Totango

SEPTEMBER 11, 2020

For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, “The customer is always right.” However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. .

Customer Engagement 81

Customer Engagement Engagement Customers Communication 81

BirdEye

SEPTEMBER 11, 2020

The global pandemic and resulting shut down caused by COVID-19 has changed everything. At the individual level, people’s lifestyles have changed dramatically, including their values and purchasing decisions. What are the implications of changing consumer behavior for businesses as they adjust to the “new normal?”. BirdEye works with over 60,000 businesses of all sizes–and across all industries–which gives us a unique viewpoint into how businesses are evolving to adapt to the rapidly changing bus

Healthcare 98

Healthcare Automotive Financial Banking 98

ShepHyken

SEPTEMBER 11, 2020

This week we feature an article by Steven Van Belleghem , author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations. This is a turning point. The world is at a turning point. Not just because of COVID-19. The pandemic merely accelerated a number of trends that were already emerging.

Customer Experience 128

Customer Experience Customer Confidence Customer Centricity Customer Expectations 128

Hello Customer

SEPTEMBER 11, 2020

For many companies, the customer service desk is the beating heart of customer interactions. No matter the industry you’re in, your customer service desk needs to be reliable, agile, and solution-driven. Still, it is often seen as a department that eats up money, rather than one that can boost profitability. But how exactly can you make your customer service desk more profitable?

Customer Service 76

Customer Service 2017 Customer Satisfaction Customers 76

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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

Inbenta

SEPTEMBER 11, 2020

The “Future of Customer Service” podcast features interviews of Customer Support and Service leaders to understand how things work, best practices, and the future of support. Hear their perspective on challenges and opportunities. The podcast is specifically designed for Directors, Vice Presidents, CEOs, Support Leaders, Support Engineers and Chief Customer Officers.

Chief Customer Officer 98

Chief Customer Officer NPS Customer Service Customer Success 98

Hero Digital

SEPTEMBER 11, 2020

It is with great excitement that Hero Digital announces the appointment of Iser Cukierman as Chief Financial Officer. Iser joins Hero from eMDs, a private equity-backed healthcare IT and services company, where he was the CFO. His career spans industries that include marketing automation, professional services, and healthcare IT. At Hero Digital, he will oversee the Finance team and report into CEO David Kilimnik. “Iser brings nearly three decades of experience leading financial operations

Healthcare 86

Healthcare Financial Banking Brands 86

Storyminers

SEPTEMBER 11, 2020

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential. Last year, Mike found himself facing a problem many of his clients can relate to: his numbers were slipping.

Customer Experience 59

Customer Experience Workshop Social Media Consulting 59

BirdEye

SEPTEMBER 11, 2020

Every month, our team works to build integrations with software that your business may already be using to manage customers. These integrations make it easy for businesses to get new reviews, send out surveys, and get customer referrals using the BirdEye platform. . This month we are launching not one, not two, but seven new integrations that make it easier than ever to offer superior customer experience.

Healthcare 83

Healthcare Customer Experience Management Management Customer Experience 83

ViiBE Blog

SEPTEMBER 11, 2020

The COVID-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly essential to provide. Safety concerns have become one of the top challenges for companies to tackle. 70% of consumers have stated that their concern for hygiene and sanitation is heightened. Both customers and companies are adapting to find new ways to resolve after-sales issues and effectively collaborate from a distance.

Customer Service 52

Customer Service Omnichannel Retail Travel 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

Kustomer

SEPTEMBER 11, 2020

Every consumer has a different expectation as to how they believe they should be treated by organizations they do business with. Perhaps I wouldn’t hesitate to ask for a full refund and an apology when I feel I’ve been wronged, whereas you wouldn’t be caught dead being so demanding. But while we all have our minute differences, it is also true that consumer expectations generally shift with the times, and have clear generational differences.

Consumers 52

Consumers Call Center Customer Expectations Download 52

ViiBE Blog

SEPTEMBER 11, 2020

The COVID-19 crisis has massively disrupted the retail sector making remote customer service and satisfaction increasingly essential to provide. Safety concerns have become one of the top challenges for companies to tackle. 70% of consumers have stated that their concern for hygiene and sanitation is heightened. Both customers and companies are adapting to find new ways to resolve after-sales issues and effectively collaborate from a distance.

Customer Service 52

Customer Service Omnichannel Retail Travel 52

Hero Digital

SEPTEMBER 11, 2020

In a survey conducted by Hero Digital in August 2020, only about half of patients reported feeling loyal to their current provider, with individuals who have relocated or changed jobs being more likely to switch. The pressures of money loss, reemployment, moving, and health concerns are motivating people to find new providers. This transition uncovers a potential audience of about 25 million who will be searching for a provider who can give them a seamless, integrated patient experience.

Healthcare 52

Healthcare Loyalty Multi-Channel Download 52

Forrester's Customer Insights

SEPTEMBER 11, 2020

Product managers must integrate design thinking into their product commercialization and lifecycle process to foster a customer-focused approach for offerings. Otherwise they risk being too internally focused and out of touch with the market segments they serve. Sam Somashekar shares the top three tips to help integrate design thinking principles into product management activities to ensure commercial success of your products.

Management 72

Management Customer Focused Marketing User Experience 72

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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,

Measurement

Hello Customer

SEPTEMBER 11, 2020

For many companies, the customer service desk is the beating heart of customer interactions. No matter the industry you’re in, your customer service desk needs to be reliable, agile, and solution-driven. Still, it is often seen as a department that eats up money, rather than one that can boost profitability. But how exactly can you make your customer service desk more profitable?

Customer Service 40

Customer Service 2017 Customer Satisfaction Customers 40

Forrester's Customer Insights

SEPTEMBER 11, 2020

Over the next decade, four factors will fundamentally drive how firms must evolve to meet consumer buying demands. Start exploring them.

B2C 58

B2C Consumers Customer Relationship Management Customer Relationships 58

Strikedeck

SEPTEMBER 11, 2020

Jason Whitehead talks about what metrics and measures your customer success program needs to survive.

Metrics 52

Metrics Customer Success Measurement Customers 52

Oracle

SEPTEMBER 11, 2020

Oracle is hosting the Oracle Cloud CX Virtual Summit on Thursday, September 17 from 9:00 AM to 10:45 AM PT. The virtual event is free to attend, with planned content including insights and real-life examples of how intelligent service helps you reimagine the customer experience. Register for the virtual summit here. Here’s everything you need to know about the Oracle Cloud CX Virtual Summit including information on: Featured speakers.

Social Media 40

Social Media Events Presentation 2020 40

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

Hero Digital

SEPTEMBER 11, 2020

It is with great excitement that Hero Digital LLC announces the appointment of Iser Cukierman as Chief Financial Officer. Iser joins Hero from eMDs, a private equity-backed healthcare IT and services company, where he was the CFO. His career spans industries that include marketing automation, professional services, and healthcare IT. At Hero Digital, he will oversee the Finance team and report into CEO David Kilimnik. “Iser brings nearly three decades of experience leading financial operat

Healthcare 52

Healthcare Financial Banking Brands 52

Maru Group

SEPTEMBER 11, 2020

“Will my teacher be nice?” “Who will I hang out with?” “Are my clothes okay?” The start of school is always fraught with uncertainty, but this year’s back to school time is unlike any other. With the start of this school year, there are lots of other questions, big questions: “Will my child be safe?” “Will the teacher really be able to keep the kids apart?

Books 52

Books Interaction Technology Engagement 52

Provide Support

SEPTEMBER 11, 2020

The post Live Chat Features that Enhance Agents’ Performance appeared first on Provide Support Blog.

Blog 70

Blog Article Customer Service Customers 70

Forrester's Customer Insights

SEPTEMBER 11, 2020

A few days ago, Forrester published two Forrester Waves, one focusing on retail banking, the other on corporate banking. With these Forrester Waves, we separated off-the-shelf banking back ends for retail and corporate banking for the first time. However, this was not the only first: We also introduced a new banking software category: The digital […].

Banking 43

Banking Retail Technology Customer Engagement 43

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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.

Information

PK

SEPTEMBER 11, 2020

We’ve all heard the hype around digital transformation: it seems everyone wants to talk about it. But just because there’s a lot of hype doesn’t mean it’s not important—or that […]. The post Seven essential digital transformation competencies appeared first on PK.

Article 98

Article 98

SmartKarrot

SEPTEMBER 11, 2020

For many SaaS companies, building a strong customer community has always been on the top of a to-do list. The task of establishing traction and creating an online customer community could be as overwhelming as it can get. But if you have a word with the top brands with an exceptional community build, they will tell you that this evolution is beautiful but wasn’t easy.

Workshop 10

Workshop Customers Customer Success Brands 10

Keatext

SEPTEMBER 11, 2020

The post Insights with impact: How AI technology improves CX appeared first on Keatext.

Technology 66

Technology Insights 66

Forrester's Customer Insights

SEPTEMBER 11, 2020

As COVID-19 sparked a huge uptake of virtual care, what would have taken years of digital transformation happened in just a few short months. But even before the pandemic, rising consumer expectations and increased competition in healthcare were forcing healthcare organizations (HCOs) to shift from a reactive model to a proactive and personalized one.

Definition 50

Definition Healthcare Consumers Customers 50

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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