Customer Bliss

JANUARY 11, 2019

Are you doing all that you can to help your company earn customer-driven growth? The key word here, is, earn. You can earn customer growth by anticipating their needs, extending patience, and showing respect at all times. This is a topic I address in my latest book, Would You Do That To Your Mother? My goal with the book is to help you focus your decision making and actions on what matters most so you can inspire new behaviors inside of your company.

Resources 268

Resources Study Customers Company 268

natero

JANUARY 11, 2019

The start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we've made. Some errors are easy to remedy, while others require us to change our behavior in more substantial ways. Here are four mistakes I commonly see Customer Success teams make and how to address them.

Customer Success 100

Customer Success How To Customers Management 100

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback. For example, if a customer complains about being overcharged, the company may respond with an apology and issue a refund.

Examples 93

Examples Feedback Strategy NPS 93

Influitive

JANUARY 11, 2019

We’re living in the experience economy, where consumer preferences are shifting from material things to experiences. In the B2B world, where events can sometimes be standardized affairs, savvy marketers know that standout experiences are the best way to cut through the noise and inspire word-of-mouth promotion. Today, we’ll focus on one specific aspect of live.

Examples 80

Examples Tips Marketing B2B 80

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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

Oracle

JANUARY 11, 2019

Adapted advice from the Experience This! podcast with Joey Coleman and Dan Gingiss. Are you handling and responding to your customer reviews like a pro? In episode 39 of Experience This! , a customer experience podcast series, hosts and CX experts Joey Coleman and Dan Gingiss explain the best way to get and respond to customer reviews. Dan and Joey begin the episode by discussing how reviews are a valuable way for future clients to learn what you offer and for your customers to show how they fee

Customers 77

Customers Tips Feedback Customer Experience 77

Chadwick Martin Bailey

JANUARY 11, 2019

I’m a big fan of The Great British Baking Show —a tv series following the trials and tribulations of amateur bakers vying to be named the UK’s best baker. Each episode, the bakers tackle a different skill with increasing difficulty as the competition unfolds. For those unfamiliar with the delightful show, the second portion of the competition, called the Technical Challenge, requires bakers to make an unfamiliar recipe with scant instructions.

Marketing 61

Marketing Consulting Analysis Report 61

SurveySparrow

JANUARY 11, 2019

If you read the signs right, it makes sense. The X-factor that defines your brand and drives people to pay for it, may not be what it was a decade before. You should have seen this change coming. How feature-rich your product is doesn’t cut it anymore. Your wallet-friendly pricing plans will soon stop convincing people to switch. The economy doesn’t work the way it did in the post-WWII flurry.

Customer Experience 55

Customer Experience Marketing Brands Trends 55

ReviewTrackers

JANUARY 11, 2019

Image courtesy of Yelp. The data of over 50 million Yelp business listings isn’t just available on the Yelp website or app; it can also be available through an API — although Yelp restricts some access. API, which is short for Application Program Interface, is a way for two pieces of software to “talk” with each other. With Yelp APIs, developers can integrate important data points from Yelp listings and show them in their own custom apps or websites.

Software 50

Software Data Company Customers 50

LiveChat

JANUARY 11, 2019

Think product descriptions don’t matter? Think again. According to a recent study by Salsify , 87% of online shoppers say that product description is either extremely or very important as they consider purchasing decisions. And Overstock reported that once it began using outsourced freelancers to write its product descriptions on its most popular pages, it realized an 84% increase in traffic in one month.

Sales 55

Sales Video Retail Consumers 55

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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

ChurnZero

JANUARY 11, 2019

This is a guest blog post by Joe Daniels, Head of Content at Receptive. It’s no secret that Customer Success and Product teams have a bit of a love-hate relationship, and when it comes to communicating and working together things don’t always go smoothly. With that in mind, I thought I’d cover some of the common misconceptions that CS folk have about Product folk, and explain why they’re wrong… . 1 – Product Doesn’t Care About Our Customers.

Customer Success 45

Customer Success Roadmap Return on Investment Feedback 45

Forrester's Customer Insights

JANUARY 11, 2019

Leverage Channel Data To Give Partners A Better Experience: Winning In The Channel Requires Data-Driven Program Innovation Brands that provide an enhanced partner experience grow faster than their peers, are more profitable, and drive higher customer satisfaction and retention downstream. Smart channel professionals are looking at data across the partner journey as a […].

Data 55

Data Customer Satisfaction Innovation Brands 55

Confirmit

JANUARY 11, 2019

Customer experience (CX) professionals always want to know more. It’s in our nature. What are customers thinking? What do they want more of? Did they like our staff? Were they disappointed? The list of questions can get out of hand quickly. With attention spans short and too many surveys for customers to respond to, we need to reign ourselves in a bit and look at what we already have right in front of our noses.

Strategy 40

Strategy Contact Center CRM Innovation 40

TeamSupport

JANUARY 11, 2019

Running a SaaS (Software-as-a-Service) company is fun. It’s usually created by a couple tech enthusiasts with a great idea and extensive coding knowledge. Getting those first few customers feels amazing, and your core focus is on making them happy. They’ve got your cell number and you’re just a phone call away for anything they need. However, as you acquire more customers, things change, and before you know it most of your day isn’t spent improving the software.

Customer Service 40

Customer Service Customer Experience Self Service B2C 40

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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

Survicate

JANUARY 11, 2019

Online CRM. 50+ employees. Survicate customer since: February 2018. Survicate features used: Email surveys. Survicate NPS ®. How Agendor keeps improving their product with Survicate Website Surveys, and how a Product Management NPS ® Survey can be used to improve the work of the entire company. Agendor is an Online CRM with web and mobile solutions for sales professionals.

NPS 40

NPS Customer Insights Survey Roadmap 40

Grade.us

JANUARY 11, 2019

Hey, great news! You don't have to read another "what's hot in marketing in 2019" post. Why, you ask? Because I can pretty much sum it up in one word: chatbots. They're at the forefront of everyone's mind right now, and if you aren't using them already, they need to be at the top of your company's marketing agenda. Meet the Chatbots. When a chatbot is done correctly, you'll know you're talking to a bot.

Chatbots 39

Chatbots Marketing Social Media Metrics 39

Kerry Bodine

JANUARY 11, 2019

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. (And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here.

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

NetBase

JANUARY 11, 2019

As the lines between categories and industries overlap and blur, competitors are everywhere. On top of that, add consumers who won’t settle for less than what they demand, and you’ve got a recipe for brand extinction if you aren’t fully aware of where you stand in the ranks. Our Social Media Reporting Series continues with a look at how to use competitor analysis reporting to stay alive and thriving.

Analysis 45

Analysis Report Social Media Net Promoter Score 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

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Omnichannel interactions became a goal of companies when it became clear that customers wanted the ability to use multiple methods to handle a single issue.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45