ShepHyken

MAY 1, 2023

Each week, I read many 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. U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate.

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2023 Article Customer Service 2009 13

InMoment XI

MAY 1, 2023

In today’s highly competitive business landscape, delivering exceptional customer experience (CX) is essential for any organization to remain relevant and successful. However, many businesses struggle to find success with their CX program because of organizational silos. What Are Organizational Silos? The term “organizational silos” refers to the condition in which different teams or departments within a company operate in complete isolation from one another.

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Reference Culture Touchpoint Customer Centricity 260

BirdEye

MAY 1, 2023

Making the most of customer reviews to boost your brand awareness, sales, and earning potential is key. It’s essential to not only gather this valuable feedback but also understand how to harness its power. In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews.

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Social Media Feedback Advertising Customers 97

Integrity Solutions

MAY 1, 2023

Many of our important decisions in life are influenced by both emotional and rational attributes, and often, the pull of the emotional is what rules the day. This simple truth goes a long way toward explaining why it takes more than just intellect and know-how to be a high-performing salesperson. As Daniel Goleman noted in his groundbreaking book , “Emotional Intelligence,” research shows that up to 90% of performance effectiveness is due to emotional savvy rather than technical know

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Customer Relationships Sales Customers Loyalty 91

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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

The DiJulius Group

MAY 1, 2023

Every so often I like to discuss several related topics under one umbrella. The underlying theme here is the power each member of every organization has to offer its customers either a true secret service company experience, where the customer journey has an almost magical flow or one that causes the customer to ultimately jump. Read Full Article The post Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience appeared first on The DiJulius Group.

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Leadership Customer Experience Customer Journey Article 118

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” But is that really true? In this article, we’ll explore why relying solely on great service is actually a trap that could lead to the downfall of your business. Here are 4 Reasons Why Great Service is a Trap That Will Ruin Your Business Great Service is Expected Customers expect a certain level of service when they interact with any business.

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Loyalty Programs Social Media Loyalty Innovation 64

BirdEye

MAY 1, 2023

If you’ve ever struggled with figuring out how to price your products, you’re not alone. A Google search for “struggle with setting prices” will yield 542 million relevant search results. Many business owners don’t know how to price their products or services. But, thankfully, there are several viable strategies you can leverage. Getting your pricing strategy right helps your business grow and turn profitable.

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Telecommunications Consumers Customer Retention Marketing 98

Middlesex Consulting

MAY 1, 2023

Customer Quiet Quitting Customers are not obligated to spend more money with you after their initial purchase unless they purchase something under a special agreement. However, you know that they will eventually need support, replacement parts, software upgrades, training, consumables, and on-site service work. You should be concerned if your company has not heard from […] The post Quiet Quitting Is Not Just for Employees — Customers Are Doing It Too appeared first on Middlesex Consulting.

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Consulting Consumers Customers Loyalty 78

IntouchInsight

MAY 1, 2023

From Consumer Trend Reports to the Annual Drive-Thru Study , Intouch Insight has been a trusted source of customer experience data for years. Now, in 2023, we're launching a new annual report - Emerging Experiences. In this series, we will examine some of the most impactful trends shaping customer experiences today.

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2023 Consumers Insights Customer Experience 107

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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

Retail

SurveySparrow

MAY 1, 2023

Coaching feedback is a critical aspect of coaching that helps individuals identify areas for growth and improvement, whether it is personal or professional coaching. In this blog post, we will explore the importance of coaching feedback, different types of feedback, and strategies for giving and receiving feedback effectively. Why Coaching Feedback is Important?

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Feedback Communication Employee Experience Engagement 52

Braze

MAY 1, 2023

Findings from a survey of 1,500 VP+ marketing decision-makers across 14 global markets reveal key opportunities for UK brands and their marketing and customer engagement efforts.

Customer Engagement 52

Customer Engagement Engagement 2023 Customers 52

SAP Customer Experience

MAY 1, 2023

Hello learners! You asked, we listened! Here begins the expert live session journey for SAP Sales Cloud! In this 2 day Live Session you get to learn and interact with our expert who will be presenting the various capabilities this solution provides. This will help you with certification readiness as.

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Sales Presentation Interaction Customer Experience 51

Forrester's Customer Insights

MAY 1, 2023

Companies must make decisions to modernize while navigating a challenging economic climate. They must balance the need for speed and agility against cost pressures. They must balance the need to better serve customers against pressures to reduce headcount. Forrester sees more companies turning to industry CRM to help manage these journeys.

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Management Customer Relationship Management Customer Relationships Customers 26

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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

2020 Research

MAY 1, 2023

For this edition of our Around the Globe series, join us as we travel to Atlanta, Georgia, to meet Erin Jewell, the Vice President of Digital Marketing & Operations at Sago. With nearly two decades of experience with the company, Erin has seen Sago grow and evolve. Keep reading as she reflects on her journey with Sago so far, and discover her most memorable experiences with the company, her favorite family rituals, and more.

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Travel Reference Culture Connections 98

kommunicate

MAY 1, 2023

Last Updated on May 1, 2023 “The art of medicine consists of amusing the patient while nature cures the disease.”— Voltaire A visit to a healthcare facility is not pleasant. You have to deal with the doctors, the financial aspects of it, the mental trauma of dealing with the disease, and, most importantly, the disease [.] The post 9 Patient Retention Strategies For Your Healthcare Institute In 2023 appeared first on Kommunicate Blog.

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Healthcare 2023 Financial Blog 97

Zonka Feedback

MAY 1, 2023

Feedback is essential for delivery businesses to improve their service, maintain customer satisfaction, and build a strong brand reputation. Check out the top Customer Satisfaction Survey Questions, Examples & Templates in this article. Delivery Businesses are on the rise. For customers and frequent buyers, it is one of the most convenient and easy sources to purchase goods and services without spending time and effort on visiting stores or getting stuck in the traffic on the road.

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Customer Satisfaction Apparel Feedback Article 52

Uplight

MAY 1, 2023

Built In’s Moxie Awards celebrate women’s contributions to tech, especially those who are creating change from the ground up. Uplight’s own Momo Nakamura, Senior Manager, Customer Growth & Marketing Operations, was selected as a 2023 Moxie Award Winner. Momo is a rising leader in the Climate tech field, a mentor and role model to other Read More The post Congrats, Momo Nakamura, Built In Moxie Award Winner appeared first on Uplight.

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2023 Marketing Management Customers 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

Kapta Customer Success

MAY 1, 2023

Customer success is essential to the long-term growth of your organization for many reasons. Helping customers achieve measurable results by using your product or service has been found to be the best predictor of customer retention. When you boost retention, you increase renewals and drive revenue through upsells, cross-sells, and referrals.

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Customer Retention Customer Success Culture Measurement 52

Russel Lolacher

MAY 1, 2023

In this episode of Relationships at Work, Russel chats with culture consultant and wellness counsellor Rita Chand on what bullying in the workplace feels like, looks like and what we can do about it. A few reasons why she is awesome — she is a certified life coach, a wellness counsellor, and a facilitator. And she specializes in recognizing bullying.

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Culture Workshop Books Definition 98

Method:CRM

MAY 1, 2023

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Learning from your CRM and customer experience data is most valuable when it comes to understanding your customers and improving their satisfaction levels.

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Customer Experience Customers Customer Service Interaction 93

Forrester's Customer Insights

MAY 1, 2023

Cybersecurity threats continue to plague organizations, multiplying like Mogwai in the 1984 hit movie “Gremlins” (just don’t feed them after midnight). Forrester data shows that almost three-quarters of organizations reported one or more data breaches in the past 12 months.

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2023 Management 49

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Information

ReviewTrackers

MAY 1, 2023

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West Monroe

MAY 1, 2023

“The goal of a customer support organization is to go out of business.” This tongue-in-cheek refrain in the customer support community teases at the dependency software providers have on support delivery given product complexity and immaturity. The mandate of customer support has always been to balance the customer experience with efficient, scaled operations in the context of the product roadmap and known gaps.

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Roadmap Metrics Customers Technology 52

Forrester's Customer Insights

MAY 1, 2023

Financial services (FS) firms are no strangers to innovation. Deep pockets and customer pressure to continually differentiate means that new digital capabilities are constantly in development. Still, this process is not unfettered.

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Financial Innovation Information Banking 26

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO. Regardless of where you start your career in customer success, when the time comes to helm a CS program for the first time, the sheer number of things to address can be daunting.

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Chief Customer Officer Return on Investment 2013 Customer Success 59

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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