Alida
MARCH 8, 2022
CLV (Customer Lifetime Value) is an essential metric for any business. It not only has a massive impact on your bottom line, but it also ensures cash flow stability and opportunities for new business.
InMoment XI
MARCH 10, 2022
It’s no joke to say that we live in uncertain times. We’re hopefully turning the page on a pandemic, but steep inflation and unrest both at home and abroad are making many customers nervous about what’s around the corner. Unfortunately, this attitude and the events precipitating it have a big impact on customer experience (CX), which means that CX professionals like you face the daunting task of keeping your CX program effective in the face of multiple challenges.
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Comm100
MARCH 6, 2022
Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement. If credit unions want to keep up, it’s crucial they join them on this path towards digital transformation. As C.D Howe Institute, the policy research organization, summarized : “Unless credit unions are directly involved in the development of the new digital offerings, they will be left behind.”.
Lumoa
MARCH 10, 2022
Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Support tickets. Reviews. Feature requests. Social media mentions. Customer feedback can come at you a hundred different ways. But if you’re not putting that customer feedback to work in your marketing, you’re missing out on a huge opportunity.
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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.
QuestionPro Audience
MARCH 8, 2022
High data quality is vital for the success of any market research project. We know that everybody has a different approach to measuring bad data quality. While some may purely focus on completing the interview, others concentrate on answer patterns and attention checks. Nevertheless, using a single method is never enough. Over the years, there has been a shift in how survey data is collected, and online panelists have given rise to panel fraudsters.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
MARCH 6, 2022
A recap of GetFeedback and Salesforce’s session at the 2nd Annual CX Impact Summit, featuring Natalie Roberts, Senior ISV Partner Account Manager at Salesforce.
Comm100
MARCH 9, 2022
Credit union member engagement is fundamental, and it’s not hard to see why. Engaged members spend 22% more than non-engaged members. Moreover, 43% of members don’t renew because of a lack of engagement with their credit union. As consumers move further online and competition becomes fiercer, improving credit union member engagement should be at the top of every priority list – and it all starts with the credit union member experience. .
Alida
MARCH 10, 2022
While direct feedback from customers plays a critical role in helping CX leaders make informed decisions, most brands today are challenged with data overload and fail to effectively identify customer behaviour trends and patterns. As a result, decision-makers don't have meaningful insights that lead to action—leaving a staggering 82% of customers having to seek alternative solutions due to poor experiences and unmet needs.
Retently
MARCH 10, 2022
Churn. It’s that awful, nasty, revenue-crushing word that every SaaS company has to deal with at some point in their customer lifecycle. Some companies experience a massive churn rate and have to fight for every customer. Others have cracked the code and find their churn rate so low, they rarely have to think about it. There is also a third group of businesses that will continue to grow in spite of a high customer churn because of the impressive revenue generated by existing clients.
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.
TechSee
MARCH 7, 2022
Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. In today’s digital-first and customer-centric world, fast response time and problem solving are at the core of customer demand.
Eptica
MARCH 11, 2022
Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Published on: March 11, 2022. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.
ShepHyken
MARCH 9, 2022
I’ve been asked many times how to get the C-suite to invest in customer service. There are plenty of good answers. My go-to response has always been, “Show them the numbers.” The C-suite loves numbers. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . Now there is a new way to approach leadership with an idea, which is to write a Fictional Press Release. .
Totango
MARCH 8, 2022
Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. First, we’ll take a look at just what a customer success community is and what the benefits of being involved in one are.
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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.
Interactions
MARCH 11, 2022
There’s a lot of jargon thrown around in the contact center space. From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Does it even matter what it’s called. Let’s take a step back. Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers.
Beyond Philosophy
MARCH 10, 2022
Serendipity is a pleasant thing. The feeling that you have been lucky, that the gods are smiling upon you, that fate has dealt you a good hand, is a good one, bound to increase your happiness and satisfaction. It feels like magic. What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. .
BirdEye
MARCH 10, 2022
Google reviews are crucial for getting discovered in search results and building trust with potential customers. In this guide, we’ll break down how you can get Google reviews, manage and respond to them and use the power of social proof to grow revenue. Table of contents Chapter 1: Google reviews explained Why are Google reviews important? How Google reviews help with search rankings?
Blake Morgan
MARCH 8, 2022
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?. What’s the first step to offering the human element to service? Investing in your human employees. . Contact centers play a crucial role in a customer’s experience. Building a customer-centric company starts by empowering agents to provide excellent service, says Tom Goodmanson, President & CEO of Calabrio. .
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.
Gainsight
MARCH 9, 2022
In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing. And based on those metrics— and their intimate knowledge of their customers’ businesses—Customer Success Managers (CSMs) are able to craft strategies that improve the
ShepHyken
MARCH 11, 2022
This week we feature an article by my friend Donna Cutting, Founder and CEO of Red-Carpet Learning Systems, Inc. , and the author of the new book Employees First! Inspire, Engage, and Focus on the HEART of Your Organization. She shares the five ways to treat employees like customers and become a company where people want to work. People quit their jobs in record numbers last year, and many of them never jumped back into the world of work.
One Millimeter Mindset
MARCH 9, 2022
It is time to revisit your professional signal to noise ratio before you are tsunami’d by it. Over the past five years, I’ve written about its importance in your professional innovation and cross functional leadership success. Signal to noise ratio is the amount of desirable signal compared to the amount of background noise interfering with the strength and clarity of that signal.
mopinion
MARCH 10, 2022
Managing customer feedback is a challenge many organisations face on a daily basis – especially when dealing with a large amount of feedback, coming from multiple sources and various digital channels. In fact, this process can be downright overwhelming. That is, unless you practice good customer feedback management. By streamlining feedback data in a way […].
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.
BirdEye
MARCH 10, 2022
Customers are more connected with each other than ever and can find businesses that serve their needs in minutes, if not seconds. If a business fails to meet customer expectations, a customer can easily find another option. In such an environment, the businesses that win are those who deliver superior customer experiences from the very first touchpoint.
Clarivate
MARCH 10, 2022
We are delighted to announce the appointment of Bill Graff as our new Chief Information Officer based in Kansas City, Missouri, U.S. Bill reports to Chief Technology Officer Stefano Maestri and is a member of the Clarivate Executive Leadership Team. Bill is a seasoned business and technology leader who brings to Clarivate more than 30 years of experience in technology infrastructure, software engineering, information security and operations working in large-scale, global environments.
kommunicate
MARCH 10, 2022
Last Updated on March 10, 2022 You never get the same opportunity twice, at least in the case of creating the first impression. Leaving a solid first impression is essential to lay a powerful connection with your prospects. It pushes them down the funnel and accelerates the process. A study showed that sending the best [.]. The post 14 Best Welcome Messages To Delight Your Customers appeared first on Kommunicate Blog.
Call Experts
MARCH 10, 2022
You’ve just finished a meeting in another part of the office when your cell phone buzzes. You look down to see a missed call from an important client. You return the call only to find yourself at the bottom of their voice mailbox. You lost another opportunity. And it’s not for lack of interest – you called back immediately! This situation is too common, and you can solve it by hiring an answering service.
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
ChurnZero
MARCH 10, 2022
Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon. The right community can help you: Connect and collaborate with fellow Customer Success professionals.
Blueshift
MARCH 11, 2022
As you may have heard, cross-channel marketing is the core focus of our latest report, aptly named the Benchmark Report 2022: Cross-Channel Marketing. In light of the subject matter, we would be remiss not to take a deep-dive into the positive impact of real-time cross-channel campaigns. The post How Real-Time Data Makes All the Difference in Cross-Channel Marketing appeared first on Blueshift.
Clarivate
MARCH 8, 2022
Clarivate Highly Cited Researchers are based at more than 1,300 institutions across the globe. In this interview series, we find out how various institutions support their Highly Cited Researchers. We ask how they encourage collaboration, facilitate career growth and accelerate highly innovative research. Today, we speak with National Cheng Kung University (NCKU) in Taiwan.
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