CSM Magazine

APRIL 8, 2021

If you want your organization to grow and succeed long term, you’ve got to be a service leader. To do that, you’ve got to be “Relentless.”. It has to be a lifetime commitment. Lots of executives talk about their focus on customer service. Most can’t, or more likely, won’t sustain it. Over the decades I’ve been researching and speaking, it has become very clear to me that: The most successful organizations in the world—business, government, and non-profit—keep customer service at the center of th

Customer Service 110

Customer Service Advertising Financial Books 110

Alida

APRIL 8, 2021

Group Nine Media is a leading digital media company with many highly visible, category-leading brands in its portfolio, which include Thrillist , The Dodo , NowThis , POPSUGAR , and Seeker. Group Nine’s digital media portfolio extends across written, video, and audio content, reaching more than 145 million audience members every month. With a family of digital brands aimed at younger consumers—millennials and Gen Z making up 70% of its audience—Group Nine continually strives to stay on the cutti

Consumers 130

Consumers Brands Entertainment Customer Experience 130

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience. Stacy has a rich background in CX and provides incredibly insightful information in this episode.

Employee Experience 71

Employee Experience Culture Customer Centricity Engagement 71

Inbenta

APRIL 8, 2021

Over the last decade, especially during the Covid-19 pandemic, companies have grasped the importance of intelligent automation and have accelerated the deployment of these services to increase productivity and customer satisfaction while saving resources. Intelligent automation consists of techniques that accelerate business processes while maintaining high-quality services.

E Commerce 69

E Commerce Retail Omnichannel Customer Satisfaction 69

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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

Interactions

APRIL 8, 2021

It’s hard to believe that there was once a time that businesses operated solely in-person. Other than the occasional phone call to customer service, almost all interactions with a brand occurred in the store. Today, there are businesses that operate only online, and others have a mix of both in-person and digital experiences. In this blog, we will break down how a digital experience impacts a brand’s overall perception and performance, and where companies should focus their efforts moving forwar

Customer Journey Mapping 62

Customer Journey Mapping Customer Journey Social Media Measurement 62

SurveySparrow

APRIL 8, 2021

In a clothing store that you frequent, one day, you encounter two distinct kinds of shoppers. There’s Shopper A, who’s impulsive and picks up random items off the rack to try on and purchase as quickly as possible. . Then, you have Shopper B. This individual takes their time and carefully reads through all the labels before pulling a piece of clothing to try on. .

Advertising 52

Advertising Consumers Culture Customers 52

Oracle

APRIL 8, 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.

Loyalty Programs 52

Loyalty Programs Loyalty Customer Relationships Rewards Programs 52

ViiBE Blog

APRIL 8, 2021

Customers typically contact call centers when they are unable to resolve a problem with a product or service on their own. The key to satisfying the customer in search of a solution is the call center experience. The call center experience is the overall interaction between the customer and the call center. This experience is affected by several factors, including processes, training, and technology.

Call Center 52

Call Center Average Handle Time Contact Center Customer Satisfaction 52

Optimove

APRIL 8, 2021

Growing through your existing customers is more cost-effective than acquiring new ones. Still, with more and more customers turning to online as their preferred form of purchasing, brands often struggle to stand out in the crowd, acquire new customers and provide them with a positive experience from the get-go. The kind of experience that would keep them with the brand for the long haul.

Multi-Channel 52

Multi-Channel Touchpoint Interaction Brands 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

Gainsight

APRIL 8, 2021

We’ve all been there—you’ve binged so much that your favorite streaming provider is asking if you’re still there, watching your favorite show. I guess they did not imagine it possible to sit still on your couch for six hours straight! Just like your provider of choice, Gainsight’s Pulse Everywhere 2021 has something for everyone—whether you work in customer success, success operations, or product management.

2021 59

2021 Roadmap Customer Success Sales 59

Magellan Solutions

APRIL 8, 2021

Strategies for the success of the b2b telemarketing lead generation . Lead generation is a marketing process of capturing interest in a product. It allows companies to find potential prospects. Candidates are qualifying individuals considering their profiles, interests, and their demographic data. Lead generation’s purpose is to develop sales through found clients.

B2B 52

B2B White Paper Social Media Advertising 52

Gainsight

APRIL 8, 2021

One of the most exciting parts of working in Gainsight operations is getting a sneak peek at new features and functions as our product team rapidly innovates. We are our own harshest critics, and I love giving the product team feedback as I run the Gainsight platform for Gainsight. . With the recent release of Gainsight’s Horizon Analytics, my team and I started using the beta version’s tools and functions as soon as they were available.

Management 52

Management User Experience Metrics Document 52

Magellan Solutions

APRIL 8, 2021

Are you looking for the best way to outsource your data entry services ? Data entry plays a big role in the economy and businesses. It is the cornerstone of huge companies such as Microsoft and Apple. That is why entrepreneurs value the job. But as a growing business, you would want an outsourcing partner that you can call the best. A BPO company that understands your goal and ambitions.

Call Center 52

Call Center 2013 Document Contact 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

Forrester's Customer Insights

APRIL 8, 2021

In my recent report, “Embrace the Green Business Opportunity,” I demonstrated how new entrants and innovative brands, especially in Europe, are disrupting the status quo and becoming profitable sustainable businesses. This is not just about the iconic Patagonia, but also about Allbirds, Arcadia Power, Backmarket, BlaBlaCar, C’est qui le Patron?!, Ecotone, Enfuce, Frosch, Imperfect Foods, […].

Brands 42

Brands Innovation B2C Marketing 42

GetFeedback

APRIL 8, 2021

Become a CSAT expert with our comprehensive 4-week email course.

Customer Satisfaction 195

Customer Satisfaction Measurement Customers Article 195

Talkdesk

APRIL 8, 2021

Woof! . This is Caramel, and I am here to end your contact center dog days. I have been at Talkdesk for a year now, where I observed and learned (and took the occasional nap). I now feel ready to share some tips with you humans. Because I’m a dog, I know how to manage stress and not take life too seriously. Put simply: dogs have work/life balance down. .

Contact Center 99

Contact Center Management Information Customers 99

dscout People Nerds

APRIL 8, 2021

Ximena Vengoechea literally wrote the book on listening. Here’s her advice for richer conversations—both in and outside of the workplace.

Books 82

Books 82

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

SmartKarrot

APRIL 8, 2021

It is hard to acquire new customers and that is a known fact. To ensure that customers are retained, they need to like the product and be loyal to it. And the latest buzzword is product-led growth. Product-led growth is one where the key growth facilitator is the product itself. This means a shift to a product-led strategy leads to customer success.

Customer Success 10

Customer Success Metrics Customer Centricity Customers 10

dscout People Nerds

APRIL 8, 2021

Here are a few ways to redirect and reassure when stakeholder feedback feels off-base. .

Feedback 96

Feedback 96

Forrester's Customer Insights

APRIL 8, 2021

My previous blog noted that “technology has been modernized separately, to a meaningful degree, from the people and processes interacting with that technology.” This phenomenon has been driven primarily from the outdated managerial approach that the application of technology simply supports the efficiency of a given product or service. Organizations can no longer use this mindset and […].

Technology 72

Technology Blog Interaction Information 72

CSM Magazine

APRIL 8, 2021

Let’s begin with a definition of what constitutes a false economy. Where you invest in a solution that on the surface promises to minimise resource expenditure but results in greater expenditure over time, the result is a false economy. How does this relate to HR software? When you invest in HR software, the aim is to streamline and automate some of the more straightforward administrative tasks that currently dominate your HR team’s day.

Webinar 52

Webinar Definition Technology Interaction 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

Influitive

APRIL 8, 2021

Next week, the Product Marketing Alliance will be hosting their first-ever Customer Marketing Summit and Influitive is a proud sponsor of this event. We’re even more proud of the fact that one-third of the event sessions feature Influitive customers. Customer marketing and advocacy is more important than ever. Our 2020 State of Customer Marketing survey […].

Marketing 52

Marketing Events 2020 Customers 52

Forrester's Customer Insights

APRIL 8, 2021

When MLB Commissioner Rob Manfred announced the league’s decision to relocate the All-Star Game out of Georgia, it triggered a partisan firestorm — there was support and there was opposition. While some government leaders in the US are advising CEOs to stay out of politics, 68% of US adults believe that CEOs are best positioned […].

Government 61

Government B2C Marketing Customers 61

SurveySparrow

APRIL 8, 2021

If knowledge is power, then in business, market knowledge is a superpower! Business without market research is similar to pizza without cheese (ignore if you don’t like cheese)! You can’t imagine running a business successfully without gaining knowledge about the market trends. Let’s say you’re thinking about buying a new laptop.

Marketing 52

Marketing Definition 2006 Brands 52

Forrester's Customer Insights

APRIL 8, 2021

Even with the best intentions and C-level support, it is difficult to transform a B2B organization from having a product-centric to an audience-centric go-to-market strategy.

B2B 43

B2B Marketing Customer Centricity Customers 43

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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