Alida
JULY 14, 2021
How would you describe a digital insight community and its value to your organization? At Alida, we define a digital insight community as a customer engagement platform you can use to uncover agile, actionable insights from the right people at the right time—at scale. And how do we know? Well, we invented it.
ShepHyken
JULY 14, 2021
How do you say Yes to every customer request ? Is it possible? Is this customer service utopia? My friend Christine Trippi wrote a book titled Yes Is the Answer. And Cameron Mitchell, about whom I’ve written before, wrote a book with a similar title, Yes is the Answer. What is the Question ? Both of these authors have a hospitality background. Trippi is a world-class, award-winning hotel manager and Mitchell is a super-successful restauranteur.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Heart of the Customer
JULY 14, 2021
This post picks up where last week‘s left off… In giving bonuses based on overall survey results, companies are assuming that 1. teams actually know what to do in order to improve customer satisfaction and 2. they won’t do it unless incented to. Both points in that statement need to be analyzed. First, understanding how […]. The post Change Management, Not “Bribes,” Improves CX appeared first on Heart of the Customer.
ChurnZero
JULY 14, 2021
Customer Lifetime Value (CLTV) , also known as, Lifetime Value (LTV), is the gross profit a customer delivers to your business in their lifetime. It is the amount of revenue your business will make from a customer over their average lifetime as a customer. This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts
Advertisement
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.
CSM Magazine
JULY 14, 2021
A recent study from LoyaltyLion has found that if retailers can create emotional connections with their customers, they will see a greater ROI from their marketing investment. The Community Matters report , which involved a survey of more than 4,000 consumers, explains how making customers feel aligned with your values, and offering experiential benefits that elevate their shopping experience, are important in motivating them to join your brand community and engage in actions such as writing pos
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Magellan Solutions
JULY 14, 2021
Other industries can outsource customer service and yield all of its benefits as well. When we talk about customer support outsourcing , most businesses will immediately think of big industries such as Information Technology and Finance. But lesser known and growing industries can also benefit from it. In this article, we will discuss how outsource customer service solutions can help any type of industry succeed.
IntouchInsight
JULY 14, 2021
At Intouch Insight, we’re constantly working on rolling out new features that will help you reach the top of your game. We have introduced several new additions across our platforms and can’t wait for you to use them.
Conversocial
JULY 14, 2021
Knowing that there’s been an increase in customer conversations with your company doesn’t provide insight into a customer’s mindset - it’s only half the battle. You need to know what they’re actually saying (customer intent data) in order to deliver great customer experiences. Each quarter we look at data from the Conversocial platform to analyze the different trends across a number of industries.
CSM Magazine
JULY 14, 2021
Fulfilling one’s potential resides at the very top of the Maslow’s hierarchy of needs. Yet, people often get stuck in who they are and what they do. You get a degree, a job, you learn a few things, and you think that’s it. However, it doesn’t have to be. Progress is constant and setting personal development goals can help you become a better version of yourself.
Advertisement
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
Playvox
JULY 14, 2021
Contact center performance management is led by an operations manager who is dedicated to improving the engagement of their agents. It requires a toolkit of quality monitoring, coaching, gamification, and most importantly, a top-tier workforce management system. With the right workforce management tools, you will be equipped to boost your contact center’s success — and strengthen your brand at the same time!
Magellan Solutions
JULY 14, 2021
Why US Companies Prefer Inbound Call Center Philippines. There is no magic reason why US companies prefer inbound call center Philippines. While there are many possible reasons, it boils down to these top three: affordability, skills, and culture. Which has been proven useful when it comes to call center services inbound. . Let’s expound further down below. .
MyCustomer
JULY 14, 2021
Engagement CX Leader Sessions: View all shows on-demand now.
Magellan Solutions
JULY 14, 2021
2021 BPO Status in the Philippines. The working conditions increased the fear of Covid-19 among 247 bpo services inc. The pandemic damaged even the BPO sector. But the BPO industry in the Philippines accommodated many adjustments. This is to allow employees to continue doing their jobs. Moreso, Filipinos are resilient. Large corporations and the ever-increasing number of SMEs appreciate this trait.
Advertisement
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,
.png)
Qualtrics
JULY 14, 2021
Today, nearly half of the U.S. workforce plans to look for a new job in the next 12 months. After a year that has seen a pandemic, unprecedented digital transformation, and employees having more options than ever before, it has become impossible to overstate the importance of delivering an incredible experience for your workforce. The employee experience has become a massive differentiator for companies that are fiercely competing for the best talent — and critical to helping them engage and ret
DemandJump
JULY 14, 2021
Website content is critical to the success of your business. The best content for your website is content that informs your audience about what your company does. It educates readers about how you can solve their problems. Most importantly, it answers the questions your audience is asking.
Qualtrics
JULY 14, 2021
More than a year ago, we commandeered couches and erected office nooks in our bedrooms as we hunkered down to work from home for what (we assumed) would be a few months, at the most. Now, many of us are still conducting conferences from our kitchens and leading teams dressed in sweatpants. . But as vaccines roll out and COVID cases subside, companies across the globe are working to bring employees back to the office — at least part of the time.
SmartKarrot
JULY 14, 2021
Role: Director of Customer Success and Operations Location: Remote, San Diego, CA, US Organization: GoShare As a Director of Customer Success and Operations, you will ensure that every customer and driver has a great experience with GoShare. Oversees the daily workflow of the department. Maintain weekly schedule for the customer support team and PTO requests.
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.
dscout People Nerds
JULY 14, 2021
Make sure every usability test goes off without a hitch. We’ve built a robust checklist to ensure you’re prepared for everything prior, during, and after the test.
CustomerSuccessBox
JULY 14, 2021
Adoption is the phase where customers get acquainted with your product, integrate it into their workflow and learn ways to use it that maximizes their benefit. Customers only adopt a product if it helps them achieve their goal. Why the Adoption Phase Matters in SaaS. Generally, a subscription-based business, renewals, and recurring payments hold the key values.
CSM Magazine
JULY 14, 2021
No business can cater to everyone’s needs. Therefore, different companies choose to specialize in different products and provide different types of services to those who require them. To attract the right customers and drive sales, businesses employ various tools that are usually part of their global marketing strategy. And displaying their value proposition is one of the most critical components in the success of their entrepreneurial ventures.
Forrester's Customer Insights
JULY 14, 2021
A question I often get from Forrester clients is: “Do you have a martech reference architecture that I can use to build my martech stack?” The short answer is no; but it’s not that simple. First of all, marketers should think in terms of an interoperable martech ecosystem, not stacks or platforms. And secondly, no […].
Advertisement
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.
CustomerSuccessBox
JULY 14, 2021
Customer Success vs Customer Experience. Customer Success. Customer success helps customers get the most out of your product. Customer success is a long-term strategy that focuses on enhancing deeper relationships with customers by helping them achieve their desired goals for using a platform or application. By aligning your goals with those of your customers will help your customers gain greater value and mutual growth.
Forrester's Customer Insights
JULY 14, 2021
Greetings everyone! Each month, the infrastructure and operations (I&O) team writes incredible research. As a research director, I get to not only see the final outcome but also all of the work and client insights that went into its creation. For those who know me, I am quick to call these out via inquiry calls […].
TechSee
JULY 14, 2021
Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. The technology has ushered in the age of virtual ‘multi-sense’ assistants that can see, hear, read and interact naturally with customers.
Expert insights. Personalized for you.
246 
Let's personalize your content