Mon.Jul 11, 2022

article thumbnail

Survey Design 101

InMoment XI

When gathering accurate and useful data, how the data is collected is just as important as the results it yields. Reliable insights are discovered when the questions are fair, unbiased, and relevant to the participants. This is why the design of the survey can ultimately determine the survey’s success. What Is Survey Design? Survey design is the detailed process of creating surveys that optimize the potential results that can be collected from a well-made questionnaire.

article thumbnail

How SaaS Companies Can Project Their MRR Using NPS (6 Actionable Tips)

Retently

Monthly recurring revenue, or MRR, is the lifeblood of any SaaS business. If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. The only problem is that calculating MRR accurately can be notoriously challenging. As customers join and cancel, projecting the monthly recurring revenue for two, three or six months into the future can be a serious issue, even for the most data-fo

NPS 143
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How to improve the customer experience: Small business edition

Method:CRM

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement? Read on to find everything you need to know on how to improve customer experience.

article thumbnail

Thematic analysis: an overview

Thematic

When you have a lot of text feedback, like open-end survey responses, app review comments or twitter threads, how do you begin to make sense of it all? One of the best approaches is to uncover themes in the data using thematic analysis. Thematic analysis is a systematic method of analyzing qualitative data. It enables you to find rich, useful insights quickly, and organizes your data so that you can easily see context.

Roadmap 77
article thumbnail

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!

article thumbnail

How To Attract and Retain Superior Customer Service Team Members

CSM Magazine

As a small business owner, generating leads and sales, keeping costs low, and marketing and retargeting consumers for future sales are just some of the difficulties you face. Dealing with logistic issues and customer concerns may sometimes be at the bottom of your list, but customer service is crucial in all phases of your customer’s interaction with your brand.

More Trending

article thumbnail

Five Effective Ways to Motivate High-Flying Employees

CSM Magazine

As a manager, you will need to utilize effective methods for motivating all of your workers. But perhaps the greatest challenge is finding ways to motivate your high-flying employees. After all, high performers are a great asset to your company. If you do not take steps to keep them motivated, they could leave; and that could have a devastating effect on general performance and productivity.

Loyalty 59
article thumbnail

How Businesses Can Achieve Customer Experience Transformation

Advantage Communications

For businesses looking to improve customer satisfaction, ramp up customer loyalty, improve how competitive they are and increase profits, there has never been a business metric more important than customer experience (CX).

article thumbnail

[Video] How to Make New Rates a Great Customer Experience

Uplight

When it comes to rolling our new rates, utilities today are struggling with low customer awareness, low enrollments, and low response. Uplight’s Rate Solutions enables utilities to engage customers via connected customer experiences across their rates journey–motivating them to enroll in the best rate for them and develop smart energy habits that result in measurable Read More.

article thumbnail

Integrate consumer journeys to gather additional customer data for progressive profiling or retargeting

SAP Customer Experience

Most companies are collecting a large amount of data, but many likely don’t know why they are doing it or how they plan to use it. Consumer data can provide companies with incredibly valuable information, but this is only helpful if they know what to look for. Coming from customer.

article thumbnail

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

article thumbnail

Drop the Cute Puppy and Let Your Stars Shine

Steve DiGioia

Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected. A Star Employee Stands Out. The customers know them and want to be served by them.

article thumbnail

How to improve the customer experience: Small business edition

Method:CRM

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement? Read on to find everything you need to know on how to improve customer experience.

article thumbnail

4 Most Critical HR Competencies You Must Possess

SurveySparrow

What are the critical HR competencies you need to succeed? What are the practical skills an HR professional must possess to support organizational evolution? In this article, we discuss the four core competencies that make HR professionals great at their job. Core HR Competencies. Here are the four core competencies every HR professional must have in our day and age: Data driven.

Culture 52
article thumbnail

What’s in a Name? The Many Uses of “CSP” in Customer Success

Education Services Group

Let’s say you’re reading an article about Customer Success. (Not exactly a leap of imagination, is it? ). Then, without explanation, the author uses the acronym CSP. Without any other context, do you know what it stands for? In Customer Success, we do use a lot of three-letter acronyms , and they can get pretty confusing. CSP, in particular, can be used to refer to a bunch of different things.

article thumbnail

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.

article thumbnail

Why Great Customer Service is Essential for Online Business

CSM Magazine

There was once a time when you only did business with people you knew. At the very least, you wanted to meet them first before agreeing to buy anything. Then technology took off, creating a world where entities could do business with each other without ever meeting face to face. Over time, that evolved into the world we know today, where most of us buy and sell online without ever knowing the identities of the people on the other end.

article thumbnail

Case study: How Unqork creates a unified customer experience with community

inSided

When Unqork ’s Director of Community, Danny Pancratz , joined the trail-blazing no-code platform in July 2021, he was excited to leverage inSided for a second time. With the goal of creating a unified customer experience through community, Unqork launched the Unqork Community Hub. A mere 9 months later, more than 85% of users are active multiple days per month, a number that signifies the value of the community.

article thumbnail

Here’s How Bars Create A Lively & Bustling Atmosphere For Customers

CSM Magazine

These days a majority of beer consumers want to have a good and memorable experience when taking their favorite drink. To succeed as a bar owner in this ever-growing industry, you may need to do much more than supplying your daily customers with beer. It takes understanding your patrons’ needs and ensuring they are met, especially when it comes to entertainment, facilities, features, and decor.

article thumbnail

5 Steps Action Plan to deal with a Big Account Churn

CustomerSuccessBox

Eventually, some of your clients will leave. Nobody wants to acknowledge it, but a few people will leave no matter how much value you offer. You can’t stop it from happening completely. However, if you work hard, you can design an offboarding procedure that makes a good first impression and leaves room for future business. Especially, with a big account churn.

article thumbnail

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.

article thumbnail

Outcome-based business models: A revolution in customer relations?

MyCustomer

Engagement Outcome-based business models promise a revolution.

article thumbnail

Outsourcing as Business Strategy During Recession

Magellan Solutions

How can a business thrive during a recession? . Like earthquakes, floods, tornadoes, and bushfires, a recession is inevitable in businesses. This kind of hump shouldn’t be looked at negatively because it can push business owners to be smarter and more strategic about how they run their businesses. . In a changing economy, selective outsourcing enables you to develop more adaptable expenses.

2008 40
article thumbnail

5 Top Customer Service Articles of the Week 7-11-2022

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. (Inc. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up.

Article 24
article thumbnail

Restaurant Group Obsession to Build a CX Culture Pays Off During Unprecedented Times

The DiJulius Group

Edley’s Restaurant Group is a growing hospitality industry company whose CX obsession has paid off during the COVID-19 pandemic. Located in the metro-Nashville, Tennessee area with seven locations and 400 team members, Edley’s is anticipating 50% growth in the next 12 months including franchising. Rapid growth, indeed. Consumer food services in general and the restaurant.

Culture 106
article thumbnail

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

article thumbnail

7 Lessons from McKinsey on Recession-Proofing Your Customer Base

Gainsight

A lot’s changed since my last interview with McKinsey on Net Retention and Customer Success. One thing that hasn’t: they remain an incredible source of wisdom, especially when SaaS is now collectively facing challenging times. Recently, I spoke with one of McKinsey’s partners, Sid Tandon , about Customer Success’ role as a lifeline for SaaS in the economic downturn.

article thumbnail

Mobile Beta Test Planning Tactics and Strategies

Centercode

When a mobile app is sluggish, unresponsive, or difficult to use, one of two things is likely to happen. One, it gets buried on a screen full of other apps and forgotten about. Or two, long press and uninstall.

52
article thumbnail

Top 5 Visual Feedback Tools for Website

Zonka Feedback

You may create a perfect website according to the latest UX trends, functionality, and features. But you cannot possibly get the most out of it unless your end users can easily find what they are looking for.

article thumbnail

Hardware Test Plan Best Practices

Centercode

The first step to running a successful software beta test is having a thorough plan in place. While you won’t be dealing with issues such as shipping and tracking devices as you would in a hardware test, software beta tests have their own challenges.

52
article thumbnail

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