline which always gives you reason for Pause. Have you really paused to consider why? Because if you continue to spend time replaying your professional life inside your head, that Pause area takes up even more real estate.

Leadership 86

Leadership Consulting Innovation Meeting 86

The DiJulius Group

APRIL 28, 2021

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how one of the best ways to increase your employees’ service aptitude and empathy for their customers is by creating a day. Read Full Article.

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Groups Consulting Customers Customer Experience 85

ClientSuccess

APRIL 28, 2021

As a CSM, you’ve probably been ghosted a time or two – by clients, of course. When critical issues aren’t being flagged, weeks can pass before you look around and realize you haven’t connected with a customer in some time. Then, when you try to reach out and re-engage it can be near impossible to elicit a response from the customer in question. . When do customers ‘go dark’.

How To 64

How To eBook Metrics Customer relationships 64

Conversocial

APRIL 28, 2021

As modern consumers, most of us own a smartphone and we are all familiar with push messages (one-way notifications that brands use to alert, inform and market to their customers). The key part of the previous sentence is ‘one-way’. They aren’t conversations, it’s a message pushed out with no chance for customers to reply. At Conversocial we believe in building customer relationships, it’s difficult to create bonds by starting a conversation with a megaphone while wearing earplugs.

Engagement 59

Engagement Marketing How To Customer relationships 59

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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

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. As the VP of Customer Success, Kristi will oversee the entire post-sales customer journey and customer experience, including leading the customer success, consulting, and support teams.

Leadership 59

Leadership Customer Success B2B Customer Retention 59

Uplight

APRIL 28, 2021

While electrifying heating is an important step in decarbonization, increased electrical load in the winter is a new challenge many energy providers will have to face. Most utilities are prepared for summer peaks, but winter peaks can last over several days where summer ones typically only last a few hours. And power outages or shortages Read More. The post DSM Solutions to Growing Winter Peaks in ACEEE’s Latest Report appeared first on Uplight.

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Report Industry 59

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. As the VP of Customer Success, Kristi will oversee the entire post-sales customer journey and customer experience, including leading the customer success, consulting, and support teams.

Leadership 54

Leadership Customer Success B2B Customer Retention 54

Magellan Solutions

APRIL 28, 2021

What is omnichannel contact center for Magellan Solutions. Magellan Solutions is an omnichannel contact center. We are a business process outsourcing service provider that allows our employees to use several isolated channels to communicate with customers. This feature allows us to help your business experience significant progress through multichannel service provision.

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Omni-Channel Contact Center Social Media Call Center 52

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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?

Customer Experience

ClientSuccess

APRIL 28, 2021

Conversations by ClientSuccess TM provides a better way for customer success managers to communicate & collaborate with their customers. Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, today announced the release of Conversations by ClientSuccess TM , the first solution in the customer success space for delivering “Conversational Customer Success”.

Customer Success 52

Customer Success Video B2B Customer Retention 52

C Space

APRIL 28, 2021

Turbulence Upstream. Jessica DeVlieger, Global CEO. Christina Stahlkopf, Associate Director, Research & Analytics. One of the surprising losers of the pandemic – according to consumers – is Netflix. Beyond great content, Netflix used to provide customers with conversational capital at the water-cooler. So what happens when the water-cooler disappears from customers lives?

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Entertainment Consumers Brands Connections 52

Bold360

APRIL 28, 2021

2020 was a year for the record books. What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? That businesses can actually improve their key indicator metrics during uncertain times if they have the right systems and tools in place. In fact, one business (and Bold360 customer) experienced a jump in customer satisfaction (CSAT) from 67% to 90%.

Customer Satisfaction 52

Customer Satisfaction Banking Chatbots Self Service 52

C Space

APRIL 28, 2021

Interview with Michael Aragon, Chief Content Officer, Twitch. How would you define the Twitch brand today, in a word or a sentence? I think the way we describe ourselves in a word is “community. And it’s a community centered around live streaming in the interactivity of live entertainment. You have creators and fans who come together because they share a passion, sometimes gaming, others eSports, others cooking, and, increasingly, some just chatting.

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Entertainment Sports Culture Touchpoint 52

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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.

Training

CustomerSuccessBox

APRIL 28, 2021

Customers are at various stages of the life cycle, adoption, maturity, plans, and even expectation. Knowing what is the best action plan to drive customer success for each account takes years of experience and understanding. In a new field where experienced CSM are hard to find. How can Customer Success Technology come to help? Traditional Customer Success software works on a (now obsolete) rule-based engine to generate any early warning signals.

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Customer Success Technology Software Customers 52

Forrester's Customer Insights

APRIL 28, 2021

2020 was the year that every digital business fell in love with their OMS. With the pandemic exacerbating the need for diverse and effective fulfillment options, retailers and vendors were forced to innovate – and innovate quickly. As a sign of the times: A year ago, there were a handful of little-known “curbside pickup providers.” […].

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Retail Management Innovation Trends 58

dscout People Nerds

APRIL 28, 2021

Advancing in your career can be as confusing as it is rewarding. To help clarify your next move, try replicating this action plan.

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Centercode

APRIL 28, 2021

By 2022, Gartner predicts that there will be 6.4 billion devices in use next year as smartphones overtake desktop computers.

Connections 52

Connections 52

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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.

Self Service

Forrester's Customer Insights

APRIL 28, 2021

Conflicting definitions of extended detection and response (XDR) have plagued cybersecurity tech buyers. Read Forrester's unbiased explanation of what XDR is, its relationship to SIEM, and other common questions.

Analytics 49

Analytics Trends Customers 49

C Space

APRIL 28, 2021

The Gaming Giant Making Culture with Elle McCarthy, VP Brand at Electronic Arts.

Culture 52

Culture Brands Communication 52

Forrester's Customer Insights

APRIL 28, 2021

When the once-hot Mesos open-source project had a recent brush with oblivion, veterans of the container orchestration wars may have paused at the news only to marvel that Mesos is still around at all. The triumph of Kubernetes (K8s) as the dominant container orchestration has long seemed inevitable, given its long gestation inside Google as […].

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Customers 36