Wed.Oct 13, 2021

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5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively

Totango

For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. You can also use downgrades as data to gain insight into where customers are experiencing issues with your product, allowing you to make adjustments and improvem

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The Secret To Customer Loyalty

ShepHyken

Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually, three secrets. . In the real estate world, the three keys to success are location, location, location. In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to contin

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Are Customer Service Teams Ready for Winter?

CSM Magazine

Winter always brings challenges to certain sectors. In healthcare, there’s an increase in seasonal colds and flus putting pressure on existing services; in retail, there’s meeting the demand of the Christmas season. This winter promises to be like no other. It’s become a cliché to point out how impossible it is to predict what the coming months will bring, but few will dare to suggest the coming months will be straightforward in the face of potential supply chain disruptions.

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Choosing the right solution or just a professionally comfortable one?

One Millimeter Mindset

Consistently choosing the right solution to better serve colleagues and clients is no easy task. First, the right solution is not necessarily the easiest or most popular. Next, you or your team can become comfortable choosing professionally comfortable solutions. Over time, your arsenal of comfortable solutions makes you myopic to selecting the best solutions for solving current problems.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively

Totango

For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn. In fact, you can use a downgrade as an opportunity to remind customers of the value of your product and the quality of your customer service, giving them a potential incentive to upgrade again. You can also use downgrades as data to gain insight into where customers are experiencing issues with your product, allowing you to make adjustments and improvem

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The 11 Best Ecommerce Customer Service Software Platforms

Help Scout

This list of 11 standout ecommerce customer service platforms will help you find the perfect tool to improve your company's customer support.

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How to run successful customer experience team meetings

MyCustomer

Engagement How to run successful CX team meetings.

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3 Best Practices for Emerging Outsourcing Priorities

COPC

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT. 2020 was indeed a unique year for vendor managers and their outsourced partners.

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Release Announcement – SAP CPQ Implementation (C4H420)

SAP Customer Experience

On behalf of the CRM & CX Product Learning CoE Team, it is my pleasure to announce the latest release of the SAP CPQ Implementation course (C4H420) and associated certification (C_C4H420). The course and certification have been updated based on SAP CPQ Release 2108. What is it about? The SAP.

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The 2023 Verint Experience Index: Retail

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

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Customer Success and Product: The Ultimate Customer Feedback Loop

Education Services Group

Customer Success is in the perfect position to gather customer feedback about your product. But, once they have it, what do they do with it? Is there a way for them to share feedback with your Product team? And, if CS does inform Product about a customer’s concerns or requests, does Product listen? Is there a way for these two critical groups to talk to each other without friction?

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Find out what’s new in the value map for SAP Customer Experience solutions

SAP Customer Experience

We are delighted to introduce our reimagined value map for SAP Customer Experience solutions. This value map is designed to guide customers through the discovery, implementation, extension, integration, and planning for future releases of their CRM cloud solutions from SAP. With reimagined pages and a harmonized user experience, the value.

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CX Tech Top-ups for October- New feature updates!

IntouchInsight

October is here and so are new product features. We have equipped LiaCX® with several new feature updates that will help you collect, manage, and analyze your data.

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Audits- Brand, Legal Compliance, Reveal, Price and Merchandising

Ann Michaels and Associates

Audits are an effective observation tool for evaluating everything from product displays and use of marketing materials, to brand exclusivity, franchise compliance, and even adherence to detailed company standards. During periodic visits, auditors openly evaluate the physical and visual aspects of the site according to your customized checklist. Brand Audit.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Bespoke International Reveals Record Breaking Growth

CSM Magazine

Bespoke International has recorded growth to over 800 employees in its first two years of operations. The company, a fully integrated global outsourced customer service centre, was founded in late 2019 by Warrington-born CEO Mark Thomason and his co-directors. Bespoke boasts major clients in the financial, retail, telecoms, travel, utilities and insurance sectors.

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Alida closes $20M funding round

Alida

FURTHER POSITIONING THE COMPANY TO REVOLUTIONIZE THE WAY ORGANIZATIONS AROUND THE WORLD ELEVATE THE TOTAL EXPERIENCE FOR THEIR CUSTOMERS AND EMPLOYEES. Just last month we celebrated the first anniversary of our new brand, Alida. Over the past year we have achieved a remarkable number of milestones – the release of 123 new customer-led product innovations; an ever-growing customer roster of the world’s top brands; expansion into new geographies; prestigious awards recognizing our workplace cultur

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Importance of Customer Support at Online Casinos

CSM Magazine

Today, more and more online casinos are appearing on the Internet. Therefore, players are faced with a fairly difficult choice. During the selection of gaming platforms, they need to analyze different qualities of casinos. However, most gamblers usually don’t pay much attention to the presence of customer support. But this part of the website is one of the keys to comfortable and successful gambling.

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Forrester’s Digital Go-To-Market Review: Kid, Baby, And Toy

Forrester's Customer Insights

Forrester’s Digital Go-To-Market Review series evaluates a set of brands in a specific category to see how well they are positioned to thrive independently. In this review, we evaluated 27 kid, baby, and toy brands on five elements: direct-to-consumer strength, brand visibility online, distribution and e-control, organic consumer enthusiasm, and product innovation.

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The Open CCaaS Advantage Report

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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Oct 13 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Remote, New York, United States Organization: Deep Labs As a Vice President of Customer Success, you will drive Customer Success at the clients through increased renewal rates, expansion of use case, and reduced churn. Define and own the customer lifecycle map for the customers, engaging with both the sales and product teams to develop key client touchpoints and track outcomes for optimal engagement.

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060: How to Attract a Bunch of Tesla-Driving, Peloton-Riding, Starbucks-Drinking, Apple-Using, Lululemon-Wearing Customers

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses what it takes to attract a bunch of Tesla-driving, Peloton-riding, Starbucks-drinking, Apple-using, and Lululemon-wearing customers. Those brands are not trying to be all things for all people. They are unique, almost exclusive, yet have a cult-like customer base. Their customers are looking for superior products.

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Slice and Dice Your Data: Crosstabs 101

dscout People Nerds

Analyzing your data is an extensive process, learning how to use crosstabs effectively can save you time while also giving you a clearer view of your insights.

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Is Hybrid Telehealth Care The Future of HealthTech?

Helpware

Will hybrid telehealth continue during the post-pandemic era? All signs point to yes. But knowing how telehealthcare works and how it relates to healthtech can help fuel new investments and innovations in hybrid telehealth.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Customer horror stories: The renewal negotiation from hell

inSided

Our inSi-DED series is back! ?? This week, Cognite's VP of Customer Success, Alex Farmer shares a story of the scariest negotiation of his life. Hold on to your pumpkins. ?? If you want to submit your own CS or community horror story, do so here. (You can be completely anonymous!).

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5 Ways to Find The Right Contact Center Platform For Your Business

Omnicus

There is no doubt that a contact center is a must-have for any growing business. As your business has grown, you’ve probably added more and more touchpoints and software to meet your customer’s demands and expectations. This approach often ends up with having one solution for phone calls, another one for live chat, several more for messaging, a separate solution for email, and of course, a different solution for handling your Facebook business page.

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Join Us at MJBizCon

2020 Research

Join Us at MJBizCon. Schlesinger Clinical Research is delighted to exhibit at MJBizCon , the cannabis industry’s leading conference where entrepreneurs to national brands check out new technology, learn, connect, and form partnerships. Visit Our Booth N2340. Connect with our subject recruitment and project management experts and learn how we work with companies on cannabis research and testing.

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Chinese Crypto Ban: What It Means for Cryptocurrency

CSM Magazine

Just a couple of weeks ago, Chinese regulators outlawed all cryptocurrency-related transfers, citing concerns about money laundering and ecological damage. The move sparked a sharp drop in markets; some investors were quick to dump their holdings, and the price of Bitcoin, Ethereum, and all other notable coins fell nearly 10% after the announcement before quickly regaining some lost ground.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.