InMoment XI

JUNE 7, 2022

Many organizations are drowning in pools of untapped social data. Why? Because options to structure and analyze that data can be limited and even if businesses are able to compile that data, it often remains siloed from other data, such as voice of customer (VoC), call center, and more. That’s where InMoment’s game-changing customer social listening solution comes into play.

Insights 492

Insights Social Media Return on Investment Travel 492

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

InMoment XI

JUNE 7, 2022

Surveys are one of the most direct and effective means of gathering insights. They provide what many customers crave most: an easy-to-access platform they can use to voice their thoughts and opinions about a brand. To make this process as efficient as possible (and to make it simpler for companies to source different kinds of feedback), several types of surveys have emerged over the years that make it easy to focus on customers’ opinions about transactions, brand relationships, and the like.

Call Center 491

Call Center Touchpoint Feedback Insights 491

BirdEye

JUNE 7, 2022

Google Maps optimization needs to be a major part of your marketing strategy if you want local customers to find your business. Standing out on Google Maps can set you apart from competitors, but your listing won’t be a top search result if doesn’t include your specific location. Taking advantage of Google Maps optimization can help increase your SEO ranking and attract new customers.

Social Media 98

Social Media Definition Information Consumers 98

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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.

Customers

ShepHyken

JUNE 7, 2022

The Smart Shopper and the Value Gap. How to Design Experiences that Exceed Your Customer’s Expectations. Shep Hyken interviews Ian Johnston, Founder of Quinine , a leading strategic retail design consultancy devoted to the power of design that drives innovation and growth. He talks about building trust and loyalty by designing meaningful customer engagement.

Retail 64

Retail Consulting Innovation Customer Expectations 64

Advantage Communications

JUNE 7, 2022

Every year it seems like there’s a new way for customers to connect with your business. Mail, email, websites, mobile website, forms, phone, text, chat, social media … the list goes on. Sure, it would be easier to just choose a couple of these and stick with them. But customer expectations are that you need to be available everywhere. Otherwise, you risk disrupting the customer experience.

Omnichannel 59

Omnichannel Customer Experience Social Media Customer Expectations 59

CustomerSuccessBox

JUNE 7, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Anita’s interview where she gives insights into how you can manage churn efficiently.

Management 52

Management NPS Definition Metrics 52

CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. The new world of hybrids. There has been a rapid change in recent years in how people live and work.

E Commerce 52

E Commerce Banking E-support Financial 52

ReviewTrackers

JUNE 7, 2022

Online Reputation Management for Dentists. Your online reputation affects your dentistry practice’s bottom line. More than ever, existing and potential patients are relying on the Internet to find more information about you. They’re visiting multiple online review websites and reading dentist reviews to help them decide whether they will pay you a visit or choose to go with someone else.

Management 65

Management Healthcare Hospitality Insurance 65

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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

Retail

Customer Enthusiast

JUNE 7, 2022

For decades, leadership luminaries such as Abraham Zaleznik and John Kotter have examined the differences between managers and leaders. Managers were labeled with terms like “order” and “consistency,” while leaders were celebrated with terms like “visionary” and “inspirational.” When the lists isolating the differences appeared side-by-side, the contrast communicated that leadership attributes should be a … Continue reading "Purpose-driven leaders are on a quest".

Leadership 70

Leadership Communication Management Engagement 70

MyCustomer

JUNE 7, 2022

Loyalty A fifth of brands have let CX quality slide.

Brands 82

Brands 2022 Customer Experience Loyalty 82

ChurnZero

JUNE 7, 2022

This is a guest post by Todd Eby, co-founder and CEO of SuccessHACKER. Those of us who work in Customer Success know just how vital high-powered Customer Success teams are for organizations. Customer Success teams are essential for retaining customers, improving the customer experience, reducing churn, and boosting other crucial metrics. But the question today is: does the rest of your organization understand exactly how important your Customer Success department is to the business?

Customer Success 52

Customer Success Leadership Customers Metrics 52

Natalie Petouhof

JUNE 7, 2022

Original Article by Omdia. The recently published book provides see authors Tony Bates and Dr. Natalie Petouhoff of Genesys provide guidance for delivering empathetic customer experiences at scale and the requirements necessary to shift from a business-centric to a customer/employee-centric philosophy. Dr. Natalie Petouhoff, Customer and Employee Experience Strategist at Genesys & WSJ Best Selling Co-Author of “Empathy in Action” joins the show to discuss how government organizations can per

Customer Experience 52

Customer Experience Government Books Touchpoint 52

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Measurement

Gainsight

JUNE 7, 2022

Customer Success (CS) teams are evolving into a primary growth driver for companies in all industries. Organizations are constantly innovating how their customer success managers operate. . Enterprise organizations are leading many of these operational innovations. They must find sophisticated, yet simple, solutions for their complex companies. And that’s why we were excited to get enterprise CS leaders together to talk about new developments in CS and trends for the future.

Insights 52

Insights Chief Customer Officer Customer Success Sales 52

Education Services Group

JUNE 7, 2022

In Toy Story 4 , they introduce a new character to the toys named Forky. Bonnie, the little girl who owns the toys now, made Forky out of garbage. He’s basically a spork that totters around on two feet made from a broken popsicle stick. The little girl, Bonnie, loves Forky and views him as a toy. So, though he is made from garbage, he becomes animated like all the other toys.

Customer Success 52

Customer Success Reference Social Media Customers 52

CSM Magazine

JUNE 7, 2022

People are cut out for different types of jobs, and it is important to aim for a career that fits in with the type of job you are suited to. Some people fare better working behind the scenes or even working alone, while others do much better when they are part of a team. Some people are very good at communication and have strong people skills , and these are the people that could do very well in the customer services field.

Customer Service 52

Customer Service Communication Customers Article 52

Magellan Solutions

JUNE 7, 2022

Aside from the Filipinos’ intrinsic values of world-class hospitality and strong work ethic, another key factor why many business owners are outsourcing to Filipinos is because of their relatively high level of fluency in the English language. When you compare Filipinos’ English communication skills with the rest of their Asian neighbors, Filipinos are guaranteed to be included in the top ranks, if not in the first place.

Call Center 40

Call Center 2012 2010 Hospitality 40

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

Forrester's Customer Insights

JUNE 7, 2022

At Augmented World Expo 2022, amid the existential debate about the metaverse, there was an increased focus on ensuring its UX is humane, and communal.

2022 49

2022 User Experience Innovation Technology 49

Alida

JUNE 7, 2022

The audio streaming giant recruited advertisers to provide feedback on products and go-to-market strategies.

B2B 130

B2B Insights Advertising Feedback 130

SmartKarrot

JUNE 7, 2022

What is the first thing you relate to when you hear the word – boss? For most of us, it is a senior person who expects you to do things, is always in control, and maybe even stressed. Think of a coach now. Isn’t your mood and vibe vastly different? This is the difference customer success leaders should look to achieve. A coach gives the image of someone who helps you learn and try activities for your professional growth and advancement.

Customer Success 19

Customer Success Customers B2B Demo 19

Zeisler Consulting

JUNE 7, 2022

I wrote a while back about questions raised concerning wide ranges in top-level NPS or C-SAT scores, even for Customers who may have had the same experience. The point I called out there was mostly an indictment of the use of NPS or C-SAT in the first place. These metrics allow for way too much variation in interpretation, even in how they’re asked in the first place (i.e., what’s ‘satisfaction’ mean to you as a Customer, and how likely are you to recommend anything to anybody , regardless of

NPS 72

NPS Metrics Brands Measurement 72

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Information

Lithium

JUNE 7, 2022

Hey Atlas Members! We are proud to announce to be one of the first badged partners to integrate with the all-new Content Marketing specialty that is part of the TikTok Marketing Partner Program. The partnership includes new TikTok API integrations, making it fast and easy for social media managers to manage their accounts and scale their content on TikTok—all without leaving the Khoros platform.

Social Media 10

Social Media Roadmap Webinar Entertainment 10

Helpware

JUNE 7, 2022

If you've observed consumer-business interactions over the past few years, then you may have noticed that phone calls are still popular. As it turns out, many people still prefer to call customer support despite the popularity of modern communication tools and platforms. Chat, email, and text have not entirely replaced traditional calling.

Consumers 72

Consumers Communication Interaction Customers 72

Zonka Feedback

JUNE 7, 2022

Customer feedback, irrespective of the CX platform, has always been critical. In fact, for every customer complaint ignored, 26 customers are lost. Your brand reputation, how actively you listen to your customers, and how you respond –are the things that make you stand out in the noise.

Feedback 52

Feedback Brands Customers Management 52

CustomerSuccessBox

JUNE 7, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Lauren Costella is currently the Vice President of Customer Success at GoodTime.io.

Management 52

Management 2001 Customer Success Retail 52

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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