CloudCherry

DECEMBER 23, 2019

Understanding Customers…. Love it or hate it, it’s the key to driving great CX. And, this week on ‘The Sweets of CX ’, I dove in to my first episode as a solo host, and was honored to interview a friend and colleague who’s ALL about his customers, Mike Miller – Director of Customer Success at CloudCherry (now Cisco). In truth, there’s no guest I’d rather have started out with, as Mike has an incredibly kind and calm presence that- no doubt- is part of the secret to his success with Custome

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CEM Customer Success Return on Investment Customer Relationship Management 195

ReviewTrackers

DECEMBER 23, 2019

If you’re trying to build your company’s online reputation, it can be tempting to take shortcuts and try to find a quick fix. This is particularly true for businesses with not-so-positive reviews and one-star ratings. After all, a stream of fresh positive reviews can quickly bury negative feedback and clear out blemishes in search results, right? This explains why there’s an increasing market for businesses looking to “buy Google reviews”: fake reviews, that is, posted under a random name and Go

Feedback 121

Feedback Download Consumers Customer Experience 121

Experience Matters

DECEMBER 23, 2019

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience. This research examines the correlation between customer experience and the likelihood of consumers to exhibit the following behaviors: purchase more products or services, recommend a company, forgive a company, trust a company, or try a company’s new product or service.

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ROI 2019 Download Consumers 110

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . What would you say? Without a doubt, it would be struggling to find a solution to their problems. . Customers don’t want to go out of their comfort zone to solve their own problems. They like instant and effortless solutions. . So what can you do to provide a smooth and delightful experience to customers throughout their journey?

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Customer Centricity Customer Journey Mapping Customers Culture 96

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SurveySparrow

DECEMBER 23, 2019

If you care about your customers, then customer feedback helps you understand their likes, dislikes, their opinion about your product, and so on. If you care about your employees, then it is imperative that you conduct employee feedback surveys as well. Without happy employees, it is impossible for you to produce impressive results every quarter. They are the backbone of your business and you should treat them as such.

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Feedback Sales Loyalty NPS 78

Solvvy

DECEMBER 23, 2019

As we approach the beginning of a new decade (how did that happen so fast?), it’s an opportune time to reflect back on all the good things that happened to us in 2019. And a recent accomplishment stands out in what’s already been a fantastic year for Solvvy. Last quarter, Solvvy was named a Momentum Leader for Customer Self-Service by G2, and we’re delighted to announce that we’ve now been recognized as a leader a second time in a row !

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Technology 2019 2020 Definition 62

Oracle

DECEMBER 23, 2019

You’ve heard the drumbeat over and over again: the retail apocalypse is here and malls are slowly going extinct. But brick and mortar is proving the forecasts wrong. If the past year has shown us anything, it’s that physical stores and online shopping can coexist and indeed complement each other. This holiday season will see strong traffic to brick and mortar stores — more than half of shoppers (53%) will shop at department stores according to the National Retail Federation — a move

Retail 51

Retail Entertainment Sports Social Media 51

NetBase

DECEMBER 23, 2019

Ever since the Chicken Sandwich Wars of 2019 , Popeyes has been winning online love for its advertising awesomeness. And its latest foray, kicking it old school with a print ad, speaks to the power of using social analytics to inform strategic planning. Popeyes’ Ad Strategy Shift. Since its unexpected and wildly viral success promoting its spicy chicken sandwich, Popeyes has eschewed television advertising.

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Advertising 2019 Brands Consumers 60

InMoment XI

DECEMBER 23, 2019

Understanding NPS The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. Developed by Fred Reichheld in 1993 and published in a Harvard Business Review article in 2003 entitled The One Number You Need to Grow his initial research suggested. View Article.

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Net Promoter Score 2003 NPS Reference 260

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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

Retail

Gainsight

DECEMBER 23, 2019

On a recent webinar with one of our private equity partners, Gainsight CEO Nick Mehta shared an inspiring outlook on what’s to come in the year 2020 for customer success. The industry is constantly evolving and it’s important to stay ahead of the curve with new concepts and trends. This is a partial transcript of Nick and Gainsight’s vision of the future of customer success.

2020 52

2020 Customer Success B2C B2B 52

Forrester's Customer Insights

DECEMBER 23, 2019

Shifting from treating loyalty as a standalone marketing practice to weaving it into the entire customer experience is hard. Enter Nike.

Loyalty 40

Loyalty Omnichannel Marketing Customer Experience 40

Alida

DECEMBER 23, 2019

Recently I wrote about how planning for insights can help you be more customer-centric when informing your business with insights. With a plan in place to generate insight, many find this meets their goals. Some customers—especially those that operate as a shared or centralized insight service to multiple stakeholders—next want to know how to demonstrate the impact of insight in their business.

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Insights Customer Centricity Information Customers 130

Forrester's Customer Insights

DECEMBER 23, 2019

Thanks for checking out the last FORRward perspective for 2019. We’ll be back in 2020 with more fresh ideas and thoughtful commentary. Wishing everyone a wonderful holiday! Healthcare CIOs are pushing US Congress to block patient data sharing across mobile apps The College of Healthcare Information Management Executives (CHIME), representing more than 3,200 CIOs and […].

Healthcare 26

Healthcare Marketing 2019 2020 26

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Measurement

Alida

DECEMBER 23, 2019

Recently I wrote about how planning for insights can help you be more customer-centric when informing your business with insights. With a plan in place to generate insight, many find this meets their goals. Some customers—especially those that operate as a shared or centralized insight service to multiple stakeholders—next want to know how to demonstrate the impact of insight in their business.

Insights 130

Insights Customer Centricity Information Customers 130

ChurnZero

DECEMBER 23, 2019

ChurnZero Security: Announcing SOC 2 Type 2 Compliance. . As a leading Customer Success software platform, we take the protection of our customers’ data very seriously. While this has traditionally meant putting great security systems in place and ensuring that we partner with industry leading service providers, we realize that some of you have a need for us to go beyond just giving you our word, so we went out and got independently certified.

Customer Success 80

Customer Success Information Technology Customers 80

Totango

DECEMBER 23, 2019

Product update 22, 2019 Campaign . The holiday season is the best time of the year! It is full of celebration and also gives us an opportunity to reflect on the year behind us. Today we bring you some highlights from our year. . SuccessBLOCs and Spark. Most importantly, this year most of our customers started to leverage SuccessBLOCs and explore the immense value they provide.

2019 63

2019 Reference User Experience Insights 63

Circular Edge

DECEMBER 23, 2019

Are you prepared to meet upcoming year-end processing deadlines ? As 2019 quickly comes to an end, it’s time to set up your EnterpriseOne systems and processes to meet and stay compliant with 1099 and US payroll reporting requirements. For JD Edwards customers, most of the tasks can be performed using Accounts Payable , HCM (Payroll, Time and Labor) and Address Book systems, as well as applying current ESUs to account for any legislative or regulatory changes that occurred duri

2020 52

2020 Document 2019 Books 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

One Millimeter Mindset

DECEMBER 23, 2019

Hitting your professional storytelling reset button is an essential component for professional and workforce development, as well as business growth. Because this exercise requires you to consider how you deliver value to others, instead of focusing on yourself. Whether you hit this reset button once a year, or continuously throughout the year, reflect on whether you need to recalibrate and refocus how you tell your story to decisionmakers.

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Workshop Consulting Presentation Communication 75

Bold360

DECEMBER 23, 2019

Subscribe via iTunes , Spotify and more. Robots have carried out manufacturing tasks for quite sometime — but robots on production lines usually require a high amount of inputs on the front end. Plus, once those inputs are created, the robots are “stuck” — throw off the temperature of the manufacturing floor, the orientation of an object, or any other small detail, and that robot has very little ability to respond.

B2B 52

B2B Blog Information Technology 52

Gainsight

DECEMBER 23, 2019

At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. This is a transcript of a really valuable panel featuring Jason Lemkin , Christina Shen , Adam Strong , and April Oman. Jason: I’m super excited about this next session. We’ve got a rock star group of panelists to talk about one of the things that I never really understood for a long time, which is, let’s see if this clicks.

Customer Success 52

Customer Success Customers Sales Metrics 52

Forrester's Customer Insights

DECEMBER 23, 2019

Forrester’s?2020 Global Enterprise Content Management Online Survey is open… and we’re looking for your participation! This survey is intended for?ECM?or?content services decision makers and influencers?in end user organizations. If you are a practitioner inside the private or public sector and make or influence decisions around content management (including document management, records management, content platforms, intranets, or content-centric collaboration), […].

2020 32

2020 Document Management Customers 32

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ClientSuccess

DECEMBER 23, 2019

If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of customer success as an entire company goal very seriously. After all, your customers aren’t the responsibility of one department – they’re the reason your entire company is in business. This being said, customer sentiment and satisfaction are notoriously hard to measure across different departments and touch points in an organization. .

Customer Experience 78

Customer Experience Touchpoint Download Communication 78

ClientSuccess

DECEMBER 23, 2019

If you’ve ever read any published content from the ClientSuccess team before, you know that we take the concept of customer success as an entire company goal very seriously. After all, your customers aren’t the responsibility of one department – they’re the reason your entire company is in business. This being said, customer sentiment and satisfaction are notoriously hard to measure across different departments and touch points in an organization. .

Customer Experience 69

Customer Experience Touchpoint Download Communication 69