Fri.Jul 17, 2020

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What do B2B Customers Need Now to be Happy?

Daniel Group

Welcome to Success Strategies. B2B Customers have a very different set of needs to be happy with your company and to remain loyal. Compared to B2C, the B2B purchase is not a one-time, one-on-one interaction. It is more of an ongoing relationship than periodic transactions. The B2B provider is often an extension of the customers’ business operations.

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4 Strategies to Keep Customers Engaged and Coming Back

ShepHyken

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Rebuilding Patient Experience in the Healthcare Industry

Second to None

The pandemic has dramatically changed the healthcare industry. Front-line workers across healthcare organizations are dealing with unprecedented risk to ensure our safety. And the way healthcare services are being conducted has permanently changed. How can healthcare organizations sustain customer trust? Your organization must start with creating a positive and authentic patient experience.

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With Infrequent Customer Interactions, Make Every one Count

SaleMove

I changed automobile insurance providers like socks in my twenties, always chasing the best deal. I had literally never made a claim, so, in my mind, I was simply out for the least expensive coverage on the market. At one point, that happened to be my insurer (let’s call it Insurance Company International – ICI […]. The post With Infrequent Customer Interactions, Make Every one Count appeared first on Glia Blog | Digital Customer Service Explained.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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3 Key Questions for an Effective Outsourced Contact Center RFP

Advantage Communications

Are you looking to ramp up your customer service with the help of an outsourced contact center ? If so, your business is going to need to create a formal request for proposal (RFP).

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How to Optimize Your Renewal Process When Sales Owns It

ChurnZero

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . It is cheaper to keep a current relationship in place than to lose a client and have to secure a new one. Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. Fortifying relationships with existing clients can make your revenue-generating efforts more fruitful and can help boost your end goal.

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Why loyalty programmes can prop your business up

LoyaltyPlus

It’s no secret that businesses across most industries and sectors have their proverbial backs against the wall. The COVID-19 lockdowns and economic pressure, along with major disruption to operations, has forced business decisions into a corner. Fortunately there is a way out – loyalty programmes. The COVID-19 crisis left many a business in its wake, including the likes of retail giant Edcon, which entered into voluntary business rescue after losing R2-billion under lockdown conditions.

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Khoros Marketing: January Incident Summary and FAQ UPDATED 2/2/2020

Lithium

On January 28th 2020, Khoros suffered an attack on its Social Marketing platform. Below summarizes what happened, how Khoros contained the threat, and what we have done to safely restore our customers to service. Summary. On Tuesday afternoon, Khoros observed suspicious activity in the Khoros Marketing platform that triggered an immediate investigation by our engineering team, resulting in our decision to temporarily shut down the platform.

2020 52
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NetBase Certification for Next Level Consumer Understanding

NetBase

Differentiating your brand requires next level consumer understanding. And NetBase Certification helps brands and agencies become expert at this through targeted, in-depth explorations of social analytics capabilities. We’re sharing a sampling of this expertise below! Specifically, in this piece, we’ll explore the power of: Layering themes for unparalleled depth of insight.

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The 2023 Verint Experience Index: Retail

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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How Unicorns Do It: Inside UIPath's Global Community

inSided

In Episode 6 of The inSide Scoop, we talk to Luiza Dr?ghicean , Community Manager EMEA at UIPath —leading RPA software company & Romania’s first unicorn! Let's learn more about UIPath’s staggeringly successful global community approach and some of the brilliant engagement strategies they are applying. Don't want to listen this time? We've got you—check out the handy transcript of this interview below.

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?3 Ways Process Automation Can Aid Your Business Recovery

Bizagi

In recent months the most digitally innovative companies have been much more able to navigate the disruption of COVID-19. This has allowed them to both limit the impact of COVID-19 and also to take advantage of opportunities. Process management and automation have played a large part in this. For many, the immediate priority has been to rapidly build new processes that respond to new challenges and opportunities in the market such as supply chain problems or the unprecedented demand for small bu

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Jul 17 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Santa Clara, US Organization: Lean Data As a Customer Success Manager, you’ll have to ensure that the customers are continuously receiving and recognizing value from Leandata. Monitor customer usage data, health indicators, renewal dates and growth opportunities. Ensure that the customers achieve the outcomes by partnering with Leandata.

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Pet Care Pod Episode 5: Splurging on Pets, Part 2

Maru Group

In this final installment of the Maru/Matchbox Pet Care Pod, Erica Ruyle, SVP of Qualitative Insights, once again joined me to talk through the last of a two part episode on areas of growing spend in pet care. Specifically, where pet owners are splurging. With the last episode focused on splurging across treats, toys, and other at home care, we opened episode 5 with a quick chat around developing channel dynamics in the pet space.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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How to Increase Customer Lifetime Value in SaaS: 10 Essential Tips

SmartKarrot

Source. In any SaaS organization, there are many metrics they consider to measure their business growth. Those metrics help them identify the gaps and growth opportunities in their business. Once they find them, it becomes easier for them to create strategies for further enhancement of their processes. One such metric that is widely used in SaaS companies is customer lifetime value.

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Pet Care Pod Episode 5: Splurging on Pets, Part 2

Maru Group

In this final installment of the Maru/Matchbox Pet Care Pod, Erica Ruyle, SVP of Qualitative Insights, once again joined me to talk through the last of a two part episode on areas of growing spend in pet care. Specifically, the behavioral science behind where pet owners are splurging. With the previous episode of our pet care podcast focused on splurging across treats, toys, and other at home care, we opened episode 5 with a quick chat around developing channel dynamics in the pet space.

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How to Set up a Home Office: A Guide to Work from Home Effectively

SurveySparrow

Close your eyes and imagine this for a second, you wake up, get dressed, pour coffee in your favorite mug, and head over to your office desk right next to your bedroom. You don’t have to worry about missing the bus or metro! Sounds so peaceful right? Well, due to this coronavirus outbreak, this work-life is a new reality. More than 66% of employees are working remotely during this pandemic.

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What is Attribution Tracking?

DemandJump

Attribution tracking is often talked about in intricate terms using marketing jargon. And then there's technical jargon, which is more complex than the just marketing language. While there is a lot to know about attribution tracking in order to find insights to improve your efforts, it is also far more commonsensical than it might first appear. Attribution tracking is really just about mapping your customer's journey.

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The Open CCaaS Advantage Report

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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Updates to Atlas, June 2020

Lithium

UPDATED/FIXED. Added new Labels for Marketing Blog including, Best Practices, Intelligence, Social Marketing, Experiences, Analytics, Social Strategy, Crisis Management, MFA, Social Inbox. Worked on by and. Cleaned up Kudos leaderboard page. Worked on by and. Increased the height of the reply editor space. Worked on by and. Updated CSS for @mention line breaks.

2020 52
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New Research: Reframing The Buy vs. Build Choice

Forrester's Customer Insights

We’ve launched a new research stream seeking to create “buy vs. build” decision framework for the digital era. Analysts at Forrester are observing very different behavior among clients who need new business solutions. In short, we’re seeing: 1) more clients choosing the “build” option than in past years and 2) new ways of combining buying and […].

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Customer Success Manager: Sample Jobs, Compensation Structure, and Salary Trends

SmartKarrot

Most of the SaaS businesses now realize the value of having a well-equipped customer success manager and team to root the evolving success of their company. Satisfied clients are beaming with renewals and expanding the base, ensuring steady growth in the financial facets. In such a case, the topic of customer success manager salary is like a coffee bean that everyone eyes to spill.

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Protected: Episode 12: Being authentically inclusive

C Space

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Qualtrics partners with NORC at the University of Chicago to bring enhanced rigor and versatility to US population research

Qualtrics

Probability-based survey panels offer the relative affordability and speed of panel-based research, with an additional layer of statistical confidence. That’s why we’ve partnered with NORC’s probability-based AmeriSpeak panel, to give you access directly within the world’s most versatile online research platform. Academic and market researchers help the world make more informed decisions, impacting everything from large commercial investments to public policy at the federal, state, and local lev

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Protected: Ep 12

C Space

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The Importance of SEO and Analytics

Fox Metrics

Almost every digital marketer is looking for a magic wand to get their page to the top of Google front page. Unfortunately, there’s no magic wand to reach search engines’ front page. The closest you can get to a wand is a tool called “analytics.” Analytics is considered the cornerstone of all search engine optimization efforts.

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