Mon.Oct 03, 2022

How & Why You Should Customize the NPS Follow-up Question

InMoment XI

Net Promoter Score (NPS) is a simple and highly effective way to determine the happiness of your customers. This one rating — how likely are you to recommend <company> — gives you valuable business insights from the need to fix specific issues quickly, to long-term trends.

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Clean Up Your Martech And Loyalty Tech Ecosystem

Forrester Digital Transformation

We all know that there is a big difference between working hard and working smart. And specifically for marketers, the status quo often makes working smart impossible — functional silos inhibit internal efficiencies and negatively impact the overall customer experience.

2022 83

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Being Prepared For Your Career Transitions with Maureen McCann

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Executive Career Strategist Maureen McCann on taking the right steps for your career transition.

2022 82

10 Unwritten Outbound Call Etiquettes and Best Practices

Magellan Solutions

Outbound Call Proper Etiquettes, Best Practices and More! Want to expand your customer reach ? An outbound call is a brilliant approach for firms to connect with their target audience, develop loyalty, or anticipate and meet possible client demands. Phone etiquette is one of the most crucial components of the customer experience. The phone etiquette of your representatives could be crucial for outbound call, customer retention, and engagement.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Influencer Marketing Tools for Finding and Analyzing Influencers

Brandwatch CX

Influencer marketing is the process of marketing to individuals as opposed to your target market as a whole. Brands are using influencer marketing to expand their reach and increase the likelihood of resonating with their target audience.

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More Trending

Influencer Marketing Tools for Finding and Analyzing Influencers

Brandwatch CX

Influencer marketing is the process of marketing to individuals as opposed to your target market as a whole. Brands are using influencer marketing to expand their reach and increase the likelihood of resonating with their target audience.

2022 82

How to Stand Out from Your Competitors

CSM Magazine

Standing out from your competitors as a small or medium-sized business is a tricky task. However, there are ways it can be achieved. The three most important methods for increasing your chances of standing out are as follows: 1. Offer something unique.

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Reduce time to market with Hosted Pages in Customer Data Cloud (CDC)

SAP Customer Experience

Let’s take a look at the CDC Hosted Pages and explore how they can simplify implementation of Central Login Pages and enablement of Single Sign-On (SSO) between sites. Hosted Pages allow hosting of your own pages on the CDC server. Not any pages though. The pages are intended to implement.

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10 Ways a Route Planner Can Improve Your Customer Service 

CSM Magazine

Good customer service is the lifeblood of any business. It’s what sets you apart from your competitors and keeps your customers coming back for more. And while there are many factors that go into providing good customer service, one of the most important is efficient routing.

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Building a case for feedback analytics


One of the best things you can do to improve your bottom line is listen to your customers. According to Deloitte's research, customer-centric companies are 60% more profitable. Placing customer needs at the heart of your product strategy moves you that much closer to success.

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AI software spend will double from 2021 to 2025, to reach $64 billion, and grow 50% faster than the overall software market

Forrester Digital Transformation

Across eight forecasted countries — US, China, Japan, and Europe-5 (France, Germany, Italy, Spain, the UK) — AI’s share of software spend will increase from 4.3% in 2021 to 6% in 2025.

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5 Top Customer Service Articles of the Week 10-3-2022

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Intouch Insight's 2022 Drive-Thru Study


The 2022 Annual Drive-Thru Study is here! This study was first launched 22 years ago and is the leading industry benchmark for drive-thru performance. It examines how ten of the top quick serve brands rank for key metrics like speed, accuracy, and friendliness. Restaurant Data & Reports

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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

TikTok Business vs. Creator account

Brandwatch CX

Importance of Product Feedback

Zonka Feedback

The success of a product depends on how well it is able to serve your target customers and how much they love it. Whether you make changes to your existing product or develop altogether a new product, it is crucial to listen to the customers’ opinions and better understand what they actually need.

TikTok Business vs. Creator account

Brandwatch CX

Kapta’s new QBR Software — Deliver strategic business reviews your customers value


We are excited to announce the launch of Kapta’s new Quarterly Business Review (QBR) tools. They are designed to streamline the QBR preparation process by guiding and automating routine administrative tasks.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

The Future Fit Platform Strategy

Forrester Digital Transformation

Technology leaders must prioritize and govern a limited number of platforms with the scale, innovation, and ecosystems to maximize the business impact. Architecture & Technology Strategy Business & IT Alignment CIO insights Core Tech Strategy digital business

Oct 03 – Customer Success Jobs


Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success.

ERP: Switching to Cloud-based DOPs at Your Own Pace.

Forrester Digital Transformation

ERP Vendors are pushing client organizations to replace their on-prem ERP solutions with cloud-based Digital Operations Platforms (DOP). As a result, ERP discussions are filling up the agendas of CTOs and procurement officers.

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