Alida

SEPTEMBER 13, 2022

Word clouds can be engaging and easy to digest—just don’t expect in-depth analysis or comparisons from them.

Engagement 130

Engagement Customer Experience Customers 130

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify

Customer Success 86

Customer Success Customer Journey Customers Customer Retention 86

ShepHyken

SEPTEMBER 13, 2022

How Empathy Drives Business Growth . Creating a Culture that Gets and Retains the Best Employees. Shep Hyken interviews Jon Shanahan, co-founder of Businessolver Inc., a benefits administration solution that combines technology and service to help employees get the most value out of their benefits. He discusses creating a culture that delights and retains loyal customers and the best employees.

Culture 64

Culture Insurance 2022 Consulting 64

Magellan Solutions

SEPTEMBER 13, 2022

Does AI Improves BPO Debt Collection Process? Traditional debt collection practices such as frequent phone calls, emails, text messages, and house-to-house visits connote negative customer experience and often result in lending losses. But with the advancement of technology, the BPO debt collection process is now taking the digital approach through the help of Artificial Intelligence. .

Communication 75

Communication Financial Interaction Customer Relationship Management 75

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.

Customers

The DiJulius Group

SEPTEMBER 13, 2022

Everyone wants to know if a recession coming. I am sorry to tell you, but we have been in a recession for over two years…a Customer Service Recession, which will have long-term consequences. Would you like the good news or the bad news first? The good news is, companies can choose to be part of. Read Full Article. The post “Shrinkflation”: Learning to Recognize And Navigate The Customer Service Recession appeared first on The DiJulius Group.

Customer Service 97

Customer Service Article Customers 97

Zeisler Consulting

SEPTEMBER 13, 2022

I once worked with a client who was having a somewhat complicated concern about survey data: Every time they interacted with a Customer they’d send out a survey invitation. That was well and good, but they never knew (does anybody?) when they’d get a response. They put a time limit on the survey in that the invitation expired after 30 days, but they knew their Customers were busy, so it may be a couple of weeks before someone got around to filling it out.

Metrics 72

Metrics Books Leadership Insights 72

CSM Magazine

SEPTEMBER 13, 2022

If you do not adequately train your employees in customer service, it could bring many problems to your business. By giving the team detailed information about your products or services and setting a standard, your employees will become more productive and efficient in advising customers and solving issues. The communication needs to be quick, effective, and polite at the same time.

Communication 52

Communication Customers Customer Service Interaction 52

ClientSuccess

SEPTEMBER 13, 2022

Modern CSMs are no strangers to multitasking. From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. While NPS, customer sentiment, and adoption or usage rates are a great place to start, there are a ton of other more niche metrics – such as customer onboarding speed – that CSMs are also tracking to ensure success.

Metrics 76

Metrics Webinar NPS Customers 76

Helpware

SEPTEMBER 13, 2022

Regardless of how much your company prides itself on its customer service, you should remain committed to continual improvement. To do so, organizations need to actively monitor their quality assurance (QA), or rates of customer satisfaction. Using effective QA tools helps align your current performance levels with industry standards. Meeting and exceeding these benchmarks far precedes company expansion.

Interaction 61

Interaction Customer Satisfaction Customers Customer Service 61

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

Retail

2020 Research

SEPTEMBER 13, 2022

Discover our latest quantitative research solution: Quantitative Recruitment-as-a-Service (RaaS). This new offering makes it easy to build quality online communities or panels globally with expert guidance. . Quantitative RaaS provides clients with double opted-in participants from unique or hard-to-reach groups in B2C, B2B, and healthcare. Schlesinger Group’s dedicated recruitment experts leverage multi-channel campaigns through a network of vetted industry partners to deliver eager and engag

Multi-Channel 52

Multi-Channel B2C Healthcare B2B 52

InMoment XI

SEPTEMBER 13, 2022

We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker. Foot Locker is constantly striving to deliver the most memorable, innovative experiences to their “modern athlete” customers, and they have some incredible exciting initiatives planned for the next year!

Innovation 493

Innovation Sports Voice of Customer Social Media 493

Zonka Feedback

SEPTEMBER 13, 2022

Generation Z, popularly Gen Z or Zoomers, is the generation succeeding millennials and preceding generation alpha. Anyone born between 1997 and 2012 is considered a part of the Gen Z cohort. They are said to be the most technologically sound and social generation, having been born in an era where technology is the way of life. It would not be wrong to say that Gen Z differs from previous generations in numerous ways.

2012 98

2012 Technology Feedback Management 98

SmartKarrot

SEPTEMBER 13, 2022

Role: Client Success Director Location: Remote, California, United States Organization: Mindcrest As a Client Success Director, you will develop and manage new business opportunities through all stages of the sales cycle. Maintain a robust deal pipeline towards targeted potential accounts to continually grow new business. Partner with GCs and key decision makers for legal services to develop long-term strategic relationships and promote Mindcrest’s broad range of legal services, consulting, and

Customer Success 19

Customer Success Webinar Consulting Customers 19

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,

Measurement

Perceptive

SEPTEMBER 13, 2022

If you’re looking to do more with your customer segmentation, take a look at these seven advanced segmentation strategies. From re-evaluating and refining your segments to discovering new customer groups that have flown under your radar, these strategies will help you see your customers in a new light and enhance your marketing performance.

Marketing 79

Marketing Customers 79

SmartKarrot

SEPTEMBER 13, 2022

Successful companies are looking for ways to increase and improve their revenue to stay competitive. Adapting quickly to the changing market in today’s world is essential. With the rise of online marketing and technological advances, businesses can access larger audiences and generate revenue through digital marketing channels. Many businesses recruit Chief Revenue Officers (CROs) in different industries, especially digital marketing.

2023 10

2023 Sales Customer Retention Innovation 10

dscout People Nerds

SEPTEMBER 13, 2022

Insights captured from one’s colleagues and collaborators are critical, but require extra care. Consult these considerations for a better experience.

Consulting 59

Consulting Insights 59

kommunicate

SEPTEMBER 13, 2022

Last Updated on September 14, 2022 Thousands of companies around the world use Shopify. The all-in-one commerce platform for launching, operating and expanding a company. After much effort and going through your Shopify launch checklist, you are successfully launching your Shopify store. Although exhilarating, it may easily become too much. You have a billion ideas [.].

2022 52

2022 Blog 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

ReviewTrackers

SEPTEMBER 13, 2022

Management 119

Management 119

Thematic

SEPTEMBER 13, 2022

When you’ve got big data, you need the right analytics tools to make sense of it! We’ve pulled together this list of the best text analytics software platforms to help you decide on the right provider for your company. Contents What is text analytics? What is text analytics software? Thematic RapidMiner Chattermill Kapiche Lexalytics Google Natural Language AI MonkeyLearn Qualtrics XM Discover (formerly Clarabridge) Next steps: choosing a text analytics software platform What is te

2022 71

2022 Document Social Media Feedback 71

Forrester's Customer Insights

SEPTEMBER 13, 2022

AI can deliver value, but getting it right is a challenge. We’ve seen AI deployed successfully, like the program that discovered 20,000 undeclared pools, and less successfully, like the computer-generated rapper whose record label dropped them over racist stereotypes. To apply AI successfully, you not only need to get the data and modeling right, but […].

Customers 48

Customers 48

Russel Lolacher

SEPTEMBER 13, 2022

Have you ever been asked how you’re doing at work? The question is proposed without really caring about the response. It’s a formality. A throwaway. Now imagine for a moment, it WAS taken seriously. It was taken to heart. It was responded to honestly. But it didn’t go the way it should. Stay tuned for a tale of good intentions, missteps, and broken trust.

Feedback 98

Feedback Leadership Connections Culture 98

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.

Information

Forrester's Customer Insights

SEPTEMBER 13, 2022

Forrester’s Guide To Global SA&T Regulations And Standards Reveals An Impetus For A Better Future Twenty-five percent of security decision-makers tell us that their security awareness and training (SA&T) programs are driven by compliance. A recent NIST study on “Measuring the Effectiveness of U.S. Government Security Awareness Programs” found that, among leadership, 56% of respondents […].

Government 26

Government Leadership Measurement 26

Optimove

SEPTEMBER 13, 2022

With a total of 64 matches across eight venues, and over 800,000 tickets sold, the FIFA World Cup 2022 is scheduled to take place in Qatar between November 20th and December 18th, with billions of fans following the event on television, social media – and mobile. For betting app marketers, this tournament provides an incredible opportunity to reach an already hyper-engaged audience at an unprecedentedly large scale.

2022 52

2022 Sports Social Media Events 52

Gainsight

SEPTEMBER 13, 2022

This post was originally posted in Inc. . One of my favorite TV shows ever is the 2000s comedy Community. The show features six-ish community college students who become unlikely friends. I love the program for many reasons. First of all, it’s one of the most meta TV series ever, in that it’s mainly self-referential about TV tropes. And if you know me, I love me some metaphysical / Mehtaphysical stuff.

Customer Success 52

Customer Success Technology Connections Sales 52

DemandJump

SEPTEMBER 13, 2022

In the current world of marketing, it’s fair to say your website is probably the single most important element of a successful marketing effort. A functional website can and should guide potential customers through their buyer’s journey. What’s more, it should also reinforce your brand, tone, mission, and values. To that end, like everything else in life, first impressions matter.

Article 52

Article Brands Marketing Customers 52

Advertisement

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