ShepHyken

MAY 22, 2020

This week we feature an article by Tom Libretto, chief marketing officer at Pegasystems. He explains the importance of finding the right balance when providing the customer experience. For most of us, the idea of walking a tightrope with no safety net to break our fall would be our worst nightmare. Add to the mix unwelcome noises, a strong wind, and other distractions, and you might think, even for the most experienced performer, that getting to the other side is nearly impossible.

Customer Experience 89

Customer Experience Customer Journey Mapping Leadership Contact Center 89

Totango

MAY 22, 2020

Technology, as they say, is the future. In 1995, 9 percent of people reported that they telecommuted or had done so in the past. In 2016, that number had risen to 37 percent. That number was already expected to keep growing, but recent events have caused telecommuting to spike as employees switch to working from home in order to limit the spread of COVID-19.

Customer Success 62

Customer Success Metrics Telecommunications Customers 62

ChurnZero

MAY 22, 2020

Customer onboarding has a long-lasting impact with deep ties to a customer’s likelihood to churn. Whether through automated or manual monitoring, Customer Success must remain hypervigilant during onboarding to ensure customers stay the course. Creating a well-defined outreach strategy ensures Customer Success consistently connects with customers throughout this pivotal phase.

Touchpoint 98

Touchpoint Customer Success Connections Interaction 98

Michel Falcon Experience

MAY 22, 2020

In this episode, I welcome Troy (@troy), the co-founder of Juice Marketing (NYC) and we chat about: – If Zoom meetings will become more popular than face-to-face interactions with customers. – How to identify what type of interaction each customer wants. – How he has been managing his B2B customer experience. – What is the best restaurant in NYC?

Customer Experience 148

Customer Experience B2B Books Culture 148

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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

Talkdesk

MAY 22, 2020

Secure buy-in from your colleagues and leaders to implement a new idea: Tactics and strategies from Clory Jackson, senior director of member experience at Clear. Getting help from the people you need to execute your idea can be challenging. However, it often involves making them see why a new idea is worth their attention or energy over what’s currently on their plate.

White Paper 94

White Paper Contact Center Call Center Technology 94

NetBase

MAY 22, 2020

Adaptation has been the fundamental business principle at the forefront of people’s minds for the last few months. And no one has done this better than the restaurant industry. With dine-in options off the table in the beginning, restaurants from giant chains to mom and pop eateries have embraced curbside take-out and delivery service as a new business model that was thrust upon them virtually overnight.

Brands 56

Brands Demo Definition Measurement 56

SaleMove

MAY 22, 2020

There is a significant global trend of customers wanting to self-service. The ability to self-service is great for members and means financial institutions can provide services at a lower cost. But organizations are still driving customers to abandon the online self-service experience to call member service centers. At Glia, we understand that member’s preferences have […].

Financial 52

Financial Blog Customer Service Customers 52

CSM Practice

MAY 22, 2020

About 8 weeks ago (or maybe more depending on your location) the world changed. The spread of COVID-19 has had a huge impact on many aspects of our lives, customer success is no different. Customer engagements abruptly slowed down and within days were put on hold or stopped completely. At that time, did customers care about value and success? Did anyone care about KPIs?

Customer Success 52

Customer Success Webinar Engagement Customer Care 52

SaleMove

MAY 22, 2020

There is a significant global trend of customers wanting to self-service. The ability to self-service is great for members and means financial institutions can provide services at a lower cost. But organizations are still driving customers to abandon the online self-service experience to call member service centers. At Glia, we understand that member’s preferences have evolved with the shift to online everything.

Webinar 52

Webinar Social Media Financial Customer Service 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

Retail

Brad Cleveland Blog

MAY 22, 2020

During a time when customer service wait times are longer than usual, here’s a short broadcast that played in local TV markets: The post Guidance for Customers appeared first on Brad Cleveland.

Customers 26

Customers Customer Service Marketing Contact Center 26

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. However, despite the increase in the demand for effective customer success managers and teams, there is no standardized incentive model to compensate them.

Customer Success 126

Customer Success Metrics Customer Centricity 2014 126

Brad Cleveland Blog

MAY 22, 2020

Customers 36

Customers Contact Center Call Center Customer Service 36

Vanilla Forums

MAY 22, 2020

Creating and rolling out a plan of any nature is difficult. There are essentially four key steps involved in rolling out a plan for your online community , but in truth, half of these steps begin before the actual rollout phase, so we really need to back it up a bit.

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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

MAY 22, 2020

Role: Customer Success Manager Location: Remote, US Organization: ON24 Customer Success Manager(CSM) is responsible for the relationship between ON24 and its clients. This role is responsible for the effective and successful coordination of setup, implementation, training and maintenance on various ON24 Products and Platforms, as well as partner products.

Customer Success 10

Customer Success Loyalty Programs Customers Loyalty 10

Brad Cleveland Blog

MAY 22, 2020

Customers 26

Customers Contact Center Call Center Customer Service 26

SmartKarrot

MAY 22, 2020

Here is a list of Top 7 Customer Success Goals which might help businesses to create value for their customers. #1 Successful Customer Onboarding. Getting off to a strong start greatly enhances the chances of achieving success, and a long term satisfied client. During the onboarding period the Customer Success Managers must help customers start from a position of confidence about using your company’s product, and this phase should definitely include demonstration of “First Time Value”

Customer Success 10

Customer Success Roadmap Customer Confidence Download 10

Fox Metrics

MAY 22, 2020

Most people who are involved in eCommerce have experienced the dreaded abandoned cart scenario at some point. This is very frustrating because it means that someone decided to get a bunch of products in their cart, but they bailed out and left the items without making a purchase. Today, we are going to share some important tips that are going to help you reduce shopping cart abandonment.

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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

Answer Dash

MAY 22, 2020

Science-fiction books and movies feature machines that are smarter than humans. These genius robots and computers are either a blessing or a curse. Artificial intelligence (AI) powers them. AI is part of reality now. It’s already in use in our daily lives. Large businesses are taking advantage of its benefits. What about small business? Does it have a role to play in your company?

Books 54

Books Article 54

DemandJump

MAY 22, 2020

70% of marketers say that SEO marketing is more effective than pay-per-click. This is because the process of SEO in digital marketing relies on written content that brings audiences insights and value. In turn, your content marketing builds brand authority and presence over time. Since Google is matching its users to the content that is most likely to answer their question, how to start SEO is as simple as understanding what your customers are searching for, then creating content to answer.

Insights 52

Insights Marketing Brands Consumers 52

Forrester's Customer Insights

MAY 22, 2020

Now more than ever, consumers crave connection and reliable information. Learn how marketers can offer this.

Consumers 64

Consumers Brands Connections Information 64

DemandJump

MAY 22, 2020

Whether you’re just getting started with SEO content, or you’re looking to boost the results of your hard work, it can be tricky to know how to move forward. One thing is for sure, though: SEO matters. According to statistics from Junto, 93% of all online experiences begin with a search engine. It’s also the top tactic for marketing efforts, as 57% of marketers say that SEO strategy generates more leads than any other metric.

Online Experience 52

Online Experience Metrics Marketing Consumers 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.

Information

Forrester's Customer Insights

MAY 22, 2020

“Security Orchestration, Automation and Response” (SOAR) is not a term that Forrester has used in the past, but its prevalence in the market is such that I’ve decided it’s better to use a slightly broken acronym that’s adopted by the market than to continue to leverage the different and more concise “Security Automation and Orchestration” […].

Marketing 37

Marketing Technology Customers 37

DemandJump

MAY 22, 2020

Consumers 52

Consumers Insights Marketing 52

ProProfs Chat

MAY 22, 2020

There is no magical pain relief spray to ease customer pain points. Every challenge needs your undivided attention. Period. Online transactions are going through the roof and beyond- In 2019 , U.S. online retail sales amounted to 365.2 billion US dollars. This figure is expected to double in the next 5 years, making life difficult for offline retailers. .

E Commerce 52

E Commerce E-support Retail Sales 52

SurveySparrow

MAY 22, 2020

Having a perennial flow of leads is the holy grail for any business. No matter how mature and top-class your product is, if there are no takers for it, then you can expect to shut down your business soon. Lead generation is the engine that keeps your business running. Most businesses are known to have a lackadaisical attitude towards prospects that have become clients.

Social Media 52

Social Media Seminar Webinar B2B 52

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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