InMoment XI

JANUARY 25, 2022

Employee engagement has become a hotter topic than ever in the age of The Great Resignation. Millions of employees are quitting their jobs and heading elsewhere, leaving countless organizations scrambling to retain their remaining talent and/or evaluate why their workforce is in such flux. If your org is in that boaHt right now, we can help you keep sailing with a look at three elements that create and sustain employee engagement: Organizational Culture Customer-Focused Processes Ambassadorial B

Engagement 529

Engagement Culture Document Employee Experience 529

GetFeedback

JANUARY 25, 2022

CX trends and priorities to leverage to deliver results in the new era of customer experience.

2022 243

2022 Customer Experience Customers Article 243

ShepHyken

JANUARY 25, 2022

The Voice of the Customer. Using Feedback to Drive Change in the Customer Experience. Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback. They discuss how CX practitioners can move away from just measuring customer feedback to driving real change in the customer’s experience.

Feedback 64

Feedback Insights Measurement Customer Service 64

West Monroe

JANUARY 25, 2022

In 2022, the dialogue across financial services will be driven by the themes of rising interest rates, high inflation, and the need for growth in the face of continued digital disruption. It is also assumed that M&A will be a hot topic in 2022 as banks look for new growth opportunities and to increase the speed at which they can invest and scale their technology platforms.

Banking 52

Banking 2022 Financial Multi-Channel 52

Advertisement

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

CSM Magazine

JANUARY 25, 2022

Build an online store if you want a competitive economic advantage when starting an online business. You will be able to quickly increase your sales and grow your customer database with this business model. Figuring out how to do everything may not be easy, but the benefits of understanding online retailing will make it worth your time, money, and effort.

E Commerce 52

E Commerce Social Media 2024 Retail 52

CSM Magazine

JANUARY 25, 2022

If you’re a customer service professional, you know that customers are your lifeblood and livelihood. You likely also know about the traditional methods of gaining and retaining customers. Smart tactics in marketing, advertising, and social networking are all effective ways to attract and keep customers. However, there might be another asset you or your customer service reps might be overlooking.

Customer Retention 52

Customer Retention Blog Events Advertising 52

West Monroe

JANUARY 25, 2022

If the last two years have taught us anything, it’s that the best-laid plans often go astray. At this time last year, we were guarded yet hopeful about the trajectory of the manufacturing sector: After all, nearly 75% of manufacturers had regained confidence and expressed optimism about their company’s future. The national release of vaccines meant we were seeing light at the end of the pandemic’s tunnel—and with it, the possibility that the industry and broader economy w

2022 52

2022 E Commerce Competitive Advantage Leadership 52

CSM Magazine

JANUARY 25, 2022

Running a contact centre today is a tricky business but it doesn’t have to be – with the right mindset and a human approach it pays to keep it simple. Ross Daniels outlines the most common pitfalls and how to navigate a smooth path to operational efficiency. Many believe modern contact centres have become far too complex. In a world where ‘work from anywhere’ has become the norm, how do organisations manage the efficient scheduling and forecasting of their staff while keeping teams connect

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52

Education Services Group

JANUARY 25, 2022

For some, monetizing Customer Success may feel like a long way off. Others are but a hop, skip, and a jump away. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services. Because there is so much to consider, we count CS monetization and funding as one of the last capabilities to develop on the Customer Success Maturity Model.

Customer Success 52

Customer Success Net Promoter Score Customers Customer Journey 52

Advertisement

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

CSM Magazine

JANUARY 25, 2022

There’s an old saying out there that goes something along the lines of, “If you do a job you love, then you’ll never have to work a day in your life.”. While that may be somewhat of a stretch, especially in the scope of customer service jobs, there is more than a grain of truth to the adage. Despite your valued customers keeping even the best-trained agents on their toes, having the right attitude at work can make all the difference in a pleasant and upbeat employee and one who shows up with a c

Customer Service 52

Customer Service Customers Loyalty Measurement 52

Lithium

JANUARY 25, 2022

Lurker is a word that sounds sly or secretive at best. Consider how our perspective about non participatory online community members changes when we call them listeners, browsers, visitors, consumers, or learners. In this episode, we speak with Louise Branscomb ( ) , Senior Community Manager at Strava , about a positive rebrand for our online audiences who are in a thinking stage instead of a more obviously active one.

Consumers 52

Consumers Customer Engagement Engagement Management 52

CSM Magazine

JANUARY 25, 2022

Many assisted living facilities erroneously believe that good customer service just means having enough staff on hand to assist residents with everything, from getting them admitted into a facility to arranging transportation for them to a doctor’s office or hospital. Good customer service means much more. It also means delivering marketing promises made when admitting new residents.

Customer Service 52

Customer Service Transportation Hospitality Hotels 52

Vanilla Forums

JANUARY 25, 2022

Did you know that in 2021 38 million people quit their jobs ? It’s being deemed “The Great Resignation.” Though there’s many reasons why people may be leaving their companies in droves, there’s an underlying message: loyalty is at an all time low.

Marketing 52

Marketing 2021 Loyalty Customers 52

Advertisement

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

CSM Magazine

JANUARY 25, 2022

At the start of each year, we often take a long view. What are our big goals for this year? What do we truly want to achieve in the time we have ahead of us? For customer service managers, the answer is simple. We want to accomplish three big goals: First, we want to support our people with care and consideration. Second, we want to attract and keep top talent.

Customer Care 52

Customer Care 2022 Consulting Contact Center 52

Alida

JANUARY 25, 2022

2022 is here and we’re kicking off the year with some amazing new product innovations that will help you get closer to your customers than ever before. Our upcoming Winter ‘22 product release includes many new features and functionalities to the Alida TXM Platform. Some highlights include monitoring online reviews with Alida Social, better targeting customer segments with Alida Touchpoint, easily tracking and automating your insight efforts with AI-infused Text Analytics and Dashboards, and so m

2022 246

2022 Touchpoint Innovation Insights 246

Forrester's Customer Insights

JANUARY 25, 2022

CRM strengthens customer relationships, drives company revenue, and as such becomes a C-level priority. CRM technology expands into adjacent tech areas as it broadens its mandate. It bleeds into the mid-office, encroaches on core contact center operations, and supports core employee workflows. Insights from CRM uplevel customer and employee engagement, driving operational excellence.

Contact Center 49

Contact Center Customer Relationships Insights Technology 49

SmartKarrot

JANUARY 25, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Dover As a Director of Customer Success, you will work with the founders and other team members to build a world-class product delivery and customer management strategy. Help recruit, hire, and onboard new Customer Success Managers. Develop strategies to create a better customer experience.

Customer Success 19

Customer Success Roadmap Document Customers 19

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

Feedbackly

JANUARY 25, 2022

As a business owner, you might already be aware that customer emotions – be it indifference, joy, or dissatisfaction, have an impact on your.

Measurement 98

Measurement ROI Customers Feedback 98

SmartKarrot

JANUARY 25, 2022

Net Revenue Retention is a metric that indicates the stickiness of a SaaS product to its customers. It also assists as a parameter for the customer success teams to take a step towards retention, upsell or even cross-sell. . A strong NRR ratio indicates a company’s ability to successfully renew customers and deliver a strong proposition to build a strong business relationship.

Customer Success 19

Customer Success Metrics Measurement Customer Journey 19

IntouchInsight

JANUARY 25, 2022

The practice of mystery shopping can trace its roots back to research methods in the 1940’s designed to assess operational and behavioral performance. While the core principle of observing and assessing locations and people who are unaware remains just as relevant today, eighty years of advancement and innovation has had a significant impact.

Innovation 62

Innovation 62

SmartKarrot

JANUARY 25, 2022

We have recently seen marketing departments in SaaS companies concentrating more on marketing programs to engage existing customers. These programs got the name of customer marketing. . Customer marketing is one of the key functions of an organization. On the other hand, customer success has been around since early 2009. But in recent years, its popularity has increased tremendously.

Customer Success 10

Customer Success Marketing 2009 Customers 10

Advertisement

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

Centercode

JANUARY 25, 2022

Calculating user testing metrics? Avoid this common mistake and learn how to find the 3 metrics that matter most to showing your impact.

Metrics 64

Metrics 64

Zonka Feedback

JANUARY 25, 2022

"There are hundreds of languages around the world, but a smile speaks them all." Although this quote is for a real person smiling, however, in today’s scenario, it fits well when we talk about using smileys and emojis digitally for various purposes, including business perspectives.

Feedback 52

Feedback Management 52

Circular Edge

JANUARY 25, 2022

Release 22 What's New for Orchestrator. Tuesday, February 1, 2pm Eastern. With all of the exciting and significant updates to the JDE Orchestrator with Release 22, there has perhaps never been a better time for JDE customers to move forward with process automation to streamline business processes & efficiencies across the organization. Join this educational session on Tuesday, February 1 at 2pm Eastern to for an overview and demo of new & existing Orchestrator features.

Webinar 52

Webinar Demo Consulting Customers 52

inSided

JANUARY 25, 2022

Last week, we kicked off our Burn the Churn customer health challenge with a nice warm-up, talking about the new standard for customer health and going back to basics with a refresher course on customer health scores. (Sign up to make sure you don’t miss any of the good stuff!).

Customers 52

Customers 52

Advertisement

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