Education Services Group

NOVEMBER 8, 2021

It’s here! The 2021 Customer Success Leadership Study is out! I don’t know about you, but I love data. Numbers are the best. Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry.

2021 52

2021 Leadership Customer Success Chief Customer Officer 52

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic.

Brands 103

Brands Customer Experience E Commerce E-support 103

ShepHyken

NOVEMBER 8, 2021

Each week I read many 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. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? by Jon Picoult. (destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight

Article 88

Article 2021 Customer Service Retail 88

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic.

Brands 86

Brands Customer Experience E Commerce E-support 86

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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

The DiJulius Group

NOVEMBER 8, 2021

Is the level of experience your customers receive is dependent on which employee they encounter? Are there certain employees on your team you hope your best clients interact with? If so, then you have what is known as employee roulette. Employee roulette is a problem most organizations have. There is good news: You can significantly. Read Full Article.

Customer Experience 116

Customer Experience Article Interaction Customers 116

Optimove

NOVEMBER 8, 2021

Schedule a demo RIGHT HERE at World GES. See what Optimove can do for you. Ready to scale your CRM Marketing? Optimove helps high-velocity, promotional, data-centric brands scale CRM Marketing, intelligently: Easily access your unified customer data and leverage advanced AI and ML that surfaces valuable engagement opportunities. Continuously optimize your campaigns and journeys by leveraging self-optimizing algorithms and one-click recommendations.

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Demo Measurement Interaction Marketing 98

Beyond the Arc

NOVEMBER 8, 2021

When your company takes on a merger or acquisition, you may see great opportunities, but you should also keep a sharp eye on how the transition affects your customer experience. With all the challenges of change – how do you retain customers and strengthen brand loyalty so you can capture the full value of [.]. The post Ensuring great customer experience through a merger – 4 keys to effective merger communications appeared first on Beyond the Arc.

Communication 59

Communication Customer Experience Loyalty Customers 59

SAP Customer Experience

NOVEMBER 8, 2021

On behalf of the SAP Customer Experience Enablement team, here’s the official release of the new SAP Marketing Cloud Stay Current 2108. Certification release SAP Marketing Cloud 2108 Stay Current (C4H2_SC) This web self-assessment consists of 10 multiple choice questions, which consultants can take to test their understanding of the.

Marketing 77

Marketing Consulting Customer Experience Customers 77

Beyond the Arc

NOVEMBER 8, 2021

As a CX consultant, I spend my workdays helping companies improve, and even reinvent, their communications to create more engaging customer experiences. As a result, I’ve become a much more discerning customer in my off time. I really pay attention to how I’m treated, what the communications feel like, and whether I feel good, [.]. The post Consistency: The secret ingredient for creating customer loyalty appeared first on Beyond the Arc.

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Loyalty Consulting Communication Customers 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

CSM Magazine

NOVEMBER 8, 2021

Here are three easy ways to simplify the online customer journey. The customer journey is a process describing an individual’s interaction with your business to achieve a goal, be this by purchasing a product or subscribing to a service. The customer journey is a relatively simple process at heart, but it can easily become convoluted and confusing if not properly understood.

Customer Journey 52

Customer Journey Touchpoint Reference Social Media 52

Beyond the Arc

NOVEMBER 8, 2021

Everyone’s talking about customer experience, yet a surprising number of companies are a long way from operating like a well-oiled customer-centric machine. Even if your business has good intentions, some common themes may be rippling through your organization that are holding you back. 5 signs you don't have a customer-centric culture, and how to [.].

Customer Centricity 52

Customer Centricity Culture Customers Customer Experience 52

CSM Magazine

NOVEMBER 8, 2021

You might have heard that some people are followers and others are guides. The truth is, leadership skills are important for everyone, not only CEOs and visionaries. Whatever position you want to get, you need to acquire the necessary knowledge as soon as possible. It is a common myth that some people are natural-born leaders. Some people intuitively know how to lead people and set goals.

Leadership 52

Leadership Presentation Workshop Events 52

Knowmax

NOVEMBER 8, 2021

How to Go Digital through KM enabled self-service?

Customer Experience 52

Customer Experience Customers 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

West Monroe

NOVEMBER 8, 2021

The demand for SaaS models isn’t slowing down.

Customer Experience 52

Customer Experience Customers 52

Kapta Customer Success

NOVEMBER 8, 2021

Growing a strong account management team requires more than just good salespeople. It also requires solid account management software to support your team. While CRMs have taken the place of account management software for as long as it has been around, it’s time you give your team the tools they need not only to succeed in their role, but to excel.

Management 96

Management 2022 Technology 96

SmartKarrot

NOVEMBER 8, 2021

Customer success has a vital role to play in any B2B business. Today, businesses have become quite aggressive, which has become very challenging to compete with customers. . Fortunately, AI has come to the fore. It gives a definite edge over your competitors, which results in better customer success. . As a result, we see more and more B2B businesses across the globe extensively using this amazing technology to maximize their benefits.

Customer Success 10

Customer Success Net Promoter Score B2B Metrics 10

Uplight

NOVEMBER 8, 2021

Uplight’s NEUROdiversity Employee Resource Group (ERG) is a private community for Uplight employees who identify as neurodivergent, including those with anxiety, depression, dyslexia, ADD/ADHD, autism, AS, PTSD, addiction and more). The group offers support to one another by listening, sharing, and/or assisting each other around Neurodiversity Here we speak to one of NEUROdiversity’s leaders, Ray Read More.

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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

InnerTrends

NOVEMBER 8, 2021

We have some exciting updates for you: we've launched a new navigation menu within the InnerTrends app - it's now faster and more efficient to get to reports -, plus two more features are now available in beta!

Insights 52

Insights Customers 52

Blueshift

NOVEMBER 8, 2021

AI-powered customer data platform Blueshift has expanded into Asia Pacific with Sumit Ramchandani at the helm as MD, months after it raised US $30 million in Series C funding in February this year. Ramchandani, who was previously CEO of AirAsia Media Group, told MARKETING-INTERACTIVE that he was seeking for a business with a unique proposition to […].

Interaction 52

Interaction Marketing Customers 52

West Monroe

NOVEMBER 8, 2021

The latest West Monroe poll data reveal insights into how a company’s strategies on talent, hybrid work, and sustainability affect executives’ confidence in the future

Insights 52

Insights 52

Forrester's Customer Insights

NOVEMBER 8, 2021

Tech leaders and business executives invest in process automation technologies because they expect that productivity gains will translate into cost savings through reduction in employees. But lessons drawn from Forrester’s 2015 forecast, Death Of A (B2B) Salesman, raise doubts on that theory. In that report, we projected that 1 million US B2B salespeople would lose […].

2015 45

2015 B2B Technology Customers 45

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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

BirdEye

NOVEMBER 8, 2021

Have you ever searched online for a local business and chosen one without considering its star rating or how many reviews the business has? The answer is likely no, and you’re not alone – According to a study on how many customers read reviews , 95% of customers read reviews before making a purchase. As consumers, we search online for reviews to choose which business provides the best products, services, and experience.

Management 97

Management Social Media Consumers Feedback 97

CSM Magazine

NOVEMBER 8, 2021

It’s easy to think that your customer service emails are already the best that they can be. However, it’s an almost sure bet that your organization is making some common mistakes that could potentially confound your clients. The good news is that it’s almost equally a good bet that a few simple changes are all you need to make amends.

Customer Service 97

Customer Service Customer Relationship Management Consumers Customers 97

Forrester's Customer Insights

NOVEMBER 8, 2021

When your sales organization looks to create a “coaching culture,” does everyone fully understand what behaviors you need them to demonstrate? How about what outcomes you’re looking to drive? If you don't take the time to clearly define what sales coaching is, you risk it becoming just another diluted buzzword leading to nothing of significance getting accomplished.

Culture 26

Culture 2022 Sales 26

BirdEye

NOVEMBER 8, 2021

Have you ever searched online for a local business and chosen one without considering its star rating or how many reviews the business has? The answer is likely no, and you’re not alone – According to a study on how many customers read reviews , 95% of customers read reviews before making a purchase. As consumers, we search online for reviews to choose which business provides the best products, services, and experience.

Management 52

Management Social Media Consumers Feedback 52

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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