ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. .

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Customer Service Training Leadership Feedback Customer Service 130

Zeisler Consulting

DECEMBER 22, 2021

I was flying home to Denver a few months back from a business trip. It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. It was a mechanical issue, not weather, so we were a flight that was alone in its circumstance.

Airlines 93

Airlines Travel Connections Customers 93

One Millimeter Mindset

DECEMBER 22, 2021

As you and I enjoy the remaining days of 2021, I offer you these three tips to reflect on as we move one millimeter forward together into the new year. Cut yourself some slack. Do you realize your inner critic holds you back instead of allowing you to move one millimeter forward towards where you really need to go? Is that critic (still) telling you that you are not perfect?

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2021 Presentation Workshop Innovation 89

Think Customers

DECEMBER 22, 2021

In the face of the Great Resignation, industries across every sector are faced with a harsh reality: give your employees a healthy and productive work environment or they will leave you. And the contact center industry is not exempt. With several outsourcing contact centers in 2021 reporting training class rates as low as 20% and above average stress levels , it’s no longer a question of how does the industry recruit quality employees, but how does it retain them?

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Contact Center 2022 Government Interaction 52

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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.

Customers

SAP Customer Experience

DECEMBER 22, 2021

The majority of speakers at this year’s BPI Forum returned to a consistent theme: transparency and rapid insights are essential requirements for modern organizations. In a rapidly changing business environment, where customers are newly empowered by technology of their own, a basic level of customer service is no longer enough.

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Customer Service Customers Insights Technology 61

Knowmax

DECEMBER 22, 2021

The post 5 benefits of knowledge base tools for customer service appeared first on Knowmax.

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Customer Service Customers 98

SAP Customer Experience

DECEMBER 22, 2021

Revenue Growth Management Learn about the vision for SAP Revenue Growth Management. Register Wednesday, January 19, 2022 11:00 AM – 12:00 PM ((UTC-05:00) Eastern Time (US & Canada)) What CPG growth challenges & questions can revenue growth management help address and what is the SAP vision for RGM ? In.

Consumers 62

Consumers Management 2022 Customer Experience 62

CustomerSuccessBox

DECEMBER 22, 2021

Quarterly Business Review (QBRs) are important touchpoints between you and your customers. If done right, they present an excellent opportunity for you to prove your commitments towards your customer’s success. Since Executive Sponsor is the ultimate decision-maker who signs the deck, it becomes more powerful if you’re able to make him attend. However, Most often the onus lies on the shoulder of the Customer Success Manager (CSM) to get the Executive Sponsor to attend the meeting.

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Definition B2B Document ROI 52

Zonka Feedback

DECEMBER 22, 2021

Today, almost every business owner is associated directly or indirectly with customer feedback to improve products, services, or enhance other business areas. SaaS organizations or digital service providers like ecommerce store owners seek feedback directly not only to optimize their digital services but also to enhance users’ web experience. Thus, businesses have started setting up NPS surveys on their website and seeking feedback directly to learn nooks and crannies on the website and optimize

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NPS User Experience Feedback Customers 52

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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

Retail

inSided

DECEMBER 22, 2021

Phwoar.

Definition 52

Definition Customer Success Engagement Customers 52

SmartKarrot

DECEMBER 22, 2021

As digital transformation accelerated in 2020-2021, companies have invested heavily in their customer success (CS) teams. For example, more than 50% during the pandemic have a mature CS function, older than three years, and companies brought a sharper focus on retention, adoption & expanding segments where the churn rate was lower. However, there’s also a shift in CS priorities as we move forward and the SaaS landscape evolves.

Customer Success 19

Customer Success 2022 Leadership 2021 19

Pink Guava

DECEMBER 22, 2021

Success and Growth in 2022 through "Empathy" The year 2021 is drawing to a close. In retrospect, 2021 had been the year of reckoning as we were dealing with living with the pandemic. Vaccination and work started opening, but many dynamics have changed. Health is a priority, and we started embracing technology more. Digital learning, business, marketing, connecting with peers, customers, and employees have undergone a shift with the pandemic.

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Customer Journey Mapping 2022 2021 Culture 17

Heart of the Customer

DECEMBER 22, 2021

Last week, I posted my prediction that 2022 will be The Year of Data Integration. So this week, as we prepare to tie a bow on 2021, I want to draw your attention to a handful of posts from earlier this year by Heart of the Customer CTO Shawn Phillips. They offer insights on CX […]. The post ICYMI, Part I: 2021 Tech Roundup appeared first on Heart of the Customer.

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2021 2022 Insights ROI 78

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Measurement

ReviewTrackers

DECEMBER 22, 2021

Social Media 123

Social Media 123

Zonka Feedback

DECEMBER 22, 2021

A customer who is willing to promote a brand has a lifetime value that is 600%-1400% higher than the one who is not. Therefore, as a business, your focus should be on improving experiences to a point that customers are encouraged to talk positively about your brand. And though this is a common goal that most businesses share, it becomes easier if you have a definite data set to measure success against.

Net Promoter Score 52

Net Promoter Score Measurement NPS Definition 52

Gainsight

DECEMBER 22, 2021

[Caveat emptor: I write this to share gratitude, but I also recognize that I am very fortunate in so many ways; many people are struggling.]. Like many people, I am a creature of routine and habit. I have the same lunch every day (plain oatmeal with blueberries). I try to go to bed by 10 pm and wake up by 6 am every day. I play golf every Saturday morning.

2008 52

2008 2021 Entertainment Measurement 52

Zonka Feedback

DECEMBER 22, 2021

Common feedback survey distribution methods, such as email, SMS, web link, mobile app, website, etc., have been around for a while. But businesses are now increasingly using QR code surveys to collect feedback on the go and bridge the gap between the physical and digital worlds.

Feedback 52

Feedback Management 52

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.

Customer Insights

Centercode

DECEMBER 22, 2021

After 2020 and a year defined by upheaval, 2021 has been all about recovery and progress: shedding what doesn't work, strengthening what does, and reimagining possibilities in a world with a new outlook and new demands for the future.

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2021 2020 52

Vanilla Forums

DECEMBER 22, 2021

They say you never know what a new year is going to bring; this has never rung truer for the team here at Vanilla Forums. Not too far into the year for us, we were acquired by Higher Logic. I’ve been through my fair share of software acquisitions, and if you have also then you’ll know it can often bring a certain degree of uncertainty to the future and direction of the product.

2021 52

2021 52

Centercode

DECEMBER 22, 2021

The end of the year can mean a lot of things. While at home it's about decorating, cooking mountains of food, or reuniting with loved ones, the end of the work year is about looking back at everything you've accomplished — and looking forward to what's around the corner.

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Forrester's Customer Insights

DECEMBER 22, 2021

Gen Z schools America once again. 23-year old Peter McIndoe from Memphis started a movement that went viral: Birds Aren’t Real. The movement propagated a conspiracy theory that the US government replaced all birds with drones sent to spy on its citizens. The movement drew thousands of followers, including 75K on Twitter, 360K on Instagram, […].

Government 49

Government Advertising B2C Brands 49

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Information

CustomerSuccessBox

DECEMBER 22, 2021

CustomerSuccessBox is aware of ongoing security issues related to open-source Apache “Log4j2”. We know that you rely on CustomerSuccessBox security measures for your data confidentiality, integrity and availability. Once this vulnerability became aware of this vulnerability, CustomerSuccessBox began an internal review of all our software and infrastructure to determine potential impact.

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Events Measurement Technology Information 52

Forrester's Customer Insights

DECEMBER 22, 2021

When did you join Forrester? I began my latest career adventure with Forrester in November, 2021. The Forrester “Bold at Work” values will be core drivers for my research with the intent of enabling clients and technology vendors to also be “bold at work”. Together, we’ll accomplish great things. I have always focused on delivering […].

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Technology 2021 49

UserIQ

DECEMBER 22, 2021

Any health score dashboard will tell you when an account's score goes up or down.

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Knowmax

DECEMBER 22, 2021

5 Benefits of a customer-facing knowledge base tools.

Customers 52

Customers 52

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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.

Customer Engagement