Think Customers

MARCH 21, 2022

At-home work, once a necessity during the pandemic, has become a make-or-break characteristic for future career choices. Access to a wider selection of jobs and personal flexibility has made remote job positions incredibly tantalizing. Many workers ask, ‘why go back?’. This leaves the American workplace at a crossroads. Tensions surrounding the pandemic appear to be decreasing, polling from Morning Consult found that as of Feb. 2022, 68% of remote workers surveyed are comfortable returning to th

How To 52

How To Employee Engagement Meeting Strategy 52

IntouchInsight

MARCH 21, 2022

It's a great time to be in the convenience industry. The changes in consumer habits that we’ve tracked over the past two years show people are making more local purchases, shifting the times they visit stores to avoid crowds, and wanting to complete their purchase quickly - all of which feed directly into the original model of convenience stores.

Consumers 156

Consumers Industry 156

Comm100

MARCH 21, 2022

Improving service delivery in government comes with unique challenges. Governments must be accountable to citizens in a way that the private sector is never constrained by. While a private sector business can identify its target audience and deliver an experience to cater for this specific subset, governments must ensure they don’t prioritize any demographic over the other.

Government 163

Government Omni-Channel Wait Times CRM 163

Kapta Customer Success

MARCH 21, 2022

Key account managers can run into a wall for multiple different reasons when it comes to strengthening client relationships. But a lot of the problems boil down to a lack of consistent structure, no access to the right tools, and not having an organization-wide focus on excellent client experiences above all else.

Tools 98

Tools Management 98

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

SAP Customer Experience

MARCH 21, 2022

As line of business (LoB) focused SAP Partner you have the opportunity to demonstrate that you have gained expertise in SAP BTP through rigorous study and hands-on experience. Embrace the possibilities to enable continuous learning, to keep skills up-to-date, and to stay current with new releases, while assuring and validating.

Study 82

Study Training Customer Experience Customers 82

ShepHyken

MARCH 21, 2022

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. 15 Stats About Post-Covid Customer Service by Blake Morgan. (Forbes) As the pandemic starts to subside and the dust starts to settle, companies can move from survival mode to preparing for the future and adjusting to changes and trends in the post-Covid world.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

Adrian Swinscoe

MARCH 21, 2022

Today’s interview is with Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by the contact centre industry: […]. The post In three years gig experts will be able to do everything agents can do in the contact centre – Interview with Roger Beadle of Limitless first appeared on Adrian Swinscoe.

Industry 76

Industry 76

Topdown

MARCH 21, 2022

Over the past decade the importance of the customer perception of a brand has increased dramatically. This is in correlation with the rise and spread of the internet , as well as smart technology in general. Regardless though, customers are priceless to any organization. As such, one focal point in modern business operations is building and driving customer engagement.

Omni-Channel 62

Omni-Channel Customer Engagement Communication Engagement 62

Merkle

MARCH 21, 2022

Brands are working hard to deliver frictionless, connected experiences to nurture loyalty among customers and prospects. Clear, timely, and transparent communication is unquestionably a key component. Behind the scenes, integrated technologies build on top of each other’s capabilities, multiplying value and enabling new experiences that offer brands the opportunity to differentiate themselves and capitalize on efficiencies.

Marketing 59

Marketing Loyalty Connections Brands 59

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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

Integrity Solutions

MARCH 21, 2022

With the rise of cross-functional buying committees in B2B selling situations, sales and marketing professionals are reevaluating some of their “tried-and-true” methods and shifting away from just individuals to more of an account-based sales approach. One of the hallmarks of account-base sales is hyper-personalization. With a focus on treating every account as a market of one, this model requires understanding who the key stakeholders are within an account and then targeting your ou

Sales 52

Sales Customer Retention B2B Tips 52

Quadient

MARCH 21, 2022

Retard de paiement : pourquoi la dématérialisation de la comptabilité fournisseur est-elle indispensable ? Ludovic Georges. Tue, 03/22/2022 - 00:12. Les retards de paiement sont un fléau pour les entreprises qui se retrouvent en difficulté financière… mais ils reviennent comme un boomerang au visage des mauvais payeurs, avec des conséquences tout aussi dangereuses à moyen et long terme.

Sports 52

Sports B2B Groups Report 52

SurveySparrow

MARCH 21, 2022

Did you know that according to Dimensional Research , 39% of customers will avoid a company for over two years after a bad customer service experience? Ouch. . If you thought that was bad enough, wait until you learn that four out of ten consumers will recommend others not to frequent your business if they have had a poor experience with you. Sigh! Mind you, the intent of these stats is not to scare our readers stiff.

Survey 52

Survey Net Promoter Score Voice of Customer Effort Score 52

CustomerSuccessBox

MARCH 21, 2022

There has been no human who hasn’t made mistakes unless there was a perfect world. Sadly, we see what we witness and everything perfect is in our imagination but not in reality! That’s a glimpse of the imagination! Well, let’s just come down to the business world. There isn’t a fully satisfied customer in any firm, do you agree? This is where writing an ‘Apology letter ‘ becomes critical.

How To 52

How To Measurement Resources Customer Experience 52

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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

Uplight

MARCH 21, 2022

More utilities are rolling out Time of Use (TOU) rates to encourage customers to shift energy use to off-peak hours. But remembering which hours are peak and which are off-peak can be incredibly confusing for customers who are used to paying a flat rate. And some customers may see unplanned spikes in bills after switching Read More. The post How Alabama Power Helped Customers Optimize Their TOU Rate While Staying Comfortable appeared first on Uplight.

Customers 52

Customers Industry 52

CSM Magazine

MARCH 21, 2022

It is a grim time for the economy as the global pandemic has brought us a state of recession. As several businesses were shut down for good as they couldn’t handle the impact of lockdown, many businesses are struggling to stay afloat. Even though we have been able to gradually come out of recession, there’s no denying the fact that the current pandemic has left behind a great economic wound.

Return on Investment 52

Return on Investment Course Management Marketing 52

Gainsight

MARCH 21, 2022

Pressure is pushing down on product leaders and managers to deliver an unbeatable user experience—and for good reason. Mastering the user experience can drive up everything from revenue and engagement to product growth. What you may not realize is that user analytics can lift that weight off of your shoulders and make it easy for you to deliver an excellent product experience.

Analytics 52

Analytics Roadmap How To Analysis 52

CustomerSuccessBox

MARCH 21, 2022

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. Want to know what this role has to offer to the organization? Let’s learn about this C suite position a bit!

Chief Customer Officer 52

Chief Customer Officer Competitive Advantage Effort Score Net Promoter Score 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

Forrester's Customer Insights

MARCH 21, 2022

For B2B marketing leaders looking to improve their organization's digital capabilities, it's important to know precisely what you're trying to achieve and to break down the endeavor in smaller, defined steps.

B2B 49

B2B Marketing Strategy 49

InMoment XI

MARCH 21, 2022

Customer experience (CX) leaders from utilities brands are facing unprecedented challenges in 2022. Increased government regulation and new market entrants with unique service-based offerings are creating a disruptive wave of change that traditional utilities need to respond to. But here at InMoment, we don’t like to merely dwell on obstacles and complexities.

Brands 529

Brands Roadmap Strategy Social Media 529

Forrester's Customer Insights

MARCH 21, 2022

Felisa H. Batacan, Filipino journalist, and crime writer once wrote: “Some things are better dealt within the cleansing light of transparency and openness rather than in the darkness of secrecy.” Her words resonated with me during last week’s International Women Day (#IWD2022). Posts ‘celebrating’ #IWD2022 exploded across social media. But as the day progressed, my […].

Social Media 48

Social Media Data Government Chatbots 48

SmartKarrot

MARCH 21, 2022

Role: VP of Customer Success, US Location: Austin, TX, US Organization: Miro As a VP of Customer Success, you will be responsible for a rapidly growing Customer Success team of 45+. Improve customer retention metrics (adoption, retention, engagement). Become a Miro product champion and use this knowledge to effectively guide customers towards their desired outcomes.

Customer Success 19

Customer Success Metrics Customers Sales 19

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

Forrester's Customer Insights

MARCH 21, 2022

Experience Architecture Is Fundamental To Customer Obsession Delivering the right customer experience is the number one priority for any business.

Customer Experience 49

Customer Experience Customers Technology Strategy 49

Kayako

MARCH 21, 2022

ECommerce is growing like wildfire, offering exciting business insights via analytics and data. Sometimes it is easy to forget that there are people on the other end of the transaction. No matter how much information companies provide before the sale, most customers will still need help. 83% of consumers expressed a need for some help on their online shopping journey.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Forrester's Customer Insights

MARCH 21, 2022

According to Forrester’s Marketing Survey 2022, talent will be among Asia Pacific (APAC) marketing decision-makers’ top challenges over the next 12 months: 26% considered limited marketing headcount as a top challenge 22% considered difficulty in recruiting marketing talent as a top challenge 17% considered employees not having the right skills as a top challenge To […].

Survey 26

Survey Marketing B2C Strategy 26

Forrester's Customer Insights

MARCH 21, 2022

In the 1950s, Dr. Lawrence Weed realized the inefficiency and inherent danger embedded within paper-based medical records. Paper-based medical records were a manual process that did not allow for or encourage a collaborative or holistic intake or diagnosis process and thus, the electronic medical record (EMR) was born. EMRs allow for collaboration between all stakeholders […].

Sales 26

Sales Marketing 26

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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