Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based their renewal decisions on emotional connections, financial realities, and the amount of trust they have that a service can deliver sustained value. During the current crisis, the importance of those elements of connection, finances, and trust has only increased.

Financial 62

Financial Customer Retention Customers Customer Success 62

Kustomer

JUNE 9, 2020

Banking has changed drastically over the years. Today, you don’t have to drive to the bank and meet with a teller to make a withdrawal or move money from a checking to a savings account. Instead, you can use a secure app to take care of these menial tasks from the palm of your hand. These features in online banking demonstrate just a few of the many ways customers feel satisfied by the convenience the digital world offers.

Banking 52

Banking Customer Service 2018 Demo 52

Ecrion

JUNE 9, 2020

As customer expectations rise, customer experience is emerging as a key brand differentiator. Statistics show that brands that provide a superior customer experience generate 5.7 times the amount of revenue than those who don’t. Companies that put their customers first are 60% more profitable than less customer-centric counterparts. Even without these kinds of stats, it’s easy to see that improving customer experience is a recipe for success.

Customer Experience 72

Customer Experience Net Promoter Score Social Media Average Handle Time 72

TechSee

JUNE 9, 2020

Sam and Adele Turner, a retired couple, have noticed that their refrigerator is not working as it should. Yesterday, the butter was softer than normal and today the milk was spoiled. The Turners are worried. Their concern is not so much about having to pay for an appliance repair; rather, they are downright nervous about having a technician come into their home during the current pandemic.

Consumers 109

Consumers Innovation Technology Customer Service 109

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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.

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Michel Falcon Experience

JUNE 9, 2020

On this episode, I welcome Aaron Kaufman, the President of the Fifth Element Group, based in Toronto. Aaron asks: What can companies do to rebuild their company culture? When do you empower your team and how do you measure it? How do you prepare a team member for a leadership position? Listen to the podcast by clicking here. Email me if you’d like to be a guest on my podcast.

Leadership 109

Leadership Culture Measurement Customer Service 109

ShepHyken

JUNE 9, 2020

Culture Design in the Customer Experience. Engineering the Mindset and Behaviors Behind Good Customer Service. Shep Hyken interviews Jason Korman , CEO of Gapingvoid Culture Design Group. They discuss how culture impacts customer service and experience and strategies for designing the company culture. Top Takeaways: Culture and culture design are management systems.

Culture 87

Culture Employee Experience Customer Service Customer Experience 87

One Millimeter Mindset

JUNE 9, 2020

Is the story you tell clients and colleagues a trustworthy professional story? Or, does your story shapeshift, depending on who is listening? Depending on What’s In It For You? When the professional story you tell is never the same, twice in a row, consider whether you are building client trust. Plus, when your story is inconsistent, it becomes an exhausting story to tell.

Workshop 81

Workshop Communication Loyalty Leadership 81

SurveyGizmo

JUNE 9, 2020

Welcome to the June 2020 edition of the SurveyGizmo Monthly Insider newsletter. Each month, we will share product and solution news, use cases, and other helpful information. Is this information valuable? Is there more you want to hear from us? Please provide your ideas and feedback using this survey. We have shared in previous newsletters how we and our customers are coping with the pandemic.

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2020 Roadmap Sales Consumers 80

Kustomer

JUNE 9, 2020

Banking has changed drastically over the years. Today, you don’t have to drive to the bank and meet with a teller to make a withdrawal or move money from a checking to a savings account. Instead, you can use a secure app to take care of these menial tasks from the palm of your hand. These features in online banking demonstrate just a few of the many ways customers feel satisfied by the convenience the digital world offers.

Banking 52

Banking Customer Service 2018 Demo 52

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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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Experience Matters

JUNE 9, 2020

In my previous post, I identified five strategies for leaders to combat discrimination within their organizations. That was the start of Qualtrics XM Institute’s efforts to eliminate discrimination. One of the other ways that we can hopefully drive improvements is to use our research to shine a light on some of the issues. Given that reports have shown that COVID-19 is disproportionately affecting communities of color in the United States, we decided to look at two recent data-oriented posts wit

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2020 Employee Experience Customer Experience Customers 75

Gainsight

JUNE 9, 2020

A few weeks ago, Gainsight hosted an intimate virtual gathering of over a dozen Security executives, featuring two industry titans, Enrique Salem , Partner at Bain Capital Ventures, and Corey Thomas , CEO and Chairman of Rapid7, to discuss, “How Security Companies are Driving Growth from their Customer Base in a Downturn.”. We took away from the conversation 5 key lessons that can help Security companies thrive during this time: 1.

Insights 52

Insights Transportation Hospitality Demo 52

CSM Magazine

JUNE 9, 2020

At the time of writing this article Reassured’s Google My Business listing had generated an impressive 2,011 customer reviews with an average rating of 5-stars. No mean feat in this day and age, when a negative online opinion is never far away. But why is this such a good thing for Reassured, now the UK’s largest life insurance broker? SEO manager Ben Bendall explains how and why they have harnessed Google reviews to grow their brokerage business and enhance their digital presence.

Insurance 52

Insurance 2009 Financial Customers 52

NetBase

JUNE 9, 2020

Standing out from competitors today requires strategic marketing informed by digital consumer intelligence. Leading brands in every category rely on its insight every day – and your brand should be too! Digital consumer intelligence is a brand’s everything – and we share why that is and what it is, along with insight around: How digital consumer intelligence helps your brand find out what you want to know, and more importantly what you don’t know.

Consumers 67

Consumers Brands Social Media Innovation 67

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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

CSM Magazine

JUNE 9, 2020

Silverbear, the UK and Ireland’s membership CRM expert, has gone to the top of the class after winning a contract to support the Teaching Council, the professional standards body for the teaching profession in Ireland, as it transitions towards becoming a digital organisation. The firm, which holds more Microsoft accreditations than any other UK-based CRM provider and processes £36.6m in membership payments each month, beat the competition in an EU-wide competitive tender process.

Document 52

Document Customer Base Communication Management 52

MyCustomer

JUNE 9, 2020

Loyalty COVID-19: Is customer experience relevant anymore?

Customer Experience 69

Customer Experience Loyalty Customers 69

Bizagi

JUNE 9, 2020

Industry 4.0 is here. Manufacturers need to transform their supply chain management if they want to keep up. In a 2018 Forrester survey , 58% of global decision makers at manufacturing firms said that they are undergoing digital transformation and 19% claim to have already completed that transformation. The manufacturing industry is no stranger to the concept of continual change.

Technology 52

Technology Connections 2018 2019 52

Maru Group

JUNE 9, 2020

Community – a group of people living in the same place or having a particular characteristic in common. The notion of obtaining information from a group of people with some common characteristic is a foundational pillar of research – in market research, this can take the form of questions and surveys directed at an audience who behave in a particular way – such as purchasing a particular brand or being customers of a particular company.

Healthcare 52

Healthcare Document Events Engagement 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

CSM Magazine

JUNE 9, 2020

A nationwide study commissioned by Eskenzi PR and carried out by OnePoll, observed the attitude amongst the UK workforce towards remote working and the increased use of video conferencing tools. The survey of a thousand individuals found that software such as Skype, Zoom and Teams have helped to lessen the impact of this abrupt change in circumstances.

Connections 52

Connections Communication Management Customer Service 52

Knowmax

JUNE 9, 2020

Omnichannel Contact Center: A Guide to Better Customer Service.

Contact Center 52

Contact Center Omnichannel Customer Service Customers 52

Forrester's Customer Insights

JUNE 9, 2020

Audio experiences are getting an upgrade. We’re used to great audio for music, videos, and calls. Now many of us talk to virtual assistants on our smartphone and increasingly on smart speakers (clients see The State Of Voice Assistants, 2019). Tech companies are using improved microphones, computing, and artificial intelligence to create conversational experiences in […].

Innovation 33

Innovation 2019 User Experience Technology 33

ReviewTrackers

JUNE 9, 2020

Most restaurants include menus on their Yelp listings, but you can also do the same thing on your Facebook Page. You can do this through one of two methods: Use a Facebook account that either manages an individual Page or through Facebook Business Manager. Uploading the menu through SinglePlatform. Adding a menu on Facebook can keep people, who can potentially turn into actual customers, hooked on your business Page.

2018 109

2018 Consumers Information Management 109

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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

SmartKarrot

JUNE 9, 2020

Well, it is just about okay if your best-laid plans hit a rock bottom. It is quite alright if things don’t turn out the way you envisaged. Figure something else out and try again. In the case of customer success, these rock bottom or what we call as the pitfalls could make the hair-line difference between churn and customer stickiness. To make sure, you do not fall trap to such post-sales pitfalls, here are some battle-tested ideas that would help you combat churn and showcase the best practices

Sales 11

Sales Customer Success NPS Customer Base 11

Eptica

JUNE 9, 2020

Date: Tuesday, Juin 2, 2020 Author: Arnaud Dufournet - Chief Marketing Officer Service client : ce que les sages de l’Antiquité ont à nous apprendre. Publié le: 02 Juin 2020. Auteur: Arnaud Dufournet - Chief Marketing Officer Bien que le service client constitue en soi une discipline relativement récente, les meilleurs services s’appuient sur des qualités humaines naturelles et intemporelles telles que l’empathie, la communication, l’apprentissage et la soif de connaissance.

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2020 Article Communication Information 79

kommunicate

JUNE 9, 2020

In this post, we will talk about the best NLP libraries for Node and JavaScript that we have come across. Let’s start right away. We have also compiled a video for the same as well: What is Natural Language Processing (NLP)? Natural language refers to the way humans communicate with each other. Natural Language Processing [.]. The post NLP Libraries for Node and JavaScript appeared first on Kommunicate Blog.

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Reference Blog Communication 81

SmartKarrot

JUNE 9, 2020

Now you might be wondering why the process of customer onboarding is so important. Let me break it to you it is the onboarding process that makes or breaks the deal. A positive onboarding experience confirms that your clients made the right choice, and later, in the long run, helps them stick around. Coming back to the question, why is it that a customer onboarding framework is the talk of the town?

Customer Centricity 10

Customer Centricity Document Customers Definition 10

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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