Retently

NOVEMBER 27, 2023

Outsourcing has become increasingly popular these days, as more companies worldwide are exploring different destinations for outsourcing their business activities, and it’s no wonder why. The many advantages of outsourcing make it an attractive strategy in today’s global economy, turning it into a common practice. But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

BirdEye

NOVEMBER 27, 2023

What’s that one thing every business must face, even when they don’t want to? It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. It means you must try your best to make customers happy, especially when things get tricky. But here’s the kicker: those seemingly unpleasant interactions are not headaches.

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Social Media Customer Service Representative Customer Centricity Customer Satisfaction 108

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. Searching on the internet used to be about using keywords, but now it’s smarter!

Customer Experience 95

Customer Experience Technology User Experience Customer Satisfaction 95

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. In a recent episode of The Digital Customer Success Podcast , Totango’s SVP of Customer Success, Chris Dishman had an insightful conversation with host Alex Turkovic about digital customer success (CS) hot topics, including health sc

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Customer Success Touchpoint Customers Insights 105

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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

Optimove

NOVEMBER 27, 2023

Why It Matters: Lifecycle email marketing is a strategic approach that involves sending targeted and timely emails to customers throughout their entire journey with a brand. It’s designed to nurture customer relationships, enhance engagement, and ultimately contribute to increased customer retention and lifetime value. Utilize the following 10 strategies to get the right messages in front of the right customers at the right time — and gain their loyalty for life. 1.

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Marketing Loyalty Customer Relationships Customer Retention 69

Customer Enthusiast

NOVEMBER 27, 2023

This post is the fifth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to support leaders, managers, and supervisors in this effort. In summary, the first four steps are 1.

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Connections Management Leadership Engagement 62

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. These awards, part of the ICS Annual Conference , recognise and celebrate the organisations delivering outstanding customer experience, whether it be through people, initiatives or software like ours.

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Customer Satisfaction 2024 Healthcare 2010 62

ShepHyken

NOVEMBER 27, 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. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument.

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Article 2023 Customer Service Net Promoter Score 67

The DiJulius Group

NOVEMBER 27, 2023

You’ve spent months executing a new initiative to help streamline things for your team. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. The day arrives, the notice goes out to the team, Read Full Article The post How to Avoid your CX Initiatives from Being Another flavor of the Month appeared first on The DiJulius Group.

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Leadership Article Measurement Culture 92

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

Braze

NOVEMBER 27, 2023

To better understand SDKs and their value, let’s take a closer look at how they operate, challenge some common misconceptions, and explore how they can transform your customer experience—without weighing down your platform or team.

Customer Engagement 59

Customer Engagement Engagement Customers Customer Experience 59

Magellan Solutions

NOVEMBER 27, 2023

Have you heard that 81% of buyers say that experiencing good customer service increases their likelihood of making a repeat purchase ? In a world of choices, attention is crucial for your business to stand out. Exceptional customer service is a guiding light, capturing attention amidst many options. Creating a memorable experience is more important than making sales.

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Customer Service Exceptional Customer Service Customer Satisfaction Customer Centricity 52

SAP Customer Experience

NOVEMBER 27, 2023

Virtual November 23, 2023 Agenda Slides & Recording Dear Valued Customer, The SAP Premium Engagement Session ‘Replatforming – Integration strategy for the transition to cloud and hybrid landscapes’ took place virtually on November 23, 2023. Please find the agenda here. The slides of the workshop can be found here and.

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2023 Workshop Engagement Customers 56

Clarivate

NOVEMBER 27, 2023

A new global survey captures community challenges and views on the future of research A new report from Research Professional TM News, an editorially independent part of Clarivate TM , explores the key priorities, challenges and drivers of change for academic research offices. Based on a global survey of more than 1,600 research office staff and researchers, Research Offices of the Future provides a comprehensive snapshot of the current state of research offices and their relationship with resea

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Measurement Download Engagement Information 69

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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

2020 Research

NOVEMBER 27, 2023

Sago President Isaac Rogers hosted an “Ask Me Anything” webinar that was all about unraveling the mind-blowing changes happening in the industry. We dove deep into the juicy details, discussing burning questions like where businesses should put their money during these unpredictable times. Read on as we unravel more of Isaac’s enlightening answers to your pressing queries.

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Webinar 2024 Definition Healthcare 59

Kapta Customer Success

NOVEMBER 27, 2023

Hitting your business goals would be more difficult without key account managers. Here are their many contributions to your long-term business growth and success.

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Management Customer Engagement Customer Success Engagement 59

SAP Customer Experience

NOVEMBER 27, 2023

Virtual 22 de Novembro, 2023 Agenda Caro cliente, Temos o prazer de o convidar para o SAP MaxAttention Innovation Workshop focado em ‘Downtime Optimized Conversion for SAP S/4HANA’ que terá lugar virtualmente a 22 de novembro de 2023. Consulte a agenda atual aqui. No mundo atual, as organizações que inovam.

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Workshop 2023 Innovation Consulting 61

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Totango’s SVP of Customer Success Chris Dishman recently sat down with the Customer Success Collective in an exclusive episode of the CS School Podcast where he offered some keen insights into how to create and foster a harmonious relationship between sales and CS.

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Sales Document Customer Success Communication 71

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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

SAP Customer Experience

NOVEMBER 27, 2023

Virtual November 21, 2023 Agenda Dear Valued Customer, We are pleased to invite you to the SAP MaxAttention Innovation Workshop focusing on ‘SAP Business Technology Platform – Unleash the Power of Business Data” taking place virtually on November 21, 2023. Please find the agenda here. As SAP ERP users, you.

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Workshop 2023 Innovation Technology 57

Zonka Feedback

NOVEMBER 27, 2023

Closed-ended questions are survey or feedback form questions that provide customers some predefined choices of answers to choose from, which may be in the form of options like Yes or No, ratings from 0 to 10, opinions from Strongly Agree to Strongly Disagree, or a range of options depending upon the context of the question. Basically, the customer is not asked to write their opinion in their own words.

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Feedback Customers Management 52

SAP Customer Experience

NOVEMBER 27, 2023

Virtual Noviembre 22, 2023 Agenda Estimado Cliente, Nos complace invitarlo al SAP MaxAttention Innovation Workshop centrado en ‘Downtime Optimized Conversion for SAP S/4HANA’ que tendrá lugar virtualmente el 22 de noviembre de 2023. Por favor encuentre la agenda actual aquí. En el mundo actual, las organizaciones que innovan más rápido.

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Workshop 2023 Innovation Customer Experience 53

Uplight

NOVEMBER 27, 2023

Learn about the highlights of Uplight’s summer Demand Response (DR) season from Emma Nault, Operations Analyst for Uplight’s Intelligent Orchestration team. Discover how we achieved a remarkable 81% growth in our portfolio, dispatched over 400 MW, and maintained an average customer satisfaction score of 77, 50% higher than the industry norm. Watch the video to Read More The post A Recap of Uplight’s Summer Demand Response Success appeared first on Uplight.

Customer Satisfaction 52

Customer Satisfaction Customers 52

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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.

Customer Experience

Forrester's Customer Insights

NOVEMBER 27, 2023

What OpenAI’s Future Monetization Model Might Mean For The Company — And For You OpenAI has been all over the news recently, for all the wrong reasons. A dramatic showdown between members of the board of directors, company executives, investors, and even employees caught everyone’s attention.

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Insights 56

SurveySensum

NOVEMBER 27, 2023

Imagine you spend most of your time on social media apps because you love sharing pictures. But today you’re unable to upload multiple photos in one post – a technical glitch. Now after a few days, while using the app (as you’re a frequent user), an in-app survey popped up. You leveraged this moment and explained the issue step by step. You gave detailed feedback and suggested making it easier to add multiple pictures and organize them in a single post.

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Feedback Social Media Roadmap Demo 52

Forrester's Customer Insights

NOVEMBER 27, 2023

What exactly is the current state of B2B marketing measurement, what do B2B marketing leaders need to look out for, and what can be improved? Here are five key measurement observations from Forrester’s Marketing Survey, 2023.

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2023 B2B Measurement Marketing 35

BirdEye

NOVEMBER 27, 2023

Online reviews wield immense power. Yet, lurking amidst the genuine feedback are deceptive whispers—fake reviews. They can tarnish your image and mislead customers. According to a Birdeye survey , customers check online reviews 68% of the time before engaging with a local business. This makes it super important for you to showcase positive reviews and filter fake reviews to safeguard your brand’s integrity.

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Consumers Demo Feedback Brands 57

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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