Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal.

Customer Relationships 119

Customer Relationships Customer Success Document 2021 119

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Eliminate evening and weekend hours? Limit call times to 3 minutes each? Slash the number of technicians per shift?

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

Experience Investigators by 360Connext

NOVEMBER 10, 2020

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children’s education. Families dealt with loss and illness. And leaders had to navigate all these changes as they happened, in very real-time ways.

2020 190

2020 Customer Experience Chief Customer Officer Communication 190

ShepHyken

NOVEMBER 10, 2020

Optimize Your Feedback Loop. Collecting, Responding and Reacting to Customer Feedback. Shep Hyken interviews Joshua Liebman , founder of BackLooper. They discuss strategies for collecting customer reviews and feedback and what to do with it after you collect it. Top Takeaways: First you have to get customer feedback. Next you must respond to it. Then you should do something with it—as in, use it to improve internally.

Tourism 133

Tourism Hospitality Feedback Technology 133

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Advantage Communications

NOVEMBER 10, 2020

Developing high-quality customer service and world-class customer experiences is key to retaining customers and creating a highly loyal customer base, yet the vast majority of organizations are struggling to do this successfully.

Customer Experience 98

Customer Experience Customer Base Customers Customer Service 98

Oracle

NOVEMBER 10, 2020

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we are living through, the Experience Economy. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes. Episode air date: 10/21/20.

Customer Care 78

Customer Care E Commerce Retail Brands 78

One Millimeter Mindset

NOVEMBER 10, 2020

What do you do when you discover your business priorities are not the same as your clients’ priorities? How you answer reflects the relevance of customer experience, success and client retention on your own business viability. This pandemic exerts a profound impact on our businesses, including your clients’ Yet, some of my small business clients remain reluctant to better understand who their clients really are.

Financial 97

Financial Document Leadership Presentation 97

Customercount

NOVEMBER 10, 2020

Unstructured survey questions are where resorts will find the real answers when looking at their customer experience and the latest text analytics software can help uncover the true meaning. The post The importance of text analytics for timeshare resorts appeared first on CustomerCount.

Customer Experience 98

Customer Experience Feedback Customers Management 98

Hello Customer

NOVEMBER 10, 2020

E-commerce heavily accelerated in 2020 due to the pandemic. Not only did this increase the customer expectations of ordering online, but it also ramped up the competition for online sales. If you were the only one in your market capitalizing on e-commerce, that first-mover advantage didn’t last. With digital retail moving into the spotlight, your customers are now won and lost in your online store.

E Commerce 98

E Commerce Effort Score Advertising Feedback 98

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

Customer Experience

Strikedeck

NOVEMBER 10, 2020

Vincent Manlapaz, in an interview with Petrisa Pecnick talks about why Customer Success must be at the center of culture enablement, trust, transparency, growth, and competitive advantage.

Competitive Advantage 59

Competitive Advantage Culture Customer Success Customers 59

ERDM

NOVEMBER 10, 2020

image source CMO.com. Steve Baruch is the type of executive who tends to think on the bright side – an attitude clearly put to the test given the worldwide pandemic. But he hasn’t wavered. “The ‘glass-is-half-full’ optimist in me says, ‘Here’s a global crisis – let’s use this time to identify all the things we need to do to create significant improvements in the customer experience ,” says Baruch, who is executive vice president and chief strategy and marketing officer at MSC Industrial Supply C

E Commerce 52

E Commerce B2B Net Promoter Score E-support 52

Comm100

NOVEMBER 10, 2020

If you want to offer good customer service, live chat is no longer a ‘nice to have’. Customers expect instant responses to their problems, and with real-time live chat, a company of any size can deliver. In today’s digital-first world, live chat has become the most popular digital communication channel. 46% of customers prefer live chat compared to just 29% for email.

E Commerce 52

E Commerce Automotive Healthcare Brands 52

iPerceptions

NOVEMBER 10, 2020

What do you need to launch, manage and get the most out of a Voice of the Customer program? We take a closer look. The post Your Voice of the Customer Program: Know These ABC’s of VoC Success appeared first on Astute.

Customers 62

Customers Management Voice of Customer 62

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Hello Customer

NOVEMBER 10, 2020

E-commerce heavily accelerated in 2020 due to the pandemic. Not only did this increase the customer expectations of ordering online, but it also ramped up the competition for online sales. If you were the only one in your market capitalizing on e-commerce, that first-mover advantage didn’t last. With digital retail moving into the spotlight, your customers are now won and lost in your online store.

E Commerce 59

E Commerce Effort Score Advertising Feedback 59

Team Support

NOVEMBER 10, 2020

“Customers buy products to enable and streamline their business operations. Services drive recurring revenue by helping customers to successfully adopt and apply products.”. That’s how the new whitepaper by ServiceXRG introduces the concept of how well-defined service programs and effective adoption of your product can be the keys to maximizing recurring revenue performance.

2004 59

2004 B2B Download Sales 59

LoyaltyPlus

NOVEMBER 10, 2020

We’re all very aware of the unique and unprecedented challenges airlines face today. Loyalty programs will play a pivotal role in getting passengers back onto your aircraft, agreed? But how does that fit with the need for huge cost reductions to survive? As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand.

Airlines 52

Airlines Loyalty 2007 Webinar 52

Lithium

NOVEMBER 10, 2020

In 2020, brands have adapted to shifts in everything from business practices to employee structure to customer expectations. But there’s one thing that never changes, and we’ve seen it reinforced time and time again over the course of this year: the fundamental need for human connection. We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers.

Innovation 52

Innovation Social Media Events 2020 52

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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

SMG CX

NOVEMBER 10, 2020

As we enter into a new phase of the pandemic—one of colder temperatures, a potential third wave, and the added threat of cold + flu season—businesses relying on outside service will once again have to adjust operational procedures. Industry Trends Data Science Brand Research

Customer Experience 52

Customer Experience Customers Brands 52

Kitewheel

NOVEMBER 10, 2020

How can you use data to build better customer experiences? What do changes in the world of martech mean for modern brands? Dr. Mark Smith and Dr. Neil Skilling flex their non-medical PhDs to answer these and other questions in Kitewheel’s new customer journey podcast: The Journey Doctors. In each episode, the doctors discuss topics from customer experience, data, regulations, facts about Scotland, their wealth of experience in the data-driven marketing space, and much more.

Customer Journey 52

Customer Journey Travel Customers Events 52

SmartKarrot

NOVEMBER 10, 2020

There was a time when large organizations were built solely depending upon the product-centric approaches. But as the customers have evolved, companies are slowly shifting towards a customer-centric approach. Product centric vs customer centric approach is the biggest dilemma that modern companies find themselves dealing with. These two approaches are the two sides of the same coin.

Customer Centricity 21

Customer Centricity Customer Success Customers Innovation 21

SurveyGizmo

NOVEMBER 10, 2020

Peter Gibb is a consultant, teacher, and author of two books – Count on Spot , and King of Doubt. His forthcoming book, Mindful Conversation: How to talk to anybody about just about anything takes advantage of his Alchemer Professional license and the new Alchemer Survey Audiences self-service panels. “I was working as an organizational development consultant, helping people in large companies learn how to talk to each other because people didn’t know how to connect,” said Peter.

Books 93

Books Consulting Events Feedback 93

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

SmartKarrot

NOVEMBER 10, 2020

Role: VP, Customer Success Location: Pasadena, CA, US Organization: Bluebeam, Inc. As a VP of Customer Success, you will define and implement strategies to improve customer experience and efficiently scale the team to address the needs of a growing and diverse customer base in order to minimize customer churn. Lead a current team of Technical Support Specialists, Professional Services, and Customer Training staff to maximize our customer’s ROI from Bluebeam solutions while evolving and building

Customer Success 10

Customer Success Government ROI Customers 10

Bizagi

NOVEMBER 10, 2020

Businesses, workforces and processes have been disrupted by the pandemic at an unprecedented rate and scale. In many ways, this has accelerated the evolution of services in areas that were already changing. We all knew that the days of paper documentation and wet signatures being used in business processes were ending, but many were limping on when suddenly it’s become more urgent than ever to escape that way of working.

Document 67

Document 2020 Roadmap Government 67

Magellan Solutions

NOVEMBER 10, 2020

Do you need a helping hand in your legal practice? If so, legal process outsourcing (LPO) is your best bet. When choosing an LPO provider, you’d see that there are good options around the world. But the safety considerations may hold you back. People who outsource LPO all ask the same thing: Is it safe at all to offshore legal services? And how is it different from local outsourcing?

Call Center 59

Call Center Communication Information Marketing 59

Maru Group

NOVEMBER 10, 2020

The media and sports worlds have been in a tumult, with people cutting cables, switching to streaming, puzzling over bundling, and being confused by what is linear and what is not. It has been chaos. And then COVID-19 hit. Entertainment industry production halted, movie theaters shuttered, and sports stopped. Then sports restarted and largely ended up limping off the field.

Sports 55

Sports Entertainment Telecommunications Insights 55

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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