Alida

NOVEMBER 10, 2021

We sat down for a virtual fireside chat with Jenny Yi, Sr. Community Insights Manager at J.Crew Group, Inc. to learn their secret to long-standing success in the retail space. In such a highly competitive industry, retailers can’t afford to miss the mark, but J.Crew has uncovered the key to navigate the retail landscape—by putting customers first. They’ve built a Voice of Customer program, powered by Alida’s TXM platform, that enables the organization to invest confidently into new product lines

Voice of Customer 246

Voice of Customer Retail Customer Centricity Customers 246

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. Next, she explained why.

Loyalty 145

Loyalty Customer Service Training Customer Service Information 145

Lumoa

NOVEMBER 10, 2021

The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. To do that, you’ll need to come up with a strategy for how you integrate multiple technologies to attract, retain, and delight your customers at every stage of your sales pipeline.

Customer Experience Design 83

Customer Experience Design Customer Experience User Experience Touchpoint 83

Zeisler Consulting

NOVEMBER 10, 2021

I’m always championing active use of your Voice of the Customer (VoC) insights. After all, I say, if you’re just collecting your Customers’ insights but not doing anything with them, that’s a huge waste of resources. Normally when I talk about that, I’m referring to the importance of having a robust and enterprise-wide Process Engineering (PE) function within your company: A group of process experts whose job it is to take those insights and put them to use improving and updating your procedu

NPS 93

NPS Metrics Measurement Insights 93

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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

Comm100

NOVEMBER 10, 2021

Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality. Not only are chatbots convenient, but they’re also quickly becoming necessary thanks to their ability to provide customers with 24/7 service.

Customer Service 77

Customer Service Social Media Customers Interaction 77

Blueshift

NOVEMBER 10, 2021

It’s no secret that customer behaviors and expectations of brands are constantly evolving. What worked five years ago — or even last year — no longer works today. Customers are more informed than ever. The post Orchestrate Seamless Customer Journeys with Our Smart Guide to Omnichannel Campaigns appeared first on Blueshift.

Omnichannel 98

Omnichannel Customer Journey Customers Brands 98

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect CS compensation structures. However, according to Totango’s 2021 Customer Success Salary Report , CS teams are being tasked with owning more revenue-generating activities that make an impact on organizations’ bottom lines, as well as activities that improve product stickiness, which decrease churn and increase renewals.

Net Promoter Score 84

Net Promoter Score NPS Sports Customer Success 84

delighted

NOVEMBER 10, 2021

Whether you’re expanding into a market for the first time, or securing your foothold in international territory, understanding cultural differences and how that translates to audience expectations is business-critical. Our latest feature, Translations , aims to help you scale your global customer experience strategy while maintaining a local and even personal connection with every customer and employee.

Net Promoter Score 84

Net Promoter Score Feedback Effort Score NPS 84

CSM Magazine

NOVEMBER 10, 2021

The best chatbot initiatives start with good planning. Magnus Geverts at Calabrio shares his top tips for an automated assistant strategy for improved employee and customer satisfaction. When combined with the latest Workforce Engagement Management (WEM) solutions, chatbots have the power to improve workforce flexibility, employee satisfaction and the customer experience all in one go.

2017 52

2017 Customer Satisfaction 2021 Technology 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

SAP Customer Experience

NOVEMBER 10, 2021

Virtual December 9 Agenda Dear Valued Customer, Continuing the success of the past virtual Premium Engagement Forum we are very much looking forward to inviting you to the next session with the name “Business Operations Self-Healing Service” taking place December 9, 2021. Join this session to learn how using the.

2021 62

2021 Engagement Customers Customer Experience 62

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect CSM compensation structures. However, according to Totango’s 2021 Customer Success Salary Report , CS teams are being tasked with owning more revenue-generating activities that make an impact on organizations’ bottom lines, as well as activities that improve product stickiness, which decrease churn and increase renewals.

Net Promoter Score 74

Net Promoter Score NPS Sports Customer Success 74

Gainsight

NOVEMBER 10, 2021

Product-led growth is launching SaaS companies to success faster than ever. Unfortunately, if you’re a product leader or manager who’s in charge of building your product-led growth strategy from scratch, you may feel overwhelmed. . Enter product analytics, the secret to building your own product-led machine. Ready to launch your product-led growth plan?

User Experience 52

User Experience Metrics Measurement Feedback 52

IntouchInsight

NOVEMBER 10, 2021

This month we have rolled out several new product features in the Intouch Platform and IntouchCheck™ that we are so excited for you to begin using.

Customer Experience Management 62

Customer Experience Management Management Customer Experience Customers 62

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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

Perkville

NOVEMBER 10, 2021

Sunil Saha and Travis Helm will be the featured speakers on a panel discussing member retention and loyalty at the 2019 Club Industry Show in Chicago, October 9th – 11th.

2019 52

2019 Loyalty 52

Forrester's Customer Insights

NOVEMBER 10, 2021

Customers seem to contradict themselves when they say that they don’t intend to stay with a brand but will buy more from and/or recommend the brand. This blog post discusses what's behind this customer loyalty pattern and how should brands respond.

Loyalty 26

Loyalty Blog Brands Customers 26

Perkville

NOVEMBER 10, 2021

Perkville, a leading loyalty program in the fitness space, and Twin Oaks Software, a leading club management software provider, today announced an integration.

Rewards Programs 52

Rewards Programs Loyalty Programs Loyalty Management 52

Forrester's Customer Insights

NOVEMBER 10, 2021

Talk about timing. Last week Lemonade revealed Lemonade Car, its entry into auto insurance. This week, it announced the acquisition of Metromile, one of the largest usage-based auto insurers in the world. Insurtech M&A has been strong, but admittedly, I didn’t expect to see a transaction like this so soon. But I suppose I shouldn’t […].

Insurance 26

Insurance Consumers Innovation Technology 26

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

Perkville

NOVEMBER 10, 2021

Katy Henderson, the founder of Studio South in Williamsburg, Virginia, shares her tips below for keeping customers engaged during the pandemic.

Engagement 52

Engagement Customer Engagement Customers 52

Heart of the Customer

NOVEMBER 10, 2021

I’ve been thinking lately about why we measure things like, for example, Net Promoter Score (NPS). What are we actually doing? These thoughts are prompted by Reid Hoffman’s great new book, Masters of Scale. (In addition to writing books and hosting a podcast, Hoffman is the co-founder of LinkedIn and serves on the boards of […]. The post A Wonkish Look at First-Principles Thinking appeared first on Heart of the Customer.

Net Promoter Score 88

Net Promoter Score Books NPS Measurement 88

Perkville

NOVEMBER 10, 2021

Periodically collecting feedback from customers about your loyalty program will provide tips to improve your program.

Rewards Programs 52

Rewards Programs Loyalty Programs Loyalty Feedback 52

Zonka Feedback

NOVEMBER 10, 2021

How often have you created a feedback survey with an “other” option in your multiple-choice questionnaire? This option is for when your respondents may have an answer other than what’s already in the questionnaire. However, it may create ambiguity since there is no definite way to know what it is that customers mean when they choose the “other” option.

Feedback 98

Feedback Definition Customers Management 98

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Information

Perkville

NOVEMBER 10, 2021

Sunil Saha, Perkville's CEO, was interviewed on the Fitness Industry Innovation Podcast with Kelly Card.

Innovation 52

Innovation Loyalty 52

Clarivate

NOVEMBER 10, 2021

The annual U.S. News & World Report rankings for global universities are b ased on Web of Science data and InCites metrics provided by Clarivate. University rankings may be controversial, but they have unquestionably become a standard and familiar feature of the annual higher education calendar. Originally intended as a general and accessible source of information, particularly for those outside the groves of academe, they are one perspective on an institution’s standing compared to its pe

2022 98

2022 Government 2015 2017 98

Perkville

NOVEMBER 10, 2021

Sunil Saha, Perkville's CEO, was interviewed on The Fitness Business Podcast with Chantal Brodirck.

Loyalty Programs 52

Loyalty Programs Loyalty 52

SmartKarrot

NOVEMBER 10, 2021

Role: Customer Success Director Location: Remote, United States Organization: Innovaccer As a Customer Success Director, you will understand customer needs and be a client-counselor by working together with the customer to come up with solutions to key customer problems. Build a client relationship and act as a trusted advisor to the client. Know customer problems and KPIs and guide the customer to the best platform use.

Customer Success 19

Customer Success Leadership Customers Management 19

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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