SurveySparrow

MARCH 14, 2023

Building a product successfully requires a litany of skills. And one of the most crucial people in building SaaS products is a product manager. They are the flag bearers that hold the fort together during product development. Without a highly-skilled product manager, the product will never gain the traction it aspires to. In this article, we look at 10 of the most essential product manager competencies required to build successful SaaS products. 10 Essential Product Manager Competencies You Ne

Management 10

Management Roadmap Communication User Experience 10

InMoment XI

MARCH 14, 2023

One of the best ways to overcome obstacles is to fall back on your community and brainstorm solutions together. That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. InMoment XI Strategist Jim Katzman had the opportunity to sit down with Peggy Carrieres, Global Vice President of Sales Enablement and Supplier Development for Avnet and electronics components-industry expert.

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data.

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

ShepHyken

MARCH 14, 2023

Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April.

Loyalty 101

Loyalty Customer Service Training Customers Connections 101

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Zeisler Consulting

MARCH 14, 2023

A while back, I participated in a round of judging for a Customer Service and Support awards competition. It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity. I got a few good ideas from some of the stories that were told, and frankly the future does look bright for Customer Experience, if you know where to look.

Fashion 72

Fashion Customer Care Customer Centricity Customer Base 72

kommunicate

MARCH 14, 2023

Last Updated on March 14, 2023 Chatbots have taken over the customer service domain. They can address customer queries faster, easier, and with more accuracy than human agents. As chatbots become more intelligent and capable with every passing day, the volume of chatbot-led conversations is also increasing day by day. According to the latest data [.

2023 96

2023 Blog Customer Service Customers 96

ChurnZero

MARCH 14, 2023

This is a guest article by Peter Armaly , vice president of Customer Success at ESG , which delivers Customer Success as a Service® (CSaaS). For years, Customer Success (CS) professionals, and especially CS leaders, have battled the demons of doubt—those forces within their own companies aligned against them. The forces that slow the full understanding and appreciation for the CS business function and contribute to an environment in which the C-level executive team fails to take CS as seriously

Workshop 94

Workshop Customer Success Travel Leadership 94

Helpware

MARCH 14, 2023

Call center agents played a vital role during the pandemic , when many customers were otherwise cut off from outside services. This included bank accounts, utility subscriptions, and other transactions made outside the home, where call centers provided a primary point of contact. Today, little has changed—whether it’s a matter of a double-charged online grocery purchase or a delayed bank payroll transfer, a friendly customer call center is there to help.

Call Center 86

Call Center Metrics Measurement Banking 86

Team Support

MARCH 14, 2023

Using TeamSupport's proprietary Customer Distress Index (CDI TM ) to predict customer dissatisfaction before it escalates TeamSupport's customer service software, Support , is the only customer support ticketing system that helps support teams focus on their customer at a company level. Built specifically for business to business (B2B) organizations, our customer support software empowers companies to focus on their customer health holistically - rather than merely focusing on ticket management:

Customer Satisfaction 52

Customer Satisfaction B2B Customers Loyalty 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Magellan Solutions

MARCH 14, 2023

A glimpse of the Call Center Industry The first call center started its operations in the Philippines in 1992. For years, the industry significantly contributed to the country’s Gross Domestic Product (GDP). At present, 1.4 million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center industry remains to be the ‘sunshine industry’ through the years.

Call Center 52

Call Center Contact Center Net Promoter Score Multi-Channel 52

CSM Magazine

MARCH 14, 2023

Even the best product or service may fail to satisfy if your customer service is poor. Because of that, you not only lose out on repeat clients but also lose your potential influencers — a satisfied customer directly influences the purchase decision of the family, friends, peers, and community. It leads to a sharp increase in your customer acquisition cost.

2023 52

2023 Customer Satisfaction Communication Customers 52

Doing CX Right

MARCH 14, 2023

Learn why investing in agent experience creates higher customer satisfaction and loyalty plus tactics for Doing CX Right. The post Investing In Agent Experience: The Key To Delivering Customer Excellence appeared first on Doing CX Right.

Customer Satisfaction 52

Customer Satisfaction Loyalty Customers Contact Center 52

Optimove

MARCH 14, 2023

Welcome to this three-part mini-series, where we discuss the importance of enhancing your in-platform player experience. In Optimizing the In-platform Player Experience – Part I – we discussed why you should personalize the player experience and how it can help take your app and site to the next level. The bottom line was that there are solutions to iGaming operators’ challenges in web personalization.

E Commerce 52

E Commerce E-support Social Media Events 52

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Gainsight

MARCH 14, 2023

This article was written by Lila Meyer, Director of Global Education Services, Gainsight. Before moving into my current role as the Director of Global Education Services, I oversaw the Technical Communication and Community Management teams at Gainsight. My previous role helped me to get to know many of the members of our amazing Customer Success (CS) community , to grow the community by welcoming our Product Experience colleagues, and even to select I nSid ed as our online community platform se

E-support 52

E-support Events Customer Success Communication 52

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. In fact, 53% of B2C marketing decision-makers plan to increase their spend on loyalty technology this year.

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

2020 Research

MARCH 14, 2023

Qualitative market research is a critical component of business strategy, as it provides deep insights into consumer behavior, attitudes, and preferences. In recent years, digital research tools have revolutionized the field of qualitative research, making it faster, more cost-effective, and more efficient. One such tool is Qualboard , a digital qualitative research platform that allows businesses to conduct research quickly and easily.

Demo 98

Demo Consumers Insights Books 98

Forrester's Customer Insights

MARCH 14, 2023

The explosion of account-based marketing (ABM) at scale has been enabled by the proliferation of data and insights. It’s now within the reach of all B2B marketers to get more precise about who, how, and when they are engaging with customers and prospects.

Insights 26

Insights Customer Insights B2B Marketing 26

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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

SmartKarrot

MARCH 14, 2023

Role: Director of Customer Success Location: NAMER, United States (Remote) Organization: Appvance As a Director of Customer Success, you’ll ensure that consumers utilise Appvance actively and receive a return on their investment (ROI) and business value. Create strategies and procedures that enable top-notch customer adoption, growth, and retention.

Customer Success 19

Customer Success ROI Consumers Customers 19

Forrester's Customer Insights

MARCH 14, 2023

As part of Forrester’s research into securing what you sell, we have long advocated for security leaders to overlay their own activities with the rest of the product team and to engage in the product lifecycle before the product has even been defined.

Management 26

Management Engagement Customers 26

MyCustomer

MARCH 14, 2023

Embracing Consumer Duty to Deliver Positive Outcomes for the UK Financial Services Sector The new FCA Consumer Duty is intended to improve.

Consumers 86

Consumers 2023 Financial 86

2020 Research

MARCH 14, 2023

The post The Future of Qualitative Research: Insights from a Global Qual Leader appeared first on Sago.

Insights 75

Insights Webinar 75

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

BirdEye

MARCH 14, 2023

The difference between securing a new client and losing them to the competition can often hinge on the strength of your business proposal. This tool has the power to demonstrate your ability to meet the unique needs of potential clients, but it requires careful preparation. In order to create a winning proposal, you must first thoroughly understand the client’s needs, research the industry, and develop a strategic approach that showcases your expertise and ability to deliver results.

Document 10

Document Reference Presentation Events 10

DemandJump

MARCH 14, 2023

Sure, everyone knows you need content for your website—that’s a no-brainer. The real question is, what content should be on a website ? Really, all forms of website content need to work together to delight and engage your target audience.

Engagement 10

Engagement 10

Forrester's Customer Insights

MARCH 14, 2023

Silicon Valley Bank’s (SVB) collapse is still reverberating around global markets, causing investors to scrutinize the institutions at the heart of the startup ecosystem and prompting plunges in some banks’ stock prices despite the rapid response of banking regulators worldwide.

Banking 26

Banking Marketing Information Technology 26

Maru Group

MARCH 14, 2023

Todd Trautz Maru/Matchbox | March 2023 A global entertainment studio enlisted Maru to help advise them on content planning. They needed to identify which series or movie to reboot out of a set of more than 20 titles and discover the format that would be the most successful for various audiences. Additionally, the entertainment studio sought to leverage the emotional connection to the original movie or show to draw in a new generation of viewers while capitalizing on the previous audience.

Entertainment 82

Entertainment CEM 2023 Touchpoint 82

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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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