CSM Magazine

OCTOBER 7, 2020

Innovation is seen as key to improving the customer experience. Businesses strive to provide clients with the latest technology as a way to differentiate their services. According to research by PwC , firms should reconsider their priorities. Researchers found that poor customer service is one of the leading reasons that consumers break ties. 70% of consumers would leave a company that provided bad customer service.

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Customer Service Net Promoter Score Touchpoint Poor Customer Service 52

ShepHyken

OCTOBER 7, 2020

One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there. He was waiting for the package, which contained medicine that was temperature-sensitive. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice.

Customer Service Training 163

Customer Service Training Definition Customers Customer Service 163

Chadwick Martin Bailey

OCTOBER 7, 2020

By most measures 2020 has been a sharp stick in the eye. But Millennials and Gen Zers have had it especially rough– in fact, they’ve experienced economic, environmental, and political upheaval for most of their lives. Many have never known a time when the United States was not at war with someone. They arrived to the party with a certain baseline of anxiety and fear shaped by the world and personal events throughout their formative years.

Financial 98

Financial Touchpoint Brands 2020 98

C3Centricity

OCTOBER 7, 2020

Ever wonder how to get more people talking about your business? It’s simple. Offer them incredible products and services that solve their problems and fulfil their needs and desires. Then when you have converted them into customers, continue to keep them satisfied and give them something to talk about by surprising them too. Sounds easy, doesn’t it?

Marketing 77

Marketing NPS Net Promoter Score Brands 77

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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

ChurnZero

OCTOBER 7, 2020

This is a guest blog post by Kristen Hayer, CEO & Founder of The Success League. . 2020 has been, to be polite, an interesting year. Sadly, between the COVID-19 pandemic, global economic instability, and political challenges, accurately planning for 2021 is tough. Yet, as CS leaders we still need to plan for the coming year. I’ve shared our checklist for 2021 planning , but there are some other tactics you can use to plan for various scenarios that may come into play next year.

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2021 Events Customer Success 2020 97

SurveySparrow

OCTOBER 7, 2020

Even after you have converted a lead into a customer, you do not get to slack one bit. Now is the time for you to validate your new customer’s purchasing decision by welcoming them with a brilliant onboarding process. Your customer is usually clueless about how to use your product. The onboarding process helps them understand how your product works and how it can benefit their business specifically.

2020 59

2020 Touchpoint Multi-Channel Customers 59

Opinionator

OCTOBER 7, 2020

12 Rules For Getting Actionable Customer Feedback. Rules for getting actionable customer feedback are straightforward to follow. This actionable feedback is essential to a successful business. After all, it is the business’ responsibility to ensure that they know how they are delivering on the needs of their customers. Failure to do so means defecting customers, embarrassing social media and dwindling revenue.

Feedback 52

Feedback Social Media Document Customers 52

Wootric

OCTOBER 7, 2020

Wootric, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a High Performer in the G2 Crowd Grid Report for Experience Management for Fall 2020. Wootric also outperforms the category on all satisfaction measures including ease of use. Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

Kitewheel

OCTOBER 7, 2020

The COVID-19 pandemic has forced many industries to become more digital. The banking industry was no exception, and mobile app usage grew 40% in Q2 2020 alone. Yet this trend isn’t new. Mobile banking was already in play long before the disease shut down branches. In some brands, Mobile banking adoption is already is the norm. For example, Bank of America’s mobile banking app is used by 70 percent of its consumer account holders.

Customer Confidence 52

Customer Confidence Banking Call Center Customer Journey 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

SaleMove

OCTOBER 7, 2020

Today’s contact center managers focus primarily on agent performance and customer service level metrics, and using those metrics to drive staffing, training and technology investment decisions. As consumer expectations around service rise and customer experience becomes a competitive differentiator, the contact center is changing from a cost center to a key strategic asset.

Contact Center 52

Contact Center Management Metrics Blog 52

The DiJulius Group

OCTOBER 7, 2020

Week 1 Recap of The 2020 Customer Service Revolution With over 1,400 leaders from all over the world tuning in, Week 1 was a fantastic kickoff to the 2020 Customer Service Revolution. The presenters all shared how we need to Reimagine in order to Revolutionize. Here were just a few of the dozens and dozens. Read Full Article. The post How to Reimagine…Revolutionize Week 1 appeared first on The DiJulius Group.

2020 52

2020 Presentation Article Customer Service 52

SaleMove

OCTOBER 7, 2020

Today’s contact center managers focus primarily on agent performance and customer service level metrics, and using those metrics to drive staffing, training and technology investment decisions. . As consumer expectations around service rise and customer experience becomes a competitive differentiator, the contact center is changing from a cost center to a key strategic asset.

Contact Center 52

Contact Center Management Metrics Technology 52

SurveySparrow

OCTOBER 7, 2020

Engaged employees are productive hard workers who are positive and passionate about their organization. They not only value their organizational culture but also provide value to the customers. After all, happy employees equal happy customers right! Which is why we’ve carefully curated this blog that stresses on how important employee satisfaction around the workplace and how employee engagement survey questions help you in the long run.

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Engagement Net Promoter Score Culture Employee Experience 59

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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

Optimove

OCTOBER 7, 2020

Back in March, Optimove published a blog post with tips for gaming operators based on an early analysis of gaming trends amid the outbreak of COVID-19. These tips weren’t only lip service; they were actually put to work when Optimove’s Professional Services team partnered with Central European betting operator, Fortuna Entertainment Group. The joint effort led Fortuna Entertainment Group to mitigate the impact that COVID-19 had on its sports betting players and to more than double the likelihood

Entertainment 59

Entertainment Sports 2020 Reference 59

Confirmit

OCTOBER 7, 2020

Late last month, Confirmit kicked off the last few months of the year with our first ever, customer-only Toast and Talk event. What is a Toast and Talk, you ask? It’s only the greatest virtual networking and happy hour event, focused on topics relevant to our clients in customer experience and Market Research. And for those that wanted to make it a true happy hour we mailed them kits to make margaritas at home.

Insurance 52

Insurance Events Financial Consulting 52

PK

OCTOBER 7, 2020

In the past decade, DTC brands have shaken up the rules of traditional retail—and to say DTC is continuing to gain momentum is nothing short of a gross understatement. Simply […]. The post The case for DTC brands appeared first on PK.

Brands 52

Brands Retail Consumers Article 52

GetFeedback

OCTOBER 7, 2020

Customer Journey Mapping 273

Customer Journey Mapping Customer Journey Customers 273

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

OCTOBER 7, 2020

Source: Pexels. Often the two terms, consumer vs customer are interchangeably used in the common context. In simple vocabulary, a consumer is someone who consumes a product. Similarly, a customer is the one who buys or purchases a product. Despite the exact definitions, both the terms are deemed essential in the economic ideology of consumerism. So, what is the difference between a consumer and a customer?

Consumers 21

Consumers Definition Transportation Customers 21

Opinionator

OCTOBER 7, 2020

Actionable Customer Feedback that Delivers an ROI. Rules for getting actionable customer feedback are straightforward and vital to follow. Actionable customer feedback is essential to a successful business. It is the business’ responsibility to ensure that know how they are performing and what the customer thinks. Failure to do so means defecting customers and dwindling revenue.

Feedback 90

Feedback Customers ROI Document 90

SmartKarrot

OCTOBER 7, 2020

With the evolution of online sales and services offered by modern companies, knowing about customer experience has become increasingly difficult. The experience you give to your customer shapes their perception towards your brand. A satisfied customer may not be a loyal one. Hence, you need to understand the key elements of customer satisfaction vs customer loyalty to make it work in your favour.

Customer Satisfaction 10

Customer Satisfaction Loyalty Net Promoter Score Measurement 10

Forrester's Customer Insights

OCTOBER 7, 2020

B2B organizations are increasingly striving to develop a value-based approach to pricing software-as-a-service and subscription offerings, assuming all customers are looking for the same value because they share a requirement for the same type of offering. But every customer has a different idea of what price is “just right.”.

B2B 65

B2B Customers Management 65

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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

SmartKarrot

OCTOBER 7, 2020

The thriving SaaS industry has its own share of vulnerabilities and perks. Business models are rapidly expanding, and these changes are reflecting on bigger priorities. Hence, the dynamic nature of SaaS has taken two routes, namely vertical SaaS vs horizontal SaaS. . But what is the difference and how does each of these wings function when it comes to the software solutions?

Definition 10

Definition 2023 Insurance Customer Success 10

Customercount

OCTOBER 7, 2020

In his latest vlog, Bob Kobek explains the importance of metrics such as the NPS and CES in contact centers to improve accountability. The post Bob Kobek Vlog 3 – Contact Centers appeared first on CustomerCount.

Contact Center 52

Contact Center NPS Metrics Call Center 52

Opinionator

OCTOBER 7, 2020

Customer Feedback that Delivers an ROI. Customer feedback is essential to a successful business. It is the business’responsibility to ensure that know how they are performing and what the customer thinks. Failure to do so means defecting customers and dwindling revenue. More importantly, the feedback has to be actionable – leading to an improvement operational standards and connection with the unhappy customer.

Feedback 52

Feedback Customers ROI Management 52

SmartKarrot

OCTOBER 7, 2020

If you are running a SaaS organization and haven’t started your customer success program yet, then the best time to do it is now. Customer success is becoming the backbone of any SaaS organization. And most of the new companies are in a state of setting up this function successfully in their organization. There is a lot of learning and experiments going around in customer success.

Customer Success 10

Customer Success Roadmap Net Promoter Score Chief Customer Officer 10

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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