eglobalis
OCTOBER 3, 2023
How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.
Experience Investigators by 360Connext
OCTOBER 3, 2023
Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways? A lot of customer experience teams focus on collecting surveys. And they send the same surveys each quarter or year, like clockwork. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them.
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ShepHyken
OCTOBER 3, 2023
Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza.
BirdEye
OCTOBER 3, 2023
What do you do when someone leaves a negative review of your business online? Ignore it and hope it goes away? Delete it and pretend it never happened? These kinds of reactions are only natural — no one enjoys receiving negative feedback. However, according to customer experience expert Jay Baer, these reactions will only backfire. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negati
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.
Experience Investigators by 360Connext
OCTOBER 3, 2023
Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We’ve got you covered! This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. You’ll hear some insights and practical advice on why and when to refresh these important tools.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Help Scout
OCTOBER 3, 2023
Generative AI can be an incredibly powerful tool when implemented and used correctly. Here are four benefits of using AI in your customer service experience, as well as advice on how to do so responsibly.
CSM Magazine
OCTOBER 3, 2023
In today’s changing business world, companies often encounter various crises that can significantly impact their operations and reputation. Organizations must be prepared to navigate through times, whether it’s a downturn, a public relations scandal, or a global pandemic like COVID-19. One crucial aspect of weathering storms is the presence of crisis-ready teams that can maintain engagement and productivity.
Cyara
OCTOBER 3, 2023
We all know someone who loves a brand unconditionally – they simply can’t stop talking about their latest purchases and recommending that others buy from them as well. Over a decade ago, when Bain & Company started researching this behavior, they discovered a strong correlation with continued brand loyalty, and as a result today’s well-established Net Promoter Score (NPS) was developed.
CSM Magazine
OCTOBER 3, 2023
Jim Webber, Chief Scientist at Neo4j, believes that to get reliable answers, it is time to bolster ChatGPT with smart data. Generative AI in the form of ChatGPT has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. In a few short months, we’ve been dazzled as it has written code, composed music, and rewritten text in the style of Shakespeare.
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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.
SurveySensum
OCTOBER 3, 2023
Sarah, a dedicated automotive repair shop owner, was determined to take her business to the next level. She realized that along with top-notch service, it is also important to understand customers’ needs and satisfaction. Sarah initiated a customer satisfaction survey to gather insights on automotive customers’ experiences. Crafting the survey, she carefully selected questions to capture the essence.
SurveySparrow
OCTOBER 3, 2023
Sampling methods are the backbone of reliable research. Today, with information thrown at you from left and right, understanding the right techniques can make or break your findings. Imagine you’re staring out at a boundless ocean of data. You have a question, a hypothesis, and a thirst for understanding. Now, how do you pinpoint the exact piece of information that is a prerequisite for your research?
Optimove
OCTOBER 3, 2023
Player loyalty is the holy grail in iGaming, the secret sauce that guarantees the long-term success of iGaming operators. Optimove’s 2023 Report of Players’ Preferences in iGaming Marketing uncovers key insights to boost performance of marketing campaigns, gaming loyalty programs and more. Understanding the Player Landscape To effectively engage players it’s crucial to understand their behavior and preferences.
Gainsight
OCTOBER 3, 2023
It’s been said that success is a two-way street. Here at Gainsight, we prefer to say that success is a bi-directional integration, because, well, we’re nerds. But regardless of how you phrase it, the sentiment expressed really captures the spirit of the newly deepened partnership between Gainsight and HubSpot. This new, out-of-the-box integration will help our joint customers mine deep insights and deliver maximum value to their customers as they progress from sale to post-sale to renewal, and b
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.
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Forrester's Customer Insights
OCTOBER 3, 2023
Does your organization span regions, lines of business and brands? That makes scaling a customer experience measurement program more challenging; you need to balance consistency and oversight with adaptation and localization.
West Monroe
OCTOBER 3, 2023
Outsourcing. 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 as profitability pressures mount in today’s slow-growth economy—and outsourcing becomes an increasingly useful lever for business leaders to pull—it’s crucial that companies proactively address employees’ concerns and allow them to see the many bene
Forrester's Customer Insights
OCTOBER 3, 2023
Do you understand generative AI? Forrester’s data shows that 54% of AI decision-makers believe their organization’s executive team is “very familiar” with it — but we’ve observed widespread misunderstandings among execs of what it is, how it works behind the curtain, and what it can do.
Lithium
OCTOBER 3, 2023
Hello Atlas members! If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.
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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.
West Monroe
OCTOBER 3, 2023
Outsourcing. 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 as profitability pressures mount in today’s slow-growth economy—and outsourcing becomes an increasingly useful lever for business leaders to pull—it’s crucial that companies proactively address employees’ concerns and allow them to see the many bene
Gainsight
OCTOBER 3, 2023
What’s an LMS Platform? So, what’s an LMS platform? An LMS platform or learning management system is a software platform you can use to create, manage, deliver and optimize content for your customers, employees, partners or gig workers. What Are the Benefits of an LMS Platform? There’s a lot to gain by using an LMS platform to power your customer , employee, partner or gig workforce training program.
ReviewTrackers
OCTOBER 3, 2023
ReviewTrackers integrates with Apple Business Connect, empowering businesses to achieve higher accuracy and consistency of business data on location place cards within Apple Maps.
Alida
OCTOBER 3, 2023
Take your analytics and dashboards to the next level by leveraging benchmarks across products and metrics.
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.
SmartKarrot
OCTOBER 3, 2023
Customer Success Managers are at the heart of retaining and growing customer accounts. They help clients get value from the product or service. This is tied back to increased revenue and customer loyalty. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing.
Helpware
OCTOBER 3, 2023
Marketing is a cornerstone of thriving businesses, perpetually evolving with each technological leap. With the swift rise of AI, marketing strategies and approaches have undergone a significant transformation. In our recent conversation with Helpware VP of Marketing, Alexei Piskunov, he unveiled intriguing insights about the trajectory of this evolution, prevalent trends, and the horizon ahead.
Optimove
OCTOBER 3, 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 3, 2023
In this post, we explore how to boost user engagement with a proven playbook. Acquiring new customers is only half the battle in today’s extremely competitive market. To retain and grow your customer base, you need to focus on customer success and user engagement strategies that keep customers delighted and loyal. This comprehensive playbook will provide you with actionable insights to drive user engagement and achieve your desired outcomes. 1.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
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