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

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

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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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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

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 150

Customer Service Training Meeting Communication Training 150

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

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

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

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

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

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 104

How To Leadership Culture Industry 104

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 Leadership 195

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

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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.

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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

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 95

B2B Customer Success Customer Service B2C 95

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

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

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

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

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

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

Kapta Customer Success

FEBRUARY 28, 2022

Customer churn is an essential metric to track for any organization in any industry. It not only gives you insight as to when and why customers are leaving your organization, but it also helps inform future decisions you’ll make for your business. In this guide, we will cover every aspect of churn from what exactly it is, how to track it, how to reduce it, and how to manage churn.

Metrics 98

Metrics Customers Industry 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

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

Gainsight

MARCH 3, 2022

A single strand of rope can get the job done, but a triple-stranded rope is practically unbreakable. That is how you should think about complementary platforms and tools for your business. As stand-alone solutions, they are necessary. Together they can improve your processes, practices, gain insight into your customers, and scale your company. . Now consider this: what if each of those tools is also best in class?

Self Service 98

Self Service Customer Centricity Customer Journeys Customer Success 98

Kustomer

MARCH 4, 2022

One of the most versatile features of the Kustomer platform are Workflows. Workflows can automate a variety of tasks and processes in your platform by creating rulesets that trigger certain actions based on predefined conditions. While incredibly powerful, due to the complexity of the feature, a variety of errors and unintended events can ensue if a Workflow does not run as expected.

Travel 97

Travel Data Knowledge Base Video 97

CSM Magazine

MARCH 1, 2022

The trading environment in the past year has been challenging for retailers and has also reinforced the opportunity for retailers to completely rethink their operations to deliver seamless customer experiences. Carmen Carey, CEO of Sorted , explains. What’s become clear is that customers hold the power. Brands need to be aligning to the preference of the consumer, not the other way round.

Retail 97

Retail Trends Customer Experience Ecommerce 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

ChurnZero

MARCH 4, 2022

If you’ve clicked through to read this article, then you’re probably wondering, “what the heck is a force field analysis, anyway?” Though it sounds like the stuff of science fiction, we can assure you that a force field analysis has many practical applications that are firmly based in our current reality. So, while this article won’t tell you how to build a force field – sorry to disappoint, there’s a reason we’re in the SaaS business and not modern physics after all – it does share how Amy Mann

Analysis 95

Analysis Customer Success Exercises Effort Score 95

Gainsight

MARCH 4, 2022

In 2020, Gainsight’s Adam Joseph, Regional Vice President EMEA, recorded a series called The GameChanger Podcasts. Adam was joined by several guests from all over the world and all professions, from entry-level CS to CEOs. They discussed the fundamentals of customer success, from workflows and processes to startups and enterprise business. But as the COVID-19 pandemic entered the scene, Adam was moved to explore more diverse subject matters that were topical, such as mental health, family

Culture 97

Culture Customer Success Study Healthcare 97

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.

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Groups Industry Examples Company 93