Gainsight

JUNE 9, 2021

We’ve watched A LOT of streaming TV this past year. Mostly for work, of course. I mean, how else were we supposed to “research” the many parody videos we had to create for Pulse Everywhere? And how else was yours truly supposed to study my personal CEO coach, the one and only “World’s Best Boss,” Michael Scott: Here at Gainsight, we have no shame admitting that we’re total nerds about Customer Success and Product Experience.

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Customer Bliss

JUNE 9, 2021

“The best way to learn if you can trust somebody is to trust them.”. – Ernest Hemingway. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win.

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Leadership Books Hospitality Customer Relationships 288

ShepHyken

JUNE 9, 2021

Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers. In our customer service training workshops , we provide a number of tactics to manage these difficult customer situations. Before I get into the specifics, remember that when angry customers have their problems managed appropriately, they can become your best customers.

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Myra Golden

JUNE 9, 2021

GET MORE IDEAS LIKE THIS. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

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Customer Service Customers Customer Experience Customer Experience Design 105

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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

Uniphore

JUNE 9, 2021

Out with the old, in with the new! With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices.

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Engagement Contact Center 2021 Metrics 98

Kustomer

JUNE 9, 2021

A business could be doing everything right, but at some point they will receive a customer complaint. It can be easy to place blame on the customer. They might be rude or have unrealistic expectations. But businesses should see the unsatisfied customer as a growth opportunity. Very few businesses actually know how to handle customer complaints in a manner that is both respectful to the customer and shows them that you care about their business.

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Think Customers

JUNE 9, 2021

Photo credit: Getty Images. Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. More changes are ahead as consumers emerge, ready to spend with high CX expectations. Retailers, however, have a thin margin of error as they recover from 2020. Steve Rowen, managing partner at Retail Systems Research, discussed lessons to be learned from the pandemic and what forward-thinking retailers are doing to position themselves for success.

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One Millimeter Mindset

JUNE 9, 2021

Being professionally valuable to colleagues and clients is an ethical, strategic, and purpose-driven choice. You put the work in to attain those 10,000 hours of mastery. Your value is how you deliver on your professional promise. So why do you feel as though you are constantly justifying your value to others? And why do you feel as though you are (still) perceived as a commodity?

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Gainsight

JUNE 9, 2021

Part I-The Morning Session Keynote. Day One of Pulse Everywhere brought with it, once again, a new Pulse experience. Just two years ago (has it really been two years?!), we packed into Moscone Center. The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success.

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Entertainment Customer Success Events ROI 98

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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

NICE inContact

JUNE 9, 2021

By now, contact center leaders are well aware of the impact great CX has on customer loyalty. Providing satisfying customer service experiences can build strong relationships that lead to lower churn and can turn happy customers into brand advocates. Taking care of customers is as important as ever these days because their expectations are increasing, and loyalty can be fleeting.

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Gainsight

JUNE 9, 2021

Co-Written by An Yan , MBA Candidate at Stanford Graduate School of Business. “What’s the ROI of Customer Success?” This is a question I hear all the time in the Customer Success community. Since CS is still a relatively-young profession, we still own the burden of proof. Of course, my mind often drifts to a thought experiment…. At Gainsight, we have a lens by which to answer this question.

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2021 ROI 2020 2014 59

SurveySparrow

JUNE 9, 2021

NPS Detractors are to be treated with the same, at times, with a bit more care than promoters! Don’t believe it? This simple example would clear your thoughts: The product doesn’t work. How often do you come across this type of review under the purchase page of a product? Quite often! The product works just fine. Now, how often do you come across such reviews?

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NPS Social Media Net Promoter Score Feedback 52

Inbenta

JUNE 9, 2021

Summary: What Is a Reactive Chatbot? So Then, What Is a Proactive Chatbot? Why is proactive support important? Benefits of Proactive Chatbots. Proactive Chatbot Best Practices – When and How to Use Them. Is There Any Disadvantage to Implementing a Proactive Chatbot? Chatbots are the quintessence of automated information systems. They provide answers, they perform transactions, they cut waiting times, and help increase customer satisfaction.

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Net Promoter Score Customer Satisfaction Interaction 2017 52

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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

Magellan Solutions

JUNE 9, 2021

Know What Makes IP Contact Center Outsourcing Different from Old School Call Center. The Philippine BPO call center has veered away from traditional focus on outgoing and incoming voice calls. Instead now offers IP contact center outsourcing. Traditional call centers are not entirely obsolete. However, having multiple services as an international call center process provider , it is only smart to take advantage of this technology.

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Gainsight

JUNE 9, 2021

What were you watching a year ago from today? Maybe you were watching Parasite after it won the first non-English Oscar for Best Picture. Or perhaps you were reliving Michael Jordan’s glory days through The Last Dance. Now when you look back on this day next year, you’ll remember the first time you experienced the new immersive Pulse Everywhere experience.

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Chief Customer Officer 2021 Customer Success Sales 52

The DiJulius Group

JUNE 9, 2021

Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how critical it is for companies to focus on creating a World-Class Internal Culture. This culture should be communicated from not only.

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Culture Consulting Article Communication 52

CSM Magazine

JUNE 9, 2021

Providing a good after sales service is vital for software companies. Making sure their customers are satisfied and all their problems are taken care of will help the company retain customers in the future. It can also encourage previous customers to come back and invest in software down the line. Providing a poor after sales service, not only looks bad for the business, but it can be detrimental to the company.

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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

Brad Cleveland Blog

JUNE 9, 2021

An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving in the right direction. After speaking with their associates, I observed that everyone was being held responsible for customer experience at a general level, but it wasn’t clear how they were expected to support the … The post Clarifying customer experience responsibilities first appeared on Brad Clevelan

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Customer Experience Insurance Customer Satisfaction Customers 32

PK

JUNE 9, 2021

In light of the Supreme Court’s recent decision that API interfaces can no longer be copyrighted, companies need to rethink what value their APIs deliver to the customer. Is the […]. The post How to be an effective API Product Manager appeared first on PK.

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Management Innovation Article Customers 98

Brad Cleveland Blog

JUNE 9, 2021

An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving in the right direction. After speaking with their associates, I observed that everyone was being … Continue reading → The post Clarifying customer experience responsibilities appeared first on Brad Cleveland.

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Customer Experience Insurance Customer Satisfaction Customers 26

SmartKarrot

JUNE 9, 2021

Data is a crucial aspect of customer success management as it provides analytics that allow you to retain customers, upsell to them, and more. You can integrate this data into your customer account journey to track sales activities and optimize the process. Being data driven is necessary for forming important business decisions and building a data-driven culture.

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Customer Success Net Promoter Score NPS Definition 10

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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

dscout People Nerds

JUNE 9, 2021

While doing primary research for every project is ideal—it’s not always realistic. Refine your research question and save time/resources by incorporating secondary research.

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SmartKarrot

JUNE 9, 2021

Role: Vice President Customer Success / Care Location: New York, NY, US Organization: Expert Executive Recruiters As a Vice President of Customer Success, you will be leading, expanding, and mentoring the Customer Success function by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team.

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Playvox

JUNE 9, 2021

Let’s face it. Spreadsheets were made to manage numbers, not to manage people. For scheduling and managing the complexities of a high-demand agent workforce, spreadsheets do not cut it. In fact, they can be a detriment to the effective operations of your contact center.

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Management Contact Center 66

Happy or Not

JUNE 9, 2021

HappyOrNot (www.happy-or-not.com), the company behind the Smiley-faced instant customer feedback insights solution, relied upon by the likes of Elkjøp, Levi’s Stadium, Autogrill, Good2Go stores, and London Heathrow Airport, announces the […]. The post Global smiley-feedback company HappyOrNot, appoints CFO and three new VP’s to attract US business and accommodate international growth appeared first on HappyOrNot.

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Feedback Insights Customers 69

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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