Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game. Everything from how we serve our customers, retain them, and grow our business has changed—customer retention is no longer a nice-to-have, it’s a critical growth

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Daniel Group

APRIL 10, 2023

Welcome to Success Strategies! CX Frontline Training: Are You Improving Your CX With Training? Learning the technical skills needed for your job is important. So are those so-called “soft skills.” The way you communicate with customers over the phone and in person. Too often, short shrift is given to this type of training, yet is essential for at least three reasons: Our research shows that effective communication often distinguishes between a great and a not-so-good customer experie

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ShepHyken

APRIL 10, 2023

Top Takeaways: Over the last 20 years, organizations have been busy improving the functional experience (doing more things, faster, and cheaper than ever before) at the expense of the emotional, human experience. In his book, The Human Experience , John Sills shares the three myths that create poor customer service. Myth #1. The Myth of Customer Feedback.

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BirdEye

APRIL 12, 2023

In today’s fast-paced business world, building and maintaining strong customer relationships is crucial for success. That’s where Customer Relationship Management (CRM) comes in. CRM software helps drive sales growth by helping the business manage customer relationships, build customer loyalty, and enhance the overall brand image. With the ability to store and manage customer information, automate processes, and provide personalized experiences, CRM technology is essential for any co

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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.

Customers

ShepHyken

APRIL 11, 2023

The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals.

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eglobalis

APRIL 10, 2023

The beauty (and challenges) of European cultural differences in CX The post The beauty (and challenges) of European cultural differences in CX appeared first on Eglobalis.

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Method:CRM

APRIL 11, 2023

Are you looking for a way to keep your customers satisfied and less stressed with their payment experience? A Xero customer portal is a great way to reap benefits like fast payment processing, which are sure to keep customers coming back. In this article, you’ll learn all the benefits of a Xero customer portal. You’ll also get a step-by-step walk-through on how to create a Xero customer portal.

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Banking Financial Document Customers 94

Beyond Philosophy

APRIL 13, 2023

FOMO, or fear of missing out, is a powerful marketing tool. The acronym denotes how we do things because we are worried about regretting not doing them later. In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. I witnessed the ubiquity of FOMO while watching the latest Avatar movie.

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SaleMove

APRIL 14, 2023

Community banks contribute to their communities in many ways. During Community Banking Month, we highlight & celebrate their impact. The post Community Banking Month: Celebrating the Impact of Community Bankers appeared first on Glia Blog | Digital Customer Service Explained.

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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

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One Millimeter Mindset

APRIL 12, 2023

How do you rate your ability to professionally translate what your team delivers to clients? In my consulting, mentoring and speaking collaborations, I ask professionals like you to define what their desired outcome looks like from our mutual experience. Often, I hear phrases like: “ I want you to take my business to the next level,” or “I want you to help me fast-track my career.

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ShepHyken

APRIL 14, 2023

This week, we feature an article by Nicole Kyle, Managing Director and Co-Founder of CMP Research. She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. Customer contact agents hold one of the most important keys to the success of any business in the palms of their hands – customer satisfaction.

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ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Have you also considered ICPs as your key to cost containment as well as EPS (earnings per share) growth? Selling to the right type of customers makes everything better.

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Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? I advocate for immediate action in this space. Whether your company is just getting started, or already well established, a voice of customer programme is essential. Lots of companies collect feedback. Even more claim they’re customer first.

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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

BirdEye

APRIL 11, 2023

Benjamin Franklin said, “If you fail to plan, you plan to fail.” A business strategy template is a must-have tool for establishing business objectives and actions needed to reach your goals. It also brings alignment and cohesiveness to all your business activities. In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business.

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ThriveableBiz

APRIL 11, 2023

This year is continuing to be unpredictable for small business, throwing both obstacles and opportunities in our path. Here we offer a countdown of 23 actions you can take to navigate through 2023. Not in order of importance but a simple map of steps you can take to set yourself up to thrive. So, let's get into our top 23 tips for small business. 23.

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Team Support

APRIL 12, 2023

Any customer support team receives a range of customer requests throughout the day. These can include requests for adding new users, “how-to” questions, password retrieval, and more. The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request.

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Playvox

APRIL 11, 2023

Engaged contact center agents are essential to the success of any customer service operation. When employees feel connected to their jobs and have meaningful goals, agent performance increases. And happy agents tend to deliver experiences that delight your customers. But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do.

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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

Contact Center

BirdEye

APRIL 14, 2023

Managing finances is an essential aspect of operating a successful small business. With many small business accounting software options available today, selecting the perfect one for your needs can be overwhelming. That’s why we aim to make this decision-making process easier and more efficient. We’ll dive into why accounting software is a game-changer and share insider tips for choosing the best accounting software for small business models like yours.

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Michel Falcon Experience

APRIL 9, 2023

To listen to this episode on Apple podcast, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here. Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Hey everyone, and welcome to the People-First Culture Podcast with me, Michel Falcon.

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Middlesex Consulting

APRIL 13, 2023

Tony Ulwick, founder and CEO of Strategyn, has been studying and consulting on jobs to be done for more than 30 years. During a recent webinar, he said, “Your product [or service] needs to be 15% more effective for customers to switch.” When he talks about being effective, he means that you must create 15% […] The post 15% Can Win or Lose Your Customers appeared first on Middlesex Consulting.

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Comm100

APRIL 13, 2023

In today’s fast-paced world, customers demand quick and efficient service. They want to interact with businesses on their own terms and get their queries resolved as soon as possible. Long wait times and uncertainty in the queueing process can quickly turn a positive customer experience into a negative one. This is where Comm100 Queue Management comes in, helping support teams to streamline their queueing process and enhance customer satisfaction.

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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,

Measurement

dscout People Nerds

APRIL 12, 2023

Having invested stakeholders can make or break all of your work. How do you cultivate great relationships for many projects to come? We conducted a study to find out.

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SurveySensum

APRIL 14, 2023

It is crucial for a business to focus on giving services/products that satisfy its customers. The more satisfied the customers are, the more brand loyalty will be. So, how can a business understand whether its customers are satisfied or not? Customer feedbacks! Kinda obvious, right? You can run NPS surveys and analyze the results to understand. But there’s a catch!

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Kustomer

APRIL 14, 2023

Demonstrating How Kustomer Delivers Connected Service that Scales & Delights Kustomer recently attended Shoptalk in Las Vegas, NV on March 26-29, 2023. At the event, the Kustomer team showcased how the platform enables every business to connect with consumers on the channels they love with CX solutions to help grow relationships, build loyalty and drive efficiency at scale.

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Call Experts

APRIL 14, 2023

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. By providing self-service options through voice prompts and touch-tone inputs, IVR systems allow callers to access the information they need quickly or perform tasks such as checking account balances, making payments, or scheduling appointments, without waiting for a live agent.

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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.

Customer Engagement