GetFeedback

MARCH 31, 2021

How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Customer Experience Management 221

Customer Experience Management Customer Experience Management Customer Satisfaction 221

BlueOcean

MARCH 31, 2021

What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19. Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. Listen to the audio or read the article.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

Lumoa

MARCH 31, 2021

Knowledge is power. It’s a cliche saying. But, like most cliches, it’s true. We spend lots of time, energy, and effort getting feedback and insight from customers. Whether it be through surveys, heat maps, or some other means, we try to learn all the time. Gathering information is an important thing to do. But what’s most important is what you do with the information you get.

Effort Score 208

Effort Score NPS Net Promoter Score Feedback 208

NICE inContact

MARCH 31, 2021

Contrary to some science fiction movies, artificial intelligence (AI) hasn't subjected humans to robotic overlords. And contrary to some current opinions, contact center AI isn't all about replacing customer service agents with armies of bots.

Contact Center 158

Contact Center Customer Service Customers 158

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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

Storyminers

MARCH 31, 2021

Are you caught up in life’s troubles and don’t want to take any more of it? Do you desire an accomplished life? Do you want to develop the right mindset that drives your passion? Are you concerned about life’s deepest challenges? Or does the world look too bleak from your perspective? The Dave Pamah show seeks to revive, restore, awaken and reform your innermost capabilities.

Connections 147

Connections Management Customer Experience Customers 147

ReviewTrackers

MARCH 31, 2021

Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. Research from CallMiner revealed that avoidable churn costs businesses $136 billion in the U.S. alone. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.

Insurance 123

Insurance Customer Retention Industry How To 123

SurveyGizmo

MARCH 31, 2021

New Alchemer University c ontent lets you understand the data before you report it. By Alli Milne and Andrew Sturtz ? . On March 31st, Alchemer University launched?a new program: Managing Responses. Managing responses effectively helps you get the most out of each survey you field. The Managing Responses Program includes three courses to help users customize and organize responses so you can readily view and understand pertinent data without creating a report or export.

Course 98

Course Management Report Tools 98

Team Support

MARCH 31, 2021

Self-service is still good customer service. Offering an option for customers to help themselves can give your customer support reps more time to focus on improving the big-picture aspects of your service strategy. And the right customer support software makes it easy to give customers what they want when they need it. According to recent industry research from Coleman Parkes, 91 percent of respondents said they would use a knowledge base if it were available to them, and 75 percent said online

Self Service 98

Self Service Omni-Channel B2B Knowledge Base 98

The DiJulius Group

MARCH 31, 2021

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story 6 Steps in Launching a Successful Customer Service Initiative that Lasts Every company is guilty of having a bunch of great ideas and incredible initiatives born in a meeting room only to eventually fizzle out and die, leaving the management team. Read Full Article. The post 6 Steps in Launching a Successful Customer Service Initiative that Lasts appeared first on The DiJulius Group.

Customer Service 98

Customer Service Tips Groups Meeting 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

ChurnZero

MARCH 31, 2021

ChurnZero has been recognized as a leader among Customer Success Software. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized them with a 2021 Top Rated Award. With a trScore of 8.2 out of 10 and over 107 verified reviews, ChurnZero is recognized by the TrustRadius community as a valuable player in the Customer Success software category.

B2B 98

B2B Software Touchpoint Feedback 98

BirdEye

MARCH 31, 2021

March might be over, but we’re excited to announce that Birdeye is marching forward with a grand total of 172 awards from G2’s Spring Report. Birdeye has been named an overall leader in categories as diverse as SMS Marketing, Experience Management, and Online Reputation Management for 12 consecutive quarters. There’s no other company on the market that offers businesses everything they need to handle their Experience Marketing needs in one, easy-to-use platform. .

Marketing 86

Marketing Meeting Chatbots Advertising 86

Oracle

MARCH 31, 2021

Building a strong and supportive professional network is key to a successful career, especially for a woman in tech. When more people are working remotely and can’t gather in person as easily , it’s even more important to find creative ways to build your network and stay on top of emerging trends in technology. As we close out our celebration of Women’s History Month, here are some of the most exciting networking events for women in tech coming up in 2021.

Conference 88

Conference Technology Trends Customer Experience 88

Feedbackly

MARCH 31, 2021

We are excited to announce that we have again done a bunch of new product updates. All with the aim to improve your experience.

Feedback 98

Feedback Software 98

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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

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.

Customer Service Training 73

Customer Service Training Feedback Groups Customers 73

Topdown

MARCH 31, 2021

Tracking metrics is an integral component of any company’s quest to maximize a company’s profitable growth and the overall customer experience. The real trick is in understanding the relationship between these two things.

Metrics 62

Metrics How To Customer Experience Customers 62

NobelBiz

MARCH 31, 2021

A lot of people in the call center industry still struggle to understand what STIR/SHAKEN is, how it is supposed to work and how to prepare for the moment when this will be enforced, in June 2021. This article answers all of these questions and explains STIR/SHAKEN so that anyone can understand it. The post STIR/SHAKEN for Call Centers: Everything You Need to Know appeared first on NobelBiz®.

Call Center 65

Call Center Industry Contact Center Software Contact Center 65

COPC

MARCH 31, 2021

Companies looking to improve customer satisfaction in today’s pandemic-impacted environment should pay close attention to key CX trends learned from 2020. As businesses continue to grapple with the many challenges posed by the COVID-19 pandemic — and ruminate on just what a post-pandemic “new normal” might look like — customer satisfaction has remained a huge priority.

Self Service 59

Self Service Customer Experience Customer Satisfaction Groups 59

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

inSided

MARCH 31, 2021

This is a guest post by Marley Wagner, Senior Director of Marketing & Services at ESG Customer Success as a Service® (CSaaS). Customer Success and Product teams share a pretty important goal: making sure customers find value in your product. One way both groups work to continuously improve the product experience for customers is by cultivating customer feedback.

User Experience 59

User Experience Customer Success Feedback Groups 59

UserReplay

MARCH 31, 2021

You’d be forgiven for fearing customer feedback a little but we all know positive feedback is a force for good too. However, when as many as 93% of shoppers use online views in their purchasing decisions, a handful of “bad” reviews can cause a serious dent in revenue figures. But are we right to assume […]. The post VoC shouldn’t be feared — customers want to share positive feedback with you appeared first on UserReplay.

Feedback 52

Feedback Customers Voice of Customer Customer Experience 52

PK

MARCH 31, 2021

Driven by the pandemic, banks have pivoted their physical solutions to digital to serve financially stressed customers faced with record-setting unemployment and stock market concerns. Some banks have been more […]. The post Loyalty in digital banking: A generational approach appeared first on PK.

Banking 52

Banking Loyalty Financial Marketing 52

Ecrion

MARCH 31, 2021

No Support | Redundancy/Obsolescence | Future Cost |. Make Your Insurance Company Future-Proof with CCM. The nature of an insurance product is to provide a safety net in case of potential future hazards. Insurance companies relying on legacy systems lack that very safety net for their customer communications. In any industry – whether it’s delivering mail, tending to the sick, or protecting the community – wouldn’t we only deliver the most effective service if all of our operations lent themsel

Insurance 52

Insurance System Omni-Channel Customer Retention 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

MyCustomer

MARCH 31, 2021

Engagement Book review: Customer Empathy by Alex Allwood.

Customers 82

Customers Engagement 82

Centercode

MARCH 31, 2021

Investing in product analytics, quality testing, user experience, and market research is absolutely essential to building a good product.

User Experience 52

User Experience Analytics Marketing 52

Forrester's Customer Insights

MARCH 31, 2021

Just like waiting for the bus, 3 pieces of European focused research I have authored have published over the last few days. I have looked at three topics, that of European cyber regulations, European CISO budgetary trends in 2021, and finally the career paths of CISOs at major UK FTSE 100 organizations. What becomes apparent […].

Trends 46

Trends Management Customers 46

SmartKarrot

MARCH 31, 2021

Revenue Operations or RevOps is crucially transforming how companies look at growth. Instead of keeping departments and teams siloed, they should be streamlined and encouraged to work together. RevOps addresses the gap between revenue generation and company teams/departments. Revenue operations helps gain traction from sales flywheels. We will now discuss everything related to RevOps, the best practices, crucial components, benefits of revenue operations, key metrics of RevOps and how revenue op

Sales 10

Sales Customer Success Customer Retention Metrics 10

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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

Forrester's Customer Insights

MARCH 31, 2021

Sales compensation plans have not kept up with the realities of how B2B sales are won. This will change as insights are increasingly folded into the compensation planning process.

Sales 44

Sales B2B Customers 44

SmartKarrot

MARCH 31, 2021

Role: Vice-President, Customer Success Location: Greater Chicago Area, US Organization: Davisware As a Vice-President of Customer Success, you will achieve targeted Go-Live Dates to maximize Annual Recurring Revenues (ARR) through robust customer management, including effective hand-off to the account management team at go-live. Maintain targeted utilization (billable time) of the team, train the customer in all aspects of the software capabilities.

Customer Success 10

Customer Success Customers Sales Trends 10

Forrester's Customer Insights

MARCH 31, 2021

A few weeks back, in our DDoS Wave launch blog, we promised you a whole blog dedicated just to DDoS protection pricing innovations. Forrester recently published “The Forrester Wave™: DDoS Mitigation Solutions, Q1 2021,” in which we evaluated the 11 most significant distributed denial-of-service (DDoS) vendors on the planet. During our research, we found some […].

Innovation 40

Innovation Trends 40