Second to None
JULY 22, 2020
Overwhelming customer volume, lingering out-of-stocks, and having to adjust to in-store social distancing practices for the sake of employees and customers. It comes as no surprise that contactless ordering and pickup/delivery are gaining traction. Customers are increasingly embracing the notion of not stepping foot inside their local store, which means lost opportunity for connection.
ShepHyken
JULY 22, 2020
These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. They should want to make you happy. Just a couple days later I saw this idea in action, but with a twist.
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Eptica
JULY 22, 2020
Date: Wednesday, July 22, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 2: Analyse your business. Published on: July 22, 2020. Author: Anne-Merete Jensen - Senior Business Consultant As we move out of nationwide lockdowns, businesses must be ready and able to meet changing customer needs.
The DiJulius Group
JULY 22, 2020
Feature Article The Best Group of Speakers All in One Place By John DiJulius, Chief Revolution Officer What do Seth Godin, Guy Kawasaki, Ken Blanchard, Tom Bilyeu, Jesse Itzler, and Adrienne Bankert all have in common? They are the top speakers in the world today, and they are all presenting at this year’s Virtual Customer Service Revolution, Read Full Article.
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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.
Innovative CX
JULY 22, 2020
In a scene from the 1988 movie, They Live, Roddy Piper utters the iconic phrase, “I have come here to chew bubble gum and kick a#!….and I’m all out of bubble gum!”. Talk about getting right to the point. We could take a lesson from Mr. Piper when it comes to designing a better customer experience. He’s bold and deliberate in his approach. His intentions are clear.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Team Support
JULY 22, 2020
Now that we’ve reviewed four elements of B2B customer support excellence and the strategic business impact of each in Part 1 of this blog series—profit contribution, brand reputation, efficiency, effectiveness—let’s take a look at goals and action items that will get you there. The first thing to remember is that a B2B customer is a company , not one individual.
VDS
JULY 22, 2020
We find ourselves in unprecedented—certainly, the word of the year—times. Was your company prepared for employees to work from home? Did working from home further disrupt business on top of the windstorm 2020 blew our direction? While Americans and those around the globe manage working from home and the slow return to the workplace, we all would do well to reflect on and capture lessons learned.
inmoment
JULY 22, 2020
Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. Faced with these and other reasons, most brands see the importance of customer recovery and work hard to turn negative experiences into positive ones.
SaleMove
JULY 22, 2020
Credit unions vary as much as the geographies and members they serve. Some are branch-based, while others focus entirely on an online delivery model, and each has unique approaches to the communities they serve. Despite these differences, they share a common goal— excellent member experiences. Glia’s CEO and Co-Founder, Dan Michaeli sat down with four of our amazing Credit Union clients to discuss the importance of digitizing your member services.
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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
PK
JULY 22, 2020
In April alone the number of orders placed at home and picked up at store surged 208%. Unlike other contactless trends linked to COVID-19, buy online and pickup curbside (BOPAC) […]. The post Curbside pickup is here to stay—here’s how to make it work appeared first on PK.
SaleMove
JULY 22, 2020
Credit unions vary as much as the geographies and members they serve. Some are branch-based, while others focus entirely on an online delivery model, and each has unique approaches to the communities they serve. Despite these differences, they share a common goal— excellent member experiences. Glia’s CEO and Co-Founder, Dan Michaeli sat down with four […].
Oracle
JULY 22, 2020
Oracle is hosting the Oracle Cloud CX Virtual Summit on Thursday, August 6 from 12:00 PM to 1:30 PM EST. The virtual event is free to attend, with planned content including insights into how personalized marketing can reimagine the modern customer experience. Register for the virtual summit here. Here’s everything you need to know about the Personalized Marketing Oracle CX Cloud Virtual Summit including information on: Featured speakers.
Education Services Group
JULY 22, 2020
As companies perfect their Customer Success strategies, they look ahead to the next phase of scaling CS – Partner Success programs. According to TSIA , 70-80% of all technology is sold through the channel. How does CS factor into that huge percentage? You didn’t pour your blood, sweat, and tears into building a robust, proactive Customer Success organization only to have it drop by the wayside if your solution is sold through the channel.
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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,
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Forrester's Customer Insights
JULY 22, 2020
Earlier this year, I blogged about how customer experience (CX) pros should be wary of what they hear about voice-of-the-customer (VoC) capabilities from some customer relationship management (CRM) vendors because customer feedback management (CFM) and VoC technologies offer more punch than CRM tools. Although this remains accurate as of today, recent announcements highlight that this […].
Qualtrics
JULY 22, 2020
Go beyond measurement and get a system of action that will help boost your HCAHPS scores and improve your patients’ experiences. Learn More About XM Solutions for Healthcare. We know that capturing feedback from patients and families is critical to a positive healthcare experience. And the HCAHPS survey is a crucial tool for hospitals to do that. But beyond HCAHPS, are you getting the right feedback from your patients?
Vanilla Forums
JULY 22, 2020
No matter what kind of work you do, measuring progress is a challenge. Many organizations set arbitrary measurements for the results of their work. In fact, less than one-third of the 3,200 executives that MIT Sloan Management Review surveyed actually believed that what they measured matched their organization’s strategic objectives. Determining what to measure is even harder for community professionals, who sit at the edge of a still-nascent profession and must carve out a new path.
SmartKarrot
JULY 22, 2020
Source. SaaS companies deploy customer success to help their customers achieve value from their product. As long as they are able to provide value to the customers, they would remain loyal to the brand. But value is a very generic term. You have to measure right customer success KPIs to ensure those values are being delivered from your product. Most of the time, the KPIs are measured in terms of revenue generated or saved by the customer while using the product.
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.
The DiJulius Group
JULY 22, 2020
People want to be part of something larger than themselves. They want to be part of something they’re proud of, that they’ll fight for, and that they trust. This is what Starbucks has built – no wonder they have raving employees and raving customers that can’t go a day without them. Today is part two. Read Full Article. The post 013: Key Takeaways from Today’s Featured Leader: Howard Schultz – Part 2 appeared first on The DiJulius Group.
Uplight
JULY 22, 2020
In my last post I chronicled Uplight’s first year, including the challenges of creating Uplight from six companies and the successes that we’ve earned with our utility partners. Given what we were able to achieve in Year 1 in the midst of integrating, you can only imagine what we might achieve now that the bulk Read More. The post Uplight’s Second Year: Customer Relationships, Innovation, and Partnerships appeared first on Uplight.
SmartKarrot
JULY 22, 2020
Role: Customer Success Manager Location: American Fork, Utah, US Organization: Domo, Inc. As a Customer Success Manager, you will have to understand the overall vision of the company and help stakeholders achieve business success through the Domo platform. You are responsible to develop and own relationships with customers to ensure continued expansion opportunities, customer success as well as yearly subscription renewals.
Forrester's Customer Insights
JULY 22, 2020
We have just published our tech market forecast for the three largest European economies: France, Germany, and the UK (see “Tech Budget Outlooks For France, Germany, And The UK In A COVID-19 Recession“). Due to the coronavirus and resulting recessions, tech spending in Germany, France, and the UK will decline by 5% to 7% in […].
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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.
Kustomer
JULY 22, 2020
Many of us look forward to the holidays. We get excited about the prospect of parties, family gatherings, holiday cheer and presents galore. But the holiday season also brings a big lump of coal: an increase in needy customers reaching out to your team in need of immediate support. According to Kustomer data, inbound customer service inquiries increased by almost 120% during the holiday season in 2019, with particularly dramatic spike in activity on Instagram, e-mail, voice and chat.
C Space
JULY 22, 2020
The Brand Move Roundup – July 22, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.
SmartKarrot
JULY 22, 2020
Like all the other roles, a customer success manager too has its own daunting and dotting times. There are times when you feel your patience is being tested, and then there are times when you feel 24 hours a day ain’t fair! A customer success manager’s duties are sundry in nature. Despite the crest and troughs, sticking to your strengths and taking each day at a time is what you will have to do as a CSM.
CSM Magazine
JULY 22, 2020
SaaS is rapidly becoming the preferred choice for businesses of all industries and sizes – in the US alone, about 80% of final users prefer using SaaS applications. For SaaS companies, this means a constant battle to stay on top of the increasing demand and ahead of the competition. In today’s fast-paced world when companies face drastically decreased lead conversion rates if they fail to respond within 5 minutes, availability is everything.
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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.
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