GetFeedback

MARCH 31, 2021

How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Customer Experience Management 221

Customer Experience Management Customer Experience Management Customer Satisfaction 221

BlueOcean

MARCH 31, 2021

What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19. Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. Listen to the audio or read the article.

Tourism 156

Tourism Contact Center Customer Care 2020 156

ReviewTrackers

MARCH 31, 2021

Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. Research from CallMiner revealed that avoidable churn costs businesses $136 billion in the U.S. alone. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.

Insurance 123

Insurance Customer Retention 2017 Transportation 123

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.

Customer Service Training 154

Customer Service Training Feedback Customers Customer Focused 154

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Lumoa

MARCH 31, 2021

Knowledge is power. It’s a cliche saying. But, like most cliches, it’s true. We spend lots of time, energy, and effort getting feedback and insight from customers. Whether it be through surveys, heat maps, or some other means, we try to learn all the time. Gathering information is an important thing to do. But what’s most important is what you do with the information you get.

Insights 83

Insights NPS Net Promoter Score Feedback 83

ChurnZero

MARCH 31, 2021

ChurnZero has been recognized as a leader among Customer Success Software. ChurnZero, a real-time Customer Success platform, today announced that TrustRadius has recognized them with a 2021 Top Rated Award. With a trScore of 8.2 out of 10 and over 107 verified reviews, ChurnZero is recognized by the TrustRadius community as a valuable player in the Customer Success software category.

2021 98

2021 B2B 2016 Touchpoint 98

The DiJulius Group

MARCH 31, 2021

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story 6 Steps in Launching a Successful Customer Service Initiative that Lasts Every company is guilty of having a bunch of great ideas and incredible initiatives born in a meeting room only to eventually fizzle out and die, leaving the management team. Read Full Article. The post 6 Steps in Launching a Successful Customer Service Initiative that Lasts appeared first on The DiJulius Group.

Customer Service 98

Customer Service Article Customers Management 98

BirdEye

MARCH 31, 2021

March might be over, but we’re excited to announce that Birdeye is marching forward with a grand total of 172 awards from G2’s Spring Report. Birdeye has been named an overall leader in categories as diverse as SMS Marketing, Experience Management, and Online Reputation Management for 12 consecutive quarters. There’s no other company on the market that offers businesses everything they need to handle their Experience Marketing needs in one, easy-to-use platform. .

Marketing 86

Marketing Advertising ROI Online Experience 86

COPC

MARCH 31, 2021

Companies looking to improve customer satisfaction in today’s pandemic-impacted environment should pay close attention to key CX trends learned from 2020. As businesses continue to grapple with the many challenges posed by the COVID-19 pandemic — and ruminate on just what a post-pandemic “new normal” might look like — customer satisfaction has remained a huge priority.

2021 59

2021 Customer Experience 2020 Customer Satisfaction 59

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Oracle

MARCH 31, 2021

Building a strong and supportive professional network is key to a successful career, especially for a woman in tech. When more people are working remotely and can’t gather in person as easily , it’s even more important to find creative ways to build your network and stay on top of emerging trends in technology. As we close out our celebration of Women’s History Month, here are some of the most exciting networking events for women in tech coming up in 2021.

2021 88

2021 Events Technology Customer Experience 88

Wootric

MARCH 31, 2021

As your company grows to enterprise levels, you need to expand your CX program. You’re already focused on the entire customer journey, closing the loop with customers, and using advanced tools like text analytics to automatically identify issues as they arise. But there’s more to be done. Now it’s time to build an expert-level CX program! This upgrade calls for: Experimenting to understand what does and doesn’t work for your customers.

Insights 52

Insights Feedback Customer Journey NPS 52

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.

Customer Service Training 73

Customer Service Training Feedback Customers Customer Focused 73

UserReplay

MARCH 31, 2021

You’d be forgiven for fearing customer feedback a little but we all know positive feedback is a force for good too. However, when as many as 93% of shoppers use online views in their purchasing decisions, a handful of “bad” reviews can cause a serious dent in revenue figures. But are we right to assume […]. The post VoC shouldn’t be feared — customers want to share positive feedback with you appeared first on UserReplay.

Feedback 52

Feedback Customers Voice of Customer Customer Experience 52

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

NICE inContact

MARCH 31, 2021

Contrary to some science fiction movies, artificial intelligence (AI) hasn't subjected humans to robotic overlords. And contrary to some current opinions, contact center AI isn't all about replacing customer service agents with armies of bots.

Contact Center 63

Contact Center Customer Service Customers 63

Topdown

MARCH 31, 2021

Tracking metrics is an integral component of any company’s quest to maximize a company’s profitable growth and the overall customer experience. The real trick is in understanding the relationship between these two things.

Metrics 62

Metrics Customer Experience Customers 62

PK

MARCH 31, 2021

Driven by the pandemic, banks have pivoted their physical solutions to digital to serve financially stressed customers faced with record-setting unemployment and stock market concerns. Some banks have been more […]. The post Loyalty in digital banking: A generational approach appeared first on PK.

Banking 52

Banking Loyalty Financial Marketing 52

Ecrion

MARCH 31, 2021

No Support | Redundancy/Obsolescence | Future Cost |. Make Your Insurance Company Future-Proof with CCM. The nature of an insurance product is to provide a safety net in case of potential future hazards. Insurance companies relying on legacy systems lack that very safety net for their customer communications. In any industry – whether it’s delivering mail, tending to the sick, or protecting the community – wouldn’t we only deliver the most effective service if all of our operations lent themsel

Insurance 52

Insurance Document Omnichannel Communication 52

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

MyCustomer

MARCH 31, 2021

Engagement Book review: Customer Empathy by Alex Allwood.

Books 82

Books Customers Engagement 82

Qualtrics

MARCH 31, 2021

In early 2020, the pandemic upended life as we knew it. Many were left wondering what impact the sudden shift would have on the future of experience. Employee experience was bound to look different , as millions of workers went remote for the first time, while customer experience was tailored to mandatory safety protocols. A year later, businesses and organizations have another change for which they must prepare: vaccines.

Hotels 49

Hotels Travel 2020 Events 49

Forrester's Customer Insights

MARCH 31, 2021

In our 2020 European Banking Customer Experience Index (CX Index™), mutuals and direct banks outperformed traditional banks in terms of CX in the UK, France, Italy, and Spain. Why? Because mutuals and direct banks excel at the three E’s of customer experience: ease, effectiveness, and emotion. But they do it differently. When we delved into […].

Banking 35

Banking 2020 Customer Experience Customers 35

SurveyGizmo

MARCH 31, 2021

New Alchemer University c ontent lets you understand the data before you report it. By Alli Milne and Andrew Sturtz ? . On March 31st, Alchemer University launched?a new program: Managing Responses. Managing responses effectively helps you get the most out of each survey you field. The Managing Responses Program includes three courses to help users customize and organize responses so you can readily view and understand pertinent data without creating a report or export.

Management 98

Management 2020 Customers 98

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Feedbackly

MARCH 31, 2021

We are excited to announce that we have again done a bunch of new product updates. All with the aim to improve your experience.

2021 98

2021 Feedback 98

SmartKarrot

MARCH 31, 2021

Revenue Operations or RevOps is crucially transforming how companies look at growth. Instead of keeping departments and teams siloed, they should be streamlined and encouraged to work together. RevOps addresses the gap between revenue generation and company teams/departments. Revenue operations helps gain traction from sales flywheels. We will now discuss everything related to RevOps, the best practices, crucial components, benefits of revenue operations, key metrics of RevOps and how revenue op

Sales 10

Sales Customer Success Customer Retention Metrics 10

Storyminers

MARCH 31, 2021

Are you caught up in life’s troubles and don’t want to take any more of it? Do you desire an accomplished life? Do you want to develop the right mindset that drives your passion? Are you concerned about life’s deepest challenges? Or does the world look too bleak from your perspective? The Dave Pamah show seeks to revive, restore, awaken and reform your innermost capabilities.

Connections 59

Connections Management Customers 59

inSided

MARCH 31, 2021

This is a guest post by Marley Wagner, Senior Director of Marketing & Services at ESG Customer Success as a Service® (CSaaS). Customer Success and Product teams share a pretty important goal: making sure customers find value in your product. One way both groups work to continuously improve the product experience for customers is by cultivating customer feedback.

User Experience 59

User Experience Customer Success Feedback Marketing 59

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement