Heart of the Customer
JUNE 2, 2021
If I could only ask you one question to determine if you’re a Change Maker, it would be this: “Tell me about your data.” Most of the more than 100 CX pros we interviewed in the course of our research last year responded with, “What do you mean?” Or they only mentioned survey data. But […]. The post Are Your “Averages” Obscuring Your CX Opportunities?
One Millimeter Mindset
JUNE 2, 2021
Are you perceived as being too easy to work with? Think about it. Yes, you focus on being a team player. And you always try to do “whatever it takes” to acquire and/or serve colleagues and customers. Yet colleagues and clients just do not take you as seriously as you wish to be regarded (and respected). Why? In your quest to be regarded as easy to work, you can fall into these two professional pitfalls.
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ShepHyken
JUNE 2, 2021
Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business. This is actually good for everyone.
ChurnZero
JUNE 2, 2021
During 2020, we saw several major events cause businesses to adapt to new conditions and adopt additional capabilities to not only defend against economic pressures but also to take advantage of opportunities. How does your company stack up to its peers in this regard? SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey.
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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.
C3Centricity
JUNE 2, 2021
We have a treat for you today. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. He writes about the importance of getting pricing right and generously shares twenty-four (!) factors to consider when pricing your product, service or solution. Over the past several decades, I have managed over 250 projects, and am currently serving as the President of Consight Marketing Group.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
JUNE 2, 2021
The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Having joined the business as Chief Revenue Officer in 2020, Tom will take the reins of this fast-growing global network of loyalty consultants to lead its commercial strategy, partnerships and new business – adding to the company’s stable of prestigious clients which already includes Molton Brown, Benefit Cosmetics, Cadogan Estates, Mall of Qatar, Christian Louboutin, Ca
Hallmark Business Connections
JUNE 2, 2021
People appreciate brands that try hard to be socially responsible. In fact, brands that achieve perfect alignment with customers through marketing that doesn’t feel like marketing can get powerful — and measurable — profit boosts. As noted in Deloitte’s 2021 Global Marketing Trends report , purpose-driven marketing pays off in improved loyalty and recognition.
Lithium
JUNE 2, 2021
Hello, to all of our Atlas members! The days are getting sunnier, flowers are blooming, and the world is creaking back into motion following a long, difficult winter. Whether you’re a B2B or B2C brand, the global pandemic accelerated the need to be digital-first, and we’re proud to have helped over 2,000 of the world’s most successful brands make that transition with our award-winning customer engagement platform.
ClientSuccess
JUNE 2, 2021
Asking for customer feedback is far and away one of the best tools in any SaaS organization’s arsenal for improving and optimizing the customer experience. After all, your customers are your best sounding board because they live the customer relationship every day. As CSMs and customer success leaders, it’s easy to get ‘too close’ to your project plans, issues, and implementation items that you lose sight of the bigger customer success picture.
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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
Magellan Solutions
JUNE 2, 2021
Outsource Check Processing Services Can Help Improve Your Business Financial Flow. Dealing with tons of checks on a day to day basis is challenging. Not to mention, the human error that inevitably you can come across with. Quickness and accuracy is a must when it comes to dealing with this process. . If you find yourself short-handed on dealing with paperwork involved in this almost endless transaction, maybe it is time to consider outsource check processing service s.
The DiJulius Group
JUNE 2, 2021
Chief Revolution Officer John DiJulius of The DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group. John and Murray talk about how to build a Zero Risk Organization. You will learn: What it means for an organization to be Zero Risk How easy are you to do business with? How. Read Full Article. The post 044: Zero Risk: Anticipating Your Service Defects and Having Protocols in Place to Make It Right appeared first on The DiJulius Group.
MyCustomer
JUNE 2, 2021
Sunnyvale, CA (June 2, 2021): eGain (NASDAQ: 2nd Jun 2021 Family Court advances digital citizen engagement
Forrester's Customer Insights
JUNE 2, 2021
Amid massive market volatility and uncertainty, two investment firms were able to vault up the rankings in the Forrester US CX Index 2021. Discover how, and why they'll have a competitive advantage going forward.
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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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Vanilla Forums
JUNE 2, 2021
What exactly are values? Like the word purpose or community , the word “values” is overused and yet underdefined. Better yet, what are online community values and how can you determine them?
SurveyGizmo
JUNE 2, 2021
Alchemer is a powerful online survey and data collection platform that allows you to perform very advanced analysis, such as the Chi-Square test. Being able to investigate whether the data from two questions are correlated helps market researchers better understand context in their findings. What is the Chi-Square Test? The Chi-Square test is a statistical procedure used by researchers to examine the differences between categorical variables in the same population. .
Inbenta
JUNE 2, 2021
The Covid-19 pandemic has disrupted businesses even more, introducing changes in how they deliver their services, cater to customer and staff needs and in nurturing their relationship with their employees. The sudden switch to remote work has introduced additional work to Human Resources, who have had to revamp their people management operations and respond to the massive influx of employee requests for assistance.
NICE inContact
JUNE 2, 2021
If you're new to chatbots, it can be difficult to envision where a bot makes sense in your organization's customer journey. Looking at how other companies have deployed and are successfully using bots will be both helpful and can inspire you to move forward with your own solution. This article will provide real-life examples of effective chatbots plus tips for identifying and implementing the best chatbot for your contact center.
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.
Magellan Solutions
JUNE 2, 2021
Amicable debt collection europe. Amicable debt collection is also known as pre-legal debt collection. It is the procedure where we retrieve invoices without the intervention of the court. Our preferred approach is to solve debt collection cases in the pre-legal debt collection phase. The amicable phase is the first step in the European debt collection process.
CustomerSuccessBox
JUNE 2, 2021
When it comes to decoding about- “How should a day in the life of a Customer Success Manager look like? Or How should every Customer Success Manager (CSM) be planning their day? It becomes quite a genuine confusion to deal with. Because it’s not just the amount of tasks or the amount of KPIs that a CSM is probably dealing with which of course is already far too many unlike sales where all you have to do is essentially close the business, but it also revolves around the fact that a CSM has to on
SmartKarrot
JUNE 2, 2021
Role: Director of Customer Success Location: New York, NY, US Organization: Diligent Corporation As a Director of Customer Success, you will lead Customer Success practice for the BoardEffect brand in AMER, EMEA, and APAC regions, with a focus on building strong, trusted customer relationships. Manage team leaders and individual contributors to achieve retention, renewals, product usage, NPS, and CSAT targets.
Forrester's Customer Insights
JUNE 2, 2021
On the heels of the Executive Order (EO) on Improving the Nation’s Cybersecurity signed by the President of the United States after a ransomware attack forced the shutdown of Colonial Pipeline, the Transportation Security Administration (TSA), a DHS unit and the agency responsible for overseeing pipeline security, on May 27th has announced its own Security […].
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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.
SurveySparrow
JUNE 2, 2021
Let’s consider a scenario. Company A has an excellent product; they provide customer support 24×7, they respond to every customer query right away. Company B has an excellent product; their customer support team provides good service; they tend to take 1-2 days before responding to customer queries. Now, if we ask you which company you’d prefer to do business with, chances are you’d pick the former one.
Forrester's Customer Insights
JUNE 2, 2021
Google’s latest healthcare endeavor capitalizes on the growth in adoption of self-triage capabilities over the last year while playing to its strengths: scalable AI and data management. Consumers have long sought more information about their symptoms, most frequently turning to WebMD or their favorite search engine. In 2020, 52% of consumers reported using WebMD, while […].
Fox Metrics
JUNE 2, 2021
Website analytics is the beauty of measuring your website performance. It’s fascinating how a few lines of code can tell you where each site visitor came from, the devices they used, and the actions they took on your site. Web analytics can, however, be limited, especially if you’re not using the right tool. There’s so much insight that you or your team may not get if you are using Google Analytics , Adobe Analytics , or similar web analytics tools.
Forrester's Customer Insights
JUNE 2, 2021
We warn users not to click on suspicious emails and not to open emails from untrusted senders to prevent users from being phished. Sender identity is one of the filtering mechanisms in email security solutions. But what happens when a trusted sender’s email account is compromised and an attacker uses that access to send emails […].
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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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