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.

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!

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.

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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.

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.

ChurnZero Named Front Runner for Customer Experience Software

ChurnZero

ChurnZero announced today it was named a FrontRunner for Customer Experience Software by Software Advice. FrontRunner is designed to help businesses evaluate which software products may be right for them. .

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 65

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!

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

MyCustomer

Loyalty Why customer emotion is more important than ever

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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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!

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

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.

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.

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.

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.

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!

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.

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.

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.

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Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

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.”

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.

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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.

How to tailor your CX priorities to fit your firm's strategic focus

MyCustomer

Engagement Tailoring CX priorities to fit your strategy

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.