SmartKarrot
AUGUST 27, 2021
You might be wondering what makes a good customer satisfaction score in your industry. If only there were a way out to compare your performance with your competitors. That is when the underlying concept of benchmarking has made lives easier. By comparing your survey scores with the scores of your competitors, you tend to add more context to your scores.
Optimove
AUGUST 26, 2021
Out with the old, in with the new! Sounds like some fashion brand’s motto? Might be. One thing’s for sure – when talking about customers, it’s a horrible strategy for brands, even for the wealthiest amongst them. See, brands that are great at spending money on acquisition and are getting lots of people to buy with them in the first place – will not be able to make the next leap in revenue and ROI unless they learn how to keep these customers coming back.
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Qualtrics
AUGUST 26, 2021
Foster a culture of inclusion at your organization with these actionable steps. It’s better for your people – and your business. Looking for ways to design inclusion into your everyday work life, but not sure how to get started? We’ve taken a closer look at what it means for a workplace to be inclusive (and diverse), the benefits of fostering inclusion at work, as well as shared some practical tips for designing an inclusive workplace – advice you can take action on today.
Alida
AUGUST 24, 2021
There’s no doubt about it: The pandemic turned media streaming from a rising star to a consumer staple.
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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.
ShepHyken
AUGUST 27, 2021
This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kustomer
AUGUST 24, 2021
The nature of the customer experience within e-commerce has never been more vital to the life of a brand than it is at this moment. While e-commerce (buying over the internet) has been growing in leaps and bounds before the pandemic, online shopping quite simply exploded in 2020. In August and September, Digital Commerce 360 asked 100 e-commerce executives what their budgetary priorities were for the coming year and 51% reported back that e-commerce platforms were at the top of their list.
Myra Golden
AUGUST 26, 2021
It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy.
ShepHyken
AUGUST 25, 2021
I’m always frustrated when I call a customer support number that I’ve called before and have to retell my story. The same goes for when I’m transferred to another person. There is no need for this. . I recently posted that message to social media. My friend and fellow customer service and experience expert Jason Bradshaw responded that the same thing happens with online chat.
Thematic
AUGUST 25, 2021
Each month, Thematic hosts a virtual roundtable for CX & insights professionals within our community. Together, we discuss how we’re seeing this space evolving and swap notes on best practices! Join our community here. This month our members joined the call ready dive into the field of sharing insights. We came prepared to express our failures and successes and find some common ground around best practices.
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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.
One Millimeter Mindset
AUGUST 25, 2021
You and I operate according to a series to basic assumptions which are part of the culture of our professional disciplines. What are yours? Professional assumptions are beliefs taken to be true, even if there is inconclusive proof. Over time, professional assumptions are rationales – as well as excuses – for how you respond to just about any scenario that makes you professionally uncomfortable.
The DiJulius Group
AUGUST 23, 2021
We are really buying time from Amazon People don’t buy products from Amazon, they buy time. “We offer low prices, vast selection, and fast delivery, but imagine we ignore all of that for the purpose of this estimate and value only one thing: we save customers time,” says Jeff Bezos. “Customers complete 28% of purchases. Read Full Article. The post Amazon Saves you 75 Hours a Year appeared first on The DiJulius Group.
ShepHyken
AUGUST 24, 2021
Managing Customer Success. Preventing Customer Churn. Shep Hyken interviews Philipp Wolf, CEO of Custify , a company that helps SaaS businesses deliver great results for customers. They discuss how to utilize customer information and behavior to help ensure customer success. Top Takeaways: – Customer service can be reactive. It typically happens when a customer reaches out (via phone, chat, email, or other channels) because they have a problem, and the customer service department helps the
Kustomer
AUGUST 26, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen flies solo as he recounts an interesting leadership phone call, during which he realizes what tools businesses need to be customer focused. He spills the secrets to success you don’t want to miss out on. Listen to the full podcast to learn more!
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!
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ViiBE Blog
AUGUST 25, 2021
ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. August 25, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Contents. Share this article. Share on facebook. Share on twitter.
CSM Magazine
AUGUST 23, 2021
Supporting your customers by going the extra mile with enhanced support leads to happy customers and long-term loyalty. Understanding what is important to customers and what support and services will help make their lives easier is vital to ensuring that you keep your customers happy and build strong customer relationships. Great customer experiences are based on responsiveness, personalization, engagement, and being proactive with helpful solutions.
ShepHyken
AUGUST 23, 2021
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. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. (Retail Dive) A survey this year from Piplsay found that a large majority of consumers who had visited an Amazon Go store that incorporated frictionless shopping and checkout found th
Kustomer
AUGUST 23, 2021
You probably don’t need me to tell you that the pandemic has caused a dramatic shift in how we do business. But do you know just how dramatic a shift we’re talking about? At the height of COVID-19, e-commerce saw 10 years of growth in just 90 days, with a whopping 84% of consumers moving their shopping online. Brands are now actively expanding their global footprint, knowing that they can no longer rely on traditional marketing methods like advertising to grow.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ChurnZero
AUGUST 27, 2021
This is a guest blog post by Shoshana Luria from PandaDoc. Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. Customer Success Managers (CSMs) are responsible for collecting and analyzing customer feedback, managing customer communications, and setting up self-service resources. Among all of the responsibilities of a CSM, their number one priority is to have high-value conversations with customers.
CSM Magazine
AUGUST 24, 2021
Recently hundreds of thousands of people have been ‘pinged’ by the NHS COVID-19 app to alert them to isolate due to close contact with someone who has tested positive for the virus. This phenomena, labelled the ‘pingdemic’, has resulted in 600,000 people being told to isolate by the NHS COVID app in one week, causing disruption to services across the country and widespread staff shortages.
Lithium
AUGUST 23, 2021
Lucas Diorio ( ), Social Media Manager at GTB, joins us for an episode of Titans of Customer Engagement to discuss his ideas on how to keep up in an ever-changing digital landscape. Don't forget to share with your peers , leave us a rating or review, and continue the conversation in the comments section! Hit that subscribe button wherever you listen to your favorite podcasts!
Playvox
AUGUST 25, 2021
As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. More than just a cost center, modern customer experience organizations are now responsible for support, as well as customer acquisition, retention, cross-selling, and upselling.
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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.
ChurnZero
AUGUST 25, 2021
Assessing customer satisfaction is crucial and has become an important part of driving growth for a variety of businesses. A Net Promoter Score (NPS) ® is one popular way of measuring customer satisfaction in a way that’s easy to understand. It will help you set benchmarks to get a clear picture of your performance with your customers. Let’s start with the basics.
Kustomer
AUGUST 25, 2021
Buyer expectations are higher than ever, and providing fast, effortless, and personalized support is no longer an advantage — it’s a necessity. According to research by PwC, 73% of consumers consider customer experience an important factor in purchasing decisions. Yet, only 49% believe companies provide a good customer experience, and one in three (32%) will walk away from a brand they love after just one negative experience.
Lumoa
AUGUST 23, 2021
Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition.
TechSee
AUGUST 24, 2021
After scrambling to set up remote working environments at the start of the pandemic, enterprises have largely recognized its advantages and adopted the WFH model. This new era has catapulted IT into a front-seat role as remote workers rely on IT to keep them connected daily, especially because popping into the next cubicle is no longer an option. IT expertise is particularly in demand when the remote workforce experiences technical issues – and they do, often.
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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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