Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers?

Feedback 380

Feedback Customers Loyalty Resources 380

Alida

AUGUST 31, 2021

An increasing number of companies are transforming product development by embracing a design method that puts the customer first. Instead of relying on people’s gut instincts, this new design framework cultivates empathy for users, emphasizes iteration and prototyping, and promotes tests throughout the process.

Innovation 130

Innovation Customer Experience Customers Company 130

Comm100

AUGUST 31, 2021

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. As companies strive towards this level of support, live chat has become an integral channel – but the hard work doesn’t stop here.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

ShepHyken

AUGUST 31, 2021

The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times.

Social Media 140

Social Media Video Leadership Brands 140

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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

Uniphore

AUGUST 31, 2021

Learning is complex. What does it take for a person to learn a language, for example? If it’s a modern language, the student buys a book, takes a class or downloads an app. In each option, the student receives specific instruction for mastering part of the language, including feedback from the teacher, checking answers in the book or interacting with the app’s interface.

Analysis 100

Analysis Travel eBook Contact Center 100

Magellan Solutions

AUGUST 31, 2021

Looking for a back office outsourcing company to assist you? Here’s how you can get one. For SMEs, a 24/7 and full back-office operations are no longer impossible in today’s digital environment all thanks to BPO companies in the Philippines. . If you are not yet subscribed to a BPO company, consider the pressure to provide faster service while meeting increased customer expectations and lowering costs has multiplied.

How To 97

How To Call Center Government Policies 97

NobelBiz

AUGUST 31, 2021

This time, among some of the more traditional development projects, the bill directs a staggering $65 billion towards improving the internet infrastructure nationwide. Let’s see what are the two main goals of this investment and how can this impact the future of the contact center industry as a whole. The post 2021 Infrastructure Bill: Contact Centers and the Broadband Revolution appeared first on NobelBiz®.

Contact Center 97

Contact Center Industry 97

ChurnZero

AUGUST 31, 2021

For most B2B companies, Q4 means the time of contract renewals. It can be a busy selling season! It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.

Customer Success 95

Customer Success Net Promoter Score Self Service Customer Retention 95

DemandJump

AUGUST 31, 2021

Since Google owns the lion’s share of the search engine market, it’s critical to know how to use keywords to your advantage to make your website readable, relevant, and ranked by the search engine giant.

How To 95

How To Marketing 95

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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

Help Scout

AUGUST 31, 2021

Customer support representative is one of the most common jobs on the market for individuals looking to work in technology, so the job description you write for your open role needs to be exceptional in order to attract applications from exceptional candidates. It’s important for your job description to clearly reflect your company’s needs and the requirements of the role.

Examples 94

Examples Social Media Customers Customer Service Representative 94

DemandJump

AUGUST 31, 2021

Google has a global market share of 91.8% for search engines, making your Google search ranking very important for your brand to be discovered online.

Tools 98

Tools Marketing Brands 98

Doing CX Right

AUGUST 31, 2021

Successful organizations connect marketing and CX throughout the customer lifecycle. Learn ways to drive alignment to achieve real results. The post CMO And CXO Must Partner To Transform The Customer Experience appeared first on Doing CX Right.

Customer Experience 59

Customer Experience Connections Customers Marketing 59

MyCustomer

AUGUST 31, 2021

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 31st Aug 2021. By Neil Davey Managing editor.

Management 77

Management Customer Experience Customers 77

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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

NobelBiz

AUGUST 31, 2021

As the Senate voted last week, Aug. 24th, to pass the Infrastructure Investment and Jobs Act (a $1.2 trillion bipartisan infrastructure bill), we are one step closer to the final approval of the new Infrastructure Bill. This once-in-a-generation investment includes $550 billion in new federal investment in America’s infrastructure. The $1.2 trillion figure comes from including additional funding normally allocated each year for highways and other infrastructure projects.

Contact Center 52

Contact Center Contact Center Software Social Media Healthcare 52

MyCustomer

AUGUST 31, 2021

Loyalty Should companies prioritise service or experience?

Customer Experience 93

Customer Experience Loyalty Customers Company 93

SaleMove

AUGUST 31, 2021

Digital Customer Service: Transforming Customer Experience for an On-Screen World, is out today! Learn how you can meet customers where they are. OnScreen. The post Meeting Your Customers Where They Are appeared first on Glia Blog | Digital Customer Service Explained.

Meeting 52

Meeting Customers Customer Service Customer Experience 52

ThriveableBiz

AUGUST 31, 2021

If you put more energy into the planning of your new small business, you’re less likely to fail. So, learn from those before you, so you don’t make the same mistakes. I’ve been mentoring a lovely young mum, helping her with her 15-month-old business. She is a delight to work with, committed, diligently working into the night after the children are in bed to get her business off the ground.

Exercises 52

Exercises Marketing Course Insurance 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

ChurnZero

AUGUST 31, 2021

For most B2B companies, Q4 means the time of contract renewals. It can be a busy selling season! It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Focusing on customer success and the renewal proces s in tandem can help improve customer retention.

Customer Success 52

Customer Success Net Promoter Score Self Service Customer Retention 52

ClientSuccess

AUGUST 31, 2021

As a customer success leader, you’ve put a lot of hard work into building the perfect meetings with customers. You know to focus on the most relevant items at hand, come out with clear action items, and always have an agenda to keep things on track. . But did you know there is a difference between a meeting agenda and a meeting objective ? While an agenda is required to keep your team and your customer on track to make the most of your time together, both an agenda and an objective are needed t

Customer Success 52

Customer Success eBook Meeting Resources 52

CSM Magazine

AUGUST 31, 2021

Previously, the only means of communication between the company and the client were telephone and fax. Today, the choice of communication channels is wider than ever. Customers can contact you through social networks and messengers, write to a chat on the website, call themselves or order a callback, leave requests on the website or by email. A variety of communication channels simplifies the life of customers.

Communication 52

Communication Trends Company User Experience 52

CustomerSuccessBox

AUGUST 31, 2021

Customer Success is the key to driving retention, renewals and thereby, increasing recurring revenue for the business. Although it’s upon the Customer Success team to drive retention, renewals, etc., the senior management in the CS function should be well-informed about the impact that their customer success strategy can have on the profitability of their business.

ROI 52

ROI Customer Success B2B Measurement 52

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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

Zonka Feedback

AUGUST 31, 2021

While some people may think email to be an old way of sending surveys, but in reality, there are over 4 billion email users all over the world, which means more than half of the global population actively uses emails. Email is one of the most accepted and official forms of communication.

Survey 52

Survey Communication Feedback Management 52

SaleMove

AUGUST 31, 2021

Digital Customer Service: Transforming Customer Experience for an On-Screen World, is out today! Learn how you can meet customers where they are. OnScreen. The post Meeting Your Customers Where They Are appeared first on Glia Blog | Digital Customer Service Explained.

Meeting 52

Meeting Customers Customer Service Customer Experience 52

DemandJump

AUGUST 31, 2021

Marketing 97

Marketing 97

Forrester's Customer Insights

AUGUST 31, 2021

Like the rest of the world, European firms have been forced to pivot to digital experiences in the last year, even, as in the case of Italian luxury goods businesses, when digital went against long-standing cultural norms. As their firms pivot, European security leaders would do well to remember that vulnerable web applications are a […].

Culture 44

Culture Customers 44

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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

SmartKarrot

AUGUST 31, 2021

Role: Director, Customer Success Location: Remote, San Francisco, CA, US Organization: Salsify As a Director of Customer Success, you will supervise, build and expand the existing Customer Success strategy to enable each member of the team to be the best-trusted advisor for the customers. Build repeatable adoption playbooks and business value frameworks that CSMs can apply to their customers’ programs to ensure they are realizing the fullest extent of Salsify.

Customer Success 19

Customer Success Customer Retention Leadership Metrics 19

Forrester's Customer Insights

AUGUST 31, 2021

Does your organization struggle with issues of data integrity? Find out what three of the most common data integrity challenges are and how you can solve them.

Data 39

Data Government Analysis Customers 39

SmartKarrot

AUGUST 31, 2021

What is the average time you spend in a day managing your e-mails? An hour or so? As a Customer Success Manager, you tend to receive and revert to a ton of incoming and outgoing e-mails every day, and that is a part of your job. As per a report by McKinsey, reading and responding to e-mails consume as much as a whopping 28% of our workweek. This is a big number and poses a threat to take over our lives.

Tips 10

Tips Customer Success Management Social Media 10