ShepHyken

APRIL 24, 2023

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. Spring Cleaning For Business: How To Embrace It In Customer Experience by Dan Gingiss (Dan Gingiss) Whether you have a Chief Experience Officer and official customer experience team or not, it’s important to periodically look at the entire customer journey from start to fin

Article 12

Article Customer Service Loyalty Programs 2023 12

eglobalis

APRIL 24, 2023

$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.

Brands 119

Brands Customer Experience Measurement Customer Relationships 119

TechSee

APRIL 24, 2023

Last week we hosted our quarterly Customer Advisory Board. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations. In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency.

Average Handle Time 109

Average Handle Time Culture Customer Satisfaction Technology 109

Team Support

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.

Customer Experience 98

Customer Experience B2B Customer Centricity Customers 98

Advertisement

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

ShepHyken

APRIL 24, 2023

Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. Our brains are wired in a certain way to react to scarcity. Businesses can use this in a positive way to emphasize value and communicate how working with them through their products or services is in their customers’ best interest.

Customer Experience 62

Customer Experience Sports Customer Relationships Consumers 62

West Monroe

APRIL 24, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Sam’s Club: From Traditional Retailer to Digital Leader" on Spreaker. About the episode Sam’s Club began as an experiment 40 years ago and has constantly evolved since–finding success through digital transformation and innovation in a traditional retail space.

Retail 52

Retail Net Promoter Score 2023 Innovation 52

Russel Lolacher

APRIL 24, 2023

In this episode of Relationships at Work, Russel chats with author, consultant and former WD-40 CEO Garry Ridge on how learning moments for leadership are integral to the success of culture change. A few reasons why he is awesome – he is the found of The Learning Moment, a consultancy for culture coaching, he’s the co-author of the book “Helping People Win at Work: A Business Philosophy Called ‘Don’t Mark My Paper, Help Me Get an A” and he served as the CEO an

Culture 52

Culture Leadership 2023 Consulting 52

Zonka Feedback

APRIL 24, 2023

With Product Feature Requests Forms, understand what your customers want and build the most impactful features. While many SaaS companies struggle with managing and prioritizing product feature requests from customers, Hubspot has excelled in this domain. It mentions that 50% of its new features come from customer feedback. By incorporating customer feedback, it has driven revenue to $1.731 billion , which is 33% up compared to 2021.

Roadmap 52

Roadmap 2021 Feedback Blog 52

SurveySparrow

APRIL 24, 2023

Feedback can make or break a workplace. It’s the difference between a stagnant environment where mistakes go uncorrected and a thriving atmosphere where growth and innovation are encouraged. But what if I told you that feedback isn’t just about giving and receiving criticism? What if feedback was a way to build stronger relationships, foster creativity, and promote well-being?

Feedback 52

Feedback Culture Presentation Communication 52

Advertisement

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

Zonka Feedback

APRIL 24, 2023

With Feature Requests Forms, understand what your customers want and build the most impactful features. While many SaaS companies struggle with managing and prioritizing feature requests from customers, Hubspot has excelled in this domain. It mentions that 50% of its new features come from customer feedback. By incorporating customer feedback, it has driven revenue to $1.731 billion , which is 33% up compared to 2021.

Roadmap 52

Roadmap 2021 Feedback Blog 52

Think Customers

APRIL 24, 2023

Retailers and e-commerce brands are struggling to keep up with fraudsters who keep finding innovative ways to commit fraud. It the latest episode of the CX Pod , get tips from Eyal Elazar, head of product marketing at Riskified about how to fight conventional and unconventional fraud to create better customer experiences. Key takeaways: Digital transformation in retail has led to innovations in how to commit fraud An identity approach helps fight conventional and unconventional fraud Insight and

Retail 52

Retail E Commerce Innovation Customer Journey 52

Zonka Feedback

APRIL 24, 2023

Looking at starting to measure Customer Satisfaction? Check out the list of top Customer Satisfaction Tools and start your CX journey. Remember the last time you purchased on Amazon.com? Got a feedback form after? Or booked a cab via Uber and had to rate your last ride before you could book another? Successful brands didn't just get there by fluke. They continuously focus on enhancing Customer Satisfaction and providing exceptional customer service, and that has its rewards.

Customer Satisfaction 52

Customer Satisfaction Exceptional Customer Service Books Feedback 52

MyCustomer

APRIL 24, 2023

Engagement Entries rolling in to CX Leader of the Year 2023

2023 87

2023 Engagement 87

Advertisement

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,

Measurement

Magellan Solutions

APRIL 24, 2023

Stay Ahead of the Compliance Game: How Insurance Companies Can Meet Regulatory Requirements Nowadays, businesses should be up-to-date with the governing laws on data security. To mitigate risks, data protection standards are always changing. Outsourcing insurance compliance services can assist businesses with the changes in regulatory compliance. Regulatory compliance is a vital component of the insurance sector.

Insurance 97

Insurance Government Call Center Technology 97

SmartKarrot

APRIL 24, 2023

Role: VP Customer Success Location: Austin, TX, United States (Hybrid) Organization: Prospera Hospitality As a VP Customer Success, you’ll create and organise a powerful CS squad. Recruit and manage the greatest personnel in the business, promote teamwork, discover opportunities for learning and growth, and teach team members to reach their full potential.

Customer Success 19

Customer Success Hospitality Metrics Customers 19

Clarivate

APRIL 24, 2023

Major U.S. healthcare payers and providers are consolidating at a dizzying clip as they seek to gain market share, increase access to care and secure clinical control to improve health outcomes. These mergers feature both vertical integration – as was the case with CVS’ watershed acquisition of Aetna five years ago – and horizontal integration, as with Elevance’s recent acquisition of Blue Cross Blue Shield of Louisiana.

Healthcare 89

Healthcare 2023 Marketing Insurance 89

SurveySparrow

APRIL 24, 2023

Business competencies are not the sole skills that we expect from an entrepreneur. There are so many other areas that an entrepreneur should be familiar with. For example, the ability to retain employees or stop a customer from leaving. Or even the ability to hustle the next round of investment. These are skills that an entrepreneur cannot survive without.

2023 52

2023 Leadership Feedback Communication 52

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

Uplight

APRIL 24, 2023

Every quarter Uplight holds space for two events centered around planning and innovation. Big Room Planning is a multi-day event bringing engineers and engineering leadership, product managers, designers, and others together to align on goals, business objectives, and expectations. Just before planning, we hold a two-day hackathon with a designated theme.

Innovation 52

Innovation Events Leadership Management 52

Kapta Customer Success

APRIL 24, 2023

There’s been talk of a recession for a while and it’s been a real rollercoaster ride. We’re still unsettled from COVID, a bank crisis, and massive layoffs. So, despite early optimism in 2023, it’s not surprising that economists now project a 64 percent chance of recession by the end of 2023.

2023 52

2023 Banking Customer Success Management 52

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before. In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of c

Marketing 93

Marketing Social Media B2C Advertising 93

Optimove

APRIL 24, 2023

The post Optimizing Marketing Performance for Telecommunications Brands appeared first on Optimove.

Telecommunications 58

Telecommunications Brands Marketing 58

Advertisement

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.

Information

Knowmax

APRIL 24, 2023

The post 7 Best Knowledge Sharing Platform Examples In 2023 appeared first on Knowmax.

2023 52

2023 52

Brandwatch CX

APRIL 24, 2023

Insights 59

Insights 59

Forrester's Customer Insights

APRIL 24, 2023

One of the key components of a future fit technology strategy is finding new ways of tapping into partners’ innovation capabilities. Learn how innovation networks can help.

Innovation 26

Innovation Technology Customers 26

Brandwatch CX

APRIL 24, 2023

Insights 52

Insights 52

Advertisement

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