Alida

DECEMBER 19, 2019

The past three weeks have been a whirlwind. I can't thank everyone enough for the warm reception I've received as the new CEO of Vision Critical. It is an honor to lead Vision Critical and be part of what will become an amazing growth story in the CXM market. I love working alongside our customers to drive solid outcomes, and I already feel a powerful connection with our employees, partners, and clients as we continue our transition to a leader in the customer experience management (CXM) field.

Innovation 130

Innovation Customer Experience Management Connections Marketing 130

Customers That Stick

DECEMBER 19, 2019

In this One Win Book Review, we take a look at The Goal: A Process of Ongoing Improvement by Eliyahu Goldratt. Check out the video below to hear Adam’s one win that you can take away from The Goal: A Process of Ongoing Improvement to improve your organization’s customer experience and customer service. [link]. About The Goal: A Process of Ongoing Improvement.

Books 78

Books 2019 Customer Service Customer Experience 78

Totango

DECEMBER 19, 2019

Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers. When you have customer loyalty, you have the basis for an ongoing relationship that generates customer lifetime value. Thanks to the digitization of business, your customers have more choices than ever before.

Customer Success 71

Customer Success Customers Measurement Customer Journey 71

Chadwick Martin Bailey

DECEMBER 19, 2019

Companies today have a lot to think about. Not only do they need to create compelling products and/or services that meet consumers’ functional needs, but how much consumers relate to a company’s values is also crucial in gaining and building customer loyalty. Topics that used to be considered taboo, like race, politics, gender-identity and equality are becoming top-of-mind in brand campaigns and content, and a mis-alignment with customers can be very detrimental to a company or brand (take Pepsi

Brands 59

Brands Social Media Consumers Connections 59

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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

CSM Magazine

DECEMBER 19, 2019

Car advertising long relied upon a few simple points to bolster a vehicles desirability; namely horsepower, acceleration and speed, however this is no longer an option for marketers as legislation introduced in the UK means that these things are now banned in advertising due to potentially promoting reckless or unsafe driving with buyers. Not only that, but the automotive industry is facing one of its most dramatic declines in decades, with sales of new cars dropping by 2.7% overall this year.

Automotive 52

Automotive Events Advertising Transportation 52

Answer Dash

DECEMBER 19, 2019

Nine out of 10 CEOs agree: Mastering the customer agenda is the primary challenge their organisations face now and into the future. Yet when it comes to actually orchestrating the people, process and technological changes necessary to ensuring an organisation delivers and exceeds modern customer expectations, many are struggling to truly break ground.

Customer Experience 73

Customer Experience Marketing Customer Expectations Connections 73

Oracle

DECEMBER 19, 2019

There’s no shortage of pet peeves in the field of customer service, both from the professional and the consumer point-of-view. Despite advances in emerging tech , self-service , and cute robots , the majority of customers still expect to communicate with a human in times of need, and even the smallest snafu by human — or robot — can break an experience.

2020 64

2020 Customer Service E-support Poor Customer Service 64

Daniel Group

DECEMBER 19, 2019

Welcome to Success Strategies. What do you customers tell Santa that they want from you this year? It’s the holiday season! Time to give gifts to show our family and friends how much they mean to us, but what about your customers? What are they expecting from you to remain loyal to your company? From our knowledge library and other sources, I’ve pulled some blogs and articles to help you identify some presents to choose from for your loyal customers.

2019 52

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SurveySparrow

DECEMBER 19, 2019

Disengagement should not be a punishable offence. It should be a trigger for a conversation. . Today SurveySparrow, the makers of your favourite online survey software , had the opportunity to chat with employee experience expert David Zinger about his involvement in the world of EX. David is both a prolific author and the founder of the 7200 member Employee Engagement Network.

Engagement 52

Engagement Employee Experience Culture Sports 52

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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

Daniel Group

DECEMBER 19, 2019

What do you customers tell Santa that they want from you this year? It’s the holiday season! Time to give gifts to show our family and friends how much they mean to us, but what about your customers? What are they expecting from you to remain loyal to your company? From our knowledge library and other sources, I’ve pulled some blogs and articles to help you identify some presents to choose from for your loyal customers.

2019 52

2019 2001 B2B 2015 52

Innovative CX

DECEMBER 19, 2019

Investing in tools and technology to support your organization’s customer experience is important, necessary and often expensive. Sometimes, it’s also the first place some leaders start when they want to kick start improving their CX. Tools, along with people and processes make up the three-legged stool of customer experience. These three components work together to make it easier for customers to experience the true meaning of your brand promise.

Technology 52

Technology Customer Expectations Measurement Sales 52

ClearAction

DECEMBER 19, 2019

Lorsque l’un de leurs proches décède, de plus en plus de familles choisissent la crémation plutôt que l’inhumation. Bien que répandue, cette pratique reste encore mystérieuse aux yeux des proches, qui n’osent pas toujours demander ce qu’il se passe au sein d’un crématorium. Pour éclairer les familles et lever les derniers tabous sur cette pratique souvent plus économique qu’un enterrement, nous vous expliquons le déroulement d’une crémation.

2015 62

2015 Consulting 62

Gainsight

DECEMBER 19, 2019

It’s December. For us software people, that means it’s time for three things: Holiday fun. Closing Q4 and…. Microsoft Excel! Or Google Sheets. Or Pyspread (where my Python people at?). What I mean by that is it’s budgeting season ! Who’s fired up? Anyone? Okay, go with me for a bit…. Thousands of customer success leaders around the world are right now in “fun” discussions with their CFOs.

Customer Success 66

Customer Success Financial Banking Customers 66

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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

Optimove

DECEMBER 19, 2019

A friend of mine stunned me yesterday when he shared he has 24 pairs of shoes. I gasped. He didn’t seem moved, and stated he has the money to buy them and enjoys searching for the perfect pair. When questioned a bit more deeply, he admitted that he only wears a few pairs regularly, and most very rarely. Which got me to thinking… some of us don’t have the funds, the space, or the time to shop for this many shoes.

Fashion 52

Fashion Touchpoint Retail Blog 52

NetBase

DECEMBER 19, 2019

Younger consumers are cut from a different cloth – or at least one that’s much more transparent than their forbears. They know exactly what they want from the world, and from brands, and they’re very vocal about it online. This requires brands to switch up their strategies, and oftentimes alter their entire brand positioning, to keep pace with changes.

Consumers 52

Consumers Brands Advertising Marketing 52

Happy or Not

DECEMBER 19, 2019

This year we interviewed some of the leaders at HappyOrNot to gather their insights and wisdom from their many decades of business experience, much of which was spent […]. The post 12 Questions Customer-Loving Companies Should Ask appeared first on HappyOrNot.

Insights 53

Insights Customers Blog 53

dscout People Nerds

DECEMBER 19, 2019

We gathered four leading UXRs to discuss how they’ve won hearts, minds, and budgets for qual research in quant-minded orgs.

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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

Forrester's Customer Insights

DECEMBER 19, 2019

Every year in my personal life with my mother & sisters, we like to celebrate products, lessons learned and life hacks that we discovered throughout the year (yes, geek alert!). This year, I’m doing it with all of you in my professional life. What were some of your favourite (professional related) things in 2019? Feel […].

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2019 48

dscout People Nerds

DECEMBER 19, 2019

We learned a lot, listened a lot, built a lot, and fixed a lot in 2019. Here’s an overview of what we heard from you, and how we improved. .

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2019 40

Forrester's Customer Insights

DECEMBER 19, 2019

Last weekend, Amazon informed its 3rd party sellers (which account for more than half of its unit sales) that they are no longer allowed to use FedEx’s ground delivery service for Prime shipments. In its email announcement, Amazon noted that its reason is a decline in the delivery network’s performance and that it won’t lift […].

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Sales Information Retail Customers 29

Brandwatch CX

DECEMBER 19, 2019

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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

Forrester's Customer Insights

DECEMBER 19, 2019

A stand-out theme from my inquiries this year was companies coping with symptoms of their monolithic commerce solutions. What I found surprising was the myriad reasons why they keep those solutions in place. I heard lots and lots of frustration, despite all the solutions on the market. So when I set out to do my […].

Marketing 29

Marketing Customers 29

Forrester's Customer Insights

DECEMBER 19, 2019

When we were working on the Forrester Wave™ about source-to-contract suites (see “The Forrester Wave™: Source-To-Contract Suites, Q4 2019 — The 11 Providers That Matter Most And How They Stack Up“), we found that several vendors were using the concept of “autonomous procurement” to describe the future state that they were working toward.

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2019 Customers 22

Forrester's Customer Insights

DECEMBER 19, 2019

We have just completed our Forrester Wave™ evaluation of source-to-contract (S2C) suites (“The Forrester Wave™: Source-To-Contract Suites, Q4 2019 — The 11 Providers That Matter Most And How They Stack Up“). These S2C suites combine four related buy-side software products: eSourcing, contract lifecycle management (CLM), spend analytics, and supplier risk and performance management (SRPM).

Management 20

Management 2019 Customers 20