Wed.Jan 19, 2022

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A Small but Powerful Surprise

ShepHyken

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business? I receive surprise appreciation gifts from clients. I’m enjoying a box of chocolates a client sent as I create this post.

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Did The Virtual Customer Retention Dog Eat Your Client Base Homework?

One Millimeter Mindset

Surprised to enter 2022 digging yourself out of a huge 2021 customer defection hole? It just could be you left your entire client retention strategy up to the virtual customer retention dog. What excuses do you make to your managers about your less-than-stellar rate of customer retention? Consider that customers who defect have an entirely different story to share.

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Is This The Future? Great Practical Examples of the Beginning of the Metaverse

Beyond Philosophy

By now, you have probably heard of the metaverse. If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). This metaverse concept is poised to change everything, from how we interact online to how we buy things to the way brands market themselves. . We hosted an expert on a recent podcast to tell us how the metaverse will change brand marketing.

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Land your Next Customer Success Manager Job with these 3 Tips

Totango

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. In this article, we’ll take a look at some of the basic skills required to be successful as a CSM and break down three key areas to focus on to help you land that dream role.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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6 Ways You Can Drive Proactive Customer Engagement—And Why You Should

McorpCX

Done right, Proactive Customer Engagement makes it easy for customers to engage with your brand, and it improves customer experience in the process. Other outcomes and common measures of greater customer engagement include: Value, measured by increased share of wallet, overall spend, and product usage. Advocacy , measured by the degree to which customers recommend your products and services to others.

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Customer service challenges of remote work

ViiBE Blog

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly. However, for a lot of organizations, from start-ups to multinationals and traditional businesses, moving to remote work was something they were new to.

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Great Conversational Marketing Examples to Boost Revenue in 2022

Inbenta

Content. Conversational Marketing: What’s It Really All About? 3 Conversational Marketing Tools to Bring Your Strategy to Success. Speech Matters: 2 Great Conversational Marketing Examples. We humans have been communicating for centuries using the most varied and surprising methods. It is nowadays difficult to imagine prehistoric human species drawing inside caves as a way to tell other tribe members where to hunt or how to harvest.

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5 Tips for How to Deal With an Angry Customer

ChurnZero

The customer is always right. That’s how the saying goes. That’s also what you might be thinking when trying to figure out how to deal with an angry customer. No matter what industry you’re in, chances are that you’ve crossed paths with an irate customer more than once. Their anger and frustration may or may not be justified. Nevertheless, it’s up to you to diffuse the situation and offer an outcome that makes them happy and hopefully retains their business.

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The Latest Trainings And Knowledge Enablement Offerings About SAP Commerce Cloud

SAP Customer Experience

On behalf of the CRM & CX Product Learning CoE Team, it is my pleasure to introduce you in this blog post to the latest trainings and knowledge enablement offerings about SAP Commerc Cloud. If you prefer to watch a presentation with interesting Q&A directly, here is a recorded event.

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The 2023 Verint Experience Index: Retail

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

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Free Webinar: Top Customer Care Trends for 2022

CSM Magazine

Is your customer care strategy prepared to meet the demands and overcome the challenges of 2022? To help you stay informed and ready to tackle the year ahead, Reuters Events have teamed up with Hootsuite to bring you their latest webinar – And you’re invited! ‘Shifting Customer Expectations – Top Customer Care Trends for 2022’ features insights from senior leaders from Nationwide, PVH Corp & Hootsuite!

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Schlesinger Group Launches Crowd Survey

2020 Research

Schlesinger Group Launches Crowd Survey. We are excited to announce the launch of Crowd Survey, a seamless solution for delivering large-scale insights in real time. Crowd Survey joins Group Discussions, Diaries, Videos Chats and Quick Polls as an event available within QualBoard , Schlesinger’s enterprise research platform. Crowd Survey is ideal for when you need a quick, quantitatively scaled engagement.

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How to write thank you for your order messages (+ 10 ready-to-use templates)

kommunicate

Last Updated on January 19, 2022 How often do you use the words “Thank you”, or “Thanks” in your daily life? At least a dozen times. Saying thank you for anything comes naturally to us. It is perhaps the easiest way to make the other person feel important and special In eCommerce, the benefits go [.]. The post How to write thank you for your order messages (+ 10 ready-to-use templates) appeared first on Kommunicate Blog.

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How to do effective Account Transitions in Customer Success?

CustomerSuccessBox

What is an account transition? An ‘ account transition’ is the process by which an existing or a new customer account is transitioned from one member of the Customer Success team to another. In an ideal world, your Customer Success Managers would have a great relationship with the customers. They’ll keep up the relationship for as long as possible. So, an effective account transition is important in such situations.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Winning the Streaming Wars: A Step-by-Step Marketing Guide

Blueshift

Breaking news: customers are waging war from the comfort of their couches. Okay, so maybe it’s not exactly war — and not exactly breaking news. For media marketers like you, the streaming wars have been going on since before the COVID-19 pandemic. The post Winning the Streaming Wars: A Step-by-Step Marketing Guide appeared first on Blueshift.

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The Emotions And Moments In The Customer Journey That Really Drive Loyalty

Forrester's Customer Insights

Emotion is key to differentiated experiences that drive customer loyalty. But many companies get emotion wrong. Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. Contrary to popular belief, making customers feel content, happy, or delighted impacts loyalty less than making customers feel respected, understood, valued, or confident. […].

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Why experience isn't a key ingredient of great CX leadership

MyCustomer

Engagement Why experience isn't key to great CX leadership.

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The Challenge of Evaluating Research Ethics

dscout People Nerds

Though created to protect participants, company Institutional Review Boards can do more harm than good. But by making them less formal, both participants and researchers can benefit.

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The Open CCaaS Advantage Report

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.

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When Customer Support is the only number Part II

Zeisler Consulting

Last week I wrote about an interaction I had with a large well-known brand that provides services for homeowners. It was a cautionary tale about how challenging it is to actually communicate with some brands. A brief overview of that instance: At home, we had a service provider with which we’d had a pretty mundane failure, and they fixed us up right away.

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Here at Last: 3 Trends That Will Finally Deliver Unified Experiences to Customers in 2022

Blueshift

The world of marketing has been significantly evolving at a rapid pace — digital transformation accelerated during the pandemic, creating more and more digitally connected channels, and ever-expanding volumes of real-time data. In this connected world, customers increasingly expected the promise of more relevant, personalized, and integrated experiences, and brand marketers made claims they could […].

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When Customer Support is the only number Part II

Zeisler Consulting

Last week I wrote about an interaction I had with a large well-known brand that provides services for homeowners. It was a cautionary tale about how challenging it is to actually communicate with some brands. A brief overview of that instance: At home, we had a service provider with which we’d had a pretty mundane failure, and they fixed us up right away.

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5 Playbooks Every CSM Team Should Have

ClientSuccess

For many CSM teams, it can feel as though there are not enough hours in the day to get everything done and still deliver high-quality results to customers. This is where playbooks come into the picture. A playbook is a series of actions, next steps, and tactical items that CSMs can execute to help customers achieve a goal or objective in a scalable manner.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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How to Build a High-Performance Customer Experience Team?

SmartKarrot

Building a high-performance CX team is all about maximizing each team member’s efforts and assigning the right people in the right roles. But the question is, who can be deemed as the right person? The answer is that it depends on the organization, where exactly the team sits in the organizational structure, and the scope of functionalities and responsibilities of the CX team.

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How About You Get 10% More Revenue From Each Active Customer?

Optimove

Sometimes, the answer is right in front of us. The incredible potential impact your existing customers hold is one of those things, so obvious that they seem to hide in plain sight. But, just imagine that 80% of your customers who sign up to your website, don’t ever make a purchase. Meaning, all your eCommerce revenue comes from the 20% who sign up and make a purchase.

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Erika Jolly Brookes on 2022 Community Predictions & Top Skills for Marketers

Vanilla Forums

We welcomed Erika Jolly Brookes to the Higher Logic marketing team late Q3, and it’s been an awesome few months. We got a chance to sit down with Erika and ask her a few questions about her decision to join the team, her perspective on modern marketing, and her thoughts on the community industry.

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What Is Workers’ Compensation?  

CSM Magazine

Many workers nationwide may have got injured in the workplace at least once during their employment. When employees suffer a work-related injury or sickness, they can apply for a workers’ comp claim to receive benefits while they recover. This refers to on-the-job injuries specifically, even if the employee is delivering or traveling for their employer.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the