ShepHyken

AUGUST 21, 2020

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Over the last few months, most businesses have had the opportunity to reconsider processes, products, and people. For some, it has been a monumental and frustrating struggle, while others have been able to plan and execute deep changes that have improved adoption, sati

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Daniel Group

AUGUST 21, 2020

WELCOME TO SUCCESS STRATEGIES. Time to integrate your CX, CI, and Employee Engagement Programs. How are your CI (Continuous Improvement), Customer Experience (CX), and Employee Engagement (EE) programs stacking up? We often forget that these three programs must be integrated for success. In my recent blog, Transform Continuous Improvement for Experiences Customers Love ; I share a success story of one of our clients and how they integrate CX, CI, and EE.

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Beyond Philosophy

AUGUST 21, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

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Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide.

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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

BirdEye

AUGUST 21, 2020

As an operations leader, it’s essential that your business offers world-class customer experiences. But the very nature of customer experience is changing rapidly. Today, customers increasingly engage with businesses through digital channels. The best businesses are those that are able to offer great experience both physically and digitally. In this guide, we’ll break down the fundamentals of digital customer experience and talk about some unique ways you can optimize your digital customer journ

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BirdEye

AUGUST 21, 2020

The following post was written by a BirdEye customer. Remember, the story of Jack and the Beanstalk? It ends with Jack getting a goose that laid golden eggs. As a marketer who uses a great referrals program , I have one thing to say: Referrals are your golden goose. If you want the golden eggs, you need to be intentional in the development, execution and follow-up of your referral program.

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Myra Golden

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.

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Solvvy

AUGUST 21, 2020

The Time is Right for a Customer Support Chatbot. In 2020 it’s become more important than ever to provide your customers with fast, effective, and personalized support. Even in the face of challenges like smaller budgets, reduced agent headcount, and the move to fully-remote workforce models, customers still expect a higher level of service than ever before.

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ChurnZero

AUGUST 21, 2020

As the last week of August creeps upon us, the end-of-summer angst begins to take hold – a perennial flashback from our once dreaded back-to-school summoning. To better capture this sentiment as an adult, some say that August is like the Sunday of summer. With the “scaries” ominously lurking around the corner of September, we come to the slow yet sudden realization that another season has come and gone – and still, there remains so much to be done.

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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

CSM Magazine

AUGUST 21, 2020

Between March and April of this year, the e-commerce industry has experienced a decade worth of growth. As consumers continue to take their business online, content marketing has never been more important. While it encompasses a broad field, content marketing is a crucial part of online customer service in today’s world, and it’s quite simple when boiled down to its base components.

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Zonka Feedback

AUGUST 21, 2020

Creating a survey can be a complicated process, but with a good Survey Software , it’s easy to create and deploy interactive surveys. Conducting surveys is the need of the hour, and every industry makes use of it to understand where they stand, where they lack, what all they can do to enhance their products and services, and make their customers happy.

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CSM Magazine

AUGUST 21, 2020

The Bureau of Labor Statistics has stated that workplace violence is responsible for 2% of work-related injuries and 16% of workplace-related fatalities. This violence is often caused by robberies and disgruntled workers, but if you’re in front-line customer service chances it’s possible you’ve been threatened with violence by a customer on more than one occasion.

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Forrester's Customer Insights

AUGUST 21, 2020

Brands have been reviewing and revamping their digital commerce strategies for some time. With consumers forced online during pandemic lock downs across the globe, this focus on digital has only magnified. But digital commerce opportunities are not created equal for brands. Some brands are seeing significant growth in their direct to consumer business and grappling […].

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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

Qualtrics

AUGUST 21, 2020

Employee wellbeing is more than just physical health; your employee wellness program needs to reflect that. Take a holistic approach to wellness and reap the benefits of an engaged workforce. You wouldn’t expect results from eating healthy but not getting enough sleep and neglecting your exercise regime, so why take that siloed approach with your employee wellness program?

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Kerry Bodine

AUGUST 21, 2020

In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever. To help you drive critical customer-centric decision-making in your organization, I’m hosting two more Virtual Journey Mapping Bootcamps in 2020: October 7 & 8 . December 8 & 9. Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.

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ProProfs Chat

AUGUST 21, 2020

The contemporary business world is flooded with the dog-eat-dog corporate mentality. Entrepreneurs are always advised that to taste success, they need to be ruthless, competitive, and above all, pragmatic. Amidst all this unsentimental chaos, empathy often takes the back seat. Will the real CEO (Chief Empathy Officer) please stand up? The average entrepreneur will tell you that empathy is important.

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Forrester's Customer Insights

AUGUST 21, 2020

The obstruction of justice and misprision of a felony charges levied against Joseph Sullivan, former Uber CSO sent shockwaves through the cybersecurity community. CSO/CISOs rightfully wondered what these charges mean in terms of their own culpability for decisions made on the job. CSOs and CISOs handle sensitive data, make difficult decisions, and consider their responsibility […].

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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

NetBase

AUGUST 21, 2020

Brands that are using market research for M&A intel have an edge. How does this look exactly and why should you care? We have some telehealth insight to share that will answer these questions – and more! And we’ll do that by diving deeper into the following topics: Understanding market research. Telehealth options and the online conversations around them.

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CSM Magazine

AUGUST 21, 2020

With the ongoing process of globalization, international conferences have become a regular aspect of almost every business. But there is one obstacle that still exists despite our development. It’s called the language barrier. In your international business career, you’ve probably noticed that not every person you meet speaks fluent English. Not being able to communicate is always an annoying thing, and in the business world, communication is the key to success.

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SmartKarrot

AUGUST 21, 2020

Role: Senior Customer Success Manager Location: Newyork, US Organization: Amplitude As a Senior Customer Success Manager, you’ll work with high-growth Corporate accounts to make sure that their mid-market/commercial customers are successful in achieving their product goals. Gain a deep understanding of the business needs of your clients and create tangible, long term goals with clients.

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CSM Magazine

AUGUST 21, 2020

In today’s unprecedented times, some consumers are getting into financial difficulties. They may be considering an individual voluntary arrangement. Gordana Jovanovi? gives his opinion. An individual voluntary arrangement (IVA) is a formal agreement between consumers and creditors that can help people repay their debts at an affordable amount. IVAs are legally binding agreements that can help you resolve debts.

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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.

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