Wed.Mar 23, 2022

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Understanding “The Great Resignation” and Brands’ Own Role in Creating It

InMoment XI

The news media has been rife this last year or so with stories of The Great Resignation—an unprecedented tidal wave of job market churn that has seen millions upon millions of employees quit their jobs. As with most topics related to employment and the economy, the finger-pointing over who and/or what’s behind this phenomenon has been incessant… and loud.

Brands 493
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Everything You Need to Know to Turn Customers Into Brand Ambassadors

Kustomer

In a crowded marketplace, where consumers are often bombarded with marketing claims made by brands, it can be difficult for them to know who to trust. In these situations, many turn to their peers for recommendations or advice. Recent research carried out by Kantar found friends and family to be the most trusted source of recommendations in all age groups.

Brands 98
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Three Tips to Fire Up Your Customers to be Your Best Sales Force!

Daniel Group

Three Tips to Fire Up Your Customers to be Your Best Sales Force! At The Daniel Group, we are learning more and more about referral activity in the B2B world, and we now have three tips to help you increase your referral activity and fire up your customers to become your best sales force. My own Google research revealed that there are about 25 times more resources to “fire up your B2B sales force” (3.2 billion results) than there are for getting “getting referrals in B2B sales&

Sales 105
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Are You Experiencing A Great Professional Recalibration? You Should Be.

One Millimeter Mindset

There is a great professional recalibration going on. Are you experiencing it? If not, you should be. Let’s explore together, shall we? By now, you are reading plenty about the Great Post-Pandemic Resignation. This phenomenon primarily is a response to employer mandates focused on a 100% return to the office, ending many pandemic-based initiatives. Plus, some of you tell me that your employer has moved headquarters.

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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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Good Habits Are Just as Important as Talent and Skill

ShepHyken

I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg. He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. At the top of the list was being on time. . I’ve seen lists like this before. They include being on time, having a good work ethic and a positive attitude, doing more than expected, and more. .

Books 125

More Trending

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Let’s be GREAT out there!

Bill Quiseng

“People need to be reminded more often than they need to be instructed.” Samuel Johnson. In the 1980s TV police drama series, Sgt. Phil Esterhaus, portrayed by Michael Conrad, cautioned his officers at the end of roll call with “Let’s be careful out there” When I was GM at The Henry Dearborn-Autograph Collection, Dearborn, MI, one of our senior sales managers ended their daily morning stand-up meeting with “Let’s be safe out there” But I told them

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Three important words

Zeisler Consulting

I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to make it more so for us. My original comment was that, gee, it’s interesting, it seems, that every hassle I go through somehow or another always ends up benefitting them (by, for example, making their marketing to me more streamlined…again, for them ).

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4 Ideas to Increase Credit Union Membership

Comm100

As financial institutions emerge from the disruption of the pandemic, credit unions find themselves in an interesting position. By all available metrics, this is a period of unprecedented growth for credit unions around the world. The World Council of Credit Unions recently reported a 29% global growth in CU membership year-over year. With such growth, partly driven by raised bank fees, comes great opportunity to expand membership.

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Three important words

Zeisler Consulting

I wrote a while back about how a big-box home improvement retailer made it less convenient for military folks to receive their in-store discount, while saying the purpose was to make it more so for us. My original comment was that, gee, it’s interesting, it seems, that every hassle I go through somehow or another always ends up benefitting them (by, for example, making their marketing to me more streamlined…again, for them ).

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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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Free Webinar: Building a Seamless Omnichannel Strategy

CSM Magazine

Are you providing your customers with a range of engagement channels that satisfy their desires? If not then you organization is failing in a critical piece of today’s customer experience puzzle, and it’s costing you your customers, your reputation and your revenue.

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4 Clear-Cut Compensation Models for CSMs

Education Services Group

It’s really easy to get tangled up in the nitty-gritty when you’re building a new compensation plan for your CSMs. There are so many questions to answer. If you own renewals or expansions, which revenue goals make the most sense for CSMs? How do you tie your team to a meaningful revenue metric if you don’t? Should you focus on lagging or leading indicators ?

Metrics 52
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[Podcast] Empowering Your Audience by Breaking Down Barriers

Lithium

In the digital age, brand marketing and customer support are proving to be a strong partnership in sharing and understanding what customers want. If there is something to be learned from today's guest, it’s that all organizations can benefit from simply talking to their customers. In this episode, we speak with Mary Taylor , ( ) Community Manager at Intel, about enabling and rewarding open dialogue for deeper customer engagement and return on investment.

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Why it's time to reset our expectations about brand loyalty

MyCustomer

Loyalty Why it's time to reset our loyalty expectations.

Loyalty 101
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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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Reinventing airline cargo loyalty with LoyaltyPlus Frequent Freighter

LoyaltyPlus

Just like so many other sectors, the COVID-19 pandemic has had a massive negative impact on civil aviation. In 2020, less than 50% of passenger seats were offered due to restrictions. The journey to recovery will be a long one. The saving grace for airlines has been the growth of cargo. The numbers show that in 2021, a significant global restocking drive saw a 13.1% growth in Cargo Tonne Kilometres (CTKs).

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Customer Success Agenda VS Customer Success Objective

CustomerSuccessBox

As a Customer Success Manager , your main goal is to ensure that your customers have a great experience. And to make sure that your customers get the maximum value out of your product. While a day in the life of a Customer Success Manager (CSM) is imaginably packed with a lot of meetings with customers. It becomes undoubtedly important to make sure that the meetings with customers are always performed in a smooth and goal-oriented manner.

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How To Create Effective Troubleshooting Flowcharts For Customer Service?

Knowmax

The post How To Create Effective Troubleshooting Flowcharts For Customer Service? appeared first on Knowmax.

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Planning a B2B hybrid event this year? Seven critical considerations

Forrester's Customer Insights

Hybrid is very much in vogue as marketing leaders look to develop an event mix which delivers audience flexibility, digital insight and improved engagement. Indeed, in a survey we ran late last year, 58% of respondents agreed that all flagship events would be hybrid within 24 months. But while there are many compelling reasons to […].

Events 49
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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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Managing customer feedback in real time

Brad Cleveland Blog

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. This video explores what it takes to respond to feedback as it happens, the tactical aspect of managing customer feedback.

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Attract the Right Candidates by Building and Defining a Strong Company Culture: a Netflix Case Study

Customer Bliss

Treating customers with dignity and respect starts with treating employees the same way. Employees need to feel it, experience it, and receive it themselves. The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Furthermore, in the wake of the “Great Resignation,” companies in every industry are feeling upheaval.

Culture 139
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What Should My Content Pillars Be?

DemandJump

Search engine optimization (SEO) is the name of the game when it comes to creating and publishing content online. Without building your content to optimize SEO—especially using high-value keywords and phrases, topics, and questions—it will most likely not reach the first page and, therefore, your audience. Over 90% of content gets zero traffic from Google !

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Mar 23 – Customer Success Jobs

SmartKarrot

Role: Global Customer Success Director Location: San Francisco, CA (On-site) Organization: Peeple Inc. As a Global Customer Success Director, you will manage a fast-growing, global team of Customer Success Managers. Develop and deploy strategies, action plans, and playbooks to improve NPS, product engagement, and customer retention outcomes. Lead team in the development and achievement of quarterly OKRs and Key Performance Indicators.

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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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What Makes a Good Pillar Page?

DemandJump

To understand SEO pillar strategy, it’s best to start with some well-known imagery. You can probably picture a few famous buildings with pillars. Think of the Lincoln Memorial in Washington, D.C., or the ancient Parthenon building in Athens, Greece. These two buildings have numerous pillars, each load-bearing and built with the same purpose in mind: sharing and supporting the weight of the entire structure.

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From Idea to Fruition: Manage Your Product Lifecycle More Efficiently

Gainsight

In the ideal world, you would release a product, it would be an instant hit, and customers would purchase it forever. Unfortunately, that’s rarely—if ever—the case. Selling the most products and getting the best business outcomes starts with a smart approach to product lifecycle management. The Importance of Product Lifecycle Management. In case you’re unfamiliar with the concept, product lifecycle management is the process of overseeing a product across all stages of the product lifecycle , inc

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Is a Pillar Page a Blog Post?

DemandJump

When it comes to marketing your business, if you’re not on the first page of search engine results (especially Google), then you don’t exist to the 88% of people who begin their research online.

Blog 98
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10 Practical and Easy Ways to Improve Customer Responsiveness in 2022

SmartKarrot

It is known that COVID-19 transformed how businesses worked. The economy opened up, and customer communication dynamics revamped. Businesses today need to be open and responsive to customers. There is a need to communicate and be as transparent as possible. Customer experience is an agreed-upon differentiator for businesses. A huge part of customer experience is how responsive the business is.

2022 11
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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