InMoment XI

OCTOBER 3, 2022

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. But what about the NPS follow-up question? That’s where the more actionable insight comes from, because the customer is able to explain the “why” behind their rating with an open-text answer that gives you the good,

NPS 260

NPS Net Promoter Score Social Media Feedback 260

ChurnZero

OCTOBER 3, 2022

Are Customer Experience and Customer Success really the same? If not, what are the differences that set them apart? Perhaps, more importantly, how can businesses leverage both of these practices to improve customer retention and reduce churn?

Customer Success 130

Customer Success Customer Retention Customers Customer Experience 130

Magellan Solutions

OCTOBER 3, 2022

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.

Call Center 75

Call Center Consumers Call Recording Poor Customer Service 75

Russel Lolacher

OCTOBER 3, 2022

In this episode of Relationships at Work, Russel chats with Executive Career Strategist Maureen McCann on taking the right steps for your career transition. A few reasons she is awesome – She’s the owner of Promotion Career Solutions, an 11x Canadian Certified Career & Job Search Strategist, 15x award-winning executive resume writer, an instructor and Senior Board Member at Career Professionals of Canada, as part of their Career Development Certification program, published career resea

Culture 98

Culture Employee Experience Connections Brands 98

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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

Brandwatch CX

OCTOBER 3, 2022

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. For example, a food brand might target influential food bloggers in a hope that they will write or Tweet about their products and promotions.

Marketing 88

Marketing Social Media 2008 Metrics 88

Forrester's Customer Insights

OCTOBER 3, 2022

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. Some of today’s biggest marketing silos are technology-based — different platforms for different functions.

Loyalty 49

Loyalty Technology Marketing Customer Experience 49

CSM Magazine

OCTOBER 3, 2022

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. The best way to stand head and shoulders above the rest is to offer something that can’t easily be found anywhere else.

Social Media 52

Social Media Insurance 2021 Loyalty 52

Perkville

OCTOBER 3, 2022

The data from your loyalty program can be used to enrich your email marketing campaigns and make them more effective. Here's how.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing 52

CSM Magazine

OCTOBER 3, 2022

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. Route planning software can save your company time and money, while also ensuring that your customers are happy.

Customer Service 52

Customer Service Fashion Customers Travel 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

ShepHyken

OCTOBER 3, 2022

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. Customer Experience Statistics: 7 Formulas You Need to Know by Brianna Langley. (CMSWire) As a customer experience professional, do you have to be a trained statistician?

Article 13

Article 2022 Customer Service Retail 13

IntouchInsight

OCTOBER 3, 2022

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.

2022 62

2022 Insights Metrics Brands 62

Zonka Feedback

OCTOBER 3, 2022

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.

Feedback 52

Feedback Customers Management 52

Kapta Customer Success

OCTOBER 3, 2022

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. This frees Key Account Managers (KAMs) and their managers to focus on strategically preparing for these essential meetings.

Management 52

Management Customers 52

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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

Forrester's Customer Insights

OCTOBER 3, 2022

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. AI’s software growth is driven by: AI-infused software, that uses AI to increase its market attractiveness, although the software can still work without […].

2025 49

2025 2021 Marketing Insights 49

Brandwatch CX

OCTOBER 3, 2022

90

90

Forrester's Customer Insights

OCTOBER 3, 2022

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. The increasing number of inquiries we at Forrester receive is a clear signal that the market is moving and the answers are […].

Marketing 26

Marketing Technology Management 26

SmartKarrot

OCTOBER 3, 2022

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. Develop and demonstrate deep knowledge of their platform and the business processes surrounding retail in-store execution.

Customer Success 19

Customer Success Seminar Social Media Consulting 19

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

OCTOBER 3, 2022

Technology leaders must prioritize and govern a limited number of platforms with the scale, innovation, and ecosystems to maximize the business impact.

Government 26

Government Innovation Technology Insights 26

SAP Customer Experience

OCTOBER 3, 2022

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.

Marketing 83

Marketing Customers Customer Experience 83