ClientSuccess
APRIL 2, 2021
Guest blog post by Jay Ripton. The business environment is still just as competitive as it was before the pandemic. However, there is less tolerance for ineffectiveness and incompetency in customer interactions and engagement as expectations change radically. You can’t expect buyers to stick around for a brand that doesn’t deliver a seamless and consistent customer experience.
Beyond Philosophy
APRIL 2, 2021
Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast.
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Oracle
APRIL 2, 2021
According to the recent McKinsey report, “ Diversity wins: How inclusion matters ,” there’s a common thread among companies leading in diversity efforts. They use a systematic, business-led approach to diversity and inclusion (D&I) and draw on the following five best practices: Ensure the representation of diverse talent. Strengthen leadership accountability and capabilities for I&D.
SaleMove
APRIL 2, 2021
Tips and Tricks for Outstanding Video Customer Service Experiences. Video is becoming a standard medium for interacting with customers. Between market globalization and social distancing, providing digital customer service via video can add a personal touch to interactions. Video chat offers face-to-face communications with customers from wherever they are located.
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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.
Gainsight
APRIL 2, 2021
Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. Indeed, we even wrote a parody song last year about this (“every client’s like a snowflake”). So when a Customer Success leader, as one of OUR clients, tells us about how different they are, it’s reasonable to be a bit skeptical.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Gainsight
APRIL 2, 2021
At Workday, the CS Ops team has done a phenomenal job of aligning functions, roles, and processes to create quite the scaling machine. I spoke with Kari Ardalan, Senior Manager of Customer Success Scaled Operations, who walked me through how her department succeeds. Like many in CS Ops, Kari found her role unexpectedly. She was a field Customer Success manager with over ten years in CS.
SmartKarrot
APRIL 2, 2021
Role: Director, Customer Success Location: Remote, San Francisco, CA, US Organization: Checkr, Inc. As a Director of Customer Success, you will define and execute on a scalable strategy for driving adoption and growth across the customer base. This includes defining, inspecting and reporting on an operating cadence that enables proactive action. Partner with the executive leadership team to develop and execute account engagement, retention and growth strategies.
Totango
APRIL 2, 2021
Did you know that about 95% of customers read reviews before making a purchase? Or that 78% of customers who read reviews were satisfied with their purchase? Peer-to-peer product reviews are extremely powerful and have become a vital step in helping consumers evaluate and decide on purchasing a product. At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.
SmartKarrot
APRIL 2, 2021
As they say, ‘Change is the only constant.’ And it is no secret that people’s sentiments change too often, especially when they are a customer. With the rampant competition of brands and the prolificacy of customer experiences being served to the customers on a silver platter, it has become critical to check these changes. Thankfully, there is a survey strategy that addresses this issue, with the name of customer pulse survey.
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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
Optimove
APRIL 2, 2021
Some people think that Cinderella is a children’s story or perhaps a metaphor for growing up. But any marketer immediately recognizes it’s a case study in personalization: the Prince was offering the right slipper to the right maiden at the right moment. Happily, modern marketers don’t need to traipse through an entire kingdom on horseback to find their customers.
Gainsight
APRIL 2, 2021
There is nothing better than “geeking out” with fellow CS Ops people. Much like Customer Success five years ago, we’re still figuring out how to define excellence. I’m fascinated by the tactics, the priorities, and the structures, and I know how valuable those insights are to other folks also building CS Ops teams. I spoke with Melissa Allen, Senior Manager of Customer Success Operations at Okta, to learn what brought her to this career and what makes her successful. .
Optimove
APRIL 2, 2021
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, new CRM hack on the importance of cross selling and a deep analysis on the UK supermarket chain, Morrisons. All previous weekly shows All our videos on Optimove’s Youtube channel. B2CRM News: Nike’s Aggressive DTC Moves, H&M’s Sustainability Manifesto.
Forrester's Customer Insights
APRIL 2, 2021
After a period of scrambling many technology leaders are looking to get their technology strategy back on track. Here's how you can do it.
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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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Storyminers
APRIL 2, 2021
The post Sculpting Your Client Experience – The Winning Tactics Podcast appeared first on Storyminers.
5CA
APRIL 2, 2021
The post How a solid relationship between CX and brand strategy can superpower your start-up. appeared first on 5CA.
ShepHyken
APRIL 2, 2021
This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry.
Forrester's Customer Insights
APRIL 2, 2021
The firms that prove most resilient have innovation processes built into their culture and leverage adaptive technology platforms. Learn how you can do this at your firm.
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.
Forrester's Customer Insights
APRIL 2, 2021
I like chatbots. I think they’re neat and hold immense promise. Unfortunately, most of the bots I’ve interacted with haven’t met the bar to be considered “useful.” In fact, I would say a majority of chatbot experiences that both myself and others have are quantifiably “bad,” impeding people from getting the help they need, yet […].
ChurnZero
APRIL 2, 2021
The Ripple Effect of Customer Success Software. When you contain the idea of and responsibility for Customer Success to a single department, it’s like a drop in the ocean. However valiant your efforts might be, the ocean (and your organization) is too big for you to make a transformative impact on your own. To spread Customer Success everywhere, you need to make a ripple.
Forrester's Customer Insights
APRIL 2, 2021
Still jamming leads down a funnel? Buying-group obsession is more likely to achieve growth for demand and ABM. John Arnold explains the mind shift and what teams need to focus on.
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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.
Forrester's Customer Insights
APRIL 2, 2021
Here in New York City, COVID-19 vaccinations are opening to all residents ages 16 and up; the fluttering arrival of warmer weather and easing of restrictions are lifting spirits and drawing locals out to the parks and sidewalk restaurants. As the world gradually starts to recover, marketing leaders are asking a burning question: Are the […].
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