InMoment XI

SEPTEMBER 6, 2022

If you want to get to know someone, the best way to get an accurate assessment is to ask them questions yourself. You may want to know what they like and don’t like, what makes them happy, sad, or angry, how they feel about specific topics, or anything else that gives you greater insight into their personality. The same is true when you’re trying to understand market research ; having an accurate assessment of your audience and their buying patterns will make all the difference when it comes to

Insights 370

Insights Information Marketing Document 370

Heart of the Customer

SEPTEMBER 9, 2022

We may not want to admit it, but we’re emotional beings. We attempt to make rational decisions, but despite our best intentions, our emotions continually sway us. Don’t take my word for it. Mountains of academic literature, articles, and studies explore the importance of emotions in decision-making. More recently, Daniel Kahneman raised mass-market awareness of […].

Article 148

Article Marketing ROI Metrics 148

Totango

SEPTEMBER 6, 2022

What Is a QBR? How to Make Quarterly Business Reviews Count. A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers. For a SaaS company, an excellent QBR strategy can help you ensure you’re providing a product experience that will make customers want to renew their subscription during renewal time.

Events 110

Events Customer Success Measurement Customer Journey 110

Gainsight

SEPTEMBER 5, 2022

Customer success (CS) didn’t start out digital but, rather, as a collection of practices to maintain customer relationships after a sale. Organizations felt their way toward a better understanding of their value, learning how to improve implementations and developing new solutions to serve customers as their businesses advanced. The process required a lot of hands-on attention, with new departments and customer success agents being added to meet evolving needs.

Customer Journey 98

Customer Journey E-support Touchpoint Webinar 98

Advertisement

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

InMoment XI

SEPTEMBER 7, 2022

Have you ever needed to get information from your customers, but weren’t sure what the best way to get it was? Or you weren’t sure which questions were the right ones to ask? Or you simply don’t have the time to build an entirely new survey from scratch? That’s where survey templates come in. Whether you are a small business owner looking to run your first survey, or you’re building a new transactional survey for all your locations nationwide, survey templates are there to guide you through the

Feedback 195

Feedback Measurement Customers Events 195

Kustomer

SEPTEMBER 6, 2022

In the span of two decades, social media has gone from being an afterthought to being an integral component of pretty much all modern marketing and support strategies, as well as sales funnels. In this post, we’ll be taking a look at an approach to customer relationship management (CRM) that places social media and the data it can create front and center of efforts to build and develop strong relationships with your customers.

Customer Relationship Management 96

Customer Relationship Management Customer Relationships Social Media Management 96

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them!

Customer Success 98

Customer Success Customer Satisfaction Customer Retention Customers 98

Feedbackly

SEPTEMBER 8, 2022

From influencing impulsive purchases to building loyalty, CX can be a transformative strategy for your brand’s success. But, reaping the full benefits of CX.

Customer Experience 98

Customer Experience Loyalty Customers Feedback 98

Team Support

SEPTEMBER 8, 2022

Imagine you just bought a brand new guitar and you’re ready to shred. Your amp is on and set high, your cords are all plugged in, you’re ready to jam. You strum an E major chord only to find that it plays an F minor – not good. You just want to noodle over Baba O’Reilly but now you have to call support, explain a whole spiel, and potentially deal with long wait times and some irritating back-and-forth until you can finally realize your inner Sister Rosetta Tharpe.

E-support 98

E-support B2B Webinar Customer Centricity 98

Advertisement

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

BirdEye

SEPTEMBER 8, 2022

A Gartner study found that text message open rates are as high as 98%, and nearly 45% of texts receive a reply. Texting – also known as SMS messaging – is how modern customers prefer to communicate. Your business needs an SMS marketing strategy if you want to meet your customers where they are – and it’s much easier to organize contacts, manage campaigns, and send messages from an SMS marketing platform.

Marketing 98

Marketing Connections Sales Communication 98

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. More companies all the time are experiencing the benefits of live chat , but how does one maximize these benefits? By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior cust

Customer Service 98

Customer Service ROI Apparel Customer Service Representative 98

Alida

SEPTEMBER 8, 2022

A customer-centric approach goes beyond selling products and services. It aims to understand the customer and establish long lasting relationships.

Customer Centricity 130

Customer Centricity Customer Focused Customers Customer Experience 130

Team Support

SEPTEMBER 6, 2022

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric. If you didn’t raise your hand at all – and not only because you are in a public space and are wary of strangers seeing you perform erratic movements – then you better quickly learn why your B2B business needs to be customer centric.

Customer Centricity 98

Customer Centricity B2B Culture Customers 98

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Totango

SEPTEMBER 9, 2022

How to Make Your QBR Meeting Agenda Count. A quarterly business review (QBR) allows you to bring together your executives and your clients’ executives to assess the health of their business and your relationship, discuss their future goals and plans, and strategize how you can deliver more value to them. These meetings can play a crucial role in your customers’ overall health and success.

Presentation 19

Presentation Metrics Customer Success B2B 19

Playvox

SEPTEMBER 6, 2022

The road to the contact center of the future is winding and uncertain. Flexibility, though, is the key to a smoother ride. Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. You’ll increase engagement now and optimize performance long-term. Research from Playvox — including the real-world experiences and perspectives of contact center leaders and agents — uncovers data and practical insights on the state of contact center remote w

Contact Center 86

Contact Center Connections Engagement 2024 86

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Both Miller and Bhambri had to adapt their teams to the new CX issues spawning from the COVID-19 pandemic.

Customer Expectations 85

Customer Expectations Management Communication Customers 85

One Millimeter Mindset

SEPTEMBER 7, 2022

Do you describe yourself as intellectually curious? Those small actions you choose to do as part of your daily personal and professional life become habits influencing your values, mindset, and performance. Perhaps it is time to do a bit of self-observation. For example, will you take the time to look up the crossword puzzle words which stymie you? Then what happens?

Leadership 85

Leadership Innovation Social Media Travel 85

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

MyCustomer

SEPTEMBER 8, 2022

Engagement What the economic climate means for CX leaders.

Customer Experience 90

Customer Experience Engagement Customers 90

IntouchInsight

SEPTEMBER 8, 2022

The rapid evolution of technology continues to impact every industry and raise consumer expectations around how brands incorporate it into their customer experience. The rise of 3rd party mobile ordering and delivery services has helped many businesses offer a mobile shopping experience quickly, but at a cost.

2022 117

2022 Consumers Technology Brands 117

ShepHyken

SEPTEMBER 9, 2022

This week, we feature an article by Juan Jaramillo, Performance Marketing Director for Cordial , a cross-channel marketing and data platform. He shares how cross-channel marketing helps organizations offer consistent messaging across various media and devices. Marketers have talked about multi-channel marketing for years. Customers engage with businesses through various means, such as email, social media, and text.

Multi-Channel 83

Multi-Channel Marketing Social Media Sales 83

Beyond Philosophy

SEPTEMBER 3, 2022

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement

ROI 113

ROI Net Promoter Score Customer Experience Consulting 113

Advertisement

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

The DiJulius Group

SEPTEMBER 6, 2022

There is irrefutable evidence that the best customer experience brands from every industry outperform their competitors and the stock market by a significant margin, in any economy—yet often there are regrets about the customer experience that CEOs have on their deathbed, having been caught up in the short-term artificial gains. When profits are the sole.

Customer Experience 108

Customer Experience Article Customers Brands 108

Solvvy

SEPTEMBER 7, 2022

We live in a new era of expectations. Customers want accuracy, speed, and convenience when they’ve got an issue that needs to be resolved. That makes great CX essential, and we all know it when we experience it. We want fast accurate support and resolutions—24 hours a day, 7 days a week, 365 days a year—across every channel. . In fact, research shows that when brands provide customers with accurate answers and resolutions in real-time, customers are 30% more likely to make a pu

Webinar 106

Webinar Customers Customer Expectations Brands 106

ShepHyken

SEPTEMBER 7, 2022

In our customer service workshops , we do an exercise in which we ask participants what their favorite companies are to do business with and why. We almost always get Amazon as an answer. One of its success traits is communication. When a customer places an order, he or she is immediately notified by email. Another email is sent once the order ships with tracking information.

Communication 80

Communication B2C Workshop B2B 80

COPC

SEPTEMBER 9, 2022

WINTER PARK, Fla., Sept. 8, 2022 – COPC Inc. is pleased to announce a new partnership with the Contact Centre Management Group (CCMG) in South Africa. This partnership will provide the South African contact centre industry with research insights into its market and those it supports, ensuring improvement in professional competency. “The CCMG is very proud to partner with COPC Inc.,” says Sharon Haigh, CEO at CCMG. “Our quest to deliver global best practices with our designation

2012 99

2012 2022 Call Center Consulting 99

Advertisement

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.

White Paper