Tue.Jan 03, 2023

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Survey Design – Best Practices

Lumoa

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well! Here we’ll discuss some best practices for designing effective surveys – everything from creating questions that elicit actionable responses, to logic-

Metrics 157
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Discovering What Your Customers Truly Value

ClientSuccess

Value Vectors by Vecteezy. As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Learn more about the power of building trust with your clients in this webinar.

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Amazing Business Radio: Janelle Barlow

ShepHyken

A Complaint is a Gift . Moving Customer Complaints from Frustration to Satisfaction. Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.

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6 New Year’s Resolutions for Great B2C Marketing

Optimove

Hello, 2023! 2022 has been a whirlwind of a year for both B2B and B2C brands out there. Large, medium, and small enterprises included. As we step into the new year, opportunities for growth and success arise as companies approach what is expected to be a challenging year. Here are some best practices for B2C brands to take their marketing to the next level this year.

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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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12 Customer Service Challenges and How to Address Them

Advantage Communications

Customer service is an integral part of any business and keeping customers happy is essential for success. Professional customer service staff are able to ensure customer satisfaction and loyalty. However, not all customer service challenges can be solved easily. Here are 12 common customer service challenges and how your business can address them, enhancing the overall customer experience.

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Customer Service: 5 Ways of Using Social Media for Customer Support

Helpware

Social media is a powerful tool that has become integrated into consumers’ daily lives. Nearly 59 percent of the global population uses social media platforms, with the average user spending roughly two hours of their day browsing through their social media accounts. Users utilize their respective platforms to communicate with their peers, research brands and browse new products and services.

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Teaching English as Your Side Hustle

CSM Magazine

Teaching a language is one of the most incredible jobs you can have: it can help you understand local traditions and ways of life, not to mention the honour of getting an insight into an entire culture, wherever you choose to look for a job. By teaching English to either children or adults as your side hustle, you could be making money while exploring literally anywhere in the world!

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Jan 03 – Customer Success Jobs 

SmartKarrot

Role: Sr. Director of Customer Success Location: Remote, United States Organization: ABC Fitness Solutions As a Sr. Director of Customer Success, you will build a world-class Customer Success team. Hire, lead, manage and mentor Onboarding and implementation Success teams within the Customer Success organization. Manage a direct team of 2 people and be a leader, mentor, and coach.

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Research Fronts 2022 highlights hot and emerging fields, including vaccine hesitancy, ‘mega-fires’ and asteroids [Report]

Clarivate

To highlight fast-moving and emerging specialty areas of science, Clarivate has once again partnered with the Chinese Academy of Science (CAS) on a special report on the hottest fields in science, including data on the regions and institutions producing the work. The latest annual edition, Research Fronts 2022, marks the 9th collaboration between Clarivate and the CAS.

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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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Content Development for Websites [Examples]

DemandJump

Think about the last time you were on a company’s website. What brought you there? Were you looking for general information about a topic? Researching how a specific company stacks up against its competitors? Maybe you were just looking for customer support options, product documentation, or something else entirely.

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Rule #0: Meet Contractors Where They Are

Uplight

Electrification. Demand management. Renewable energy. The future (and opportunity space) is bright! As consumers, we’re buying electric vehicles and enrolling thermostats (and even water heaters) in demand response programs. Well, with a little help, of course… from contractors. Consider direct install programs. As utilities and implementers, we can promote these programs, but our reach stops Read More.

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Why Small and Medium Businesses Benefit from Outsourcing IT

CSM Magazine

Today, businesses around the world, of every industry and size, are relying more and more on technology. Software programs are now available for a wide range of different business processes, such as customer relationship management, advertising, payment processing, search engine optimisation, social media marketing, and much more. For many companies today, having an active online presence is one of the most essential factors when it comes to business success.

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Account Management Is a Team Sport | Key Account Management

Kapta Customer Success

Account managers can’t succeed by flying solo. Customer retention and growth is a team sport that doesn’t work when done in isolation. Trying to do it alone is a losing proposition that keeps you stuck in vendor status in the eyes of the customer. Working as a team enables you to be more strategic and become a trusted advisor to your accounts.

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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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How to show that sales is not the only path to revenue growth

ChurnZero

This is a guest article by Ali Cudby , co-founder and CEO, CXology , an e-learning platform and community that provides training, resources and peer-to-peer conversations. Customer Success is not a cost center. So why do companies see it that way more often than not? Here’s the usual story: Company prides itself on being “sales driven.” The sales team is credited for winning revenue, while the Customer Success team is expected to retain the revenue.

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Are You Ready For Collaboration By Design?

Forrester's Customer Insights

In survey after survey, leaders say how important collaboration is to organizational success. And it should be even more so now, given the general economic and specific industry changes we are all facing. But knowing collaboration is important isn’t the same as knowing how to collaborate. Human Collaboration Requires A Human Approach You already hear […].

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CX Suffered in 2022, but Alchemer Predicts Software Could Help Make the Difference in 2023

SurveyGizmo

New collaboration opportunities across departments will help improve CX in 2023. 2022 was a difficult year for customer experience (CX). Forrester reports that “US companies have lost the vital focus on customers that they gained at the beginning of the pandemic in 2020.” And consumers felt it. But there is little need for CX doom and gloom. In fact, we predict that 2023 will be a boom year for CX with companies coming together in new ways to solve problems.

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