Mon.Feb 28, 2022

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5 Top Customer Service Articles of the Week 2-28-2022

ShepHyken

Each week I read many 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. It’s Time to Change How We Build Companies & Brands by Chris Malone. (Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships.

2022 69
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4 Price Myth Busters

The DiJulius Group

What is a price myth buster? It is the false assumption of industries, companies, leaders, and their employees that they are losing existing and potential customers due to lower prices. The following are four excellent examples of price myth busters. Price Myth Buster #1 Don’t ask the Customers what they want, give them. Read Full Article. The post 4 Price Myth Busters appeared first on The DiJulius Group.

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How can live chat integration with co-browsing improve CX?

ViiBE Blog

ViiBE Blog How can live chat integration with co-browsing improve CX? Anna Gorina February 28, 2022 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Download now Live chats are confidently becoming an essential tool for any digital business. Nowadays when digital channels are no longer supplementary tools for business but their main means of development, it is getting particularly important to provid

2021 52
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What is a good Net Retention Rate in SaaS?

CustomerSuccessBox

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. Ultimately, the purpose of generating revenue is what gets you in the business loop. Let’s look at some of the best net retention rate and how they are doing good at it.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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10 Ways Bulk Rock Salt Suppliers Can Give Great Customer Service

CSM Magazine

When you are a bulk rock salt supplier, customer service is key. If you want to keep your customers happy and coming back for more, you need to provide impressive customer service. In this article, we will discuss ten ways that you can give great customer service to your customers! 1. Be available. The first way suppliers can give great customer service is by always being available.

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Six Ways Deep Learning Is Changing the Way We Do Customer Service in 2022

CSM Magazine

Matt Payne of Width.ai takes a look at six deep learning based tools that are changing the way customer service is done in 2022. Providing efficient and quality customer service is one of the most important business practices you can do in the modern business world. Businesses are constantly working to improve the different areas where they interact with the exact people who push their business forward, and ensure that they feel important to the business.

2022 52
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Can you solve the experience gap in your processes?

SAP Customer Experience

Delivering a bad experience can have severe financial consequences for a business. Yet, it is easy for things to go wrong as experience and process flaws are often disconnected. Being able to understand the experience behind a process with journey to process analytics is a true game-changer. The experience gap.

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From Product to Experience: The Importance of Brand Touchpoints

Blueshift

The modern customer is more attracted to a brand that understands their needs, appeals to them on a personal level, and delivers high-quality experiences. Even though product and price continue to be important buying factors, in order to engage with customers, brands should also focus on delivering great experiences. The post From Product to Experience: The Importance of Brand Touchpoints appeared first on Blueshift.

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Protected: Top 5 Reasons Your Customer Feedback Program Won’t Result in Real Changes

Daniel Group

This content is password protected. To view it please enter your password below: Password: The post Protected: Top 5 Reasons Your Customer Feedback Program Won’t Result in Real Changes appeared first on The Daniel Group.

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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.

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CCaaS Hits an Inflection Point

Forrester's Customer Insights

Rapid uptick in customer adoption With particularly good reasons and with great intentions, contact centers have been one of the last domains within companies to move their core technology to the cloud. As a critical customer facing function, contact centers have so much at stake that it makes sense for them not to take chances […].

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Your Step-by-Step Guide to Lowering Your Customer Churn Rate

Kapta Customer Success

Customer churn is an essential metric to track for any organization in any industry. It not only gives you insight as to when and why customers are leaving your organization, but it also helps inform future decisions you’ll make for your business. In this guide, we will cover every aspect of churn from what exactly it is, how to track it, how to reduce it, and how to manage churn.

Metrics 98
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The Right Approach to Measure Product Stickiness

SmartKarrot

Every B2B SaaS company wants its product to have a good user engagement. But, a few of the companies are guilty of not conducting enough research to check whether the users find it interesting. Hence, ultimately the B2B product fails big in the market, and it ends up being a laughing stock in the eyes of your competitors. To avoid such a predicament, it is imperative to not only develop a great product but also ensure that users engage with that product effectively.

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What the Russia-Ukraine war could mean for the supply chain

West Monroe

The COVID-19 pandemic forced business leaders to anticipate volatile global conditions to manage their supply chains. The trend of supply chain leaders serving as fortunetellers sees no signs of slowing with the geopolitical crisis unfolding between Russia and Ukraine bringing another round of supply chain disruptions—with ramifications especially for industrial and consumer brand owners.

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The Open CCaaS Advantage Report

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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How the Pros Run Their Beta Programs

Centercode

So you want to run a beta program — and we're stoked for you! Whether you got here after running a handful of beta tests on your own, or your boss handed the task over to you, the insights you get from beta testing open the door to an incredibly enriching world of customer knowledge and product insight.

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Putting your customer health scores to work

inSided

Welcome to another week of Burn the Churn ! This week, we’re starting a new phase of our Customer Health Challenge: endurance. We’ve been building up to this moment, setting our foundation and focusing on our core muscles. Now, it’s time to build our stamina and implement these tips consistently.

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Top 10 Tips for Creating a Successful B2B SaaS Podcast

SmartKarrot

Podcasts are the new hotcakes that attract listeners and stay with you forever. For B2B marketers, podcasts are the latest marketing tools that leverage multimedia content to educate and engage audiences. Businesses of all sizes – from startups to Fortune 500 companies – leverage podcasting to engage their target audiences. According to a recent LinkedIn study, podcasts are a useful and underutilized medium for B2B marketers.

B2B 10
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Take These Steps To Prepare For And Handle The Cybersecurity Effects Of The War In Ukraine

Forrester's Customer Insights

CISOs and their teams in Europe and worldwide are either already experiencing cybersecurity impacts from the war in Ukraine and the sanctions imposed on Russian and Belarusian actors – or they soon will. If you haven’t already, here are the cybersecurity-related steps to take right now, plus some pitfalls to avoid: At the risk of […].

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Feb 28 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success Location: Remote, United States Organization: Bidgely As a Director of Customer Success, you will be acquiring a deep understanding of the energy market and how Bidgely can play a disruptive role in creating a more energy-efficient future. Being a business owner balancing customer goals, revenue, and margin in both implementation and post-launch projects.

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Here’s How To Update Your Risk Management Posture Given The War In Ukraine

Forrester's Customer Insights

Risk management leaders in Europe and worldwide are already being impacted by the war in Ukraine and the sanctions imposed on Russian and Belarusian actors. Forrester analysts provide their guidance in this post.

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3 Ways to Make Customer Experience Governance Work for You

InMoment XI

Whether you’re just getting started on your customer experience (CX) initiative or hitting pause to see how things are going, the term “ customer experience governance ” is probably something you hear your team bring up all the time. You probably also already know that customer experience governance refers to the system that sends insights to where they need to go and that holds certain team members accountable for different aspects of your initiative.

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Build Your Emerging Tech Muscle

Forrester's Customer Insights

Firms are striving to become future fit to win in an environment of political, economic, competitive, and technology uncertainties. One key trait that differentiates future fit firms from the rest is their willingness to be technology innovators. They rank evaluating and experimenting with emerging technology as a top tech executive priority. In Forrester’s Q3 2020 […].

2020 26
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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How to Use Slider Scale in Surveys: The Only Guide You’ll Need

SurveySparrow

So you want to know how to make a slider scale work for your survey? We’ve got you covered. In the following article, you will learn about. What’s a sliding scale? How to make one (with an example using SurveySparrow). Types of slider scales. The advantages and disadvantages of using slider scales. What’s a sliding scale? To answer this question, let’s first understand what goes into a slider.