Tue.Sep 10, 2019

Customer Self Service – What the Future Holds


More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason.

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The Key to Cultivating Loyalty Part 2: Designing Great Experiences


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How to Proactively Engage Clients and Automate Your High Touch Service – A Success Story


How to Pro actively Engage Clients and Automate Your High Touch Service – A Success Story . MineralTree is a payment platform that helps thousands of business automate their invoice-to-pay process.

Why Measuring Employee Experience Builds a Better Customer Experience


Customer experience (CX) is often driven by one seemingly universal edict: The customer is always right. But forward-thinking companies are gathering data about what actually pleases customers—and it turns out employees’ own happiness is an integral factor. InMoment’s own CX Trends research found employees are the single largest factor in making or breaking the customer experience.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Charging for Customer Success Services | How to develop your monetized services strategy without increasing churn

CSM Practice

Customer Success is key to customer satisfaction, account expansion, and advocacy. To drive these outcomes, many startup SaaS companies readily provide customer success related services for free, especially at an early stage when every customer counts the most.

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The Employee Experience is Crucial to a Successful Patient Experience


Employee Experience and Patient Experience Go Hand-in-hand Let’s be clear: I love my job. Truly. In fact, I’m one of those people who truly enjoys going to work. Sickening? Perhaps. But hang on…here comes the punch line: it’s been A WEEK.

Acknowledge the Customer: Set the Tone with Your Greeting

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

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3 Principles to Get Your Customer Experience “Stop Doing” List Started

Experience Investigators by 360Connext

Ever hear of a “stop doing” list? Stop doing” lists have become especially popular in recent years. If you’re not familiar, the concept is simple: We all have things on our To-Do list that we really ought to be delegating, ignoring, or ceasing to work on. .

Episode 65 – Remember the Customer in Your CX Work

Kristina Evey

Shownotes… You have the best of intentions in providing a product or service your customers will be happy with. Remember … Read More Episode 65 – Remember the Customer in Your CX Work. The post Episode 65 – Remember the Customer in Your CX Work appeared first on Kristina Evey. customer feedback Journey Mapping Perception Podcasting Strategy

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Amazing Business Radio with Steve Farber


Love in Business. Doing What You Love in the Service of Customers Who Love What You Do. Shep Hyken interviews Steve Farber. They discuss how to implement love into every aspect of your business to drive customer success.

Customer Satisfaction Continues Declining

Beyond Philosophy

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK.

How to Calculate Customer Lifetime Value


To succeed as a subscription or recurring revenue enterprise, you need to adopt a customer-centered approach. Instead of focusing just on the acquisition of new business, you have to prioritize retaining and nurturing existing customers.

10 Chat Support Job Responsibilities: What You Need to Know About Providing Live Chat Support to Your Customers


Mobile devices have changed consumer’s daily habits. Millennials spend an average of 5.7 hours on mobile devices with Generation Z averaging 11 hours according to ZDNet. Mobile devices are used for media consumption, communication, and entertainment.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

It’s back to school with IUPUI partnership


CustomerCount® has been named as an Industry Partner for the Computer Science Industry Partnership Program (CSIPP), which is part of IUPUI’s Department of Computer and Information Science in the Purdue School of Science. Continue reading → The post It’s back to school with IUPUI partnership appeared first on CustomerCount. Press Releases Computer Science CSIPP IUPUI Purdue School of Science

Unlock the True Value of Your Business Relationships


Vincent Manlapaz, in an interview with Steve Tran (VP Customer Success at DemandStar), talks about the importance of treating your customers like an extension of your family. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Creating a Social Analytics Lookback for Future Planning


What went well (and not-so-well) last quarter – or even last year? Creating a social analytics lookback informs future planning. And it helps brands learn from challenges, repeat successes and continue to grow in this ultra-competitive online environment.

4 Feedback Disciplines All Product Managers Should Know


Back in the day, there were fewer formalized types of customer feedback. Product managers would wait weeks or even months for feedback to trickle in once the product was on the market. But in today’s complex, heavily software-focused landscape, it’s unrealistic to wait so long.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

[Podcast] “How to Effectively Respond to Change” with Lior Arussy


Check out VoiceAmerica ‘s new episode, “How to Effectively Respond to Change,” featuring Strativity founder Lior Arussy on the importance of change resilience.

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Everything You Need To Know About Call Center Outsourcing

Magellan Solutions

Outsourcing a call center is a promising idea, especially if you want to lower costs. Once a taboo subject, outsourcing is now the status quo. But there’s more to outsourcing than meets the eye. This guide will help you in selecting a provider that fits your budget and preferences.

Are You Ready For AI And Automation?

Forrester's Customer Insights

The Future of work is a constellation of innovations that address new or accelerating challenges for companies that aim to be customer-obsessed.

10 Ways the Right Banking Software Creates a Better Customer Experience


These days, it’s hard to find people who don’t use advanced technology. Everyone is on their smartphone daily. Businesses of all industries have learned to take advantage of global digital connectivity. When it comes to banking solutions, there’s no exception.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Cameras And Displays Sell Phones; Services Create Sticky Customers

Forrester's Customer Insights

Apple held its annual fall product event in Cupertino, CA this morning. Apple continued to put forth exciting products AND services that will differentiate it from its obvious competition. age of the customer Apple consumer mobile devices

Superpowers for Supervisors (and All Your Back-End Teams)


Customer Experience (CX) software updates are often focused on improving the end-user experience or agent experience. Which means support team supervisors, administrators, and content managers are often a distant afterthought. This isn’t one of those updates. Bold360’s latest release brings superpowers to supervisors, admins, and content managers through enhancements that make work easier for these behind-the-scenes teams.

How To Incorporate AI Into Your 2020 Healthcare Strategy

Forrester's Customer Insights

With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months.

B2B vs B2C: Different Approaches In Online Sales and Marketing

Smarter CX

Comparing B2B vs B2C online sales and marketing can at first seem merely like a difference in scale. Tempting as it is to view a consumer-based campaign as a scaled-up business-to-business strategy — or vice-versa — the reality is that it’s not the number of customers that informs key elements of a plan, but rather who is being sold to, what their expectations are, and the service levels they expect. What are the most important differences between B2B and B2C?

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Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.