TeamSupport

OCTOBER 12, 2018

It’s no secret that the SaaS (Software-as-a-Service) industry is on fire right now. More businesses are moving their technology stack from silo'd, on premise software installs to cloud instances with improved accessibility and reliability. Given so many companies are making this switch, why should you care at all about customer loyalty? After all, so many businesses are evaluating SaaS options that even if they churn, there will be five more waiting and ready to sign up, right?

Loyalty 53

Loyalty Company Competitive Advantage Software 53

ProProfs Chat

OCTOBER 12, 2018

First 100 customers. Sounds like an easy target? But, is it so? According to a study by Bureau of Labor Statistics , only 4% startups make it to the second year, 3% to the third year; 9% crawl upto fourth year and only 3% cross their wooden year (fifth anniversary). The above-mentioned statistics indicate that completing the target of 100 customers is a tough task for most of the startups.

Knowledge Base 94

Knowledge Base CRM Study Software 94

QuestionPro Audience

OCTOBER 12, 2018

Americans traveling solo is at an all-time high right now, particularly among millennials. Travel, in general, is easier than even a decade ago. With smartphones, we’re able to research and book travel plans, but once you’re there, activities cost money. Luckily, RetailMeNot recently conducted research to find out which U.S. cities are best to travel to alone when on a tight budget.

Travel 225

Travel Innovation Meeting Tools 225

Beyond Philosophy

OCTOBER 12, 2018

What are the six strategies for making your experience convenient? Colin and Ryan interview Shep Hyken, Customer Service and Experience expert about his latest book “ The Convenience Revolution ‘ Shep reveals these strategies. The post How To Make Your Experience Convienent appeared first on.

How To 120

How To Strategy Customer Service Customer Experience 120

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

Win the Customer

OCTOBER 12, 2018

The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . “Customers have begun to use, and in some cases even prefer, non-agented interactions,” says Ian Jacobs, principal analyst at Forrester. “They use knowledge bases, FAQs, mobile customer self-service, chatbots and peer-to-peer communities in increasing numbers.”.

Self Service 98

Self Service Contact Center Knowledge Base Call Center 98

Feedbackly

OCTOBER 12, 2018

We tend to be more productive in the sun, and one of the things we as a team look forward to the most is our yearly remote working week. Last year we went to Spain to have a week of strategic planning on the beach and it turned out to be a huge success (big surprise). This year, we did a vote and decided on beautiful Lisbon, Portugal. We rented a villa on the beach and headed down there from our Helsinki HQ at the end of September… Here’s how it went.

Feedback 84

Feedback Software Meeting Policies 84

Influitive

OCTOBER 12, 2018

It’s been five years since Influitive published the Advocate Marketing Playbook. Since then, it’s been downloaded over 5,700 times. Hundreds of companies followed those proven plays to achieve success in developing powerful advocate programs. But another interesting evolution happened. We witnessed amazing creativity and innovation as individuals at these companies took the principles of advocate.

Innovation 87

Innovation Marketing Customers Company 87

Integrity Solutions

OCTOBER 12, 2018

Effective communication skills isn’t a “soft” issue; it’s a real business challenge with significant consequences. Effective communication skills — it sounds like a “soft” issue, right? Hardly. In fact, the inability to communicate clearly and productively with a diverse audience is creating serious business consequences for organizations every day.

Communication 77

Communication Training Conference Study 77

Gainsight

OCTOBER 12, 2018

I cringe every time I’m in a conversation with a Sales leader talking about Customer Success and they make the familiar reference to our outbound Sales team as “Hunters” and the CS team as “Farmers.” If you can relate, this post is for you! It’s time to scrap this notion of “hunting” and “farming” as the dominant models for how we work with customers.

Customer Success 75

Customer Success Industry Leadership Sales 75

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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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ReviewTrackers

OCTOBER 12, 2018

The information you provide to Google plays a key role in determining your search engine performance and visibility, which is why it’s important to edit a Google business listing to make sure everything is correct. Accurate listings are important because it can impact consumer behavior and purchase decisions. Research shows that 37 percent won’t consider a business with inconsistent information, and another 37 percent will take their money elsewhere if a business’ website is plagued with inconsi

How To 62

How To System Meeting Connections 62

North Highland

OCTOBER 12, 2018

Thoughtfully achieving transition objectives requires an understanding of how change is already affecting your organization. This blog is the first in a series on change saturation, in which North Highland shares perspective on three ways organizations can drive better results. Before they could complete their 3,000-vertical-foot ascent of rock climbing’s most difficult challenge – the previously unconquered Dawn Wall on El Capitan in Yosemite National Park – professional climbers Tommy Caldwell

How To 66

How To Financial Groups Government 66

ReviewTrackers

OCTOBER 12, 2018

The information you provide to Google plays a key role in determining your search engine performance and visibility, which is why it’s important to edit a Google My Business listing to make sure everything is correct. Accurate listings are important because it can impact consumer behavior and purchase decisions. Research shows that 37 percent won’t consider a business with inconsistent information, and another 37 percent will take their money elsewhere if a business’ website is plagued with inco

How To 50

How To System Meeting Connections 50

North Highland

OCTOBER 12, 2018

With the pace of change accelerating, outpacing many organizations’ abilities to absorb change, a wealth management firm recognized the importance of resilience. It faced a key challenge common across industries in which disruption has become the norm: Operating amid sustained change, change saturation had begun to set in. Leaders were worried about burnout, which could prevent change from being realized.

Culture 56

Culture Training Analytics Industry 56

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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

Totango

OCTOBER 12, 2018

We’ve had a very busy week full of exciting news at the Totango HQ and in Barcelona attending SAP CX Live! . First off, we are pleased to announce Totango Spark , our flagship software platform is now available. Spark guides enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster.

Customer Centricity 48

Customer Centricity Customer Success Analytics Customer Journeys 48

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Here are some highlights surrounding each: 1. Mentions. Mentions aren’t everything – they’re certainly not enough on their own – BUT… Mentions are a measure of brand awareness.

Social Media 49

Social Media Analytics Metrics Airlines 49

Totango

OCTOBER 12, 2018

We’ve had a very busy week full of exciting news at the Totango HQ, and in Barcelona attending SAP CX Live! . First off, we are pleased to announce Totango Spark , our flagship software platform is now available. Spark guides enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster. .

Customer Centricity 48

Customer Centricity Innovation Analytics Customer Journeys 48

Oracle

OCTOBER 12, 2018

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , and Ian Golding to spotlight modern customer experience excellence.

Hospitality 47

Hospitality Healthcare Leadership Measurement 47

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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

ChurnZero

OCTOBER 12, 2018

If you are like most B2B companies, Q4 is a busy selling season, which in turn means it also becomes a big renewal period for Customer Success teams. Because so much is on the line, Q4 can be a stressful period. But, if you’re prepared for it ahead of time, you’ll have a better chance of making things work in your favor. Follow these seven steps to proactively manage your Q4 renewals.

Management 45

Management Self Service Tips Effort Score 45

West Monroe

OCTOBER 12, 2018

This week West Monroe Partners released our signature research on an important topic, Digital Leadership. Surveying and curating insights from 407 business leaders on sixteen different elements of digital maturity, this report highlights key characteristics of digitally mature organizations seeking to increase revenue, growth, and profits in today’s dynamic markets.

Return on Investment 40

Return on Investment Culture Roadmap Leadership 40

Micah Solomon

OCTOBER 12, 2018

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Instead of pointing out what to do to improve your customer service (my usual mode of operations as a customer service consultant), today I’m going to point out the actions and mindsets that, if removed from your repertoire, wil

Consulting 40

Consulting Customer Service Hospitality Culture 40

Feedbackly

OCTOBER 12, 2018

We tend to be more productive in the sun, and one of the things we as a team look forward to the most is. The post Feedbackly Goes To Portugal appeared first on Feedbackly.

Feedback 40

Feedback Culture 40

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

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants. Since a dial-tone IVR is not be the best option for more extensive automation, many businesses are looking into implementing a more sophisticated soluti

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

CustomerSuccessBox

OCTOBER 12, 2018

Right customer onboarding is one of the important factors in determining whether the customer will be successful or not as the highest churn happens during the onboarding process. There are several types of customer churn and an onboarding specialist can actually reduce the customer churn during onboarding. “The seeds of churn are planted early.” – Lincoln Murphy.

Customer Success 61

Customer Success Management Sales Course 61

North Highland

OCTOBER 12, 2018

When the Wright brothers tried to fly their first glider in 1900, it was an unmitigated failure. Their design didn’t provide enough lift for the “flying machine” to get fully off the ground, nor did it provide the pilot enough control. It took multiple prototypes, development of a wind tunnel, and the support of a mechanic to build the airplane that made the first sustained flight on December 17, 1903.

Analytics 58

Analytics Tools Innovation Strategy 58

LiveChat

OCTOBER 12, 2018

I like to dig out marketing insights like a gold miner digs for gold. Uncovering a new marketing insight is like discovering a gold nugget that has the potential to increase ecommerce conversion rate. Conversion is where the money is. Recently, as I was digging through data for a few ecommerce websites, I noticed something big. When you analyze ecommerce conversions, you are looking at the sales that made it all the way through the checkout process.

Ecommerce 39

Ecommerce How To CRM Sales 39

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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

ShepHyken

OCTOBER 12, 2018

This week we feature an article by Chip Bell who writes about the importance of being easily accessible and convenient for your customers to do business with you. – Shep Hyken. I arrived at my river house in the North Georgia mountains late on a Friday night for a getaway weekend. After washing my hands in the master bathroom sink, I noticed water dripping out of the cabinet doors under the sink.

Banking 92

Banking Hospitality Government Retail 92