delighted

JULY 27, 2022

This post is a guest contribution by Ian Floyd, Content Lead at Tremendous , as part of our series on creating an effective referral program for your promoters. Offering a referral incentive is a key growth lever for many of the world’s top-performing brands. When executed well, referral programs with the right referral incentives can be an extremely cost-effective way to win your company’s most loyal and profitable customer base.

Ecommerce 52

Ecommerce Advertising Return on Investment Customers 52

IntouchInsight

JULY 27, 2022

Coffee is a big part of many consumers’ daily routines. Whether it’s a kick of caffeine in the morning or a little boost to power through the afternoon, just under 75% of consumers surveyed said they regularly purchase coffee. So how can convenience stores edge out traditional coffee shops and be people’s go-to for their daily cup of joe? By leaning into their strength—convenience—while ensuring they deliver on great taste and customer experiences.

Consumers 156

Consumers Survey Customer Experience Customers 156

BlueOcean

JULY 27, 2022

Have you ever stopped and thought to yourself: “How will contact centers navigate the post-COVID world?” It’s a question we contemplate often here at Blue Ocean, and we’re glad to say we didn’t stop there. After much thought, deliberation, and research, we’ve come up with the quintessential guide for your post-pandemic contact center. And we’re thrilled to share it with you as a free download.

Contact Center 156

Contact Center Tips Culture Data 156

Feedbackly

JULY 27, 2022

Delivering an exceptional customer experience from day one is a deluded theory. It’s impossible. If you look at Google’s first appearance on the internet, it.

Omni-Channel 98

Omni-Channel Feedback Customers Customer Journeys 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

One Millimeter Mindset

JULY 27, 2022

Do you consistently build or derail client trust in you? What you say to clients, from meeting to meeting, spoken, and written, matters. Because what you communicate, and how you communicate, either constructs or erodes why customers do business with you. One of my mentoring clients regarded each appointment as something to cross off her To-Do list.

Leadership 84

Leadership Meeting Innovation Consulting 84

CSM Magazine

JULY 27, 2022

For many businesses, the customer journey stops once the ink has dried on a contract or a purchase has been made. But market leaders know that in order to retain current clients and attract new ones, their journey with your business must be a continuous process. Once a prospect turns into a customer – whether they’re contracted to your business or they make infrequent purchases – you need to retain them and ensure they become loyal to your brand.

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

Gainsight

JULY 27, 2022

This article originally appeared in Forbes. Until recently, digital-led customer success was generally regarded as a younger, less attractive sibling of human-led customer success (CS). Often, digital CS was adopted as either an afterthought or as a segmentation strategy targeting client groups too small to be cost-effectively served with higher-touch, human-driven CS models.

Self Service 59

Self Service Resources Video Omni-Channel 59

CSM Magazine

JULY 27, 2022

Qt framework is a mature toolset that allows developers to create sleek and look-and-feel user interfaces, mobile and web applications as well as software for embedded systems. Qt earned trust among developers and customers due to its all-in-one and open-source nature. Along with that Qt is used by a large number of popular applications and famous organizations.

Customer Success 59

Customer Success Software Groups System 59

Gainsight

JULY 27, 2022

This article was originally posted in Forbes. . The subscription software business is changing fast, and SaaS businesses that don’t keep pace could go the way of the dinosaurs. Sound overly dramatic? The reality is that in a time of plunging market valuations , declining VC funding and limited capital, the traditional growth-at-any-cost SaaS playbook is no longer viable.

Company 59

Company Innovation Software Culture 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

West Monroe

JULY 27, 2022

Banks stepped up their digital game as the pandemic accelerated adoption of virtual banking. But an in-depth examination of their digital offerings and customer expectations reveals those gains may be fleeting—with non-traditional rivals like fintechs poised to swoop in. West Monroe asked banks in Q3 2021 to assess the maturity of their digital products and services.

Banking 52

Banking Customer Experience Financial Effort Score 52

Gainsight

JULY 27, 2022

This article originally appeared in FastCompany. Being a chief product officer isn’t easy. Not only must you focus on areas such as user experience, strategy, and analytics, but you also need to care about how the product is built, marketed, sold, and serviced. Put another way: You interface both with customers and colleagues, and you’re judged on both the product and the business.

Roadmap 59

Roadmap Government System User Experience 59

eGain Blogs

JULY 27, 2022

Add knowledge management to your recipe for resolving agent experience woes. “Knowledge Management (KM) is the #1 technology for enhancing the three main customer service perspectives of operational performance, customer experience, and employee experience.” – Gartner, September 2021. When Gartner talks about “employee experience” in the context of customer service, it is mainly about the experience of customer-facing agents.

Net Promoter Score 52

Net Promoter Score Self Service Contact Center Insurance 52

Gainsight

JULY 27, 2022

With an education-packed two days of Pulse, it may be hard to narrow down your list of which sessions to attend. We might be biased, but here are five reasons why we think you won’t want to miss the community track this year. It’s the first year with a HUGE community emphasis and an impressive list of speakers. As most know, Gainsight acquired inSided in January of this year.

Self Service 59

Self Service Knowledge Base Customer Success Metrics 59

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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

SurveySensum

JULY 27, 2022

Every business wants to build a loyal customer base to run its business in the long run. . But, how do you build a loyal customer base? Is it all about the quality of your products and services alone? Or is there something else involved in creating loyal customers? . For instance, earlier we weighed customer loyalty only on the quality of products and services sold.

Effort Score 52

Effort Score Tools Multi-Channel Comparison 52

Genroe

JULY 27, 2022

This case study outlines the 5 steps Financial Services player AccessPay used to increase their NPS from 15 to 50 in just two years. The post [Case Study] How AccessPay Lifted NPS from 15 to 50 in 2 Years appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Case Study 52

Case Study Net Promoter Score NPS Study 52

GlowTouch

JULY 27, 2022

The Stevie Awards Individual Women Awards Category. A05: Best Female Entrepreneur of the Year Business Services - 11 to 2,500 Employees. There is a difference between what people do and who they are. This distinction is critical in nominating Vidya Ravichandran, President, and Founder of GlowTouch Solutions, for the 2022 Stevie Awards Female Entrepreneur of the Year – Business Services.

Leadership 52

Leadership Report Company 52

Advantage Communications

JULY 27, 2022

Call center analytics are the collection, measurement and reporting of customer data and agent performance. Analytics are used to provide insights about how your business’ customer service department is performing. They also help identify trends, opportunities and actionable goals.

Call Center 52

Call Center Analytics Customer Service Trends 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

GlowTouch

JULY 27, 2022

The Stevie Awards for Women In Business Entry from GlowTouch. Achievement Categories, Category J07 “Achievement in Diversity and Inclusion”. As a woman-owned enterprise with employees spread across four distinct global regions, diversity has been part of the GlowTouch DNA from the start. Still, the bar can always be raised, and we work toward doing that in several ways.

Groups 52

Groups Leadership Training Report 52

Lithium

JULY 27, 2022

When Blake asked me to write about how our community manages our groups, I was not sure what to write about. We have had groups for so long at Oracle Cerner that we assume everyone else does too. My name is Kandice Eckhoff, and I am the Product Manager for our Khoros platform, Oracle Cerner. I have been with the company for almost 12 years in various roles and in my current position for six of those years. uCern is Oracle Cerner's collaboration platform used for client-to-client and client-to-as

Groups 52

Groups Exercises Video Management 52

2020 Research

JULY 27, 2022

August 25, 2 p.m. ET / 11 a.m. PT . Examine the recent research revealing the real problem with modern banks’ customer relationships. In this special webinar, featuring founders and researchers from Apex Scoring System, Schlesinger Group’s Executive Vice President of Global Quant Rob Berger discusses the feelings, beliefs, and behaviors of lost bank customers with Apex CEO Marc Whitehead and CXO Nick Bond.

Banking 52

Banking Groups Customer relationships Loyalty 52

GlowTouch

JULY 27, 2022

The Stevie Awards Individual Women Awards Category. A21: Female Executive of the Year Business Services - 11 to 2,500 Employees. There is a difference between what people do and who they are. This distinction is critical in nominating Vidya Ravichandran, President, and Founder of GlowTouch Solutions, for the 2022 Stevie Awards Female Executive of the Year – Business Services.

Groups 52

Groups Report 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

inSided

JULY 27, 2022

With an education-packed two days of Pulse, it may be hard to narrow down your list of which sessions to attend. We might be biased, but here are five reasons why we think you won’t want to miss the community track this year.

52

52

ReviewTrackers

JULY 27, 2022

Customer Retention 121

Customer Retention Customers 121

dscout People Nerds

JULY 27, 2022

Offering a UX mentorship program at your company can hugely benefit everyone involved—but there are some pitfalls to avoid.

Company 52

Company 52

Forrester's Customer Insights

JULY 27, 2022

Is your organization starting to embrace the idea that value for customers matters? Great. But your organization cannot “deliver” it. No one can. That’s not how value works. Check out this 90-second video below (no audio) to learn: Three truths about value for customers that explain why no organization can “deliver” it.

Video 49

Video Customers 49

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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

Brandwatch CX

JULY 27, 2022

Brands 86

Brands How To 86

Forrester's Customer Insights

JULY 27, 2022

What Topics Will You Be Covering at Forrester? I am very excited to be covering security and risk for operational technology (OT) environments including the critical infrastructure and manufacturing industries. This is a growing area of concern because OT specific attacks are increasing, and the stakes are higher with the potential impact to human safety […].

Meeting 26

Meeting Industry Technology Management 26

SmartKarrot

JULY 27, 2022

Role: Director Customer Success Location: Remote, United States Organization: symplr As a Director of Customer Success, you will be responsible for providing leadership, mentoring, and professional development for customer success team members. Collaborate across business units and the team to institute, manage, execute, and enhance a best practice customer success program and account-level strategic plans.

Customer Success 19

Customer Success Leadership Conference Sales 19