Thu.Aug 18, 2022

article thumbnail

Struggling to Prove the ROI of Customer Experience? You Could Be Missing These 3 Keys to Success

InMoment XI

More than ever before, proving the ROI of customer experience is absolutely vital. Businesses are under pressure (amidst the Year of the Squeeze, declining employee retention, etc.) to look at cutting discretionary spending. And, unfortunately, customer experience programs may fall on the chopping block. In fact, research shows that 30% of businesses reported having budget related issues to their CX programs.

ROI 557
article thumbnail

What Is Your Personality Type, and How Does This Affect Your Success?

Beyond Philosophy

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook. Furthermore, Cain thinks introverted personalities also have much to offer the world. Today, we discuss personality and try to correct imbalances placed on one type of personality over another.

Reference 147
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

What is survey fatigue and how can you prevent it?

Lumoa

“How likely would you recommend (insert business name) to someone?” – a never-ending question asked to a customer in multiple ways and various forms. Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. engaging customers till the very end to keep customer loyalty and treating every customer journey with equal importance contributes to the bus

article thumbnail

The Ultimate Client Onboarding Checklist for CS Teams

Totango

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers know how to use it and how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible.

article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

What are Customer Insights - How to Take Them and Why?

Zonka Feedback

A renowned brand is never the result of just excellent products; it is the product of a two-way relationship between the brand and its customers. A successful brand knows what its customers prefer, what influences their decisions, and what would drive them away. And this helps them in creating fruitful customer experiences that reduce churn and increase conversions.

More Trending

article thumbnail

Every Missed Call is a Lost Opportunity

Call Experts

Did you know that every missed call is a lost opportunity? You’d be surprised how many businesses fail to respond to a missed call. . Customer service is the backbone of any business. . When customers are unhappy with a product they purchase or an experience with your business, it’s your job to make them happy again. One way to do this is by answering every call.

article thumbnail

5 Ways to Use Instagram Marketing to Improve Your Customer Service

CSM Magazine

Investing in Instagram marketing is one of the best ways to connect with your audience in today’s digital world. There are more than 200 million businesses already connecting with customers through Instagram on a regular basis. Plus, 80% of consumers are consistently engaging with brands via social media. However, it’s worth remembering Instagram isn’t just for advertising.

article thumbnail

Loyalty Leaders: Salesforce for Automotive

PK

SALESFORCE AND CONCENTRIX CATALYST JOIN FORCES IN THIS ORIGINAL VIDEO SERIES ON LEADING WITH LOYALTY The automotive industry faces a period of significant change. The rise of electric vehicles, digital […]. The post Loyalty Leaders: Salesforce for Automotive appeared first on Concentrix Catalyst.

article thumbnail

Gainsight announces new capabilities to drive durable growth

Gainsight

New features enable digital-led customer collaboration, AI-optimized customer success management, and customer-centric product innovation. . Pulse , Gainsight’s annual conference, offers inspiring, strategic discussions for Customer, Product, and Community professionals. But, it’s not just a place to think about the big ideas. It’s also a place to hear about the products that Gainsight is developing to help organizations execute these strategies.

article thumbnail

The 2023 Verint Experience Index: Retail

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

article thumbnail

Aug 18 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director Location: Remote, United States Organization: OfferFit As a Customer Success Director, you will own customer satisfaction – oversee the design, execution, and reporting across use cases to ensure the customer success & enthusiasm with OfferFit product. Quarterback internal resources to ensure customers’ continued success with deployments and implementations.

article thumbnail

Announcing the 2022 Gainsight GameChanger Award Winners! 

Gainsight

Congratulations to the winners of the 2022 GameChanger awards! We took some time at Pulse , our annual user conference in San Fransisco (if you somehow haven’t heard of it), to recognize seven companies and over a dozen individuals. The winners represent some of the biggest names in the SaaS industry, and we salute their ability to change the game of customer success and experience over the past year. .

2022 23
article thumbnail

The next generation of Web of Science Researcher Profiles

Clarivate

From today, we’re pleased to announce that Web of Science Researcher Profiles is improved with new features for tracking your publications, citation metrics, peer reviews and journal editing, all in one place – making it the one-stop destination for managing your academic profile and demonstrating your expertise. We have created the next generation of the Web of Science Researcher Profiles by incorporating the best features of Publons and ResearcherID.

2019 105
article thumbnail

What’s Preventing B2B Marketers from Improving Experiences? (Vlog)

Merkle

In part one of our three part video blog series with Merkle's Beth Billingsley and ActionIQ's James Meyers, they'll share how account-based everything (ABX) plays a key role, .

B2B 92
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

How to Improve Existing UXR When You're Hired as the First Researcher

dscout People Nerds

Coming in as the first official UX researcher is no easy task. Finding a way to include all voices will help pave the path forward.

103
103
article thumbnail

Recession proofing video subscription services

Maru Group

By Maru Entertainment & Technology | August 18, 2022. The possibility that the U.S. will soon be in a recession keeps growing. One area of entertainment which will be particularly nervous about this possibility is subscription video. The industry is unrecognizable from the Great Recession of 2007-09. Back then the main way to subscribe to video was cable, with Hulu still a free advertising-based video on demand (AVOD) service (launching subscriptions in 2010) and only Netflix offering a subs

article thumbnail

HammerRTC for Amazon Connect Now Available

CSM Magazine

John D’Anna, President of Hammer. DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with comprehensive end-to-end WebRTC testing capabilities from Hammer. Hammer , a global leader in end-to-end testing and assurance solutions, today announced the release of HammerRTC for Amazon Connect, the self-service, cloud-based contact center solution from AWS.

article thumbnail

Scaling Up Customer Support to Handle the Holiday Shopping Surge

Helpware

After a lackluster 2020 due to the pandemic, 2021 saw the strongest retail growth in more than two decades. As e-Marketer reports , brick-and-mortar sales rebounded, and eCommerce growth was impressive. Total US retail sales topped $1.2 trillion, up 16.1% over 2021. And all signs point to 2022 continuing on a positive trajectory.

2021 76
article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

How to Improve Your Car Dealership’s Reputation

ReviewTrackers

123
123
article thumbnail

NDAs, the Secret Sauce: Research Operations Tips with Kasey Canlas

dscout People Nerds

ReOps expert Kasey Canlas believes anyone can break into the field—but they’ll need to learn some security and privacy best practices along the way.

52
article thumbnail

Strategic Services Trend Round Up: Week of August 15th

Lithium

This week, Strategic Services highlights new TikTok and Twitter trends, platform updates from Snapchat, WhatsApp, and Meta (including the expansion of Horizon Worlds!), and a small dive into news from around the globe. Read more below!

40
article thumbnail

The Pulse 2022 community proves that together, we are unstoppable

Gainsight

After a whirlwind two days, Pulse 2022 has come to a close. The entire 48 hours were packed with strategic learnings, new connections, and plenty of shared memories. But we couldn’t officially say goodbye without a reminder of why we strive to make Pulse the biggest event for Customer, Product, and Community: . To prove that you can win in business by being human first. .

2022 19
article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

The Human Side of Workforce Management 

Playvox

During my time as a workforce management (WFM) professional, I have implemented WFM systems into several departments within multiple companies. These implementations were either with a department or company that did not have a previous WFM system or they had one but were not using it to its potential. In some instances, the workforce management departments I was a part of started out with just a handful of people.

article thumbnail

Gmail Business & Gmail Calendar: Things to Consider before You Sign Up!

SmartKarrot

When we needed information, Google gave us a search engine; when we needed to send written communication over the internet, Google gave us emails; when we wanted virtual meetings, Google gave us Meet… From time to time, Google has been addressing our personal and professional (business) needs with its high-efficiency, easy-to-use SaaS products. Now, taking its services up a notch, Google introduced an exclusive package – Gmail Business (Google Workspace).

Events 10