Building a Customer Success Brand Through Proactive Customer Education
Strikedeck
DECEMBER 18, 2020
Vincent Manlapaz, in an interview with Steve McDougal as he shares his insights on why relationships are won or lost during key moments.
Fri.Dec 18, 2020
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What our data is telling us about how retailers can reduce holiday return volume
Talkdesk
DECEMBER 18, 2020
A 10-year acceleration in ecommerce buying driven by the pandemic, in combination with the seasonal spike in gift buying, is about to create an unprecedented volume of holiday retail returns. Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales. Salesforce also forecasts a 30% increase in service demand for the 2020 holiday season.
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Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy
ShepHyken
DECEMBER 18, 2020
This week we feature an article from Joseph A. Michelli , Ph.D., C.S.P., speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. It’s hard to remember those “good old days” before COVID-19. However, I do recall ending 2019 with a very positive outlook on the year ahead.
Birdeye is named a leader in customer experience for the 12th consecutive quarter
BirdEye
DECEMBER 18, 2020
The holidays are here! The weather’s getting colder, the decorations are up, and our presents came early. We’re happy to move forward into the New Year with more than a hundred brand-new awards from G2 under our belt. For the 12th consecutive quarter, G2 has named Birdeye a leader in customer experience management. Birdeye was also named the overall leader in categories like Online Reputation, SMS Marketing, and Live Chat.
The Ultimate Guide to Monetizing Customer Learning
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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.
Kustomer Tops G2’s Leaderboard Throughout 2020
Kustomer
DECEMBER 18, 2020
Built on the premise of excellent customer experience, it’s no surprise that the Kustomer team has been focused on our own customers from the start. Baked into the foundation of our company, our “customer-obsessed” krew is the backbone of our happy clients. As we reflect on the whirlwind that is 2020, one thing is certain: if customer service wasn’t already a top priority, it’s now indispensable for businesses across the globe.
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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Not knowing why customers churn makes it hard to improve sales performance
Hello Customer
DECEMBER 18, 2020
For most companies, 2020 was a major rollercoaster. Some organizations have seen growth in an unexpected way. For many others, it’s been sink or swim. With physical branches closing and opening up again, revenue streams have been quite unpredictable. When your sales numbers have taken a hit, you want to understand where that change comes from. The first step?
2021: Accepting, Embracing and Seeking Change
Chadwick Martin Bailey
DECEMBER 18, 2020
While every new year brings the opportunity to reflect, learn, and look toward the future, this year’s rituals feel especially poignant. As a company, we entered 2020 with a clear vision , and while our grit and resilience were tested, we remained steadfast in our approach. We flexed as needed, and then we forged ahead with focus, agility, and determination—in our commitment to our clients, team-members and communities.
Q&A: Customer Success Study Results Revealed
ChurnZero
DECEMBER 18, 2020
With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today.
The Top 5 CX Podcasts You Need To Subscribe To
Oracle
DECEMBER 18, 2020
CX podcasts are one of the most effective ways to keep your finger on the pulse of the customer experience industry. By offering professionals, thought leaders, experts, and consultants the opportunity to get together virtually and explore trends and technologies through interviews and analysis, podcasts are a direct link to the customer experience energy that keeps CX moving forward.
The Verint Experience Index: Retail
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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
Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger
Calabrio
DECEMBER 18, 2020
This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. The emergence of analytics has been one of the biggest trends of the past decade, providing companies with exponentially better insight into their data.
How Will Customer Experience Change in 2021?
SurveyGizmo
DECEMBER 18, 2020
A webinar with Alchemer CEO, David Roberts, and VP of Customer Success, Ryan Tamminga. Watch the webinar here. On December 16, 2020, Alchemer CEO, David Roberts, and VP of Customer Success, Ryan Tamminga, sat down with Jeannie Zaemes, Director of Growth Marketing, to discuss their predictions for how customer experience will change in 2021. What follows is a summary of the main points, but for the full story you’ll want to watch the webinar.
Call Centers vs Contact Centers: What’s the Difference?
ViiBE Blog
DECEMBER 18, 2020
Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication. However, beyond those similarities, these two communication centers are quite different.
Principle #2: Quality and Access to Service Work Together
Brad Cleveland Blog
DECEMBER 18, 2020
In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is an enabler. When customers wait too long, they will often verbalize their criticisms when they finally do reach an employee. Valuable time is spent apologizing and delivering service takes more time.
11 Tips to Drive Learning Content Consumption
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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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Call Centers vs Contact Centers: What’s the Difference?
ViiBE Blog
DECEMBER 18, 2020
Both call centers and contact centers are critical tools for customer service. Setting up a successful call or contact center is important for ensuring customer satisfaction and for building a brand’s value. Both of these kinds of centers involve the use of phone channels for communication. However, beyond those similarities, these two communication centers are quite different.
Using Product Benchmarks to Gauge Product Performance
Gainsight
DECEMBER 18, 2020
Product engagement, feature adoption, daily active use (DAU), monthly active use (MAU), retention rate, and NPS are just some of the metrics used to evaluate a product’s performance. But on their own, these numbers have little meaning. So how can you use these metrics to determine how well your product is doing? One option is to compare current performance to past performance and monitor changes over time.
Solve your users’ problems with the design-thinking process
Qualtrics
DECEMBER 18, 2020
Use the six-step design thinking process to work on user-centric problems to make better products and create happier customers. You have a problem but you’re not sure what to do next to get to a solution? To know what to do when complex situations come up, you need to understand how it affects people and explore the problem creatively. This is where the design-thinking process comes in.
In Times Of Crisis, Empathy Fuels Loyalty
Forrester's Customer Insights
DECEMBER 18, 2020
In our recent report, “The Myth Of A World After: A European Recovery Perspective,” we outlined how B2C consumption will evolve in post-pandemic Europe. In 2020, consumers have massively and quickly shifted to more local, digital, and environmentally friendly behaviors. We showed how the growing importance of values-based consumption for a minority of affluent consumers […].
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.
SEO knowledge base: Create Google optimized customer service content
Knowmax
DECEMBER 18, 2020
SEO knowledge base: Create Google optimized customer service content.
Principle #2: Quality and Access to Service Work Together
Brad Cleveland Blog
DECEMBER 18, 2020
In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is an enabler. When customers wait too long, they will often verbalize their criticisms when they … Continue reading → The post Principle #2: Quality and Access to Service Work Together appeared first on Brad Cleveland.
Best ways to handle customer complaints
Knowmax
DECEMBER 18, 2020
Best ways to handle customer complaints.
Top 10 Customer Service Trends for 2021
SmartKarrot
DECEMBER 18, 2020
Source. As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever. Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry.
10 Questions to Ask Before Buying an LMS
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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.
Top 10 Customer Service Trends for 2021
SmartKarrot
DECEMBER 18, 2020
Source. As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever. Hence, it is must to update yourself with the new customer service trends that are prevalent in the SaaS industry.
Startup Founders Weigh In on CX Innovation in a COVID-19 Era
Think Customers
DECEMBER 18, 2020
Disruptive companies are designed to, well, disrupt existing industries and business practices. But what happens when companies across the spectrum of industries and sizes are disrupted by a pandemic? At the recent MIT Sloan Retail Conference 2020: Modeling the New Normal , a panel of startup founders shared their experiences adapting to the changes brought on by the COVID-19 pandemic and their outlook on a new retail landscape.
Watch: CRM Hack on Testing Principles, B2CRM Weekly News Update, and CRM Analysis on lululemon
Optimove
DECEMBER 18, 2020
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new CRM hack on testing principles, and a deep analysis on the well-known athletic apparel retailer, lululemon. All previous weekly shows All our videos on Optimove’s Youtube channel. B2C CRM NEWS UPDATE: Jack Harlow & Jonny Cotta Mixing Content and Merch.
The Open CCaaS Advantage Report
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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.
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