ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? They mean long-term customers, and retention is at the root of any successful customer success strategy. . Looking at what customer retention requires at its very foundation, the answer could be summed up in one word: LOYALTY. .

Loyalty 78

Loyalty Roadmap eBook Customer Retention 78

InMoment XI

JULY 13, 2022

You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system.

Net Promoter Score 491

Net Promoter Score Customer Retention Effort Score NPS 491

Omnicus

JULY 13, 2022

Using customer satisfaction surveys is often a good indicator of how satisfied your customers are, but they are just an indicator. The measurements say very little because very few respond to such surveys. According to CustomerSure, only 15 percent of surveys are answered by customers. With such a small data set, you probably do not have a good representation of all customers' actual impressions of your company.

Analysis 140

Analysis Customer Satisfaction Survey Measurement 140

ShepHyken

JULY 13, 2022

Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence. And the world gets to watch how they handle the problems. . But what if you don’t have the type of business that gets Yelp or Google reviews?

Feedback 124

Feedback Customer Service Training Industry Customer Experience 124

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

Solvvy

JULY 13, 2022

Just because your brand finishes interacting with a customer, doesn’t mean their experience has ended. Understanding this distinction is the key to driving customer loyalty and recurring revenue. Ultimately, collecting customer feedback is the best way to truly gauge the customer experience. Of course, accurately measuring customer satisfaction is never straightforward and needs to be adapted depending on a company’s business needs.

Survey 109

Survey Feedback Customer Satisfaction Measurement 109

Solvvy

JULY 13, 2022

Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy. Also, 62% of survey respondents say experience with one industry influences their expectations in others.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

Innovative CX

JULY 13, 2022

How many times have you had an issue in a restaurant with service, a cold meal or incorrect charge? It happens, as it does in many industries. I’ve had my share of less than desirable experiences at restaurants. When it happens, I’m frequently offered a free dessert. I’ve often wondered why after failing to deliver an acceptable dinner experience, a restaurant management’s response is “give them a free dessert”.

B2C 69

B2C Training B2B System 69

Helen Dewdney

JULY 13, 2022

Today (13/07/22) Ofcom released its latest figures regarding complaints about broadband, mobile, landline and pay-TV services. Report: Complaints about broadband, landline, mobile and pay-TV services. Ofcom is the telecoms regulator and although it cannot deal with complaints directly, it does collate statistics on complaints. Every quarter it compares the number of complaints per 100,000 customers for each UK telecoms provider.

Wait Times 68

Wait Times Comparison Consumers Report 68

CSM Magazine

JULY 13, 2022

When it comes to money, it’s responsible to make informed choices regarding who you do business with, especially in banking. Entrusting your hard-earned income to an establishment isn’t something that you should do haphazardly. Consumers deserve a bank that offers competitive rates, innovative financial products, and quality services. Unfortunately, the relationship between banks and consumers varies.

Banking 59

Banking Customer Service Customer Experience Financial 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

Gainsight

JULY 13, 2022

Get connected. Get on track. And get ahead of the pack. You can do it all at Pulse 2022, the event of the year for product-obsessed professionals. . At Pulse 2022 you’ll learn proven strategies for product-led growth, driving, adoption, user retention, and how to build effective roadmaps. You will also discover the industry’s latest trends, and connect with like-minded thinkers and doers in the product management space. .

Roadmap 59

Roadmap Conference Analytics Strategy 59

CSM Magazine

JULY 13, 2022

Contact center leaders are struggling to keep pace with ‘unrealistic’ demands. Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide. The research, commissioned by end-to-end contact center testing specialist Hammer , has revealed an alarmingly consistent picture of contact centers close to breaking p

Contact Center 59

Contact Center Survey Healthcare Insurance 59

dscout People Nerds

JULY 13, 2022

UX video game expert Veronica Zammitto has brought her expertise to Electronic Arts for almost a decade. Hear her insights on engaging entertainment.

Video 59

Video Entertainment Engagement 59

Merkle

JULY 13, 2022

Our Loyalty Barometer Report covers emerging loyalty topics and examines how consumer mindsets are shifting, so brands can ensure their customer strategies are current and relevant. In the fifth annual report, we took an expanded view of loyalty, looking at how consumers feel about loyalty programs and understanding their view of loyalty within the customer experience and brand messaging.

Loyalty Programs 52

Loyalty Programs Loyalty Report Consumers 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

Optimove

JULY 13, 2022

Web & Mobile Personalization. Personalization platform for websites, mobile apps, and digital marketing channels. Optimove’s Web & Mobile Personalization capabilities allow marketers to deliver relevant and in-the-moment content recommendations on their website, app, and marketing channels. With over 20 “white-box” Machine Learning models to choose from, Optimove’s clients can deliver exceptional, personalized experiences in real-time, resulting in faster time to conversion and higher cu

Multi-Channel 52

Multi-Channel Touchpoint Trends Marketing 52

Merkle

JULY 13, 2022

Our Loyalty Barometer Report covers emerging loyalty topics and examines how consumer mindsets are shifting, so brands can ensure their customer strategies are current and relevant. In the fifth annual report, we took an expanded view of loyalty, looking at how consumers feel about loyalty programs and understanding their view of loyalty within the customer experience and brand messaging.

Loyalty Programs 52

Loyalty Programs Loyalty Report Consumers 52

Zonka Feedback

JULY 13, 2022

Word-of-mouth is still as impactful and customers speak when the experience is either extraordinary or extremely poor. According to an American Express study, a customer would share their poor experience with a brand with 15 more people. This can mean the loss of 15 potential customers. So, it goes without saying that customer feedback is something that successful brands base their growth strategy on.

Feedback 52

Feedback Study Brands Strategy 52

Lithium

JULY 13, 2022

In the sweltering southern city of Nashville, Tennessee, Customer Experience leaders gathered to discuss the emerging customer experience trends in our rapidly changing world. Three key trends were identified and discussed across the three days and several information sessions. These three trends displayed the importance of centralizing a brand's customer engagement hub.

Conference 52

Conference Self Service Social Media Contact Center 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

The DiJulius Group

JULY 13, 2022

Joel Sylvester has an unsurpassable passion for customer service. His career spans hundreds of companies, working with brands like Mayo Clinic, Wells Fargo, South Carolina Parks, Ohio Parks, and Fellowes. He has over 20 years of crafting exceptional customer experiences under his belt. Today, Joel lives in Sioux Falls, South Dakota with his family. He.

Contact Center 52

Contact Center Groups Brands Customer Service 52

kommunicate

JULY 13, 2022

Last Updated on July 13, 2022 Shopify has a simple and easy-to-understand pricing plan. Still, picking the right plan for your eCommerce business could be difficult. You cannot go for the basic plan and feel short of features or go for a higher plan only to realize that it is too expensive for your current [.]. The post Shopify Pricing in 2022: You can’t miss this Guide appeared first on Kommunicate Blog.

Ecommerce 52

Ecommerce Customers 52

dscout People Nerds

JULY 13, 2022

If your organization has high demand for research and limited staff, the “bento box” training program might be right up your alley.

Study 52

Study Training 52

Knowmax

JULY 13, 2022

The post 4 Millennial Customer Service Expectations And How To Reach Them appeared first on Knowmax.

Customer Service 52

Customer Service How To Customers Customer Expectations 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

Magellan Solutions

JULY 13, 2022

Healthcare Shared Services for your Medical Center. There’s no denying the importance and urgency of the healthcare industry b ecause it is so important to protect people’s lives and health. This is an industry that doesn’t like taking risks or making mistakes. But health care is still its own business. Even though it’s a unique and important business, it’s still a business.

Healthcare 40

Healthcare Industry Insurance Data 40

Optimove

JULY 13, 2022

What is Mobile Marketing? Mobile marketing is any marketing campaign that promotes products or services through mobile devices. By connecting with customers through mobile devices, you can create a cohesive customer experience. Most people always have their phones with them, allowing you to connect with customers in real time. Mobile marketing is used to attract customers in an interactive and personalized way.

Marketing 40

Marketing Social Media Advertising User Experience 40

Forrester's Customer Insights

JULY 13, 2022

The economic turmoil trailing in the wake of the COVID-19 pandemic is roiling. CMOs cannot simply dust off their recession playbooks from years past and expect to understand — let alone serve — customers today: The unique combination of social, economic, and political tensions in this moment will shape when, where, and why consumers are […].

Consumers 26

Consumers B2C Customers Retail 26

Optimove

JULY 13, 2022

What is Web Personalization? Web personalization gives website visitors a unique experience, fit for their needs and desires. Customers now expect a personal digital experience that is like the personalization they receive in store. Web personalization is used to create a personalized experience on mobile apps, digital ads, emails, websites, and more.

Social Media 40

Social Media Measurement User Experience Strategy 40

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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

JULY 13, 2022

“The consumer is our boss.” This statement is at the core of a defining principal at my former employer, Mars, and the spirit of this idea is similarly at the core of many B2C companies’ operating philosophies. Forrester calls putting the customer at the heart of everything you do, “Customer Obsession” and it’s proven to […].

B2C 26

B2C Marketing Consumers Customers 26

SmartKarrot

JULY 13, 2022

Most businesses focus on a transactional customer experience — what happens at the moment of purchase. In reality, before and after events of the transaction have an equal impact on your customer satisfaction and loyalty. In this digital age, customers are spoilt with choices. As a result, it is more important than ever to delight them and keep them returning for more.

Customer Experience 11

Customer Experience How To Touchpoint Customer Journeys 11

Forrester's Customer Insights

JULY 13, 2022

Are Integrated Agency Relationships The Way Of The Future? Many indicators point to “yes.” CMOs Want Integration Intrigued by the potential lift from integrated marketing solutions, CMOs are changing the nature of their agency relationships to be more connected and improve marketing impact. Our research shows that nearly two in five CMOs will restructure their […].

Connections 26

Connections Marketing Advertising B2C 26