InMoment XI

AUGUST 22, 2022

It turns out that your greatest asset in your efforts to create an excellent customer experience (CX) can actually be one of your greatest costs. What are we talking about? Your employees, of course! And, more specifically, employee churn. Employees make or break the customer experience, and if they are not satisfied in their position, they can cost you money by negatively impacting customer experiences—or by packing up their bags and going elsewhere.

Employee Experience 260

Employee Experience Call Center Engagement Sales 260

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. From a market research perspective, this approach makes sense—it’s statistically accurate, high-level, and shows trending data. However, many customers today often feel less than satisfied with this “open-loop system.” They expect that if they take the time to provide personal feedback, the company should take the time to provide personal follow-up.

Feedback 71

Feedback Net Promoter Score Customer Journey Customer Satisfaction 71

Advantage Communications

AUGUST 22, 2022

Measuring your customer service with metrics is an important part of understanding how effective your customer experience strategy is. Customer experience metrics will tell you how well your CX strategy is working and help your business identify opportunities for improvement.

Metrics 59

Metrics Customer Experience Customers Measurement 59

West Monroe

AUGUST 22, 2022

Patients have historically had little to no visibility into the cost of healthcare services prior to those services being rendered. A common justification for this lack of transparency? Simply that the matter is complex. There are myriad factors to consider when determining costs, making it difficult—if not impossible—to provide reasonable estimates beforehand or easily comprehendible itemizations afterward.

Insurance 52

Insurance Healthcare Retail Consumers 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

MyCustomer

AUGUST 22, 2022

Engagement Time running out to enter CX Leader of the Year!

2022 91

2022 Engagement 91

CSM Magazine

AUGUST 22, 2022

Downtimes can affect your business in many ways, including reduced productivity, customer frustrations, and lost work hours, making incident management a critical part of any business. That’s why a proper incident management plan must have a way of tracking its effectiveness. This guide offers a guide on critical incident management your organization should track and other critical metrics for ITIL.

Metrics 52

Metrics Management Reference Measurement 52

SAP Customer Experience

AUGUST 22, 2022

Recurring revenue is vital to an SAP partner’s business. With more customers moving to the cloud and opting for solutions delivered via the Software as a Service (SaaS) model, monthly recurring revenue and customer lifetime value (CLTV) are two of the most important metrics you need to monitor to keep.

Metrics 57

Metrics Customers Customer Experience 57

Forrester's Customer Insights

AUGUST 22, 2022

Volatility will complicate planning for the coming year, but an intentional approach to investments and cuts will help businesses succeed.

2023 49

2023 Sales Insights Marketing 49

SmartKarrot

AUGUST 22, 2022

Role: VP of Customer Success Location: Remote, United States Organization: Talentify.io As a VP of Customer Success, you will set the vision and strategic plan for the Technical Account Management and Customer Engineering functions, focusing on increasing product adoption, leading an exceptional customer experience, and driving growth. Hire and mentor a team focused on driving business value to the customers.

Customer Success 19

Customer Success Sales Metrics Customers 19

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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

Solvvy

AUGUST 22, 2022

As customer expectations increase, implementing artificial intelligence (AI) customer service is becoming more important to business growth strategies. . Customer service is often the face of your company. Your team must embody everything you want your customers to know about your brand, from expertise and quality to how much you care about your customers and want to make your products or services easy for them to use. .

Customer Service 89

Customer Service Innovation E-support Net Promoter Score 89

SmartKarrot

AUGUST 22, 2022

Do you want to know what your customers are thinking? What is their experience surrounding your brand like? Have you ever questioned why one customer is leaving but another is staying? The Voice of the Customer (VoC) answers all of these questions. VOC is your customers’ idea of how well you are doing as a company and a key to long-term repeat customers.

Definition 10

Definition Social Media Banking E Commerce 10

DemandJump

AUGUST 22, 2022

Pillar-Based Marketing (PBM) is taking the marketing world by storm. What is PBM? It’s a marketing strategy that aims to push your website to page one of Google through a web of content you create.

Marketing 52

Marketing 52

The DiJulius Group

AUGUST 22, 2022

While it seems no industry has dodged The Great Resignation, it is safe to say the current companies that cannot function without onsite employees have been the most strongly affected. Restaurants, hotels, doctor’s offices, retail, and fitness clubs all became less attractive to employees because working from home (WFH) was not an option. Yet some. Read Full Article.

Hotels 52

Hotels Retail Article 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

Zonka Feedback

AUGUST 22, 2022

Customer feedback has emerged as a key driver of long-term growth. Today's businesses seize any opportunity to speak with or learn about their customers. Businesses spend millions of dollars establishing feedback channels such as reviews, feedback tools , emails, feedback surveys, and website analytics.

Feedback 52

Feedback Customers Management 52

Kapta Customer Success

AUGUST 22, 2022

Top-performing key account managers (KAMs) are 2.5 times more likely to have an established effective account planning process.

Management 52

Management 52

Grade.us

AUGUST 22, 2022

Reading Time: 8 minutes. Reviews generate revenue. That’s the story, right? We know negative reviews can destroy a business, but what about the opposite end of things? Can reviews really generate revenue for your business? Or is it the kind of thing where marketers say that then they use analytics to justify their claim afterward? As you’ll soon see, there are simple strategies and tactics that, when used well, produce cash flow for your business.

Advertising 51

Advertising Document Feedback Insurance 51

Forrester's Customer Insights

AUGUST 22, 2022

The trend toward automation is not new. The Industrial revolution started it in 19th century but there has never been such rapid automation progress. All forms accelerated often without understanding their effect. Humans became choke points in operations, points of disease and legal liability, and friction to smooth digital pathways. The pandemic became the tipping […].

Innovation 26

Innovation Technology Management Customers 26

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

SurveySparrow

AUGUST 22, 2022

A tool to transform feedback into insights to deliver an experience that customers want to share. If we had to define what Birdeye does, we’d use this line (and we did!). An excellent reputation management software built for customer-driven marketing. That’s what Birdeye is. But is it a bed of roses? Like every tool out there, Birdeye comes with its set of flaws.

2022 52

2022 Social Media Demo ROI 52

Forrester's Customer Insights

AUGUST 22, 2022

CIOs must approach their 2023 planning and budgeting period with a growth mindset. Get three takeaways from Forrester's 2023 Planning Guide for technology executives.

2023 26

2023 Technology Innovation Insights 26

Currency Alliance

AUGUST 22, 2022

The Points Bank in a loyalty program is the module of software that keeps track of all transactions related to issuing, redeeming, or exchanging points among loyalty program members, partners and other stakeholders. This module maintains the ledgers so that all the transactions, a customer’s points balance, and the outstanding liability of the loyalty program are properly recorded and reported.

Banking 52

Banking Loyalty Loyalty Programs Airlines 52

Forrester's Customer Insights

AUGUST 22, 2022

Learn where you should increase or decrease your technology investments for 2023 with Forrester’s new Planning Guide for technology architecture and delivery.

2023 26

2023 Technology Customers 26

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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

Uplight

AUGUST 22, 2022

Today I talked to Betty Leicht, Software Engineering Manager, and a member of the Moms at Uplight and Military Connection Employee Resource Groups (ERGs) about her maternity leave. The purpose of Uplight’s ERGs is to establish a community of people of common identities, experiences, or similar backgrounds to provide those individuals a space for safety Read More.

Connections 12

Connections Management 12

Forrester's Customer Insights

AUGUST 22, 2022

To succeed with digital business in 2023, invest and innovate judiciously by doubling down on customers’ pressing needs.

2023 26

2023 Innovation Customers 26

Education Services Group

AUGUST 22, 2022

I spend a lot of time thinking about what makes exceptional stand out amidst a sea of great. What is it about those who cut through the noise? I find myself circling back to one aspect time and time again. Little moments. Small but impactful inflection points. Today, many companies have these planned touchpoints scattered throughout their customer journeys, but again, we are talking about the exceptional.

Sales 52

Sales Touchpoint Customer Journey E-support 52

Forrester's Customer Insights

AUGUST 22, 2022

Which security technologies should be getting the investment in 2023 and which ones should you be scaling back on? Find out in Forrester's Planning Guide 2023: Security & Risk.

2023 20

2023 Technology Management Customers 20

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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