Retently
JANUARY 19, 2023
Achieving the much-desirable product-market fit is the ultimate goal of any SaaS business. After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. They don’t have to worry about going bust because what they sell is what the market needs.
Lumoa
JANUARY 19, 2023
Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Furthermore, customers remember their good and bad experiences with brands.
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BirdEye
JANUARY 19, 2023
Social listening and social monitoring are often used interchangeably, but there are some big differences between the two. By understanding these differences, companies can create highly effective marketing strategies and gain a better understanding of their social media presence. In this blog post, we’ll explore the key differences between social listening vs social monitoring so that you can make informed decisions when it comes to your business’s digital presence.
Kustomer
JANUARY 19, 2023
In this episode of the Customer Service Secrets podcast , Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to use customer experience data analytics to create a personalized, data-driven customer experience. Learn how Steven does so by listening to the podcast below. Creating a Data-Driven Customer Experience Steven Maskell has successfully led service teams for nearly 30 years.
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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.
Beyond Philosophy
JANUARY 19, 2023
I love technology, but I can still be old-fashioned when working with clients. How? Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid. My analog PowerPoint serves two purposes: These handmade creations will hang on a museum wall with a plaque because of the tremendous amount of raw talent exposed (ahem).
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
JANUARY 19, 2023
Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? Jim Davies shares five delicious tips for mastering effective data collation and optimisation. I remember the good old days when sweet shops existed on every street. The walls were lined with shelves, filled with large plastic tubs of our favourites—rhubarb and custards, pear drops, lemon bonbons, kola cubes, flying saucers… Happy days.
Zonka Feedback
JANUARY 19, 2023
Customer service teams play an important role in any business. They are the frontline personnel that customers rely on to get information, resolve issues, and provide assistance.
CSM Magazine
JANUARY 19, 2023
Recruitment is becoming increasingly competitive and difficult as skilled candidates are more and more scarce. This means that employers need to leverage their digital channels effectively in order to get the attention of potential hires. The way in which HR communicates can directly impact how successful a company is at finding the right employees.
SAP Customer Experience
JANUARY 19, 2023
Live Stream: Labs Talk Community: 2023 Trends and Insights Get ready for a jam-packed episode of Labs Talk, as we kick off 2023 with our first ever Community Call. This special edition will feature perspectives from customers, partners, startups, internal SAP innovation leads in multiple international locations, as they discuss.
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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
delighted
JANUARY 19, 2023
At the beginning of a new year, it’s exciting to look forward to all that you plan to accomplish. Setting goals and planning big moves – we’re all for it! But it’s also nice to step back and reflect on how far you’ve come. Every quarter, we share out a video that recaps the Delighted product updates that were released over the past three months. This time, we want to highlight all of the product changes we made in 2022, not just in the last quarter.
Optimove
JANUARY 19, 2023
Given that retention is the key to growth (and if you’re not convinced, read this ), successful brands should always be eager to learn more about their existing customers. Thinking of ways to improve their shopping experience should be an ongoing top priority. This is especially true when dealing with new customers, as you have to give them a good first impression to keep them around.
CSM Magazine
JANUARY 19, 2023
A lack of informed decisions can cause entrepreneurs to make silly mistakes or huge blunders that can destroy their business operations, reputation, or finances. However, many company owners ignore market research to save money and make quicker choices. Yet, you might wonder if your new or established business is making the right decision by ignoring various demographics’ opinions and industry insights.
Brad Cleveland Blog
JANUARY 19, 2023
Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of workstations you need, even how many snacks … Continue reading → The post Forecasting the Contact Center Workload appeared first on Brad Cleveland.
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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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CSM Magazine
JANUARY 19, 2023
With the higher adoption of the internet and technology, online shopping has become a new standard for shoppers of any age. Surprisingly, 2.14 billion around the world prefer purchasing their favorite products online. At the same time, global e-commerce sales are expected to reach $6.4 trillion by 2024. To keep pace with the ever-changing customers’ demands, online businesses are migrating towards cloud-based POS solutions.
Brad Cleveland Blog
JANUARY 19, 2023
Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be. Workload is what leads to how many agents are hired, what your schedule should look like, the number of workstations you need, even how many snacks … Continue reading → The post Forecasting the Contact Center Workload appeared first on Brad Cleveland.
kommunicate
JANUARY 19, 2023
Last Updated on January 20, 2023 The year is 2012. Customer queries are coming into the call center of one of Italy’s biggest car insurance providers. There is a bevy of call center agents, all speaking rapidly on their phones, all looking haggard. Customer queries are on the rise, and the operations manager sees no [.] The post Evolution of Bots in 2022 And Future Trends appeared first on Kommunicate Blog.
Genroe
JANUARY 19, 2023
Get the most out of your call centre project with these essential steps to documentation success. Start today! The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
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.
SmartKarrot
JANUARY 19, 2023
Role: Customer Success Specialist Location: Remote, Kelowna, BC Organization: Fullscript As a Customer Success Specialist, you will assist practitioners and patients through three main channels: phones, emails, and live chat. Troubleshoot issues and seek customer-focused solutions to ensure a seamless user experience. Successfully resolve complex customer inquiries through the use of multiple support tools and personal product knowledge.
Helpware
JANUARY 19, 2023
Companies on a high-growth trajectory often rely on outsourcing as they scale. According to a survey by Deloitte , 70% of companies outsource to save money. Other common reasons for outsourcing include flexibility, speed to market, and access to tools and processes.
Doing CX Right
JANUARY 19, 2023
As companies are downsizing, the gig economy offers value for companies and individuals Learn about workforce trends and how you can benefit. The post The Gig Economy: A Win-Win for Businesses and Distributed Workforce appeared first on Doing CX Right.
SurveySparrow
JANUARY 19, 2023
An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. So, for every $1 of investment, Klickpages got a return of almost $2.94. Multiply that by 1,00,000 and you’ll see the real impact. The impact of a simple ‘thank you for contacting us’ page. Klickpages is just one of the examples of what form success messages do for a business.
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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.
2020 Research
JANUARY 19, 2023
This edition of our ‘Around the Globe’ series features Ross McLean, Vice President of Mobile Qualitative. Ross joined Schlesinger Group in June 2021 as part of the 20|20 Research merger. His passion for ResTech propelled him to design powerful insight tools like Over the Shoulder. Read his thoughts on ResTech and more in the Q&A below. Q. Why did you get into research technology?
SurveySparrow
JANUARY 19, 2023
An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. So, for every $1 of investment, Klickpages got a return of almost $2.94. Multiply that by 1,00,000 and you’ll see the real impact. The impact of a simple ‘thank you for contacting us’ page. Klickpages is just one of the examples of what form success messages do for a business.
Uplight
JANUARY 19, 2023
Distributed energy resources (DERs) and enrollments into demand response (DR) and time-of-use (TOU) rate programs can help drive decarbonization, align demand with DER production, and increase load flexibility. However, there are many barriers to customer adoption and participation. To better understand how to both drive adoption of DERs and enrollment into programs that leverage those Read More The post Uplight Research: Why Do Customers Adopt DERs and Enroll in Load Flexibility Programs?
Gainsight
JANUARY 19, 2023
There’s an old adage that says “you have to walk before you can run.” And while every journey is different, it’s always nice to have a helping hand as you find your footing, whether it’s on the playing field or in that brand-new software that you and your team are learning. Whether you’re a brand-new Customer Success (CS) organization or an existing team looking to be more efficient with your resources, Gainsight is committed to making it easier than ever to simplify your workstreams and a
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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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