Totango

AUGUST 29, 2019

Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them. When you retain a customer, you’ve won a valuable patron who will be far likelier to want future sales or try new products. .

Customer Retention 87

Customer Retention Strategy Customer Journeys Customer Centricity 87

Customercount

AUGUST 29, 2019

By John Heffernan, EVC Marketing and CustomerCount WRAP Partner What is customer feedback? At its simplest level, customer feedback is authenticated and continuous measurement and reporting of customer experience in order to manage. What is negative feedback? Some may say … Continue reading → The post How to manage negative customer feedback appeared first on CustomerCount.

Feedback 70

Feedback Management How To Measurement 70

ChurnZero

AUGUST 29, 2019

How to Increase Your CS Team’s Efficiencies and Reduce Client Onboarding Time – A Success Story. Inflow Communications is one of the nation’s top Unified Communications and Contact Center providers. As a pioneer in contact center and customer experience technologies, Inflow Communications provides training and consulting to hundreds of customers around the world. .

Effort Score 49

Effort Score How To Contact Center Case Study 49

NetBase

AUGUST 29, 2019

Every brand has to worry over staying relevant with today’s fickle and digitally distracted consumers. So, uncovering ways to extend a brand’s shelf life are essential – and readily available, thanks to social listening. And it doesn’t require a full reimagining of a brand, but staying open to that possibility is wise! It should follow the relevant audience insight.

Brands 56

Brands Trends Fashion Case Study 56

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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

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. Published on: August 29, 2019. Author: Pascal Gauvrit - CTO As the Summer holidays come to an end, and as customer service teams prepare for the peak Christmas season , it’s the perfect time to highlight the importance of service and experience to business success.

Self Service 67

Self Service Brands Customer Service Consumers 67

dscout People Nerds

AUGUST 29, 2019

If you want see your participants up close and in-context—diary studies should be a part of your methodological toolkit. Here’s how to run one with fewer hiccups and more impact. .

Study 88

Study How To 88

Myra Golden

AUGUST 29, 2019

You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news. I’m sharing three tactics from my handling demanding customers workshops to help you assertively (and politely) control challenging interactions with customers

Video 71

Video Communication Training Customers 71

dscout People Nerds

AUGUST 29, 2019

TED’s Thaniya Keereepart on the right way to ask “why” and the moments that reframe the way we think about our impact.

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Integrity Solutions

AUGUST 29, 2019

“Success is more an issue of who you are than what you know.”. By Mike Esterday. That’s one of many enduring quotes from our friend Ron Willingham, who founded Integrity Solutions in 1968. Ron was instrumental in shaping an approach to sales training (and later, coaching) focused on building both skillset and mindset. I’ve been reflecting on Ron’s legacy quite a bit recently, after receiving the sad news that he passed away on August 6 th.

Training 70

Training Leadership Course Sales 70

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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

FiveStars

AUGUST 29, 2019

Customer loyalty is immensely important to small businesses that are building their brand. Acquiring new customers is more costly than retaining old ones, and having insight into what your regular customers like about your business is one of the keys to scaling. One way to encourage customer loyalty is to build a robust customer loyalty […]. The post How to Pick the Best Customer Loyalty Program For Your Small Business appeared first on Fivestars Insights.

Loyalty Programs 66

Loyalty Programs Loyalty How To Customers 66

Influitive

AUGUST 29, 2019

Part of what makes someone an exceptional online community manager is the ability to pinpoint exactly what resonates with members and pivot when you’re not offering what they’re looking for. In the two years that he’s been running Webroot’s customer advocate community, Senior Communications Manager, Drew Frey, has become well-acquainted with this fact.

Communication 61

Communication Management Case Study Company 61

datastax

AUGUST 29, 2019

Your data, by itself, isn’t scary. You need it to make the best decisions. There’s just one problem, and it’s a big one: Unscrupulous actors want your data, too. In the age of data breaches , far too many organizations have found out the hard way how dangerous unsecured databases can be. Target paid $162 million after their systems were breached in 2013.

Data 60

Data Policies System Strategy 60

Oracle

AUGUST 29, 2019

Generation Z might be the youngest group of consumers, but they’re also the generation that’s paying the most attention to customer experience, says the “ One Size Doesn’t Fit All ” research study by Oracle in partnership with Jeanne Bliss. So, what’s really driving these young consumers? Here are the 3 expectations brands need to consider when targeting their youngest customers.

Ecommerce 54

Ecommerce Study Consumers Retail 54

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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

MyCustomer

AUGUST 29, 2019

Download this Report. Lead goal. 150. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

Technology 50

Technology Trends Resources Report 50

Influitive

AUGUST 29, 2019

Part of what makes someone an exceptional online community manager is the ability to pinpoint exactly what resonates with members and pivot when you’re not offering what they’re looking for. In the two years that he’s been running Webroot’s customer advocate community, Senior Communications Manager, Drew Frey, has become well-acquainted with this fact.

Communication 49

Communication Management Case Study Study 49

Forrester's Customer Insights

AUGUST 29, 2019

Forrester expects global social advertising spend to reach $165.6 billion in 2023, up from $75 billion in 2018 — a CAGR of 17.1%. Asia Pacific and the rest of world will grow fastest, capturing the US and Europe’s share of global social advertising spend. Asia Pacific’s share of global spend will increase from 30% in […].

Advertising 50

Advertising Social Media Marketing Customers 50

Connective DX

AUGUST 29, 2019

Julie Donovan Posted on: August 29, 2019. In Design. Subscribe Share. One of Connective DX’s guiding principles is that the best digital experiences are human experiences. To this end, our experience design team collaborates in ways to ensure that our clients achieve create delightful, yet human , digital experiences for their customers. Check out the video below to hear how our VP of Experience Design Colin O’Neill describes how his team operates.

Healthcare 40

Healthcare Conference User Experience Connections 40

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

Forrester's Customer Insights

AUGUST 29, 2019

All managers understand that both recruiting top talent as well as crafting a winning team and company culture is crucial to high performance. However, 22% of security decision makers note their team being understaffed as one of their biggest security challenges. A further 20% list the unavailability of employees with the right skills as one […].

Culture 50

Culture Management Company Customers 50

CSM Magazine

AUGUST 29, 2019

The customer service department is amid a crucial transition from “just a cost-center” to customer-centric strategy driver. However, there are two key strategy changes leaders are simply not delivering on. As a leader, you must ask yourself: Are my strategies helping or hindering my team’s success? Don’t chance it! Join Incite’s must-attend webinar, “Barriers to Delivering the Ultimate Customer Experience” (Sept 4, 10AM EST) and make sure it’s the former.

Strategy 40

Strategy Customer Centricity Innovation Customer Expectations 40

SMG CX

AUGUST 29, 2019

From restaurant and retail to c-store, healthcare, and every industry in between, it’s rare to find a customer experience that isn’t touched by technology. And this digital omnipresence means brands that aren’t willing to adapt and evolve with customer expectations run the risk of being left behind.

Customer Expectations 40

Customer Expectations Customer Experience Healthcare Retail 40

Forrester's Customer Insights

AUGUST 29, 2019

With a population of over half a billion and two countries that rank among the world’s 15 largest economies, Latin America is firmly on the radar of digital business executives looking to expand their digital offerings. In a recent report, Forrester covers regional and country-level eCommerce trends in the six largest economies in Latin America: […].

Ecommerce 44

Ecommerce Trends Report Retail 44

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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

MyCustomer

AUGUST 29, 2019

Loyalty. Five must-read books to improve your CX skills.

Customer Experience 62

Customer Experience Loyalty Customers 62

Forrester's Customer Insights

AUGUST 29, 2019

You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it … deliver value to customers? …meet short-term and long-term organizational goals? … help improve employee experience? … shine in make-or-break moments? … flow well for the customer?

Measurement 43

Measurement Employee Experience Customer Journeys Meeting 43

Connective DX

AUGUST 29, 2019

Our VP of Experience Design, Colin O’Neill, describes how we help clients create delightful digital experiences for their customers.

Customer Experience 40

Customer Experience Customers 40

Forrester's Customer Insights

AUGUST 29, 2019

Yesterday Temenos announced its acquisition of US vendor Kony. Both Kony and Temenos are Leaders in the recent Forrester Wave: Digital Banking Engagement Platforms Q3 2019. This acquisition adds Kony Quantum, a low code development platform, and Kony DBX to Temenos’s digital front-end product portfolio. Kony DBX is a digital banking engagement platform (DBEP), a […].

Banking 41

Banking Engagement System Tools 41

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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

Qualtrics

AUGUST 29, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Niamh’s “Why Qualtrics” story. Tell us, Why Qualtrics? Honestly, I found Qualtrics by pure chance, and I didn’t really know what I was getting myself into when I joined. I was a science graduate straight out of college and knew that I didn’t want to sit in a lab for the rest of my life.

Consulting 34

Consulting Technology Employee Experience Innovation 34

Forrester's Customer Insights

AUGUST 29, 2019

You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it … deliver value to customers? …meet short-term and long-term organizational goals? … help improve employee experience? … shine in make-or-break moments? … flow well for the customer?

Measurement 39

Measurement Employee Experience Customer Journeys Meeting 39

Brandwatch CX

AUGUST 29, 2019

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