Help Scout
MAY 20, 2021
Marketing is often focused heavily (or even solely) on generating new leads and customers, but it’s important not to overlook your existing customers when creating your marketing strategies. Lincoln Murphy sums up the value that existing customers offer to growing SaaS companies: “The majority of the revenue from your relationship with a customer happens post-sale.
Alida
MAY 20, 2021
With so many industries forced to adapt to unprecedented change over the last year, Voice of the Customer (VoC) and customer experience (CX) initiatives are becoming critical for any company to be successful. CX professionals are recognizing just how important direct communication with customers is for making decisions and navigating the business to better outcomes.
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Kustomer
MAY 20, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen and Vikas Bhambri from Kustomer are joined by Edmund Ovington to learn the secrets to breaking down language barriers. Listen to the full episode to learn more. Why Your Team Needs Language Translation Software. VP of Global Alliances at Unbabel , Edmund Ovington shares why language translation software is a hot topic in the world of CX and how leaders could greatly benefit from these servi
ChurnZero
MAY 20, 2021
When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. In the early stages of your Customer Success team’s journey, where you have little organizational oversight or guidance and the amount of work outnumbers the people to do it, just figuring out the right things to focus on can be a paralyzing challenge – not to mention doing those things right.
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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.
Conversocial
MAY 20, 2021
Supply chains, waistbands and family relationships - all things put under a far greater strain than would be preferable since March 2020. For the purposes of this article, we are just going to focus on the first one. Over the course of the last 12+ months countries have been in fluctuating states of lockdown, creating issues around factories, transport, stores and every link in between that makes the global supply chain function.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Feedbackly
MAY 20, 2021
Are you disappointed in your CX program because it hasn’t been able to deliver the expected results? It could even be frustrating, especially if.
CSM Magazine
MAY 20, 2021
Customer experience covers every stage of the consumer process – from discovery right through to purchase and then retention. Focusing on that penultimate step, purchasing, is important, as it’s when customers will choose to open their wallets: Forbes estimates that 86% of consumers are willing to pay more if their experience has been positive.
Oracle
MAY 20, 2021
Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.
Magellan Solutions
MAY 20, 2021
What is sales outsourcing. Scalability, speed, and focus are essential. This is where outsourcing sales is a proven way for companies to drive revenue. So what is sales outsourcing? Sales outsourcing allows you to take advantage of untapped opportunities. You leverage more salespeople through an outsourcing partnership. Forward-thinking partners and experts help with the latest outsourcing trends such as: Increased cyber security measures.
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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
The DiJulius Group
MAY 20, 2021
In a time of uncertainty, there are only three certainties in life: death, taxes, and customer experience. Interestingly, it takes a pandemic or an economic fallout for companies to focus more on the customer experience they deliver. Unfortunately, many leaders still don’t see the correlation between customer service and company success. However, as a few.
CSM Magazine
MAY 20, 2021
Can patient portals improve your clinic’s overall performance? We look at the pros and cons below. Picture this: You have a new patient come in for a consultation. As the health care provider, you try to find out a patient’s medical history through a series of questions. It takes a while to get to the bottom of things in order to see the bigger picture and recommend an appropriate remedy.
Call Experts
MAY 20, 2021
Business process outsourcing is a method of subcontracting various business-related operations to third-party vendors. . What is business process outsourcing? When a business contracts a third party to perform several services related to back and front office operations. BPO is deemed “offshore outsourcing” if the contract is sent to another country with political stability, lower labor costs, and tax savings.
Hello Customer
MAY 20, 2021
When talking to organisations about what we do, the answer we’re getting is: ‘oh we already have surveys’, or ‘we are already doing NPS’. But when asked what the results of those are, the answer is less clear and outspoken. Companies are better at soliciting feedback than using it. When asked about the challenges they face with their programmes, we see the following come back: 1) After doing NPS for X years, we see the engagement of employees drop.
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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,
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Magellan Solutions
MAY 20, 2021
Top platforms for webshop outsourcing. You have to be design savvy and an expert in programming. These jobs are better left with the experts. After all, this is where customers will make their orders. You want to make sure that their experience is a positive one. In addition, you need to figure out the best eCommerce platform for your business. Physical stores and online storefronts.
ViiBE Blog
MAY 20, 2021
Remote visual support and AR are two vastly emerging technology redefining customer service and the traditional approach to customer support, with a predicted 1.9 billion active monthly users by 2022. Many such solutions have so far been welcomed on the market, all with functions enabling support teams to provide customers with quick issue identification and tailored personal assistance, while increasing customer service teams’ performances.
MyCustomer
MAY 20, 2021
TTEC, one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions, has bee 20th May 2021 TTEC EMEA Win 2 Customer Centricity Awards
Magellan Solutions
MAY 20, 2021
What makes the perfect inbound service. Customer service is crucial for success in your business. Customers are encouraged to choose you among others when they feel that you prioritize them. Let your clients have open communication channels. Engage customers via phone, email, or other channels. Inbound and outbound customer support improves the quality of a customer’s experience. .
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.
CSM Magazine
MAY 20, 2021
eDesk and CitizenMe reveal vast majority of UK and US ecommerce customers speak to retailers when an issue arises, offering a chance at redemption – but how businesses manage the problem determines their fate when it comes to reviews and feedback. Online shopping increased drastically over the past year as people stayed home, which has led ecommerce customer service specialist eDesk to update its Reviews and Feedback tool accordingly.
Optimove
MAY 20, 2021
For the 2nd year in a row, Optimove is recognized as a Challenger in Gartner’s Magic Quadrant for Multichannel Marketing Hubs1. This is also the 3rd consecutive year that Optimove has seen significantly improved scores across all Critical Capability use cases. This year’s Magic Quadrant evaluated 20 different vendors on 15 different criteria and ranked them against four critical use cases.
GetFeedback
MAY 20, 2021
PUMA revamped their digital customer journey with GetFeedback to improve their online experience and increase revenue. Learn how you can implement GetFeedback today!
Brad Cleveland Blog
MAY 20, 2021
Customer experience is both far bigger—and much smaller—than many realize. In other words, customer experience is more than the product itself. It’s more than customer service. It’s more than your technology platform. It’s all-encompassing. It’s big. But it’s also the last interaction a customer had. Despite all of your effort—all of your processes, your work on products—just one interaction can … The post Customer experience is both far bigger—and much smaller first appeared on Brad Cleve
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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.
MyCustomer
MAY 20, 2021
Engagement Why managing customer journeys is a mistake.
Brad Cleveland Blog
MAY 20, 2021
Customer experience is both far bigger—and much smaller—than many realize. In other words, customer experience is more than the product itself. It’s more than customer service. It’s more than your technology platform. It’s all-encompassing. It’s big. But it’s also the … Continue reading → The post Customer experience is both far bigger—and much smaller appeared first on Brad Cleveland.
Forrester's Customer Insights
MAY 20, 2021
En parallèle de la transformation numérique, la prochaine vague de transformation des entreprises sera celle du développement durable et de la révolution écologique. La crise de gouvernance récente de Danone a mis en lumière les enjeux du « stakeholder capitalism » et le besoin de concilier deux tendances trop souvent perçues à tort comme contradictoires : éthique et […].
SurveyGizmo
MAY 20, 2021
What is SPSS? While Alchemer has powerful built-in reporting features that are easy to use and present for most online surveys, NPS survey, and employee satisfaction surveys, when it comes to in-depth statistical analysis most researchers consider SPSS the best-in-class solution. . SPSS is short for Statistical Package for the Social Sciences, and it’s used by various kinds of researchers for complex statistical data analysis.
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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.
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