InMoment XI

MARCH 3, 2022

Here’s a difficult truth you may be facing: “my customer experience (CX) program is just not moving the needle.” Whether it’s an inability to prove CX value or a lack of recognition for your improvement efforts, it’s a scary realization to have. At the same time, it’s also an opportunity for you to reassess and, more importantly, transform. The beginning of a true CX transformation journey starts with facing the reality that your old ways of approaching experiences might not be the best—and bein

Fashion 370

Fashion Government Measurement Voice of Customer 370

Alida

MARCH 1, 2022

As consumer behavior trends drastically shift and meaningful connections between customers and brands becomes increasingly vital for success, more and more brands are turning to customer feedback management. With the power of direct customer feedback, even your most unhappy customers can prove to be an integral opportunity for growth and improvement.

Feedback 245

Feedback Company Trends Consumers 245

Steve DiGioia

MARCH 3, 2022

Ladies and gentlemen don’t speak ill of their competition. That’s not how it was done years ago, and they refuse to do so today. Competition is a healthy part of business; it makes you better, stronger – just as with most other hardships. Have a Reason to Smile. When a customer comes into your business complaining about your competition, don’t get dragged into a finger-pointing festival.

Tips 223

Tips Customer Service Customer Experience Customers 223

ShepHyken

MARCH 2, 2022

Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!” And maybe it’s not. For example, you may be driving to a lunch meeting, and a car accident shuts down the highway making you. And it’s not just about arriving late to a commitment. It could be a delay in shipping a product.

Customer Service Training 152

Customer Service Training Meeting Communication Survey 152

Advertisement

A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

Technology

InMoment XI

FEBRUARY 28, 2022

Whether you’re just getting started on your customer experience (CX) initiative or hitting pause to see how things are going, the term “ customer experience governance ” is probably something you hear your team bring up all the time. You probably also already know that customer experience governance refers to the system that sends insights to where they need to go and that holds certain team members accountable for different aspects of your initiative.

Government 418

Government Customer Experience Infographics Groups 418

Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. In Acquia’s Customer Experience Trends Report surveying over 6,000 consumers worldwide, only 10% strongly agreed that ‘most brands meet their expectations for what they consider a good experience.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Brandwatch CX

MARCH 2, 2022

Marketing 25

Marketing 25

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

ReviewTrackers

MARCH 3, 2022

Brands 123

Brands 123

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

How To

kommunicate

FEBRUARY 26, 2022

Last Updated on February 26, 2022 Customer service has always been important, but as the economy becomes more competitive, it is even more important that clients have a smooth interaction with your company. That’s the only way to retain customers and continue to grow in this economic climate. Making sure customers have an amazing interaction [.]. The post Chatbots vs.

Chatbots 119

Chatbots Interaction Customer Service Company 119

Thematic

MARCH 2, 2022

Dear friends of Thematic, I want to add some color into the coverage of the war in Ukraine. I was born in Crimea to parents with mixed heritage. My dad is part-Ukrainian and part-German. My mum is part-Ukrainian and part-Russian. I spent my summers with my grandparents in Kryvyi Rih, the same city where the president of Ukraine, Zelensky, was born. During the Chernobyl disaster, my uncle and his 3 kids from Kyiv spent time with us in Crimea and we often visited them.

Government 118

Government Study Company 118

InMoment XI

MARCH 2, 2022

This article was originally posted on CustomerThink.com. Why Is There An Urgent Need For Companies To Do This Now? Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”.

Culture 195

Culture Connections Company eBook 195

Doing CX Right

FEBRUARY 26, 2022

Howard Tiersky, author of Winning Digital Customers, shares how to drive customer behaviors, earn their love and emotional commitment to maximize your competitiveness. The post Influencing Desirable Customer Behaviors Through Experience Management appeared first on Doing CX Right.

Customer Experience 116

Customer Experience Management Customers How To 116

Speaker: Jam Khan, SVP, Product Marketing at ZoomInfo & guest speaker Amy Hawthorne, Principal Analyst from Forrester

Buying signals extend well beyond intent. They give go-to-market teams the chance to know everything about their customers. With buying signals, they can reach more customers and win more deals. Join Jam Khan, SVP, Product Marketing of ZoomInfo and guest speaker Amy Hawthorne, Principal Analyst from Forrester for this new webinar where you'll find out how marketing teams operate more efficiently and sales teams close more business when they act on buying signals, not just intent!

Customers

Totango

MARCH 1, 2022

Did you know that while women make up more than 50 percent of the U.S. workforce, less than one in five employees in the tech industry are women? Like in most male-dominated industries, there are many reasons for the lack of women in tech, including work culture and gender discrimination issues, a significant gender pay gap, and a lack of female representation in the workplace.

How To 108

How To Leadership Culture Industry 108

Help Scout

MARCH 4, 2022

It can be tricky to know exactly when it's the right time to hire for your customer support team. Here are some strategies for picking the perfect moment.

How To 105

How To Strategy Customers 105

Blake Morgan

MARCH 2, 2022

Photo by Liza Summer from Pexels. The pandemic may be easing up in many parts of the world, but its effects will forever shape how we live, work and shop. . The past two years have brought unbelievable challenges and changes. Throughout the uncertainty, people have evaluated their priorities and lifestyles. A full 50% of consumers say the pandemic caused them to rethink their purpose and reevaluate what’s important in life. .

Strategy 105

Strategy Customer Centricity Contact Center Culture 105

Uplight

MARCH 2, 2022

At Uplight, we encourage employees to lead their own initiatives, and our Conscious leadership guild is a great example. This self-led group of employees has embraced the principles of Conscious Leadership as a framework for working at Uplight while also seeing benefit in their daily lives. I talked with Ray Boutotte (Principal Software Engineer), Emily Read More.

Leadership 105

Leadership Groups Software Examples 105

Advertisement

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

Conference

dscout People Nerds

MARCH 3, 2022

We answer common questions about an often confidential but crucial user research process.

105

105

Merkle

MARCH 2, 2022

Advertisers across channels and verticals saw extreme Y/Y increases in CPC and CPM in Q2 and Q3 of 2021.

Marketing 103

Marketing Advertising Metrics Report 103

MyCustomer

MARCH 2, 2022

Voice of the Customer How to dissuade customers from lying in surveys.

Survey 102

Survey How To Customers 102

Help Scout

MARCH 4, 2022

Is Outlook Shared Mailbox the right solution for your team? Learn the pros and cons, and read about seven alternatives you can consider.

98

98

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

How To

CSM Magazine

MARCH 4, 2022

Intelligent self-service (ISS) experts, 4 Roads , has partnered with the Institution of Engineering and Technology (IET) to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint Community. The Institution of Engineering and Technology is a professional engineering institution which provides support and encourages the exchange of ideas between the global engineering community.

Self Service 98

Self Service Technology Chatbots User Experience 98

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model.

B2B 98

B2B Customer Success Customer Service B2C 98

Blueshift

MARCH 2, 2022

Trigger-based marketing is kind of a big deal — which is why it was the focus of Blueshift’s benchmark report last year. As opposed to batch sends, triggered campaigns allow marketers to tailor communications to customers based on real-time data. The post Which Are Superior: Triggered Cross-Channel Campaigns or Single-Channel? appeared first on Blueshift.

Report 98

Report Customer Base Communication Marketing 98

Lithium

MARCH 1, 2022

A few weeks ago, I had the opportunity to watch my niece’s cheerleading championship. First, these are frightening to watch when someone you love is ‘in the game’. The tosses, flips, and catches keep you at the edge of your seat with ‘91’ punched into your cell phone. Second, you realize very quickly the power of having someone on your side, shouting out your name, and proudly sporting your colors.

How To 98

How To Sports Video B2B 98

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales

Gainsight

MARCH 2, 2022

One of the biggest—and most encouraging—trends we’ve seen over the past 18 months is that companies are no longer lavishing their customer success investments only on their highest-roller enterprise customers. . More and more businesses are realizing that taking care of all of their customers reaps huge dividends. But doing that at scale isn’t for the faint of heart.

Customer Success 98

Customer Success Effort Score Course Culture 98

The DiJulius Group

FEBRUARY 28, 2022

What is a price myth buster? It is the false assumption of industries, companies, leaders, and their employees that they are losing existing and potential customers due to lower prices. The following are four excellent examples of price myth busters. Price Myth Buster #1 Don’t ask the Customers what they want, give them. Read Full Article. The post 4 Price Myth Busters appeared first on The DiJulius Group.

Groups 98

Groups Industry Examples Company 98

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. All of these things are hard. That’s why its useful to look to others in the industry to provide advice and resources to guide you along the way.

Resources 98

Resources Customer Success Handbook eBook 98