Gainsight

APRIL 10, 2023

By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game. Everything from how we serve our customers, retain them, and grow our business has changed—customer retention is no longer a nice-to-have, it’s a critical growth

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Daniel Group

APRIL 10, 2023

Welcome to Success Strategies! CX Frontline Training: Are You Improving Your CX With Training? Learning the technical skills needed for your job is important. So are those so-called “soft skills.” The way you communicate with customers over the phone and in person. Too often, short shrift is given to this type of training, yet is essential for at least three reasons: Our research shows that effective communication often distinguishes between a great and a not-so-good customer experie

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Customer Service Training 2023 Communication Blog 52

ShepHyken

APRIL 10, 2023

Top Takeaways: Over the last 20 years, organizations have been busy improving the functional experience (doing more things, faster, and cheaper than ever before) at the expense of the emotional, human experience. In his book, The Human Experience , John Sills shares the three myths that create poor customer service. Myth #1. The Myth of Customer Feedback.

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Return on Investment Poor Customer Service Contact Center Books 62

BirdEye

APRIL 12, 2023

In today’s fast-paced business world, building and maintaining strong customer relationships is crucial for success. That’s where Customer Relationship Management (CRM) comes in. CRM software helps drive sales growth by helping the business manage customer relationships, build customer loyalty, and enhance the overall brand image. With the ability to store and manage customer information, automate processes, and provide personalized experiences, CRM technology is essential for any co

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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

ShepHyken

APRIL 11, 2023

The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals.

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Sports Customer Service Customer Service Training Customers 147

Experience Investigators by 360Connext

APRIL 11, 2023

Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR “high grade; superiority; excellence: wood grain of quality.” OR “native excellence or superiority.” Where does quali

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Customer Journey Mapping Banking B2B Definition 162

BlueOcean

APRIL 14, 2023

What if you could learn about a new technology just by directly asking it questions? That’s not always an option, but in the case of ChatGPT, the AI chatbot taking the world by storm, it made all the sense in the world. So with this concept in mind, we decided to approximate a podcast interview with ChatGPT on the latest episode of Deep CX. Amy Bennet, our intrepid host, wrote ChatGPT some probing questions about the customer experience, which generated some intriguing answers.

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Government Customer Service Representative Technology Definition 156

Retently

APRIL 11, 2023

There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth. They mean that your product or service delivers significant, measurable benefits.

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Net Promoter Score NPS Customer Satisfaction Measurement 158

BirdEye

APRIL 13, 2023

Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. With billions of active users across platforms, social media advertising offers a level playing field to reach a vast audience and build brand awareness. In this blog post, we will explore social media advertising and the different types of ads and discuss best practices for creating effective social media ad campaigns that drive results.

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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

Method:CRM

APRIL 11, 2023

Are you looking for a way to keep your customers satisfied and less stressed with their payment experience? A Xero customer portal is a great way to reap benefits like fast payment processing, which are sure to keep customers coming back. In this article, you’ll learn all the benefits of a Xero customer portal. You’ll also get a step-by-step walk-through on how to create a Xero customer portal.

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Banking Financial Document Customers 94

IntouchInsight

APRIL 11, 2023

At Intouch Insight, we believe in making data-driven decisions. In addition to the software and services we provide our partners, we conduct ongoing consumer research to help keep brands informed of changes in consumer expectations and habits.

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SaleMove

APRIL 14, 2023

Community banks contribute to their communities in many ways. During Community Banking Month, we highlight & celebrate their impact. The post Community Banking Month: Celebrating the Impact of Community Bankers appeared first on Glia Blog | Digital Customer Service Explained.

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Banking Blog Customer Service Customers 83

Beyond Philosophy

APRIL 13, 2023

FOMO, or fear of missing out, is a powerful marketing tool. The acronym denotes how we do things because we are worried about regretting not doing them later. In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. I witnessed the ubiquity of FOMO while watching the latest Avatar movie.

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Social Media Marketing 2021 Events 78

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

One Millimeter Mindset

APRIL 12, 2023

How do you rate your ability to professionally translate what your team delivers to clients? In my consulting, mentoring and speaking collaborations, I ask professionals like you to define what their desired outcome looks like from our mutual experience. Often, I hear phrases like: “ I want you to take my business to the next level,” or “I want you to help me fast-track my career.

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BirdEye

APRIL 11, 2023

Benjamin Franklin said, “If you fail to plan, you plan to fail.” A business strategy template is a must-have tool for establishing business objectives and actions needed to reach your goals. It also brings alignment and cohesiveness to all your business activities. In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business.

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ThriveableBiz

APRIL 11, 2023

This year is continuing to be unpredictable for small business, throwing both obstacles and opportunities in our path. Here we offer a countdown of 23 actions you can take to navigate through 2023. Not in order of importance but a simple map of steps you can take to set yourself up to thrive. So, let's get into our top 23 tips for small business. 23.

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Team Support

APRIL 12, 2023

Any customer support team receives a range of customer requests throughout the day. These can include requests for adding new users, “how-to” questions, password retrieval, and more. The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request.

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Management Document Download Customers 98

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.

Customer Insights

MyCustomer

APRIL 13, 2023

Loyalty CX Leader Session: CX & the cost-of-living crisis

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Customer Experience Management Customer Experience Management Loyalty 74

BirdEye

APRIL 14, 2023

Managing finances is an essential aspect of operating a successful small business. With many small business accounting software options available today, selecting the perfect one for your needs can be overwhelming. That’s why we aim to make this decision-making process easier and more efficient. We’ll dive into why accounting software is a game-changer and share insider tips for choosing the best accounting software for small business models like yours.

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Financial Banking E-support E Commerce 98

ShepHyken

APRIL 14, 2023

This week, we feature an article by Nicole Kyle, Managing Director and Co-Founder of CMP Research. She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. Customer contact agents hold one of the most important keys to the success of any business in the palms of their hands – customer satisfaction.

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Contact Center 2023 Customer Satisfaction Article 68

Thematic

APRIL 13, 2023

How can you empower customers and product teams with insights that matter? Atlassian sells team collaboration software, including Jira, Confluence and Trello. Thousands of our users seek help every month, providing feedback, both publicly and privately. With over 30 years of experience in CX and EX, I understand the importance of listening to customers.

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Feedback Roadmap Culture Insights 71

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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

Happy or Not

APRIL 13, 2023

What is NPS and how it works NPS is often held up as the gold standard customer experience metric. First developed in 2003 by Bain and Company, it’s now used by millions of businesses to measure and track how they’re perceived by their customers. The system is based on a single question that asks customers to rate, on a scale of 0-10, how likely they are to recommend a company to a friend or colleague.

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Net Promoter Score NPS 2003 Customer Satisfaction 69

dscout People Nerds

APRIL 12, 2023

Having invested stakeholders can make or break all of your work. How do you cultivate great relationships for many projects to come? We conducted a study to find out.

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Engagement 87

Comm100

APRIL 13, 2023

In today’s fast-paced world, customers demand quick and efficient service. They want to interact with businesses on their own terms and get their queries resolved as soon as possible. Long wait times and uncertainty in the queueing process can quickly turn a positive customer experience into a negative one. This is where Comm100 Queue Management comes in, helping support teams to streamline their queueing process and enhance customer satisfaction.

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Management Customer Satisfaction Loyalty Customers 62

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Have you also considered ICPs as your key to cost containment as well as EPS (earnings per share) growth? Selling to the right type of customers makes everything better.

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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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