West Monroe

OCTOBER 3, 2023

It’s often viewed as a “boogeyman” by employees who fear their livelihoods could be on the chopping block as organizations seek to shift work to third parties in an effort to cut costs. But how do you avoid alienating employees who may view outsourcing in a negative light?

Employee Experience 52

Employee Experience Government 2023 Healthcare 52

ChurnZero

MAY 20, 2021

In the early stages of your Customer Success team’s journey, where you have little organizational oversight or guidance and the amount of work outnumbers the people to do it, just figuring out the right things to focus on can be a paralyzing challenge – not to mention doing those things right. Traits: Product-market fit. $6M

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

SurveySparrow

JUNE 20, 2023

For businesses seeking to enhance their customer experience, a Voice of the Customer program can provide the exact direction and understanding they need to make informed decisions. In the world of VoC, surveys are just the tip of the iceberg.

Voice of Customer 52

Voice of Customer Customer Journey Mapping Social Media Multi-Channel 52

SurveySensum

MARCH 28, 2024

But, with the pressures of academic life bearing down, adopting effective strategies for student productivity isn’t just desirable, it’s essential. It’s all about staying focused in an environment where distractions are always just a click away. At the heart of academic success, productivity stands tall.

Roadmap 52

Roadmap Feedback Presentation Social Media 52

Kustomer

AUGUST 5, 2021

Though highly effective for lower effort problems, chatbots aren’t advanced enough to help with complex customer problems. Data is constantly talked about in the CX world as more and more leaders are starting to recognize the benefits of utilizing consumer data. A New Wave of Customer. Data – It’s Never Too Late to Start.

Customer Experience 105

Customer Experience 2021 Contact Center 2020 105

Lumoa

JANUARY 23, 2018

These standard metrics include not only the number, but also free text feedback revealing why your customers like or dislike you or your product. And even if you received only some tens or hundreds of feedback items per day, you still don’t necessarily have the resources to read everything through and process it manually.

NPS 121

NPS Financial Feedback Net Promoter Score 121

Oracle

APRIL 2, 2021

They use a systematic, business-led approach to diversity and inclusion (D&I) and draw on the following five best practices: Ensure the representation of diverse talent. Here, seven Oracle executives discuss their dedication to D&I and offer other leaders advice on effective ways to demonstrate this commitment.

Leadership 97

Leadership Culture Events Definition 97

Integrity Solutions

FEBRUARY 11, 2022

Many sales leaders—and salespeople themselves—tend to overlook the fact that it takes a sizable mental shift in sellers to stay in the game, especially when the game keeps changing. Today’s sales reps have to be savvy at building relationships and following through on brand promises.

Sales 56

Sales Connections Brands Leadership 56

CustomerSuccessBox

MAY 31, 2022

Upon giving slightly deeper thought, the first thing’s in mind, is that it’s certainly a role with a lot of responsibilities. How much more magnificently could this role have been formed? Only if onboarding went impressive, will the product adoption be smoother. Continue reading to figure out, which one are you!

Customer Success 52

Customer Success Management Sales Customers 52

Magellan Solutions

FEBRUARY 20, 2023

Negotiations are typically necessary before coming to a business deal. When two businesses negotiate, both parties aim to get good terms and reduce operational, legal, and financial risk. The situation of several parties can be improved by effective negotiation. Rights, obligations, costs, and expectations are made clear.

Government 98

Government Communication Presentation Financial 98

SurveySparrow

OCTOBER 7, 2023

Imagine an organization where every individual, regardless of their background, is not just welcomed but celebrated. In a workplace where opportunities are abundant, equity is not just a buzzword and inclusion is a way of life. Well, it is not just an alternate reality anymore. And again, it is not just a linear process.

Culture 52

Culture Leadership Innovation Feedback 52

2020 Research

OCTOBER 18, 2022

Perhaps more concerning is the lack of experience leaders have in navigating businesses through tough economic conditions. What we wanted to do is to bring in Stan, Ellie, and myself to provide perspective about what we personally experienced through periods of economic change. Isaac continues: . Stan said: .

Social Media 52

Social Media Consumers Webinar Financial 52

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. The future of customer experience is decided. Probably not. How to overcome those challenges? Read the full answers here below.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Zonka Feedback

OCTOBER 1, 2022

The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market. What is Product Improvement?

Feedback 96

Feedback Social Media Roadmap Net Promoter Score 96

ProProfs Chat

JULY 20, 2021

But when you are not appreciated by your leaders, are asked to work overtime, and the only thing you look forward to is the weekend – you might wonder if it’s really worth it?” But, how can your business be proactive and gauge employee sentiments? Only then can you predict their attitude, behavior, productivity, and so on.

Social Media 72

Social Media Net Promoter Score Feedback Culture 72

Totango

MARCH 26, 2021

As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle. Today’s Customer Lifecycle Is Technology-driven. What is a Customer Lifecycle?

2021 67

2021 Net Promoter Score Social Media Sales 67

Kustomer

NOVEMBER 4, 2021

Listen to the full podcast to learn more about how you can get a 360 view of your customers. So for everybody who’s listening out there to implement this model, you have to be scalable. So it’s not a different person, but it’s a different perspective.” Bridging the Gap Between Brand and Customer.

Sports 98

Sports Customers Document Sales 98

ChurnZero

NOVEMBER 24, 2020

“Because leadership doesn’t value our contribution, or all the behind-the-scenes work that goes into keeping our customers happy – especially when dealing with problems like product bugs or bad-fit customers that were never our fault to begin with; we can’t control the cards we’re dealt. OK, ready for some tough love?

Customer Success 59

Customer Success Leadership Net Promoter Score Culture 59

Russel Lolacher

JUNE 19, 2022

She’s the author of the Workplace Wisdom blog and she’s a frequent contributing author to Harvard Business Review and Forbes as well as a speaker, including for TEDx where her talk on “Why There’s So Much Conflict at Work and What You Can Do to Fix it” is close to 400,000 views. On the show today, we have Liz Kislik. Liz Kislik.

Culture 98

Culture Consulting Leadership Management 98

West Monroe

OCTOBER 19, 2023

Most manufacturers view themselves in the middle in terms of digital maturity. Most manufacturers view themselves in the middle in terms of digital maturity. These issues of the moment—while critical—have commanded attention. Despite continuing economic concerns, the pace of digital transformation is not slowing.

ROI 52

ROI Technology Return on Investment 2030 52

Gainsight

JANUARY 11, 2021

In these conversations, we talk with customer success leaders who are role models and want to serve customers better. In this session, Nick Mehta, CEO, speaks with Chris Port , the Chief Operating Officer of Dell Boomi, responsible for Support, Services, Customer Success, and Strategy functions. Chris: I’d say Monopoly. I love that.

Customer Success 52

Customer Success Sales NPS Connections 52

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. It’s just people get discouraged and people don’t want to move through up through the chain.”

Culture 98

Culture Connections Leadership Communication 98

Magellan Solutions

FEBRUARY 20, 2023

Negotiations are typically necessary before coming to a business deal. When two businesses negotiate, both parties aim to get good terms and reduce operational, legal, and financial risk. The situation of several parties can be improved by effective negotiation. Rights, obligations, costs, and expectations are made clear.

Government 52

Government Communication Presentation Financial 52

ProProfs Chat

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. Leaders lead their teams to a new path everyday. And this cycle just keeps repeating itself. She identifies shortcomings such as social, communication, and self-management behaviors that limit leaders in their career.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Russel Lolacher

MAY 30, 2022

In this episode of Relationships at Work, Russel chats with author and keynote speaker Gregg Ledermen on how being a good human through knowing your values and embracing your vulnerability can make you a better human leader at work. Why you need to know who you are to be a good leader. Finding value-driven leaders.

Leadership 52

Leadership Culture Books Airlines 52

Clarivate

APRIL 3, 2017

Companies are realizing that focusing on their customers’ experience (CX) is more than just: Naming an executive to lead Customer Experience. software to build a business process from three angles: 1) People; 2) Process; and 3) Systems. It is important to have a CX leader that sits on the executive team of your company.

Touchpoint 40

Touchpoint Document Metrics Customer Journey 40

NICE inContact

JUNE 20, 2017

A contact center can have the best technology and most proficient agents, but without effective relationships with other organizational functions, the contact center will not be able to deliver the ideal customer journey. Those customer service representatives (CSRs) don’t understand the logistics of getting this product out the door!

Contact Center 48

Contact Center Culture Customer Service Representative Communication 48

Gainsight

APRIL 2, 2021

And there was more information and data beyond that of the customer that their business analysts needed to consolidate. For example, “We invested in how we become more multithreaded in our survey approach,” Kari said, “and then how do we build in listening architecture to understand where our end users are finding the most friction points.”

Customer Success 52

Customer Success Sales Government Metrics 52

Centercode

APRIL 30, 2019

While some companies only think of it as a last-ditch effort to tie up loose ends before launch, others are tapping user research to play a more fundamental role in the product development process. We are repositioning the team to have more touchpoints along the product development lifecycle to deliver greater value to the organization.

Touchpoint 66

Touchpoint Webinar Roadmap Presentation 66

ChurnZero

DECEMBER 4, 2020

Effectively manage up to build your visibility. Picking up where we left off in part one , let’s look at how Customer Success can shift internal perceptions of their storytelling from “I’ve heard this one a thousand times” to “You now you have my full attention” using data and cold, hard facts. I hear Product say it.

Customer Success 59

Customer Success Leadership Communication Customers 59

Lumoa

OCTOBER 31, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Amity

NOVEMBER 14, 2016

Effective customer success is key to reducing churn and increasing MRR, so it’s vital the customer success manager you hire be the kind of rockstar who will lead your customer success team (and customers) to… well, success. Product Management. Congratulations, you’re ready to hire a Customer Success Manager (CSM)!

Customer Success 95

Customer Success Management Culture Communication 95

Amity

MARCH 5, 2018

Effective customer success is key to reducing churn and increasing MRR, so it’s vital the customer success manager you hire be the kind of rockstar who will lead your customer success team (and customers) to… well, success. Product Management. Congratulations, you’re ready to hire a Customer Success Manager (CSM)!

Customer Success 77

Customer Success Management Culture Communication 77

Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen. In This Post You Will Learn: What Does Customer Service Mean?

Customer Service Training 110

Customer Service Training Customer Service Contact Center Culture 110

Russel Lolacher

SEPTEMBER 20, 2022

A few reasons she is awesome – Keynote speaker and writer through her Brass Tack Thinking brand, she’s got 20+ years of marketing under her belt, she co-authored the book The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social , and she’s got a newsletter called DEAR F **S that I just never can miss.

Culture 111

Culture Books Leadership Employee Experience 111

Chattermill

AUGUST 6, 2019

We believe the fuel that powers the world's most exceptional products is customer experience. We believe the fuel that powers the world’s most exceptional products is customer experience. We believe the fuel that powers the world’s most exceptional products is customer experience. by Sam Frampton. on 7 Aug 2019.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40

Chattermill

AUGUST 6, 2019

We believe the fuel that powers the world's most exceptional products is customer experience. We believe the fuel that powers the world’s most exceptional products is customer experience. We believe the fuel that powers the world’s most exceptional products is customer experience. by Sam Frampton. on 7 Aug 2019.

Voice of Customer 40

Voice of Customer NPS Metrics Multi-Channel 40