InMoment XI
JUNE 30, 2022
This year, the InMoment team put together the first ever XI Forum Singapore—and what a day it was! With 100 delegates and five customer experience experts from the leading brands in Southeast Asia, this day was one to remember. On the main stage, customer experience experts from Alliance, HSBC, and Foot Locker taught delegates what to do to elevate their experience program.
Lumoa
JUNE 30, 2022
If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. It’s a rather simple idea to understand, but not an easy thing to do in practice. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked.
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Kustomer
JUNE 30, 2022
As the modern retail experience has shifted in recent years, so have the expectations of the modern consumer. Traditional, reactive customer support, during which companies only address customer issues after they’ve taken place, is no longer enough for today’s customers. In order to keep customers happy and loyal, companies have to employ a proactive customer support strategy to stay ahead of needs and issues long before a customer has the chance to be dissatisfied.
QuestionPro Audience
JUNE 30, 2022
Have you ever wondered what’s the role of your audience in research? can you identify when an audience choice has been a mistake? QuestionPro is here to help you understand the role of audience research in your data collection process. . Audience research seeks to answer a variety of business questions such as how customers feel about existing products, what interests them, who influences them, what problems they have, and their opinions about branding and service.
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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.
delighted
JUNE 30, 2022
This post is a guest contribution by Emma Kimmerly, Partner Marketing Lead at Friendbuy. Every brand loves a happy customer, and knowing that you have recent buyers who love your product enough to give you positive feedback is a great feeling. But your happiest customers can do more than provide validation and direction – they can also become significant revenue drivers for your business through a referral program.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SAP Customer Experience
JUNE 30, 2022
Are you looking for assistance with SAP Concur? This is the blog that fits the bill! SAP Concur Support and Resources To get the most from the SAP Concur Support, check out the SAP Concur support and resources page which provides you with different support options based on what you.
CSM Magazine
JUNE 30, 2022
As an online business owner, you know that providing great customer service is essential to your success. After all, happy customers are more likely to return and make additional purchases. In this article, we will discuss some of the best ways to provide excellent customer service for your e-commerce store. We’ll cover everything from responding to inquiries quickly to handling returns and refunds.
Heart of the Customer
JUNE 30, 2022
I’m a huge fan of author Daniel Kahneman. His first book, Thinking, Fast and Slow is a great CX resource, even though it’s not about customer experience per se. The most valuable takeaway for CX pros is probably “The Peak-End Rule.” As Kahneman explains the concept, you can approximate how someone feels about an experience […]. The post The Peak-End Rule’s Missing Piece appeared first on Heart of the Customer.
Brad Cleveland Blog
JUNE 30, 2022
This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? appeared first on Brad Cleveland.
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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
Hello Customer
JUNE 30, 2022
Customers expect a seamless, unified experience when doing business with you. So, why should your customer feedback process not be seamless and unified? You can integrate the Hello Customer platform with any of your existing systems, to combine customer feedback with other customer data, or trigger surveys automatically after an interaction. Adding data from other systems allows you to understand customer feedback even better, as it adds an additional insight layer to the analysis.
West Monroe
JUNE 30, 2022
Data monetization doesn’t just mean selling your data—it means finding new revenue streams by using data and analytics. But how? That’s what Doug Laney covers in his new book, Data Juice: 101 Real-World Stories of Organizations Squeezing Value from Their (and Others’) Data Assets. As the title suggests, Laney compiles 101 stories to help inspire business leaders and demonstrate innovative ways they can use their data— a critical characteristic of becoming a digital
Hello Customer
JUNE 30, 2022
Customers expect a seamless, unified experience when doing business with you. So, why should your customer feedback process not be seamless and unified? You can integrate the Hello Customer platform with any of your existing systems, to combine customer feedback with other customer data, or trigger surveys automatically after an interaction. Adding data from other systems allows you to understand customer feedback even better, as it adds an additional insight layer to the analysis.
CustomerSuccessBox
JUNE 30, 2022
For a SaaS business, product adoption is one of the leading indicators of a successful and growing business. According to Harvard Business Review , it costs 5 to 25 times more to acquire a new customer than keep an existing one. Reflecting on the fact that customer retention is the backbone of SaaS. This eventually translates into the importance of keeping track of the User Adoption Rate , especially when you’re running a subscription-based business model.
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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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CSM Magazine
JUNE 30, 2022
Technologies like call tracking with data collection from Phonexa allow businesses to collect, process, and elevate every aspect of the customer-brand interaction. As part of Phonexa’s all-encompassing Call Logic product, Call Tracking software can help you improve customer service, quantify your marketing campaigns, enhance brand image, and, as a result, drive more sales.
McorpCX
JUNE 30, 2022
Customer feedback is essential for making informed decisions. Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your products, services and employees. This knowledge is essential for creating great customer experiences.
CSM Magazine
JUNE 30, 2022
When looking at the issues faced by businesses in recent years, entrepreneurs are a bit shaken when it comes to SMEs and startups. This is because they are aware that without a proper business plan in place, things can go south pretty quickly. When companies lack proper time management strategies, and expertise, and are on a low budget, mishaps are always eminent.
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.
Brad Cleveland Blog
JUNE 30, 2022
This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement? appeared first on Brad Cleveland.
Forrester's Customer Insights
JUNE 30, 2022
As custodians and lenders of money, banks cannot exist without their customers' trust. But why do so few banks around the world actually track and measure it? We've examined how banks themselves look at trust, and even more importantly - what they actually do about it.
IntouchInsight
JUNE 30, 2022
With any good meal, the ingredients and the steps that go into preparing it are integral to the final product. And mystery shopping programs aren’t so different. Much like fine cuisine, it’s a mixture of art and science - a step-by-step methodology that, when executed correctly, enables brands to objectively evaluate particular aspects of your business from the customers' lens.
Alida
JUNE 30, 2022
Boost the employee experience by turning a celebration into permanent company values.
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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
JUNE 30, 2022
Role: Customer Success Director Location: Remote, Boston, MA, US Organization: meQuilibrium As a Customer Success Director, you will advance meQuilibrium’s strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization. Collaborate closely with Sales to support expansion opportunities.
dscout People Nerds
JUNE 30, 2022
Pride happens one month out of the year. Here’s what LGBTQIA+ people had to say about supporting the community the other 11 months.
SmartKarrot
JUNE 30, 2022
Customer success is one aspect of corporate SaaS mergers and acquisitions that is sometimes overlooked. Organizations are guilty of putting it on the back burner even though it is one of the most crucial factors in success. During mergers and acquisitions, even the slightest operational change can significantly influence both the staff and the clients.
Helpware
JUNE 30, 2022
In recent years, more companies have started looking to outsource than ever. As a result, the global outsourcing market has experienced a compound annual growth rate (CAGR) of 8.5% , with continued expansion on the horizon.
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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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