Fri.May 08, 2020

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How Do You Engage Employees? Adopt The Five I’s

Experience Matters

One of the key goals of any Experience Management (XM) program needs to be employee engagement. This is not only a critical outcome for Employee Experience (EX) efforts, but it’s also a critical input to delivering great customer experience. Why? Because engaged employees are the trigger of a “virtuous cycle” of good customer experience and strong business results.

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Guest Post: Why Anecdotal Customer Feedback is Dangerous

ShepHyken

This week we feature an article by Jay Baer , founder of Convince & Convert. He shares insight on gaining and interpreting customer feedback. Editor’s note: This post was originally published on Jay Baer’s site, Convince & Convert. Customer feedback is a gift. I believe that. I wrote a whole book about it called Hug Your Haters.

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How Automation Is Changing the World of Customer Service

Kustomer

Today, many industries rely on technology to operate successfully. More so, our current climate has forced businesses to shift to remote work, making digital reliance more critical than ever. Consumers are expecting great customer service no matter what, even when face-to-face interaction isn’t an option. That’s where automation comes into play. According to Business News Daily, many business owners are already taking advantage of automation in one form or another, as it can be highly valuable t

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You Need a SaaS Churn Analysis ASAP. Here’s Why.

Totango

A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. These insights will fuel your next steps and help you determine where resources are best invested and what improvements need to be made to ensure business continuity.

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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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5 Brands Building eCommerce Buzz

NetBase

. Times are uncertain right now. Most people are still sheltering in place, brick-and-mortar shopping has come to a halt , and almost everything we considered to be normal has since vanished. But as time goes on, the world has seemingly adapted to the new normal. And we’re sharing five brands that are beating the odds and winning eCommerce buzz during a global pandemic.

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More Trending

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Mature Generations and Digital Tools

SaleMove

Long thought to be a largely insurmountable feat, plugging mature generations into digital tools has taken on a new level of significance in these unprecedented times. With credit unions in particular, the chorus over the years has generally been sung to the tune of, “While I am looking to grow, I have an aging membership and it will be incredibly difficult to force them to adopt digital engagement capabilities.”.

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The new digital customer engagement imperative for the new (ab)normal

eGain Blogs

Why more with digital now. COVID-19, aka Coronavirus, has literally and figuratively changed the meaning of the tech marketing cliché, “digital or death.” Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this had always been the case with millennials and Gen Z, COVID-19 has forced older demographics, who are even more concerned about virus exposure, onboard.

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CXNext Podcast Episode 55: How to Do Data-Driven, Analytical Management in the Digital World

Bold360

Subscribe via iTunes , Spotify and more. Customers are leaving brick-and-mortar stores to shop online in droves now, thanks to COVID-19. Consequently, e-commerce retailers are looking for the next wave of innovation. In that context, how do we address the challenges of e-commerce and e-commerce management? On this episode of CXNext, I interview Keith Anderson , senior vice president of strategy & insights for Profitero, where he leads the product strategy and global analyst team.

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The new digital customer engagement imperative for the new (ab)normal

eGain Blogs

Why more with digital now. COVID-19, aka Coronavirus, has literally and figuratively changed the meaning of the tech marketing cliché, “digital or death.” Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this had always been the case with millennials and Gen Z, COVID-19 has forced older demographics, who are even more concerned about virus exposure, onboard.

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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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How to Respond to Negative Restaurant Reviews

ReviewTrackers

Negative reviews are inevitable for any restaurant, but you should see it as a prime opportunity to effectively respond to the review and solve any issues raised by the reviewer. A well-written response isn’t just for peace of mind; it’s also a way to attract more customers. Survey research shows that 44.6 percent of consumers are more likely to visit a business that responds to its negative reviews.

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Q&A: Customer Success – Gain Strength Now

ChurnZero

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. We all know Customer Success professionals who have been laid off or furloughed. Based on company finances, CEOs and CFOs are determining which roles are necessary and nice-to-have. To explain why Customer Success should be deemed essential, we hosted a webinar with Executive Director Mikael Blasidell from the Customer Success Association and Customer Success Consultant Ed Powers from Servi

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Mature Generations and Digital Tools

SaleMove

Long thought to be a largely insurmountable feat, plugging mature generations into digital tools has taken on a new level of significance in these unprecedented times. With credit unions in particular, the chorus over the years has generally been sung to the tune of, “While I am looking to grow, I have an aging membership […]. The post Mature Generations and Digital Tools appeared first on Glia Blog | Digital Customer Service Explained.

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Webinar: Building connected healthcare experiences

PK

Technology such as chatbots , telemedicine and voice interfaces are making it easier for patients to get the information and care they need quickly and easily and will continue to do so long after the current healthcare crisis has abated. On May 28, I’ll be hosting a webinar with my colleague Derek Phillips, Director of Content Strategy at PK, called Building Connected Healthcare Experiences to Come Back Stronger from the Pandemic , in conjunction with eHealthcare Strategy & Trends.

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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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Three phases for heading back to business

Qualtrics

Originally published on Forbes.com. I’ve studied human behavior for decades, examining how people respond to their environment as customers, employees, and leaders. Humans are amazingly resilient—for the good and bad. Even after facing disruptive events such as an epidemic or a recession, people tend to revert to their old ways shortly after the shock dissipates.

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IoT Makes More Sense When You Break It Down Into Three Business Scenarios

Forrester's Customer Insights

Business leaders always want more information about business operations and customer interactions than they have. The technologies of the internet of things (IoT) promise to provide sensing and remote control of physical things, like products or equipment. But the technologies, solutions, and use cases are also so diverse and complex that tech and business leaders […].

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Creating a Meaningful SaaS Retention Strategy is not Rocket Science!

SmartKarrot

Ever wondered what difference a successful SaaS retention strategy can bring to your business? According to a study by Bain & Co. , just a 5% increase in customer retention rates could potentially boost profit up to 95%! Yes, that’s the measure which has not only startled the traditional service companies but the modern SaaS based industry too got swept away by it.

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How The COVID-19 Crisis Will Impact Marketing Spend Between Now And 2022

Forrester's Customer Insights

The current COVID-19 has crisis upended CMO priorities and budgets, leaving many scrambling for alternate revenue sources, and all asking: what in the world to I plan for now? To develop guidance in response to this question, Forrester forecast how CMOs would spend over the next two years on media and advertising, marketing technology, marketing […].

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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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May 08 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager, Enterprise Location: Los Angeles, CA/Atlanta, GA Organization: ServiceTitan Service Titan is seeking Someone who can join their team and become a part of exceptional project managers who partner closely with the largest and most successful trade service companies in the United States to ensure they are maximizing the incredible value of Service Titan software.

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CustomerCount sponsors Resort Trades Town Hall

Customercount

What different measures can resorts take to survive the challenges created by the Coronavirus pandemic? This will be just one of the questions raised at the upcoming Resort Trades Resort Resilience Interactive Telephone Town Hall on May 21 at 1:55 EDT. The free virtual event will feature key industry leaders sharing invaluable insights as they […].

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Corona vs Regulation: Who’s Impact is Bigger?

Optimove

On the 31st of March, the Spanish government approved urgent measures to limit the advertising of games of chance and online betting in all channels such as radio, television, YouTube, and other video exchange platforms, including individualized communications in emails or equivalent means and social networks. Those regulations prohibit advertising bonuses (except on the betting pages themselves).

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Webinar Recap: Is test data holding you back?

PK

How to use AI and Machine Learning to accelerate test automation. As automated testing attempts to adapt to rapid release schedules, often the test data can’t keep up. Test data can be a costly, time-consuming nightmare to create and maintain, not to mention the security and compliance risks. To achieve better speed, quality and cost of test automation, you’ll need a more sophisticated approach to test data.

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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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How to Write an Impressive Customer Success Manager Resume

SmartKarrot

A Customer Success Manager (CSM) is the one who develops a strong customer relationship by bridging the gap between the sales and support team of an organization. He is instrumental to the sales team and looks into customer loyalty as well as ways to delve into customer retention. Getting hold of a right CSM is highly important for any given organization.

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Accelerating Your Move To Cloud? Our Assessments Aid Your Choices

Forrester's Customer Insights

As the Covid-19 crisis erupted in early March 2020, anecdotal evidence suggested public cloud services would play a big role in enterprise responses. The financial evidence arrived in late April (reflecting results in the first calendar quarter of 2020): Amazon Web Services (AWS) up 33%, Microsoft Azure up 59%, Google Cloud Platform (GCP) up 52%. […].

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Open Letter To SaaS CEOs: Now is the Time to Double-Down on Customer Success

ClientSuccess

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I’m writing this letter as one of you, and one of them. . I’m one of you because I’m a fellow SaaS CEO. I know firsthand the stress you’re going through right now doing everything you can to successfully navigate this Covid-19 crisis.

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Quantifying COVID-19 For The Tech Channel — May 8 Update

Forrester's Customer Insights

With COVID-19 still spreading and broad quarantines, shutdowns, and other measures to contain it continuing, it is still impossible to make definitive predictions of its impact on the tech channel. Instead, we are using three scenarios that take into account different recovery start times and shapes of recovery graphs. More detail around these scenarios, tech […].

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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