ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.

Employee Experience 97

Employee Experience Net Promoter Score Books NPS 97

Kustomer

JUNE 5, 2023

Consumer expectations have completely transformed during the pandemic, and the labor shortage means service teams need to do more with less. A simple tool your business can begin using quickly and easily to help combat this issue and gain a competitive edge is live chat. In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat.

Customer Experience 96

Customer Experience Competitive Advantage Customer Satisfaction Communication 96

ShepHyken

JUNE 5, 2023

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. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.

Article 16

Article Customer Service 2023 Retail 16

MyCustomer

JUNE 5, 2023

In his latest article on customer loyalty, John Aves of CP2 Experience outlines the bad behaviours that businesses must avoid if they want to attract and retain loyal customers.

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Loyalty Article Customers 102

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Definition

Middlesex Consulting

JUNE 5, 2023

Every business has customers who buy, use, or resell the products they purchase from you. These people all have a say in whether their company will continue to buy products from you. Also, they expect how your products and your team should interact with their teams. Therefore, to grow, customer experience improvement should be integrated […] The post Customer Experience Should Be Part of Your Continuous Improvement Efforts appeared first on Middlesex Consulting.

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Customer Experience Consulting Customers Interaction 78

Horizon CX

JUNE 5, 2023

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing disconnect exists between how senior leaders perceive their organizations’ customer experience and how customers themselves perceive it.

Net Promoter Score 52

Net Promoter Score Customer Centricity Touchpoint Customer Journey 52

Hello Customer

JUNE 5, 2023

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.” "Customer experience is your customer's perception of all interactions throughout the customer journey and across all channels.

Customer Experience 52

Customer Experience Net Promoter Score Airlines Customer Journey 52

West Monroe

JUNE 5, 2023

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 "Can the Nation's Largest Utility Company Match Amazon's User Experience?" on Spreaker. About the episode Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon.

User Experience 52

User Experience 2023 Healthcare Government 52

Waypoint Group

JUNE 5, 2023

Building Bridges Is More Important Than Ever! CS must be about building coalitions – with customers AND internally – to drive the right outcomes and experiences. Internal coalitions are more important than ever, as a full 54% of CS professionals report being remote full-time. You NEED Product, Services, Support, Sales, Marketing etc. to drive the right initiatives that drive the right improvements for customers.

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Travel Sales Insights Marketing 52

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

2024

Maru Group

JUNE 5, 2023

By Steve Brockway Maru/Matchbox | June 2023 Air travel has had its challenges over the last three years; airlines and airports need to entice their frequent flyers back to drive both volume and profitability, and one of the ways of doing this is through the airport lounge experience to ensure traveling is a pleasurable experience for premium and frequent flyers.

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Airlines Travel Touchpoint 2023 52

Clarivate

JUNE 5, 2023

Research administrators provide real-world recommendations on optimizing limited submission opportunities in the U.S. The number of new U.S. government limited submissions has nearly doubled over the last three years and now make up between 16% and 20% of all U.S. government funding opportunities, according to data from Pivot-RP ®. These limited submission opportunities, which restrict the number of submissions a single institution can submit, are also becoming more complex and are often confine

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Government Webinar Management Technology 59

Kapta Customer Success

JUNE 5, 2023

Key accounts are the lifeblood of your business. Losing even one of these VIP clients can be a huge blow to your business. Although you’d prefer to retain key accounts forever, it’s impossible to have a churn rate of zero.

Customer Engagement 52

Customer Engagement Customer Success Engagement Management 52

Blueshift

JUNE 5, 2023

In this blog, we will review key areas that you should double-check when setting up your organization’s email marketing campaigns (you may also refer to our Email Dos and Don’ts blog). While it may be tempting to rush through the content creation process, this stage is pivotal as it represents the culmination of all your efforts with your subscribers.

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Download Reference Blog Marketing 52

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales

The DiJulius Group

JUNE 5, 2023

There’s a common thread that connects each and every one of us, you just have to take the time to find it. Some people have an automatic connection, others end up connecting in funny ways. Think about how a concert can unite thousands of strangers. Completely different age groups, economic statuses, genders, political viewpoints, and. Read Full Article The post Building A Sense Of Community: American Airlines Opens Its First Hotel appeared first on The DiJulius Group.

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Hotels Airlines Connections Article 103

Thematic

JUNE 5, 2023

We're excited to expand our generative AI-powered features to further improve your feedback analysis experience! Users want an easy way to summarize their data across the board, to instantly understand how and why their score has changed, or what customers are requesting the most. This is exactly what Theme Summarizer does for any selected theme or sub-theme in the Analysis tools.

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Feedback Insights Management Customers 62

MyCustomer

JUNE 5, 2023

With one week left to enter CX Leader of the Year 2023, now is your chance to share how you and your CX colleagues have impacted your organisation.

2023 52

2023 52

2020 Research

JUNE 5, 2023

Key Takeaways: Sampling techniques in qualitative research include purposive, convenience, snowball, and theoretical sampling. Choosing the right sampling technique significantly impacts the accuracy and reliability of the research results. It’s crucial to consider the potential impact on the bias, sample diversity, and generalizability when choosing a sampling technique for your qualitative research.

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Consulting Insights Books Article 52

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Forrester's Customer Insights

JUNE 5, 2023

The tide of COVID-19 has finally receded. As Asia’s economies repopulate the global economic shoreline, they find the beach littered with new opportunities and new threats. Not even half a year in, 2023 already feels like a pivotal year between two eras of digitization.

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2023 Marketing Technology Information 26

SmartKarrot

JUNE 5, 2023

Role: Customer Success Lead Location: San Francisco, CA, United States (On-site) Organization: Vooma As a Customer Success Lead, you’ll take ownership of the entire customer relationship, including onboarding, implementation, training, adoption, retention, and satisfaction. Develop connections to serve as a reliable and strategic advisor to assist maintain the value of Vooma’s goods and services.

Customer Success 19

Customer Success Customers Communication Connections 19

Forrester's Customer Insights

JUNE 5, 2023

We’re excited to announce our latest research on vulnerability risk management (VRM) and security operations center (SOC) teams. VRM and SOC teams are pivotal parts of the security organization, with different responsibilities but shared challenges.

Management 26

Management 26

SmartKarrot

JUNE 5, 2023

With great power comes great responsibility! Not just for Spiderman, the statement is also very suitable for someone in leadership. From taking business-altering decisions to monitoring the workflows, business leaders have to juggle a lot of things on a daily basis. Are you one and do you want to make your life (work) easier? A robust task management platform is your solution and this is where Asana Task Manager enters into the picture.

Management 10

Management Blog Measurement Customer Success 10

Advertiser: ZoomInfo

In this exploration, we're diving into predictions about the future of sales. We're talking about a complete shake-up powered by automation and artificial intelligence (AI). These aren't just fancy tools — they're real game-changers. Automation and AI are here to redefine every interaction, making them smarter, faster, and more meaningful. From personalized customer journeys to streamlined sales processes, the goal is to make every moment count, enhancing both efficiency and connection.

Sales

Forrester's Customer Insights

JUNE 5, 2023

Over the past few weeks, my colleagues have described how platforms, practices, and partners drive a future fit technology strategy that enables growth, scale, and innovation. But one thing underpins the entire strategy — people.

Innovation 26

Innovation Technology Information Insights 26

West Monroe

JUNE 5, 2023

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 "Can the Nation's Largest Utility Company Match Amazon's User Experience?" on Spreaker. About the episode Despite operating in a highly regulated industry, energy and utility companies face the same customer expectations as tech giants Google and Amazon.

User Experience 40

User Experience 2023 ROI Government 40