Tue.Jul 27, 2021

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Preparing Your Brand's Customer Service for the Post-Pandemic Boom

Advantage Communications

It’s been a difficult year and a half for businesses. Consumer spending completely collapsed during the first wave of the COVID-19 pandemic, with huge economic impacts affecting consumers and businesses alike.

Brands 98
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Alida Summer ‘21 Release Provides Richer Insights to Elevate CX

Alida

Summer is here, and the Alida team has been hard at work to deliver our third quarterly product release of the year—and it’s a big one!

Insights 246
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The 23 Keys to Creating Raving Fans Part 1

C3Centricity

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it. If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty.

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Don’t Lose the Human Touch When Using AI and Big Data for Marketing

Hallmark Business Connections

As we make our way through 2021, our Artificial Intelligence (AI) and Business Intelligence (BI) dreams are turning into a reality. Bots, machine learning, predictive models, and big data all impact businesses daily. But are these technological advancements making brands appear less caring? Less real? Less human? It’s a valid concern, especially when the latest trends in customer experience point to the fact that we need to be more human with our customers.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Amazing Business Radio: John Wass

ShepHyken

Choose Your Customers. How To Compete with the Digital Giants. Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways: Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. It is critical for brands to choose the customers that their business model, team, and company DNA engages with the best.

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ChurnZero Shortlisted for 2021 SaaS Awards

ChurnZero

ChurnZero is a finalist in the 2021 SaaS Awards Program in the category of Best SaaS Product for Customer Service/CRM. Now in its sixth year of celebrating software innovation, the Software-as-a-Service Awards program accepts entries worldwide, including the US, Canada, Australasia, EMEA and UK. Categories for 2021 include Best Enterprise-Level SaaS and Best Data-Driven SaaS, alongside new categories including ‘Bespoke SaaS Solution’.

2021 98
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Why Customer Loyalty will likely fail when you do these things

Zonka Feedback

Loyal customers are the primary source of attracting more sales into your business. Loyal customers make repurchases with you and also attract other customers into your business through their good word-of-mouth. When you have your loyal customers with you, nothing can stop you from attaining excellent business success.

Loyalty 98
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Why Promoting Effortless Experience is Not the Right Thing to do for the CX Industry

Sampson Lee

Unless the tech giants have paid their due taxes, it is not right for the CX industry to advocate effortless experience (except for companies whose brand promises are “fast and easy”). This is because it will lead to three negative consequences: Exacerbate income inequality Reduce the competitiveness of enterprises Damage the customer experience profession Two […].

Brands 111
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Why Loyalty is More Important Than Acquisition for Retailers in a Post-Covid World

Conversocial

In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands. Everything we are seeing from our own data at Conversocial and reports from key industry voices like Forrester and McKinsey, is pointing towards the digital shift in consumer habits being here to stay.

Retail 64
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Unlock the Future of Learning Growth and Retention at Cognition24!

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

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5 Ways to Perfect Your Customer Experience Strategy

CSM Magazine

It’s said that there’s no room for doubt as to what customers mean to a business. Customers are believed to be the primary driver for sales, and without them, a business would be non-existent. So, it’s always advisable to take good care of clients and provide them with solutions to their needs. This is essential for any company that’s looking to remain relevant and competitive in the game for the years to come.

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Interview with Chase Polan, Founder and CEO of Kypris Beauty

C Space

Interview with Chase Polan, Founder and CEO of Kypris Beauty. By Lidi Grimaldi, Express Arena Subject Matter Expert. 3 Chase Polan is the Founder and CEO of Kypris Beauty, a beauty brand which specializes in sustainably grown botanicals, and one which has developed a very loyal customer base during its 10 years in business. Kyrpis is not the first company Polan founded – she ran an educational consultancy for 11 years, launching it when she was just 21 years old, but quite naturally found h

Fashion 52
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So, You Want to Write a Case Study?

Education Services Group

You did it! You’ve done incredible, meaningful work with your customer, and they clearly love you, your product, and your company. Getting customers to that stage is really the ultimate goal of Customer Success, so this is a moment to be celebrated (cheers!) and documented. Documenting these success stories can be done in several different ways, including written or video customer testimonials, asking that customer champion to take a reference call with another new perspective customer, or by th

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Retailers Need to Concentrate on Loyalty Over Acquisition to Thrive

Conversocial

In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands. Everything we are seeing from our own data at Conversocial and reports from key industry voices like Forrester and McKinsey, is pointing towards the digital shift in consumer habits being here to stay.

Retail 52
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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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CS Careers and Compensation Skyrocket in 2021

Gainsight

Last year the world entered uncharted territory, and economists globally made predictions about whether we would have a V, L, or W-shaped recovery. In April 2020, the unemployment rate reached 14.8% , the highest rate observed since data collection began in 1948. In hindsight, looking at these stark facts, we could not have imagined that a year later, the reverse would be true.

2021 52
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PCI Pal Announced as a Finalist in the 2021 Cloud Excellence Awards

CSM Magazine

PCI Pal , the global provider of cloud-based secure payment solutions, has been announced as a finalist in the 2021 Computing Cloud Excellence Awards for the ‘Best Cloud Finance Solution’ category. The award submission focusses on how PCI Pal has supported new and existing customers in being able to continue securely handling payment transactions amid the pandemic, when contact centre agents transitioned to working from home.

2021 52
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Telemarketing Services in the Philippines versus India – Which is Better

Magellan Solutions

Why are Telemarketing Services in the Philippines and in India considered as the top places to outsource? Contrary to popular belief, telemarketing is still a viable marketing strategy for small to midsize businesses. The best telemarketing services offer more than just cold calling random numbers to sell something. They assist with lead generation, campaign management, and other essential services to make sure you’re generating a high ROI.

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Interview with Charles Stanley, President of De Beers Forevermark

C Space

Interview with Charles Stanley, President of De Beers Forevermark. By Jeanie Havens, Express Arena Subject Matter Expert. 3 Charles Stanley’s insight into the luxury jewellery business comes from his time at some of the biggest diamond brands in the world, including Harry Winston and DeBeers. He was part of the team that helped to brand the DeBeers name, and was later involved in launching Fovermark, of which he is now President.

2008 52
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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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 innovative automation to revolutionize outdated call review processes!

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The future of work will be defined by flexibility, mental health resources and leadership opportunities for women

Qualtrics

The pandemic has been hard enough on working parents, who have adjusted and readjusted to daycare closures, at-home schooling, and workplace changes. What’s more, nearly half of employed moms and dads feel they have been discriminated against at their jobs for focussing too much on their families. That’s according to a Qualtrics study of more than 1200 U.S. residents that was fielded in partnership with the Boardlist , a talent marketplace that connects companies with diverse leaders for board a

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51 Percent of Companies have Re-engineered Processes for Better Customer Experiences

Alliance by IFS

New survey data suggests that only enterprise software optimized to deliver, not units, not revenue, but the inflection points that matter to. The post 51 Percent of Companies have Re-engineered Processes for Better Customer Experiences appeared first on IFS Blog.

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Conversational AI: A Complete Guide for Business in 2021

kommunicate

What is Conversational AI? We all remember conversing with a Chatbot at some point in our lives. And we also remember having to then connect with a Human because the chatbot couldn’t understand our query. It was simply too complex for the Bot to decipher. The customer support executive, however, could easily understand our intent [.]. The post Conversational AI: A Complete Guide for Business in 2021 appeared first on Kommunicate Blog.

2021 98
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Announcing Delighted Product/Market Fit surveys. Add PMF to your product development toolkit.

delighted

There’s no sugarcoating the fact that achieving and maintaining product/market fit is a constant struggle. And it doesn’t matter what stage of growth you’re in – no startup lucks into PMF, and no enterprise holds onto it forever. To support you in making your product experience a cornerstone of your brand along with your customer and employee experience, we’re thrilled to announce the newest survey template to our lineup: Product/Market Fit (PMF) surveys.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Returning to the Office Creates New Concerns for HR

SurveyGizmo

Note from the Alchemer Webinar on HR.com. Recently, Alchemer hosted a webinar with HR.com to talk about the challenges of returning to the workplace after 14 to 18 months away. The panelists – Vanessa Bagnato, Director of Enterprise Solutions, and Sue Bonsor, Director of Customer Support at Alchemer – talked about the different workplace models and considerations for developing a return-to-work plan, and involving employees in the decision during the webinar. .

Webinar 98
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Why You Must Replace the Suggestion Box

Opinionator

The customer satisfaction survey has been around for over 40 years. It is widely used as a method to gauge customer satisfaction, and is now an integral part of corporate, government, and organization management strategies. The employee version of the same thing has been around even longer. Notwithstanding this – a long shelf is not […].

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Why does text analytics have a bad reputation?

Thematic

Text analytics has been around for dozens of years and several hype cycles. The most recent one, in 2020, is attributed to GPT-3, a proprietary language model. It’s basically a giant black box that costs an estimated $12 million to train. A language model means that if you give it an input in natural language, it provides an output, such as a summary.

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Jul 27 – Customer Success Jobs

SmartKarrot

Role: Head of Customer Success Location: San Francisco, CA, US Organization: Turn/River Capital As a Head of Customer Success, you will work with the leadership teams at 2 to 3 of the Turn/River portfolio companies to develop and implement retention and growth strategies and build operational best practices. Partner with the CS leaders to recruit, develop, and train their teams.

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The Ultimate Guide to Monetizing Customer Learning

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.