CSM Magazine

APRIL 11, 2023

According to research by Hubspot, 93% of guests have higher expectations than they did before the pandemic – and guest experience is king. This means that providing an exceptional, above-and-beyond level of customer service in your hospitality business is more important than ever before. Tech can help. From digital solutions that’ll ensure your staff never miss a guest message or request to advanced chatbots that can provide your guests with 24/7 assistance, there is a plethora of ways to

Guest Experience 52

Guest Experience Hospitality Hotels Multi-Channel 52

Experience Investigators by 360Connext

APRIL 11, 2023

Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR “high grade; superiority; excellence: wood grain of quality.” OR “native excellence or superiority.” Where does quali

Customer Journey Mapping 162

Customer Journey Mapping Banking B2B Definition 162

ShepHyken

APRIL 11, 2023

The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals.

Sports 136

Sports Customer Service Customer Service Training Customers 136

Method:CRM

APRIL 11, 2023

Are you looking for a way to keep your customers satisfied and less stressed with their payment experience? A Xero customer portal is a great way to reap benefits like fast payment processing, which are sure to keep customers coming back. In this article, you’ll learn all the benefits of a Xero customer portal. You’ll also get a step-by-step walk-through on how to create a Xero customer portal.

Banking 94

Banking Financial Document Customers 94

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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

BirdEye

APRIL 11, 2023

Benjamin Franklin said, “If you fail to plan, you plan to fail.” A business strategy template is a must-have tool for establishing business objectives and actions needed to reach your goals. It also brings alignment and cohesiveness to all your business activities. In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business.

Download 98

Download ROI Financial Return on Investment 98

Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. When employees feel connected to their jobs and have meaningful goals, agent performance increases. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do.

Contact Center 63

Contact Center Engagement Call Center Feedback 63

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs.

Contact Center 52

Contact Center Average Handle Time Exceptional Customer Service Webinar 52

The DiJulius Group

APRIL 11, 2023

“We are a customer-first organization” “Treat customers the way you want to be treated” “Exceed customer’s expectations” “Going above and beyond is our standard” “We deliver genuine hospitality” Leaders love to throw around platitudes when it comes to customer experience, and all of these are great mantras. By themselves, however, they are just platitudes and.

Hospitality 64

Hospitality Article Customer Experience Customers 64

Forrester's Customer Insights

APRIL 11, 2023

It’s hard to avoid the hype that ChatGPT and similar generative AI tools will change everything — including customer experience (CX). But scratch the surface of the click bait headlines about AI and CX and you’ll find that writers have conflated CX with customer service or marketing.

Customer Experience 49

Customer Experience Customer Service Marketing Customers 49

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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

APRIL 11, 2023

In this article, we will look at a survey tool from one of the biggest brands in the world – Microsoft. We’ll be exploring whether or not a Microsoft Forms survey lives up to the high expectations we usually have for this brand. Let’s look at Microsoft Forms, its advantages, disadvantages, key features, and how to create a survey with it.

Net Promoter Score 52

Net Promoter Score Multi-Channel Feedback Social Media 52

Forrester's Customer Insights

APRIL 11, 2023

The Problem: Digital Touchpoint Choice Architecture Brands are shaped by the experiences that they provide, and today’s experiences are overwhelmingly digital. As consumers interact with a brand in a multitude of ways (chat, voice, augmented reality, etc.), how does a company decide which digital touchpoints to make available?

Touchpoint 26

Touchpoint Consumers Brands Interaction 26

SmartKarrot

APRIL 11, 2023

Role: Head of Customer Success Location: Germany (Remote) Organization: Fyrfeed As a Head of Customer Success, you oversee creating a successful client journey from onboarding through churn and maintaining it over time. KPIs for clients: You may get a clear picture of which customers are satisfied and how by using measurable KPIs, and you can extract precise actionable suggestions to further enhance the customer experience.

Customer Success 19

Customer Success ROI Customers Leadership 19

IntouchInsight

APRIL 11, 2023

At Intouch Insight, we believe in making data-driven decisions. In addition to the software and services we provide our partners, we conduct ongoing consumer research to help keep brands informed of changes in consumer expectations and habits.

Consumers 23

Consumers Insights Brands Information 23

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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 11, 2023

Role: Head of Customer Success Location: Germany (Remote) Organization: Fyrfeed As a Head of Customer Success, you oversee creating a successful client journey from onboarding through churn and maintaining it over time. KPIs for clients: You may get a clear picture of which customers are satisfied and how by using measurable KPIs, and you can extract precise actionable suggestions to further enhance the customer experience.

Customer Success 15

Customer Success ROI Customers Leadership 15

Helpware

APRIL 11, 2023

The gaming market has exploded over the past decade. According to Statista , The worldwide gaming industry is projected to reach a value of $268.8 billion per year by 2025, increasing from $178 billion in 2021. This exponential growth is celebrated by gaming companies, but remember: every user is a potential threat to reputation if things go wrong. With the power of social media at our fingertips, anyone can raise concerns or complaints that can harm the reputation of gaming brands.

Brands 73

Brands 2025 Social Media 2021 73

Retently

APRIL 11, 2023

There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth. They mean that your product or service delivers significant, measurable benefits.

Net Promoter Score 158

Net Promoter Score NPS Customer Satisfaction Measurement 158

dscout People Nerds

APRIL 11, 2023

Running an unembedded team in UXR gives you the capabilities to have rigorous standards and run more lean. Here’s how you can approach it, no matter your current team makeup.

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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

Circular Edge

APRIL 11, 2023

Predicting the Future: How To Drive Accurate Decisions using Intelligent Forecasting Live Webinar: Friday, April 28 | 12pm – 1pm Eastern Today’s most successful finance & operational teams have taken the lead in leveraging machine learning and artificial intelligence to deliver real-time insights, inform decision-making, and drive efficiency across the enterprise.

Webinar 52

Webinar Consulting Financial Insights 52

Gainsight

APRIL 11, 2023

We are FIRED UP to announce Pulse 2023 will be taking place at Moscone Center in San Francisco on May 16–17, with Pulse Academy Live on May 15. Pulse is celebrating its tenth anniversary as the biggest, most amazing conference for the customer success community. Now more than ever, it’s time to reflect on how far we’ve come, and imagine a future that’s durable , resilient, adaptable, and built to help our industry drive the efficiency it needs to succeed.

2023 52

2023 Leadership Events Customer Success 52

Optimove

APRIL 11, 2023

A brand’s commitment to the environment being “very important” to consumers jumped from 31% in August 2022 to 43% in March 2023, a 39% increase in a little more than six months, according to two surveys of 400+ US consumers. The post Optimove Consumer Research: Results show Three-quarters of Consumers say a Retailer being Eco-friendly is “Important” appeared first on Optimove.

Consumers 52

Consumers Retail 2023 2022 52

CSM Magazine

APRIL 11, 2023

De-escalation techniques are important skills for individuals to possess in any workplace setting. Knowing how to defuse tense situations can help prevent conflicts from escalating into violence or other negative outcomes. There are a variety of key workplace de-escalation techniques that can be useful for anyone to practice. There are also online de-escalation training sessions to teach employees how to best handle conflict.

Communication 52

Communication 52

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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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Waypoint Group

APRIL 11, 2023

I am thrilled to announce the launch of “CS & Marketing Matters,” a LinkedIn LIVE series, working with my colleague – Marketing Operations Leader Milt Hwang. Join us for the inaugural session on THURSDAY, APRIL 20TH AT 9 AM PT, 11 CT and NOON ET. 15 minutes of remarks followed by Q&A. Why does the relationship between CS and Marketing get so much attention?

Customer Success 40

Customer Success Marketing Metrics Customers 40

MyCustomer

APRIL 11, 2023

Data is key if you want to thrive in the current climate, and there is an increasingly strong connection between data and effective custo 11th Apr 2023 How to get data-driven personalisation right

Retail 40

Retail 2023 Connections 40

Optimove

APRIL 11, 2023

Brands sending out summer shopping emails will be barely in time if they get them out now, judging by the Optimove 2023 summer shopping survey. By May, the summer flow is already slowing down and in June it is a mere trickle, consumers say. The post Saleing Into Summer: Most Consumers Want Email Offers Now appeared first on Optimove.

Consumers 52

Consumers Sales 2023 Brands 52

Forrester's Customer Insights

APRIL 11, 2023

How effective are CX measurement programs? To answer this question, we fielded our State Of VoC And CX Measurement Practices Survey among CX professionals responsible for measurement or VoC at their organization.

Measurement 26

Measurement 2022 Customers 26

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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