CSM Magazine
OCTOBER 11, 2021
In January 2018, I joined Insite Energy to help lead a strategic customer service transformation. In this article, I will share some of the important lessons I have learned that will help maintain long-term excellence. At Insite Energy we provide heat metering, billing and payment services to landlords operating heat networks, providing a help-desk for residents of around 27,000 UK properties.
InMoment XI
OCTOBER 11, 2021
People are power when it comes to business. And taking the time to understand employee thoughts, feelings, and feedback can be a game changer. After all, your employees are the ones keeping the wheel running. And if they don’t feel supported in their goals, employees are three times more likely to be job hunting. A successful employee experience (EX) program, then, must be at the top of your priority chain—and a successful EX program is one that allows employees to remain anonymous.
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Lumoa
OCTOBER 11, 2021
Lumoa ja Futurelab Finland yhteistyöhön: Tekoäly tukemaan asiakaskokemuksen kokonaisvaltaista kehitystä Suomalainen pitkän linjan asiakaskokemuksen strateginen kehittäjä, Futurelab Finland ja suomalainen tekoälyyn perustuva asiakaskokemuksen mittaus ja kehitysalusta Lumoa ovat sopineet yhteistyöstä. Yhteistyön myötä Futurelab Finlandin asiakasprojekteissa voidaan tehokkaasti hyödyntää Lumoan alusta kehityskohteiden tunnistamisessa ja systemaattisen kehittämisen tukena. ”Olemme hyvin iloisia uude
Kerry Bodine
OCTOBER 11, 2021
As I looked at Comparably’s recent ranking of the 100 companies with the happiest employees in 2021, something struck me: In one way or another, many of top-scoring companies have a strong focus on customer experience. Top ten winners in the large company category include: Peloton and Zoom , two companies known for their customer obsession (which, as a customer, I can personally attest to myself); Marketing software companies Adobe and Hubspot (which have both positioned themselves at providing
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.
Totango
OCTOBER 11, 2021
Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding. One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Zonka Feedback
OCTOBER 11, 2021
Customer Experience is a determining factor to the sustained growth of any business. A remarkable customer experience encourages brand advocacy, promotes customer loyalty, retains customers, improves customer acquisition rate, and reduces churn.
Blueshift
OCTOBER 11, 2021
The holidays are a hectic time for most of us: deadlines to meet, the weather to fend off, and the general buzz of chaos that surrounds November and December. As consumers, we’re all trying to cross off each item on our shopping lists. The post Using AI Marketing to Capture the Attention of Holiday Shoppers appeared first on Blueshift.
Kapta Customer Success
OCTOBER 11, 2021
Key account management , or KAM, is one of the most valuable developments in account management to have emerged in the last 20 years. It is a process in which to build and maintain relationships with your most critical accounts. When implemented properly, KAM can help organizations build strong, long-lasting relationships with the customers that matter most.
delighted
OCTOBER 11, 2021
This post is by Karl Barksdale, Customer Concierge at Delighted. If a survey doesn’t instantly communicate its purpose, isn’t from a trusted source, or seems trivial, it will be ignored. This is the conventional wisdom. But here’s another obvious point: Many respondents simply skim-read surveys. Furthermore, there are indications that skim-reading is becoming more prevalent.
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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.
Feedbackly
OCTOBER 11, 2021
Whether you are a start-up or established business, attracting new leads and customers will remain a top priority in order to propel growth. But.
Totango
OCTOBER 11, 2021
Knowing what is driving customer adoption provides the information you can use to boost retention. Let’s look at three of the biggest keys. Continuous Onboarding. One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption.
ShepHyken
OCTOBER 11, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. (Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed.
Inbenta
OCTOBER 11, 2021
Contents: – What Is A Conversational User Interface (CUI)? – Define Your Chatbot Goals. – Keep Conversation Quality and Flow in Mind. – Take Care of Your Chatbot Branding . – Test Again and Again, Both Pre-Launch, and Post-Launch. – Go Forth and Chat. All humans are conversationalists at heart. We’re at our best when we’re interacting, whether it be with family, colleagues, or even machines. .
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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.
Uplight
OCTOBER 11, 2021
Our Moms of Uplight Employee Resource Group (ERG) is a space where members support one another, validate the challenges unique to working moms, and brainstorm solutions. The groups’ objectives include influencing and advocating for how Uplight can become a destination employer for moms, attracting and retaining moms and prospective moms, and ensuring working moms are Read More.
Happy or Not
OCTOBER 11, 2021
Last week’s October 5th was the annual international Customer Experience Day. While CX Day will come and go, keeping your customers happy year round is the pillar of customer retention and supports that your CX efforts will be successful. . Your best customer is the one who keeps coming back to you. It’s hardly a new concept, but is worth remembering.
Doing CX Right
OCTOBER 11, 2021
Darren Prince, author of Aiming High, has achieved fame, monetary success, & deep lows from drug addiction. Listen & apply to lessons learned. The post Aiming High – Mental Health & Business Impacts appeared first on Doing CX Right.
CSM Magazine
OCTOBER 11, 2021
The marketing game is rather complex and there are different types of marketing you can choose from. Online store owners opt for eCommerce marketing, which allows you to market your products to a wide audience. But if you want to have a successful and cost-efficient campaign, you need to use specific customer targeting. Being customer centric means taking your customers into consideration when making any business decision.
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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,
CXApp
OCTOBER 11, 2021
For many organizations, return to work timelines are spotty at best. Yeah, the big comeback is on the horizon but right now it tends to carry a general “soon” deadline. There are several reasons for it, including the new and evolved state of the workplace which prioritizes flex-work and remote access.
CustomerSuccessBox
OCTOBER 11, 2021
You may have come across situations where your customers no longer want to work with you. A root problem might be that they never gained business value from your product. Why is that? Did they implement it poorly? A lot of questions come right knocking at you. Let us see why retention is important and how to retain customers who are on the brink of churning.
Amplifai Coaching Category
OCTOBER 11, 2021
Dallas Innovate's David Kirkpatrick writes about our recent seed funding and uncovers how AmplifAI is making people better!
CustomerSuccessBox
OCTOBER 11, 2021
The General Social Survey asked, “What percent of people are trustworthy?” The average response was 30%. But when they asked, “What percent of people t hat you know are trustworthy?” The average response was 70%. Simply knowing leads to trust. As a Customer Success Manager, you want your customers to trust you and this is where Customer Rapport plays a big role.
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.
Amplifai Coaching Category
OCTOBER 11, 2021
Check out the story on our recent funding covered by Brian Womack at the Dallas Business Journal!
Upwave
OCTOBER 11, 2021
The mere mention of mid-campaign reporting and optimization should come with a dose of ibuprofen. Mid-flight insights have long been a headache in the industry, largely because brand marketers haven’t. The post How Upwave makes Mid-Campaign Reporting Easy appeared first on Upwave.
Qualtrics
OCTOBER 11, 2021
Launch breakthrough products and services leveraging the best-in-class market research platform — DesignXM. Find out more about the new tools and capabilities that we’ve added to help you create incredible experiences on the platform. As prospects, customers, and employees have more choices than ever before, many organizations are positioning experiences as a brand differentiator in an over-saturated marketplace.
Forrester's Customer Insights
OCTOBER 11, 2021
When Valve Software had to deal with consumers hacking into the encrypted software of its popular game “Half-Life,” the company took a bold, overt decision to release the code to the community. The result? A rapid-fire exchange of ideas, iterations, and crowdsourcing that led to the creation of “Counter-Strike,” which became one of the most […].
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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.
SmartKarrot
OCTOBER 11, 2021
Role: Head Of Client Success Location: Sydney, New South Wales, Australia Organization: Liven As a Head Of Client Success, you will guide, develop and lead the Client Success team to achieve quarterly objectives and key results. Manage and grow existing relationships of Liven’s key enterprise accounts. Proactively work with brands and grow out account size and transacting volume and value.
Forrester's Customer Insights
OCTOBER 11, 2021
The EU has committed to becoming the first climate-neutral bloc in the world by 2050 and has adopted a slew of regulation to support this transition.
Think Customers
OCTOBER 11, 2021
The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS) metrics have long been invaluable tools in the industry, but it’s critical to recognize that these metrics on their own cannot improve customer experi
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