How to prove the ROI of digital customer feedback
GetFeedback
FEBRUARY 4, 2021
Three ways to prove the return on investment of your ecommerce feedback program.
GetFeedback
FEBRUARY 4, 2021
Three ways to prove the return on investment of your ecommerce feedback program.
Steve DiGioia
FEBRUARY 4, 2021
Earlier today I got into a silly conversation with a friend about one of the biggest issues that we face today – Which donuts are better, those from Dunkin Donuts or Krispy Kreme? Regardless of the answer, this question brought me back to one of the earliest posts that I wrote on my blog and I wanted to share it with you. Here goes…. After running chores early one Super Bowl Sunday, I reminded my wife that we needed to be home in time to watch the big game.
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NICE inContact
FEBRUARY 4, 2021
In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents. As we reflect on the past year, we are proud of our efforts to assist customers new and old.
GetFeedback
FEBRUARY 4, 2021
Recommendations for getting finance alignment and support to meet your CX goals in 2021.
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.
dscout People Nerds
FEBRUARY 4, 2021
30+ years of making experiences more intuitive, natural, and delightful—Ed Halpern of AbbVie on carrying a human-centered ethos across contexts and questions.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Hero Digital
FEBRUARY 4, 2021
Baby Boomers are predicted to pass $8.8 trillion in assets to the generations following them over the next decade. Financial institutions need to be prepared to connect with these younger customers, taking into account how each generation’s bank relationships differ. While Boomers have historically been very loyal to their banks, Gen X customers tend to be a bit more skeptical of their financial institutions.
Zeisler Consulting
FEBRUARY 4, 2021
Y’all know I’m a big fan of metrics. Long before I was in CX, I was in Process Engineering (Lean Six Sigma and Operations Research), and long before that I was an analyst. My BS is in Mathematics, and I teach Statistics at the Air Force Academy. So yea, I dig numbers. I write about them a lot. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before.
Kustomer
FEBRUARY 4, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. Learn how Shannon has built an excellent team to provide world class customer service by listening to the podcast below. Problem Solving Through Connection.
Talkdesk
FEBRUARY 4, 2021
Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. By now, many contact center agents have settled into their new remote work routines, and research shows that they may be in it for the long haul. According to Gartner, 82% of companies will allow employees to work remotely at least some of the time, while nearly 50% of companies plan to make remote work permanent.
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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.
One Millimeter Mindset
FEBRUARY 4, 2021
Do you understand how to leverage the anatomy of No to move projects forward? Are you making things happen, together, or not? Typically you and I encounter that word as a stall tactic. For starters, when decisions need to be made, naysayers seem to crawl out of the virtual workplace woodwork. They voice their opinions at the most critical times to project momentum, don’t they?
dscout People Nerds
FEBRUARY 4, 2021
We asked experts for their best advice for moving from “transactional” to “cooperative” participant engagement. .
Vanilla Forums
FEBRUARY 4, 2021
It’s only normal to want to compare how we are doing to others. Frequently, I will hear from people new (and sometimes not new) to the community space and they want to know how they are faring to communities in the same space. On the surface it seems like a simple business question. We do community and others do community - how are we doing comparatively?
Gainsight
FEBRUARY 4, 2021
In this manic world of SaaS, SPACs, and shorts, money and valuations have taken center stage, for better or worse. In the cloud world, though, there is a big gap between the highest and lowest-valued companies. So what does it take to get to the top? Net Dollar Retention Rules. Growth rate, gross margin, and other traditional metrics matter greatly.
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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.
Talkdesk
FEBRUARY 4, 2021
Talkdesk and Salesforce know that every interaction matters in acquiring and supporting your customers. Customers are contacting companies more and expecting a higher level of service. According to a survey by Accenture, 93% of customers agree that they expect every interaction with a company to be excellent. This means every touchpoint must be personal, timely and helpful.
iPerceptions
FEBRUARY 4, 2021
Customer service automation helps companies with providing exceptional customer service and building customer loyalty. The post Building Customer Loyalty: 3 Unexpected Ways Email Automation Can Help appeared first on Astute.
Interactions
FEBRUARY 4, 2021
We talk a lot about business continuity planning (BCP) and crisis management on our blog. How can contact centers handle volume spikes? How can technology prevent disruptions in business? How can businesses continue to thrive through unpredictable events? But what about the opposite? How, after a year (or more) of the pandemic, will businesses transition back to incorporating more in-person volume?
BirdEye
FEBRUARY 4, 2021
If you’ve ever stared down an Excel sheet filled with thousands of rows of customer feedback and felt overwhelmed, you’re not alone. It’s a daunting task to identify sentiment themes and turn that data into actionable insights that your team can strategically leverage. Yet, as challenging as it is, there’s no avoiding the important role that customer feedback from reviews and survey responses play in business growth.
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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,
CSM Magazine
FEBRUARY 4, 2021
The global pandemic led to billions of people around the world spending the year 2020 behind closed doors. For most of the year, many of us didn’t have any face-to-face interaction with anyone living outside our home, except for delivery people and cashiers at the grocery store. Even those interactions weren’t truly face-to-face as our visages were hidden behind masks.
Hallmark Business Connections
FEBRUARY 4, 2021
Content marketing sells. In fact, it sells so well that most brands rely on a proprietary combination of traditional “salesy” advertising and more creative, education-focused pieces. How many times do you receive an offer to download a whitepaper, read an intriguing article, or watch an exclusive behind-the-scenes video, for instance? These fall under the umbrella of content marketing, and they’re useful.
Customer Experience Insight
FEBRUARY 4, 2021
There’s no time like now to show customers love and gratitude. Here are 11 ways to make it special. Any time of the year – and especially after a year like the last one – is relevant to thank customers and send some gratis their way. But while our hearts and minds are on love – it is American Heart Month and nearly Valentine’s Day – it’s even more spot-on.
Amplifai Coaching Category
FEBRUARY 4, 2021
According to DDI, the #1 reason Frontline Leaders fail is because of interpersonal skills associated to coaching. And, 80% of Agents who leave, do so because of their direct Supervisor.
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.
MyCustomer
FEBRUARY 4, 2021
Download this Whitepaper. Lead goal. 200. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. This whitepaper explores how emphasising employee engagement is key to becoming a customer-centric organisation.
Amplifai Coaching Category
FEBRUARY 4, 2021
Micro-learning, while not a new concept, is extremely effective. And we're taking it to a new level with the integration and intelligent distribution of micro- and nano-learnings throughout global contact center operations.
Optimove
FEBRUARY 4, 2021
Do you know what the right ratio is between automated and non-automated campaigns for a healthy CRM Marketing strategy? While there is no one right answer, some marketers think achieving 100% automation is a legitimate goal. But we know you certainly don’t want your entire marketing strategy to be automatic. From our experience, approximately 85% should only be automated, and the remaining should mix behavior-based campaigns, ad-hoc events, experiences, and more.
Amplifai Coaching Category
FEBRUARY 4, 2021
Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!?
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Wootric CX Blog
FEBRUARY 4, 2021
When you begin using Net Promoter Score (NPS) surveys as part of your CX program, you should probably keep it simple. That means surveying every customer with the same NPS question on a cadence that makes sense for your business. As your customer experience program matures, there are scenarios where treating groups of users differently can help you get more strategic value from your Net Promoter Score program.
Magellan Solutions
FEBRUARY 4, 2021
In this article, we will look into the world of telemarketing services here in the Philippines. Telemarketing has a bad reputation to many consumers. It is somehow understandable as some telemarketers are unscrupulous. But when used properly, telemarketing can be your business’s greatest weapon. The telemarketer’s ability to sell will depend on how he will be able to make connections.
Perceptive
FEBRUARY 4, 2021
This research was featured in Stuff.co.nz in 4 February 2021. Read the write up here. Last year, Perceptive surveyed 1000 New Zealanders about their Christmas spending intentions. Did we plan to spend less or more? What would we buy? Would we purchase on credit or debit? Today, we delve into part two of Perceptive’s Christmas spending study. Harnessing Paymark data—the largest transactional data set it in New Zealand—Perceptive is exploring how Kiwis truly spent over Christmas.
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