ClientSuccess

APRIL 6, 2021

Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. As the needs and responsibilities of customer success teams change over time, tools must be able to keep up with the changing nature of the business. As such, it is a necessary step for customer success teams to re-evaluate their platform features and functionality to make sure the tools are up to the task.

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Customer Success Metrics Webinar NPS 68

ShepHyken

APRIL 6, 2021

An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . Top Takeaways: . Broken p romises to your customers can be either implicit or explicit depending on the situation or marketing strategy. .

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Advertising Consulting Definition Brands 145

Zeisler Consulting

APRIL 6, 2021

I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. Often when I think about SaaS organizations trying to get visibility into their VoC, I’m amazed by how overly complicated they make it out to be.

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2006 Insurance B2B Definition 93

Conversocial

APRIL 6, 2021

Customer engagement now happens beyond the contact center. 2020's Digital Reckoning means customer expectations have changed for online interactions with their favorite brands. As demand for better digital experiences grows, it provides the chance to add more feathers to a brand’s bow when it comes to customer engagement. Rather than being purely reactive to customer queries, it’s now possible to use private messaging channels for proactive CX, particularly when it comes to customer acquisition.

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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

One Millimeter Mindset

APRIL 6, 2021

You have powerful soft skills. However, you are not leveraging these very effectively. Mostly because these important skills get lost as you focused on earning all those professional certifications during 2020. However, before you add one more certification to your resume, I have a question for you. How do you plan on communicating the power of those certifications?

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Leadership Consulting 2020 Communication 77

Oracle

APRIL 6, 2021

2020 forced supermarkets and grocery retailers into reinvention mode. From the way consumers buy groceries to how they’re rewarded for their loyalty, the impact of shopping for essentials in a pandemic has permanently changed the grocery market. To win and retain customers in the future, grocery retailers must respond to increasing customer expectations around convenience, flexibility, and value.

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Loyalty Programs Retail Loyalty 2021 71

Team Support

APRIL 6, 2021

Gone are the days of siloed customer support, successful organizations can and must collaborate to truly enhance the customer experience. Forrester's Kate Leggett said it best, "Executives don't decide how customer-centric their companies are, customers do.". Customers prefer omnichannel support options. While multi-channel, or omnichannel , is a term that's thrown around a lot these days, it's important to understand the difference between simply offering different channels for customers to use

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Magellan Solutions

APRIL 6, 2021

Best performing outsourced support agents. Magellan Solutions help you easily build a team and grow your organization. We provide everything you need. As a BPO company, we shoulder the responsibility of managing the processes of starting a team. Our skilled support team will help reduce your ticket volumes for better customer support. We also provide multilingual customer support for foreign-language-speaking customers. .

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Customer Service Call Center Loyalty Programs Customer Centricity 52

Cyara

APRIL 6, 2021

2020 wasn’t exactly what you would call an easy year for anyone, and in some ways it was especially tough on businesses. The pandemic caused many companies to change their course of action, and fast. This kind of necessary-yet-difficult pivot resulted in transitional hiccups and lasting negative side effects.

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Contact Center 2020 Customer Success Customer Experience 67

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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

ppt solutions

APRIL 6, 2021

TULSA, OKLAHOMA, April 6, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today the addition of Roger Blohm as senior vice president of partner solutions. The post Roger Blohm Joins PPT Solutions as Senior Vice President of Partner Solutions appeared first on PPT Solutions.

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Contact Center 2020 Consulting Customer Experience 75

Bold360

APRIL 6, 2021

Compared to small and mid-sized businesses, enterprises have more involved project lifecycles – more people, departments, processes and budget. Pre-COVID, all this complexity made it time-consuming to develop projects impacting CX. Now, responsiveness rules the day. With a clear view from the frontlines of what Bold360 customers have been experiencing, Customer Relationship Manager Shai Horstock explains the shift enterprises have had to make in order to become nimbler, a change that won’t (and

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Roadmap E Commerce Telecommunications Customer Relationship Management 52

Feedbackly

APRIL 6, 2021

In one of our latest articles, we discussed strategies to attract customers with a strong Customer Experience (CX) program. But, you would already know.

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Article Customers Customer Experience Feedback 69

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. That was nearly six years ago and, with recent events revealing racial inequities along with an increase in anti-Asian and other hate crimes, I thought it was time to bring this topic once again to the forefront as it seems to be a precursor to what we commonly refer to these days as microaggressions which eventually can lead to more insidious actions of violence.

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2002 2015 Books Communication 59

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Measurement

SMG CX

APRIL 6, 2021

Net Promoter has long been a hot topic for businesses trying to improve the customer experience. Its popularity is tied to its simplicity and the assertion that a brand’s Net Promoter Score (NPS) is the most important predictor of brand health and future financial performance. But despite its appeal, NPS may not be the end-all-be-all metric for every brand.

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Net Promoter Score NPS Customer Experience Measurement 52

Lithium

APRIL 6, 2021

Hello, to all of our Atlas members! If there is anything we learned this year, communication is a significant key to success. Whether it’s B2C, B2B, or even C2C, everybody wants quick and efficient responses. A Digital-First Strategy is now more critical than ever before for effective communication. Brands want their customers to feel like they have their back through every step of the support process, as well as the conversion funnel.

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2021 Webinar B2C Roadmap 52

Happy or Not

APRIL 6, 2021

If the answer is Panic mode, then we need to talk. You need Systematic mode. If the answer is Systematic mode, then we need to talk. You also need Panic mode. Read time: Four minutes. Digital experience management is a hot topic that keeps getting hotter. It doesn’t matter if you are a retailer, a healthcare provider, or a service provider: To stay ahead of the game you need to understand how people perceive you and your services in the moment – wherever they are, whatever they do.

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Management Touchpoint Feedback Fashion 36

MyCustomer

APRIL 6, 2021

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 6th Apr 2021. By Neil Davey Managing editor.

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2021 Management Customer Experience Customers 40

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

Grade.us

APRIL 6, 2021

Reading Time: 5 minutes. Overview. Kory Ladd , Director of Sales & Client Services at Dallas SEO Dogs, was looking for a reliable reputation management SaaS provider for his digital marketing agency. Dallas SEO Dogs is an award-winning digital marketing and reputation management agency. Dallas SEO Dogs has received more than 14 different awards and commendations for its services. .

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Management 2006 Hospitality Social Media 26

MyCustomer

APRIL 6, 2021

Launching earlier this year, the European Customer Experience Organization (ECXO) is an o 6th Apr 2021 ECXO: An open, inclusive and diverse community

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2021 Customer Experience Customers 40

SmartKarrot

APRIL 6, 2021

If you are a customer success leader who’s being forced to use a sales tool that wasn’t built for you in the first place, we get you. Leaders in a C-suite are uniquely positioned to further company-wide policies and strategies. CS teams are growing and need a good technical fit to give them the confidence to do better in their roles. In this blog, we will see why C-Suite Selling is important. how to sell your customer success tool to them.

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Customer Success Chief Customer Officer Touchpoint Customer Retention 18

Vanilla Forums

APRIL 6, 2021

The business and technology world moves fast. Technologies and tools get outdated quickly and are constantly being replaced by superior alternatives. Do you remember those video cassettes, or those 3 ½ floppy disks? As a 90’s kid, I remember them all. Well, those video cassettes were soon replaced by DVD’s, which were replaced by streaming services and Netflix.

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Technology Customers 93

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Information

Uplight

APRIL 6, 2021

Many energy providers are already garnering the benefits of their summer demand response (DR) programs. Combined with the continually growing adoption of distributed energy resources, and the growing need for flexibility in the grid with the transition to renewable energy sources, there is growing interest from utilities to expand their DR programs.

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Insights 75

SmartKarrot

APRIL 6, 2021

Role: Director of Customer Success Location: Boca Raton, FL, US Organization: GRUBBRR As a Director of Customer Success, you will collaborate with sales and operational leadership to ensure business objectives are aligned, effectively create a bridge between the departments to ensure accuracy and ensure metrics are being met. Manage customer service team and technical support team to ensure high-quality interactions and timely resolutions to issues.

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Customer Success Document Customers Sales 10

delighted

APRIL 6, 2021

The Email digest is one of our customers’ favorite ways to keep colleagues in the know about customer sentiment. Powered by Delighted AI , the Email digest curates a feedback summary with samples of verbatim comments for your inbox. Based on all of the feedback we’ve collected from you, we’re excited to announce a couple of key updates that will make these Email digests even more informative and actionable.

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Feedback Information Customers 72

Totango

APRIL 6, 2021

During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. You can watch the webinar here and check out a recap of some of the questions and answers from the session below. How do you track customer interactions? We track our interactions primarily by logging touchpoints in Totango.

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Webinar Roadmap Customer Success Customers 62

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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