Currency Alliance
MARCH 9, 2021
Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. Building adaptive loyalty marketing functionality is increasingly complicated and necessary, as loyalty points become a new asset class, and loyalty commerce between complementary brands gains traction.
Heart of the Customer
MARCH 9, 2021
How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning. I met Todd after customer service guru Shep Hyken recommended him in response to my call […].
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One Millimeter Mindset
MARCH 9, 2021
An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. You know this. I know this. We all know this. So, why is “this” so difficult to do… cross-functionally? Because professional proactivity is central to a cross-functional customer retention strategy.
Hallmark Business Connections
MARCH 9, 2021
Raise your hand if you thought this pandemic would blow over in a week or two last spring. Instead, the virus dug in its heels and forced us to shift how we live and work for months on end. If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person.
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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.
Advantage Communications
MARCH 9, 2021
Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences. On top of that, however, they also need to focus on analytics.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BirdEye
MARCH 9, 2021
Marketers at multi-location businesses have arrived at a true inflection point in which the world of customer acquisition and retention as we once knew it has rapidly shifted. Advertising – and more specifically, Google AdWords – just doesn’t deliver results as it once did. Now new customers instead find the businesses they patronize through searches, social, online listings and referrals.
NICE inContact
MARCH 9, 2021
Sometimes contact center professionals become so focused on agent-assisted customer service methods that they forget many customers just want to help themselves. A personalized interaction with a competent and engaging agent can be highly satisfying but it isn't always a customer's first choice.
CSM Practice
MARCH 9, 2021
Knowing your customers better than anyone else is the key to identifying moments that matter with your customers and delivering a WOW customer experience that keeps your customers coming back. In this Chat & Learn episode, we featured the customer success team of Glint. Glint is a People Success Platform that leverages real-time people data to help global organizations increase employee engagement, develop their people, and improve business results.
delighted
MARCH 9, 2021
What if we told you that there’s a way to grow your business by two to four times without developing a new product or receiving additional funding? Exceptional customer service turns new customers into promoters and promoters into returning loyalists. And these promoters have the potential to grow the lifetime value (LTV) of your brand by 1400%. Let’s take a look at additional data behind why improving customer service should always be a foundational business goal.
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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
Magellan Solutions
MARCH 9, 2021
Factors You Should Know About Customer Service Outsourcing. Customer service outsourcing is a strategy to improve customer retention. Top businesses succeed due to a lot of reasons and among them is good customer service. But how do we gauge that customer service plays a vital role in business? We can base it on numbers. . What. Percentage. What does it mean?
Strikedeck
MARCH 9, 2021
Vincent Manlapaz, in an interview with Josh Zamora shares his thoughts on the impact of this pandemic [in relationship building] and how CS should play its part while adapting to these changes? The post Making an Impact During These Unprecedented Times – Josh Zamora, Director of Customer Success at ServiceNow first appeared on Strikedeck | Customer Success Platform.
CSM Magazine
MARCH 9, 2021
Coventry City Council is first to join the exclusive network for local councils overwhelmed with calls about bins, Council Tax and Covid. One of the UK’s leading conversational AI companies, EBI.AI , has launched a new service to help local councils struggling to cope with a high volume of repetitive calls about community services like missed bin collections and parking charges.
Magellan Solutions
MARCH 9, 2021
How does inbound and outbound telemarketing differ? Inbound and outbound telemarketing are both about generating customer interest. But approaches about how the interest is being captured are different for both. Both of these telemarketing strategies can be for: B2C. Deals with consumers who might show interest in a product. This market is transaction-based.
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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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MyCustomer
MARCH 9, 2021
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 9th Mar 2021. By Neil Davey Managing editor.
ShepHyken
MARCH 9, 2021
How to Say Yes…Almost Always. Empowering Your Employees to Create an Amazing Customer Experience. Shep Hyken interviews Christine Trippi, CEO at The Wise Pineapple. They discuss the value in empowering your employees to provide the best experience possible for your customers. Top Takeaways: The secret to getting your employees to love coming in to work is creating an environment where employees feel welcome, loved and empowered.
SmartKarrot
MARCH 9, 2021
Customer experience is a growing discipline and has become more important than ever. Good customer service is important for businesses to not lose customers or gain a bad reputation. Customer experience is essential for any business. Customer experience is the end result of what people think about your brand. Customer experience transforms the brand image, increases retention, and creates loyalty.
PK
MARCH 9, 2021
Robotic Process Automation (RPA) has jumped to the forefront of many business initiatives in the wake of the pandemic and shift to remote work. The Forrester Wave™: Midsize RPA Services, […]. The post Forrester Midsize RPA Services Wave identifies PK as a strong performer appeared first on PK.
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.
Happy or Not
MARCH 9, 2021
The Wall Street Journal, after interviewing our co-founder and Executive VP of Strategic Alliances, Ville Levaniemi, published an article titled “Instant Feedback ‘Smiley’ Buttons Go Touchless in Pandemic”. The […]. The post Wall Street Journal: Instant Feedback ‘Smiley’ Buttons Go Touchless in Pandemic appeared first on HappyOrNot.
Vanilla Forums
MARCH 9, 2021
This blog is the follow up to How to Scale Product Feedback for PMs, part one.
CSM Magazine
MARCH 9, 2021
There is a very low barrier to entry when it comes to running an ecommerce site. It is easier than ever to run a business when you do it online. The one thing that people tend to forget, however, is that it is like any other business. Which means that you have to cover yourself against all kinds of threats like lawsuits to fraud and all kinds of other issues.
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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.
SmartKarrot
MARCH 9, 2021
Role: Vice President, Customer Success Location: Boston, MA, US Organization: Immuta As a Vice President of Customer Success, you will map the customer journey beginning with implementation. Define the segmentation of the customer base and varying strategies for each segment. Create a Customer Advisory Council to influence the business’s strategic direction and longer-term product roadmap.
Forrester's Customer Insights
MARCH 9, 2021
First off, I’d like to express how thrilled I am to join Forrester’s security and risk research (S&R) team as a senior analyst. I’ve been working closely with this team for eight years in my previous role as a principal advisor to our chief information security officer (CISO) community, and I’m honored to join the […].
Totango
MARCH 9, 2021
Do you have a favorite business? Perhaps a local restaurant where you’re greeted by name and immediately handed your beverage of choice. Or maybe there’s an online retailer who provides quick shipping and goes above and beyond to correct any issues. Or it might even be your trusty handyman who always makes himself available when the refrigerator breaks or the kids toss a ball through the kitchen window ( again ).
Forrester's Customer Insights
MARCH 9, 2021
In Forrester’s recently published report, “The Forrester Wave™: B2B Marketing Events Management Solutions, Q1 2021,” we evaluated the 14 most significant ones — 6Connex, Bizzabo, CadmiumCD, Certain, Circa, Cvent, Hubb, Intrado, Kaltura, meetyoo, ON24, RainFocus, Splash, and SpotMe — against 28 criteria. We also interviewed or surveyed more than 40 reference customers of these vendors. […].
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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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