Mon.Jul 27, 2020

Customer Satisfaction Surveys: The Complete Guide

SmartKarrot

Source. If you are running a customer-centric business, then knowing your customer satisfaction becomes too important. Your customer has to be completely satisfied with the value they are driving from your product.

Why Is Good Customer Service Essential in Finance?

CSM Magazine

In the digital age, there’s little doubt that customers have become increasingly influential and impactful in the minds of business-owners.

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Measuring Customer Experience During a Global Crisis (Part 2)

IntouchInsight

Now is the time for businesses to get to know and become comfortable with the post-pandemic customer experience; measuring the effectiveness of new processes, where to eliminate obstacles, while providing safer experiences for all

Is Your Contact Center Stack Unified Across Global Multisite Centers?

NICE inContact

Contact center leaders are no longer measured on just efficiency; it is efficiency with better customer experience (CX). Balancing the two is a huge challenge and gets much more complex when you look at contact centers across multiple sites and geographies.

Does Your Organization Partner Internally to Deliver Great Service?

Wired and Dangerous

Customers are so different today! Their expectations have increased exponentially in the last 12 months even without considering the impact of the pandemic! They have raised the bar to a very high level on how they view customer experience.

Hero Digital hires Hank Summy, former McCann and Capgemini executive, to lead Western Region

Hero Digital

Hero Digital , a leading independent digital customer experience (CX) company, today announced Hank Summy will join the company as managing director of its Western region, reporting to Hero Digital President Patrick Frend.

More Trending

B2B Customer Support: Up in the Cloud or Down on the Ground? Part 1

Team Support

You want to stop focusing only on getting tickets closed and instead work on building strong relationships with your customers. You’ve determined that e-mails and spreadsheets are no way to manage support interactions.

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CXU’s NPS Score is +78

CX University

Driving improvement is a relentless commitment. CX University offers training in Customer Experience and proudly serves corporations and customers in over 60 countries. We practice what we preach! We are also relentlessly restless! We are driven by a feeling that things are just not good enough.

NPS 56

Focus on Your Customers’ Success: Strategies for Retaining B2B Customers in Turbulent Economic Times

Team Support

As published in CustomerThink , July 1, 2020. This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been impacted by these events resulting in major fluctuations in consumer trust.

B2B 56

5 Top Customer Service Articles For the Week of July 27, 2020

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. Traditional vs. frictionless payments: Will customers trade security for convenience? by Pat Shea.

10 Best Idea Management Software to Look Up in 2020

SurveySparrow

Whatever be the business you deal with, you are sure to face fierce competition. It is just inevitable. Well, in a way where’s the fun without any competition?! It is when you surpass your competitions that your business becomes relevant in your niche.

How to Find and Wield New CX Data Sources

inmoment

We’ve talked a lot about COVID-19’s effect on customer experience (CX) data and how that intel has been changed by the pandemic. However, while recent events have certainly changed how companies capture and use CX data, the fact that data shifts constantly hasn’t really changed at all.

How Human Emotion is Redefining Customer Engagement in a World Redefined

Bold360

Customers inhabit a world increasingly defined by accelerating change and ongoing uncertainty, as evidenced by COVID-19. At a basic level, customers are looking to the brands and businesses they interact with to get their needs met, but customer needs now extend far beyond just products and services.

3 Ways EdTech Can Adapt Their CS Strategy To The “New Normal”

Gainsight

A few weeks ago, New York City, Indianapolis, and Oakland updated their plans for reopening public schools in the fall, but soon after, NYC announced reopening at most three days a week.

Customer Needs: A New Approach to Differentiation

CSM Magazine

Every organization wants to stand out from their competitors, but very few are truly successful at it. Outside of the frequently lauded names such as Apple, Amazon, and USAA, companies continue to do a lot of ‘talking about’ and ‘studying’ yet struggle to capture the same magic.

Tools 52

5 Ways to Become a Human-first CSM

Gainsight

Sometimes an outsider can observe something so obvious that you just can’t identify yourself. I’ve written about how the approach of the CEO needs to change, especially during this tumultuous year. CEOs need to think about all of their stakeholders as people and thereby adopt a Human-first approach.

DIY CRM Tip: Uncover Customer-Value Segments

Optimove

Leveraging customer data to generate insights is not an easy task for any department in any type of business. Especially generating the kind of insights that lead to more effective customer marketing.

Scaling Customer Success using Tech Touch: Arbor Education

inSided

It's already Episode 7 of The inSide Scoop, and this week we're talking scaling Customer Success using tech touch tools.

Tools 52

Why Combining Real-Time and Batch Data Is the Only Way to Keep Customers Engaged

Optimove

“Marketing best practices have shifted over the last few years to a focus on trigger-driven marketing, centered around the use of real-time data. This has led to a fallacy that marketers should only use real-time data, and ditch batch data. Here’s why this approach is far from ideal.”

Why customer emotion is more important than ever - and how to respond

MyCustomer

Loyalty Why customer emotion is more important than ever

Example Market Research Questions That Teach You What to Ask & Why

Ascribe

You can have the most advanced market research solution in the world, but it won’t be effective if you fail to ask the right questions. The example market research questions featured below will give you a starting point when determining what you should ask your audience and internal stakeholders. Questions to Ask Consumers When you. Read more » The post Example Market Research Questions That Teach You What to Ask & Why appeared first on Ascribe.

Use Site-Search Data To Instantly Improve Your SEO

Fox Metrics

People visit your site to find solutions to their problems. This is why the first thing about SEO is to understand your audience. The question then is, how well do you know your customers?

Data 56

BAE Systems, Inc.: Elevating EX for the Modern Employee

Confirmit

BAE Systems ran annual or bi-annual engagement surveys for all employees. This was useful, but spent too much time on the survey process, and too little time on action. The team wanted to expand the types of surveys deployed and who could issue them to increase insights and drive action.

How To Instantly Improve Your SEO With Site-Search Data?

Fox Metrics

People visit your site to find solutions to their problems. This is why the first thing about SEO is to understand your audience. The question then is, how well do you know your customers?

Data 56

Brand Move Roundup – July 27, 2020

C Space

The Brand Move Roundup – July 27, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet.

5 Fail-Proof Ways To Reduce Customer Churn

CustomerSuccessBox

In light of the pandemic, each industry had to make pertinent adjustments in their operations, and SaaS companies had to initiate measures that would ensure their survival – one of them being customer success.

Brands Considering Fewer Choices for Consumers

NetBase

Over the past decade companies have been producing products with more variety in an effort to please everyone. But since COVID-19 hit, brands are considering fewer choices for consumers. It makes sense. Let’s see why!

Jul 27 – Customer Success Jobs

SmartKarrot

Role: Sr. Director, Client Services Location: Sunnyvale, CA, US Organization: Druva Druva is seeking someone who can lead their CS organization. As Sr. Director, Client Services, you are responsible for the ongoing success of the worldwide customer base.

Ticket portal: Unified platform for assisted & digital teams

Knowmax

Ticket portal: Unified platform for assisted & digital teams. Customer Experience Decision Trees Picture Guides

Top Customer Success Resources

SmartKarrot

What is the one thing that SaaS businesses have in common? Yes, you got it. Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens.

Asia Pacific: The Future Of Work Is Now

Forrester's Customer Insights

As the world moves through the management phase of this historic pandemic, the ultimate “new normal” remains elusive. Countries that seemed to have flattened the curve are seeing a resurgence in daily case rates. Meanwhile, the pandemic has eroded global economic growth.

Qualtrics + Rybbon: Encourage study participation with automated rewards

Qualtrics

If you want to maximize participation rates or show appreciation for customer feedback, this announcement is for you. Introducing the Qualtrics and Rybbon partnership, making Incentives Management easier than ever with XM Automated Actions.

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FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

Even If You’re Reopening Your Offices, You Need To Plan For A Remote-Work Future This week, Google extended its remote-work plans for all 200,000 full-time and contract employees through summer 2021.

Contact Centers During COVID-19

Forrester's Customer Insights

Andrew Hewitt, our resident enterprise IT and remote work expert, and I caught up for a quick pulse check on how service providers are faring during the pandemic.