Customercount
NOVEMBER 6, 2020
CX measurement allows you to gain first-hand feedback and knowledge of the experience your contact center is delivering to your customers. The post CX measurement for ultimate accountability appeared first on CustomerCount.
Win the Customer
NOVEMBER 6, 2020
In simple words, customers rarely remain loyal to brands that compromise on their experiences. Read on to learn more about what it takes to improve customer experience and loyalty. You must’ve come across these one-liners if you’re a business owner: the customer is always right, the customer is king, or, the customer knows. An in-depth look at the one-liners reveals that all power, as far as buying a product or subscribing to a product is concerned, rests with the customer.
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ShepHyken
NOVEMBER 6, 2020
This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience. Have you ever been inside a Whole Foods that sells Louis Vuitton bags? Most likely no. Whole Foods understands what drives their customers’ purchase behavior.
Eptica
NOVEMBER 6, 2020
Date: Friday, November 6, 2020 Author: Pauline Ashenden - Demand Generation Manager How to prepare your contact centre for Black Friday and beyond. Published on: November 06, 2020. Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time.
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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.
Strikedeck
NOVEMBER 6, 2020
Vincent Manlapaz, in an interview with Ronni Guan talks about the importance of listening to customer feedback. She also shares critical insights to consider during the customer journey and how to improve it.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Myra Golden
NOVEMBER 6, 2020
This holiday season will be unlike any other due to COVID-19’s influence on consumer behavior in 2020. I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides the usual increase in web traffic, call volume, and longer business hours, customer service and support reps will need to be ready for the pandemic’s impact on the customer experience.
ChurnZero
NOVEMBER 6, 2020
This is a a guest post by Ellie Peterson, Customer Concierge at Delighted. . As you stand up your Net Promoter Score ® (NPS) program and responses start flowing in, it can be exciting to read the feedback and calculate your NPS score. But what does that NPS number really mean? Sure, a positive number is positive, and a negative number is, well, negative, but how do you know when your NPS is good, and when it has room for improvement?
Qualtrics
NOVEMBER 6, 2020
Many companies with a mobile app are missing out on valuable customer feedback. Find out how you can take advantage and connect with customers using a mobile app survey. As the customer journey becomes more and more digitized , your mobile app should be a vital channel that supports your business goals. This way you can easily reach your customers and gather valuable insights about their experience.
Magellan Solutions
NOVEMBER 6, 2020
Are you thinking of outsourcing some of the tasks in your law firm? If so, you have made a wise decision. But the global outsourcing industry is vast. It can be tricky to choose which service provider is best for you. During your search, you might have encountered acronyms for different types of outsourcing, such as BPO, KPO, and LPO. But what exactly do they mean?
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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
CSM Magazine
NOVEMBER 6, 2020
There are many reasons why a marketing strategy is important for every business. Every business’s success depends on many different factors, but no matter how good your products and your employees are, in the end, your marketing strategy will be what makes or breaks your business. Of course, not all of your marketing campaigns will be as successful as you hope.
Brad Cleveland Blog
NOVEMBER 6, 2020
Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can help you stand out in an environment that evolves every day. So, how do you … Continue reading → The post Build Customer Expectations into Plans and Direction appeared first on Brad Cleveland.
Forrester's Customer Insights
NOVEMBER 6, 2020
2020 is a year of change. At a rapid pace, we all had to adapt to the effects of the pandemic and change our usual ways of working, educating our children, interacting with each other, and conducting business. Change affected all of us in similar ways, but our ability to adapt to change varied. Neurosciences […].
Brad Cleveland Blog
NOVEMBER 6, 2020
Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can help you stand out in an environment that evolves every day. So, how do you ensure customer expectations are built into your plans and direction? Let me make some recommendations: First, make sure that your … The post Build Customer Expectations into Plans and Direction first appeared on Br
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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,
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Vanilla Forums
NOVEMBER 6, 2020
We’ve talked a lot about the need for executive buy-in on basically every major project, plan or strategic initiative that you may have, including your community rollout, but it’s easier said than done, right?
Oracle
NOVEMBER 6, 2020
Recently, Oracle, along with Beagle Research Group, interviewed 500 sales professionals for the Getting Past the Breaking Point of Yesterday’s CRM report. The research tells us more about the role of the modern seller and how they’re adapting to an increasingly digital sales world. Here are some of the findings from the report. 1. The modern seller works nontraditional hours.
Uplight
NOVEMBER 6, 2020
This year wildfires have spread across the Western part of the U.S., even to our backyards for Uplighters living in Colorado. October in the Western region especially has seen extensive fire growth due to dry conditions. It has caused many evacuations and loss of homes. While heartbreaking to watch, the Uplight community came together to Read More. The post Uplight Helps Colorado Fire Victims appeared first on Uplight.
SmartKarrot
NOVEMBER 6, 2020
To successfully conduct your business, you need to have full control over it. There are many key performance indicators that companies use to gain complete visibility of their business operations. These indicators can be grouped into two categories – leading and lagging indicators. Business performance indicators are usually measured in advance so that the outcome can be adjusted in the favor of the organization.
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.
Forrester's Customer Insights
NOVEMBER 6, 2020
The world didn’t stop when the global health pandemic clobbered businesses around the globe. Companies large and small stepped up to the plate to find creative solutions. This accelerated an already ongoing trend for companies to become future fit — i.e., adaptive, creative, and resilient. For many companies, that meant accelerating DevOps practices to help […].
Optimove
NOVEMBER 6, 2020
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new CRM hack on power measures, and a deep analysis of William Hill. All previous weekly shows All our videos on Optimove’s Youtube channel. B2C CRM NEWS Update: Q3 ad spend, Under Armour announcement, and Charli D’Amelio.
SmartKarrot
NOVEMBER 6, 2020
Role: Vice President of Customer Success Location: Remote, United States Organization: Lionbridge As a Vice President of Customer Success, you will develop and implement a strategic customer success program, increase wallet share, identify areas of opportunity to cross-sell and support new business growth. Lead and build out a Customer Success team that is best in class.
Keatext
NOVEMBER 6, 2020
The post Hold the phone: Why Bell needs to listen to customers and employees appeared first on Keatext.
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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.
Lithium
NOVEMBER 6, 2020
Khoros customers are leaders and champions of progress in many different industries. Their innovative solutions, dedication to customers, and overall awesomeness make us proud to be their partners. This year, we asked them to tell us their success stories, so that we can celebrate their achievements with the Khoros Kudos Awards. We were amazed at the submissions.
Forrester's Customer Insights
NOVEMBER 6, 2020
We just published the Net Promoter Score (NPS)* 2020 results for 250 brands in 14 industries in the US: This is the second year that we have reported on these results and the first time that our study includes utilities. You can find our previous 2019 Net Promoter Score ranking here. We publish these scores […].
Lithium
NOVEMBER 6, 2020
Khoros customers are leaders and champions of progress in many different industries. Their innovative solutions, dedication to customers, and overall awesomeness make us proud to be their partners. This year, we asked them to tell us their success stories, so that we can celebrate their achievements with the Khoros Kudos Awards. We were amazed at the submissions.
SurveySparrow
NOVEMBER 6, 2020
Alchemer (formerly known as SurveyGizmo) is an online survey platform which helps businesses make informed decisions by getting customer feedback. They collect more than 7.5 million responses every week. The tool boasts of customers like FedEx, Bloomberg Television, GE, ESPN, Microsoft, IBM, etc. It offers efficient data collection and analysis for businesses.
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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.
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