ShepHyken

JANUARY 1, 2024

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 comments about each article and would like to hear what you think too. 13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media.

2024 57

2024 Article Customer Service Social Media 57

Kapta Customer Success

JANUARY 1, 2024

Classic quarterly business reviews (QBRs) are self-centered and boring. Here’s why this business review should be dead and how to prepare and conduct modern QBR.

Customer Engagement 59

Customer Engagement Customer Success Engagement Management 59

SmartKarrot

JANUARY 1, 2024

In the dynamic landscape of customer success, the conversation around onboarding has become a focal point for organizations striving to provide an unparalleled experience to their clients. As someone deeply immersed in the realm of customer success , I find it crucial to explore the roots of why structured onboarding is not just a buzzword but an intentional strategy that can significantly impact the longevity and satisfaction of your customer base.

Document 10

Document Touchpoint Metrics Webinar 10

Optimove

JANUARY 1, 2024

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Brands 76

Brands Marketing Customers 76

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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.

Customer Experience

SmartKarrot

JANUARY 1, 2024

In the dynamic landscape of customer success, the conversation around onboarding has become a focal point for organizations striving to provide an unparalleled experience to their clients. As someone deeply immersed in the realm of customer success , I find it crucial to explore the roots of why structured onboarding is not just a buzzword but an intentional strategy that can significantly impact the longevity and satisfaction of your customer base.

Document 10

Document Touchpoint Metrics Webinar 10

Magellan Solutions

JANUARY 1, 2024

Our world and lifestyle have never become as fast-paced as they are today. Sayings such as time is of the essence , time is money , and time is gold are commonly heard and dispensed by parents, teachers, students, employees, and upper management executives. Whatever can be done to get the desired results must be done immediately. Driven employees and entrepreneurs alike are known to despise the practice of procrastination and anything that impedes the progress of their projects and plans.

Consumers 52

Consumers Communication Management 52

Optimove

JANUARY 1, 2024

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Brands 76

Brands Marketing Customers 76

SurveySensum

JANUARY 1, 2024

You know engaged employees are 67% more likely to be advocates for their company. Well, these stats show a direct connection between team engagement, understanding your customers, and the success of your business. It’s like uncovering the hidden code to success! This connection between engaged employees and customer satisfaction leads us to something transformative: the Voice of the Customer (VoC).

Social Media 52

Social Media Customer Satisfaction Culture Feedback 52

Optimove

JANUARY 1, 2024

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Brands 76

Brands Marketing Customers 76

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

Call Center

West Monroe

JANUARY 1, 2024

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Digital's Role in Engaging Customers—Before They Need You" on Spreaker. About the episode How do you connect with and serve patients when they’re not sick or in the hospital?

Healthcare 52

Healthcare Engagement Hospitality Financial 52

Optimove

JANUARY 1, 2024

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Brands 76

Brands Marketing Customers 76

SmartKarrot

JANUARY 1, 2024

The discussion among customer success professionals, Shagun from What Fits, Anindra from Mately Extreme, and Darshan from the Customer Service Revenue team delved into the evolving landscape of customer success strategies. The conversation highlighted the profound shifts taking place, emphasizing that attention is no longer an aspiration but a given, with expansion emerging as the new revenue driver.

2023 8

2023 Customer Success Chief Customer Officer Net Promoter Score 8

SmartKarrot

JANUARY 1, 2024

The discussion among customer success professionals, Shagun from What Fits, Anindra from Mately Extreme, and Darshan from the Customer Service Revenue team delved into the evolving landscape of customer success strategies. The conversation highlighted the profound shifts taking place, emphasizing that attention is no longer an aspiration but a given, with expansion emerging as the new revenue driver.

2023 8

2023 Customer Success Chief Customer Officer Net Promoter Score 8

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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?

Customer Experience