CSM Magazine
AUGUST 7, 2020
What separates great customer service managers from others with similar training? These five habits. The best customer service managers (CSMs) are masters at multitasking. They perform administrative duties, demonstrate efficient management skills, and manage teams of customer support representatives. Most importantly, they ensure customer satisfaction whether face-to-face, over the phone, or through email.
Talkdesk
AUGUST 7, 2020
It’s no secret that organizations must rely on great customer experience (CX) as a competitive advantage to take their businesses to the next level. Adapting to rapidly-evolving customer demands creates sustainable customer loyalty — the recipe for long-lasting business success. With the arrival of the coronavirus (COVID-19), business priorities have shifted to focus solely on the safety of employees and customers, deploying a work-from-home (WFH) and social distancing model on a global sc
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ShepHyken
AUGUST 7, 2020
This week we feature an article by Kritagya Pandey , a content writer at CallCenterHosting. She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers. And good customer service is defined as taking that extra step for the customers without being asked.
Centercode
AUGUST 7, 2020
When you’re looking to shave costs anywhere you can, quality is the one thing you can’t afford to cut. It’s the number one objective driving your product’s success. But ensuring high quality is expensive. You need thorough test coverage before release — that is, you need to see how your product’s features and functions perform with real customers in their actual environments.
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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.
Calabrio
AUGUST 7, 2020
Calabrio is a company that has thrived through strategic partnerships. Whether long-term partnerships like Cisco or Avaya , or newer collaborations with Amazon Connect , Twilio or UJET , we deliver value to customers by making the connection between their on-prem or cloud contact center to our leading workforce engagement management platform. We see our services through the lenses of openness and flexibility — we want to work with what you have, not the other way around.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
AUGUST 7, 2020
When it comes to improving employee satisfaction, most managers and companies will go out of their way to improve this crucial aspect of their business. Here, we will discuss some ways to improve your employee satisfaction at the office and find the best ways to retain the talent you’ve acquired and build their loyalty for your business. What Is Employee Satisfaction?
CSM Practice
AUGUST 7, 2020
CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Offering a digital alternative to physical business events, Customer Success Executives Roundtable helps professionals to identify actionable solutions to their key challenges whether they’re working at home or in the office.
NetBase
AUGUST 7, 2020
When it comes to business, brands must be prepared to roll with the punches when the unexpected happens and shifts their plans. A perfect example is mattress brand Simmons. They recently experienced wild success leveraging TikTok to target young consumers during this lockdown. Is this an avenue your brand should consider? The right social media tools offer clues.
CSM Practice
AUGUST 7, 2020
CSM Practice conducts Customer Success Executives Roundtable every third Tuesday of the month where you can connect and exchange strategies and tactical advice with your peers. Offering a digital alternative to physical business events, Customer Success Executives Roundtable helps professionals to identify actionable solutions to their key challenges whether they’re working at home or in the office.
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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
Forrester's Customer Insights
AUGUST 7, 2020
Anastasia Zdoroviak is Senior Manager of Customer Experience at food delivery technology company DoorDash. We spoke about the approach of the CX team and how they make sense of the different customer types that influence each other’s experiences. AG: What is the structure of the DoorDash CX team? AZ: When I joined DoorDash as the […].
Peter Lavers
AUGUST 7, 2020
Our friend and colleague Dr Mark Hollyoake completed his doctorate in 2020 on the hot topic of trust within B2B relationships, and interviewed Peter Lavers as part of a series of tea break chats. The discussion covered the situation mid-pandemic and also what’s going to be important for business recovery and business reengineering. Please click here to watch their chat.
Forrester's Customer Insights
AUGUST 7, 2020
Technology buyers often seek purchases from one vendor because – as the saying goes – they want “one throat to choke.” This phrase always bothered me. You don’t want this relationship to be adversarial, so don’t start off with such incendiary language. Relations between technology providers and their customers have long been on the hairy […].
SmartKarrot
AUGUST 7, 2020
Source. Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer.
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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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Fox Metrics
AUGUST 7, 2020
An email list and every other information your business has about its customers and prospects is a valuable asset that ensures consistent sales. As the saying goes, “the money is in the list.”. A strong house file is very active compared to external lists, which could just be from a bunch of people only interested in the download. These people often disappear when it’s time to buy, so building an internal house file is always the best option.
SmartKarrot
AUGUST 7, 2020
Source. Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer.
Uplight
AUGUST 7, 2020
Tanuj Deora, VP of Market Innovation, talks with Patty Durand of the Smart Energy Consumer Collaborative (SECC) about Uplight’s work around COVID-19, social justice and equity, and the state of the energy industry–kicking off their new video interview series. Watch the video here or read the highlights from Tanuj’s video below. Uplight has been able Read More.
IntouchInsight
AUGUST 7, 2020
Given the importance of continuous measurement to the long term success of any CX program, we've collected our top 5 tips for helping CX and Operations leaders and practitioners keep up with the deluge of data.
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.
Centercode
AUGUST 7, 2020
When you’re looking to shave costs anywhere you can, quality is the one thing you can’t afford to cut. It’s the number one objective driving your product’s success. But ensuring high quality is expensive.
CSM Magazine
AUGUST 7, 2020
Let’s face it, in 2020 you are missing out if you are not going digital. The younger demographic is all online and even later generations are all going online at an alarming rate. Eventually, more and more people will convert to eCommerce shopping. Who knows? Physical location stores might even become obsolete? Don’t believe me? Look at the way eCommerce is growing year over year and compare that to brick and mortar retail stores!
Forrester's Customer Insights
AUGUST 7, 2020
A few days ago, I discussed application architecture in banking with a banking software vendor. Starting from there, we had a look at that vendor’s core banking solutions and further back-end systems such as trade finance. The vendor quickly suggested that its solutions align with Forrester’s concept of a lean core. Now, you may ask […].
CSM Magazine
AUGUST 7, 2020
Miami has been quite popular with real estate buyers, as it’s home to some of the most luxurious buildings in the world. When picking the right luxurious apartment for you, always consider your lifestyle and the services you need. For example, Icon Brickell offers stunning views, great amenities and an exceptional concierge service. Coconut Groove is a neighborhood perfect for family life, away from the crowd.
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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.
SmartKarrot
AUGUST 7, 2020
Role: Customer Success Manager Location: Chandler, AZ, US Organization: Keap In this role at Keap, You will be the key point of contact for the customers. Build strong relationships with the customers and ensure high customer satisfaction. Increase customer retention through reviews as well as the assessment of their business goals and monitor progress.
BirdEye
AUGUST 7, 2020
When it comes to online reviews, a high star rating isn’t enough to set your business apart from the competition. Without written reviews, a star rating (no matter how high) falls flat. The average consumer spends 13 minutes and 45 seconds reading through reviews and review responses before making a decision. The right review response from your business can make a 5-star review even more powerful and minimize the damage of a negative one.
C Space
AUGUST 7, 2020
The Brand Move Roundup – August 7, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.
Totango
AUGUST 7, 2020
The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service. Having the ability to automate your CS teams’ work can make customer success scalable. For large high-touch accounts to tech-touch accounts, and everything in between, automation — used the right way — can add value for customers, while freeing up tim
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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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