Tue.Oct 11, 2022

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The CX Buy-in Magic Question

Seaton CX

It’s 1:13pm on Wednesday. Brad, the new hire, knocks hesitantly on your office door. His voice is shaky. “Do you have a minute? I could use your advice on something…”. You know it’s never a minute. Not when he looks like a neglected little puppy bringing you a tennis ball. This could take all afternoon. And you have so much work to do. You glance at the 239 unread emails in your inbox.

Meeting 75
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A Guide to Building Effective Product Feedback Loop

Zonka Feedback

Product Feedback is anything your customers tell about your product based on their experience with your product. It can be a simple comment like “Amazing! It’s super easy to use!” and also be a long testimonial or a long email complaining about a bug or poor interface.

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Building an Inclusive Community – Marvel Edition

ModSquad

If you told someone in 2006 that you’d be seeing a major superhero movie every year, binging multiple TV spin-offs, and waiting with bated breath for the newest Marvel commercial during the Big Game, they’d probably laugh at you. Fast forward to now, and you have everything from casual viewers to die-hard superfans coming together for a mixed multimedia experience.

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33 Pre, During & Post Meeting Survey Questions to Measure Success

Zonka Feedback

Your team's productivity, morale, and development are all impacted greatly by the quality of your meetings. Measuring and monitoring the success of your meetings can provide you with the confidence that you're making progress toward your objectives. Conducting surveys is a tried-and-true method for learning their opinions. A well-designed survey through a reliable survey software can yield invaluable insights, while a poorly executed one will just frustrate participants.

Meeting 98
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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?

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Revealed: Why You Should Invest More in Your Existing Clients on Black Friday and Cyber Monday

Optimove

Investing in your existing (also known as repeat) customers on Black Friday and Cyber Monday will be a joy for both of you. Why, you ask? Just in time for peak shopping season, we checked customer purchase behavior from last year’s holiday/peak shopping period to predict how customers will behave this year during Black Friday and Cyber Monday. . Simply put, Strategic Services’ in-depth research into how existing and new customers behave shows that prioritizing resources to create the best

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A moment of truth for entrepreneurs

Zeisler Consulting

I recently wrote about how some brands don’t really listen to their Customers when they develop new functions, features, and even new products, and how frustrating that can be. That’s often because a brand feels so comfortable and strong that they don’t really need to listen. “We know what our Customers want, we’ve been doing this for years,” they seem to be saying.

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Amazing Business Radio: Temy Mancusi-Ungaro

ShepHyken

Creating Employee Morale Through Gifting. How Happy Employees Translate Into Happier Customers. Shep Hyken interviews Temy Mancusi-Ungaro, Chief Executive Officer of Reachdesk , a global data-driven gifting platform that helps teams send gifts at a large scale and measure their impact. He shares how companies can use gifts to create employee morale, nurture team connections, and ensure employee retention.

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3 need-to-knows about B2B segmentation and how it differs from B2C

Perceptive

While there are no blanket rules when it comes to segmentation, it’s important to note how market and customer segmentation can differ depending on the type of buyer your product or service appeals to, especially if you’re a business that sells to other businesses.

B2C 72
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CX job vacancy of the week: Citizen Housing

My Customer

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 12th Oct 2022. By Rhys Fisher Staff Writer.

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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.

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How to Recession-Proof Your Marketing Strategy

Influitive

Last month, the Influitive leadership team kicked off our first ever Recession Proof Marketing (RPM) event in Boston. We brought together some customer marketing executives to brainstorm how today’s marketing teams can drive profitability in or out of a recession environment. “You need like-minded marketers [and] executives that are trying to solve big problems around […].

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This Is Digital, Episode 1: The internet’s role in the rebirth of Taco Bell’s Mexican Pizza

West Monroe

Subscribe. Spotify. Apple Podcasts. Google Podcasts. iHeart. Stitcher. Pandora. Group Copy. Created with Sketch. Created with Lunacy. Twitter icon. Created with Lunacy. printer copy. Created with Sketch. powered by Sounder. About the episode. Taco Bell was a traditional QSR brand until CEO Mark King led it down the path of digital transformation. Find out why Taco Bell wants to become a 100% digitally led consumer brand – and what digital has done for its bottom line.

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Prevent Burnout in the Workplace: 6 Effective Ways to Deal with Stress

Helpware

High levels of workplace stress have left many seeking advice on how to prevent burnout. Feeling anxious about deadlines, presentations, or a busy schedule every so often is normal and can positively drive us to perform well. However, when stressors in the workplace are negative, constantly overwhelming, and inadequately managed, they can affect your emotional, physical, and mental well-being.

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Case study: How Zapier uses inSided for P2P Support and Unlimited Subject Matter Expertise 

inSided

When workflow automation company Zapier was implementing community into its organization, it wasn’t only to engage with its customers but also its 100% remote team. We spoke to Jillian Bejtlich, Director of Self-Serve Customer Experience at Zapier about how community became the glue to get people together for peer-to-peer support and inspiration.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Ascensos Implements Iris Clarity’s Cutting-Edge Voice Isolation Software to Eliminate Background Noise on Customer Calls

CSM Magazine

Europe’s leading independent customer management services provider will deploy IRIS Clarity’s voice isolation software across its contact centre estate. Ascensos , Europe’s leading customer management outsourcer representing world-class brands, has partnered with IRIS Audio Technologies , the team behind the AI-powered voice isolation app IRIS Clarity.

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Three Lessons on Efficiency From the 2022 Gartner® Market Guide for Customer Success Management Platforms

Gainsight

As the technology market enters a new phase, SaaS leaders face a challenge: how to grow their businesses efficiently. The answer? A well-oiled customer success (CS) machine that drives Net Revenue Retention (NRR). . SaaS organizations must align their teams around customer outcomes, and scale their CS team’s efforts with the utmost efficiency. To do this, CS leaders should operationalize CSM motions through a robust customer success management platform. .

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7 Winning Strategies to Tackle Call Avoidance in a Call Center

NobelBiz

Call Avoidance hurts call center performance, leads to a staggering number of complaints, reduces customer satisfaction, and brings in more angry consumers than before. How do you deal with call avoidance? How can you ensure a perfect balance between customer satisfaction and agent experience? Here are 7 ways to do it! The post 7 Winning Strategies to Tackle Call Avoidance in a Call Center appeared first on NobelBiz®.

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The 5 Stage Retail Customer Journey

Genroe

The 5 Stages in the Retail Customer Journey - what they are, how to measure and use them. The post The 5 Stage Retail Customer Journey appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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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.

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AT&T Works with Interactions to Help Deliver Highly Secure, Efficient Customer Experiences

Interactions

Interactions industry-leading conversational AI anticipates, redacts and protects personal information in real time to facilitate secure customer experiences. Franklin, Mass. — October 11, 2022 — AT&T and Interactions have renewed their collaboration to address a growing need in the customer service industry: providing efficient, highly secure customer experiences.

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This is Digital, Episode 2: The difference between machine thinking and human thinking

West Monroe

Subscribe. Spotify. Apple Podcasts. Google Podcasts. iHeart. Stitcher. Pandora. Group Copy. Created with Sketch. Created with Lunacy. Twitter icon. Created with Lunacy. printer copy. Created with Sketch. powered by Sounder. About the episode. Join host Rissa Reddan as she interviews John Sviokla, former Harvard professor and author of The Self-made Billionaire Effect: How Extreme Producers Create Massive Value.

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Duped 6 Ways Cannabis Marketers Can Grow Customers with AI

Blueshift

This year marks the 10th anniversary of Colorado Amendment 64, legalizing cannabis for recreational use. Since then, multiple other states have legalized or decriminalized the use of recreational cannabis, opening the market to new consumers and the introduction of new weed-derived products. By 2025, the total annual market for cannabis in the US is expected to balloon to $45.8 billion, according to cannabis research company Headset.

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Building A Customer-Centric, Cross-Functional, And Flexible Digital Team

Forrester's Customer Insights

Building a digital team that can achieve pressing priorities requires flexibility and cross-functional collaboration. Learn more.

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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

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Oct 11 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Atlanta, GA, US Organization: hireneXus As a Director of Customer Success, you will optimize each portfolio company customer journey and experience, providing each with a professional and comprehensive Customer Journey Map. Help with the organizational design of consequential departments to ensure we are properly staffed to make the vision come to life.

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Meet Two Schrödinger’s Cats, Web3 And The Metaverse, At Technology & Innovation APAC In Sydney

Forrester's Customer Insights

This Technology & Innovation APAC, come listen to Sam Higgins and I talk about two Schrödinger’s cats in today’s tech ecosystem. First up: Web3. Some believe that Web3 will change the World Wide Web as we know it by giving users more control over their data and identities, ushering in better incentive structures for creators […].

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6 Primary Challenges That Key Account Managers Face

SmartKarrot

All your client accounts are not created equal. And a smaller proportion of these accounts probably bring in the most money for your company. As a result, you must pay close attention to these key accounts to maintain and possibly even increase the revenue your business can produce. For this reason, you require a key account management process. . CEOs (Chief Executive Officer) and chief sales officers place a high priority on key account programs.

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Outexecute When You Can’t Outspend: How To Compete With Amazon In Paid Search

Forrester's Customer Insights

Given Amazon's dominance, competing with it in the Google Ads auction is uniquely challenging. But companies can use a strategic approach to make gains.

How To 26
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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Automate classification of IT service requests with an Amazon Comprehend custom classifier

AWS Machine Learning

Enterprises often deal with large volumes of IT service requests. Traditionally, the burden is put on the requester to choose the correct category for every issue. A manual error or misclassification of a ticket usually means a delay in resolving the IT service request. This can result in reduced productivity, a decrease in customer satisfaction, an impact to service level agreements (SLAs), and broader operational impacts.

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Meet The New Analyst Covering Enterprise Transformation

Forrester's Customer Insights

Meet Manuel Geitz, the new analyst covering Enterprise Transformation, Innovation and Strategy. His core interest is in the execution of change.

Meeting 26