InMoment XI
MARCH 16, 2022
Earlier this year, we released a customer experience (CX) (and employee experience) trends report for both the North America and Asia-Pacific (APAC) regions. These new CX trends were based on indirect and inferred data, as well as surveys across several industries. And surprisingly, there were some standout similarities that connected the two seemingly disparate customer bases.
Alida
MARCH 17, 2022
What’s better than a great cookie? The customer that made it. Every time.
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Comm100
MARCH 14, 2022
Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In the US, the top-performing private sector boasts an 8.3 out of 10 customer satisfaction score. In US government, this score languishes at 4.5.
Steve DiGioia
MARCH 14, 2022
I don’t gossip or finger-point. I don’t assign blame or give putdowns. I don’t accuse or assume faults. No, I don’t. But I do talk about people behind their back. I don’t spy on them, but I do pay attention. I see what they’ve been doing. I notice. I observe. I take notes. I remember. I talk about people behind their back. They may not know it, but I do.
Speaker: Becky Parisotto
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
InMoment XI
MARCH 14, 2022
Just discovered InMoment? Curious to know a little more about us and our differentiated Experience Improvement (XI)? Well allow us to introduce ourselves! Own the Moments That Matter. At InMoment, we have this saying: “Own the Moments That Matter.” This is fundamental to our mission, because those moments—packed full of emotions , judgements, learnings, and more—shape the world we live in.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Lumoa
MARCH 17, 2022
Lumoa Product News for March 2022 New preview for Lumoa Surveys Lumoa Surveys through the UI just got a lot better! New Preview gives you a real time view in to your survey Available in any language Complete Feedback Lifecycle – Make the survey, send it to your customers, analyze the results all in Lumoa! We have lots more planned for our SurveyHub in Lumoa, such as SMS, In Website surveys, and more!
Retently
MARCH 16, 2022
With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education.
Esteban Kolsky
MARCH 17, 2022
that’s a great question, no? it requires some context before it can be answered… and that context involves Michel Foucalt, Tom Siebel, and Ed Thompson. intrigued? stay with me on this one… in the e arly 1990s Tom Siebel started a company that gave birth to what later became CRM. this is critical because the name of the technology and the purpose were extreme antagonistic (at least by today’s standards). you see, CRM was never about the customer (although it had that in th
IntouchInsight
MARCH 14, 2022
When someone starts a sentence with “If money was no object,” you know what follows will be a grandiose and idealistic proposition. But the cost associated with new endeavours will always be a factor.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
Kayako
MARCH 14, 2022
Telecom companies operate in one of the most competitive sectors of the marketplace. The industry has the fourth-highest churn rate, after cable, financial, and general retail, meaning that 21% of new Telecom customers will stay less than a year with the same Telecom provider. These scenarios represent both a big challenge and an opportunity. The cost of acquiring new customers is up to 25 times higher than retaining them.
ShepHyken
MARCH 16, 2022
Let’s go back to physics class for just a moment. Isaac Newton’s third law of motion states, “For every action in nature, there is an equal and opposite reaction.” I admit to struggling in physics, but this was one principle I understood. The other day, a friend quoted Newton’s third law, and it hit me. Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX).
Eptica
MARCH 18, 2022
Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. Published on: March 18, 2022. Author: Pauline Ashenden - Demand Generation Manager Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect.
Help Scout
MARCH 18, 2022
Want to declutter your sales and support inboxes and drive more revenue? Explore these nine email collaboration software platforms for 2022.
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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.
dscout People Nerds
MARCH 15, 2022
Experience research technology platform doubles growth while partnering with world’s most innovative companies to develop industry-leading products.
Bill Quiseng
MARCH 15, 2022
In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. No more. Satisfied customers feel service is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find something better or less expensive. Today’s customers are paying for their experience, not a business’ service or product.
MyCustomer
MARCH 17, 2022
Engagement The unspoken hard truths of CX leadership.
Help Scout
MARCH 18, 2022
We’ve put together a list of 18 higher education email templates you can set up as saved replies to answer common student questions.
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.
dscout People Nerds
MARCH 17, 2022
Across industries, we run into numerous systematic issues with I.T. The current solution is throwing people at the problem until they burn out and are replaced. How can we change this flawed structure? Service Design.
Totango
MARCH 15, 2022
Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself. Mistakes in any of these areas can ripple throughout your organization and doom your efforts to failure.
Provide Support
MARCH 15, 2022
The post How to Provide Educational Customer Experience appeared first on Provide Support Blog.
ChurnZero
MARCH 18, 2022
With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e., all the metrics your CEO and CFO care about) and set the context for their usage.
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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.
Clarivate
MARCH 17, 2022
Highly Cited Researchers are making a significant impact in sustainability research. In this blog post, we put a spotlight on those focusing on the first two Sustainable Development Goals, No Poverty and Zero Hunger. The Highly Cited Researchers recognition program is produced annually by the Institute for Scientific Information (ISI) at Clarivate with analysis led by David Pendlebury, Head of Research Analysis and Ryan Fry, Senior Product Data Analyst.
BirdEye
MARCH 18, 2022
Every positive review posted online for a Realtor is a form of advertising. It doesn’t matter on which review site it’s posted, as long as it’s positive, it has value. The impact of positive reviews enhances your reputation and boosts your ability to find new clients and increase commissions. Here’s how positive reviews on Google, and more help Realtors be more successful. 1) It builds the trust.
Adrian Swinscoe
MARCH 16, 2022
In March last year, I wrote about Havas CX’s X Index and how it offered a new and holistic view of a brand’s customer experience (CX). […]. The post Brand trust emerges as the single biggest contributor to customer experience first appeared on Adrian Swinscoe.
SurveyGizmo
MARCH 15, 2022
By Michael Cordeiro, Technical Writer . Why should styling stop at the survey level? Styling your customer-facing and internal-facing Alchemer features can go far beyond what was discussed in Styling Your Surveys: Creating, Using and Reusing Survey Themes. In this installment of styling, let’s focus on the other areas where your audience expects corporate branding, including providing the feedback needed for informed decisions.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Optimove
MARCH 14, 2022
The post 117% Increase in Total Order Amount YoY appeared first on Optimove.
CSM Magazine
MARCH 14, 2022
Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. According to research done by Forbes, companies who have customer-centricity in their marketing strategies profit 60% more than those who don’t.
Kapta Customer Success
MARCH 14, 2022
Process improvements have a way of falling off your to-do list when meetings fill up your calendar and quarterly deadlines are always just around the corner. But taking the time to evaluate your key account management team's processes and systems can pay dividends when it comes to beating your quarterly and annual goals. Key accounts require a personalized approach, with customized services, outputs, and plans.
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