Fri.Jan 13, 2023

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Why Customer Health Scoring Matters

Team Support

Understanding and measuring customer sentiment and health is a critical aspect of running a successful business. It allows you to gauge how your customers feel about your brand, products, and services, and make adjustments as needed to improve the customer experience. By regularly tracking customer health, businesses can make informed decisions that lead to increased customer satisfaction, retention, and revenue.

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Guest Post: How Can You Make Sure That Your Customers Feel Heard?

ShepHyken

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. She writes about letting your customers know that they are important to you and your business by making sure that they feel heard. Running your own business can be amazing – you can control your own working hours and make all of the important decisions, but ultimately you are responsible for the success of the business.

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Training and Development as an Employee Retention Strategy 

COPC

Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others also provide ongoing training. Select contact centers add structured performance reviews and development programs to ensure their employees’ professional growth and to increase the likelihood of staff staying with their organization. .

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Understanding the options for call recording in Microsoft Teams

Eptica

Date: Friday, January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Understanding the options for call recording in Microsoft Teams Published on: January 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Recording calls and other customer service interactions is key for compliance, quality control and improving the overall experience.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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All New CX Toolkit for 2023

IntouchInsight

Happy new year! At Intouch Insight, we’re excited for what 2023 will bring for us and our partners. And we’re kicking it off with an all-new Customer Experience (CX) Toolkit.

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Every Insurance Interaction is Critical: How to Improve Policyholder Retention

SaleMove

Insurance companies can improve their profitability by boosting their policyholder retention rates with Digital Customer Service. The post Every Insurance Interaction is Critical: How to Improve Policyholder Retention appeared first on Glia Blog | Digital Customer Service Explained.

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Sabio Group Expands Into the Nordic Region and Strengthens Genesys Capability

CSM Magazine

Mark Betts, Sabio’s Managing Director for the UK, Nordics and Africa. Sabio Group has expanded into the European Nordics region following a ‘transfer of business’ agreement with a major European IT consultancy. Sabio – the digital customer experience (CX) transformation company – will integrate the specialist Genesys business of Sopra Steria.

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The Transition from Traditional to SaaS: 5 Tips to Get You Through the Growing Pains

Education Services Group

As businesses embrace the everything-as-a-service transformation, some find it more difficult than others to make the shift to SaaS. The larger and more established your company is, the harder it is to navigate this monumental change. Think about everything that goes into the operation of a multi-billion-dollar enterprise. Now, mix in a move away from on-prem (something it has been selling since its inception!

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Jan 13- Customer Success Jobs

SmartKarrot

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal. Proactively work with the sales team on upsells and expansion opportunities while mitigating potential churn risks.

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The 2023 Verint Experience Index: Retail

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

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The Importance of CTV Measurement for Strong Performance

Merkle

With ad spend projected to exceed $21 billion for 2022 , many marketers are looking to add connected TV (CTV) to their media mix – but there are questions around how a brand can measure these efforts. While CTV can enable brand awareness in nationwide campaigns or in specific audience segments, identity resolution tools like Merkle’s Merkury allow brands to use CTV as a trackable performance marketing channel.

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Survey design best practices: 7 steps to follow

delighted

Well-crafted survey design allows you to gather actionable insights into your products, services, and organization. Designing surveys – ones your customers and employees will want to take – requires careful thought and planning. However, the results of your hard work will yield important sources of data that you can use to transform your business. In this post, we’ll identify what good survey design entails, its importance, and steps to follow in order to get actionable feedback from respo

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I Am Merkle: January

Merkle

At Merkle, our DEI team is thrilled to unveil two innovative internal programs that are sure to help our employees reach new heights in both their personal and professional lives. Forward Movement Fridays : A 6 month long cohort group to learn and apply effective tools, strategies, and principles of behavioral change to achieve personal and professional goals.

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Survey design best practices: 7 steps to follow

delighted

Well-crafted survey design allows you to gather actionable insights into your products, services, and organization. Designing surveys – ones your customers and employees will want to take – requires careful thought and planning. However, the results of your hard work will yield important sources of data that you can use to transform your business. In this post, we’ll identify what good survey design entails, its importance, and steps to follow in order to get actionable feedback from respo

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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15 social media engagement posts your company should try

BirdEye

Engagement is the measurement of success on every social media platform. It’s why you want to see plenty of likes, comments, and shares on your content. Yet, it can be frustrating to post content you think will work only to see followers have passed it by without so much as a single like. The truth is that some posts get more engagement than others.

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Digital Strategies to Help You Activate Your Customers

Gainsight

Sabina Pons is Operating Partner at Growth Molecules and a 2022 Top 100 CS Strategist. . In a recent post, we covered how customer moments of truth act as a map to achieve digital scale. Beyond the WHAT and WHY of digital-led customer success strategy, we also want to share tips on HOW to make the strategy a reality. . There’s a lot to cover if we consider the entire customer journey, so our focus here will be on those moments of truth where your goal is to activate customers and get them engage

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12 Customer Success predictions and trends for 2023

ChurnZero

The time-honored practice of trying to predict what’s to come in the year ahead never fails to get our minds buzzing with possibilities, new ideas, and excitement for the future. However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. A few common themes emerged.

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