Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business lea

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

Alida

SEPTEMBER 14, 2021

As a result of data overload, dashboards have long been a commonly used data visualization tool for business intelligence and data teams. However, we've identified a number of trends that are leading to insights professionals and researchers turning towards this visual and interactive method of displaying data and telling stories. So why is this happening?

Marketing 237

Marketing Trends Data Tools 237

ShepHyken

SEPTEMBER 14, 2021

The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back.

Consulting 151

Consulting Customer Journeys Marketing Training 151

Vanilla Forums

SEPTEMBER 14, 2021

At the CMX Summit Rise I spoke to the concept of expanding community to be part of a center of excellence. What exactly did I mean? Community can no longer be an isolated island; it needs to belong in the center of all customer touch points. Community needs to be used as a space for customer success and we, as community builders need to prove the organizational impact it can truly have.

Customer Success 97

Customer Success Customers Strategy 97

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.

Data

PK

SEPTEMBER 14, 2021

Every month, we like to highlight a few of our exceptional employees and give them a chance to share more about themselves and what they enjoy most about being a […]. The post PK employee spotlight: Senior Director of Automation Ross Bentley appeared first on PK.

Culture 96

Culture 96

ChurnZero

SEPTEMBER 14, 2021

When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” There’s a common (albeit misplaced) fear among CSMs that sales talk will tarnish their customer’s trust and set fire to the relationships they’ve worked so hard to build. . But nothing could be further from the truth so long as you handle your sales conversations with tact, understanding, and integrity. .

Sales 94

Sales Customer Success Customers Exercises 94

Totango

SEPTEMBER 14, 2021

Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors which shape clients’ experience of your brand. We’ll cover a range of variables, spanning customer service performance to customer loyalty incentives. We’ll look at both how these elements impact satisfaction and how you can manage them to optimize the customer experience.

Customer Satisfaction 88

Customer Satisfaction Net Promoter Score Effort Score Loyalty 88

Advantage Communications

SEPTEMBER 14, 2021

In Jamaica, Advantage Communications Inc. (ACI), employs around 2,000 people in three locations in over 50,000 square feet of high-tech workspace. During the pandemic, our number one priority has been to ensure the safety of our team and the seamless operations of our contact centers for our clients.

Contact Center 93

Contact Center Communication 93

delighted

SEPTEMBER 14, 2021

Having the right tools to make your customers happy – fast – is critical for all scaling organizations. Especially as companies around the world are recognizing and achieving the benefit of prioritizing the customer experience. ActiveCampaign is a powerful platform with a myriad of automation and CRM tools to help customize, organize, track, and report on all stages of the customer lifecycle – from marketing engagement to closing a customer deal and supporting them thereafter.

Survey 88

Survey Tips CRM Feedback 88

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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

MyCustomer

SEPTEMBER 14, 2021

Engagement How do you find the right CX KPI for your company?

Company 121

Company Customer Experience Engagement Customers 121

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks. Legendary management consultant Peter Drucker is credited with saying, “Culture eats strategy for breakfast.

Culture 59

Culture Contact Center Study Leadership 59

SAP Customer Experience

SEPTEMBER 14, 2021

In today’s fast-moving business world, it’s important to innovate faster and increase quality to inspire customers and help employees work smarter. Success is based on assessing new ways of working with the right tools, people, and processes. Joining forces, the SAP Innovation Awards and Red Hat teams share a vision.

Innovation 52

Innovation eBook Tools Customers 52

Playvox

SEPTEMBER 14, 2021

Increasingly, company culture is one of the most important factors in attracting and retaining employees, boosting agent morale and in promoting higher levels of productivity. In fact, research shows that culture plays a bigger role than salary and perks.

Culture 56

Culture Company 56

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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

UserIQ

SEPTEMBER 14, 2021

As a customer success leader, you know that each account requires a slightly different approach. Even when your team's armed with a scalable strategy and some seriously sophisticated segmentation, every customer still has their own unique needs.

Connections 52

Connections Strategy Customers Customer Success 52

Stella Connect

SEPTEMBER 14, 2021

Earlier this year I took my sports bike to the garage for some basic maintenance — new clutch and gear shift levers. For the uninitiated, you change gears on a motorcycle with the left foot, hooking your boot under the lever and pulling upwards to shift up, or pressing it down to descend through the cogs. Job done, I collected the bike and headed out for a spirited ride in the canyons the next morning.

Customer Service 52

Customer Service Sports Loyalty Programs Training 52

ThriveableBiz

SEPTEMBER 14, 2021

Does this sound familiar in your small business? You’ve gathered your team to fix a problem. You outline the situation and ask for answers. But there’s a fundamental issue - you’re coming at it from a negative place. You have a problem, and that automatically means stress. Now I know that’s not your intention. But the more you look at it, you feel overwhelmed, not knowing where to jump.

Innovation 52

Innovation Meeting Examples Groups 52

Optimove

SEPTEMBER 14, 2021

When it comes to CRM marketing, finding the perfect message-audience fit can make a marketer’s day. Engagement increases, retention reduced. Life’s great! But what does “fit” mean in this context? Fit is content + context. What you’re saying is important, but it’s also about where you’re saying it and when. And it all gets tricky when you realize what fits one customer may not suit another.

CRM 52

CRM Marketing Multi-Channel Communication 52

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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

Gainsight

SEPTEMBER 14, 2021

When creating the Gainsight platform, we were faced with a number of critical decisions that would shape our capabilities and value to our customers. One of those decisions was to implement a multi-tenant architecture. . The multi-tenant architecture plays a pivotal and comprehensive role in developing Gainsight’s system and has everything that a business needs for a great customer success experience.

System 52

System Software Customer Success Data 52

Influitive

SEPTEMBER 14, 2021

This article originally appeared in the Demand Gen Report’s 2021 State of Growth Marketing Report. — Growth Hacking (aka Growth Marketing) was coined in 2010 by Sean Ellis and further popularized in Andrew Chen’s 2013 blog post: Growth Hacker is the New VP Marketing. Today, any marketing executive not thinking about growth should be looking […].

Marketing 52

Marketing Report Customers 52

Magellan Solutions

SEPTEMBER 14, 2021

How back office services can boost a business’ performance and ROI . Imagine that Fortune 500 companies can save $480 billion if they can perform optimal efficiency on their administrative tasks through back office services. The current trend is for companies of any size to rationalize resources across varying admin tasks. . Furthermore, a business can focus on these three aspects of management to ensure its optimal delivery of processes.

ROI 52

ROI Resources System Trends 52

dscout People Nerds

SEPTEMBER 14, 2021

Connor Skutches of Brooks takes us through how the Run-Sight Lab leveraged dscout to elevate their remote research and connect with runners in 2020.

Connections 52

Connections 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

NICE inContact

SEPTEMBER 14, 2021

The rapid shift to remote working due to COVID-19 meant contact center operations needed to deploy solutions to let them seamlessly manage a remote workforce without losing efficiencies or negatively impacting customer experience (CX).

Groups 44

Groups Contact Center Management Customer Experience 44

MyCustomer

SEPTEMBER 14, 2021

Engagement Why no CRM software holds the key to improving CX.

CRM 59

CRM Customer Experience Software Engagement 59

Kerry Bodine

SEPTEMBER 14, 2021

How important is customer empathy? Does developing customer empathy across an organization lead to positive business outcomes? What best practices can you leverage in linking customer empathy to business results? I’m partnering with Alida and the CXPA to find the answers to these questions — and if you’re a customer experience professional, we’d love your perspective.

Customer Experience Professionals 35

Customer Experience Professionals Report Customer Experience Resources 35

MyCustomer

SEPTEMBER 14, 2021

Engagement CX Leader of the Year: 2 week deadline extension.

Engagement 55

Engagement 55

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Training

Forrester's Customer Insights

SEPTEMBER 14, 2021

Sales Enablement can often be a squirrelly thing to quantify. For starters, most practitioners are compensated via the same mechanisms – quota attainment, deal size, sales cycle – that are deployed to reward just about everyone in the direct sales hierarchy: leaders, coaches, overlays, managers, and of course the reps and partners they support. But […].

Sales 37

Sales Course Management Technology 37

MyCustomer

SEPTEMBER 14, 2021

Engagement CX Leader of the Year: Applications close Friday.

Engagement 52

Engagement 52

Forrester's Customer Insights

SEPTEMBER 14, 2021

Insulation. Plumbing. Circuit boards. Marketing Resource Management (MRM) tools. All things that aren’t front-and-center but are critical for daily operations. MRM tools are the marketing engine that make your marketing department go. Resource planning and performance management in the key areas of money, people, content, and brand facilitate agile marketing across channels – critical during the global pandemic and for recovery efforts.

Marketing 26

Marketing Resources Tools Brands 26