Gainsight

JUNE 9, 2021

We’ve watched A LOT of streaming TV this past year. Mostly for work, of course. I mean, how else were we supposed to “research” the many parody videos we had to create for Pulse Everywhere? And how else was yours truly supposed to study my personal CEO coach, the one and only “World’s Best Boss,” Michael Scott: Here at Gainsight, we have no shame admitting that we’re total nerds about Customer Success and Product Experience.

Customer Success 52

Customer Success Conference Video Entertainment 52

Customer Bliss

JUNE 9, 2021

“The best way to learn if you can trust somebody is to trust them.”. – Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win.

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Leadership Hospitality Customer relationships Company 288

Uniphore

JUNE 9, 2021

Out with the old, in with the new! With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices.

Engagement 246

Engagement Contact Center How To Metrics 246

NICE inContact

JUNE 9, 2021

By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates. Taking care of customers is as important as ever these days because their expectations are increasing, and loyalty can be fleeting.

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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

ShepHyken

JUNE 9, 2021

Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Before I get into the specifics, remember that when angry customers have their problems managed appropriately, they can become your best customers.

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Customer Service Training Customers Training Customer Service 147

Think Customers

JUNE 9, 2021

Photo credit: Getty Images. Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. More changes are ahead as consumers emerge, ready to spend with high CX expectations. Retailers, however, have a thin margin of error as they recover from 2020. Steve Rowen, managing partner at Retail Systems Research, discussed lessons to be learned from the pandemic and what forward-thinking retailers are doing to position themselves for success.

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Retail Customer Experience Consumers Trends 103

Gainsight

JUNE 9, 2021

Part I-The Morning Session Keynote. Day One of Pulse Everywhere brought with it, once again, a new Pulse experience. Just two years ago (has it really been two years?!), we packed into Moscone Center. The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success.

Entertainment 98

Entertainment Customer Success ROI Trends 98

SurveyGizmo

JUNE 9, 2021

LOUISVILLE, COLORADO, JUNE 9, 2021?–? Alchemer (formerly SurveyGizmo) – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today the hiring of Brandi Vandegriff as CTO. Brandi was previously CTO at KPA where she led their digital transformation and created a fully integrated journey for their more than 10,000 enterprise customers.

Leadership 98

Leadership Customer Centricity NPS Feedback 98

PK

JUNE 9, 2021

In light of the Supreme Court’s recent decision that API interfaces can no longer be copyrighted, companies need to rethink what value their APIs deliver to the customer. Is the […]. The post How to be an effective API Product Manager appeared first on PK.

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Management How To Company Innovation 98

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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

Kustomer

JUNE 9, 2021

A business could be doing everything right, but at some point they will receive a customer complaint. It can be easy to place blame on the customer. They might be rude or have unrealistic expectations. But businesses should see the unsatisfied customer as a growth opportunity. Very few businesses actually know how to handle customer complaints in a manner that is both respectful to the customer and shows them that you care about their business.

Tourism 96

Tourism eBook Exceptional Customer Service Guest Experience 96

dscout People Nerds

JUNE 9, 2021

While doing primary research for every project is ideal—it’s not always realistic. Refine your research question and save time/resources by incorporating secondary research.

Resources 71

Resources 71

One Millimeter Mindset

JUNE 9, 2021

Being professionally valuable to colleagues and clients is an ethical, strategic, and purpose-driven choice. You put the work in to attain those 10,000 hours of mastery. Your value is how you deliver on your professional promise. So why do you feel as though you are constantly justifying your value to others? And why do you feel as though you are (still) perceived as a commodity?

Innovation 66

Innovation Leadership Resources Consulting 66

Playvox

JUNE 9, 2021

Let’s face it. Spreadsheets were made to manage numbers, not to manage people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center.

Management 66

Management Tools Contact Center 66

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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

Happy or Not

JUNE 9, 2021

HappyOrNot (www.happy-or-not.com), the company behind the Smiley-faced instant customer feedback insights solution, relied upon by the likes of Elkjøp, Levi’s Stadium, Autogrill, Good2Go stores, and London Heathrow Airport, announces the […]. The post Global smiley-feedback company HappyOrNot, appoints CFO and three new VP’s to attract US business and accommodate international growth appeared first on HappyOrNot.

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Feedback Company Customers 69

Gainsight

JUNE 9, 2021

Co-Written by An Yan , MBA Candidate at Stanford Graduate School of Business. “What’s the ROI of Customer Success?” This is a question I hear all the time in the Customer Success community. Since CS is still a relatively-young profession, we still own the burden of proof. Of course, my mind often drifts to a thought experiment…. At Gainsight, we have a lens by which to answer this question.

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Comparison ROI Analysis Customer Success 59

AirVote

JUNE 9, 2021

When you think about measuring customer experience and satisfaction, three questions immediately come to mind, “what do I ask my customers”, “when do I ask”, and “how do I present my questions”. Let’s talk about these separately: What do I ask? If you want to measure your relationship with the customer and the long-term customer loyalty to your brand, you can ask a standard NPS (net promoter score) question: “How likely are you to recommend us to your friends?

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Feedback How To Net Promoter Score Effort Score 52

SurveySparrow

JUNE 9, 2021

NPS Detractors are to be treated with the same, at times, with a bit more care than promoters! Don’t believe it? This simple example would clear your thoughts: The product doesn’t work. How often do you come across this type of review under the purchase page of a product? Quite often! The product works just fine. Now, how often do you come across such reviews?

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NPS Effort Score How To Net Promoter Score 52

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

Magellan Solutions

JUNE 9, 2021

Know What Makes IP Contact Center Outsourcing Different from Old School Call Center. The Philippine BPO call center has veered away from traditional focus on outgoing and incoming voice calls. Instead now offers IP contact center outsourcing. Traditional call centers are not entirely obsolete. However, having multiple services as an international call center process provider , it is only smart to take advantage of this technology.

Contact Center 52

Contact Center Call Center Contact Center Software System 52

Gainsight

JUNE 9, 2021

What were you watching a year ago from today? Maybe you were watching Parasite after it won the first non-English Oscar for Best Picture. Or perhaps you were reliving Michael Jordan’s glory days through The Last Dance. Now when you look back on this day next year, you’ll remember the first time you experienced the new immersive Pulse Everywhere experience.

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Effort Score Chief Customer Officer Sales ROI 52

The DiJulius Group

JUNE 9, 2021

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should be communicated from not only.

Culture 52

Culture Groups Consulting Communication 52

Inbenta

JUNE 9, 2021

Summary: What Is a Reactive Chatbot? So Then, What Is a Proactive Chatbot? Why is proactive support important? Benefits of Proactive Chatbots. Proactive Chatbot Best Practices – When and How to Use Them. Is There Any Disadvantage to Implementing a Proactive Chatbot? Chatbots are the quintessence of automated information systems. They provide answers, they perform transactions, they cut waiting times, and help increase customer satisfaction.

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Chatbots Net Promoter Score Customer Satisfaction Interaction 52

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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

CSM Magazine

JUNE 9, 2021

Providing a good after sales service is vital for software companies. Making sure their customers are satisfied and all their problems are taken care of will help the company retain customers in the future. It can also encourage previous customers to come back and invest in software down the line. Providing a poor after sales service, not only looks bad for the business, but it can be detrimental to the company.

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Software Sales Company Training 52

Optimove

JUNE 9, 2021

“Optimove, the leading CRM Marketing Platform, announced today that Gartner has recognized it as a Challenger in its 2021 Magic Quadrant for Multichannel Marketing Hubs. This is the second straight year Optimove has been positioned in the Challengers’ quadrant and fourth consecutive year that it has been recognized in the Critical Capability report in the same space.” The post For a Second Straight Year, Optimove is Recognized as a Challenger in the Gartner Magic Quadrant for M

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Marketing CRM Report 52

CSM Magazine

JUNE 9, 2021

Whether you are expanding your business or starting a new one, hiring staff can be tricky and complicated. Knowing who you want and choosing the right person are two very different things, so it can be easy to make simple mistakes. The last thing you want is to spend ages hiring staff for them to not fit in well. So, how can you make the hiring process easier?

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Advertising Groups System Culture 52

CustomerSuccessBox

JUNE 9, 2021

Over the period, we have seen customer success organizations evolving in multiple ways. And one of the ways in which we’ve seen it distributed is in the way it onboards the customers. The first one, where we have seen Customer Success organizations that have a customer onboarding specialist team and in the second one, we’ve seen Customer Success organizations that have customer success managers themselves responsible for onboarding customers.

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Company Management Comparison B2B 52

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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

Optimove

JUNE 9, 2021

Contact us today to learn how you can use Optimove to orchestrate your marketing campaigns and customer journeys. The post I’m Optimove certified! appeared first on Optimove.

Customer Journeys 52

Customer Journeys Marketing Customers 52

Brandwatch CX

JUNE 9, 2021

Industry 64

Industry Retail Trends 64

Optimove

JUNE 9, 2021

The post Doubled number of campaigns surpassing the 290 monthly messages appeared first on Optimove.

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