SurveySensum

DECEMBER 28, 2021

Why are you NOT Getting Enough Survey Responses: 7 Solid Reasons. Your survey is too long and you’re asking too much. You don’t A/B test delivery time. You don’t give them a reason to fill your survey. Your surveys are not personalized. You forget to double-check your surveys. You don’t give your respondents an option to skip a question. Your surveys aren’t powered by conversational AI.

Survey 52

Survey How To Social Media Feedback 52

NICE inContact

DECEMBER 27, 2021

Training agents to be digitally fluent is a widespread opportunity. To get you started, download "The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post-Pandemic Digital World." This eBook is packed with insights from industry experts that will help you optimize your agents' skills.

Training 200

Training Contact Center eBook How To 200

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. On the other hand, the more customers you can retain, the more revenue you gain from new customers you acquire, and the more your profit margins grow.

Strategy 98

Strategy Net Promoter Score How To Roadmap 98

InMoment XI

DECEMBER 27, 2021

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. And whether we’re making a change to the website, opening a new store, or debuting a new product, that prediction will either be right or wrong. When we’re wrong, or surprised, it can be easy to feel like we have failed.

Customer Experience 397

Customer Experience Exercises Customers Tips 397

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Uniphore

DECEMBER 27, 2021

The IT help desk is becoming an increasingly critical component for the hybrid workforce. However, despite its newfound prominence, many help desks struggle to effectively resolve its employees’ issues. In fact, according to a recent Computer Weekly article, employee confidence in their help desk’s ability to address their needs has dropped to 25 percent.

Self Service 211

Self Service User Experience Chatbots Consulting 211

ShepHyken

DECEMBER 29, 2021

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client. There was a longer than usual line, and some of the customers were becoming frustrated. Apparently, the internet was down so they couldn’t ring up sales.

B2B 144

B2B Customer Service Training Customers Retail 144

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. Most businesses around the world seemed to be asking, “what’s changed or stayed the same for our customers?” It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Totango

DECEMBER 26, 2021

Burnout is a dangerous and costly condition that should not be taken lightly. If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization. Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . 5 Ways to Fight Burnout.

Customer Success 106

Customer Success Sports Resources Policies 106

dscout People Nerds

DECEMBER 27, 2021

Design professionals report on organizational trauma—and the inadequate ways their org address It.

Report 145

Report 145

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

ShepHyken

DECEMBER 31, 2021

Karen Hertzberg is the Senior Content Marketing Specialist at Siege Media. She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . It’s no secret that customer service is a critical component of any successful company’s strategy.

Customer Service 138

Customer Service Customer Retention Customer Service Strategies Infographics 138

InnerTrends

DECEMBER 30, 2021

How To Use Company-Level Data for User Onboarding and Engagement. Join guest speaker Jane Portman, Co-Founder of Userlist and host Claudiu Murariu, CEO and Co-Founder of InnerTrends , as they dive into an insightful conversation about company-level engagement: how SaaS companies and tools can implement company-level data, the problems that can arise when it is neglected, and easy solutions that you can apply when getting started.

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Company Engagement Data Tools 98

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. In this blog, we’ll look at the keys to building a customer-centric roadmap. First, we’ll consider why being customer-centric with your product development is so important in today’s digitized economy.

Roadmap 100

Roadmap Customer Centricity How To Effort Score 100

Vanilla Forums

DECEMBER 31, 2021

2021 was a wild year - we produced so much content and we can’t believe how many of you found it worthwhile! Thanks for sticking with us these past 12 months, we’re super excited for the next!

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eBook 98

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

BirdEye

DECEMBER 29, 2021

If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later). For now, here’s a fun fact – the first credit card reader was created in 1979, and the majority of terminals today still use that original technology. They run a transaction and print a receipt — that’s it.

Wireless 98

Wireless Sales Conference Connections 98

Blake Morgan

DECEMBER 27, 2021

? ? ? ? ? ? ? ? ? ? ? ?. How do customers come to form a sense of who they are? . Brands often focus on loyalty, but much of that loyalty was thrown out the window during the pandemic as customers reevaluated their priorities and tried new products and services. . But even with turmoil and change, some customers stayed loyal to their favorite brands.

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Loyalty Brands Connections Customers 95

Heart of the Customer

DECEMBER 30, 2021

Last week, I spotlighted some of our best tech-related posts from 2021. This week, as we close the book on this challenging year, I’m focusing on 2021 posts about the most important outcome of our work in CX: showing business impact. We know we can do this by improving the experience for customers, but to […]. The post ICYMI, Part 2: 2021 Impact Roundup appeared first on Heart of the Customer.

Customer Experience 78

Customer Experience ROI Metrics Customers 78

Beyond Philosophy

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. However, the old way of doing things is going away, presenting an opportunity to solve these problems differently. Understanding how the customer behaves digitally by combining the power of artificial intelligence (AI), data, and behavioral science is imperative to turn this around.

Customer Satisfaction 78

Customer Satisfaction Return on Investment Consulting Customer Relationship Management 78

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

BirdEye

DECEMBER 29, 2021

If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later). For now, here’s a fun fact – the first credit card reader was created in 1979, and the majority of terminals today still use that original technology. They run a transaction and print a receipt — that’s it.

Wireless 98

Wireless Sales Conference Connections 98

The DiJulius Group

DECEMBER 29, 2021

It is no wonder why companies want to lead their industry in customer experience (CX). CX leaders grow revenue faster, charge more for their products and services, and enjoy higher retention of customers and employees. CX has now replaced marketing when it comes to creating a brand perception and it requires a skillful professional to. Read Full Article.

Groups 87

Groups Industry Brands Customer Experience 87

ShepHyken

DECEMBER 28, 2021

Calming Upset Customers. How Leaders, Managers, and Staff Can Stay Effective During Unpleasant Conversations. Shep Hyken interviews Rebecca Morgan, an international speaker, management consultant, and bestselling author. She wrote the bestseller, Calming Upset Customers that sold more than 250,000 copies. They discuss what leaders and managers can do to help customer service staff manage upset customers and avoid issues in the future.

Social Media 76

Social Media Customer Service Representative Consulting Training 76

Beyond Philosophy

DECEMBER 25, 2021

Did you know that customer satisfaction scores are the lowest they have been in the past 15 years? It’s true, and you can’t blame it all on COVID, although there is some blame to be cast there. Per the American Customer Satisfaction Index (ACSI), only 30 percent of companies tracked by ASCI improved their score; that means 70 percent didn’t, and that’s alarming.

Customer Satisfaction 78

Customer Satisfaction Consulting Financial Customer Experience 78

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Feedbackly

DECEMBER 30, 2021

What is brand equity? Why is it important for your business? What does CX have to do with it? Brand equity refers to the.

Brands 98

Brands Customer Experience Customers 98

ClientSuccess

DECEMBER 28, 2021

As we reach the end of 2021, customer success teams are hard at work compiling end-of-year reviews for their customers. Whether your team conducts business reviews quarterly, bi-annually, or yearly, preparing well in advance is critical to presenting proactive, well-researched information to your customers. Your CSMs can be more confident and prepared for their upcoming business reviews by following these steps to prepare for customer business reviews: 1.

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eBook Customers Video Customer Success 79

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Expert Shares Tips for Managing Online Reviews by Mike Manges. (10 Missions Media) Before Yelp and Google, if you had a bad experience at a business, you might mention it in passing to your family or friends, promise never to return to the place that mistreated you and then

Customer Service 76

Customer Service Tips Fashion Call Center 76

Knowmax

DECEMBER 29, 2021

The post All you need to know about knowledge management for chatbot functioning appeared first on Knowmax.

Chatbots 98

Chatbots Management Knowledge Base Software 98

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

SmartMessage Blog

DECEMBER 27, 2021

As we embrace the new year, we analyzed the interest for our 2021 content as a tradition. In the light of statistics, we can clearly state that email marketing is here to stay. The demand for marketing automation continues while chatbots are more engaged with business life. Here are the top 2021 blog posts from SmartMessage. Benefits of Email Marketing For Your Business.

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Omni-Channel Tips Chatbots Communication 75

Doing CX Right

DECEMBER 31, 2021

Charles Green, author, and creator of the Trust Equation™ explains how to build trust and be a better leader to gain a sustainable competitive advantage. The post Increasing Trust For Long Term Customer and Employee Relationships appeared first on Doing CX Right.

Competitive Advantage 69

Competitive Advantage Customers How To Customer Experience 69

CSM Magazine

DECEMBER 28, 2021

Lezli Harrell, Vice President at COPC Inc., takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” It’s been around a long time but it’s being put into practice more today than ever. Leading this effort is the increased role that customer experience (CX) plays as a key differentiator, particularly with increasing competition and customer expectat

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59