CSM Magazine
SEPTEMBER 20, 2021
The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled self-service channels such as FAQs. Managing knowledge is critical to successful self-service, but it’s difficult to achieve it. However, it can be done, and the payoffs can be huge.
Doing CX Right
SEPTEMBER 20, 2021
Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right.
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Stella Connect
SEPTEMBER 20, 2021
With almost 30 years in the customer experience profession, Annette Franz, CCXP is founder and CEO of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).
CustomerSuccessBox
SEPTEMBER 20, 2021
Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. CustomerSuccessBox. CustomerSuccessBox is an outcome-driven Customer Success software for B2B SaaS, which helps maximize retention, drive product adoption, and grow revenue for your B2B SaaS.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
SurveyGizmo
SEPTEMBER 20, 2021
Results from the Alchemer Customer Survey. In August we ran a survey of our customer base to get to know who is using Alchemer and for what. Below you’ll find how people use Alchemer, how long people stay with Alchemer/SurveyGizmo, what steps people took to acquire Alchemer, and what are the most important deciding factors in selecting a survey platform.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CustomerSuccessBox
SEPTEMBER 20, 2021
Some people have to read information to absorb it. Others need to hear it. Some people need a combination of visual and auditory instruction in order to fully understand. The Customer Success industry has grown over the last couple of years and will continue to have immense growth in the future too. And Podcasts are a great way to learn about the CS industry, who the major players are, and what they’re doing.
The DiJulius Group
SEPTEMBER 20, 2021
Today businesses are operating with a set of unconventional circumstances. There are a few obstacles nearly every business in all industries has in common: staff shortages and supply chain issues. As a result, both are significantly contributing to why overall customer satisfaction is at its lowest point in 15 years. While both factors may be. Read Full Article.
Kapta Customer Success
SEPTEMBER 20, 2021
Retaining clients requires more than good reactive support and strong products. It requires proactive account management, anticipating client needs, and constantly strengthening the relationship. But without the data and technological resources to support those goals, you can't offer the top-tier service needed to make key account management successful.
ShepHyken
SEPTEMBER 20, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How To Find A Balance Between Automation And Empathy In Customer Service by Murph Krajewski. (Forbes) As employees seek more flexibility, contact centers — which are notorious for rigid, demanding job descriptions — could be at high risk of losing employees.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!
NICE inContact
SEPTEMBER 20, 2021
As the world continues to deal with the coronavirus and other challenges that affect our everyday lives, businesses and their customers agree that staying connected—and finding new ways to connect—is increasingly important for both groups.
SmartKarrot
SEPTEMBER 20, 2021
Documentation for your SaaS products is more than necessary. As you dwell in the subscription economy, you regularly interact with your customers. You might have had some experience in working with product documentations in the beginning, however, it is time to rev up your documents and take to another level. if that is what you have been wondering off late to know how to create a killer SaaS documentation or a product documentation for your customers, you are definitely on the right track.
CSM Magazine
SEPTEMBER 20, 2021
Sam Walton, the founder of Walmart famously said – “The goal as a company is to have customer service that is not just the best, but legendary” In today’s competitive business world, it’s not just sunshine and rainbows. Businesses are bombarded with endless customer issues and of course, stories of poor support experiences. When the margin for error is so low, how do you improve your customer service?
Forrester's Customer Insights
SEPTEMBER 20, 2021
“What’s in a name? That which we call a rose By any other name would smell as sweet.” — William Shakespeare, Romeo and Juliet, Act 2 Scene 2 One conversation I’ve found myself in over the past twenty years is the debate over IT portfolio terminology: Application Service Product Platform Why is this important? Because organizations […].
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
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CSM Magazine
SEPTEMBER 20, 2021
If you are starting your own business, hiring a marketing agency is a good solution for getting it off to great start. But you may be wondering what the benefits are a marketing agency actually brings to your business. How is the marketing agency different from a freelancer? The more we look into it, the more we learn about the role of a marketing agency in the industry and how it can help our new business.
Forrester's Customer Insights
SEPTEMBER 20, 2021
Over the past year and a half, we’ve been building out our coverage of the video game market, specifically on how enterprises can model their strategies to take advantage of innovation (see Level Up Your Cloud Strategy With Video Game Innovation and Lessons From Gaming: Lead With Cloud, Continuous Improvement, And Innovation). From this research, […].
SmartKarrot
SEPTEMBER 20, 2021
Role: Customer Success Manager Location: Remote, United States Organization: EZ Texting As a Customer Success Manager, you will drive upsells & retention revenue through an existing customer portfolio. Provide recommendations based on a customer’s business needs, communicating the value proposition at every stage of the buying process. Manage multiple customers simultaneously at various stages of the buying cycle.
Forrester's Customer Insights
SEPTEMBER 20, 2021
Workday has captured the hearts of many enterprise buyers looking to modernize their employee experience with its HCM software in a way competitors have struggled to match. In recent years Workday has sought to expand that foothold and compete more broadly to serve as the digital operations platform by expanding into financials and procurement. Forrester recently published The Forrester New Wave™: Workday Implementation Partners, Q3 […].
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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.
Education Services Group
SEPTEMBER 20, 2021
In between sets of a professional singles tennis match, a court maintenance crew comes out to tend to the needs of the court. Among the checklist of validations performed is measuring the height of the net in select and vulnerable locations. In addition, there are also sometimes vertical support poles that stand against the net on both sides about a third of the way between the singles and doubles out lines.
Forrester's Customer Insights
SEPTEMBER 20, 2021
Enterprise Risk Management (ERM) professionals are taking a hard look at compliance in the cloud.
Magellan Solutions
SEPTEMBER 20, 2021
Here is our answer to some Qs about Survey Processing Services. Outsourcing Outbound Survey Processing Services. can be tricky, there are just a lot of things to take note of like pricing and location. If you are not familiar with all this stuff, your business might fail or even close. We understand the struggle. So in this article, we compiled all of the most common questions we received about Survey Processing Services.
Uplight
SEPTEMBER 20, 2021
Uplight’s PRISM Alliance Employee Resource Group (ERG) promotes an inclusive community for lesbian, bisexual, gay, transgender, queer employees, and allies. PRISM provides educational, support, social, and networking opportunities for LGBTQ(+) identifying employees and allies within the Uplight community. Here I speak to PRISM Alliance’s Allie Bull, Daniel Pollak, and Marina Octon about their experiences working Read More.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
2020 Research
SEPTEMBER 20, 2021
The Latest Findings from Our Swing Voter Research. The Swing Voter Project , a collaboration between Schlesinger Group and Engagious , continued this month to understand how voters in key battleground states are thinking and talking about critical issues such as abortion, vaccine mandates and Afghanistan. Two online focus groups took place on September 14 with swing voters from the most competitive battleground states who voted for Donald Trump in 2016, then Joe Biden in 2020.
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