ChurnZero
DECEMBER 11, 2020
It’s the most wonderful time of the year. . You guessed it: y ear-end budget planning. . A time of possibility and excited (erm, dreaded) anticipation for what the new year (and budget approval process) will bring. . So, i n the spirit of giving, I offer up this rendition of a festive classic: . “ ‘Twas the night before b udget deadlines, when all thro ’ the Slack, .
Beyond Philosophy
DECEMBER 11, 2020
When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).
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ProProfs Chat
DECEMBER 11, 2020
Numbers don’t lie. They are the unshakable foundation on which you build concrete strategies to help your business achieve profitable goals. Numbers help you reflect on how your business is performing and if your efforts are reaping the benefits you expected. That’s not all. They even help you understand if your customers are satisfied or not. There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?
Forrester's Customer Insights
DECEMBER 11, 2020
With collective commute times down to zero and face-to-face meetings all but impossible, we’ve seen the B2B buyer journey become an almost exclusively digital experience. It’s time for B2B marketers to close the gaps in their customers’ digital experiences with the assistance of automated conversations created by chatbots and virtual assistants (VAs).
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Eptica
DECEMBER 11, 2020
Date: Friday, December 11, 2020 Author: Pauline Ashenden - Demand Generation Manager The benefits of bringing video into the contact centre. Published on: December 11, 2020. Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic and the spread of technology, video has become a much larger part of how we all communicate. Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Centercode
DECEMBER 11, 2020
Setting too many expectations may be a quick path to disappointment in life , but what happens when you don’t set expectations during your beta test? Well, two decades of test planning and management has shown us it sort of ends up like the Wild West. Either your project turns into an out-of-control stampede… Or.it’s a ghost town. To avoid either extreme, you’ll have to put on your silver sheriff’s star and lay down the law — kindly, of course!
SurveySparrow
DECEMBER 11, 2020
It’s been a while since the coronavirus has been with us and changed our entire lives. From our lifestyle, work to the way we do business, everything has changed drastically. In a moment like this, many businesses put an end to their promotional activities. Investing money in advertising seems like a luxury to some businesses. . If you’re stuck with your business and not sure how to market your service, then we got your back.
Centercode
DECEMBER 11, 2020
Setting too many expectations may be a quick path to disappointment in life, but what happens when you don’t set expectations during your beta test? Well, two decades of test planning and management has shown us it sort of ends up like the Wild West. Either your project turns into an out-of-control stampede…. Or.
Optimove
DECEMBER 11, 2020
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new CRM hack on subscription cancellations, and a deep analysis on Essence. All previous weekly shows All our videos on Optimove’s Youtube channel. B2C CRM NEWS UPDATE: John Oliver vs Pringles. CRM HACK: How to Reduce Subscription Cancellations. 7 CRM COMMANDMENTS: Essence.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Gainsight
DECEMBER 11, 2020
Why is it that companies cannot create a great customer experience at scale? One of the reasons Gainsight has found is the influx of too many users without the right internal resources. At the enterprise level, especially in the B2C companies, they have thousands, if not millions, of customers. Increases are apparent in 2020 with accelerated digitalization, where the conversion took place over months instead of multiple years.
Think Customers
DECEMBER 11, 2020
There’s no doubt the COVID era is reshaping the consumer goods industry, possibly forever. Consumers’ shift to digital, which had been steadily gaining momentum prior to the pandemic, has ratcheted into overdrive during this time of social distancing and stay-at-home orders. Against this backdrop, the sales cycle continue to get faster, meaning companies looking to prioritize sales acceleration have to be smart – and quick – when it comes to devising and implementing strategies to boost sales.
ProProfs Chat
DECEMBER 11, 2020
Your brand philosophy might have its roots in creating top-notch products or services. But can you really deliver in the long run if the service quality is ignored? . Poor service quality can cost your business, whether you are a month old startup or a decade old enterprise. “ 33% of Americans say they’ll consider switching companies after just a single instance of poor service. ”.
Education Services Group
DECEMBER 11, 2020
I recently hosted an industry session for training and education professionals working inside the technology sector at the virtual TSIA Interact. The attendees have responsibility for understanding, creating and delivery on the education needs of their thousands of end customers. Both big and small companies were represented. During the session I asked a poll question that produced surprising results: 80% of the respondents indicated they expect between 0-25% of their 2021 sales bookings to come
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Oracle
DECEMBER 11, 2020
Every week, Oracle CX Marketing features “ On the Fly “—a video series with two-minutes-or-less bites of marketing tips, advice, and training from marketing experts. Season two focuses on customer experience tips from marketing pros about how to deal with a period of uncertainty and disruption. Here are five more tips to consider as you focus on your marketing efforts.
Forrester's Customer Insights
DECEMBER 11, 2020
Last week, Google announced the acquisition of Actifio and plans to integrate Actifio’s technology as a first-party data protection solution akin to Azure Site Recovery. In comparison, AWS’s CloudEndure Disaster Recovery and Azure Site Recovery are more limited in functionality and scope than the capabilities Actifio gives Google. Google Cloud Platform (GCP) plus Actifio could […].
SmartMessage Blog
DECEMBER 11, 2020
Every year we share insights, tips, and tricks for better engagement with audiences via our website, and 2020 was no different. Even though, as humans, we struggled with the pandemic all around the world, we still kept faith in better days through continuing to work hard, exchanging ideas, and sharing knowledge. As our reflection of these attempts, we would like to share with you our top 5 blog posts from 2020.
Forrester's Customer Insights
DECEMBER 11, 2020
Airports and travel companies need to know that the desire to travel may never return to 100%; capturing the market that remains will depend on going above and beyond to provide health safety comfort. Learn how real-time feedback can help.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
SmartKarrot
DECEMBER 11, 2020
Role: Vice President of Customer Success Location: Remote, Chicago, IL, US Organization: Storm2 As a Vice President of Customer Success, you will hire, coach, and lead their customer success organization. This includes retaining talent and implementing processes designed to manage turnover effectively. Lead the organization to consistently meet and exceed its efficiency metrics and net promoter score results.
ShepHyken
DECEMBER 11, 2020
This week we feature an article from Josh Snider, Product Marketing Manager at Khoros. H e explains how and why expanding customer care operations to include online chat and brand communities can elevate both self-service and customer care. “Hi, how can I help you?” That little chat box in the bottom right corner of the screen promises to answer every customer question — but will it?
SmartKarrot
DECEMBER 11, 2020
If you are into customer success (CS) then you must already be knowing that the main goals of CS are to renew subscription and expand customer accounts. As a proficient technology provider, you should realize the importance of different stages in the customer journey. And if you want to make the most of the customer journey, then LAER model is something you must be aware of.
Chadwick Martin Bailey
DECEMBER 11, 2020
As someone who has spent nearly 25 years finding insightful truth in piles of data, I’ve accidentally trained my brain to be good at little else. For example, I’ve been in the top percent of dads when it comes to teaching my kids how to “estimate” in their early math classes, but could almost hear my brain crack when they needed help with geometry and its many obtuse angles.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
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