Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify

Customer Success 89

Customer Success Tips Customer Journeys Customer Retention 89

My Customer

SEPTEMBER 13, 2022

CAnyone involved in the customer experience (CX) space has likely come across articles, research, and discussions around composable CX. This. 13th Sep 2022. By Mandy Reed Global Head of Marketing.

Marketing 105

Marketing Customer Experience Customers 105

CSM Magazine

SEPTEMBER 13, 2022

If you do not adequately train your employees in customer service, it could bring many problems to your business. By giving the team detailed information about your products or services and setting a standard, your employees will become more productive and efficient in advising customers and solving issues. The communication needs to be quick, effective, and polite at the same time.

Communication 52

Communication Customers Course Customer Service 52

Doing CX Right

SEPTEMBER 12, 2022

Stacy Sherman & Annette Franz, author known for "putting the customer in customer experience" explain what it takes to create and sustain a customer-centric culture that is "Built to Win.". The post Building A Winning Customer-Centric Organization The Right Way appeared first on Doing CX Right.

Customer Centricity 89

Customer Centricity Culture Customers Customer Experience 89

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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

InMoment XI

SEPTEMBER 13, 2022

We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker. Foot Locker is constantly striving to deliver the most memorable, innovative experiences to their “modern athlete” customers, and they have some incredible exciting initiatives planned for the next year!

Innovation 370

Innovation Sports Tips Video 370

Russel Lolacher

SEPTEMBER 13, 2022

Have you ever been asked how you’re doing at work? The question is proposed without really caring about the response. It’s a formality. A throwaway. Now imagine for a moment, it WAS taken seriously. It was taken to heart. It was responded to honestly. But it didn’t go the way it should. Stay tuned for a tale of good intentions, missteps, and broken trust.

Feedback 98

Feedback Leadership Connections Culture 98

Zonka Feedback

SEPTEMBER 13, 2022

Generation Z, popularly Gen Z or Zoomers, is the generation succeeding millennials and preceding generation alpha. Anyone born between 1997 and 2012 is considered a part of the Gen Z cohort. They are said to be the most technologically sound and social generation, having been born in an era where technology is the way of life. It would not be wrong to say that Gen Z differs from previous generations in numerous ways.

Survey 98

Survey Technology Feedback Management 98

ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer s

Culture 110

Culture Customer Service Poor Customer Service Leadership 110

Inbenta

SEPTEMBER 12, 2022

If you want your customers to stay loyal to your company, you should make sure that you understand exactly what they need. This will help you to deliver the right products and services at the right time. The idea is to try to anticipate what they might need before they ask for it as the last thing they want is to struggle to find the answer to their questions.

Self Service 52

Self Service How To Chatbots eBook 52

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

IntouchInsight

SEPTEMBER 15, 2022

Here at Intouch Insight we are always looking to launch new features that will help you to achieve customer experience excellence. This month we have launched several new features to the Intouch Platform that we can’t wait for you to begin using.

Customer Experience 296

Customer Experience Customers 296

CX Accelerator

SEPTEMBER 16, 2022

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it. If we are being honest, that’s as committed as it gets for many executive and operational leaders.

Study 208

Study Case Study Consulting Culture 208

Lumoa

SEPTEMBER 16, 2022

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. Net Promoter Score in a nutshell.

Net Promoter Score 195

Net Promoter Score NPS Effort Score Comparison 195

ECXO

SEPTEMBER 15, 2022

The European Customer Experience Organization – Upcoming Events, Research, and Activities for You. Update Public Newsletter for future ECXO.org Members. How are you? We hope you and your family are having a great summer. The European Customer Experience Organization is an open-access CX Professional Network aiming to educate European and the rest of the world’s Corporate on CX, EX related topics, including customer understanding, perception, and real innovation plus some evolving top

Customer Experience 201

Customer Experience Leadership Feedback Survey 201

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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

Comm100

SEPTEMBER 14, 2022

Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software. From live chat and chatbots to social media and SMS, Comm100 Omnichannel integrates every key channel into one platform so customers can connect how they want, and companies can deliver efficient, cost-effective support.

Software 198

Software Omni-Channel Social Media Chatbots 198

Heart of the Customer

SEPTEMBER 16, 2022

A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle. Back then, I had no idea my curiosity would lead to a massive two-year research undertaking involving hundreds of hours of interviews with CX professionals and hundreds more survey […]. The post The CX Event You Don’t Want to Miss appeared first on Heart of the Customer.

Survey 148

Survey Conference B2B Customers 148

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. BOSTON , Sept. 15, 2022 /PRNewswire/ — TechSee, the market leader in Computer Vision solutions for customer service, today announced a partnership with NeuraFlash with the goal of bringing the next generation of visual engagement and AI-powered service automation to their existing t

Engagement 109

Engagement Contact Center Retail Consulting 109

Alida

SEPTEMBER 13, 2022

Word clouds can be engaging and easy to digest—just don’t expect in-depth analysis or comparisons from them.

Comparison 130

Comparison Analysis Engagement Customer Experience 130

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

Comm100

SEPTEMBER 14, 2022

It’s a time of change in higher education. Since the beginning of the pandemic, undergraduate enrollment has dropped by 9.4% across the United States. With a smaller pool of students to draw from, many colleges and universities are struggling to engage with and attract students to their school. Record low acceptance rates at Ivy League universities indicate that top schools are seeing increased applicants, but clearly this trend isn’t shared across the board.

Chatbots 130

Chatbots How To Social Media Omni-Channel 130

Eptica

SEPTEMBER 12, 2022

Date: Monday, September 12, 2022 Author: Pauline Ashenden - Demand Generation Manager The 6 benefits of chatbots for housing associations. Published on: September 12, 2022. Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs.

Chatbots 125

Chatbots ROI Trends Financial 125

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. But the number of customer success metrics SaaS providers can track is extensive. Which numbers should you monitor?

Metrics 96

Metrics Customer Success Net Promoter Score NPS 96

BirdEye

SEPTEMBER 16, 2022

Now more than ever, shoppers turn to online reviews before deciding where to spend their hard-earned money. They’ll often browse industry-specific review sites and read testimonials from previous customers prior to making a purchase. If you’re eager to build trust with your customer base, you need to get listed on the top business review sites in your industry.

Healthcare 98

Healthcare Guidelines Return on Investment Industry 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

CSM Magazine

SEPTEMBER 16, 2022

Organisations should build on pandemic CSR social media messaging to retain customer trust in times of crisis. A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers during times of crises by strategically embedding their CSR response into international marketing plans.

Transportation 98

Transportation Social Media Study Communication 98

ChurnZero

SEPTEMBER 16, 2022

When a financial slowdown approaches, the smartest businesses look for areas where their investment has the best leverage. Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty. Find out how Customer Success builds financial fortitude and resilience in the latest Punk CX podcast, featuring ChurnZero CEO You Mon Tsang.

Customer Success 98

Customer Success Customer Retention Financial Customer Centricity 98

Adrian Swinscoe

SEPTEMBER 15, 2022

This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch. Voice and speech analytics refers to the process of analysing recorded conversations […]. The post Understanding how all businesses can benefit from voice analytics first appeared on Adrian Swinscoe.

Analytics 98

Analytics Marketing 98

MiaRec

SEPTEMBER 15, 2022

With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world. For example, survey response rates are at an all-time low ( 18% for a phone survey ), and you are drawing from a very limited pool of survey participants.

Contact Center 98

Contact Center Data Trends Loyalty Programs 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

The DiJulius Group

SEPTEMBER 13, 2022

Everyone wants to know if a recession coming. I am sorry to tell you, but we have been in a recession for over two years…a Customer Service Recession, which will have long-term consequences. Would you like the good news or the bad news first? The good news is, companies can choose to be part of. Read Full Article. The post “Shrinkflation”: Learning to Recognize And Navigate The Customer Service Recession appeared first on The DiJulius Group.

Customer Service 99

Customer Service Groups Customers Company 99

BirdEye

SEPTEMBER 12, 2022

If you’re looking for an effective way to market your business, online business reviews could be the answer. As a business owner, you already know reviews can help make or break your business – especially when it comes to attracting new customers. Getting started with online reviews can be challenging, but don’t worry – we’re here to help. In this blog post, we’ll outline some tips for getting started with online business reviews and provide examples so you can see the benefits for y

Social Media 98

Social Media Travel Tips Ecommerce 98

Merkle

SEPTEMBER 12, 2022

Traditionally B2B organizations would support nurture, growth, and retention marketing through marketing automation platforms (MAP). However, this traditional method is limited because they cannot store a regularly updated 360-degree view of the customer. This collectively meant low-performing campaigns and missed opportunities for cross-selling products or for retaining customers.

B2B 96

B2B Marketing Customers 96