Experience Investigators by 360Connext
APRIL 27, 2021
How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from SurveyMonkey, 89% of C-level executives say they are “extremely invested” in CX, but we know that 89% of budgets don’t reflect that commitment.
ShepHyken
APRIL 27, 2021
Diversity and Inclusion Within the CX Featuring Stacy Sherman. How diversity and inclusion impact the customer experience and what practices to adopt. Shep Hyken interviews Stacy Sherman, Founder of DoingCXRight and Director of Customer Experience & Employee Engagement at Schindler Elevator Corporation. They discuss Diversity and Inclusion and how it links to the Customer Experience.
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Help Scout
APRIL 27, 2021
Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning. It’s not just about a single action but the accumulation of activities over time.
Zeisler Consulting
APRIL 27, 2021
The world of work out there these days is simply weird. With unemployment clearly and dramatically impacted by the choices made in response to the whole Covid-19 mess, and yet the economy going gangbusters, it’s hard to understand if things are good or bad sometimes. Lots of organizations are looking to hire, and especially in the CX field, what with the renewed interest in Customer Experience and care as a result of the new world in which we find ourselves.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Alida
APRIL 27, 2021
The excitement in the air is palpable. It feels a bit like a marathon where you know you still have miles and miles to go, but you have a tailwind and you’re drafting behind some strong runners. But the thing is, a marathon has a finish line at exactly 26.2 miles from the start. Delivering value to our customers isn’t finite. We don’t have a finish line.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Help Scout
APRIL 27, 2021
Every time I travel to Boston, I stay in the same hotel. It’s not fancy and the location isn’t great, but they know how to wow a customer. The way that I’m treated when I go there has always left an impression on me. The first time I stayed there, I arrived in the dead of winter. My face was chapped, and my hands were raw as I checked in. Ten minutes after I got to my room, guest services showed up at my door with some cookies and hot chocolate.
The DiJulius Group
APRIL 27, 2021
Do you feel your company has an obsessive customer service culture? Is the customer experience your company delivers the same regardless of who on your team a client interacts with? There is one simple way to find out: call your company and ask whoever answers the phone if they can tell you what the weather. Read Full Article. The post One easy way to find out if you have a strong customer service culture appeared first on The DiJulius Group.
Help Scout
APRIL 27, 2021
While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. I’ve always enjoyed reading, but I can’t say that it was a nightly affair for me like it has become during this stunning storm of 2021.
BirdEye
APRIL 27, 2021
One of the simplest and most effective ways to attract new customers is by claiming and optimizing your Google My Business (GMB) listing. It’s a free listing, on Google, of your business’s operating information, reviews, posts, and so much more. Google searches for local businesses have skyrocketed by over 100% in the last year. This makes Google My Business an indispensable search, review, and marketing tool your business needs for growth.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Help Scout
APRIL 27, 2021
If someone told you they were starting a clothing line where everything was one size fits all, you’d probably pass on investing. With so many different body types and fit preferences, the reality is that one size fits all simply doesn’t work. Though it’s hard to imagine with clothing, the truth is lots of software operates on a one-size-fits-all model.
BirdEye
APRIL 27, 2021
Healthcare has taken center stage in recent years and medical businesses with a marketing plan recognize the important role patient reviews play in accelerating growth. In fact, nearly 85% of healthcare practitioners say they proactively check online reviews. Patients want a provider with a proven track record of success, and when searching for one, they trust reviews from other patients most.
Help Scout
APRIL 27, 2021
For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. A 25% difference in activation increased MRR by 9.3% more than the same percentage increase in acquisition, and 3.3% more than the same percentage increase in retention.
Education Services Group
APRIL 27, 2021
As a return to “normal” approaches, scalability of the Customer Experience takes a front seat. ESG, the leader in Customer Success as a Service ® , is proud to announce record-breaking 2021 Q1 results. The company’s unique approach combines consultation, process development, people, and automation to improve the Customer Success capabilities and maturity of technology companies.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
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Help Scout
APRIL 27, 2021
Long-time customer service professional Mat “Patto” Patterson answers readers’ most challenging customer support delivery, leadership, and career questions. If you have a question you’d love Patto to answer, send it to editorial@helpscout.com. Balancing soft-skills with technical ability. Dear Patto, How can I hire people for my customer service team who are strong in soft skills but are also capable of learning the more technical aspects of our complex product?
ChurnZero
APRIL 27, 2021
As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. And we thought, who better to ask than those that chose to invest in us along the way. In this article we will share some enlightening Q&A with our lead investors from our seed, Series A, and Series B funding rounds.
Help Scout
APRIL 27, 2021
For customer service teams, the support queue shapes their work lives, shifting from a trickle of questions to a raging torrent of customer confusion throughout the various seasons of a business. Understanding and managing the power of the queue is critical to a sustainable customer service organization. The art of the support queue. You might well ask, “Why do we need a whole article about dealing with a list of questions?
delighted
APRIL 27, 2021
Guest contribution by Christopher Beck, Product Manager at MediaMath. For many product managers, customer feedback is the key to making a product successful. This is why carefully structuring and selecting the product survey questions you ask your customers is so important. Great product managers avoid failed products and stay ahead of changing attitudes by actively engaging their target audience in honest discussion.
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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.
Strikedeck
APRIL 27, 2021
Vincent Manlapaz, in an interview with Kristi Faltorusso talks about the keys to improving customer satisfaction and making them loyal to our business. The post Making an Impact During These Unprecedented Times (Part 2) – Kristi Faltorusso, Founder of CS Real Simple (Former VP of CS at Intellishift and BrigthEdge) first appeared on Strikedeck | Customer Success Platform.
Omnicus
APRIL 27, 2021
Poor customer service is a terrible business. In the United States alone, companies lose nearly $ 75 billion in revenue due to poor customer service. The reasons can be many. Poor (self) insight can be an essential factor. It must be said when 80% of companies think they provide superior customer service, while only 8% of customers believe the same.
SurveySparrow
APRIL 27, 2021
Would you like to go back in time? Not literally (unless you know how to time travel!). Think of yourself as a customer support representative in the 70s. The good old 70s, where the internet was still a distant reality, and ‘being online’ had no meaning. . Being a customer representative in this era, how do you understand your customers and their problems?
Omnicus
APRIL 27, 2021
Poor customer service is bad business. In the United States alone, companies lose nearly $ 700 billion in revenue due to poor customer service. The reasons can be many. Poor (self) insight can be an essential factor. It must be said when 80% of companies think they provide superior customer service, while only 8% of customers believe the same. One way companies have tried to solve poor customer service has been to introduce a chatbot.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
SurveySparrow
APRIL 27, 2021
As a business owner, it is important that you know your customers well; you can do so by creating a customer profile. By creating a customer profile, you will be better placed to market and sell your products to your prospective customers. Creating customer profiles should be one of the first moves that a brand makes when they are about to create a marketing strategy to reach out to prospective customers. .
CSM Magazine
APRIL 27, 2021
It’s worrisome for any organization to lose a high performing and motivated employee. Such employees are major contributors to the financial gains of the company. Moreover, it’s expensive to procure a resource in replacement and invest in training them. This makes it important to start employee retention right from the very beginning. When new hires are onboarded the correct way and they have a positive experience in the very first month of their jobs, it increases the likelihood of
SurveySparrow
APRIL 27, 2021
Would you like to go back in time? Not literally (unless you know how to time travel!). Think of yourself as a customer support representative in the 70s. The good old 70s, where the internet was still a distant reality, and ‘being online’ had no meaning. . Being a customer representative in this era, how do you understand your customers and their problems?
Help Scout
APRIL 27, 2021
Help Scout’s first 10 years have been incredibly fun and rewarding, but in many ways it feels like we’re just getting started. We’re grateful to the 12,000+ businesses that make our work so enjoyable. Here’s to the next 10! Our 10-year mission As a certified B-Corp, one of Help Scout’s most important goals is to be a force for good in protecting the natural world.
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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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