ChurnZero
JANUARY 15, 2021
Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be prepared,” he forewarned. Though there were other external factors driving this prediction, You Mon was right on the money.
ShepHyken
JANUARY 15, 2021
This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. But monitoring it is sometimes easier said than done.
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Beyond Philosophy
JANUARY 15, 2021
As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. However, there is also nothing wrong with giving people a little Digital Nudge in the right direction.
iPerceptions
JANUARY 15, 2021
Closing the customer feedback loop can help turn bad experiences into good ones, and make good experiences even better. Here's everything you need to know. The post Closed-Loop Feedback: How to Get More From Your Surveys (and Delight Customers) appeared first on Astute.
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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.
Bizagi
JANUARY 15, 2021
Vaccine passports are one way to revive industries stalled by the COVID-19 pandemic. Immunity passports were debated multiple times during 2020, but it’s the approval of vaccines in nations across the globe that has given rise to the potential to make vaccine passports a reality. Technology companies have responded to this need, and software solutions including CoronaPass , offer the capability to create such a system, and to customize it to your specific needs.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SurveySparrow
JANUARY 15, 2021
Did you know that 89% of HR leaders said that ongoing peer feedback and check-ins are critical for successful outcomes? Don’t Google this fact. Take our word for it; it’s true. If you want to get better ROI, work engagement, and high employee retention, it’s crucial to provide constructive feedback. However, you can’t give accurate feedback without an employee performance review.
Brad Cleveland Blog
JANUARY 15, 2021
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. In this video, I’ll discuss five common pitfalls when developing strategies.
Lithium
JANUARY 15, 2021
Intelligence makes it easy to surface real-time & historical insights to inform your marketing and customer care efforts. Make your work smarter with insights from the most critical social networks to impact your strategy. Use Cases: 1. Trend Listening/Reporting - Real-time and Past Trends. Whether a crisis, PR event, top news drivers, or content trends (e.g., media outlets, celebrities, politicians, etc.), these moments can be identified and tracked to stay on top of current conversation an
Oracle
JANUARY 15, 2021
“Winning cures all problems.” – Kevin Harvick, professional racecar driver. Oftentimes in sports we’re told that winning is the cure to all problems. In the sports business, winning is certainly wonderful – but over the years, our sports customers have taught me that the real secret to success is collaboration to create a winning team on and off the court, ice, pitch, or field.
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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
MyCustomer
JANUARY 15, 2021
Engagement MyC report: How COVID is influencing CX strategies.
Lithium
JANUARY 15, 2021
Unimaginable. Unprecedented. Unbelievable. Those are the words still reeling through many of our minds as we think back to the events that took place yesterday. As we try to come to terms with the chaos, we are left wondering what, if anything, should be done across social media and digital channels. Should paid advertising resume? Should a statement be issued?
Brad Cleveland Blog
JANUARY 15, 2021
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a … Continue reading → The post Customer Service Strategy: Avoid Common Pitfalls appeared first on Brad Cleveland.
Centercode
JANUARY 15, 2021
Technology isn’t the only thing that’s rapidly evolved in the past 25 years. The people who consume tech have also changed significantly. From the niche world of hi-tech enthusiasts from the 90s to today’s mainstream users, the people who consume technology have had as much of an effect on its evolution as it has had in our daily life.
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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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SmartKarrot
JANUARY 15, 2021
A healthy Customer Success and Product team relationship is essential for high performing, high growth companies. When these functions aren’t aligned–you lose. Most software companies can point to areas of coordination between Success and Product and this is an excellent starting point. But for the sake of your long-term success–aim higher.
Helpware
JANUARY 15, 2021
Customer care is a lasting method of keeping a client safe. Customer care is one step ahead of traditional customer support by developing a special relationship. Although it does not involve the whole Point A to Point B customer journey, it is made up of a chain of interactions. Therefore, it is a process of giving specialized, useful, expert help until the client's expectations are met.
SmartKarrot
JANUARY 15, 2021
Role: Vice President of Customer Success Location: Remote, United States Organization: Community Brands As a Vice President of Customer Success, you will build, manage, support, and monitor the team within the organization. Manage team development, cultivate individual talents, and build strong relationships that facilitate team success. Drive change initiatives as required to improve efficiencies and execute on business commitments.
Optimove
JANUARY 15, 2021
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got a new CRM hack on Gamification and a deep analysis on Paul Smith. All previous weekly shows All our videos on Optimove’s Youtube channel. CRM HACK: Gamification. 7 CRM COMMANDMENTS: Paul Smith. The post Watch: CRM Hack on Gamification and a CRM Analysis on Paul Smith appeared first on Optimove.
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.
Blueshift
JANUARY 15, 2021
Couldn’t join us for our exclusive webinar with the Customer Data Platform Institute and Smart Panda Labs? Have no fear — we’re recapping it all here! Let’s dive into the best bits, top takeaways, and finally, an on-demand recording, The post Webinar Recap: What the CDP?! With the CDP Institute and Smart Panda Labs appeared first on Blueshift.
Gold Research
JANUARY 15, 2021
+. (Photo of Ben Gamse). The Direct Selling Association (DSA) has selected Gold Research Inc, a leading customer journey and member experience research firm, to help its global members successfully digitally transform and position themselves for long-term growth.
Optimove
JANUARY 15, 2021
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got a new CRM hack on Gamification and a deep analysis on Paul Smith. All previous weekly shows All our videos on Optimove’s Youtube channel. CRM HACK: Gamification. 7 CRM COMMANDMENTS: Paul Smith. The post Watch: CRM Hack on Gamification and a CRM Analysis on Paul Smith appeared first on Optimove.
Helpware
JANUARY 15, 2021
Customer care is a lasting method of keeping a client safe. Customer care is one step ahead of traditional customer support by developing a special relationship. Although it does not involve the whole Point A to Point B customer journey , it is made up of a chain of interactions. Therefore , it is a process of giving specialized , useful , expert help until the client's expectations are met.
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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
JANUARY 15, 2021
Large software companies who want to create a lasting value are measured against the Rule of 40. The rule of 40 is an easy way to understand how to balance profitability and growth. The rule of 40 says that the combined profit margin and growth rate should exceed 40 percent. If your company is generating a profit of 19 percent, the company should grow at 21 %.
Forrester's Customer Insights
JANUARY 15, 2021
Instead of asking leaders which metrics they feel are most important, we simply asked leaders which metrics appear on their top-level dashboards.
Centercode
JANUARY 15, 2021
Technology isn’t the only thing that’s rapidly evolved in the past 25 years. The people who consume tech have also changed significantly.
Lithium
JANUARY 15, 2021
Looking to provide internal stakeholders, executives and partners with the latest information when a crisis emerges? The attached template can serve as an outline to help you pull together quick turn listening reports so you're able to stay on top of emerging information and news as a crisis unfolds!
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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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