Heart of the Customer
JULY 9, 2021
I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organization recently asked us about offering a bonus tied to their Net Promoter Score (NPS). He believed that this would motivate employees to think more about customers and improve their experience. Without mincing […].
ShepHyken
JULY 9, 2021
This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.
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SurveySensum
JULY 9, 2021
I have seen many businesses wonder, ‘How can we build better rapport with our customers?’ or ‘How can we ask them to trust us?’ All of this and much more to improve their bottom line. And then they ask themselves, . “Do we need to post more on social media?” . “Should we follow suit and do what the competition is doing?” . “Should we dive headfirst into the latest marketing trend?”.
ChurnZero
JULY 9, 2021
Your product or service is not going to be right for everyone. And just because you can sell a customer your solution, doesn’t mean you should. But where do you draw the line on customer fit? When is it OK to push your selling boundaries? And how do you know when you’ve gone too far? When assessing a customer’s fit, defining what’s a reasonable stretch versus a fundamental mismatch is murky territory.
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.
CSM Magazine
JULY 9, 2021
As an entrepreneur, there are various departments you should have in your business to ensure the success of your venture. Some of these may be the finance, sales, marketing, customer service, production, and human resource divisions. While each office is essential, there’s a department every company can’t live without, and that’s the customer service section.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Magellan Solutions
JULY 9, 2021
What are the different Philippines call center services and how much can you expect them to be? In today’s digitally disrupted market, traditional revenue sources are becoming more elusive. Furthermore, sustainable growth requires a new operating model. One that’s anchored around the customer and driven by intelligence to deliver exceptional experiences and outcomes.
Education Services Group
JULY 9, 2021
It’s too easy to get lost in the details of a project when we’ve always got so much on our plates. And with so many goals and objectives to achieve, it can be hard to focus on the specifics of the one right in front of you. We know this can be especially true for Customer Success leaders. That’s why we’ve borrowed a little tool from the folks who are lean, mean, project organizing machines – project managers – to help us stay on track.
Adrian Swinscoe
JULY 9, 2021
This is a guest post from Matt Roberts, co-founder of Zokri. There’s a reason why strategy frameworks like Balanced Scorecard (BSC) have the ‘Customer’ as the […]. The post Creating outstanding CX from the top-down and bottom-up first appeared on Adrian Swinscoe.
CSM Magazine
JULY 9, 2021
Many factors contribute to a company’s success. For a company to be successful and profitable, it needs to sell great products, offer amazing customer service, and have loyal customers. But above all else, a successful business needs to have a team of highly engaged employees. Unfortunately, engagement at a lot of businesses is at an all-time low across all industries, with only 36% of employees engaged in the workplace.
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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.
Adrian Swinscoe
JULY 9, 2021
Prior to the pandemic, I often heard tales of people talking about how their busy days were full of back to back meetings. On hearing these […]. The post Two radical ideas for experience leaders first appeared on Adrian Swinscoe.
SaleMove
JULY 9, 2021
Supercharge P&C Insurance Sales with the Digital Customer Experience. The Property and Casualty (P&C) insurance industry is being dramatically transformed by digital technologies that are shifting the customer relationship back to the carriers. Beyond working through third-party agents or brokers to purchase insurance policies, more customers are going directly to insurance carriers via their website and other digital channels.
Adrian Swinscoe
JULY 9, 2021
This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Your customers want to feel noticed. They’re keen to communicate, […]. The post Why should you personalize everything for your customers first appeared on Adrian Swinscoe.
CustomerSuccessBox
JULY 9, 2021
Some companies have consumers, customers, and clients. This is why the words are often interchangeable and you might get easily confused. The word “client” can also mean “customer,” according to most dictionaries, but it has a separate definition when it comes to professional services. In business, the two terms are often applied differently based on the types of relationships.
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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.
Adrian Swinscoe
JULY 9, 2021
Last month I was asked to appear on a BBC local radio show to talk about customer service and why often it can be so hard […]. The post We need to talk about the messy middle of customer experience first appeared on Adrian Swinscoe.
CSM Magazine
JULY 9, 2021
Excellent customer service is one of the most fundamental aspects of any business that interacts with the public. It’s also one of the areas that can always be improved on, regardless of how good we might think we are at it. Many managers get sucked into thinking that improving customer service skills is an expensive endeavor. While it’s true that it’s a big money-making industry for those specialists who provide training and resources for it, we can also give some effective tips out to our staf
Adrian Swinscoe
JULY 9, 2021
I remember flying from London to Barcelona five years ago to speak at a conference. On entering the departure lounge, I was notified that the plane […]. The post Why the future of customer experience lies in the present first appeared on Adrian Swinscoe.
CSM Magazine
JULY 9, 2021
If you own a business, would you consider yourself as a business owner if you don’t seek to increase profits? That’s the ultimate goal of every business; more profits and growth. Well, if that must happen, your attention needs to be focused on that and that alone. One general rule for your financial business success is that profits can only be increased indirectly, not directly.
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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,
Adrian Swinscoe
JULY 9, 2021
Over the last 12 months, we have seen a surge in investment in Artificial Intelligence (AI) enabled customer self-service technologies as brands have put in place […]. The post Three ways that organizations are under utilizing AI in their customer experience first appeared on Adrian Swinscoe.
SmartKarrot
JULY 9, 2021
Role: Director of Customer Success Location: Minneapolis, MN, US Organization: Avenica As a Director of Customer Success, you will provide strategic oversight to the Talent Delivery Connect Team. Serve as a leader to provide guidance to TDMs on day-to-day operations, relationship building and account management, and setting work order priorities. Work in close collaboration with Talent Delivery Directors, Client Solutions team members, and VP of Talent Delivery to ensure work order flow, client
Adrian Swinscoe
JULY 9, 2021
Elton John once famously sang, “Sorry seems to be the hardest word.” However, according to some recent CallMiner data, “Sorry” doesn’t seem to be a hard […]. The post Elton John was wrong, sorry isn’t the hardest word first appeared on Adrian Swinscoe.
BirdEye
JULY 9, 2021
Consumers gravitate to brands that offer simplicity, speed, and convenience, whenever they need a question answered or a problem solved. These highly valued attributes extend to when and how they connect with businesses across communication channels. For consumers, messaging is now their preferred method of communication. That’s why we’re providing Birdeye Messaging to every new and existing Birdeye customer.
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.
Adrian Swinscoe
JULY 9, 2021
Almost a year ago, at Pega’s iNspire event, I watched a presentation by Jeff Nicholson, VP of CRM Product Marketing at Pega, and Paul Greenberg, a […]. The post The emerging landscape of service first appeared on Adrian Swinscoe.
CustomerSuccessBox
JULY 9, 2021
The custome r journey is the process by which a customer interacts with a company in order to achieve a goal. Today’s consumers interact with brands in ways that are tricky to pin down. Customer journey maps are a tool to understand how people and companies buy your software. This isn’t something you can assume or predict based on your internal perspective.
Adrian Swinscoe
JULY 9, 2021
This is a guest post from Shandel McAuliffe, Head of Content at Cezanne HR. A lot of businesses probably haven’t had much time to review their […]. The post Is your employee engagement strategy right for 2021? first appeared on Adrian Swinscoe.
SurveySparrow
JULY 9, 2021
Sonia was conflicted. A few months ago, a survey from a grocery delivery app had asked her if she preferred normal eggs or the free-range ones. She was financially stressed and couldn’t afford to pay more for free-range eggs, so she picked the normal ones. But last night, she had watched a popular documentary on Netflix about how hens were treated in cages, and now felt much more strongly about wanting to buy free-range eggs.
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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.
Adrian Swinscoe
JULY 9, 2021
In a recent prediction, Forrester described 2021 as the year of inclusive customer experience (CX). When I read that, I wondered if that implied it wasn’t […]. The post Three apps that are making customer experience more inclusive first appeared on Adrian Swinscoe.
Magellan Solutions
JULY 9, 2021
Does 18 Years of Experience Helped Magellan Solutions to be the Best in Telemarketing Philippines ? Magellan Solutions will celebrate it’s 18th anniversary as one of the leading providers in telemarketing Philippines. More SMEs trust us because of our seamless telemarketing campaign and cost-effective process. . Besides that, we also have telemarketing experience working with various industries.
Adrian Swinscoe
JULY 9, 2021
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pegasystems. Don joins me today to talk about customer experience and […]. The post Crushing complexity and keeping customer outcomes front and centre – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
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