Upstream Works

MARCH 17, 2022

Technology changes impact all facets of a business. For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. While contact centers are increasingly turning to Artificial Intelligence (AI) applications for a variety of reasons, these technologies are not a silver bullet for everything, nor are they a complet

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Contact Center Call Center Omnichannel Technology 78

Beyond Philosophy

MARCH 17, 2022

People ask me a lot if there is a difference between experiences and creating customer loyalty when you are a business-to-business (B2B) organization as opposed to a business-to-customer (B2C) one. The short answer is there isn’t. The long answer is the following newsletter inspired by a recent podcast and a business pickle by one of our listeners. Here’s what Gad’s pickle is: Hello.

Banking 78

Banking B2C B2B Loyalty 78

InnerTrends

MARCH 17, 2022

If you think acquiring a customer is the end of the finish line, then you might lose out on 67% of your additional revenue. That’s how much loyal customers can add to your business.

Metrics 98

Metrics Engagement Customers 98

Team Support

MARCH 17, 2022

Training new hires on the fly isn’t easy and yet it’s quite common. When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. Needless to say, this can quickly lead to problems with customers. When a customer chats in with a new or particularly green support agent, the team member might provide wrong information or generally make some mistakes.

Net Promoter Score 97

Net Promoter Score NPS Customers Customer Satisfaction 97

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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.

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Call Experts

MARCH 17, 2022

When you contact a business, the very first thing you hear is the customer service greeting. The person on the other end of the line greets you and welcomes you to the conversation. Customer service greetings can be an essential part of any customer experience strategy. Calls are a powerful way to connect with customers, but only if done right! Customer service is all about relationships , and relationships start with your customer service greeting.

Customer Service 52

Customer Service Customers Customer Service Representative Interaction 52

Helpware

MARCH 17, 2022

Great customer service is no longer just a nice-to-have ideal for companies. Instead, exceptional service is a must for every and can be the differentiating factor that determines success or failure.

Customer Satisfaction 81

Customer Satisfaction Customers Customer Service 81

Optimove

MARCH 17, 2022

One of the biggest fears related to globalization is that it turns us into one giant, homogenous world culture, erasing local identities in the process. This fear comes up often when successful brands enter more and more markets. Which is funny, because if you were to ask these marketers, and specifically their CRM Marketing teams, they would tell you that all they think about is how to localize their brand experiences.

Multi-Channel 52

Multi-Channel Download Loyalty Retail 52

Zonka Feedback

MARCH 17, 2022

According to Microsoft, 96% of consumers across the globe say customer service is an important factor in their choice of loyalty to a brand. While 68% of customers believe the key to great customer service is a polite customer service representative, 62% think that service insight and knowledge is the key to a great customer service experience.

Effort Score 52

Effort Score Customer Service Representative Loyalty Consumers 52

CustomerSuccessBox

MARCH 17, 2022

Every SaaS business wants to expand and succeed. You should connect your company’s targeted outcomes to your client’s desired outcomes in order to do so in a customer-centric manner. Use the Customer Success Playbook to synchronize those two sets of objectives. As your product evolves, it’s important to provide your customer success team with a successful approach for navigating customer interactions.

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Customer Success Customer Journey Customers Touchpoint 52

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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

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SAP Customer Experience

MARCH 17, 2022

On behalf of the CRM & CX Product Learning CoE Team, it is my pleasure to introduce you in this blog post to the LSA offerings of SAP Commerce Cloud. What is it about? Whether you are a business consultant/analyst or a technical developer, we have been offering different Instructor.

Consulting 75

Consulting Blog Customer Experience Customers 75

MyCustomer

MARCH 17, 2022

Engagement The unspoken hard truths of CX leadership.

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Leadership Engagement 100

CustomerSuccessBox

MARCH 17, 2022

Steve Jobs said, “People don’t know what they want until you show it to them” back then and now Apple promoted the Apple Patently Watch saying, “How to take an ECG ” Do you see the change in the paradigm shift in the way it is marketed at two different points in time? That’s exactly the shift from a product-centric approach to a customer-centric approach !

Customer Centricity 52

Customer Centricity Social Media Presentation Metrics 52

Alida

MARCH 17, 2022

What’s better than a great cookie? The customer that made it. Every time.

Customers 246

Customers Management 246

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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

Alliance by IFS

MARCH 17, 2022

IFS Champions are individuals that work within our customer organizations, making change and delivering great moments of service at their. The post Creating a masterpiece: Q&A with IFS Champion Mohsin Al-Ruqaishi appeared first on IFS Blog.

Blog 26

Blog Customers Customer Engagement Engagement 26

SmartKarrot

MARCH 17, 2022

Role: Customer Success Director – SMB Location: Remote, Atlanta, GA, US Organization: ON24 As a Customer Success Director, you will manage and provide escalation and support for CSMs in your group. Manage and develop processes to support a large number of accounts across the team. Support of the CSMs in escalations around questions or issues with client accounts.

Customer Success 19

Customer Success Events Metrics Customers 19

dscout People Nerds

MARCH 17, 2022

Across industries, we run into numerous systematic issues with I.T. The current solution is throwing people at the problem until they burn out and are replaced. How can we change this flawed structure? Service Design.

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Clarivate

MARCH 17, 2022

Highly Cited Researchers are making a significant impact in sustainability research. In this blog post, we put a spotlight on those focusing on the first two Sustainable Development Goals, No Poverty and Zero Hunger. The Highly Cited Researchers recognition program is produced annually by the Institute for Scientific Information (ISI) at Clarivate with analysis led by David Pendlebury, Head of Research Analysis and Ryan Fry, Senior Product Data Analyst.

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2030 2021 2013 2015 98

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

SmartKarrot

MARCH 17, 2022

B2B businesses need to reward their loyal clients frequently. While B2C loyalty programs are quite popular, B2B SaaS companies have to keep certain best practices in mind. B2B companies need to focus on driving revenue and sales while incentivizing existing loyal customers. As per a report by Forrester , by 2023 B2B businesses in the US is expected to contribute up to $1.8 trillion.

Loyalty Programs 10

Loyalty Programs B2B Loyalty B2C 10

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Since we didn’t have the time to get to all the questions that came in during the live webinar, Jennifer took the time to go through and provide her responses to the unanswered questions, so we could share them with you here.

Customer Success 97

Customer Success Leadership Webinar Metrics 97

2020 Research

MARCH 17, 2022

Register for Compelling Conversations. Why Agile, Why Now. Join us for the next session in our Compelling Conversation webinar series, featuring Steve Mast , EVP, Platforms & Emerging Business. Steve will answer questions around the evolving topic of Agile Research and share tips for how you can effectively take advantage of this approach. Have questions you want us to cover?

Webinar 52

Webinar 52

Forrester's Customer Insights

MARCH 17, 2022

The average computer monitor, with 1080p resolution, has a grand total of 2,073,600 pixels. Sure, you can still see the image if you’re missing a few thousand pixels, but the clarity isn’t as sharp. Each pixel matters. Similarly, each data point matters in order to give you the complete picture of a market or a […].

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Sales 2022 Marketing 49

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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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2020 Research

MARCH 17, 2022

Register for Compelling Conversations. Why Agile, Why Now. Join us for the next session in our Compelling Conversation webinar series, featuring Steve Mast , EVP, Platforms & Emerging Business. Steve will answer questions around the evolving topic of Agile Research and share tips for how you can effectively take advantage of this approach. Have questions you want us to cover?

Webinar 52

Webinar 52

Merkle

MARCH 17, 2022

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ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Since we didn’t have the time to get to all the questions that came in during the live webinar, Jennifer took the time to go through and provide her responses to the unanswered questions, so we could share them with you here.

Customer Success 52

Customer Success Leadership Webinar Metrics 52

Forrester's Customer Insights

MARCH 17, 2022

A fragmented regulatory environment and the rapid transition to digital commerce have spurred several enterprise fraud management (EFM) trends in Asia Pacific (APAC). Forrester sees that: Digital commerce drives promotion fraud. Flourishing digital commerce significantly changes consumer behavior, and companies are focusing their marketing spending on online campaigns and promotions.

Management 26

Management Consumers Marketing 26

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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.

Customer Engagement