InMoment XI

APRIL 18, 2022

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent? If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need.

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Article Employee Experience Culture Connections 558

CRMI

APRIL 18, 2022

CRMI Honors 34 Service Organizations for Delivering ‘World-Class’ Customer Service 6 Cited for Certification in Customer Experience Management Professional (CEMPRO) 2 Cited for Certification in Providing Employee Centric Work Environment (VoE) 2 Cited.

Customer Experience Management 100

Customer Experience Management Customer Service Management Customer Experience 100

ReviewTrackers

APRIL 18, 2022

In case you missed it, Google recently updated its review policy and added the following requirements: Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers. What exactly does this mean for businesses? The short answer is: you can no longer filter customers before asking them for a review. You can’t choose who you’re going to ask (“selectively solicit”) reviews from.

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ShepHyken

APRIL 18, 2022

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. Tracking Customer Experience? Measure Outcomes, Not Indicators by Mike Cooper. (The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number.

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Article 2022 Customer Service Retail 69

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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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Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . We’ve all been there.

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Customer Success Customer Journey Blog Article 93

MyCustomer

APRIL 18, 2022

According to Salesforce’s 2020 State of the Connected Customer report, nearly 70% of business customers and over half of consumers want. 11th May 2022 Hyper-personalisation: The future of CX? By Michael Hinshaw Founder and President.

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2022 Customer Experience 2020 Consumers 80

CustomerSuccessBox

APRIL 18, 2022

While in the subscription economy, where the prime growth center lies in the customer success effort of the business. Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. In this blog, we have covered why a product-driven approach is important to step-up your customer success game and a few strategies to adapt the approach to your business.

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Customer Success Customer Journey Roadmap Customers 52

McorpCX

APRIL 18, 2022

Radically boost brand relevance while improving experience for your customers. According to Salesforce’s 2020 State of the Connected Customer report, nearly 70 percent of business customers and over half of consumers want companies to better understand their needs.

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Customer Experience 2020 Consumers Connections 52

SurveySparrow

APRIL 18, 2022

No matter how great your product is, customer churn is inevitable. But with a well-timed customer exit survey, you can actually make this churn work in your favor. How? Well, in this article, we’re going to cover just that, along with: Questions to ask + a free template. Best practices for a customer exit survey. What is a customer exit survey? A customer exit survey (or customer cancellation survey) is a questionnaire shared with a customer who’s a click away from canceling their account or sub

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Feedback Customers Sales Touchpoint 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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Gainsight

APRIL 18, 2022

This article was originally published by Sales & Marketing Management. . Customer health dashboards are one of the critical keys to durable revenue growth. At its heart, a good dashboard can summarize tens or hundreds or even thousands of metrics on customer experience into one simple, impactful snapshot of sentiment and behavior. It can tell you which customers are likely to expand, retain, or churn.

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Forrester's Customer Insights

APRIL 18, 2022

Responsible and ethical tech practices start with the premise that technology is not neutral—and that represents a significant shift in thinking in the tech industry.

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Technology Government Insights Customer Experience 44

Gainsight

APRIL 18, 2022

For years now, Gainsight has been leading the campaign regarding the value of customer success and its return on investment. . Entire fields of industry are catching on, investing in the ideology and practice as a means of retaining and growing their customer base and capitalizing on the results. Interestingly, despite the overwhelming proof that customer success has a rightful place in business, especially in times of rapid growth, some remain unconvinced.

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Customer Success Metrics 2003 Webinar 52

Topdown

APRIL 18, 2022

What Is User-Generated Content?

Communication 62

Communication Customers Management Customer Experience 62

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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

SmartKarrot

APRIL 18, 2022

Role: Director of Customer Success Location: New York, United States (Hybrid) Organization: Fireblocks As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Define operational metrics for the group, and measure the Effectiveness of Customer Success. Drive employee engagement and a high-performance culture within the teams, ensuring effective performance management, coaching, and development of the teams, and creating an environment where people can

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Customer Success Multi-Channel E-support Advertising 19

Perceptive

APRIL 18, 2022

Brand attributes are a vital component to brand he alth. Understanding them helps you hero the features of your brand customers are drawn to, and ultimately make them choose you over a competitor. If you’re new to brand attributes, here’s a 101 on what they are and how to measure, track and use them to the benefit of your brand.

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Brands Measurement Customers 75

SmartKarrot

APRIL 18, 2022

Listening to users. Most great ideas don’t always transform into prodigious software. And if you manage to create impressive software then not necessarily all features that you develop in it add value to customers leading to something we popularly refer to as ‘feature bloating’ in software parlance. Take our own experience on the software we use, how many features in a software or app do we really use?

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Customer Success Voice of Customer Customers Roadmap 10

CustomerSuccessBox

APRIL 18, 2022

The best way to persevere within the SaaS industry is through better networking and productive collaboration. This domain is expected to boom exponentially in the near future. That is due to the changes instilled by the technological revolutions in the industry. So, it becomes very important to stay updated with creators and innovators from around the world.

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2022 Events Workshop Innovation 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

dscout People Nerds

APRIL 18, 2022

See why the NPS can lead to unclear results and what you should use instead to better understand how pleased (or unhappy) your users are.

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NPS Measurement 59

Forrester's Customer Insights

APRIL 18, 2022

Earth Day is Upon Us! Earth Day is this Friday, April 22nd. As such, I wanted to take a break from my normal IT service management/knowledge management cover to discuss my own journey to reduce my carbon footprint using smart technologies: I have lived in California for over 20 years, and every month I get […].

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Technology Management Customers 49

Grade.us

APRIL 18, 2022

Reading Time: 8 minutes. It’s the worst-case scenario. Several customers have just written negative reviews about your business. You’ve worked hard to provide them with exceptional service. It seemed like they were happy. Only they’re not. They’re unhappy, and now, instead of discussing it with you directly, they’ve decided to publicly share damaging feedback about your business for the world to see.

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Feedback Social Media Document Poor Customer Service 47

Forrester's Customer Insights

APRIL 18, 2022

Advances in AI, automation, and analytics paired with growing expectations from audiences will fundamentally change the way we think about content and how it’s used.

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B2B Marketing Customers 47

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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.

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Forrester's Customer Insights

APRIL 18, 2022

On April 22, countries across the world will celebrate the 52nd annual Earth Day. To highlight the important role of sustainability to industrial firms, I’m providing a preview of key findings from an upcoming state of industrial sustainability report. Industrial firms in key sectors (e.g., primary production, product manufacturing, pharmaceuticals, medical equipment, chemicals, oil, gas) […].

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2022 26

Forrester's Customer Insights

APRIL 18, 2022

The toughest battle SOC analysts face every day should not be with the technology they use. Analyst Experience (AX) will help solve that problem.

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Technology Customers 26