CSM Magazine

DECEMBER 7, 2020

The customer experience encompasses the entire set of customer interactions with a brand. Typically, the consumer experience starts with getting to know the company. Further – the beginning of an interaction, ordering, payment, use of a product or service, brand support. Some of the things that affect customer experience include brand positioning, market awareness; service level, employees’ communication; the convenience of interaction, availability of points of sale; unobtrusiveness of th

Customer Experience 52

Customer Experience Net Promoter Score NPS Customer Journey Mapping 52

GetFeedback

DECEMBER 7, 2020

Customer feedback prompted changes that resulted in month-over-month revenue growth for Mylo.

Customer Experience 341

Customer Experience Feedback Customers 341

ShepHyken

DECEMBER 7, 2020

Each week I read a number of 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. Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. (Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers.

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Article 2020 Customer Service Loyalty Programs 144

GetFeedback

DECEMBER 7, 2020

How to set up a closed-loop feedback program to improve the customer experience and increase customer loyalty.

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Feedback Loyalty Customers Customer Experience 195

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Bold360

DECEMBER 7, 2020

COVID-19 has accelerated multiple trends, such as remote work, remote learning, digital streaming, and all kinds of multi-channel digital engagement. With customers moving so rapidly to virtual and digital spaces, organizations have been forced to pivot their customer engagement and scale their support capacities. . Prior to the pandemic, many organizations had already made large investments in digital transformation.

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Multi-Channel Customer Engagement Roadmap Engagement 98

NICE inContact

DECEMBER 7, 2020

To maintain your service level, what are the top metrics you should be tracking? Check out the list in our blog of top 10 metrics and KPIs to keep your customers satisfied and loyal to your brand.

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Metrics Customer Service Blog Customers 62

DemandJump

DECEMBER 7, 2020

Have you ever gotten less credit for something than you deserve? Whether this question calls to mind a group project from college, getting passed over for an award, or that time your frenemy ripped off your signature recipe and sold out the bake sale, these memories don’t have to be recent for us all to agree: it doesn’t feel great. When a job is well-done, it deserves to be recognized.

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Entertainment Marketing Article Insights 90

inQuba

DECEMBER 7, 2020

We’re very excited to be able to announce that inQuba has secured expansion capital from venture capital firm Knife Capital and leading African corporate and investment bank Rand Merchant Bank (RMB). This builds on the existing investor base that includes the founding team and ICT investment specialist Convergence Partners. The funding is an investment in the future of Customer Journey Management globally, and strategically positions us to further enhance our Journey Cloud platform, accelerating

E Commerce 59

E Commerce Telecommunications Banking Customer Journey 59

Gainsight

DECEMBER 7, 2020

You’ve done your research, met with customers, and determined exactly what product or features need to launch in order to drive revenue or win market share. But how will you bring everything to life? Do you have enough budget and engineering resources? What are all the steps you need to take to ensure a delightful customer experience? While most Product Managers focus on what to launch and when , Project Managers are brought in to work side by side with Product Managers to help them determine ho

Management 59

Management Measurement Engagement Customer Engagement 59

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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

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CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Sunnyvale, Calif.— Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Members of the CSM Practice Advisory Board are some of the most respected thought leaders in the field of customer success.

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Chief Customer Officer Consulting Customer Success Customer Centricity 81

SurveySparrow

DECEMBER 7, 2020

Before the COVID-19 pandemic hit us, digital transformation was already a top priority for businesses. Increasingly, customers and clients were going digital to find products and services. Then, 2020 arrived, and a digital transformation roadmap became the need of the hour. . The pandemic has increased our already high reliance on digital tools. For businesses, this means that a digital strategy has become unavoidable.

Roadmap 52

Roadmap Social Media Net Promoter Score Communication 52

Education Services Group

DECEMBER 7, 2020

What’s the difference between emotional and behavioral loyalty? Let’s face it – customers are expensive to obtain. Enterprise accounts are even more expensive to win, and you’re almost always facing a competitive situation. What is a SaaS company to do when the competition is so fierce? The goal for Customer Success organizations is to develop emotional loyalty in your customers as opposed to behavioral loyalty.

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Loyalty Customer Success Culture Customers 52

inQuba

DECEMBER 7, 2020

We’re very excited to be able to announce that inQuba has secured expansion capital from venture capital firm Knife Capital and leading African corporate and investment bank Rand Merchant Bank (RMB). This builds on the existing investor base that includes the founding team and ICT investment specialist, Convergence Partners. The funding is an investment in the future of Customer Journey Management, globally.

E Commerce 52

E Commerce Telecommunications Banking Customer Journey 52

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Martin Hill-Wilson

DECEMBER 7, 2020

Image by Gerd Altmann from Pixabay. Here’s my take on the series of high profile acquisitions currently impacting the customer service/engagement space. Cisco intends buying IMImobile for $730m. Salesforce has snaffled Slack for $27.7bn. Facebook stumped up $1bn for Kustomer while Softbank has just taken a $690m stake in Swedish customer engagemment company Sinch.

Engagement 52

Engagement Customer Service Customers 52

Chadwick Martin Bailey

DECEMBER 7, 2020

Chris has over twenty years of high-tech, telecom, and media industry expertise across a range of game-changing initiatives, including market segmentation, new product development, brand positioning, marketing effectiveness and customer loyalty optimization. Leading brands including Apple, Cox, Comcast, and Dell, trust Chris to lead their largest and most complex insights initiatives. 1.

Wireless 52

Wireless Telecommunications Magazine Innovation 52

Lithium

DECEMBER 7, 2020

Hello, to all of our Atlas members! We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Read the highlights of Khoros innovation here! Our virtual assistant, Maia , has been busy learning new ways to enhance your Khoros experience.

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2020 Innovation Metrics Events 52

CSM Magazine

DECEMBER 7, 2020

Aviad Abiri of NICE examines how service organizations will need to incorporate agility in their functioning to succeed in a constantly changing world. Striking a balance between efficiency and customer experience has been a staple of good contact center strategy. Recent global trends and changing cultural shifts are going to require contact centres to add a third critical element to succeed in a dynamically changing world: extreme digital CX agility.

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Contact Center 2021 Insights Interaction 52

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

inQuba

DECEMBER 7, 2020

Companies can make a positive impact on the economy by including South African youth in transformation efforts. inQuba, a world-leader in Customer Journey Management, has secured expansion capital from venture capital firm Knife Capital and leading African corporate and investment bank Rand Merchant Bank (RMB). This builds on the existing investor base that includes the founding team and ICT investment specialist Convergence Partners.

Customer Journey 52

Customer Journey E Commerce Management Telecommunications 52

MyCustomer

DECEMBER 7, 2020

Engagement 18 CX & EX books to read in 2021.

Books 122

Books Employee Experience 2021 Engagement 122

Topdown

DECEMBER 7, 2020

Human communication has been a vital aspect of society since the beginning of time. Even before written languages developed, tribal societies developed an iconographic form of communication depicting their primitive versions of verbal communication. In today’s business, personal, and professional relationships, communication is the essential ingredient to creating successful and long-lasting connections.

Customer Experience 62

Customer Experience Communication Connections Customers 62

Talkdesk

DECEMBER 7, 2020

“Checkmate!” I remember the feeling of pride in saying the word. I started playing chess at the age of six, and by seven I competed in my first national chess championship. The thrill of victory sparked the initial desire to compete, but it’s not what kept me playing for more than 15 years. It was so much more than that. . Chess, like life, is an existential game.

Connections 61

Connections Feedback Customer Experience Customers 61

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Information

DemandJump

DECEMBER 7, 2020

Since email became offered for free to the general public in the mid-to late-1990s, it has become a central part of the way we communicate. Back then, AOL’s announcement “You’ve got mail” was a cause for heart-pounding excitement. Today, the shine has worn off, and many of our inboxes can become more of a stress than anything else. Though half of the global population (or more, by the time you read this) uses email, today many emails go unopened.

Marketing 59

Marketing Social Media Return on Investment Touchpoint 59

Happy or Not

DECEMBER 7, 2020

Our customers share how they are using CX data to quickly adapt to change No one could have predicted that we would be in the throes of a pandemic at the very start […]. The post The Pandemic vs. Customer Experience appeared first on HappyOrNot.

Customer Experience 64

Customer Experience Customers Blog 64

DemandJump

DECEMBER 7, 2020

From 2017 to 2019, marketing spending in the U.S. rose by over $6 million. 25% of this spending is related to media placement! Whether it’s pay-per-click advertising, social media outreach, or traditional print and television advertising, the cost and importance of getting your message heard is rising all the time. And the smaller a business is, the more of its revenue is allocated to marketing—businesses of 1-20 employees may spend as much as 25% of revenue on marketing, compared to 7% at busin

Multi-Channel 59

Multi-Channel Social Media Advertising 2017 59

PK

DECEMBER 7, 2020

Each day seems to bring with it a new streaming service—HBO Max and Peacock both launched this year, and Discovery+ is slated to launch in early 2021, to name a few. […]. The post Webinar recap: OTT, streaming, and the frontier of digital media appeared first on PK.

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Webinar 2021 Article Loyalty 52

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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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