Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Slack Groups for Product Managers. Blogs for Product Managers. Slack Groups for Product Managers.

Books 80

Books Blog Management Leadership 80

BirdEye

MARCH 29, 2024

That’s why we’ve created this blog that features seven networks that every realtor should be a part of. Table of contents What are the 7 best social media networking groups for real estate marketing? It’s an excellent resource for property investors, offering forums, blogs, podcasts, and educational resources.

Social Media 58

Social Media Sales Advertising Connections 58

Totango

JANUARY 2, 2024

Christina started the conversation by sharing how, for CDK – a software solutions provider that helps automotive dealerships improve customer experience – data visibility and understanding how their products deliver business outcomes for their customers continue to be the main challenges for her team.

Customer Success 100

Customer Success Customer Journey Mapping 2024 Automotive 100

TechSee

AUGUST 14, 2023

She has led CX for giants such as Whitbread, Sainsbury’s, and Compass Group as well as providing clients worldwide with groundbreaking products, services, and experience design services as a consultant. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. 1 That’s according to research by the Service Excellence Group (ServieXRG). The first way to do so is to ensure product adoption and use. Download the report.

Customer Success 98

Customer Success 2020 B2B 2019 98

GetFeedback

DECEMBER 26, 2018

The platform’s robust offerings and ease of integration have long set it apart from competitors, and the numbers prove it—the software giant saw $10.48 NPS Grouping (Formula, result: Text). NPS Grouping is a formula that categorizes survey respondents as Promoters, Passives, or Detractors based on their Net Promoter Score.

Net Promoter Score 210

Net Promoter Score NPS Measurement Feedback 210

ShepHyken

AUGUST 10, 2018

With machine learning, PCA can simply group customers into distinct segments based on diverse characteristics more efficiently than doing it manually. Just like there is a wealth of products and services on the market, there are countless channels available to reach customers such as email, social media, blogs, webinars and more.

Blog 67

Blog Social Media Travel Banking 67

PeopleMetrics

JULY 17, 2018

Focus groups are a popular way to gauge customer opinion, but they tend to have little or nothing to do with VoC. A moderator asks the group about something specific, such as whether they would consider using a new product, and the responses are recorded as a form of unstructured, qualitative feedback.

Measurement 210

Measurement CEM Telecommunications 2001 210

Upstream Works

NOVEMBER 4, 2021

According to research by the Aberdeen Group ( via Forbes ), companies with strong omnichannel CX strategies retain an average of 89% of their customers. The basic building blocks for omnichannel were outlined in a recent blog post , which offers a great place to start when approaching an omnichannel digital strategy.

Omnichannel 78

Omnichannel Contact Center Call Center Technology 78

Retently

JULY 11, 2022

They can cancel, costing lost revenue and negative publicity in the form of blog and forum posts, potentially hurting your MRR even more in the long term. It’s easy to focus on customer acquisition, all while ignoring the serious risk posed by Detractors not only to your churn rate but to your ability to acquire new customers in the future.

NPS 156

NPS Net Promoter Score Customer Satisfaction Metrics 156

2020 Research

OCTOBER 25, 2022

In this blog, discover the pros and cons of both digital and in-person qualitative research. In-Person Qualitative: In-person qualitative research is conducted either one-on-one or in a group setting. Some in-person methods include dyads and triads, in-depth interviews (IDIs), and focus groups.

Travel 52

Travel Banking Presentation Consumers 52

Totango

JULY 31, 2020

Some of my top takeaways from yesterday’s event: It’s not enough to have satisfied stakeholders, focus on creating maniacal advocates who will champion your software in their companies and amplify your reach to additional markets. Consider implementing a “group hug” for the customer.

Engagement 105

Engagement Events Customer Success 2020 105

Alida

FEBRUARY 22, 2017

the way in which two or more people or groups regard and behave towards each other.” Why then do the tools companies use to get closer to their customers focus on the number and size of transactions? Loyalty program software does something similar, tracking how much people spend with a company.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Loyalty Programs 180

Amity

NOVEMBER 28, 2018

That was the time when I really learned about product adoption, mitigating the churn risk by being proactively working with the client and making sure they realize the value out of the software they get. In the post sales group at Densify, under the Client Success department, there are four groups.

Customer Success 106

Customer Success Books Competitive Advantage Customers 106

BirdEye

MAY 22, 2023

In this blog post, we highlight the best scheduling apps that are perfect for appointment setting, are user-friendly, and offer multiple software integrations. And it frees up your valuable time, letting you focus on other operational priorities, like growing your business. Table of contents What is a scheduling app?

Books 98

Books Social Media Insurance Healthcare 98

SurveySparrow

DECEMBER 25, 2023

Maybe you might get clarity by the end of this blog as you learn about the meaning, importance, benefits, and best practices to enhance transactional NPS. Maybe you might get clarity by the end of this blog as you learn about the meaning, importance, benefits, and best practices to enhance transactional NPS. I think the latter.

Net Promoter Score 52

Net Promoter Score Insights NPS Touchpoint 52

Beyond Philosophy

JUNE 27, 2019

If you only focus on rational factors, you are leaving more than half of the customer experience to chance. Facial recognition software is one way to measure that digital experience. If you enjoyed this blog, you might also like these: Lose the Fear of Facial Recognition if You Want CX Improvement.

Net Promoter Score 138

Net Promoter Score Hospitality Webinar Airlines 138

Lumoa

JANUARY 24, 2024

For a Customer Experience Officer (CXO), dedicating resources to analyzing text feedback from customers can have several benefits: Dissecting Customer Segments : Text analytics in customer feedback allows you to delve into the nuances of different customer groups, understanding their unique preferences and expectations.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

PeopleMetrics

JUNE 29, 2020

In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. After publishing that blog post, I received a number of questions from clients and the CX community about what specific things should be done to welcome back customers and guests during the reopening process. Yes and no).

CEM 121

CEM NPS 2001 Hotels 121

QuestionPro Audience

JULY 28, 2022

This allows researchers to understand more accurately how various factors affect cultures using market research techniques such as non-restrictive grouping and qualitative interviews. . One of the most positive aspects of digital ethnography is the variety in which research can be conducted. . LEARN MORE.

Presentation 78

Presentation Insights Culture Innovation 78

BirdEye

MARCH 24, 2023

A sound strategy will allow you to identify, incubate, and execute new business development concepts that lead to innovation, new partnerships, and better relationships with new and existing customers. Established businesses also often have proven lead channels. A marketing manager is often involved in developing a marketing plan.

2023 98

2023 Return on Investment Social Media Sales 98

InMoment XI

JANUARY 9, 2024

It may also refer to a digital benchmark: your customers’ interactions on your website, mobile app, or software dashboard. Organizations that strategically allocate their resources to strengthen their customer experience focus stand to gain an edge over the competition. Great customer experiences foster loyalty.

B2B 551

B2B Customer Experience Net Promoter Score 2024 551

Brandwatch CX

JANUARY 29, 2024

It’s full of people looking for ways to improve their business, they’re already receptive to a blog post about improving ROI or dealing wth crises. For us, we track terms like “social listening software”, which can be great when someone is asking for suggestions. LinkedIn is obviously a prime place for this.

Social Media 98

Social Media Brands Blog Entertainment 98

PeopleMetrics

DECEMBER 27, 2019

In this blog post, we are focusing on the internal help you will need. Once you specify how frequently you need this information to be collected—such as daily, twice a day, or weekly—you can request it from IT, and then upload the flat file with customer information into your VoC software platform so you can start sending out surveys.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

ClientSuccess

SEPTEMBER 30, 2020

For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. If so, how should your SaaS company start building this group of trusted advisors, and what should it look like? Build Your CAB with the Right Mix of Customers.

Net Promoter Score 75

Net Promoter Score Blog Social Media Customer Success 75

Team Support

JULY 22, 2020

Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. Download the complete report.

B2B 52

B2B NPS Customer Relationship Management Customer Relationships 52

ShepHyken

DECEMBER 23, 2022

Fully engaged partners given the right tools and data to respond to customer priorities are positioned to benefit the most from this focus on CLM as customers look to drive sustained value from their communications investments – now and into the future. The technology can produce marketing copy like newsletters, emails, and even blogs.

2023 69

2023 Communication Contact Center Return on Investment 69

Gainsight

JANUARY 20, 2023

The importance of these phases is tied to the customers’ focus on the value they are getting from your product or service. According to the Gartner Group, 20% of your existing customers will generate 80% of your future revenue. This stat emphasizes why churn prevention has always been a key focus for CS teams.

Customer Success 52

Customer Success Touchpoint 2022 Customers 52

BirdEye

APRIL 20, 2023

In this blog, we’ll show you the best strategies for generating local leads that will help you get more revenue from your business. Local lead generation advantages Targeted tactics To generate leads for local business, it’s crucial to focus on the target audience rather than a broader market. Conversion rate equation: (No.

Social Media 98

Social Media Multi-Channel Metrics Advertising 98

Team Support

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support.

B2B 81

B2B 2004 Customer Retention Download 81

Optimove

JUNE 1, 2023

They bring in more revenue: “Companies that focus their marketing on existing customers see a 20% increase in revenues.” Instead of the guesswork you’re accustomed to today, you can segment your customers into small and meaningful groups, allowing you to communicate with each group according to its members’ preferences, tendencies and wants.

Marketing 52

Marketing Multi-Channel Metrics Customers 52

2020 Research

JULY 18, 2023

Research participation is no longer confined to being screened and attending a Tuesday night focus group; it now entails testing network connections, downloading apps, navigating unfamiliar software, and engaging in projects spanning days or weeks. In other words, we control the entire participant journey.

User Experience 52

User Experience Return on Investment Innovation Touchpoint 52

SurveySparrow

OCTOBER 21, 2023

This blog will look into its meaning, importance, and all that you need to know. It employs qualitative methods such as interviews, focus groups, and ethnographic studies. Let’s say, you are a software development company planning to create a new project management tool. Intriguing right? What is Design Research?

E Commerce 52

E Commerce User Experience Innovation Document 52

Provide Support

AUGUST 24, 2015

According to the 80/20 rule (the Pareto Principle), 80% of business comes from 20% of customers – in other words, a small group of your customers are generating the bulk of your revenue. That’s why acknowledging, respecting and rewarding these 20% is imperative. After all, loyal customers are the biggest assets of any business.

Loyalty 91

Loyalty Blog Customers Sales 91

Gainsight

MARCH 1, 2024

In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field. On the role of DCS: DCS will liberate Customer Success Managers (CSMs) to focus more on strategic and proactive tasks, thereby enhancing customer outcomes.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

SurveySensum

OCTOBER 26, 2023

And the customer satisfaction software helped him automate the process! And this is what this comprehensive blog uncovers including the various aspects of customer satisfaction, how to measure customer satisfaction, and the strategies that can help you exceed customer expectations.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

SurveySparrow

APRIL 28, 2022

That’s why our focus is on market research questions here, that’ll get the right responses. In this blog, we’ll cover: What is Market Research. These are the 5 questions that’ll help you find the right answers to all these: Who are the group or groups that’ll buy from us? Select the right target group.

2022 52

2022 Marketing Customer Service Representative Advertising 52