CustomerSuccessBox

MARCH 14, 2022

You believed you were doing well until you noticed it. A customer is dissatisfied with your service and has indicated that they are considering canceling. So, what exactly do you do? How do you deal with an annoyed customer? Is there anything that can be done to keep them from churning? How do you restore customer satisfaction? This is a circumstance that customer success and support employees like you experience on a daily basis.

Customer Satisfaction 52

Customer Satisfaction Customer Journeys Customers Consumers 52

InMoment XI

MARCH 14, 2022

Just discovered InMoment? Curious to know a little more about us and our differentiated Experience Improvement (XI)? Well allow us to introduce ourselves! Own the Moments That Matter. At InMoment, we have this saying: “Own the Moments That Matter.” This is fundamental to our mission, because those moments—packed full of emotions , judgements, learnings, and more—shape the world we live in.

Return on Investment 493

Return on Investment ROI Technology Industry 493

Comm100

MARCH 14, 2022

Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In the US, the top-performing private sector boasts an 8.3 out of 10 customer satisfaction score. In US government, this score languishes at 4.5.

Government 204

Government Wait Times Video Guidelines 204

IntouchInsight

MARCH 14, 2022

When someone starts a sentence with “If money was no object,” you know what follows will be a grandiose and idealistic proposition. But the cost associated with new endeavours will always be a factor.

How To 156

How To Tips 156

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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

Bill Quiseng

MARCH 14, 2022

Good customer service means you answered all your customers’ questions. It means you resolved your service problems. Good customer service means you efficiently processed your customers’ waiting lines. It’s all about you. Great customer service means that one of your customers felt you had all his questions answered. It means that a customer felt you had all his problems resolved.

Customer Service 97

Customer Service Customers 97

CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. According to research done by Forbes, companies who have customer-centricity in their marketing strategies profit 60% more than those who don’t.

Customer Centricity 98

Customer Centricity Examples Company Loyalty Programs 98

Kapta Customer Success

MARCH 14, 2022

Process improvements have a way of falling off your to-do list when meetings fill up your calendar and quarterly deadlines are always just around the corner. But taking the time to evaluate your key account management team's processes and systems can pay dividends when it comes to beating your quarterly and annual goals. Key accounts require a personalized approach, with customized services, outputs, and plans.

System 98

System Meeting Customer Service Management 98

CSM Magazine

MARCH 14, 2022

Jen Snell, VP Go-to-Market (GTM) Strategy, Conversational AI at Verint explains why its time to move from robotic chatbots to those capable of true contextual conversations. Chatbots and Intelligent Virtual Assistants are on the customer engagement frontlines, interacting with consumers every day. Leveraging conversational AI to support rich two-way dialogues, they help facilitate seamless real-time communication and resolution, as well as help build a company’s brand credibility and boost engag

Chatbots 98

Chatbots Consumers Healthcare Travel 98

ShepHyken

MARCH 14, 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. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. (CMSWire) Customer experience design’s goal is providing consumers with the offerings they need to accomplish their objectives frictionlessly across all phases of the custom

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

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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

Esteban Kolsky

MARCH 14, 2022

new blog, new posts, and many more to come. why a project? why not do a long-a… a longer-than-normal post to lead to the promised land? i started it, i wrote the first 2-3 questions i wanted to answer, and that led to 2-3 more questions for each, and another 4 for one more topic, and then another… and another… and. you get the point. i have questions, questions lead to conversations (or they should, if you are interested in debating data points and opinions in search of an answ

CRM 60

CRM Guidelines CEM Metrics 60

My Customer

MARCH 14, 2022

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 15th Mar 2022. By Rhys Fisher Staff Writer.

Customer Experience 52

Customer Experience Customers 52

Esteban Kolsky

MARCH 14, 2022

new blog, new posts, and many more to come. why a project? why not do a long-a… a longer-than-normal post to lead to the promised land? i started it, i wrote the first 2-3 questions i wanted to answer, and that led to 2-3 more questions for each, and another 4 for one more topic, and then another… and another… and. you get the point. i have questions, questions lead to conversations (or they should, if you are interested in debating data points and opinions in search of an answ

CRM 60

CRM Guidelines CEM Metrics 60

2020 Research

MARCH 14, 2022

Guide to Choosing the Right Digital Qual Solution. At Schlesinger Group, our goal is to provide uncomplicated ResTech solutions – an array of approaches that provide a direct path to the consumer and help you deliver impactful insights. When you need to elicit qualitative feedback and share the voice of the customer, our digital qualitative platforms can help.

Groups 52

Groups Feedback Consumers Tools 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

CSM Magazine

MARCH 14, 2022

Nicereply and EvaluAgent form partnership to help customer service teams make more of their customer feedback and quality assurance programmes. Nicereply, a leading customer satisfaction survey software provider, including CSAT, NPS and CES, has entered into a partnership with Quality Assurance & Improvement platform provider EvaluAgent , bringing these two best of breed solutions together for the benefit of fast growing customer service teams.

Net Promoter Score 52

Net Promoter Score Customer Service Effort Score Roadmap 52

Merkle

MARCH 14, 2022

Paid search for B2B brands can be expensive and challenging, but highly profitable if done right. Given that there is high competition in the B2B space, your goal should be to differentiate your brand from the competition and highlight your unique features and brand personality.

B2B 52

B2B Advertising Brands 52

CustomerSuccessBox

MARCH 14, 2022

According to a research study done by Mordor Intelligence, the compound annual growth rate estimated for the global customer success management market, let alone in the timeframe of 5 years (2021-2026) is estimated to be 25.02%. In fact, Linkedin named Customer Success Specialist as one of the top emerging growth roles in 2022 showing 34% annual growth in job listings.

Course 52

Course Training Customer Success Customer Journeys 52

Perkville

MARCH 14, 2022

President & CEO at Active Wellness breaks down why MMS companies can’t afford to not collaborate with 3rd Party Applications if they want to keep customers happy.

Company 52

Company Customers 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

Optimove

MARCH 14, 2022

The post 117% Increase in Total Order Amount YoY appeared first on Optimove.

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Perkville

MARCH 14, 2022

NutriMost Wellness & Weight Loss has revealed Perkville, the #1 loyalty and rewards program in the wellness space, as its preferred vendor for member rewards.

Rewards Programs 52

Rewards Programs Loyalty 52

Forrester's Customer Insights

MARCH 14, 2022

(coauthored by Mélissa Chaudet) Many consumers want to act sustainably but struggle to do so, for both intrinsic (lack of motivation) and extrinsic (price, convenience) reasons. Embracing sustainability requires organizations to understand the emotions that drive customers to make sustainable choices and to contextualize sustainability in the customer journey to help customers bridge the gap […].

Customer Journeys 49

Customer Journeys Consumers Customers 49

Perkville

MARCH 14, 2022

Yelp is increasingly cracking down on review solicitation across the internet. What are the consequences for businesses that ask for reviews?

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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

Forrester's Customer Insights

MARCH 14, 2022

One of the most consequential and long-lasting decisions a marketing leader can make is to change the organization’s brand. A brand’s messaging, positioning, and visual identity permeate all aspects of the company’s go-to-market activities and usually endure for many years. We frequently engage with clients on rebrands, helping them sort through the business justification and […].

B2B 48

B2B Brands Marketing Engagement 48

Perkville

MARCH 14, 2022

At The Hot Yoga Factory in Chelmsford, Mass, founder Terri Fry built retention and community with her karma points concept.

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Steve DiGioia

MARCH 14, 2022

I don’t gossip or finger-point. I don’t assign blame or give putdowns. I don’t accuse or assume faults. No, I don’t. But I do talk about people behind their back. I don’t spy on them, but I do pay attention. I see what they’ve been doing. I notice. I observe. I take notes. I remember. I talk about people behind their back. They may not know it, but I do.

Leadership 57

Leadership Training Customer Service Management 57

Perkville

MARCH 14, 2022

We created this quick guide for structuring a rewards program that will set your business up for success.

Rewards Programs 52

Rewards Programs 52

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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 14, 2022

In this time of war, here are three critical questions for your direct reports: Ask your chief information officer: “Are we ready for the inevitable cyberattacks, and have we patched all vulnerabilities?” Russia was behind the SolarWinds hack to infiltrate US and European government networks — and is a pernicious, historical source of malware. We […].

Government 26

Government Report 26

Perkville

MARCH 14, 2022

Facebook removed the ability for companies like Perkville to post check ins through their API.

Company 52

Company 52

Forrester's Customer Insights

MARCH 14, 2022

Last week, consumers in the United States woke up to a grim statistic from the US Bureau of Labor Statistics’ Consumer Price Index: Consumer prices rose 7.9% in February, the highest rate of annual inflation in 40 years. This rise is not unexpected if you’ve read the news headlines over the past couple of months. […].

Loyalty 26

Loyalty Consumers B2C Marketing 26