Mon.May 31, 2021

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How Alida Stands Out in a Crowded Customer Feedback Management Market

Alida

As genuine connection between customers and brands becomes increasingly more important, more and more companies are turning to customer experience (CX). After the ups and downs of 2020, CX is a hot topic—and you can tell by how crowded the market is. There are over 100 vendors that offer CX services, including Alida.

Marketing 245
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CX maturity playbook: Listen, understand, and act

GetFeedback

Actionable insight to uplevel how you listen to customers, understand their needs, and take action to improve the customer experience.

Insights 195
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5 Top Customer Service Articles of the Week 5-31-2021

ShepHyken

Each week I read a number of 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. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands li

Article 130
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CX maturity playbook: Technology and tools

GetFeedback

Actionable insight to uplevel your use of technology and tools for optimizing the customer experience.

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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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What are the responsibilities of Customer Success Manager (CSM)? How many do you need?

CustomerSuccessBox

The Customer Success Manager has an integral role in ensuring healthy Customer relationships by evaluating and analysing the customer needs and acting as a customer advocate to promote customer loyalty. While these major responsibilities require a wide range of tasks to be addressed, onboarding tops the list which is then followed by checking on product adoption.

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How to create a corporate knowledge base?

ViiBE Blog

Employees are a valuable resource of know-how for company processes and information. Unfortunately, when an employee leaves, this knowledge often leaves with them. In customer-facing positions, high turnover can exacerbate this problem and negatively affect customer service. In technical roles, knowledge gaps can emerge when knowledgeable employees with decades of experience decide to retire.

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CX maturity playbook: Customer experience strategy

GetFeedback

Actionable insight to uplevel your customer experience strategy approach.

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Top 5 Articles of 2021 So Far That You Might’ve Missed

Oracle

Now that we’re close to halfway through 2021, we’re looking back at our top-five SmarterCX.com articles from this year. In case you missed these trending topics that captivated our readers, here’s another look at select tips, insights, and trends into customer experience, marketing, and technology. Check out five of the top headlines from 2021 so far, then subscribe to the newsletter to stay up to date for the remainder of the year. 3 Emerging Ecommerce Trends to Keep an Eye on

2021 49
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10 Best Ways to Use Video to Boost Customer Success

SmartKarrot

Every phase of the customer success journey, right from onboarding to retaining to growing, helps a customer, as well as the company, wreathe into a symbiotic relationship. On that note, videos have played an effective role in boosting customer success by giving them engaging and personalized content to enlighten and learn from. Today we will hop on to the best ten ways of using videos to do so.

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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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2021 Gartner Magic Quadrant for Multichannel Marketing Hubs

Optimove

The post 2021 Gartner Magic Quadrant for Multichannel Marketing Hubs appeared first on Optimove.

2021 52
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May 31 – Customer Success Jobs

SmartKarrot

Role: Head of Customer Success Location: San Diego, CA, US Organization: Daasity As a Head of Customer Success, you will manage customer success and ensure customers realize the full value of the Daasity platform. Drive product adoption and ongoing use of Daasity, while delivering and maintaining customer happiness. Implement tools and platforms to ensure Customer Success can effectively support a 10x growth in merchants.

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Defining Survey Goals and Objectives: A Quick Guide

SurveySparrow

Survey goals and objectives are important because they help you ask the right questions, obtain useful answers, and achieve the best results. How do we know? Because setting goals and objectives is the first step in our template creation process, and we’ve experienced all of those benefits firsthand. In this article, we’ll dig deeper into why survey goals and objectives are so important, show you how to set goals and objectives for your surveys, and explore a few best practices you can follow to

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Live Chat KPIs are Essential – But How Can You Get Agents Onboard?

Comm100

While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them onboard with your targets. But it’s completely worth the effort. A decade-long study involving 100,000 teams found that increasing employee engagement can generate up to 18% more sales. Here are five top tips to help you get your agents engaged and onboard with your KPIs and lead your team on a journey to live chat excellence. 1.Set measurable and cl

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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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Why Should You Outsource Sales Calls?

Magellan Solutions

Why should you outsource outbound sales calls with us? . As one of the best providers in the country, we offer competitive outbound call center pricing. We also have years of experience to ensure we know what we are doing. And because we have mastered our craft, we can help you set up a more customized approach that suits your liking. A lot of new firms today all look nice.

Sales 52
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Smart CRM Basics: Predictive Customer Behavior Modeling

Optimove

This is some smart CRM: Rather than trying to make educated guesses based on analyses of historical data – Predictive Behavior Modeling is typically used to select the BEST marketing actions to run in each of your customer groups and to identify which customers will likely change their spending level. Predictive Behavior Modeling goes way beyond customer analytics.

B2C 52