Wed.Mar 09, 2022

article thumbnail

Optimizing the Customer Journey with Digital CS Metrics

Gainsight

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing. And based on those metrics— and their intimate knowledge of their customers’ businesses—Customer Success Managers (CSMs) are able to craft strategies that improve the

Metrics 105
article thumbnail

Top 4 Strategies to Improve Credit Union Member Experience

Comm100

Credit union member engagement is fundamental, and it’s not hard to see why. Engaged members spend 22% more than non-engaged members. Moreover, 43% of members don’t renew because of a lack of engagement with their credit union. As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. .

Strategy 191
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

A Fictional Press Release Can Be a Great Motivator

ShepHyken

I’ve been asked many times how to get the C-suite to invest in customer service. There are plenty of good answers. My go-to response has always been, “Show them the numbers.” The C-suite loves numbers. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. .

article thumbnail

Good for your Customers doesn’t have to be bad for you

Zeisler Consulting

I’ve mentioned before that those of us in the CX profession are both the best and the worst Customers: the best because we are sympathetic to those in the Customer-facing trades, but also the worst because we expect so much and are always on the lookout for improvement opportunities—even if they’re opportunities for others to improve. Hey, we’re just here to help, and all that.

article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

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.

article thumbnail

Sales Burnout Is a Real Thing

Integrity Solutions

Sometimes employee burnout is really boredom. But… what about when it’s not? In sales, where rejection is a part of the job even in the best of times and today’s selling environment has grown more stressful, competitive and demanding, signs of burnout are becoming more common across the profession. As salespeople grapple with new technology, complex deals , sprawling buying committees and increasing commoditization, many are wondering whether it’s even possible to build a

Sales 80

More Trending

article thumbnail

Here’s how to extend the expiry date of your SAP S-user ID (S-user Lifetime)

SAP Customer Experience

Hello Everyone, Are you receiving e-mail notifications about your S-user ID reaching expiry? These notifications are about S-user ID Lifetime. This blog-post will give you more insight on how to extend the expiry date of your S-user ID and prevent your S-user ID from expiring. An S-user ID is a.

How To 71
article thumbnail

Redesigned App to Meet Your Needs

2020 Research

Redesigned App to Meet Your Needs – Over The Shoulder. Need to be there in key moments as they occur? Designed specifically for the smartphone, we have rebuilt our Over The Shoulder participant app from the ground up to streamline the respondent experience and deliver better insights. Whether you are capturing engagement with a new product or tagging along with consumers as they shop, we’ve completely refreshed and modernized the Over The Shoulder app’s interface, making it even easier for

Meeting 52
article thumbnail

PCI Pal Unveiled as 21st Best-Performing Tech Scale-up at Megabuyte Emerging Stars Awards

CSM Magazine

PCI Pal – the global provider of cloud-based secure payment solutions – has been announced as the one of the best-performing UK tech scale-up companies, ranked 21 st , at the annual Megabuyte Emerging Stars awards. The awards identify the UK’s best-performing scale-up technology companies, as defined by a Megabuyte Scorecard rating. They are part of the annual Megabuyte100 award series, which collectively identifies the UK’s 100 best-performing technology companies and includes the Megabuyte5

article thumbnail

Redesigned App to Meet Your Needs

2020 Research

Redesigned App to Meet Your Needs – Over The Shoulder. Need to be there in key moments as they occur? Designed specifically for the smartphone, we have rebuilt our Over The Shoulder participant app from the ground up to streamline the respondent experience and deliver better insights. Whether you are capturing engagement with a new product or tagging along with consumers as they shop, we’ve completely refreshed and modernized the Over The Shoulder app’s interface, making it even easier for

Meeting 52
article thumbnail

Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

article thumbnail

What Jobs Are Gen Z Most Likely to Go Into?

CSM Magazine

Gen Z are thought to be the leading generation behind the Great Resignation of 2021: the phenomenon that saw millions of workers quitting their jobs. This generation has a different attitude towards the workplace, the type of careers that attract them and what their priorities are. Less focus on longevity. In a jobseeker survey carried out by Bankrate, it showed that over half (55%) of American adults were planning to switch jobs; of this figure, 77% of these were Gen Z – aged between 18 a

article thumbnail

5 Essentials for Optimizing Your Ecommerce Push Notifications

Blueshift

Mobile commerce is growing much faster than ecommerce. Mobile apps are not only extending commerce beyond the desktop, but also enabling new ecommerce use cases like social commerce and on-demand services. The post 5 Essentials for Optimizing Your Ecommerce Push Notifications appeared first on Blueshift.

article thumbnail

Defining Your Customer Journey Map and Its Benefit

Zonka Feedback

Increasing customer satisfaction is one of the main goals of most businesses in the next couple of years. If you think that product features are the only unique selling proposition in the market today, you are wrong. Customer experience is the new battlefield in the business landscape.

article thumbnail

076: The Ultimate Patient Experience

The DiJulius Group

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dr. David Moffet, and his wife, Jayne Bandy about how they have built the Ultimate Patient Experience. Dr. Moffet is a bestselling author, entrepreneur, and today he and Jayne are Customer Experience Coaches who help transform the experience businesses deliver. You will learn: Dr.

Groups 52
article thumbnail

The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

article thumbnail

Why a CRM is not sufficient for your Customer Success function?

CustomerSuccessBox

In the glorious business of the SaaS space, one underlying truth that determines the growth and scaling of the business is that it takes several months to recover the Customer Acquisition Cost (CAC) and get to the profitable zone at a unit economics level. Hence it is essential that the customers continue to subscribe and keep renewing their contracts for the company to be successful.

CRM 52
article thumbnail

The Great Resignation: The Reality Behind The Headlines

Forrester's Customer Insights

Far from a short-term talent crunch, the so-called “great resignation” has been 10 long years in the making. If you respond to it with short-term measures, you will miss the underlying drivers of today’s talent problems and leave yourself struggling to manage the future of work. In my new report, Unpacking The Hype About The […].

article thumbnail

The Role of SEO in Reputation Management

ReviewTrackers

article thumbnail

Impressions From Mobile World Congress 2022

Forrester's Customer Insights

Between February 28 and March 3, the leading global telecoms and networking event, Mobile World Congress (MWC), took place in Barcelona. The event was hosted as a hybrid event. It attracted about half the attendees that it saw before the pandemic struck, namely 60,000 attendees. The event organizers reduced the floor space accordingly. Nevertheless, there […].

article thumbnail

The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

article thumbnail

Mar 09 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Orlando, FL, US (Hybrid) Organization: The Garage In As a Vice President of Customer Success, you will manage a portfolio of clients that range in size, complexities, location, and structure. Understand key population health management workflows and develop tweaks to maximize client adoption. Be responsible for identifying critical goals the clients are working to achieve and setting a path to achieve those goals.

article thumbnail

Use Innovation To Reshape The B2B Payment Experience In APAC 

Forrester's Customer Insights

Though facing barriers, the B2B payment industry in APAC is not lacking innovations. Our recent research on the topic found that B2B payment innovations and trends in the region come from three dimensions. Technology and infrastructure upgrades modernize B2B payment processing Technologies such as cloud and APIs and new payment data and messaging standards such […].

B2B 26
article thumbnail

??Just Launched??: Surface External Search Results in Vanilla with Federated Search

Vanilla Forums

Today we’re announcing the addition of Federated Search functionality with Vanilla, which puts Community at the center of your customer experience by bringing customer-facing systems together such as knowledge base articles, learning management courses, blog posts and more, into one central hub.

article thumbnail

AIOps Needs A Superstructure Of Interoperability

Forrester's Customer Insights

AIOps solutions are composed of various technology components that work together to address organizational needs. This requires an underpinning superstructure that enables interoperability. The superstructure provides connectivity horizontally across point solutions and vertically through the tiers of capability. .

article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

??Just Launched??: Vanilla & Productboard Integration

Vanilla Forums

We’re super excited to announce a new out of the box integration between Productboard and Vanilla available now! This connection allows product teams to use their Vanilla community to scale up and improve their customer feedback process alongside their favorite product management tool and create roadmaps that are truly market driven.

Roadmap 19
article thumbnail

Most Thought Leadership Isn’t Thoughtful Or Leading: How Can We Fix That?

Forrester's Customer Insights

Biased. Lacking substance. Dull. When we asked B2B buyers what they think about the content they receive from vendors, over 60% of respondents to Forrester’s 2021 Content Preferences Survey gave these unflattering opinions. Buyers are drowning in a sea of sameness. They fail to find any value in the content they receive, because much of […].

article thumbnail

4 User Onboarding Mistakes To Avoid Now

Gainsight

User onboarding is piling extra pressure on product leaders’ and managers’ shoulders. And it’s a massive responsibility. According to thinkJar research, nearly 70% of customer churn could be stopped if issues were resolved during the initial engagement. But there are onboarding traps that ambush product leaders as they work to perfect this critical stage of their user’s journey.

article thumbnail

The New Green Consumer

Forrester's Customer Insights

Empowered customers are greener customers, and they demand sustainable brands. Unsurprisingly, European consumers lead on green adoption, while Australian and US consumers are the least green. There is no “one size fits all” approach when it comes to green consumers, as their behaviors, attitudes, and expectations are evolving quickly. A couple of counterintuitive facts from […].

article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

??Just Launched??: Unlock Customer Insights with Vanilla + Salesforce

Vanilla Forums

The Salesforce connector for Vanilla is already powerful, allowing you to create new contacts, leads and cases in Salesforce from Vanilla community members & discussions. Today, we’re pleased to announce another big upgrade to the integration – Salesforce Activity Sync – which allows you to send data about how your customers are interacting in community to Salesforce, for further analysis and comparison alongside other data that lives in Salesforce.

article thumbnail

Unlocking The Power Of Purpose For B2B Leadership

Forrester's Customer Insights

B2B buyers increasingly seek out companies with values that align with their own. At this year’s B2B Summit North America, learn how B2B leaders can authentically demonstrate purpose.

B2B 26
article thumbnail

How to Move from Sales-Led to Product-Led Mindset?

SmartKarrot

Growth-related discussions these days are hurdled between two approaches – 1. Sales-led, and 2. Product-led. A sales-led approach is when all the teams across the company towards one goal – to increase sales within the organization. In this approach, the success of the company depends on the number of sales. On the other hand, a product-led approach is the one where the product is the main driver of the organization’s success.

Sales 10