InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Sending out a targeted survey is the first step to improving customer experiences, employee experiences, and even the bottom line.

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CSM Magazine

MARCH 4, 2022

Intelligent self-service (ISS) experts, 4 Roads , has partnered with the Institution of Engineering and Technology (IET) to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint Community. The Institution of Engineering and Technology is a professional engineering institution which provides support and encourages the exchange of ideas between the global engineering community.

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Gainsight

MARCH 4, 2022

In 2020, Gainsight’s Adam Joseph, Regional Vice President EMEA, recorded a series called The GameChanger Podcasts. Adam was joined by several guests from all over the world and all professions, from entry-level CS to CEOs. They discussed the fundamentals of customer success, from workflows and processes to startups and enterprise business. But as the COVID-19 pandemic entered the scene, Adam was moved to explore more diverse subject matters that were topical, such as mental health, family

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Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. In this article, we’ll take a look at the relationship between these two important ingredients for a successful SaaS business model.

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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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ChurnZero

MARCH 4, 2022

If you’ve clicked through to read this article, then you’re probably wondering, “what the heck is a force field analysis, anyway?” Though it sounds like the stuff of science fiction, we can assure you that a force field analysis has many practical applications that are firmly based in our current reality. So, while this article won’t tell you how to build a force field – sorry to disappoint, there’s a reason we’re in the SaaS business and not modern physics after all – it does share how Amy Mann

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Daniel Group

MARCH 4, 2022

Baiting Customers for a High CX Score? It’s not a good idea. How often have you been to a service provider and asked to give a high CX score on your customer experience? They are almost begging! For example, think about what typically happens at your car dealership. The salesperson says, sometimes subtly and sometimes not, “If you can’t give me a 10, let me know why, so I can correct it.” It sometimes happens in a hotel room where a card says somewhat the same thing.

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CSM Magazine

MARCH 4, 2022

Delivering great customer service is essential in the education industry. When students and their families are paying tuition, they expect to be treated well by the school or college. . According to expertwriting.org and common day-to-day experience, there is an increasing distrust of education, especially the public school system. One way schools and colleges can build trust is by providing a better customer experience.

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CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! It’s a huge step forward in your professional life. Especially, in the field of Customer Success. But are you unsure where to begin? That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position.

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SaleMove

MARCH 4, 2022

A Glia Client Engineer is that special mix of people person and tech-savvy. Client Engineers are driven to dig deeper into the technology & help our clients get the most out of it. The post Beyond Technical Support: Client Engineering at Glia appeared first on Glia Blog | Digital Customer Service Explained.

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Blog Technology Customer Service Customers 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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2020 Research

MARCH 4, 2022

Choosing a Sample Partner Who Puts Respondents First. With so much disruption in the marketplace, businesses need human answers to their organizational questions now more than ever. What they may not know, however, is that consumers are becoming increasingly aware of the value of their data, and as such, are holding companies accountable for protecting their privacy.

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2024 Consumers Innovation Measurement 52

SaleMove

MARCH 4, 2022

A Glia Client Engineer is that special mix of people person and tech-savvy. Client Engineers are driven to dig deeper into the technology & help our clients get the most out of it. The post Beyond Technical Support: Client Engineering at Glia appeared first on Glia Blog | Digital Customer Service Explained.

Blog 52

Blog Technology Customer Service Customers 52

2020 Research

MARCH 4, 2022

Choosing a Sample Partner Who Puts Respondents First. With so much disruption in the marketplace, businesses need human answers to their organizational questions now more than ever. What they may not know, however, is that consumers are becoming increasingly aware of the value of their data, and as such, are holding companies accountable for protecting their privacy.

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2024 Consumers Innovation Measurement 52

Kustomer

MARCH 4, 2022

One of the most versatile features of the Kustomer platform are Workflows. Workflows can automate a variety of tasks and processes in your platform by creating rulesets that trigger certain actions based on predefined conditions. While incredibly powerful, due to the complexity of the feature, a variety of errors and unintended events can ensue if a Workflow does not run as expected.

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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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Help Scout

MARCH 4, 2022

It can be tricky to know exactly when it's the right time to hire for your customer support team. Here are some strategies for picking the perfect moment.

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Article Customers 105

CSM Magazine

MARCH 4, 2022

Interest in developing our own applications has increased significantly in recent years, especially after the declaration of the health alert caused by COVID-19. Although it is true that there are platforms that allow us to create applications more easily, they do not always adapt to our needs. A good alternative is to count on an app developer to help us shape our customised project, but… How can we find them?

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Reference Demo Definition Marketing 52

Help Scout

MARCH 4, 2022

Is Outlook Shared Mailbox the right solution for your team? Learn the pros and cons, and read about seven alternatives you can consider.

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Article 98

CustomerSuccessBox

MARCH 4, 2022

Like we have goals to accomplish in the to-do list and it has a predefined roadmap laid out to achieve it, a customer success plan is no bummer! It focuses on reaching the business outcomes of the customers, which can’t afford any excuses of delay, whatsoever! You know that the customer has some serious plan to achieve and that’s why they are up to buy your product.

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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

SmartKarrot

MARCH 4, 2022

Role: VP, Customer Success Location: Reno, NV, US Organization: Clear Capital As a VP of Customer Success, you will drive customer success outcomes by influencing lifetime value product adoption, customer satisfaction, and overall health scores. Define & Optimize the customer lifecycle. Manage Customer Success activities and establish an overall vision and strategic plan.

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Customer Success ROI Customer Satisfaction Metrics 3

Blueshift

MARCH 4, 2022

We wrapped up Q4 of our 2021 fiscal year by celebrating the awesome teammates who make Blueshift possible. That’s right — the latest MORPHeus Award winners have been announced. The post MORPHeus Award Winners (Q4 2021): Meraj Bhawani and Mannie Frances appeared first on Blueshift.

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kommunicate

MARCH 4, 2022

Last Updated on March 4, 2022 It took almost a century for voice communication to upgrade to text messaging. It took hardly a decade for instant messaging to trump text messaging a.k.a SMS and become the primary mode of communication. Think about it. Who sends an SMS any more than service providers sending one-time-passwords or [.]. The post SMS is dying, WhatsApp is taking over appeared first on Kommunicate Blog.

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