PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. In this session, customer experience experts walk you through a best practices framework for developing your customer experience strategy around shared goals, survey design, data accessibility and more.

Strategy 77

Strategy Customer Experience CEM Customer Centricity 77

C3Centricity

JUNE 28, 2021

Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns. This, together with the increased economic uncertainty and loss of predictability, has driven customers online in ever greater numbers.

Customer Centricity 156

Customer Centricity How To Measurement Metrics 156

Omnicus

JUNE 28, 2021

Customers don’t become loyal to your brand because your marketing is excellent. They become loyal because you take good care of them. Excellent customer service experiences drive a great customer experience. Make no mistake about it; marketing is essential. It drives customer awareness, helps build top of mind, influences our buying behavior, and significantly impacts brand recognition and brand reputation.

Customer Experience 140

Customer Experience Marketing Customers Brands 140

Alida

JUNE 28, 2021

In an increasingly competitive market, homing in on the employee experience (EX) can differentiate your brand and result in a better end result for your customers.

Employee Experience 130

Employee Experience Brands Customer Experience Marketing 130

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.

Data

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. America’s Best Customer Service Companies by Newsweek. (Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

Totango

JUNE 28, 2021

A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. Here’s a closer look at the basics. We’ll define what a freemium strategy is. We’ll contrast it with the similar-sounding but distinct concept of a free trial strategy. And we’ll consider the role automation plays in deploying and optimizing freemium strategy.

Strategy 90

Strategy Sales Technology Tools 90

CustomerSuccessBox

JUNE 28, 2021

As Customer Success Managers one of our many hats is to ensure our customer champions know how to get the most out of your product. We work closely with our customers to ensure they are well trained on the product. The customers are informed of new features and updates. They get answers to their questions and review their utilization to provide enhancement guidance.

Tools 72

Tools Return on Investment ROI Sales 72

Thematic

JUNE 28, 2021

Extracting key insights from large datasets sounds daunting but it doesn’t have to be. With access to the right feedback analysis software , you’re hours away from having valuable and actionable insights to power your CX interventions. The ticket to the game is finding a partner who can funnel large volumes of feedback from diverse sources. Once your data is in one place, the real job is to analyze it effectively.

Banking 62

Banking Competitive Advantage Feedback User Experience 62

Gainsight

JUNE 28, 2021

At Gainsight, we value our customer’s success as our success. A key part of this strategy is to build and use customer health scores, a functionality Gainsight created in its own customer success platform for all its customers. In many B2B companies, the gross retention rate and net retention rate are the key performance indicators of the business, so most companies like to put other leading indicators or checks in place to track the customer’s health.

Effort Score 59

Effort Score Measurement Tips ROI 59

Advertisement

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

Forrester's Customer Insights

JUNE 28, 2021

The first half of 2021 has been anything but quiet for cyberinsurance! Forrester has seen a steady flow of client inquiries on the topic, with questions coming in not just from the private but also the public sector. Some are trying to navigate acquiring a cyberinsurance policy for the first time, while others are struggling […].

Insurance 71

Insurance Policies Industry Trends 71

ReviewTrackers

JUNE 28, 2021

Social Media 123

Social Media Management 123

Forcivity Salesforce

JUNE 28, 2021

As the organization works to maintain a loyal and satisfied customer base, Salesforce always delivers highly anticipated updates and increased service offerings. In this Summer ’21 release, Salesforce delivers once again. With updates and upgrades spanning from strengthened analytics solutions to field service templates, this release is sure to be a game-changer.

CRM 52

CRM Sales Analytics Customer relationships 52

Peter Lavers

JUNE 28, 2021

Customer centricity is a term that has been around for a number of years, but what does it mean in a business-to-business environment and how do we turn the words into a change in the way in which our businesses are run? Alan Thompson. Peter Lavers was delighted to participate in the Customer Attuned online panel discussion in June, which focused on customer centricity and continued their series on Providing Leadership in the New Normal.

Customer Centricity 52

Customer Centricity Leadership Customers Groups 52

Advertisement

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

SurveySparrow

JUNE 28, 2021

So what was it? What was the book that made you fall in love with reading? Was it Jane Austen’s? Or Harry Potter? Or Dan Brown’s excellent thrillers? Not these? Well, we have to admit we’re not solid with our guessing game. But there’s one thing we’re damn good at, according to our clients. Surveys. That’s our thing. And if you’re an educator looking to build reading habits among students, you’ve come to the right place as we’ll discuss some reading interest survey questions, their massive impor

Survey 52

Survey Tips Groups Study 52

Magellan Solutions

JUNE 28, 2021

When do you turn to email response outsourcing ? Do your customers email you often? Are you running an online business ? Many companies have trouble staying on top of customer emails, and missing a chance to respond to customers hurts your brand. Email queries need a rapid and accurate response. . If you’re a small business, have an online store, or receive many customer support emails, consider outsourcing email support.

Omni-Channel 52

Omni-Channel Customer Satisfaction System Report 52

CSM Magazine

JUNE 28, 2021

You have probably heard the term employee engagement being coined by many business leaders since the start of the pandemic. A physical distance between companies and employees makes it increasingly difficult for organisations to create engagement, and, as one of the departments that relies on human interaction, customer support was one of the most affected ones.

Employee Engagement 52

Employee Engagement Engagement Roadmap Measurement 52

kommunicate

JUNE 28, 2021

In this blog, we can see how to extract the date and time in a Dialogflow and personalize the responses. Extracting the date, time, and personalize the responses are very much needed for the meeting booking bots to schedule events, restaurant bots, and reservation booking bots, etc. which would increase user engagement. Entities Dialogflow entities [.].

How To 52

How To Meeting Engagement 52

Advertisement

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

Lithium

JUNE 28, 2021

It’s finally here, and we couldn’t be more excited. The Customer Engagement team is proud to present the first episode of Titans of Customer Engagement: A Customer Experience Podcast , Being Present on Social Media: It's Harder than You Think featuring Kerrie Robert , Social Media Manager of Customer Service at Experian. The Titans podcast features Khoros customers sharing best practices, insight on the evolution of customer and business demands, and what is or is not working when it comes to su

Social Media 52

Social Media Leadership Customer Engagement Engagement 52

CSM Magazine

JUNE 28, 2021

The icing on the cake for your customers is good customer service, which is why according to the 2018 State of Global Customer Service Report, 95% of respondents indicated that customer service is important to their choice of brand. Quite often, front line support staff hold the key to customer success. It is especially true for people working with small businesses like Carpet Cleaning Canterbury.

Customer Service 52

Customer Service Self Service Tips Social Media 52

Lithium

JUNE 28, 2021

Socialize by Using Social: Engaging Customers for Exceptional CX. The Customer Engagement team is back with the second episode of Titans of Customer Engagement: A Customer Experience Podcast. In this episode of Titans of Customer Engagement, we interviewed Lars Aaes ( ) , Social Media Team lead at TV 2 Marketing, about how TV networks create their social media strategies and what they're looking to achieve.

Engagement 52

Engagement Social Media Customer Engagement Customers 52

Think Customers

JUNE 28, 2021

There’s no denying the vital role contact centers play in brands’ ability to meet customer needs quickly and efficiently. When done well, centers offer seamless experiences by connecting customers with the information they need – whether it’s via an agent or through automated technology – when and how they need it. In the past, the term “ contact center ” has conjured up images of servers and staff sitting in a brick-and-mortar location.

Contact Center 52

Contact Center Resources Call Center Brands 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

inSided

JUNE 28, 2021

Welcome to Integration Week! It’s about time we started talking more about our integrations and how they can help you get even more out of your customer community. Our integration stack helps your customers access the content they need and get faster 1-on-1 help, creating a more dynamic community environment. Plus, they make your day-to-day easier by improving workflows, automating repetitive tasks, and enriching data points – all in the name of creating a better customer experience.

Strategy 52

Strategy Data Customer Experience Customers 52

CSM Magazine

JUNE 28, 2021

From early 2020, the onset of the pandemic took everyone by surprise and various sectors have suffered from the effects that still extend till now. Young people had to face the challenge of gaining school work experience in an era where social distancing and other lockdown rules pose obstacles. This article will draw points from research from Speakers for Schools , a charity organisation founded by Robert Peston, which analyses the trends in the job placements offered by companies in diverse sec

Customer Experience 52

Customer Experience Customer Service Healthcare Trends 52

XMplify

JUNE 28, 2021

During May, I had the pleasure to moderate a series of virtual roundtables with a range of Heads of HR and Payroll. Supporting the roundtables were two experts in the field of payroll management and automation; Stephen K.

Management 52

Management 52

CSM Magazine

JUNE 28, 2021

Hiring the right staff is a critical but essential process for any business. If you are a small business owner or someone with a well-established business, hiring new staff may seem like a tough task. It’s a decision on which the future of your company relies. There is a complete process that is needed to be followed. But sometimes still, after all the efforts you put into hiring staff, you might end up hiring a bad one.

Tips 52

Tips Company Analysis Training 52

Advertisement

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

JUNE 28, 2021

There is no exception to the fact that this Covid pandemic has hit hard on a lot of businesses. But, the year 2020 has seen a boom in the Customer Success space, as a lot of SaaS businesses are now identifying Customer Success as a strong business imperative. The companies have realized the importance of customer success in an overall increase in revenue and profitability.

Customer Success 52

Customer Success Trends B2C Customer Retention 52

Magellan Solutions

JUNE 28, 2021

What Outcome Should You Prioritize When You’re Doing a Virtual Assistant Cold Calling Service? Virtual assistant cold calling service has been an integral part in many companies that want to expand their marketability. It enables them to reach a wider range of prospects that may have an interest with their products or services. However, most cold callers have a tendency to force themselves when it comes to closing sales.

Banking 52

Banking Sales Consulting Company 52

MyCustomer

JUNE 28, 2021

Engagement Should CX leaders aspire to obsolescence?

Engagement 70

Engagement 70