Fri.Apr 02, 2021

The Pandemic Makes Online Customer Support More Important Than Ever

GlowTouch

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail The Pandemic Makes Online Customer Support More Important Than Ever. There are few things today that are not impacted by computer technology in some way.

Sculpting Your Client Experience – The Winning Tactics Podcast

Storyminers

The post Sculpting Your Client Experience – The Winning Tactics Podcast appeared first on Storyminers. Podcasts

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Guest Post: The 4 Most Common Misconceptions About Customer Service

Hyken

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences.

Sound and Smell: The Crucial Missing Aspect in Your CX Design

Beyond Philosophy

Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note.

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.

Totango Leads the Industry in Customer Success According to Trust Radius

Totango

Did you know that about 95% of customers read reviews before making a purchase? Or that 78% of customers who read reviews were satisfied with their purchase?

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4 Ways Automation Can Help Create A Consistent Customer Experience

ClientSuccess

Guest blog post by Jay Ripton. The business environment is still just as competitive as it was before the pandemic. However, there is less tolerance for ineffectiveness and incompetency in customer interactions and engagement as expectations change radically.

6 Things I Learned About PLG and Customer Success

Gainsight

Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. Indeed, we even wrote a parody song last year about this (“every client’s like a snowflake”).

Watch: CRM Hack the Importance of Cross Selling, B2CRM Weekly News Update, and a CRM Analysis on Morrisons

Optimove

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, new CRM hack on the importance of cross selling and a deep analysis on the UK supermarket chain, Morrisons.

Success in CS Operations: An Inside Look at How Okta Drives Results

Gainsight

There is nothing better than “geeking out” with fellow CS Ops people. Much like Customer Success five years ago, we’re still figuring out how to define excellence.

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!

7 Oracle Leaders Share Effective Ways to Exemplify Commitment to Diversity in the Workplace

Smarter CX

According to the recent McKinsey report, “ Diversity wins: How inclusion matters ,” there’s a common thread among companies leading in diversity efforts. They use a systematic, business-led approach to diversity and inclusion (D&I) and draw on the following five best practices: Ensure the representation of diverse talent. Strengthen leadership accountability and capabilities for I&D. Enable equality of opportunity through fairness and transparency.

Workday Aligns CS and CS Ops To Drive Customer Success at Scale

Gainsight

At Workday, the CS Ops team has done a phenomenal job of aligning functions, roles, and processes to create quite the scaling machine. I spoke with Kari Ardalan, Senior Manager of Customer Success Scaled Operations, who walked me through how her department succeeds.

Don’t Let Pandemic-Driven Tech Decisions Impact Your Opportunity To Be Future Fit

Forrester's Customer Insights

After a period of scrambling many technology leaders are looking to get their technology strategy back on track. Here's how you can do it. Age of the Customer CIO insights Digital Transformation technical debt technology-driven innovation

April 02 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success Location: Remote, San Francisco, CA, US Organization: Checkr, Inc. As a Director of Customer Success, you will define and execute on a scalable strategy for driving adoption and growth across the customer base.

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!

How Innovation Can Make Your Firm More Resilient

Forrester's Customer Insights

The firms that prove most resilient have innovation processes built into their culture and leverage adaptive technology platforms. Learn how you can do this at your firm. Age of the Customer Innovation operationalizing innovation technology-driven innovation

Making the Most of Video Chat

SaleMove

Tips and Tricks for Outstanding Video Customer Service Experiences. Video is becoming a standard medium for interacting with customers. Between market globalization and social distancing, providing digital customer service via video can add a personal touch to interactions.

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Build Better Help-Desk Chatbots

Forrester's Customer Insights

I like chatbots. I think they’re neat and hold immense promise. Unfortunately, most of the bots I’ve interacted with haven’t met the bar to be considered “useful.”

Customer Pulse Survey: What Is It and How Is It Different from Other Surveys such as NPS

SmartKarrot

As they say, ‘Change is the only constant.’ And it is no secret that people’s sentiments change too often, especially when they are a customer.

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.

How To Make Sense Of Consumer Behavior After The Pandemic

Forrester's Customer Insights

Here in New York City, COVID-19 vaccinations are opening to all residents ages 16 and up; the fluttering arrival of warmer weather and easing of restrictions are lifting spirits and drawing locals out to the parks and sidewalk restaurants.

Focusing Demand Teams On The Buying Group Experience Is A Valuable Mind Shift

Forrester's Customer Insights

Still jamming leads down a funnel? Buying-group obsession is more likely to achieve growth for demand and ABM. John Arnold explains the mind shift and what teams need to focus on. Demand and Account-Based Marketing SiriusDecisions Research Develop A Multidisciplinary Demand Team