ClientSuccess
AUGUST 3, 2020
Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. While this industry growth has resulted in increased levels of customer satisfaction, it has also put the role and KPIs of CSMs squarely at the forefront of many organization’s and executive’s strategic decision processes.
CSM Magazine
AUGUST 3, 2020
Trying to get a small business off the ground is no easy task. It’s becoming hard to find success, as more than 50% of small businesses fail in the first year, and more than 95% fail within the first five years. With such bad odds, many small business owners don’t have enough motivation to try and find success. However, growing a small business isn’t an impossible task.
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Talkdesk
AUGUST 3, 2020
By now, your entire workforce should be either working remotely or navigating a hybrid solution between working from home (WFH) and safely going to the office. In addition, your contact center might have witnessed some shifts in the composition of its staff. While some organizations have unfortunately experienced a downfall in business due to the coronavirus (COVID-19), others saw the need to hire more personnel to meet rising expectations and demands from customers.
GetFeedback
AUGUST 3, 2020
Interview with Nicole Sult, senior director of customer experience at Lippert Components—the world’s leading supplier of high-quality RV products—about her career in the customer experience space.
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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.
Zeisler Consulting
AUGUST 3, 2020
One important facet of efficiency and positive CX is making it easy for Customers to deal with you and navigate your processes. The reason this is important is because corporations are necessarily defensive entities: we create processes to protect our organizations from risk and loss. That protection can come in the form of cash-on-hand, liquidity, T&Cs, and sometimes flexibility (for us) in how we deal with our Customers.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
NetBase
AUGUST 3, 2020
Word of mouth is still the best way to find and engage with new consumers, and social media works much the same, with the use of micro-influencers! They can offer your brand masterful marketing lessons. As social media is playing a more active role in our lives, paying close attention to how your brand is being talked about is critical. And harnessing the power of influencer marketing could help boost your visibility and credibility in the eyes of consumers.
Fox Metrics
AUGUST 3, 2020
A high bounce rate is a dreaded enemy of marketers, bloggers, and website owners. On average, maintaining a low bounce rate is essential for SEO, conversion, and revenue. Typically, if more people are abandoning your site, then you’ll have less success in converting them. In this article, I’ll share nine tips to reduce your bounce rate. But first, let’s look at what bounce rate means and what is considered a good bounce rate.
Middlesex Consulting
AUGUST 3, 2020
Introduction As many businesses plan their post-COVID future, they are re-evaluating the companies they buy from. The buyers are looking for several improvements including: Lower costs Better quality Shorter delivery Innovative products and services More resilient relationships When they find an opportunity to achieve all or some of these objectives, they evaluate the cost of […].
Kitewheel
AUGUST 3, 2020
Journey Analytics Drives Better Experiences. Customer experience is the key competitive battleground for businesses and marketers in particular. With continuing investments in CX, even during the era of COVID-19 and global economic crisis, it is clear that marketing leaders cannot afford to lose focus on delivering great experiences. We’ve discussed the importance of journey orchestration, recently covered in The Forrester Wave report.
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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
Maru Group
AUGUST 3, 2020
Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights. Our Research on Research (RoR) study.
Bold360
AUGUST 3, 2020
?. Subscribe via iTunes , Spotify and more. The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions.
NICE inContact
AUGUST 3, 2020
What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label.
Team Support
AUGUST 3, 2020
“Due to increased call volume, hold times may be longer than usual.” How many times have we heard that when calling a customer support line? It’s frustrating enough when you have an issue that you need to get resolved without waiting endlessly on hold if you’re calling, or for an e-mail response if you’ve e-mailed in. And it’s worse if you are a B2B customer because your issue could be mission-critical and if you’re waiting for a response for your issue to get resolved, so are your B2B clients.
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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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GetFeedback
AUGUST 3, 2020
How to run a successful employee experience (EX) program that also empowers teams to provide better CX and improve the bottom line.
Optimove
AUGUST 3, 2020
Today’s retail marketing teams must embrace testing and optimization best practices to beat the competition and remain successful. To do so, they must provide customers with a consistent personal experience among all marketing channels. Then, optimizing those CRM strategies by following Optimove’s best practice-based methodologies – and the rest will fall into place.
Lithium
AUGUST 3, 2020
Our customers have shared incredible success stories this year for the Khoros Kudos Awards and we need your help determining our finalists and winners for the 11 award categories! Voting starts today and runs for two weeks in Atlas, ending on August 14th. All you have to do to vote is go to the Entries page for the awards and click on the thumbs up — giving a Kudo to all of your favorite submissions.
Gainsight
AUGUST 3, 2020
In this recording of a LinkedIn Live AMA, Cisco Chief Customer Experience Officer, Maria Martinez, and Gainsight CEO, Nick Mehta, discuss strategies to make sure your company beats the odds. As companies shift from being reactive to proactive, customer success has never been more important. Hear Maria and Nick discuss the most core elements of customer experience and why they believe that building strong human-first relationships, both within your team, partners and with your customers, is criti
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.
Bold360
AUGUST 3, 2020
A big aspect of customer experience is technology. It’s a transformational element that touches every aspect of our lives. It’s getting us through a world beset by COVID-19. It’s how we still get groceries, work from home or communicate with loved ones. But access to technology is still not equal for everyone. How do we change that? In our latest episode, we spoke with Bridgette Wallace , Founder of G | Code House , which connects women of color to educational and employment opportunities in the
Gainsight
AUGUST 3, 2020
If you’re a Cisco partner or reseller, you won’t want to miss Cisco EVP and Chief Customer Experience Officer, Maria Martinez share strategies to make sure your company stays ahead of the game on customer success and experience. As companies shift from hardware to software, and reactive to proactive, customer success has never been more important to maintaining growth.
Lithium
AUGUST 3, 2020
Our customers have shared incredible success stories this year for the Khoros Kudos Awards and we need your help determining our finalists and winners for the 11 award categories! Voting starts today and runs for two weeks in Atlas, ending on August 14th. All you have to do to vote is go to the Entries page for the awards and click on the thumbs up — giving a Kudo to all of your favorite submissions.
Gainsight
AUGUST 3, 2020
Discover how Gainsight PX provides a product engagement and analytics tool with faster time-to-value, more extensive user analytics, and superior in-app engagement when compared to Pendo. The post Gainsight PX vs Pendo Feature Comparison appeared first on Customer Success and Product Experience Software | Gainsight.
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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.
CSM Magazine
AUGUST 3, 2020
Contact Harald is the simple, easy to deploy without IT and secure tracking system helping employers run normal operations as it quickly isolates the possible spread of COVID-19. In an age where public health impacts day-to-day business, more organizations are turning to contact tracing to keep operations running without disruption. The challenge many companies face is the IT infrastructure and complexity involved.
Gainsight
AUGUST 3, 2020
The age of generic customer onboarding and product walkthroughs is over. Gainsight is a modern product analytics and user engagement platform that enables you to create personalized walkthroughs based off of user behavior — no coding required. The post Gainsight PX vs. WalkMe Feature Comparison appeared first on Customer Success and Product Experience Software | Gainsight.
Forrester's Customer Insights
AUGUST 3, 2020
I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.
GetFeedback
AUGUST 3, 2020
Everything you need to know to conduct a successful user research program.
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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.
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