ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! Let’s talk 2019 predictions. No matter how deeply you gaze into the crystal ball wondering what this new year has in store for you or your business, the only thing you’ll know for sure is that despite your careful planning, some things will change. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals?

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Chadwick Martin Bailey

JANUARY 4, 2019

Last month, Google published its annual top search trends report —a look into what people were most interested in 2018. From Avicii to Black Panther to polling information, search behavior reflects the events, people, and cultural moments that defined the year. Beyond a cultural snapshot, search data lets us tap into real insights around what people want, need, and intend to do in their daily lives.

Trends 63

Trends Consumers Hotels Financial 63

TeamSupport

JANUARY 4, 2019

Of everything a business-to-business (B2B) company must be great at in order to grow, delivering personalized customer support at scale needs to be a priority. You know this. But, knowing something and doing something to make it happen are two different things. Making customer support personalized, then continually improving upon the experience is what truly shows your customers that they are a top priority for you.

B2B 56

B2B B2C eBook Social Media 56

Customer Bliss

JANUARY 4, 2019

Today’s podcast is the last replay featuring “best of” content from 2018. Thank you all for your support and for taking the time to listen to these podcasts. I’ve got a lot of great interviews coming up that I can’t wait to share with you! I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital.

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

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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.

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NICE inContact

JANUARY 4, 2019

Like a lot of contact centers, Superior Contact, a subsidiary of TelNet Worldwide, found itself at a fork in the road: Keep pouring resources into its outdated premise-based system or take the leap into the cloud with new and knowledgeable partner. Because the company provides sales, technical and business process support services to other contact centers, a lot was riding on its choice of a vendor.

Contact Center 120

Contact Center Meeting Resources Report 120

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. It’s a way of thinking. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Seemingly every customer believes they have the power to bend the business world to their exact needs.

Customer Centricity 79

Customer Centricity ROI Strategy Company 79

Influitive

JANUARY 4, 2019

Want to keep your best advocates motivated to engage with your community and promote your brand? The incentives you offer in your advocate community are vital to keeping motivation high. But not all rewards are created equal. Generic gift cards aren’t always the answer. Rather, you need meaningful and memorable rewards to recognize your advocates.

Rewards Programs 82

Rewards Programs Brands Engagement Marketing 82

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations. Studies show that businesses that provide a positive experience to their buyers positively impact their profitability.

Customer Service Training 77

Customer Service Training Training Customer Service How To 77

NetBase

JANUARY 4, 2019

Sweeping predictions about any social platform are dangerous to make, but this one feels like a sure thing – businesses that aren’t bringing their A game to Instagram in 2019 will feel it before the end of the year. There are new features available right now , and more on the horizon, that make Instagram, more so than any social platform, the most important site to master.

Marketing 80

Marketing Social Media Consumers Brands 80

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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

Oracle

JANUARY 4, 2019

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. In episode 38 of Experience This! , a podcast series, hosts and CX experts Joey Coleman and Dan Gingiss discuss how Nespresso , the Switzerland based premium coffee line, does customer experience right. Joey and Dan begin by summarizing an article by Becky Roman, a systems engineer who serves as a customer experience transformation strategist, entitled “ The Caffeinated Tale of Nespresso and How They Do Cus

Customer Experience 76

Customer Experience Self Service Advertising Customers 76

ProProfs Chat

JANUARY 4, 2019

You may be a marketer who sends numerous promotional emails to your clients regularly. But are you finding it difficult to break past the inbox barrier? It probably happens because your subject lines are not compelling enough. Numerous emails pile up in a mail inbox every day, so your email subject line is the most important aspect of your communication.

Survey 69

Survey How To Ecommerce Tips 69

ReviewTrackers

JANUARY 4, 2019

Google Reviews Widgets. Google reviews widgets, available in various shapes and sizes, enable you to embed or display online reviews from your Google business listing on your own website. Using widgets to display a business’ Google reviews has become a go-to strategy for today’s marketers. This allows them to leverage reviews as a powerful form of social proof.

How To 62

How To Effort Score Social Media Feedback 62

ProProfs Chat

JANUARY 4, 2019

Remember that customer who bought your product 5 months ago? And, how about that customer that gave you lots of referrals last year? Like any other business, you may have a solid base of existing customers. However, there are times when you may not interact with them for months or even years! That’s when you need to ponder, “ Can my business sustain for long without interacting with existing customers?

Tips 60

Tips Engagement Fashion Feedback 60

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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,

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Myra Golden

JANUARY 4, 2019

We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change. The Four Things Coaching Must Be. Immediate – You can’t put off coaching discussions. Foreseeable – Your expectations must be clear, so no one is surprised.

Feedback 56

Feedback Meeting Company Customer Experience Design 56

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! Let’s talk 2019 predictions. No matter how deeply you gaze into the crystal ball wondering what this new year has in store for you or your business, the only thing you’ll know for sure is that despite your careful planning, some things will change. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals?

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

ForeSee

JANUARY 4, 2019

We built CX Suite to help our clients achieve digital CX leadership through three vital capabilities: Listening across all experiences Collecting the right data in a reliable way Acting wisely.

Leadership 45

Leadership Data ROI 45

Kitewheel

JANUARY 4, 2019

It’s been another exciting year for us here at Kitewheel. We’ve seen a massive transformation in our business, particularly with how we support our customers. This transformation has given us a clearer picture of the path customer journeys will take in 2019 and how we can best support the changing landscape. In this post, we will share a few reflections on the successes and failures of customer journeys from 2018 and four key customer journey predictions for the new year.

Customer Journeys 45

Customer Journeys Analytics Trends Customers 45

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

Genroe

JANUARY 4, 2019

It’s been a busy six months. You’ve rolled out a best practice transactional customer feedback process using Net Promoter Score® as your KPI of choice. The whole thing is going great with customer feedback comments flooding in. You’re driving tactical service recovery processes and starting to look at strategic customer experience changes. Then it hits […].

Net Promoter Score 40

Net Promoter Score Feedback How To Customers 40

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. Customer success health scoring is also one of the hottest topics on the minds of customer success leaders around the world. Customer Health Score Challenge—Customer Health Data Spread Out. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

Talkdesk

JANUARY 4, 2019

For any company, the support team is one of the best ways to build relationships with customers. These dedicated professionals are the literal name, face and voice of your company for your customers, so giving them the tools they need for successful conversations is mandatory for creating a healthy mutually-beneficial relationship. Without them, retaining customers and brand reputation is nearly impossible — according to American Express , 33% of customers say they’ll consider switching companie

Tools 44

Tools Brands Company Call Center 44

LiveChat

JANUARY 4, 2019

There are four reasons to use lead magnets. In the beginning, we use them to make contact with a potential customer. Another thing is giving away free stuff to establish a bond with users. The third reason is e-mail address gathering and the last, but the most important one: we do it to turn our website visitors into customers in the long run. Writing some posts in social media alone won’t guarantee the success of your offer.

e-support 50

e-support Infographics Tips Course 50

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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.

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