Fri.May 28, 2021

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5 Rules for Managing Your Customer Experience in Business-to-Business

Beyond Philosophy

Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

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Customer Success Plans That Rock!

Education Services Group

Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. It’s the chocolate in their cake. Or whatever flavor of cake you like best. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.

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Guest Post: How the Customer Experience is Changing in the Effortless Economy (And What this Means for Retailers)?

ShepHyken

This week we feature an article by Megan Wenzl, the SEO Content Manager at Linnworks. She discusses what retailers need to focus on when it comes to total commerce and the effortless economy.?. Imagine a customer goes online to buy a new pair of golf shoes.? . This customer has multiple options on how she’ll shop for the golf shoes. She can go directly to a retailer’s website, Amazon, or even Facebook to find the perfect pair of shoes for her next round of 18 holes.?

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What Is User Adoption & Strategies to Improve Low Adoption Rates

Totango

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong. The customer’s usage rates are low. They’re not regularly accessing key features.

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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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How to give your customers the human touch (even across digital touchpoints)

BirdEye

Customers are becoming more comfortable than ever making purchases online — but they’re still expecting the same fantastic experiences they receive in person. That means they’re looking for customization, quick responses, and most importantly, the human touch. It’s difficult to provide these experiences when your team never meets your customers in person, but it is possible.

More Trending

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Case Study: How IVALO.COM Doubled Its Customer Retention Rate In 6 Months

Feedbackly

IVALO.COM boosted their NPS by a magical 41% and doubled the customer retention rate only during the time of 6 months. Feedbackly had a chance.

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Better Serve Customers with Conversational SMS

SaleMove

Reach customers with SMS as part of your communication strategy. Glia’s SMS Gateway enables you to achieve a new level of customer dialogue. The post Better Serve Customers with Conversational SMS appeared first on Glia Blog | Digital Customer Service Explained.

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Ready to Expand your Business with Customer Experience Consistency?

Daniel Group

Customer Experience Consistency is the sum of small efforts repeated day in and day out. Name one fast-food restaurant that provides a consistent, superior customer experience. Chick-fil-A is the first one that comes to my mind. Without fail, regardless of where I am, and I travel often, I know that if I stop there, I will receive a smile and hear, “My pleasure.” What would your customers say about what they expect from your organization?

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Better Serve Customers with Conversational SMS

SaleMove

Previously, we discussed how you can make the most of SMS Marketing. This includes turning one-way SMS or text messages into a two-way, actionable conversation. SMS can pay off: studies show that conversational campaigns have a 5x conversion rate, and that customers appreciate timely, personalized communications. Watch our new video, Turn Outbound SMS into Two-Way Conversations , to see how text messages can augment your business and improve your customer communications: .

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The 2023 Verint Experience Index: Retail

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

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PCI Pal Solutions Now Available as a Premium App on Genesys Appfoundry

CSM Magazine

New premium selection allows Genesys customers to implement PCI Pal’s secure payment solutions at optimum pace. PCI Pal – the global cloud provider of secure payment solutions for business communications – has announced its secure payment solutions are now available as a premium Client Application on Genesys AppFoundry. With this new premium classification, PCI Pal is now available natively within Genesys Cloud as an Interaction Widget.

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How Housing Associations can transform customer service in 2021

Eptica

Date: Friday, May 28, 2021 Author: Pauline Ashenden - Demand Generation Manager How Housing Associations can transform customer service in 2021. Published on: May 28, 2021. Author: Pauline Ashenden - Demand Generation Manager Customer satisfaction is a key metric for Housing Associations – and the focus on customer service is increasing post-pandemic.

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Difference Of Outsourcing Philippines Vs. India’s BPO Sector

Magellan Solutions

Difference when choosing to outsource work to philippine over India. The outsourcing industry in the Philippines is the economic lifeline for the entire Southeast Asian countries. BPO companies in the Philippines employ more than 2 million people. This serves as the biggest boost to the Philippines economy along with foreign exchange remittances. As a result, this tiny island nation is posing as a strong competitor to established global BPO players such as India.

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How To Improve Employee Performance In 10 Steps

SurveySparrow

The success of any organization lies in the performance of its employees. All organizations across the world are concerned about Employee Performance. They are the cornerstone of your organization and are crucial to an organization’s productivity. So it goes without saying that Stellar Employee Performance is the enabling factor that keeps your business moving forward.

Culture 52
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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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Overcoming the Threat of Digital Ad Fraud Featuring Mike Zaneis and Sam Mansoor: Experience TV Episode 11

Oracle

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.

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How to Build a Customer-First Strategy

SmartKarrot

Even though you use all your resources to tame and fame a business, it is the customers who are in charge of your business, at the end of the day. Customers today dictate how you as a brand, should shape your sales funnel, initiate new marketing efforts, and revamp your customer experience. Some of the old adages in the customer success niche include ‘ Customer is always Right ’, ‘Customer is the King’, ad ‘Customer comes First’.

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Alchemer University Improves Your Export Game

SurveyGizmo

Two New Alchemer University Classes Make Exporting Data Easier . By Alli Milne and Andrew Sturtz. When you need to export survey data from Alchemer, how you export it can save you a lot of time before your final analysis. While reports provide an aggregated view of the data, along with ways to visualize the data (such as charts and summary tables), exports provide a raw form of the data.

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Customer Success for Service Companies

SmartKarrot

All businesses seek to deliver value to customers. The main point is to keep promises and empower customers to meet goals. Customer success is a long-term requirement that drives value across operations. Customer success strategies are now made compulsory for improving the customer relationships. For a service company, the focus is on being open and true with customers, renewals, upsells, keeping communication safe, and looking out for churn.

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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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Building your Digital Customer Success program: (a new take on) mapping out the customer journey

inSided

Welcome to the third post in our new series, This is Digital Customer Success where we set out to get clarity on all things Digital CS. In our first post, we started off by defining Digital Customer Success and explained how it’s different from “traditional” Customer Success. Last week, we dove into the core components of Digital Customer Success. Now, it’s time to get down in the trenches.

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How to Generate Sales Through Customer Feedback

Feedbackly

In this digital age, when there are many online platforms for customers to review businesses, feedback can be both an asset and a liability.

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Watch: CRM Hack on Marketing Plan Objectives and Principles and our B2CRM Weekly News Update

Optimove

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, and a CRM hack on marketing plan objectives and principles. All previous weekly shows All our videos on Optimove’s Youtube channel. B2CRM News: Snap, the electric Ford F-150, and the world’s top 50 influencers.

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How to User Test Your Product for Any Phase of Development

Centercode

These quick user testing insights will help you identify which types of tests will deliver actionable, real-world-driven recommendations that increase product success.

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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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Why You Need to Engage New Users Even After Product Launch

ChurnZero

If your goal is to keep your customers loving your product long term, you need to engage new users even after your customer spreads its wings and goes live. Customer dynamics constantly change. Teams grow and employees come and go, which means your product users do too – for better or worse. To avoid drop-offs in product adoption, you need to always be aware when new users join your customer’s team.

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Best Platforms to Manage Your Customer Services

CSM Magazine

Social media has become an integral part of our daily lives as we use it in a wide range of functions. For instance, businesses now use social media as a marketing tool in many aspects, like elevating the company’s customer service. But for this aspect to become beneficial, you have to use it properly. Using your brand’s social media profiles means you will be performing customer service there too.

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Innovations in Customer Success Technology

CustomerSuccessBox

A Saas business which has already evolved itself to bring in a Customer Success Software integrating it with Subscription Management, Support, CRM and product usage data knows exactly- “What is the secret to Saas growth”. Now that involves two main essential activities- Retaining Customers and Upsell to consumers. Subscription Economy is rewarding for those who Retain and Upsell to their customers.

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Amazon’s MGM Acquisition: A Deal About Talent, Not Titles

Forrester's Customer Insights

As the over-populated streaming video landscape continues to expand, Amazon is vying to keep its top tier ranking by buying MGM for $8.45 billion. While MGM’s library isn’t worth the premium price Amazon is paying, the talent behind the screen is the real deal. The main reason for this acquisition is simple: to enable Amazon […].

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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