Heart of the Customer

SEPTEMBER 18, 2020

I’ve been writing about how to apply John Kotter’s change management work to CX. This week, I’ll tackle Step Six: Generate Short-Term Wins. The good news is that CX programs frequently excel at this. Many organizations have focused internally so much that they can easily find areas where they can develop quick wins. Whether they […]. The post Propel CX Momentum With Quick Wins appeared first on Heart of the Customer.

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Management Customer Journey Customers Culture 97

ShepHyken

SEPTEMBER 18, 2020

This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success. You can read just as many articles about the importance of customer feedback in operating your business successfully.

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Feedback Customer Service Article Communication 123

Oracle

SEPTEMBER 18, 2020

Every week, Oracle CX Marketing features “On the Fly”—a video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts. Season 2 has seen customer experience tips offered from marketing pros during a time of uncertainty. Here are 5 more tips to help during the current disruption. To view the full video series, check out the YouTube playlist or the Modern Marketing Blog.

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Customer Experience Blog Feedback Article 89

Interactions

SEPTEMBER 18, 2020

We live in a time where you can click purchase on an online shopping order one day, and expect to receive the item in the mail the next. Speed, quality, and service are expected at every stage of the customer journey, regardless of the responsible party. To meet this expectation, in the past few years t ransportation and logistics (T&L) providers have had to change the way they do business. .

Competitive Advantage 71

Competitive Advantage Omnichannel Download Financial 71

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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

Totango

SEPTEMBER 18, 2020

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. This knowledge comes with a responsibility to act. The digital transformation of business has put the customer in the driver’s seat, and growth in the tech delivery industry is now predicated on being able to maximize customer lifetime value over repeated cycles of renewal and expansion.

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Metrics Customer Success Return on Investment Measurement 62

CSM Practice

SEPTEMBER 18, 2020

In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers. With the continuous growth of their customers and an increase in product complexity, Taylor challenged herself on how to best optimize her customer success team.

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Customer Success ROI Sales Customer Centricity 52

SurveySensum

SEPTEMBER 18, 2020

Handling angry customers is a tough job. Despite the best of your efforts to offer an excellent product/service, sometimes you aren’t able to live up to their expectations. A few years back, Delta Airlines was caught in a similar scenario. Owing to rough weather, one of their flights to Atlanta was diverted to Knoxville Tennessee. Irritated by the flight delay, passengers started getting angry.

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Airlines Hospitality Social Media Brands 52

Feedbackly

SEPTEMBER 18, 2020

Before the pandemic, grocery retail was one of the thriving sectors catering to the daily needs of consumers. Even during the pandemic, and at. Source.

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Retail Consumers Insights Customer Experience 83

ChurnZero

SEPTEMBER 18, 2020

Have you stopped to ask yourself if your customer conversations and QBRs are really about your customer – or are they about what your customers thinks about your product ? Do you understand the “why” that drives their day-to-day priorities? Are they giving you their unvarnished perspective in a way that can help your company learn and grow?

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Webinar B2B Return on Investment Customers 64

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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

MyCustomer

SEPTEMBER 18, 2020

Engagement How to uncover your brand's hidden customer value.

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Brands Engagement Customers 99

Forrester's Customer Insights

SEPTEMBER 18, 2020

COVID-19 and the associated containment measures are accelerating digital transformation and automation in financial services. Customer service in particular has been under enormous pressure and financial services firms such as Nationwide Building Society in the UK and the Royal Bank of Canada have launched chatbots to deal with the unusually high volume of requests.

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Financial Banking Measurement Customer Service 72

Brad Cleveland Blog

SEPTEMBER 18, 2020

Many organizations want to do the right thing for customers, but too often put a multi-layered, time-eroding approval process in place to get there. By then, the customer is gone, or the loyalty that could arise from their experience has dwindled. That’s not effective empowerment; in fact, it’s not empowerment at all. Your agents must be able to take action … The post Empowering Your Customer Service Team first appeared on Brad Cleveland.

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Customer Service Loyalty Customers Call Center 29

Forrester's Customer Insights

SEPTEMBER 18, 2020

One of the biggest transformations in retail that Forrester highlighted in its recent B2C buying research stream is the growth of brand manufacturers in commerce and the corresponding tension with marketplaces like Alibaba, Amazon, and others around the world. (“Brand manufacturers” are traditionally wholesale companies that distribute through intermediaries.

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Events Brands B2C Retail 65

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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

Brad Cleveland Blog

SEPTEMBER 18, 2020

Many organizations want to do the right thing for customers, but too often put a multi-layered, time-eroding approval process in place to get there. By then, the customer is gone, or the loyalty that could arise from their experience has … Continue reading → The post Empowering Your Customer Service Team appeared first on Brad Cleveland.

Customer Service 26

Customer Service Loyalty Customers Call Center 26

Knowmax

SEPTEMBER 18, 2020

Troubleshooting support with manual and mechanical expertise.

Customer Experience 52

Customer Experience Customers 52

Qualtrics

SEPTEMBER 18, 2020

The best listening systems are those that meet their customers where they are. It prompts greater engagement and real-time insights, which is why with Qualtrics you can now use WhatsApp as a primary feedback distribution channel. With over 2 billion users around the world, WhatsApp is a mobile messaging platform that has become an integral part of day-to-day life.

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Demo Feedback User Experience Communication 26

SmartKarrot

SEPTEMBER 18, 2020

Source: Pexels. Gone are the days when education was a sheer matter of books and notes. When you hear the classroom, do you picture a room filled with bespectacled teens immersed in their assignments? Well, not anymore! The face of education has now totally changed. Edtech companies have given it a new direction, a new dimension. The way schools buy educational technology has brought up an evolution in itself.

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2020 2013 2008 Document 21

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

Enalyzer

SEPTEMBER 18, 2020

The COVID-19 worldwide lockdown has led to a radical change in the use of technology and expanded remote working possibilities. This has meant that the workplace of the future has already moved into many organizations in the form of increased digitalization and working from home. Many organizations are following up on the experiences of working remotely.

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Technology Consulting Employee Experience 95

SmartKarrot

SEPTEMBER 18, 2020

In B2B SaaS or any other business per se, the competitive advantage is an attribute that allows a company to outperform its competitors. It can come from any part of the business. For example, access to low-cost resources, highly skilled employees, exceptional product, first-mover advantage, and so on. There can be a multitude of ways you can gain a competitive advantage for your firm.

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Competitive Advantage B2B Customer Success Loyalty Programs 14

SurveySparrow

SEPTEMBER 18, 2020

When you land a new job or gain a promotion, you feel like you’re on top of the world. But, this excitement starts to fade when you realize you don’t have a plan to manage your work. You’ll be surprised to know that more than 80% of the small business owners don’t have a strategic plan. Whether you’re running a business or getting hired, having a plan is crucial for your success.

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Metrics Sales Measurement Feedback 59

SmartKarrot

SEPTEMBER 18, 2020

Gone are the days when people used to rely on word-of-mouth feedback. If you want to purchase an electronic device, you would ask your colleague, friend, or anyone else you know. But now, social media has totally changed the ball game. It is not just limited to feedback or references but social media customer service is yet another evolution in the field of new business.

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Social Media Customer Service Customer Success Travel 10

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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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SurveyGizmo

SEPTEMBER 18, 2020

Everything you wanted to know but were afraid to ask! Q – What’s required to use Panels Services? A – An Alchemer Full Access or Professional license is required as these levels have the features necessary to run a panel, such as disqualification logic, URL redirect, and quotas. Q – Where do we source our respondents from? A – We partner with two of the world’s leading panel companies, Lucid and Cint, to source our respondents.

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SmartKarrot

SEPTEMBER 18, 2020

It is a crisis that puts the strengths and weaknesses of a professional relationship in the spotlight. And it’s a given that the Coronavirus pandemic is no ordinary crisis. In times like such a crisis, customer experience takes a subjective edge altogether. CX teams around the globe have to adapt quickly amidst market volatility and enhanced uncertainty.

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Customer Experience Social Media Omnichannel Communication 10

Forrester's Customer Insights

SEPTEMBER 18, 2020

In this environment, successful B2B CMOs must be agents of change within marketing and across the revenue engine by introducing well-established proven best-practice processes that can be adjusted quickly to create alignment between functions and meet the changing needs of the business. Join Jennifer Ross and Adele Sweetwood on October 15 for the Forrester SiriusDecisions webcast “Is It 2021 Yet?

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2021 B2B Marketing Brands 63

SmartKarrot

SEPTEMBER 18, 2020

When brewing a new marketing communication program, it is a given that the client’s voice is the prime ingredient. And that is why customers are stirring their thoughts and ideas through the help of a board, customer advisory board (CAB). It is of high pertinence to see the business from multiple perspectives. Also, wouldn’t it be nicer getting free advice from loyal customers?

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Loyalty Communication Customers Feedback 10

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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