TechSee
OCTOBER 2, 2023
In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains.
IntouchInsight
OCTOBER 2, 2023
For over two decades, the Annual Drive-Thru Study has provided restaurant operators with benchmark data to track trends and compare their performance against key competitors.
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ShepHyken
OCTOBER 2, 2023
Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company.
The DiJulius Group
OCTOBER 2, 2023
By John DiJulius and Dave Murray “When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision. A leader’s emotional commitment is about taking on the company success as a personal crusade.” – Stan Slap When entrepreneurs start a company, they. Read Full Article The post How To Identify Talent: 7 Key Traits That Set Emerging Leaders Apart appeared first on The DiJulius Group.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
CSM Magazine
OCTOBER 2, 2023
BigChange has announced ‘Walkthrough Guides’ to make it easier to introduce new software. As companies switch from paper or older software systems, using new software can be daunting for staff, so BigChange has developed simple pop-up guides to take new users through the software step-by-step. BigChange is an all-in-one job management system that typically replaces a series of separate systems.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Horizon CX
OCTOBER 2, 2023
The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Then we create opportunities by fixing those gaps. Experience improves and so does P&L. The frontline experience gap has three dimensions—Competence, Supervision, and Data and here I am at the frontline with the following scenarios for you to consider.
West Monroe
OCTOBER 2, 2023
Amid the rapidly growing landscape of infrastructure development and modernization across the nation, the Infrastructure Investment and Jobs Act (IIJA) and Inflation Reduction Act (IRA) aim at tackling aging infrastructure across industry sectors. Within the power and energy sector, the main goals include increasing resilience against cyberattacks and extreme weather events while accommodating the increasing penetration of Distributed Energy Resources (DERs).
SAP Customer Experience
OCTOBER 2, 2023
SAP Learning System Access (LSA, also known as Live Access) provides you with access to live, fully configured and supported SAP training systems to carry out exercises from within the training content, and experiment beyond. SAP Customer Data Platform – Learning System Access Target Audience Software developers Technical consultants Functional.
Gainsight
OCTOBER 2, 2023
Whether you’re a parent, a pet parent, or the founder of a business, you know there’s nothing more satisfying than watching someone or something you love grow into maturity. View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Happy or Not
OCTOBER 2, 2023
Looking for ways to help your organization achieve success, you’ll most likely stumble upon a very important question: “What do happy employees have to do with retaining customers?” While the impact of negative employees is clear, many managers are wondering if satisfied employees make happy customers. So let’s find out. In this article, we’ll tell you why employee satisfaction is a deciding factor in any company’s success. 5 ways employee happiness impacts customer satisfaction One of t
Gainsight
OCTOBER 2, 2023
Whether you’re a parent, a pet parent, or the founder of a business, you know there’s nothing more satisfying than watching someone or something you love grow into maturity. View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023.
Forrester's Customer Insights
OCTOBER 2, 2023
My fantastic colleagues on our retail team published The Future Of The Digital Store.
Middlesex Consulting
OCTOBER 2, 2023
Bob is the vice president of manufacturing for a business that processes, packs, and ships seeds to customers in the lower 48 states. The company has a constraint in the bag and seal area. Bob set up a buying committee consisting of himself and the managers of production, facilities, and purchasing, with the CFO in […] The post Lessons Learned from 3 Sales Calls appeared first on Middlesex Consulting.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
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SmartKarrot
OCTOBER 2, 2023
In today’s highly competitive business landscape, retaining customers has become more critical than ever. Churn—the rate at which customers stop using a product or service—is a challenge many businesses face. But, with the right strategies and approach, you can significantly reduce churn rates and drive long-term customer success. In this post, we list out 15 key points in a customer life-cycle journey to cut churn rates by half. 1.
Optimove
OCTOBER 2, 2023
Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.
SmartKarrot
OCTOBER 2, 2023
In the outcome-driven world, creating a customer success playbook that resonates is not merely a strategy; it’s an art. It requires vision, knowledge, determination, and iterations to get a highly effective playbook. A well-crafted playbook serves as a north star for customer success teams that produce consistent results. Based on the business, organization maturity, and past experiences playbooks can be very different in serving the same needs.
Forrester's Customer Insights
OCTOBER 2, 2023
We have a national day or month for just about everything. Some of my personal favorites include National IPA Day (first Thursday in August), National Waffle Day (August 24), National Rescue Dog Day (May 20), and National Insider Threat Awareness Month (September).
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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.
VDS
OCTOBER 2, 2023
Selecting the right Genesys Cloud partner for your business is essential to successfully designing, implementing, and supporting the Genesys Cloud solution. The right partnership can not only facilitate a smooth cloud migration process, but also ensure optimal results from the platform’s wide range of customer experience (CX) features. By carefully evaluating potential partners based on factors such as experience, capabilities, integration, and support, you can confidently choose the best
Forrester's Customer Insights
OCTOBER 2, 2023
Photo by Abhinav Sunil Forrester’s state of IT sustainability 2023 survey and report highlighted the growing importance decarbonizing IT and the reducing the environmental impact of IT in various industries. In certain industries such as financial services, IT has an outsized contribution to overall corporate scope 1, scope 2 and scope 3 emissions.
Braze
OCTOBER 2, 2023
Recognized for Completeness of Vision and Ability to Execute
Forrester's Customer Insights
OCTOBER 2, 2023
This week, Costco joined the list of retailers looking to capture the hearts and minds of consumers who are frustrated with their healthcare experience. Costco announced a partnership with Sesame, a healthcare marketplace that connects consumers with clinicians across 50 states.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
SurveySparrow
OCTOBER 2, 2023
Imagine surveying 8 billion unique individuals, all with their own traits and characteristics. And, not just survey, but understand the intricate details. It’s like counting the very grain of sand in the beach. Practically impossible! This is where the concept of samples comes into play. Samples act as our lens, enabling us to study these vast populations in manageable portions.
Forrester's Customer Insights
OCTOBER 2, 2023
Product experts have gained influence with B2B buyers as they face financial constraints. Explore key insights from Forrester’s latest Buyers’ Journey Survey.
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