Alida
MARCH 8, 2022
CLV (Customer Lifetime Value) is an essential metric for any business. It not only has a massive impact on your bottom line, but it also ensures cash flow stability and opportunities for new business.
InMoment XI
MARCH 10, 2022
It’s no joke to say that we live in uncertain times. We’re hopefully turning the page on a pandemic, but steep inflation and unrest both at home and abroad are making many customers nervous about what’s around the corner. Unfortunately, this attitude and the events precipitating it have a big impact on customer experience (CX), which means that CX professionals like you face the daunting task of keeping your CX program effective in the face of multiple challenges.
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Comm100
MARCH 6, 2022
Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement. If credit unions want to keep up, it’s crucial they join them on this path towards digital transformation. As C.D Howe Institute, the policy research organization, summarized : “Unless credit unions are directly involved in the development of the new digital offerings, they will be left behind.”.
Lumoa
MARCH 10, 2022
Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Support tickets. Reviews. Feature requests. Social media mentions. Customer feedback can come at you a hundred different ways. But if you’re not putting that customer feedback to work in your marketing, you’re missing out on a huge opportunity.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
GetFeedback
MARCH 6, 2022
A recap of GetFeedback and Salesforce’s session at the 2nd Annual CX Impact Summit, featuring Natalie Roberts, Senior ISV Partner Account Manager at Salesforce.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
MARCH 9, 2022
Credit union member engagement is fundamental, and it’s not hard to see why. Engaged members spend 22% more than non-engaged members. Moreover, 43% of members don’t renew because of a lack of engagement with their credit union. As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. .
Alida
MARCH 10, 2022
While direct feedback from customers plays a critical role in helping CX leaders make informed decisions, most brands today are challenged with data overload and fail to effectively identify customer behaviour trends and patterns. As a result, decision-makers don't have meaningful insights that lead to action—leaving a staggering 82% of customers having to seek alternative solutions due to poor experiences and unmet needs.
TechSee
MARCH 7, 2022
Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. In today’s digital-first and customer-centric world, fast response time and problem solving are at the core of customer demand.
Eptica
MARCH 11, 2022
Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Published on: March 11, 2022. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
ShepHyken
MARCH 9, 2022
I’ve been asked many times how to get the C-suite to invest in customer service. There are plenty of good answers. My go-to response has always been, “Show them the numbers.” The C-suite loves numbers. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. .
Totango
MARCH 8, 2022
Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. First, we’ll take a look at just what a customer success community is and what the benefits of being involved in one are.
Interactions
MARCH 11, 2022
There’s a lot of jargon thrown around in the contact center space. From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Does it even matter what it’s called. Let’s take a step back. Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers.
Beyond Philosophy
MARCH 10, 2022
Serendipity is a pleasant thing. The feeling that you have been lucky, that the gods are smiling upon you, that fate has dealt you a good hand, is a good one, bound to increase your happiness and satisfaction. It feels like magic. What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. .
Speaker: David Nisbet, 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.
Gainsight
MARCH 9, 2022
In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing. And based on those metrics— and their intimate knowledge of their customers’ businesses—Customer Success Managers (CSMs) are able to craft strategies that improve the
mopinion
MARCH 10, 2022
Managing customer feedback is a challenge many organisations face on a daily basis – especially when dealing with a large amount of feedback, coming from multiple sources and various digital channels. In fact, this process can be downright overwhelming. That is, unless you practice good customer feedback management. By streamlining feedback data in a way […].
ShepHyken
MARCH 11, 2022
This week we feature an article by my friend Donna Cutting, Founder and CEO of Red-Carpet Learning Systems, Inc. , and the author of the new book Employees First! Inspire, Engage, and Focus on the HEART of Your Organization. She shares the five ways to treat employees like customers and become a company where people want to work. People quit their jobs in record numbers last year, and many of them never jumped back into the world of work.
Clarivate
MARCH 10, 2022
We are delighted to announce the appointment of Bill Graff as our new Chief Information Officer based in Kansas City, Missouri, U.S. Bill reports to Chief Technology Officer Stefano Maestri and is a member of the Clarivate Executive Leadership Team. Bill is a seasoned business and technology leader who brings to Clarivate more than 30 years of experience in technology infrastructure, software engineering, information security and operations working in large-scale, global environments.
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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.
Gainsight
MARCH 7, 2022
Over the past few years, we’ve been keeping our eye on an incredibly positive trend in the most successful companies: closer, more collaborative relationships between Customer Success and Product teams. . At Gainsight, we believe it’s vital for these teams to partner— we always have, always will. And now, we’re seeing more and more companies recognize that neither team can drive success by themselves.
kommunicate
MARCH 10, 2022
Last Updated on March 10, 2022 You never get the same opportunity twice, at least in the case of creating the first impression. Leaving a solid first impression is essential to lay a powerful connection with your prospects. It pushes them down the funnel and accelerates the process. A study showed that sending the best [.]. The post 14 Best Welcome Messages To Delight Your Customers appeared first on Kommunicate Blog.
Kustomer
MARCH 10, 2022
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen dives into why CX efficiency is a must for any company that wants to be successful, especially in the time of the modern customer. We find that so many leaders fail to be customer-focused and often lack the tools necessary to be effective. Tune in to the full podcast to learn more so you can be prepared for any situation.
Call Experts
MARCH 10, 2022
You’ve just finished a meeting in another part of the office when your cell phone buzzes. You look down to see a missed call from an important client. You return the call only to find yourself at the bottom of their voice mailbox. You lost another opportunity. And it’s not for lack of interest – you called back immediately! This situation is too common, and you can solve it by hiring an answering service.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
ChurnZero
MARCH 10, 2022
Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon. The right community can help you: Connect and collaborate with fellow Customer Success professionals.
Clarivate
MARCH 8, 2022
Clarivate Highly Cited Researchers are based at more than 1,300 institutions across the globe. In this interview series, we find out how various institutions support their Highly Cited Researchers. We ask how they encourage collaboration, facilitate career growth and accelerate highly innovative research. Today, we speak with National Cheng Kung University (NCKU) in Taiwan.
BirdEye
MARCH 10, 2022
Did you know that referral marketing generates 3 to 5 times higher conversion rates than any other marketing channel? Referral marketing is a fantastic opportunity to increase brand awareness and grow your business. Read on to learn how you can kick start your own referral marketing program. Table of contents Chapter 1 Referral marketing explained Why word of mouth is so important What is a customer referral program?
ModSquad
MARCH 8, 2022
Providing customer experience services is like real estate — it’s all about location, location, location. There are vendors that offer offshore support by non native speakers. Then you have the modern service provider that meets clients, and their customers, on a local level. That’s what we do here at ModSquad. Our CX experts, called Mods, not only speak the customer’s language, but also understand their culture, their region, and their customs.
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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?
dscout People Nerds
MARCH 10, 2022
While switching industries may feel like a daunting change, it helps to remember that you’re not going alone—you’re bringing years of expertise with you. Below, we explore how to best incorporate prior knowledge into your UX practice.
Kapta Customer Success
MARCH 7, 2022
Results-based metrics are important, but they're limited. They indirectly point to failing or successful business practices, forcing many organizations to guess how to improve their metrics. But maturity models, as explained by ResearchGate , ".help integrate traditionally separate organizational functions, set process improvement goals and priorities, provide guidance for quality processes, and provide a benchmark for appraising current processes outcomes.".
Gainsight
MARCH 8, 2022
Product release events come with a special kind of excitement, and today is no different. Our Evolve event proved once again that developing bold features with better results in mind is exactly what keeps Gainsight customers inspired to reach their biggest goals. . When we thought about the most important idea we wanted to leave people with after Evolve, the word we kept returning to was growth.
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