ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer s

Culture 105

Culture Customer Service Poor Customer Service Leadership 105

Playvox

SEPTEMBER 14, 2022

Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. The rise in conversational commerce — chat interactions on a variety of platforms with customers before, during, and after a sale — is creating even more data to analyze and track.

2022 79

2022 Social Media Contact Center Feedback 79

One Millimeter Mindset

SEPTEMBER 14, 2022

When you upgrade professionally, what are your continued expectations about the impact of your achievements? During the past few years, many of you upgraded professionally. The convenience of earning online certifications, without all the hassle and expense of travel and living costs to attend in person, was appealing. Many of you took the plunge. In fact, some of you became professional certification over-achievers, taking great pride in announcing your accomplishments nearly daily on LinkedIn.

Innovation 84

Innovation Social Media Consulting Travel 84

SurveySparrow

SEPTEMBER 14, 2022

Planning a birthday, anniversary, conference, or any stunning event? And you wish for it to be a grand success? Then, ensuring all guests’ RSVPs are crucial. RSVP form gives event organizers the idea of how many people are attending the event leading to more complete preparedness. Like all online form builders, Google Forms also comes with RSVP templates that are completely free for use.

Events 52

Events Social Media NPS Demo 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

SAP Customer Experience

SEPTEMBER 14, 2022

What do a vegan food manufacturer, a Formula-1 racing team, and a provider of on-demand custom printing solutions have in common? They’re all current SAP customers. And more specifically they’re all undergoing an enterprise-spanning digital transformation, running in the cloud. As the market leader in enterprise application software, SAP’s achievements.

Customers 61

Customers Marketing Customer Experience 61

Comm100

SEPTEMBER 14, 2022

It’s a time of change in higher education. Since the beginning of the pandemic, undergraduate enrollment has dropped by 9.4% across the United States. With a smaller pool of students to draw from, many colleges and universities are struggling to engage with and attract students to their school. Record low acceptance rates at Ivy League universities indicate that top schools are seeing increased applicants, but clearly this trend isn’t shared across the board.

2023 52

2023 Social Media Omnichannel Connections 52

Forrester's Customer Insights

SEPTEMBER 14, 2022

Loyalty programs, rife with first-party data, are seemingly a salve to the challenges posed by the forces of data deprecation. But even loyalty marketers struggle to effectively collect and use data. Whether it be a lack of respect for customer privacy, datasets saturated with useless information, or an inability to make customer insights actionable, loyalty […].

Loyalty 26

Loyalty Marketing Loyalty Programs Customer Insights 26

Thematic

SEPTEMBER 14, 2022

There’s a reason product discovery is emphasized time and again by experts in product management processes. When executed well, it guides product development teams to find the right problems to solve for their customers. Product discovery also ensures that teams avoid wasting time and company resources attempting to serve the wrong customers, solve the wrong issues, or build the wrong solutions.

Net Promoter Score 62

Net Promoter Score User Experience Feedback Social Media 62

Zonka Feedback

SEPTEMBER 14, 2022

Answer a simple question. How many times did you open your phone today? Maybe someone tagged you in a group photo on Instagram, maybe you wanted to make an online payment, perhaps you got a text from your mom asking you if you had lunch, or maybe for no reason at all.

Feedback 70

Feedback Management 70

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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

dscout People Nerds

SEPTEMBER 14, 2022

ReOps expert Holly Cole sees how the term ‘operations’ changes the game. But those long doing it under a different name deserve the same compensation.

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Lithium

SEPTEMBER 14, 2022

The digital world is no stranger to crisis. It started with the.com bubble, Y2K, and any number of brand social faux pas. What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. In an age when everyone can be a video journalist or digital columnist, a brand’s simple mistake can end up costing hundreds of thousands, if not millions of dollars.

Airlines 52

Airlines NPS Customer Care 2021 52

Merkle

SEPTEMBER 14, 2022

This is part of a series of blog posts about the Merkle Connected CX Cloud, and how this solution addresses the key use cases and most critical challenges our clients face in achieving a robust ROI from their CX technologies, practices, and strategies. Check out part one and two.

ROI 52

ROI Blog Connections Technology 52

ReviewTrackers

SEPTEMBER 14, 2022

Brands 117

Brands Marketing 117

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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

SmartKarrot

SEPTEMBER 14, 2022

SaaS products are expensive! And this is a key reason why their sales can be so difficult. But SaaS companies across the globe advertise offers and price discounts to draw the attention of customers and push sales. There is no doubt about the fact that SaaS products are expensive. This could be credited to the high value they offer, the high production costs, or even the investment of resources.

Sales 10

Sales B2B Advertising Loyalty 10

Brandwatch CX

SEPTEMBER 14, 2022

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Zonka Feedback

SEPTEMBER 14, 2022

Answer a simple question. How many times did you open your phone today? Maybe someone tagged you in a group photo on Instagram, maybe you wanted to make an online payment, perhaps you got a text from your mom asking you if you had lunch, or maybe for no reason at all.

Feedback 40

Feedback Management 40

West Monroe

SEPTEMBER 14, 2022

“Digital” is such a ubiquitous element of our daily lives—so much so that it’s difficult to remember how revolutionary digital modes of connecting with people, analyzing and sharing information, managing life and work, and creating experiences really are. The healthcare industry provides a stark reminder of both sides of that transformation, where monolithic operating models and outdated tools and systems persist alongside some of the latest technologies and most nimble p

Healthcare 52

Healthcare Document Insurance Innovation 52

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

Forrester's Customer Insights

SEPTEMBER 14, 2022

Whether easing the barriers to launching a business or telling jokes, artificial intelligence has proven its ability to make an impact in a variety of spaces, but many companies aren’t taking full advantage of the benefits it has to offer. A major factor standing between AI and impact is a lack of trust.

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SmartKarrot

SEPTEMBER 14, 2022

Role: Director of Client Success Location: Pasadena, TX, US Organization: Pinnacle As a Director of Client Success, you will set the overall vision and strategic plan for the Client Success department, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.

Customer Success 3

Customer Success Document Customer Satisfaction Customers 3

Forrester's Customer Insights

SEPTEMBER 14, 2022

I’m not generally known for my prowess in do-it-yourself, or DIY. When anything needs fixing, putting together and certainly constructing from scratch, I prefer to leave it to people who know what they’re doing. The reasons for this are primarily time, inclination and disposition, together with the knowledge that other people tend to be better […].

Customers 26

Customers Government B2B Technology 26

Comm100

SEPTEMBER 14, 2022

Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software. From live chat and chatbots to social media and SMS, Comm100 Omnichannel integrates every key channel into one platform so customers can connect how they want, and companies can deliver efficient, cost-effective support.

Omnichannel 72

Omnichannel Social Media Communication Connections 72

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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

SurveySparrow

SEPTEMBER 14, 2022

Podium started as a fantastic Reputation Management software for organizations of all sizes. They pioneered the high-touch digital interaction management for companies to manage their online reputation from a single platform positively. These days are long gone now. Podium is still a good tool, but not good enough to stop people from looking at its alternatives.

Management 52

Management Social Media Multi-Channel 2022 52

Blueshift

SEPTEMBER 14, 2022

What does a modern marketer look like? Is she a creative storyteller who crafts engaging arcs in everything from emails, ads, podcasts, and TikTok shorts? Or a data analyst who pores over dashboards for insights? Is she a business collaborator bringing together the functions that interact with customers – all for the greater good of delivering exceptional customer experience?

Marketing 52

Marketing Engagement 2022 Omnichannel 52

Gainsight

SEPTEMBER 14, 2022

SaaS businesses everywhere are recognizing the power of Community and launching plans to implement a community strategy as part of their customer-facing operations. And luckily, the narrative at Pulse 2022 was no exception! For the first time ever, we had a dedicated Community track at Pulse. We’ve seen the results of customer success (CS) powered by Community initiatives and knew it was important to highlight.

2022 52

2022 Metrics Customer Success Roadmap 52

Forrester's Customer Insights

SEPTEMBER 14, 2022

“Sometimes a personalized experience is nice, but when it is done too often, it loses the ‘special’ aspect. If the personalized experience involves a discount or rebate, then I definitely want to know about it. If it involves something like a Coke bottle with my name on it, I really don’t care. And I get […].

Consumers 5

Consumers Definition B2C Marketing 5

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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