Alida

MAY 19, 2022

Pixel United has harnessed the power of communities to a hilt, not only by developing an insight wellspring, but establishing lasting relationships with the members.

130

130

The DiJulius Group

MAY 17, 2022

For a truly great organization, a leader’s first priority needs to be helping people lead great lives…we need to be the type of company that helps employees be their best selves and have a chance at building meaningful and constructive lives. If you want to build a world-class employee experience culture, make sure you don’t. Read Full Article.

Culture 134

Culture Employee Experience Groups Company 134

Heart of the Customer

MAY 17, 2022

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions. Two similar organizations can have very different outcomes based on how they answer […].

Customer Journeys 78

Customer Journeys Examples Course Customers 78

InMoment XI

MAY 18, 2022

B2B purchasing decisions are complex. They’re financial. They’re political. But more than anything—they’re unpredictable. While B2B firms have more systems in place than ever to predict sales outcomes, they’re still blindsided when prospects choose another vendor. But it doesn’t have to be that way! To avoid this fate, it’s critical to have a process in place for exploring, analyzing, and improving the buyer experience —win or lose.

B2B 493

B2B Company Roadmap Sales 493

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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

Lumoa

MAY 19, 2022

Online shopping has become the norm across a wide range of industries and this practice is still on the rise. Retailers need to assess all of the potential variables impacting the performance of their shopping apps to be successful and customer reviews allow them to collect feedback directly from the source. According to our State of the Shopping Apps Report for 2022, technical variables have a huge impact on customer satisfaction levels – but the list of factors that users take into accou

Report 208

Report Ecommerce Retail Customer Satisfaction 208

Comm100

MAY 20, 2022

Customer service expectations have never been higher. Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. The burden now firmly sits with organizations of all sizes and industries to match these expectations – or lose out on business. When today’s customers reach out for support, they want support anytime, anywhere, effortlessly.

Software 181

Software Wait Times Multi-Channel Consumers 181

InMoment XI

MAY 17, 2022

Even if you don’t work in the HR space, you’ve probably seen the term “The Great Resignation” cross your news feed at least once (or 100 times, more likely). At the very least, no matter what department you operate out of, you’ve seen the unprecedented level of churn the job market is experiencing right now. And that might leave you wondering: what employee must haves are convincing employees to leave their old jobs for new ones?

Trends 492

Trends Culture Connections Brands 492

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. As Blue Ocean continues to position itself for growth in the post-pandemic era, Amy will play an integral leadership role in this effort, leveraging her extensive knowledge of the business to power sales and marketing initiatives.

Sales 156

Sales Marketing Advertising Customer Care 156

IntouchInsight

MAY 16, 2022

Analysis paralysis can be a real problem. The more data you’ve collected the better informed your business decisions will be. But distilling raw numbers or drilling down to the right level to pull out actionable insights is challenging. That’s where our dashboard and reporting tools really make a difference.

Data 156

Data Analysis Report Tools 156

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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

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy. What is Occupancy in the Contact Center? Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.

Call Center 109

Call Center Contact Center Self Service Multi-Channel 109

Solvvy

MAY 20, 2022

Gratitude. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for! A week ago we announced that we had entered into an agreement to be acquired by Zoom Video Communications , one of the most iconic and innovative companies in the world. And today, it’s official!

Innovation 126

Innovation B2B Financial Video 126

ShepHyken

MAY 18, 2022

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. And sometimes, it’s more than just a misunderstanding or a breakdown in communication. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. Or sometimes employees are asked the same question so many times that they get sick and tired of customers asking, and it shows in the way they respond and act.?

Customer Service Training 120

Customer Service Training Training Customer Service Communication 120

Merkle

MAY 20, 2022

As we discussed in our last post , once your organization has an identity of a customer developed and can update customer profiles in real time as new engagements happen, you can watch the journey progress and build through marketing efforts.

Customer Journeys 105

Customer Journeys How To Management Customers 105

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

CSM Magazine

MAY 18, 2022

Improving your customer service can have a whole range of benefits to your business. But which elements should you focus on? Here are 5 key areas of customer service you should consider improving. 1. Email. Are your email addresses easy to find online or on customer documents? If customers are trying to contact you, it is likely that something has gone wrong, so ensure that finding your contact details does not frustrate them further.

Chatbots 105

Chatbots Customer Service Customer Service Representative Social Media 105

Kapta Customer Success

MAY 16, 2022

The secret to a strong revenue pipeline isn't continual growth into new markets, with rapid lead acquisition, conversion, and sales. Instead, it's the long-term customers: the ones who trust your brand, will go out on a limb to try new products and services, refer you to their associates, and stay with you for renewal after renewal because of their faith in your relationship.

Customer Retention 104

Customer Retention Management How To Sales 104

Beyond Philosophy

MAY 19, 2022

We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . We discussed this idea of subscriptions on a recent podcast. I got interested in it because it involves my favorite company: Apple.

Examples 89

Examples Consumers Resources Report 89

Merkle

MAY 19, 2022

Since 2020, shifts in event strategy to digital and hybrid events have pushed the webinar into a place of prominence in the B2B marketing mix. And even as in-person events return, webinars still offer a compelling way to deliver reach, depth, and engagement. Not only are they a more cost-effective option to engage buyers and customers, but the digital format also offers a treasure-trove of audience insights – when deployed correctly.

B2B 105

B2B Strategy Marketing Engagement 105

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

Bill Quiseng

MAY 18, 2022

Business leaders are happy because their customers are satisfied. But that’s not good enough. Customers feel that service is good, not better, just average. Nobody raves about average. And satisfied customers will leave once they find something better or less expensive. So don’t serve to sell to customers. And don’t serve to satisfy customers. Serve to delight them.

Exceptional Customer Service 88

Exceptional Customer Service Customer Service Training Training Customer Service 88

Zonka Feedback

MAY 20, 2022

Do you often create surveys and wonder how to make them effective? Do you want to have a good response rate on your surveys to get real customer insights and improve your business accordingly? Well, launching effective customer surveys and getting constructive feedback is an essential part of any business to make the right business decisions at the right time.

Survey 98

Survey How To Feedback Customer Insights 98

Education Services Group

MAY 20, 2022

The Reason. It’s a normal day so far. Pre-pandemic when I went into an office every day. The commute this morning was long—typical combination of traffic and Cincinnati construction. I just got back from lunch with my friend and coworker Gary—double reward points day at our local sandwich shop somehow makes roast beef taste better. I open my laptop and start scanning through the five or six emails that have come in while I was gone; mostly spam—straight to trash.

Customer Success 98

Customer Success Net Promoter Score Customers Metrics 98

Clarivate

MAY 19, 2022

There are more than 65,000 early career researchers in Ukraine. In this blog post, we spotlight the young scientists in the country and the disciplines in which they work. As the devastating effects of the war there continue, the future of research in Ukraine is uncertain. Continued escalation of conflict in Ukraine has halted much of the country’s research, as many academics have been displaced and others tragically killed or or missing [1].

Government 98

Government Resources Innovation System 98

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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

Call Experts

MAY 20, 2022

After hours and helpdesk support are two of the most critical business processes for companies. As the first point of contact, a contact center answers for your customers and prospects 24-7. It’s essential to ensure that you never miss an opportunity to grow your business. Unfortunately, many companies are not able to provide this level of service.

Contact Center 98

Contact Center Call Center e-support Self Service 98

Zonka Feedback

MAY 19, 2022

Surveys are a great way to collect Customer Feedback and know what your customers feel about their experience with your products, services, and organization. When you get this vital information, you can improve your business, follow customers’ opinions to make the right business decisions, enhance your strengths and USPs, work on your weaknesses, resolve customer issues, and prevent churn.

Feedback 98

Feedback Survey Report How To 98

Adrian Swinscoe

MAY 17, 2022

This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […]. The post The biggest digital transformation trends in 2022 and beyond first appeared on Adrian Swinscoe.

Trends 98

Trends 98

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. EY, TrustRadius, G2, SIIA CODiE, and APPEALIE have recognized ChurnZero’s platform, team, and customers in areas ranging from technological innovation and customer success services to the strategic vision of its senior leaders.

Industry 98

Industry Chief Customer Officer Leadership Software 98

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

Retail

BirdEye

MAY 16, 2022

If you want your business to have a well-established online presence, you need to consider the weight of Google reviews on your ranking and reputation. Reviews are a way to grow your business digitally, both in how you rank on Google and how customers rate and review your products. But, getting more reviews on your own is not that simple. This article will show you how to get more reviews, and more customers using a Google review service.

How To 98

How To Competitive Advantage Interaction System 98

Kustomer

MAY 18, 2022

Artificial intelligence is making a major impact on customer service and shows no sign of stopping. The increased interest is warranted — Forbes contributor Kathleen Walch of Cognitive World said AI is a useful tool that’s improving customer service , enhancing customer loyalty, enabling better brand reputations and allowing customer service agents to focus on tasks of greater value that can bring companies more business.

Chatbots 98

Chatbots CRM Loyalty Customer Service 98

West Monroe

MAY 16, 2022

A lot can change in a quarter or two—a lot. That’s what executives proved in West Monroe’s latest quarterly executive poll. At the end of last year, Covid’s effects were waning, travel was increasing, and 2022 looked like a comeback year. That’s partly why 75% of C-suite executives told us they were bullish on the economy in Q4 2021.

Report 98

Report Banking Competitive Advantage Culture 98