Sat.Apr 09, 2022 - Fri.Apr 15, 2022

Four Tips for Using Customer Data to Improve the E-Commerce Experience

InMoment XI

E-commerce is one of the fastest growing industries of this decade. Thanks to COVID, digital roadmaps across industries have quickly accelerated.

The CX leader handbook

GetFeedback

Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future. Guides

2022 311
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Boosting Customer Experience by Understanding Your Audience: The Expert Guide

Alida

86% of customers are willing to pay more for a better customer experience. Given that, it's not surprising that two-thirds of businesses compete primarily on the customer experience they are able to provide. Customer Experience

2022 141

5 Case Studies to Improve Your Customer Service

Kayako

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties.

2022 99

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

Learn the 3R Method to De-escalate Angry Customers

Solvvy

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

2022 99

More Trending

3 Most Common CX Metrics Questions (And Their Answers)

InMoment XI

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences.

2022 260

Mistakes to Avoid When Selecting a CS Platform: Not Having a Modern Mindset

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

2022 81

What is Call Center Speed to Answer? And Other Key Metrics.

Call Experts

Calculating Average Speed to Answer (ASA) involves identifying the best way to measure the speed of answering incoming calls. The goal of ASA is to answer calls quickly and efficiently while meeting customer expectations. Speed is key to success in many areas of business.

2022 83

Enterprise CS 101: Establishing Customer Success Quickly

Gainsight

Batman. Spider-Man. Superman. The greatest characters never go out of style. But that doesn’t mean they don’t need updating periodically with a new remake. If these heroes of the big screen don’t stay up to date and relevant, they risk becoming forgotten artifacts of the past. .

2022 82

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

CX Questions & Answers from the Experience Investigators Community

Experience Investigators

Have you joined one of our live sessions yet? They’re free and give us a chance to connect live to talk about topics that matter to you and answer your questions directly.

2022 79

Making the Switch: How to Evaluate a New Customer Success Platform

Totango

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. But what do you do when the platform you’ve been using goes out of business?

2022 76

The Daniel Group Announces the Launch of Customer Feedback Advanced Insights, Embedded

Daniel Group

CHARLOTTE, N.C., April 12, 2022 (Newswire.com) – Customer Feedback Advanced Insights, Embedded gives The Daniel Group clients access to a suite of customizable dashboards and deep analytics directly from its cloud-based platform, ExperienceConnect.

2022 76

6 Reasons Your Customer Experience Plummets When Your Business Skyrockets – and How to Avoid or Fix It

The DiJulius Group

Nothing Ruins a Company’s Customer Experience Faster Than Rapid Growth Explosive growth! It is the one thing every CEO and Entrepreneur wants, works for, dreams about. However, if your company isn’t ready, it can be the worst thing for your organization.

2022 82

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

Workforce Wellbeing – What Does It Really Mean and Why Does It Matter More Than Ever?

CSM Magazine

Stress is a major barrier to success and it is affecting everyone. In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. .

2022 56

Is it magic, or ChurnZero? SalesIntel reveals the secrets of its expansion success.

ChurnZero

Have you ever wondered how certain companies know exactly the right moments to reach out with an offer? Sometimes, the outreach is so spot-on and intuitive, you don’t even realize you’re being pitched. As acclaimed mentalist Tony Corinda said, “Good timing is invisible.

2022 69

For Referral Marketing to Succeed, you need Excellent CX First!

Daniel Group

For Referral Marketing to Succeed, you need Excellent CX First! This edition of Success Strategies focuses on growing your business through referral marketing with the foundation of excellent Customer Experience. Growing your business through referrals is a sound and sustaining way to expand.

2022 69

Guest Post: How to Create an Exceptional Customer Experience Strategy?

Shep Hyken

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction.

2022 60

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

Top 10 Insights from Customer Success Executives in 2022

Totango

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities.

2022 75

What is a chief customer officer?

ChurnZero

Does your company have a chief customer officer (CCO)? If not, it might be time to consider the role for your organization. Would your business benefit from appointing a chief customer officer ? We’ll help you answer the most common questions to determine whether you need a CCO to attain your goals.

Top 3 Customer Experience Building Blocks to Grow Your Business!

Daniel Group

Top 3 Customer Experience Building Blocks to Grow Your Business! My last blog , Three Tips to Fire Up Your Customers to be Your Best Sales Force!, included how to encourage your customers to be a vital part of your B2B company’s sales and marketing.

2022 66

5 Top Customer Service Articles of the Week 4-11-2022

Shep Hyken

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.

2022 55

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

Apr 13 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Los Angeles Metropolitan Area, US (Hybrid) Organization: Mahmee As a Director of Customer Success, you will oversee and provide direct support to all platform users (patients, providers, and enterprise customers).

2022 83

5 Ways Chief Customer Officers Can Drive Net Revenue Retention

Gainsight

This post was originally published in Ecommerce Times. Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world.

Brand personality: what is it and how do we measure it?

Perceptive

Brand personality is a critical component of any business’s brand health. They can distinguish your brand from your competition, drive word of mouth, customer loyalty, and cement your business in the heart and mind of consumers.

2022 67

Improving Customer Experience Through the KAM Maturity Model

Kapta

Your organization already knows that providing excellent customer experiences is important. But intermittent "Wow!" moments are no longer enough.

2022 69

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.