Sat.Jul 23, 2022 - Fri.Jul 29, 2022

10 Ways to Improve your Customer Centricity Today

C3Centricity

Many of you know that it is vital to continuously improve your customer centricity. You must put the customer clearly at the heart of your business in everything you do. But that’s easier said than done, because your customers are constantly changing.

How the Right CS Platform Can Help You Do More with Less

Totango

Protecting and growing your current customer base should be your top priority right now, but how do you do that when your marketing and sales budgets have been slashed and hiring has stopped? During periods of economic uncertainty, you need to do more with less.

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The Customer Experience Benefits of a Community

Vanilla Forums

Most of us at some point have heard someone utter the phrase, “it takes a village.” It’s used in a variety of situations from child rearing, to setting up a business. At its core the message behind the phrase is that some things require the help of multiple people. Community

3 Benefits of Knowledge Management for Customer Service

Kayako

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. When looking at actual customer behavior, the opposite is true.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

Coffee: A Hot Commodity for Convenience Stores

IntouchInsight

Coffee is a big part of many consumers’ daily routines. Whether it’s a kick of caffeine in the morning or a little boost to power through the afternoon, just under 75% of consumers surveyed said they regularly purchase coffee.

Survey 156

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3 Reasons Customers Say They Don’t Trust Chatbots, and What You Can Do About It

TechSee

The evolution of chatbots in customer service has generated much fanfare over the years. Chatbots promise a better customer experience by reducing wait times, delivering the digital experiences customers want, and providing 24/7 service on-demand.

Amazing Business Radio: Deon Nicholas

Shep Hyken

Human-Centered AI. Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience.

Why Customer Expansion Should Be A Critical Component of Your Growth Strategy

Totango

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells?

Alida Summer ‘22 Product Release: Customer Journeys helps improve your customers’ entire experience

Alida

Our Q3 release also includes 15 new features to further boost the Alida TXM platform. Customer Experience

Discover What Stage Your CE Program is in and the Next Steps for Tomorrow’s Growth

Get the Customer Education Maturity Model Self-Assessment to quickly determine which of the 5 maturity stages your program is in today and then identify the next high-impact initiatives to undertake to advance to the next stage of program growth.

For AEC Firm UMC, Robust ROI Follows Fast CRM Implementation

CSM Magazine

For UMC, a century-old construction firm known for taking on some of the most complex, ambitious, and challenging projects in the business, from Seattle’s Space Needle to Amazon’s Spheres, there’s no settling for “good enough.”.

ROI 87

4 Questions CSMs Should Ask to Gather Quantitative Results 

ClientSuccess

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. On the qualitative side, there are indicators such as customer satisfaction, sentiment, and other ad-hoc information that customers share.

Port In The Storm: Takeaways From Amazon’s Q2 2022 Earnings

Forrester Digital Transformation

After years of spending lavishly on growth, Amazon cut costs in Q2 2022, reducing headcount by 6% and, according to CEO Andy Jassy, “improving the productivity of [its] fulfillment network.”

Designing Self-Service for Customer Success

COPC

Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. As opposed to forcing people into channels they don’t want to use.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Chewy: A Brand Pet Owners Can’t Live Without

The DiJulius Group

An online retailer of pet food and other pet-related products, Chewy is quickly becoming one of the most loved brands that customers can’t live without.

What is the Importance of Student Feedback & Ways to Collect Student Feedback?

Zonka Feedback

Feedback is an essential component of the educational system. It can be incorporated to enhance teaching and learning techniques since it has an immediate impact on the process of acquiring knowledge and has a direct impact on both teaching and learning. Feedback Management

Announcing changes to the 2023 Journal Citation Reports

Clarivate

Starting from the 2023 JCR release, Journal Impact Factors will be expanded to all Web of Science Core Collection journals including arts and humanities.

Report 111

CMA tackles fashion industry “Green Washing” claims

Helen Dewdney

The Competition and Markets Authority (CMA) has today (29 July 2022) announced that it will investigate sustainability claims about fashion products sold by ASOS, Boohoo and George at Asda. What is green washing?

Customer Education Maturity Model: How Customer Learning Programs Create Value

The Customer Education Maturity Model was developed from an extensive industry study and delivers a comprehensive guide to moving the needle on your program including a roadmap for growth and the common stages, and barriers, of program development.

How Customer Success can transform your SaaS business

ChurnZero

This article was originally published on Forbes.com. Acquiring new customers is good. But keeping the customers you have is better. With the rise of the SaaS model, retention has dethroned acquisition as the primary means to achieve long-term growth and high valuation.

Establishing the True Value of Customer Retention

ReviewTrackers

ReviewTrackers

4 Reasons Why FinTech Firms Need to Focus on Privacy and Security

Helpware

Cybercrime is rising in all industries, but its effect is felt acutely among financial firms. The financial sector experienced a significant one-year spike, with 74% of institutions facing a significant rise in threats, while others worried about the future. Digital CX Fintech

Spot fake text messages and prevent phishing scams

BirdEye

It seems like just about everyone has received a fake text message. Fake text messages can come from many places, but they all have one thing in common: they’re designed to trick you into sharing your personal information.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Guest Post: 7 Factors Influencing First Call Resolution

Shep Hyken

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees.

Why Brand Consistency Matters and How to Build It

ReviewTrackers

ReviewTrackers

Brands 101

Ready To Use Chatbots? Be Sure You Understand Customer Pain Points First

Cyara

A Little Empathy Goes a Long Way. Chatbots have come a long way. Usage of this technology, which once handled only a small portion of customer interactions, is growing at a rate of 22.5% per year.

Add conversational AI to any contact center with Amazon Lex and the Amazon Chime SDK

AWS Machine Learning

Customer satisfaction is a potent metric that directly influences the profitability of an organization.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.