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.

Insiders

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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.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

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.

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

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

MyCustomer

Loyalty Why customer emotion is more important than ever

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!

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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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.

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 55

GlowTouch Technologies Announces the Addition of Two New Executives

GlowTouch

FOR IMMEDIATE RELEASE. LOUISVILLE, Ky. July 29, 2020) – GlowTouch Technologies , an emerging leader in global contact center and technology outsourcing solutions, announces the addition of new executives to support company growth and expansion.

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.

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.

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.

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!

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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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.

Tools 52

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

MyCustomer

Engagement Tailoring CX priorities to fit your strategy

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

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 72

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.

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.

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?

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Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.