Help Scout
MAY 12, 2021
Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.
GetFeedback
MAY 12, 2021
Learn why earning a customer service certification will benefit your business and find organizations offering training and certifications.
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Alida
MAY 12, 2021
Voice of the customer (VoC) and customer experience (CX) initiatives are becoming more important every day. As customer expectations skyrocket and buying behaviors turn on a dime, companies are tasked with keeping up—something nearly impossible to do without some level of insight into what customers want and are expecting.
ShepHyken
MAY 12, 2021
During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If you’ve been following my work, you already knew that.). In the speech, I’ll ask audience members to share an example of when they created that experience.
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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.
Education Services Group
MAY 12, 2021
TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. With so many impressive sessions and speakers, it was hard to choose which to attend each day!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Lithium
MAY 12, 2021
"CX leaders who can’t prove their value to the business will find themselves on the street. Those who do keep their jobs will do so by ensuring that their metrics and measurements relate to what matters most: KPIs with a dollar sign in front of them.” - Harley Manning, Forrester Research. It’s no secret that those who have stepped foot in the newly chartered customer experience (CX) arena are feeling the pressure to show the proof in the CX pudding.
Magellan Solutions
MAY 12, 2021
Outsourcing dental answering service and more for the healthcare industry. The healthcare industry matters the most in these times. And we, as a company serving the people, guarantee quality service for: Doctor’s Offices. Patient issues are not limited to a certain time frame. We are an extension of the medical industry. Because of this, we understand your mission.
5CA
MAY 12, 2021
At 5CA we believe the CX that we offer is superior because it’s fan-made. We think it’s better for the customers of the businesses we partner with, but we also think it’s better for our clients’ own bottom line. And we can prove it. Let’s take a look at how fans of brands can make a difference to your ROI.
Ascribe
MAY 12, 2021
EU Clients can fully leverage Ascribe’s leading verbatim analytics platform through the new EU based data center, built with the highest standards of security and privacy. CINCINNATI, Ohio, May 12, 2021. Ascribe, a global verbatim analysis software and service company, announced that it has expanded operations in the European Union with the addition of a new data center based in Germany.
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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
LoyaltyPlus
MAY 12, 2021
Anew concept, cargo loyalty, has emerged within retail and related marketing, and all evidence suggests it is already helping to lift the ailing aviation industry off its knees. Leading independent customer relationship management company, LoyaltyPlus, says aviation has taken a serious hammering from the global COVID-19 pandemic and is looking at various ways to encourage business.
Forrester's Customer Insights
MAY 12, 2021
Retailers and brands have offered chat for years, but recently it has gained traction thanks to new technology advancements and consumers’ overall comfort using chat. Forrester’s Consumer Technographics® shows that 42% of US online adults said that it was important for retailers to offer live online chat on their websites, up significantly from 27% in […].
Qualtrics
MAY 12, 2021
The global pandemic changed the way we interact with each other – and with brands. Driven by emotional and transactional needs, consumers across the world have demonstrated their values – and indicated their plans for the future. Read on for top-level insights from our 2021 Global Consumer Trends Report. We spoke to nearly 18,000 people across the globe to understand not only what changed last year, but what we can expect for the future.
Forrester's Customer Insights
MAY 12, 2021
Everyone knows that trust is critical to success, and in the next decade, it will take on even more importance. Few companies view trust between their customers, employees, and partners as an asset they can deliberately build and enhance to maximize performance, however, and few are prepared for the new patterns of trust that are […].
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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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Qualtrics
MAY 12, 2021
How can you put people at the heart of your design decisions to elicit an emotional response about your products, services, brand, or workplace? Our guide to experience design will help you understand how an outside-in approach can help you get the perspectives you need to design the experiences people want next. What is experience design? Experience design is an approach to creating experiences for people that: Solve a problem.
Grade.us
MAY 12, 2021
Reading Time: 9 minutes. Research says 70% of customers will leave a review for your business if asked. This is great news, but it’s also a challenge. If you’re like most people, you’re probably wondering why. It’s easy to forget to ask for reviews! You’ve spent a significant amount of time pursuing a lead, closing the sale, and delivering your product or service.
Qualtrics
MAY 12, 2021
How can design research principles of being curious about your target market and learning what they need give you the ultimate edge in creating the best customer experiences? What is design research? Design research has become more important in business, as industries move towards designing high-quality customer experiences. How can companies create truly valuable products and services that focus on the customer and provide value that enhances their experience and lives?
dscout People Nerds
MAY 12, 2021
Chris Geison walks us through the distinctions between “strategic research” and “research strategy” to unpack how the latter is the key to improving team bandwidth and securing a seat at the table.
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.
The DiJulius Group
MAY 12, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group answers this question: Why do companies like Apple, American Express, Tesla, Chick-fil-A, Starbucks, Amazon, Southwest, and Zappos always outperform the rest of their industry regardless of the economy? It is the service, stupid! Today, discover how one company increased revenue to over $2 million a month.
SmartKarrot
MAY 12, 2021
Role: Director of Customer Success – Resware Location: Austin, TX, US Organization: Qualia As a Director of Customer Success, you will be responsible for leadership, management, and accountability for the Customer Success team. Define and drive successful customer success outcomes including lifetime value, referencability, and other recommended metrics suitable to the product and industry.
Beyond Philosophy
MAY 12, 2021
Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year?
Gainsight
MAY 12, 2021
Gainsight’s Chief Customer Officer, Kellie Capote, recently had a chance to join Amanda Schmidt, VP of Customer Success at PandaDoc, Customer Success Evangelist, Dan Steinman, and Bryan Plaster, Founder and CEO of CompleteCSM, for a candid conversation on how to handle the complex scenario of having a “green” customer churn. And best practices to help avoid it in the future.
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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.
inSided
MAY 12, 2021
Welcome to our new blog series – This is Digital Customer Success. In this series, we’ll talk about what Digital CS is, what’s required to build a Digital CS program, team structure and responsibilities, metrics, and so much more! This week, we’re starting at the very beginning: What the heck is Digital CS and how is it different from “traditional” CS?
Forrester's Customer Insights
MAY 12, 2021
Our society is coping with unprecedented challenges. Your customers, employees, and partners are all facing growing uncertainties and concerns, such as: income inequality and job insecurity, social unrest, and misinformation and disinformation. Meanwhile, systemic risks like climate change, pandemics, and global recessions have wrought significant health, safety, and financial impacts.
Hallmark Business Connections
MAY 12, 2021
It might sound shocking, but many marketers have shut out or deprioritized up to 73 million potential customers. Who are these unicorn consumers who represent 70% of the total addressable market? Baby Boomers. And for many companies, they’ve been relegated to the back burner in favor of a younger demographic. Why? Perhaps because they’re known for being fiercely brand loyal and rather unmovable, which has made them tough nuts to crack — until now, that is.
DemandJump
MAY 12, 2021
If you're not properly optimizing your blog content for SEO, you're missing out on thousands of potential website visitors.
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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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