InMoment XI
JULY 13, 2022
You don’t just want to appeal to new customers—you also want to keep your current ones coming back again and again. Not only do returning customers require less introduction to your products and services, but they also tend to spend more than first-time customers, too. One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system.
Alida
JULY 14, 2022
You’re living the dream. You’re a high-flying CX manager, in charge of deploying a CX program in multiple countries, in multiple languages, and for several lines of business. Your vendor is first in its class and has produced an impeccable project plan. You’re working hand-in-hand with the vendor’s Professional Services team, blasting through critical paths and hitting every milestone.
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ClientSuccess
JULY 13, 2022
If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? They mean long-term customers, and retention is at the root of any successful customer success strategy. . Looking at what customer retention requires at its very foundation, the answer could be summed up in one word: LOYALTY. .
IntouchInsight
JULY 15, 2022
Keeping experiences consistent, both in-person and online has never been more important. Over the past year, we’ve seen a significant acceleration in the adoption of e-commerce and other methods for interacting virtually with businesses. Now is the time for your virtual mystery shopping programs to shine! Mystery shoppers have never been better-equipped to stress test and measure digital properties from the safety of their homes, as well as the quality of virtual services rendered.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
InMoment XI
JULY 14, 2022
The Context. A global grocery retailer was facing the uncertainties of COVID-19 and through their struggle, they found a perspective that helped them focus on forwarding progression throughout the pandemic. The grocery chain is known for its simple and continuous efforts to always improve, and that consistent effort through the decades has helped to expand its market position.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Steve DiGioia
JULY 11, 2022
Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected. A Star Employee Stands Out. The customers know them and want to be served by them.
IntouchInsight
JULY 14, 2022
A new month means new product features at Intouch Insight. We have added several new updates to the Intouch Platform and IntouchCheck™ that will help to give you the best experience possible.
InMoment XI
JULY 12, 2022
Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics. Ostensibly, the goal with this information is to give contact center agents the guidance needed to create Experience Improvement (XI) for customers, but do they have the time and wherewithal to actually sort through comments and data?
QuestionPro Audience
JULY 14, 2022
Why is Participant Recruitment important in data collection and insight interpretation? Have you ever wondered where the planning of market research begins? What is the first step in this process? What aspect should you consider to guarantee a successful research project? Well, If you want your research to be of value, continue reading. . Participant Recruitment is not only an essential step in a research project but also a particularly complex process that needs to be planned, executed, and mon
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Beyond Philosophy
JULY 14, 2022
When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” To this day, I am still proud of that report card. Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage. When we make people laugh, it’s disarming. People are often more willing to listen after someone makes them laugh, making way for us to be more persuasive.
Retently
JULY 11, 2022
Monthly recurring revenue, or MRR, is the lifeblood of any SaaS business. If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. The only problem is that calculating MRR accurately can be notoriously challenging. As customers join and cancel, projecting the monthly recurring revenue for two, three or six months into the future can be a serious issue, even for the most data-fo
InMoment XI
JULY 11, 2022
When gathering accurate and useful data, how the data is collected is just as important as the results it yields. Reliable insights are discovered when the questions are fair, unbiased, and relevant to the participants. This is why the design of the survey can ultimately determine the survey’s success. What Is Survey Design? Survey design is the detailed process of creating surveys that optimize the potential results that can be collected from a well-made questionnaire.
Experience Investigators by 360Connext
JULY 12, 2022
What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Omnicus
JULY 13, 2022
Using customer satisfaction surveys is often a good indicator of how satisfied your customers are, but they are just an indicator. The measurements say very little because very few respond to such surveys. According to CustomerSure, only 15 percent of surveys are answered by customers. With such a small data set, you probably do not have a good representation of all customers' actual impressions of your company.
ShepHyken
JULY 15, 2022
This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. .
MyCustomer
JULY 15, 2022
Engagement How to stop your customers' bad behaviour.
Solvvy
JULY 13, 2022
Just because your brand finishes interacting with a customer, doesn’t mean their experience has ended. Understanding this distinction is the key to driving customer loyalty and recurring revenue. Ultimately, collecting customer feedback is the best way to truly gauge the customer experience. Of course, accurately measuring customer satisfaction is never straightforward and needs to be adapted depending on a company’s business needs.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
TechSee
JULY 14, 2022
Our customers and employees live omnichannel lives. Our service needs to offer the best possible experience across every channel and interaction. A few weeks ago, we explored the growing demand for omnichannel service continuity. Today, we will dive deeper into one specific channel, the desktop or laptop user, and learn how you can best support these users with the latest TechSee Live capabilities: secure desktop sharing with two way video and remote desktop control.
ShepHyken
JULY 13, 2022
Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence. And the world gets to watch how they handle the problems. . But what if you don’t have the type of business that gets Yelp or Google reviews?
The DiJulius Group
JULY 11, 2022
Edley’s Restaurant Group is a growing hospitality industry company whose CX obsession has paid off during the COVID-19 pandemic. Located in the metro-Nashville, Tennessee area with seven locations and 400 team members, Edley’s is anticipating 50% growth in the next 12 months including franchising. Rapid growth, indeed. Consumer food services in general and the restaurant.
ReviewTrackers
JULY 12, 2022
Amplify , the new review widget suite from ReviewTrackers, displays all or a curated set of customer reviews on your website to increase conversions and boost your site’s SEO performance. Displaying customer reviews and testimonials on a brand website is one of the easiest ways to leverage social proof. Prospects visiting your site are more likely convert when they read about the positive experience from other customers. .
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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.
AWS Machine Learning
JULY 14, 2022
Data scientists often work towards understanding the effects of various data preprocessing and feature engineering strategies in combination with different model architectures and hyperparameters. Doing so requires you to cover large parameter spaces iteratively, and it can be overwhelming to keep track of previously run configurations and results while keeping experiments reproducible.
ShepHyken
JULY 11, 2022
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. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. (Inc. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up.
Adrian Swinscoe
JULY 15, 2022
This is a guest post by Eleonora Hristova, a copywriter that writes on behalf of Dune London. Burnout because of stress in the workplace is now […]. The post How to avoid burnout at the workplace first appeared on Adrian Swinscoe.
Zonka Feedback
JULY 14, 2022
Once you are done investing all the time, money, and effort into developing a groundbreaking product, you need an excellent customer feedback strategy that will guide you on the way forward. The research conducted by American Express, customers are always willing to spend 17% more on businesses that offer exceptional customer service. The process of developing a new product is closely compared to chess.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
AWS Machine Learning
JULY 15, 2022
Today, social media is a huge source of news. Users rely on platforms like Facebook and Twitter to consume news. For certain industries such as insurance companies, first respondents, law enforcement, and government agencies, being able to quickly process news about relevant events occurring can help them take action while these events are still unfolding.
ShepHyken
JULY 12, 2022
Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations.
BirdEye
JULY 14, 2022
By now, you’ve probably heard the term “gone viral.” Content goes viral when it spreads like wildfire online, usually through social media. When thinking of some viral posts you’ve seen in the past, you probably remember a funny Facebook meme or a heartwarming YouTube video. When done correctly, viral marketing can seriously help your business. It’s a quick and easy way to get your content in front of thousands of eyes without much time or effort on your part.
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