Totango

SEPTEMBER 29, 2020

Customer lifetime value (CLV) is a glimpse into your enterprise’s future. It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. If you want to calculate a customer’s true potential value to your future, then you have to calculate the customer lifetime value of a SaaS customer over many years of sustained partnership. .

Measurement 104

Measurement Metrics Events Customers 104

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services. Manufacturing. …So we can’t really do this or think about it in the ways you want us to.” I understand.

Healthcare 143

Healthcare B2B B2C Insurance 143

CX Workout - Ideas Blog

SEPTEMBER 29, 2020

What we Ask (and What it Means). Simon Sinek taught us all the value of entering into a challenge by answering the “Why” question in his brilliant Ted Talk: “ Start with Why.”. But not everybody instinctively starts with why. Different personalities prefer different questions. Ideators start with “Why.” Why is this relevant? Why should I care? Why did it happen?

Definition 98

Definition Presentation Voice of Customer Customer Journey 98

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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

One Millimeter Mindset

SEPTEMBER 29, 2020

How do yesterday’s professional competencies meet today’s and tomorrow’s client needs? Something shifted during the pandemic. Did you feel it? Because yesterday’s professional competencies are table stakes for meeting today’s and tomorrow’s client needs. Actually, they have been for quite a while. From your perspective, how you learned to do things, yesterday, remains the crux of how you and your teams deliver solutions to clients.

Workshop 86

Workshop Leadership 2020 Presentation 86

Kustomer

SEPTEMBER 29, 2020

While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. According to research conducted by Kustomer in April 2020, 79% of customer service organizations reported that COVID-19 had impacted them significantly.

2020 116

2020 Average Handle Time 2021 Consumers 116

Customer Enthusiast

SEPTEMBER 29, 2020

Imagine paying $216 per year for the privilege of receiving your monthly invoice at the correct address. In order to change the billing address on his account, CenturyLink chat reps led one customer on a 68-minute odyssey that would involve four reps, three hand-offs (including the dreaded escalation to a supervisor), multiple requests for repeat […].

Contact Center 70

Contact Center Customers Customer Experience Management Engagement 70

Bizagi

SEPTEMBER 29, 2020

Time is money. Customers don’t want to be left waiting and people now expect instantaneous responses to requests and immediate services and solutions. Digital solutions are helping organizations to meet these expectations, with the financial services industry leading the way in delivering efficient digital process automation, while still remaining compliant.

Financial 98

Financial Banking Insurance Connections 98

Vanilla Forums

SEPTEMBER 29, 2020

Customer feedback plays a crucial role in any successful organization. As a result, it’s important to embrace customer feedback rather than to fear it. This blog will discuss why customer feedback is so important and why an online community forum is the best way to get it.

Feedback 94

Feedback Blog Customers Customer Service 94

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

SurveySparrow

SEPTEMBER 29, 2020

Customer support is the hallmark of a great company. Too often, companies will sell the product or service and think their job is done. What makes companies successful, though, is not one sale. It is building loyal customers who act as great marketers for your company. Companies need to make sure that they are providing a great customer experience. It is an investment that’ll pay off well in the long term. .

E-support 59

E-support E Commerce Customers Webinar 59

ChurnZero

SEPTEMBER 29, 2020

For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . The magic of INBOUND is and always has been the “it” factor that happens when you bring together incredible speakers covering unique and interesting topics, creative activations & experiences and a uniquely engaged attend

2020 59

2020 Customer Success Metrics Customers 59

Talkdesk

SEPTEMBER 29, 2020

Information security is the most important but least discussed pillar of any contact center regardless of scope, size and industry. One simple data breach can easily expose sensitive information, damaging either your relationship with customers, your reputation or both. Security should be a top priority for all aspects of contact center operations, from the way agents access customer support systems to how and where customer data is stored.

Contact Center 82

Contact Center Return on Investment ROI Financial 82

Magellan Solutions

SEPTEMBER 29, 2020

For modern consumers, using social media to air complaints and to get the kind of help they need is the best option. Waiting to talk to a customer service representative over the phone can actually take a long time, and going to the company’s office can be too much of a hassle. However, knowing that they can get help through social media is what most customers choose to do.

Social Media 52

Social Media 2020 Customer Service Call Center 52

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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

NICE inContact

SEPTEMBER 29, 2020

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

Contact Center 62

Contact Center Insights Customer Relationships Sales 62

Strikedeck

SEPTEMBER 29, 2020

Vincent Manlapaz, in an interview with Jeff Heckler, talks about why CS is the root of a healthy relationship.

Customer Engagement 52

Customer Engagement Customer Success Engagement Customer Experience 52

Confirmit

SEPTEMBER 29, 2020

At some point, we’ve all been through a break up. It’s hard. But there comes a time in some relationships when we have to ask ourselves, “am I getting what I need?” Among other things, a strong relationship is one in which there is stability, mutual respect, consistent support, and economic security. So now, we ask you – are you getting all this from your software vendor?

ROI 52

ROI 2020 Financial Customer Voice 52

CSM Magazine

SEPTEMBER 29, 2020

Social media allows millions of viewers to enjoy your content with just one click! By creating engaging videos, you can build your platform quickly. Here are 10 tips to help you create more interesting and captivating videos. 1. Choose the right titles, thumbnails, and captions. The first thing that the viewer will see is either the title, thumbnail, or caption depending on the social media platform that you’re posting your video on.

Social Media 52

Social Media Engagement Entertainment Measurement 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Education Services Group

SEPTEMBER 29, 2020

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Is some of that tension warranted? Absolutely. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios.

Sales 52

Sales Customer Success Leadership B2B 52

CSM Magazine

SEPTEMBER 29, 2020

When a user contacts technical support, it means that the customer is already at a loss. In most cases, the customer lacks an understanding of how a service or application works. Perhaps, the product is too complex to be 100% understandable at once, or some functions are not convenient enough to use. Perhaps, the customer came across a bug or a missing feature.

E-support 52

E-support Customer Service Omnichannel Communication 52

Grade.us

SEPTEMBER 29, 2020

Reading Time: 8 minutes. Is Angie’s List an outdated review site in the home services industry that should be disregarded? Does their review platform still have value for professionals — roofers, plumbers, handymen, mechanics, doctors, dentists — local service providers? Should you still invest time collecting Angie’s List reviews and building out your listing?

Advertising 26

Advertising Social Media Magazine E-support 26

CSM Magazine

SEPTEMBER 29, 2020

Nowadays, job seekers are more drawn to benefits than hard cash. Most employers offer attractive insurance plans for their employees in an attempt to attract the best calibers in the market. Health coverage is the most common type of group insurance that employers provide for their employees. However, many companies are now adding life insurance and other more elaborate insurance plans for a more generous compensation package.

Insurance 52

Insurance Government Healthcare Financial 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

DemandJump

SEPTEMBER 29, 2020

For successful content marketing , there are few things more important than creating a thorough content plan. Putting in preparation and foresight can save you from timesucks, wasted marketing budgets, and the frustration that comes from knowing what you’re doing isn’t working. But marketing strategy is a long process, and planning is a part of pretty much every step along the way.

Marketing 98

Marketing Consumers Insights Management 98

Centercode

SEPTEMBER 29, 2020

Here’s the universal truth about insurance: you buy it, but you hope you never actually have to use it. We treat insurance as a necessary evil for this reason. Nobody ever looks forward to purchasing or using it. In every case where insurance gets used — be it for your car, your house, or your life — it’s because something went horribly wrong.

Insurance 84

Insurance User Experience Roadmap Insights 84

DemandJump

SEPTEMBER 29, 2020

Did it ever occur to anyone that pamphlets, print media, and direct mail are also types of content marketing? While content marketing has become a buzzword in conjunction with digital marketing, all marketing has always relied on content.

Marketing 98

Marketing Consumers Insights Management 98

transcosmos Information Systems

SEPTEMBER 29, 2020

Intro. Did you know that 51% of companies have no business continuity plan to deal with a global pandemic, according to a survey conducted by Mercer in February 2020? A further study revealed that cyber incidents are the biggest threat to companies in 2020. These are some of the reasons why Transcosmos has a Business Continuity Plan in place. With the help of our existing Business Continuity Plan, the transition of our whole Manila operation to the home office base was completed only within 24 h

2020 62

2020 Financial Communication Article 62

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement