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APRIL 3, 2022

Webinar recap: Matt Dixon reflects on the effortless experience: Does it still matter?

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InMoment XI

APRIL 7, 2022

For many years now, conventional wisdom has held that the best way to listen to as many customers as possible is to turn every customer listening post within your customer experience (CX) program on and simply capture all insights that come your way. This strategy makes a simple kind of sense on paper; if you’re listening to as many people as possible, you’re bound to hear something pertinent to your CX and organizational goals, right?

Customer Experience 397

Customer Experience Data Connections Customers 397

Heart of the Customer

APRIL 7, 2022

“One of the first things you do when you stand up a CX program is to create a CX vision.” It’s said so often that it’s pretty much a cliché. It just seems to make sense. It also aligns with John Kotter’s 8-step change management program. I wrote about this a few years ago, and […]. The post Do You Need a CX Vision? appeared first on Heart of the Customer.

Management 78

Management Tips Customers Strategy 78

Lumoa

APRIL 7, 2022

Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on.

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NPS Net Promoter Score Industry How To 195

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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

Retently

APRIL 6, 2022

Being exposed to negative word-of-mouth or having clients leave due to unpleasant interactions are experiences no business would want to lose control over. . But how do you prevent situations like that from getting out of hand? By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. .

Effort Score 158

Effort Score Customer Satisfaction Survey Ecommerce 158

Alida

APRIL 7, 2022

Let’s face it: Data is the beating heart of the modern world. There’s even data to be gathered when you walk through the park, meet a friend for dinner, or read a good book. That’s excellent news for companies like yours, because it means there’s always more to learn about your customers—and more ways to encourage them to engage with your brand.

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Data Meeting Customers Brands 130

TechSee

APRIL 8, 2022

If you or a family member relies on an at-home medical device, whether an insulin pump, hearing device, or a CPAP machine, or any of the dozens of others, we know how incredibly convenient and in many cases, life saving these devices can be. However, we also know how challenging and scary it might be should something need to be fixed or adjusted. There are revolutionary advancements being made in this industry every day which is really quite exciting, but also means we have to keep up with the t

Self Service 109

Self Service Training Technology User Experience 109

Cyara

APRIL 7, 2022

An Acquisition that Made Perfect Sense. Artificial intelligence is evolving rapidly, and it’s changing the way customers and businesses interact on every level. As more of these interactions move online, automated chatbots are becoming a mainstay in industries of all kinds. What was once a quirky, clunky novelty is now an essential component of your business’s customer experience.

Chatbots 128

Chatbots Interaction Industry Customer Experience 128

InMoment XI

APRIL 5, 2022

What is the future for employee and customer experience trends in banks, wealth advisory firms, and credit unions? InMoment recently dove into the financial services industry’s 2022 outlook—and there’s a lot to unpack. Through our dedicated Strategic Insights Team, we collected data from bank, wealth advisor, and credit union consumers and employees across North America.

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Banking Trends Customer Experience Self Service 221

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

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. The response was that 58% said, “Yes.” And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” Once again, 58% said, “Yes.” .

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Customer Service Customer Service Training Customers Retail 129

ReviewTrackers

APRIL 8, 2022

A 2018 study from Tripadvisor revealed that an overwhelming 97 percent of respondents see online reputation management as important to their business. However, many Tripadvisor business listing managers are still lost in the dark when it comes to creating an effective reputation management strategy. But all review site reputation management plans have three simple steps: Use Reviews to Create A Conversation.

Management 123

Management Study Consumers Feedback 123

Eptica

APRIL 4, 2022

Date: Monday, April 4, 2022 Author: Pauline Ashenden - Demand Generation Manager Four ways to avoid customers having to repeat themselves. Published on: April 04, 2022. Author: Pauline Ashenden - Demand Generation Manager When customers reach out to a contact centre, they want to feel their time is being valued. Which is why they hate having to repeat information, every time they are transferred to another agent or to another channel.

Training 119

Training Tools Interaction Technology 119

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? In this guide, we’ll help you tackle this issue. First, we’ll cover what NPS software is and what features are important so that you know what to look for when selecting a solution.

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NPS Software Net Promoter Score Multi-Channel 105

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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

Gainsight

APRIL 7, 2022

After two years of virtual experiences, Pulse is back and it’s happening IRL! If you ask us, logging off Zoom and making face-to-face connections once again is reason enough to buy your ticket right now. Whether you’re a Pulse vet or this is your first one, we promise that this year will be unforgettable! Here are our top ten reasons why you should join us in San Fransisco on August 17-18.

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Entertainment Conference Innovation Fashion 105

Education Services Group

APRIL 8, 2022

The memory is vivid: a dark blue piece of construction paper, a fresh unused roll of tape in a handheld dispenser. I remember looking around and seeing my classmates using crayons, markers, and massive pencils to create their parent’s newest piece of fridge decor. Scissors were used by some, glue bottles and sticks by those less trusted. Why was no one using the tape?

Customer Success 98

Customer Success Financial Customers Course 98

SurveyGizmo

APRIL 8, 2022

The path to completing a survey isn’t always linear. Sometimes there are hidden passages, trap doors, and secret rooms that only a few respondents need to access. When you want to make sure your respondents only see questions that are relevant to them without cutting vital questions out of your survey, you need skip logic. Generally logic involves setting up conditions that will change how your survey behaves based on the answers that a respondent gives.

Survey 98

Survey Net Promoter Score NPS Fashion 98

Totango

APRIL 8, 2022

Mapping out your customer journey is not an easy task. It can be complicated and messy and difficult to see the path forward. When you finally get it all mapped out, then you have to figure out which tools to use to activate it – and it might even be outdated a week later! Shouldn’t there be an easier way? Meet the Customer Experience Canvas. This new tool from Totango is the first and only solution that enables you to visually design, build, run, measure and iterate on any customer journey in r

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Customer Journeys How To Groups Customers 99

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

CustomerSuccessBox

APRIL 7, 2022

It’s undeniable that the SaaS model works differently and attracts revenue on a monthly or annual basis, unlike the on-premise software that deals with one-time payments. So, it’s legit to have a customer success team in hand. But with effective customer success, it’s possible to attain those extra gains from the SaaS revenue model. If your efforts are going down the hill, know what better can you do to pull yourself from the clutter and unleash success with the revenue your brand deserves.

Customer Success 98

Customer Success Metrics Customers Tools 98

Merkle

APRIL 8, 2022

The marketing technology landscape is crowded with new and integrated solutions. Customer data platforms (CDPs) offer organizations a massive opportunity to aggregate, organize, and utilize customer data from a multitude of sources into activation-ready audiences. While this is a critical piece to any organization’s tech stack, many vendors claim they can offer identity resolution capabilities which may be misleading to marketers.

Technology 98

Technology Data Marketing Customers 98

Blueshift

APRIL 6, 2022

It’s no secret that people use smartphones more often than any other device today. Paying attention to your SMS engagement rates is a smart move. In fact, SMS open rates outpace email by 78%, and 75% of consumers would like to have offers delivered to them via SMS. The post SMS Engagement Rates and How To Ensure Customers Love Yours appeared first on Blueshift.

Engagement 98

Engagement How To Consumers Customers 98

NobelBiz

APRIL 5, 2022

Managing a contact center doesn't come without its challenges and risks. And these risks are often related to Key Performance Indicators (KPI), Security and Technology. In this article we will talk about the top 10 risk factors for quality contact centers and how you can tackle them. The post Top 10 Risk Factors For Contact Centers And How To Tackle Them appeared first on NobelBiz®.

Contact Center 98

Contact Center How To Technology Management 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

Clarivate

APRIL 6, 2022

Learning how to write a constructive peer review is an essential step in helping to safeguard the quality and integrity of published literature. Read on for resources that will get you on the right track, including peer review templates, example reports and the Web of Science Academy: our free, online course that teaches you the core competencies of peer review through practical experience ( try it today ).

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Course Examples Training How To 98

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers. These are just two data points that underscore the importance of the customer experience and one of the major forcing factors bringing Customer Success and customer education teams together.

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Customer Success Customers Customer Centricity CRM 98

Merkle

APRIL 4, 2022

Upgrading legacy technology platforms to power key use cases is top of mind for many marketers. However, getting the most out of new technology requires addressing organizational and operational factors as well. In the first part of this series, we covered the people and processes your organization will need to consider when implementing a new tool.

Technology 98

Technology Tools Marketing 98

Kapta Customer Success

APRIL 4, 2022

Leadership is essential to any account management team — but how do you ensure it’s happening, and happening well? According to Zippia , "Only 10% of people are natural leaders — another 20% show some qualities of basic managerial talent that can be cultivated into high-quality leadership.".

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Leadership Management 97

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

Lithium

APRIL 5, 2022

Your customer experience team is no stranger to attrition — It's a tough gig! But the past two years have taken things to a new level of stress and burnout for your team. It doesn't stop with your frontline either. Leaders and executives, especially in the contact center, are struggling to backfill empty seats and train incoming employees — and they're paying mightily for it.

Return on Investment 97

Return on Investment e-support Groups Contact Center 97

ChurnZero

APRIL 8, 2022

All it takes is one idea to spark creativity and change. At BIG RYG 2022, on October 12 – 13 in Washington, D.C., you’ll find ideas for years. Clear your calendar and register today ! What’s BIG RYG? It’s the definitive Customer Success leadership summit. That’s a bold statement. But these testimonials from last year’s attendees will help you see why we make it: “I LOVED the content so much.

Customer Success 98

Customer Success Conference Leadership Omni-Channel 98

One Millimeter Mindset

APRIL 6, 2022

Are you leveraging business stories that make people think twice? Business stories provide rich, illustrative palettes upon which to engage people to move forward together. Are you intentionally – or unintentionally – causing people to think twice about their direction, speed, objectives, goals, and purpose? When business stories catalyze people to think and rethink about the status quo, you focus them on what is new, next, and changing.

Innovation 94

Innovation Consulting Leadership Engagement 94