Experience Investigators by 360Connext

JULY 7, 2020

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind. What do you see? If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste

Customer Journey Mapping 208

Customer Journey Mapping Customer Journey Document Workshop 208

Strikedeck

JULY 7, 2020

Vincent Manlapaz, in an interview with Trent Peterson talks about proven customer success techniques to solve business challenges through the use of technology and utilizing expertise in our Customer Success organization.

Customer Success 52

Customer Success Technology Customers Customer Engagement 52

ReviewTrackers

JULY 7, 2020

Loyalty 122

Loyalty Customers Customer Experience 122

GetFeedback

JULY 7, 2020

Simplified CX YouTube series episode on how to prove the ROI of your CX program.

ROI 458

ROI Customer Experience Customers 458

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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

Heart of the Customer

JULY 7, 2020

Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count. But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […].

Customers 174

Customers Customer Experience 174

Oracle

JULY 7, 2020

One of the largest internet providers saw a 60% increase in internet usage in some areas of the US in the month of March. With so many more people at home working, studying, and finding entertainment across devices, the way consumers are behaving and interacting with brands is changing. Here are 3 key areas where consumer behavior is shifting, and how you can modify your strategy to accommodate. 1.

Consumers 98

Consumers Entertainment Fashion Touchpoint 98

ChurnZero

JULY 7, 2020

This is a guest blog post by LiveAgent. . What makes a successful business? Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

Gainsight

JULY 7, 2020

Churn (the amount of revenue lost from a company’s existing customer base each year) is a metric that rises to the top of most SaaS leaders’ minds; it is one of the most commonly tracked metrics in SaaS businesses. As a SaaS leader, some elements of churn are structural. However, there are also decisions you can make that affect churn. We recently interviewed ~50 leaders at mid-sized SaaS companies, to identify decisions they made that did or did not affect churn.

Customer Success 97

Customer Success Management Metrics Customers 97

NetBase

JULY 7, 2020

TikTok. Instagram. Twitter. YouTube. Magazines. Commercials. Influencers are everywhere. So how can you attract the right influencers for your brand to ensure a positive experience? Influencers can be popular today, but gone tomorrow, because consumers are that fickle. Brands must shift their influencer activity to accommodate consumer sentiment. Here’s how.

Consumers 80

Consumers Social Media Magazine Events 80

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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

Waypoint Group

JULY 7, 2020

I was pleased to be interviewed by Colin Brogan , CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted (changed?) so much of the way business has been getting done: What is the right “posture” in this environment? The danger of the “Annual NPS Survey” process and how to do it right by listening across the customer lifecycle.

Customer Engagement 52

Customer Engagement Engagement NPS Customer Success 52

Feedbackly

JULY 7, 2020

Running a service business in a competitive arena is not easy, and you have to utilize every measure possible to generate sales and grow. Source.

Measurement 75

Measurement Sales Customer Journey Insights 75

Storyminers

JULY 7, 2020

This article was originally presented on Customer Engagement Magazine’s website. The post Customer Engagement – March 2014 appeared first on StoryMiners.

2014 64

2014 Customer Engagement Engagement Magazine 64

kommunicate

JULY 7, 2020

Chatbot software usage has greatly increased in the past few years. 2017, in particular, is branded as the “Year of The Chatbot.” The number of chatbots docked into Facebook Messenger has risen from 30,000 in 2016 to 100,000 the following year. Almost every major brand has deployed a chatbot software for website engagement. 2020 will [.]. The post 7 Chatbot Automation Tips You Need To Know appeared first on Kommunicate Blog.

2016 52

2016 2017 2020 Blog 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

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Like the new cash register-less check-out at Amazon GO? Why doesn’t Target offer that? Prefer the customized recommendations you get from Nordstrom? Why doesn’t Men’s Wearhouse do it that way? It’s simply natural to let expectations creep between brands.

Contact Center 59

Contact Center Customer Expectations 2017 Management 59

Education Services Group

JULY 7, 2020

Hot! Hot! Hot! These days, the hottest topic in Customer Success is the big “M” word – Monetization. But how do you go about monetizing Customer Success? Many companies are taking a learn as they go approach, testing the waters of charging customers for CS resources a little bit here, a little bit over there. A few standouts are diving into monetization headfirst, reorganizing their entire post-sales ecosystem around fee-based CS services.

Customer Success 52

Customer Success Customers Customer Confidence ROI 52

Grade.us

JULY 7, 2020

Reading Time: 12 minutes. Healthgrades is a sleeping giant. Half of all Americans who see a doctor this year will visit Healthgrades. They’re the number one platform for patient-doctor connections. This is significant when you realize they have a large number of competitors — many with deep pockets. How do they retain their #1 spot with consumers?

Hospitality 37

Hospitality Healthcare Advertising Insurance 37

GetFeedback

JULY 7, 2020

Everything you need to know to collect, analyze, and act on product feedback to continue innovating.

Feedback 195

Feedback Innovation Article 195

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

Qualtrics

JULY 7, 2020

The Qualtrics XM Institute gives XM professionals an invaluable resource with access to original research, thought leadership insights, and an in-person community. Find out more. Visit the XM Institute. The Qualtrics XM Institute launches the only community and resource destination for XM professionals, practitioners, and leaders. Learn and share XM best practices.

Management 29

Management 2020 Leadership Insights 29

Talkdesk

JULY 7, 2020

2020 has been a challenging and unusual year on so many levels. The COVID-19 pandemic took the world by storm and governments worldwide declared stay-at-home and social distancing measures to protect public health safety. Such procedures made it difficult for social and cultural demonstrations to take place. Like all big events, gatherings and celebrations had to move to a virtual stage.

Culture 91

Culture Government 2020 Reference 91

Storyminers

JULY 7, 2020

Describe the day-in-the-life of a professional speaker. A professional speaker doesn’t just speak, they run a business. Often, they run every part of their business. Each day, you’ll be involved in all the things that matter – from finding clients to building new content, from staying up to date on current trends to providing thought leadership for your audiences, and from setting up your back-office Web services to handling mundane accounting chores.

2010 89

2010 Retail 2017 Banking 89

SmartKarrot

JULY 7, 2020

Being in the customer success business, it is of no surprise how vile the pangs of customer churn could be. All of us have faced that stage when we are brutally tired of restraining our clients from churning out. And especially when you do not know what is going on with your client base, it can be a big reason to worry. Thankfully, early warning systems are here for your rescue.

Customer Success 10

Customer Success Customers Customer Journey Customer Base 10

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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

Vanilla Forums

JULY 7, 2020

Forward-thinking organizations know their brand communities help with support, marketing, and retention. These are all worthwhile reasons to start their community efforts. There is a large gap between investment and results, as many have learned through wasted resources and time. The reason for this is many follow conventional wisdom about how to build and maintain communities, and this wisdom leads them astray.

Brands 64

Brands Marketing 64

SmartKarrot

JULY 7, 2020

Source. If long-term customer retention is your dream, then product adoption is the first step towards it. Any new customer has a bit of inertia towards trying a new product. They need to pass through the initial stages of getting aware of your product, generating an interest in it, starting to use it and finally becoming habituated to it. While building a great product is the foremost step towards product adoption, it is not the only step you need.

Document 10

Document Customer Success Demo Engagement 10

Uplight

JULY 7, 2020

Uplight is proud to work with Emerson, one of our smart thermostat providers. Uplight features the Sensi thermostats on our utility Marketplaces, and they are an integral part of our demand response programs–enabling customers to save money and energy. I recently sat down with Vrinda Gaba, DERMS Partnership Manager, and Matt Leckey, Business Development Manager, Read More.

Management 59

Management Customers 59

C Space

JULY 7, 2020

The Brand Move Roundup – July 7, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

2020 52

2020 Brands Hospitality 2005 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