ClientSuccess

SEPTEMBER 14, 2020

For many CSMs, the list of ‘best things about working with clients’ probably doesn’t include dealing with churn. Most of us who love working in customer success do so because we love working with people and want to help customers see maximum value with the products they’ve invested in. Unfortunately, customer churn is a very real part of the job that all CSMs will have to deal with, regardless of how attentive you may be with your customers.

2020 59

2020 Financial Customers Metrics 59

eglobalis

SEPTEMBER 14, 2020

Professional Services in Alignment with Your Experience Management , customer success. The post Is Your Professional Services in Alignment with Your Experience Management? Part I appeared first on Eglobalis.

Management 151

Management Customer Success Customers Customer Experience 151

PK

SEPTEMBER 14, 2020

Fueled by Disney’s image and impressive content catalogue, Disney+ has made a huge debut. Within 6 months of launch, Disney+ reported 54.5 million subscribers. While the growth can be attributed […]. The post Your free trial has expired: Improving streaming services engagement appeared first on PK.

Engagement 89

Engagement Article Loyalty Customers 89

ShepHyken

SEPTEMBER 14, 2020

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. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. (Achievers) vAbove all, Customer Service Week is an opportunity to stop and think about the interconnected well-being of all the people who make up your business: the ones who use your product or service

2020 85

2020 Article Customer Service Net Promoter Score 85

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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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C3Centricity

SEPTEMBER 14, 2020

Denyse Drummond-Dunn · Is the future of retail in the stars? “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets? I remember having a very interesting discussion with a new client a couple of years ago on exactly this topic. Like many CPG companies, they were considering online retailing.

Retail 77

Retail E Commerce Apparel Transportation 77

SurveySensum

SEPTEMBER 14, 2020

Digital customer experience is the new battleground. . The companies that are winning the digitalization race are acquiring more customers and making more money! Due to the COVID outbreak, digital transformation that was forecasted to happen in the next 5 years took place in just one, says Freshworks. . Companies that were expecting to move digitally in 2025 are already here. .

Customer Experience 59

Customer Experience Social Media Multi-Channel 2025 59

Steve DiGioia

SEPTEMBER 14, 2020

You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants” But in reality, this is why you can’t fill that position.

Leadership 86

Leadership Measurement Management Employee Experience 86

Team Support

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. Now in Part 2, we’ll talk about the evolving role of B2B customer support. Although the fundamental Support model may not need to change, the objectives and outcomes from Support operations must increasingly focus on sustaining and retaining e

B2B 81

B2B 2004 Customer Retention Download 81

CSM Magazine

SEPTEMBER 14, 2020

Customer service is a constantly evolving area – almost daily, new customer trends and new ways of approaching customer relationships seem to emerge. Technology has increased the opportunities and avenues for customer interaction. As innovation continues to influence the approaches to customer service, ensuring that you and your customer service agents are future proof is key in keeping up with the customer service needs of today.

Customer Service 52

Customer Service Loyalty Innovation Social Media 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

Retail

Education Services Group

SEPTEMBER 14, 2020

Loyalty 147

Loyalty 147

kommunicate

SEPTEMBER 14, 2020

With more services shifting to the digital world, customers’ patience and attention span have been shrinking more than ever. Customers today anticipate a top-notch service around an average product. There is an increasing demand for assistance with a click of a button. It has pushed businesses to opt for automating customer service and offer the [.].

Customer Service 59

Customer Service Blog Customers 59

Education Services Group

SEPTEMBER 14, 2020

B2C 130

B2C B2B Customer Experience Customers 130

InteractionMetrics

SEPTEMBER 14, 2020

Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are you quantifying them and showing the actions you’re taking? My guess? You’re missing the one thing you need most. Rating questions show your scores, but verbatim comments do the heavy lifting. Verbatims uncover what to change and for whom.

NPS 52

NPS Feedback Presentation Metrics 52

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Measurement

inQuba

SEPTEMBER 14, 2020

How leading businesses are deciphering customer mindset to understand behaviour and prevent churn. Take a moment to consider how you used to shop. Before our New Normal you may have put some effort into determining whether a certain product was organic, or sustainable. Perhaps you thought about whether something was defined as a luxury item, or whether a service could be personalised in some way.

2020 52

2020 Customer Journey Financial Customers 52

InteractionMetrics

SEPTEMBER 14, 2020

Does your customer feedback include open-ended survey questions? If so, what are you doing with the verbatim comments? Are you simply reading them? Or, are you quantifying them and showing the actions you’re taking? My guess? You’re missing the one thing you need most. Rating questions show your scores, but verbatim comments do the heavy lifting. Verbatims uncover what to change and for whom.

NPS 52

NPS Feedback Presentation Metrics 52

Gainsight

SEPTEMBER 14, 2020

Janet Jackson once asked, “What have you done for me lately?” Well, from Gainsight’s customer-centric perspective—a lot! We all know how essential it has become to protect and expand your customer base during the current economic downtown, as new logo sales become more challenging. In fact, in a recent survey Gainsight conducted, business leaders shared that two of the top areas they’re focused on improving during this time are risk management and retention forecasting.

Customer Centricity 52

Customer Centricity Customer Base Insights Financial 52

Lithium

SEPTEMBER 14, 2020

Here’s the Atlas content you do not want to miss. Claim Next and Push Next can be powerful tools, but will your team size benefit from it? Join the discussion from on whether it’s right for your team and how else to stay efficient. led the way for this great blog about the new Splunk community. Want your community featured on the next Customer Stories Blog?

Events 52

Events ROI Blog Article 52

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

CSM Magazine

SEPTEMBER 14, 2020

Most people think that as soon as you get a franchise, you will easily get rich and essentially print money. While there is a potential for a lot of money to be made, there is potential for you to lose everything if you are not careful. Therefore, you always have to plan out each step along the way to guarantee success for you and your company. Not sure where to get started?

Poor Customer Service 52

Poor Customer Service Travel Books Management 52

Optimove

SEPTEMBER 14, 2020

No marketing team should ever pay the price of generalization when it comes to measuring a marketing campaign’s success. Your team is putting their blood, sweat, and tears to create the right copy, design, template, and offer to send to the right audience at the right time. Therefore, you need to make sure that you’re using the right measurement to find out what’s working, and quite frankly – what’s not.

Measurement 52

Measurement Marketing Metrics Loyalty 52

Topdown

SEPTEMBER 14, 2020

In the past decade, an enormous amount of communication channels have emerged. Most notably, many, if not most of these new communication channels have become digital, a key indicator of the powerful shift toward an interactive world where businesses must be able to operate and communicate with their customers in this realm. ‘Digital-first’ does not necessarily mean digital-only: a digital-first mindset provides companies with greater agility and flexibility to communicate directly with their cu

Customer Journey 48

Customer Journey Communication Customers Customer Base 48

Forrester's Customer Insights

SEPTEMBER 14, 2020

Build The Case For A Customer Success Management Program Now Business leaders recognize that there is great value in retaining their best customers. Forrester’s research bears this out: devoted customers pay price premiums, buy additional services, and help attract other good customers. But how do customer experience (CX) leaders convince executives to invest in the […].

Customer Success 46

Customer Success Management Customers Customer Experience 46

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Information

Bizagi

SEPTEMBER 14, 2020

Human Resource managers and their teams are drowning in paperwork and manual tasks. Time spent on these laborious tasks could be better spent on helping employees to be happy and productive. They need to automate key processes and focus on more valuable activities. You can use Bizagi templates to automate numerous processes, including recruitment, onboarding, offboarding and administration tasks. 45% of HR managers think automation will make their job a lot better in the future, so why not mak

Blog 90

Blog Management 90

Forrester's Customer Insights

SEPTEMBER 14, 2020

COVID-19 has disrupted school, summer vacations, birthdays, weddings — you name it. It has been equally unforgiving to marketers, whose carefully crafted marketing plans became irrelevant amid store closures, erratic shopping trends, and supply shortages. If there’s one upside to the pandemic, it’s pushing marketers to reevaluate their marketing planning processes.

Marketing 36

Marketing Social Media Customer Centricity Measurement 36

DemandJump

SEPTEMBER 14, 2020

Forecasting is an important component in business success. While you can build a business without this type of analysis in your decision making, you won't be able to develop a clear strategy with excellent ROI. There are different types of forecasting that can be useful in all areas of business.

ROI 85

ROI Marketing 85

Forrester's Customer Insights

SEPTEMBER 14, 2020

Apple’s “Time Flies” keynote will take place tomorrow, September 15, live from Apple Park: [link] I have been following Apple keynotes for many years (since at least 2005) and they often generate irrational expectations for disruptive innovative products. Over the past few years, pundits have regularly questioned Apple’s ability to innovate while continuing to grow […].

2005 36

2005 Innovation B2C Marketing 36

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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