Mon.Jan 11, 2021

Intro to Insight Communities

Alida

Elevate your existing Voice of the Customer strategy with a customer insight community comprised of thousands of highly engaged customers and prospects. Best Practices

How to Choose the Right Visual Assistance Platform for your Automotive Brand [Checklist]

TechSee

Visual Assistance is an emerging technology that allows automotive original equipment manufacturers (OEMs) to visually guide and collaborate with owners, dealers and team members.

Insiders

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Can You Utilize Anthropology to Better Understand Customers?

Wired and Dangerous

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity.

5 Top Customer Service Articles For the Week of January 11, 2021

ShepHyken

Each week I read a number of 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.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Insights from a CX Expert: Anatomy of a Great Contact Center Experience

Cyara

High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received.

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Smart CRM Basics: B2C Marketing

Optimove

What does cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common?

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inSided sees record 220% year-on-year growth as B2B demand for Customer Success Communities soars

inSided

[Amsterdam, Netherlands – January 12, 2021] In 2020, inSided, the Customer Success community platform , saw 220% year-on-year growth as more B2B companies wanted to leverage the power of community to facilitate customer self-service to increase retention and drive growth.

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Stop Trying to Tear Down My Silo

Russel Lolacher

“Tear down silos!” ” “Let’s silo smash!” ” “Break down those walls!”

Change the Game in 5 Minutes: Dell Boomi Experiences a Rise in ARR and Churn Reduction Thanks to Customer Success

Gainsight

Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In these conversations, we talk with customer success leaders who are role models and want to serve customers better.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Increasing efficiency in banking customer experience with the power of Fintech

Beyond the Arc

2020 has left many financial institutions struggling to keep up with a tsunami of new demands and competitive challenges. Banking call centers are overwhelmed, and customers' financial needs are growing more complex.

Atlas Reaches 100,000 Kudos

Lithium

Today is a significant milestone for us all and a great chance to reflect upon just a few of the successes we have all had leading up to this moment. Community Managers offered their advice and pushed us to new heights during CMAD. Together, we welcomed our new CCO, Staci.

Sandbox access: Introducing Keatext’s new free trial experience

Keatext

The post Sandbox access: Introducing Keatext’s new free trial experience appeared first on Keatext. Product updates

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Jan 11 – Customer Success Jobs

SmartKarrot

Role: Customer Success Specialist (Work From Anywhere) Location: Melbourne, Victoria, Australia Organization: Snapforms As a Customer Success Specialist, you will build a strong rapport with customers and manage their relationships with Snapforms through the entire client journey, from a trial, sign up, and through to contract renewal.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Atlas Reaches 100,000 Kudos

Lithium

Today is a significant milestone for us all and a great chance to reflect upon just a few of the successes we have all had leading up to this moment. Community Managers offered their advice and pushed us to new heights during CMAD. Together, we welcomed our new CCO, Staci.

In a Crowded Healthcare Industry, Stand Out with Stellar Patient Experience

Think Customers

Not that long ago, people had limited options when seeking healthcare: they went to their primary care doctor or, for more emergent needs, the local hospital.

The New Change Management: Automated And Decentralized

Forrester's Customer Insights

Change management has continued to be a hot topic on social media and customer inquiry. As a process symbolizing traditional IT service management and the ITIL framework, it’s under increasing pressure to modernize in response to Agile and DevOps trends.

Experience TV Episode 5: The Problem with CRM for Digital Sellers Featuring Denis Pombriant of Beagle Research

Smarter CX

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Just In Time, The SAST Market Has Embraced The Developer

Forrester's Customer Insights

The classical challenge with static application security testing (SAST) was bridging the gap between security and development. In SAST’s early days, it was a tool for security, who threw the results of pre-release scans over the wall to developers to fix.

5 ways to empower agents to deliver great customer experiences

MyCustomer

Download this Whitepaper. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

Four Levers That Drive Cloud-Native Decision-Making

Forrester's Customer Insights

Happy New Year! As 2020 gives way to 2021, I find my briefing dance card quickly filling up with “YAKS” (Yet Another Kubernetes Solution briefing).

Don’t keep your customers on hold

MyCustomer

Download this Whitepaper. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. This whitepaper explores the impact of keeping customers on hold, and five ways you can improve call handling

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Emerging-Company Sales Leaders: Shape-Shift Or Face Failure

Forrester's Customer Insights

Sales leaders at emerging-growth companies must evolve their skills and focus to successfully execute and build the revenue engine. Those who don’t will hurt the company’s ability to grow. Emerging Growth Sales SiriusDecisions Research

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Making customer service a more human experience

MyCustomer

Download this Ebook. Lead goal. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

eBook 52

Norwegian Airport Operator Avinor Partners With HappyOrNot to Boost Customer Experience at Security

Happy or Not

Responsible for the management of 44 airports in Norway, Avinor has rolled out HappyOrNot’s world-famous feedback terminals to measure critical customer feedback at security checkpoints TAMPERE & OSLO – JANUARY 2021 – HappyOrNot (www.happy-or-not.com), the […].

CX job vacancy of the week: Bourne Leisure

MyCustomer

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 11th Jan 2021. By Neil Davey Managing editor

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!