Totango

APRIL 20, 2020

It is critical to manage churn especially in this time of uncertainty As topline growth may be stagnant due to the crisis, it’s even more important to protect your core base and reduce churn. Customer churn analysis can provide you and your teams with valuable insight into what drives your current churn rate and potential improvements. You need to understand what outcome / value your customers are trying to achieve from your products and services.

Customer Journey 78

Customer Journey Document ROI Demo 78

ClientSuccess

APRIL 20, 2020

If you’re like most organizations over the past few weeks, you’ve received orders (whether government-mandated or from your leadership team) that have forced your team to work remote for the foreseeable future. While remote work can be challenging for any team not used to working outside of an office environment, it can present unique challenges to customer success teams who need to stay connected with each other and with external customers.

Customer Success 52

Customer Success Government Communication Leadership 52

MyCustomer

APRIL 20, 2020

Download the Guide. Lead goal. 100. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Download this report to unlock 10 ways that contact centers can improve customer experience using voice technology.

Customer Experience 52

Customer Experience Download Contact Center Customers 52

Bold360

APRIL 20, 2020

Subscribe via iTunes , Spotify and more. Imagine what it’s like to be a customer right now. The world is confusing. You’re scared. And a lot of people are handing down directives and mandates for you to follow. That’s why it’s critical to think about how you can add value to your customer. Then tell them a simple, elegant story.

Retail 72

Retail Call Center Travel Financial 72

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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

Myra Golden

APRIL 20, 2020

I read that the average customer service call lasts 2 minutes longer than it needs to. Often, we don’t know how to get an angry customer to back down, or we struggle to move a customer from venting to a solution. Or we don’t want to be rude when trying to wrap things up with a friendly, talkative customer. The problem with longer calls is the impact it has on customers who are on hold waiting for help.

Customer Service 76

Customer Service Customers Customer Experience Design Customer Experience 76

SurveySparrow

APRIL 20, 2020

It is a simple question that you ask your customers. But there is so much that you get from it. It is not only a metric to find out loyalty and customer satisfaction, but it can also play a significant role in your sales and lead generation. Net Promoter Score will help your business by helping you in customer retention and in converting your prospects to leads.

NPS 52

NPS Sales Net Promoter Score Loyalty Programs 52

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. (Washington University in St. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St.

Article 64

Article 2020 Loyalty Programs Customer Service 64

NetBase

APRIL 20, 2020

As more casual restaurants and eateries begin resembling their fast-food cousins, how are high-end dining establishments staying afloat? Many are not, but quite a few have pivoted to capture market share with off-premises options that are squeezing competitors out. Will this change the face of food in the future? Let’s explore! Delivery with a Twist of Lime.

Marketing 70

Marketing Social Media Travel Consumers 70

iPerceptions

APRIL 20, 2020

A crisis can have reverberating effects on the day-to-day of customers and brands alike.

Brands 96

Brands Customers Customer Experience 96

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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

Topdown

APRIL 20, 2020

Originally developed to help companies streamline, if not to altogether automate, transactional printing, CCM ( customer communication management ) has matured over the nearly 40 years since its inception. Today, the shift in automated communications continues from print to digital channels. This transition is no longer being driven by cost-saving initiatives cloaked in environmental stewardship, but rather by CX (customer experience) strategy and technology, data and analytics evaluation, and m

Customer Satisfaction 62

Customer Satisfaction Communication Customers Technology 62

Myra Golden

APRIL 20, 2020

No one likes to deliver bad news to customers, but for a lot of us, delivering bad news is a regular part of business. You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. I created my Delivering Bad News course with LinkedIn Learning to take the fear out of giving bad news to customers.

Customers 59

Customers Customer Experience Design Customer Experience 59

Oracle

APRIL 20, 2020

Staying healthy and in shape is still attainable without making it into your gym or favorite studio. In a recent NY Post article , Tiffani Robbins, a Fithouse instructor states, “Every little bit counts, so do what you can. You can do squats anywhere. Even a 10-minute express workout counts.” Here are a few tips to help achieve a great workout session from home: If you’re using your phone for your workout, put on the “do not disturb” setting so you don’t get d

Magazine 55

Magazine Download Healthcare 2020 55

Magellan Solutions

APRIL 20, 2020

To contain the spread of the coronavirus (COVID-19) pandemic and to protect their employees from catching the disease, many business owners are now having difficulties managing a remote workforce. Though remote work has been up for many years now, and the trend has been going around for decades, it is only these days that most business executives have explored its possibility.

Management 52

Management Communication Presentation Metrics 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

Gainsight

APRIL 20, 2020

In the SaaS industry, it’s always been our job to provide flexibility and accessibility through our products. Remote work isn’t new. The products we create have fueled telecommuting ever since the inception of software-as-a-service. However, we’ve entered a time where work-from-home is more prevalent than ever and the global environment we work in is like nothing we’ve ever experienced.

Insurance 52

Insurance Touchpoint Roadmap Feedback 52

C Space

APRIL 20, 2020

The Brand Move Roundup – April 20, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).

2020 52

2020 Brands Hospitality Healthcare 52

GetFeedback

APRIL 20, 2020

Join GetFeedback and TEDx speaker Jeannie Walters in this on-demand webinar, as we share ways to quantify your feedback data and the different actions you can take to improve customer relationships and drive business revenue. .

NPS 259

NPS Webinar Customer Relationships Feedback 259

Forrester's Customer Insights

APRIL 20, 2020

The coronavirus crisis offers telcos an opportunity to reposition themselves. Over the medium and longer term, the stronger telcos will benefit from the crisis.

Telecommunications 58

Telecommunications Omnichannel Customer Experience Management Technology 58

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

NICE inContact

APRIL 20, 2020

Why is AI becoming a priority for contact centers around the globe? What does it look like to actually implement it in your organization? And what kind of impact can you expect? Explore why and how contact center leaders are utilizing AI today.

Contact Center 79

Contact Center 79

Forrester's Customer Insights

APRIL 20, 2020

The March Numbers Are In: Retail Sales Are Down, But Not Out The Census Department released preliminary figures for March sales in the US on April 15, which provided an official glimpse of the impact of COVID-19 on the US economy and retail spend. We expect the upcoming slate of earnings releases to reinforce the following narrative: Consumer spend is up at grocery stores (including alcohol stores), mass merchants, […].

Marketing 48

Marketing Retail Sales Consumers 48

SmartKarrot

APRIL 20, 2020

Role: Customer Success Manager II Location: Austin, TX Organization: Khoros Khoros is looking for exceptional Customer Success Managers to play a key role in ensuring the continued success of their rapidly growing customer base. In this role, you will be the key point of contact for their customers, developing and sustaining strategic relationships with a portfolio of top-tier enterprise customers, and responsible for driving success and adoption throughout all aspects of the customer’s journey.

Customer Success 10

Customer Success Customers Innovation Feedback 10

Forrester's Customer Insights

APRIL 20, 2020

The wealth management industry is undergoing a digital transformation, and firms are turning to digital wealth management platforms (DWMPs) to accelerate their initiatives. In “The Forrester Wave™: Digital Wealth Management Platforms, Q1 2020” report, we identified the 13 most significant digital DWMP providers, which we evaluated across 26 criteria.

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2020 Management Insights Financial 43

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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

NICE inContact

APRIL 20, 2020

Why is AI becoming a priority for contact centers around the globe? What does it look like to actually implement it in your organization? And what kind of impact can you expect? Explore why and how contact center leaders are utilizing AI today.

Contact Center 62

Contact Center 62

Forrester's Customer Insights

APRIL 20, 2020

5G will become a general-purpose technology for financial services firms.

Financial 45

Financial Technology Insurance Banking 45

Confirmit

APRIL 20, 2020

Register to the webinar for your region. Australia: 21st April @ 11am AEST. Europe: 21st April @ 11am BST. North America: 21st April @ 11am EDT. Employee feedback and workforce insight strategies and trends have been undergoing a massive transformation in recent years. HR and People Analytics teams within organizations are doing more to take control of their own feedback strategies, and importantly, the methods and techniques being implemented are evolving faster than you might expect.

Employee Experience 52

Employee Experience Webinar Insurance Leadership 52

Forrester's Customer Insights

APRIL 20, 2020

To navigate the next stage of the coronavirus pandemic, governments and companies must design and enforce Pandemic Management Protocols (PMPs) — a set of procedures and processes by which people will go to the office, go to school, congregate in public, eat in restaurants, travel, and move without causing unmanageable new outbreaks of the virus.

Management 66

Management Government Travel 66

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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