Vanilla Forums

AUGUST 4, 2021

Gamification is used literally everywhere - why? Because it works! It Gamification successfully increases engagement through providing incentive to participate. Gamification refers to adding game elements to something that's traditionally non-game related to make it more of a game. When this is applied properly to your online community, gamification can incentivize your members to participate, increase engagement, and lead to a more active community as a whole.

Gamification 98

Gamification Engagement Marketing 98

Doing CX Right

AUGUST 2, 2021

Is CX & Marketing the same? Is Customer Experience the new Marketing? Read expert views and what you can do with the information to advance success. The post The Great Debate: Is Customer Experience The New Marketing? appeared first on Doing CX Right.

Marketing 124

Marketing Customer Experience Customers 124

Helpware

AUGUST 3, 2021

Optimize business communication for customer success growth with these effective strategies.

Communication 95

Communication Customer Success Customers Strategy 95

Experience Investigators by 360Connext

AUGUST 3, 2021

Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Too often, shortcuts within the wrong areas lead to shortfalls and short-sightedness on what really matters. Customer experience management can feel like a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

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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

C3Centricity

AUGUST 2, 2021

This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. As mentioned last week, you can download the full white paper HERE. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve. In general, it is critical to get the importance level of each function as well as our performance score.

Customer Relationship Management 180

Customer Relationship Management NPS CRM Loyalty 180

Uniphore

AUGUST 6, 2021

Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

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Self Service Contact Center Knowledge Base Call Center 246

Alida

AUGUST 6, 2021

Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with.

Customer Experience 246

Customer Experience Customer Insights Customers Company 246

Steve DiGioia

AUGUST 2, 2021

Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at least we got some sun on our faces and a day in the fresh air. We decided to take the haybale ride around the farm and got ready to see the sights. But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers.

Customer Experience 230

Customer Experience Sports Leadership Customers 230

NICE inContact

AUGUST 4, 2021

Download this customer journey map template and advice from Experience Investigators and start mapping your agent and customer journeys today, to get one step closer to delivering extraordinary CX for today’s digital-first reality.

Customer Journeys 161

Customer Journeys Customers Customer Experience 161

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

Uniphore

AUGUST 6, 2021

Alliander Uses Visual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.

Interaction 130

Interaction Self Service Contact Center System 130

Alida

AUGUST 4, 2021

Employees are the heart of your business. More now than ever, you need to prioritize your employee experience or you risk losing top talent and even your customers. To quote Richard Branson, “Clients do not come first. Employees come first. If you take good care of your employees, they will take good care of your clients.”.

Employee Experience 246

Employee Experience Customer Experience Customers 246

Middlesex Consulting

AUGUST 5, 2021

The Great Resignation combined with the silver tsunami will absolutely challenge all of us who are responsible for building and maintaining our organizations! From the Article Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami. As older employees begin planning for retirement, it’s time for industrial […].

Consulting 146

Consulting Industry Employee Engagement Engagement 146

ReviewTrackers

AUGUST 3, 2021

One of the key aspects of reputation management that we here at ReviewTrackers continue to stress to all of our clients and partners, regardless of size, is the importance of having a holistic reputation strategy. Holistic reputation management seeks to cover all bases, ensuring that enterprises are going beyond visibility and analysis and are taking the necessary steps to make corrections to any aspect of the customer experience that might be hindering the perception of the business organizatio

Customer Service 123

Customer Service Effort Score Fashion Customers 123

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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

Uniphore

AUGUST 6, 2021

Alliander Uses Virtual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.

Self Service 130

Self Service Contact Center System Interaction 130

The DiJulius Group

AUGUST 2, 2021

The Best Way to Improve Your Company Culture in Challenging Times By Jess Pischel Employees are the backbone of your organization, and if they are not satisfied, other areas of the business will struggle too. Conversely, a workplace where team members are engaged, feel they are supported by leadership, and have the opportunity to.

Culture 126

Culture Company Leadership Groups 126

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. We’ll consider a variety of issues that can cause communication difficulties, ranging from misunderstandings to money to technical barriers.

Communication 118

Communication Strategy Chatbots Customer Journeys 118

ShepHyken

AUGUST 3, 2021

Everybody Wants to Rule the World. Surviving and Thriving in a World of Digital Giants. Shep Hyken interviews Ray Wang, Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc. They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants , a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work.

Loyalty 118

Loyalty Customer Centricity CRM Leadership 118

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

Heart of the Customer

AUGUST 3, 2021

Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected. This pivotal moment in CX history makes designing compelling […]. The post The Year of CX Data Shifts Into Overdrive appeared first on Heart of the Customer.

Data 109

Data ROI Metrics Survey 109

Kustomer

AUGUST 5, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below. A New Wave of Customer. The modern customer demands that companies are accessible on their preferred platforms, including Facebook, Instagram, Twitter, etc.

Omni-Channel 105

Omni-Channel Customer Experience Chatbots Contact Center 105

Totango

AUGUST 3, 2021

A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. First, we’ll consider why a freemium approach works so effectively when it’s executed correctly.

Sales 118

Sales Social Media Strategy Knowledge Base 118

ShepHyken

AUGUST 2, 2021

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. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. (CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.

Customer Service 98

Customer Service Hospitality Ecommerce Tips 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

AUGUST 3, 2021

No matter how well-designed or intuitive your product is, customers will have questions about how to use it. Some of those questions are niche and require personalized attention; however, many are routine with standard answers. For those common questions with standard answers, it makes sense to have a resource customers can access on their own time without needing to contact support.

Self Service 99

Self Service Software Knowledge Base Resources 99

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . As a Customer Success provider with our own fast-growing Customer Success team, we rounded up the best pieces of career advice from our Customer Success team members who know firsthand what it takes to hit the

Customer Success 98

Customer Success Course Competitive Advantage eBook 98

Optimove

AUGUST 5, 2021

Like most customer-centric organizations, John Hardy’s marketing team is determined to deliver customer-first experiences, industry-leading customer satisfaction, and nurture meaningful customer loyalty. Because they, too, understand the strategic importance of smartly growing through their existing customers. Especially since the shift in focus from wholesaling and brick-and-mortar stores to direct-to-consumer digital sales created major challenges – and opportunities – in how

CRM 98

CRM Marketing Omni-Channel Retail 98

Zonka Feedback

AUGUST 5, 2021

Net Promoter Score®(NPS) has become the gold standard Customer Experience Metric. More than two-thirds of the Fortune 1000 list currently use the Net Promoter Score to determine customer loyalty. Thousands of leading brands such as Apple, Intuit, G.E., and American Express began using NPS to measure customer loyalty and engagement.

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Net Promoter Score NPS Survey How To 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

NobelBiz

AUGUST 4, 2021

In this episode of the CX Experience Podcast, Frank Wassenbergh speaks with NobelBiz President Steve Bederman about the contact center industry processes as a whole and NOT the state of technology. This is an enjoyable episode to listen to if you are looking for a new way to understand how you as a contact center manager should be sold to. The post Process, Not Technology | Steve Bederman on the CX Experience Podcast appeared first on NobelBiz®.

Technology 98

Technology Contact Center Industry Management 98

PK

AUGUST 4, 2021

We’ve all experienced disruptions to the supply chain this past year. From toilet paper shortages at the beginning of the pandemic to the more recent lack of lumber, the shortages […]. The post Improving the supply chain with automation appeared first on PK.

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Optimove

AUGUST 4, 2021

In a recent CommerceNext survey of CMOs, “Retention/Loyalty Marketing” was named the area where marketing leaders are looking to increase their investment the most. Within it, “scaling segmentation” – an essential requirement for a proper retention/loyalty strategy – came in second as the biggest challenge in retention marketing.

Groups 98

Groups CRM Ecommerce Comparison 98