Kayako

APRIL 1, 2022

Every eCommerce company juggles the balance of where to prioritize resources and drive revenue. Wouldn’t it be nice to know what to focus on in 2022 to set yourself up for growth in 2023 and beyond? It turns out that there is an answer. Good customer service is the number one quality customers seek from eCommerce companies. A PwC study found that 73% of consumers say customer service experiences are more important in purchasing decisions than price or product features.

Ecommerce 225

Ecommerce Customer Satisfaction Trends Omni-Channel 225

Vanilla Forums

MARCH 29, 2022

One thing that most organizations struggle with when it comes to their online community forum is engagement. Getting members to stay, participate and continue to be engaged is, in fact, the biggest challenge facing online communities, according to a recent study. That being said, this article will discuss how to design a community engagement plan in three easy steps.

Engagement 98

Engagement Study How To Customer Success 98

Gainsight

MARCH 29, 2022

As a product leader or manager, it may feel like you’re being asked to help your company outrun the competition while the field becomes more and more crowded. You’re not alone. Across the globe, SaaS products are flooding the scene, and the market is becoming saturated with competition. For many companies, it’s up to Product teams to pump up the product and help the organization break away from the pack.

Strategy 98

Strategy Marketing Handbook User Experience 98

InMoment XI

MARCH 29, 2022

The month of March is Women’s History Month, an opportunity for all of us to celebrate the contributions and lives of incredible women everywhere—past and present. It’s also an opportunity to share stories, learn from one another, and emphasize the importance of creating a gender equal world. At InMoment, our favorite of our core values (human, bold, and invested) is human.

Culture 370

Culture Leadership Groups Resources 370

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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.

Report

BlueOcean

MARCH 31, 2022

If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics.

Contact Center 296

Contact Center Sports Conference Resources 296

Bill Quiseng

APRIL 1, 2022

QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, you met their expectations and they were satisfied.

Customer Expectations 183

Customer Expectations Meeting Company Customers 183

InMoment XI

MARCH 28, 2022

The challenges involved in regulatory compliance vary greatly between industries, countries, and companies. But many compliance tools lack flexibility or are missing key technologies for parsing complex structures in legal, medical and financial documents. That’s where InMoment comes in. Leverage InMoment to Lower Your Regulatory Compliance Costs and Risks.

Case Study 370

Case Study Financial Analysis Healthcare 370

Alida

MARCH 31, 2022

Many software products can provide data visualizations, but —by following a proven end-to-end methodology— your dashboard can be more effective at providing insights, and ultimately impact your business outcome.

How To 130

How To Software Data 130

Kerry Bodine

MARCH 29, 2022

Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping. This introduction will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.

Customer Journeys 120

Customer Journeys Customer Experience How To Customers 120

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

Totango

APRIL 1, 2022

When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. However, you can’t provide valuable and consistent experiences with disconnected systems and siloed teams. You need a shared space that allows for visual collaboration across departments so everyone can stay up-to-date and on the same page.

Customer Experience 122

Customer Experience How To Conference Customer Journeys 122

InMoment XI

MARCH 30, 2022

Power from the People. Employee insights can come from a multitude of sources like unstructured data; and, with churn at record levels (estimated at 30% – 40% per year, and with Gen Z changing jobs at a rate 134% higher than in pre-pandemic 2019)—and the cultural, operational, and customer value discontinuity this can create—it’s essential for every company to have, and apply, every piece of relevant data. .

Data 368

Data Analytics Insurance Analysis 368

Alida

MARCH 29, 2022

86% of buyers are willing to pay more for a better customer experience. But at the same time, 92% of customers with just two or three negative experiences will abandon working with a company and never look back.

Customer Satisfaction 130

Customer Satisfaction Customers Customer Experience Company 130

Clarivate

MARCH 31, 2022

Domain name-based brand targeting negatively affects both reputation and bottom line. Awareness of emerging threats is a critical piece of the brand protection puzzle. Here we examine how bad actors are combining new metaverse / web3 themes with brand names in traditional TLDs and explore options to strengthen defensive registration strategies. The ‘Goldilocks’ principle is a core challenge of brand protection in the domain name space; businesses frequently struggle to find the “right” level of

Strategy 119

Strategy Brands Consulting Industry 119

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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

Solvvy

APRIL 1, 2022

Building on the continued commercial success of our powerful Conversational AI for top online brands and marketplaces, Solvvy is pleased to announce that our no-code Workflow Builder and Omnichannel routing is now available to parents with children who might need an extra ‘nudge’ to stay on task. . “We conducted extensive field research on this topic,” said S.

Social Media 108

Social Media Omni-Channel Report Video 108

Merkle

MARCH 29, 2022

In a recent blog post , Google announced it’s “moving on from Universal Analytics”. This means it’s sunsetting the old Universal Analytics (UA) tool and asking users to migrate to the new Google Analytics 4 (launched in October 2020). Our friends at Merkle | Cardinal Path have already provided a POV on how companies should prepare for this decommission.

Analytics 110

Analytics Tools Company 110

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Individuals who are looking for a remote work environment with flexible hours are increasingly joining customer care, back office, growth services, data annotation, and content moderation teams.

How To 105

How To Policies Tips Contact Center 105

Totango

MARCH 29, 2022

Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically. Having real-time data and predictive insights connected to each customer’s individual journey can go a long way to increasing a company’s understanding of how their customers are interacting with their products and organization overall.

Customer Engagement 97

Customer Engagement Engagement Effort Score Customer Journeys 97

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

My Customer

MARCH 29, 2022

4Customer experience has become far more than a buzzword – it is a proven competitive advantage when looking to attract and retain customers. 29th Mar 2022. By Smoke CI.

Competitive Advantage 104

Competitive Advantage Customer Experience Customers 104

Beyond Philosophy

MARCH 31, 2022

In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is everywhere, from the gas pump to groceries to cars and real estate. Inflation is also problematic for businesses. It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs.

Customer Experience 88

Customer Experience Call Center Customer Centricity Customers 88

The DiJulius Group

MARCH 29, 2022

This is truly one of the best privileges we have as leaders. I have found that when leaders help others get what they want, they end up getting what they want sooner and more often. This applies to employees, coworkers, bosses, family, friends, and neighbors. It is so easy to do. Find out what other. Read Full Article. The post Helping Your Employees Find Their Ikigai appeared first on The DiJulius Group.

Groups 99

Groups 99

Adrian Swinscoe

APRIL 1, 2022

This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. Employee mental health is in the […]. The post Expert tips on looking after the mental health of your contact centre employees first appeared on Adrian Swinscoe.

Tips 98

Tips Culture 98

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

NobelBiz

APRIL 1, 2022

First call resolution and contact center rates are crucial for contact center performance. Training your call center agents entails nurturing and improving skills like active listening and active speaking. The art of a successful phone call can be focused on several concepts including rhetoric and phonetic delivery, the importance of call openers, the 30 seconds rule, employee satisfaction and building a call center culture.

First Call Resolution 98

First Call Resolution Contact Center Call Center Culture 98

ChurnZero

APRIL 1, 2022

Have you ever achieved the career growth you’ve always longed for, only to be attacked by an inner critic who says you’re not capable and it’s only a matter of time until you’re found out? “You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference.

Customer Success 98

Customer Success How To Customer Journeys Culture 98

Call Experts

MARCH 31, 2022

Tax season is here, and your business needs help. . So when it’s tax season, and your phone is ringing off the hook, what do you do? It can be a little overwhelming. And scary. You need some help, but who can you trust? We’re here to answer that call! Call Experts is a nationwide answering service committed to giving you the support you need during tax season.

e-support 98

e-support Tools Customer Retention Customer Service 98

West Monroe

MARCH 29, 2022

What is the main difference between market makers and market takers? Tangible value. Apple, the prime example of a market maker, consistently creates products that consumers never imagined they needed. From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product.

Leadership 98

Leadership Consulting System Marketing 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

Russel Lolacher

MARCH 29, 2022

Social public service isn’t effective off the side of your desk. Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. And if you don’t have them, you’re going to suck or stall.

Social Media 98

Social Media How To Leadership Resources 98

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? The audience had a ton of great questions that we couldn’t let go unanswered. Following the webinar, we invited Dave to give his rapid-fire takes on tracking the retention of auto-renew customers, calculating customer lifetime value as a startup, comping CSMs on expansion, determining the importance of measuring time to value, and much more.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

Kustomer

MARCH 31, 2022

The transformation is underway and happening fast. Almost every aspect of the way we shop, sell and connect is evolving. Messaging is becoming essential to solve customer issues on-demand, and as a way to build lasting relationships — on channels that customers use every day to communicate with their family and friends. Modern consumers want to connect with businesses at every stage of their journey – from pre-purchase to post-sales support.

Consumers 98

Consumers Connections Loyalty Customer Expectations 98