GlowTouch

APRIL 2, 2021

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. Billions of people carry a high-powered computer with them at all times. There is even a condition called nomophobia, which is anxiety caused by being separated from one’s smartphone for a prolonged period.

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e-support Contact Center Return on Investment Trends 52

Storyminers

APRIL 2, 2021

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

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Beyond Philosophy

APRIL 2, 2021

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. This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast.

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Hotels Consulting Study Brands 117

Oracle

APRIL 2, 2021

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.

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Leadership Groups Culture Consulting 97

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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

ClientSuccess

APRIL 2, 2021

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. You can’t expect buyers to stick around for a brand that doesn’t deliver a seamless and consistent customer experience.

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Customer Experience e-support Customers Engagement 75

Totango

APRIL 2, 2021

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? Peer-to-peer product reviews are extremely powerful and have become a vital step in helping consumers evaluate and decide on purchasing a product. At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Industry 62

Industry Customer Success B2B Software 62

SaleMove

APRIL 2, 2021

As a digital customer service operator, are you making the most of video chat? View our tips & tricks to set your video interactions apart. The post Making the Most of Video Chat appeared first on Glia Blog | Digital Customer Service Explained.

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Video Tips Customer Service Interaction 52

ECXO

APRIL 2, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. ECXO partners with The CX Academy We’re pleased that The CX Academy has chosen the ECXO – European Customer Experience Organization to be a partner of their top and practical CX education and certification program & we look forward to this fantastic collaboration.

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Course Employee Experience Tools Industry 52

Optimove

APRIL 2, 2021

Some people think that Cinderella is a children’s story or perhaps a metaphor for growing up. But any marketer immediately recognizes it’s a case study in personalization: the Prince was offering the right slipper to the right maiden at the right moment. Happily, modern marketers don’t need to traipse through an entire kingdom on horseback to find their customers.

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System CRM Case Study Analysis 52

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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

ECXO

APRIL 2, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Dr. Marcell Vollmer first guest speaker Our first speaker will be Dr. Marcell Vollmer, Partner and Director at BCG, when 14th April 7 pm CET and 6 pm UK on zoom webinars. Dr. Vollmer is one of the leading global authorities in Supply Chain procurement experience.

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Employee Experience Innovation Groups Technology 52

Gainsight

APRIL 2, 2021

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”). So when a Customer Success leader, as one of OUR clients, tells us about how different they are, it’s reasonable to be a bit skeptical.

Customer Success 52

Customer Success Handbook Software Groups 52

Optimove

APRIL 2, 2021

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. All previous weekly shows All our videos on Optimove’s Youtube channel. B2CRM News: Nike’s Aggressive DTC Moves, H&M’s Sustainability Manifesto.

CRM 52

CRM Analysis Video Tips 52

Gainsight

APRIL 2, 2021

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. I’m fascinated by the tactics, the priorities, and the structures, and I know how valuable those insights are to other folks also building CS Ops teams. I spoke with Melissa Allen, Senior Manager of Customer Success Operations at Okta, to learn what brought her to this career and what makes her successful. .

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Roadmap Leadership Customer Success Analysis 52

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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

SaleMove

APRIL 2, 2021

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. Video chat offers face-to-face communications with customers from wherever they are located.

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Video Conference Connections Interaction 52

Gainsight

APRIL 2, 2021

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. Like many in CS Ops, Kari found her role unexpectedly. She was a field Customer Success manager with over ten years in CS.

Customer Success 52

Customer Success Effort Score Sales System 52

Forrester's Customer Insights

APRIL 2, 2021

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.

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Technology Strategy Innovation Customers 66

5CA

APRIL 2, 2021

The post How a solid relationship between CX and brand strategy can superpower your start-up. appeared first on 5CA.

Brands 52

Brands Strategy 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

Forrester's Customer Insights

APRIL 2, 2021

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.

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Innovation Culture Technology Customers 49

SmartKarrot

APRIL 2, 2021

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. This includes defining, inspecting and reporting on an operating cadence that enables proactive action. Partner with the executive leadership team to develop and execute account engagement, retention and growth strategies.

Customer Success 10

Customer Success Entertainment Case Study Roadmap 10

Forrester's Customer Insights

APRIL 2, 2021

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.” In fact, I would say a majority of chatbot experiences that both myself and others have are quantifiably “bad,” impeding people from getting the help they need, yet […].

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Chatbots Interaction Customers 47

SmartKarrot

APRIL 2, 2021

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. With the rampant competition of brands and the prolificacy of customer experiences being served to the customers on a silver platter, it has become critical to check these changes. Thankfully, there is a survey strategy that addresses this issue, with the name of customer pulse survey.

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NPS Survey Net Promoter Score B2B 10

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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

Forrester's Customer Insights

APRIL 2, 2021

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.

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Groups Marketing 45

ShepHyken

APRIL 2, 2021

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. Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry.

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Self Service Customer Service e-support Average Handle Time 109

Forrester's Customer Insights

APRIL 2, 2021

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. As the world gradually starts to recover, marketing leaders are asking a burning question: Are the […].

Consumers 44

Consumers How To Marketing B2C 44

ChurnZero

APRIL 2, 2021

The Ripple Effect of Customer Success Software. When you contain the idea of and responsibility for Customer Success to a single department, it’s like a drop in the ocean. However valiant your efforts might be, the ocean (and your organization) is too big for you to make a transformative impact on your own. To spread Customer Success everywhere, you need to make a ripple.

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Software Sales Customer Success Marketing 64

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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