inSided

DECEMBER 22, 2021

Phwoar.

Customer Success 52

Customer Success Engagement Customers 52

ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. .

Customer Service Training 130

Customer Service Training Leadership Video Feedback 130

Zeisler Consulting

DECEMBER 22, 2021

I was flying home to Denver a few months back from a business trip. It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. It was a mechanical issue, not weather, so we were a flight that was alone in its circumstance.

Airlines 93

Airlines Travel Course Connections 93

Heart of the Customer

DECEMBER 22, 2021

Last week, I posted my prediction that 2022 will be The Year of Data Integration. So this week, as we prepare to tie a bow on 2021, I want to draw your attention to a handful of posts from earlier this year by Heart of the Customer CTO Shawn Phillips. They offer insights on CX […]. The post ICYMI, Part I: 2021 Tech Roundup appeared first on Heart of the Customer.

Data 78

Data ROI Metrics Analytics 78

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Knowmax

DECEMBER 22, 2021

The post 5 benefits of knowledge base tools for customer service appeared first on Knowmax.

Knowledge Base 98

Knowledge Base Tools Customer Service Customers 98

SAP Customer Experience

DECEMBER 22, 2021

Revenue Growth Management Learn about the vision for SAP Revenue Growth Management. Register Wednesday, January 19, 2022 11:00 AM – 12:00 PM ((UTC-05:00) Eastern Time (US & Canada)) What CPG growth challenges & questions can revenue growth management help address and what is the SAP vision for RGM ? In.

Consumers 62

Consumers Management Industry Customer Experience 62

ReviewTrackers

DECEMBER 22, 2021

Social Media 123

Social Media Strategy 123

SAP Customer Experience

DECEMBER 22, 2021

The majority of speakers at this year’s BPI Forum returned to a consistent theme: transparency and rapid insights are essential requirements for modern organizations. In a rapidly changing business environment, where customers are newly empowered by technology of their own, a basic level of customer service is no longer enough.

Customer Service 61

Customer Service Customers Technology Trends 61

Zonka Feedback

DECEMBER 22, 2021

A customer who is willing to promote a brand has a lifetime value that is 600%-1400% higher than the one who is not. Therefore, as a business, your focus should be on improving experiences to a point that customers are encouraged to talk positively about your brand. And though this is a common goal that most businesses share, it becomes easier if you have a definite data set to measure success against.

Net Promoter Score 52

Net Promoter Score Measurement NPS Brands 52

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Customers

Gainsight

DECEMBER 22, 2021

[Caveat emptor: I write this to share gratitude, but I also recognize that I am very fortunate in so many ways; many people are struggling.]. Like many people, I am a creature of routine and habit. I have the same lunch every day (plain oatmeal with blueberries). I try to go to bed by 10 pm and wake up by 6 am every day. I play golf every Saturday morning.

Entertainment 52

Entertainment Measurement Meeting Travel 52

Zonka Feedback

DECEMBER 22, 2021

Common feedback survey distribution methods, such as email, SMS, web link, mobile app, website, etc., have been around for a while. But businesses are now increasingly using QR code surveys to collect feedback on the go and bridge the gap between the physical and digital worlds.

Feedback 52

Feedback Survey Management 52

Centercode

DECEMBER 22, 2021

After 2020 and a year defined by upheaval, 2021 has been all about recovery and progress: shedding what doesn't work, strengthening what does, and reimagining possibilities in a world with a new outlook and new demands for the future.

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Zonka Feedback

DECEMBER 22, 2021

Today, almost every business owner is associated directly or indirectly with customer feedback to improve products, services, or enhance other business areas. SaaS organizations or digital service providers like ecommerce store owners seek feedback directly not only to optimize their digital services but also to enhance users’ web experience. Thus, businesses have started setting up NPS surveys on their website and seeking feedback directly to learn nooks and crannies on the website and optimize

NPS 52

NPS Ecommerce How To User Experience 52

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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

Centercode

DECEMBER 22, 2021

The end of the year can mean a lot of things. While at home it's about decorating, cooking mountains of food, or reuniting with loved ones, the end of the work year is about looking back at everything you've accomplished — and looking forward to what's around the corner.

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Zonka Feedback

DECEMBER 22, 2021

Net Promoter Score is the industry standard for measuring customers’ loyalty to your brand. It determines whether customers are likely to do business with you again and also talk positively about your brand among others. NPS is considered the most important customer experience metric because a customer who is willing to promote a brand has a lifetime value that is 600%-1400% higher than the one who is not.

Net Promoter Score 52

Net Promoter Score NPS Measurement Metrics 52

CustomerSuccessBox

DECEMBER 22, 2021

Quarterly Business Review (QBRs) are important touchpoints between you and your customers. If done right, they present an excellent opportunity for you to prove your commitments towards your customer’s success. Since Executive Sponsor is the ultimate decision-maker who signs the deck, it becomes more powerful if you’re able to make him attend. However, Most often the onus lies on the shoulder of the Customer Success Manager (CSM) to get the Executive Sponsor to attend the meeting.

How To 52

How To Meeting B2B Study 52

Think Customers

DECEMBER 22, 2021

In the face of the Great Resignation, industries across every sector are faced with a harsh reality: give your employees a healthy and productive work environment or they will leave you. And the contact center industry is not exempt. With several outsourcing contact centers in 2021 reporting training class rates as low as 20% and above average stress levels , it’s no longer a question of how does the industry recruit quality employees, but how does it retain them?

Contact Center 52

Contact Center Strategy Self Service Training 52

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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

Vanilla Forums

DECEMBER 22, 2021

They say you never know what a new year is going to bring; this has never rung truer for the team here at Vanilla Forums. Not too far into the year for us, we were acquired by Higher Logic. I’ve been through my fair share of software acquisitions, and if you have also then you’ll know it can often bring a certain degree of uncertainty to the future and direction of the product.

Software 52

Software 52

Forrester's Customer Insights

DECEMBER 22, 2021

Gen Z schools America once again. 23-year old Peter McIndoe from Memphis started a movement that went viral: Birds Aren’t Real. The movement propagated a conspiracy theory that the US government replaced all birds with drones sent to spy on its citizens. The movement drew thousands of followers, including 75K on Twitter, 360K on Instagram, […].

Government 49

Government Advertising B2C Brands 49

CustomerSuccessBox

DECEMBER 22, 2021

CustomerSuccessBox is aware of ongoing security issues related to open-source Apache “Log4j2”. We know that you rely on CustomerSuccessBox security measures for your data confidentiality, integrity and availability. Once this vulnerability became aware of this vulnerability, CustomerSuccessBox began an internal review of all our software and infrastructure to determine potential impact.

Software 52

Software System Tools Measurement 52

Forrester's Customer Insights

DECEMBER 22, 2021

When did you join Forrester? I began my latest career adventure with Forrester in November, 2021. The Forrester “Bold at Work” values will be core drivers for my research with the intent of enabling clients and technology vendors to also be “bold at work”. Together, we’ll accomplish great things. I have always focused on delivering […].

Technology 49

Technology Meeting Analysis Data 49

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

UserIQ

DECEMBER 22, 2021

Any health score dashboard will tell you when an account's score goes up or down.

Trends 52

Trends 52

Knowmax

DECEMBER 22, 2021

5 Benefits of a customer-facing knowledge base tools.

Knowledge Base 52

Knowledge Base Tools Customers System 52

SmartKarrot

DECEMBER 22, 2021

As digital transformation accelerated in 2020-2021, companies have invested heavily in their customer success (CS) teams. For example, more than 50% during the pandemic have a mature CS function, older than three years, and companies brought a sharper focus on retention, adoption & expanding segments where the churn rate was lower. However, there’s also a shift in CS priorities as we move forward and the SaaS landscape evolves.

Customer Success 19

Customer Success Leadership B2B Software 19

Pink Guava

DECEMBER 22, 2021

Success and Growth in 2022 through "Empathy" The year 2021 is drawing to a close. In retrospect, 2021 had been the year of reckoning as we were dealing with living with the pandemic. Vaccination and work started opening, but many dynamics have changed. Health is a priority, and we started embracing technology more. Digital learning, business, marketing, connecting with peers, customers, and employees have undergone a shift with the pandemic.

Customer Journeys 17

Customer Journeys Culture Connections Customer Relationship Management 17

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Training

SmartKarrot

DECEMBER 22, 2021

Every prospect today expects the salespeople to be well-informed about their needs and demands. . Nothing is more irritating than answering 20 discovery call questions and wondering if you will ever see your requested demo. . This is where sellers do make the colossal mistake of asking a bundle of discovery questions. The reason is their prospects consider them as a bunch of fools who do not know much about their business.

B2B 10

B2B Sales Software Advertising 10

SmartKarrot

DECEMBER 22, 2021

Role: Director of Customer Experience Location: Boulder, CO, US Organization: Red Dot Storage As a Director of Customer Experience, you will oversee strategy for enhancing the customer experience across all touchpoints on the customer journey. Develop and maintain a customer experience roadmap for all Red Dot customers that has measurable success metrics.

Customer Success 3

Customer Success Roadmap Touchpoint Metrics 3