Customer Think
OCTOBER 1, 2023
If you’ve worked in the customer support industry you can relate. I remember the first time it happened to me. My day was going smoothly until I got the dreaded email—the one that has cascaded its way through the organization and landed in my inbox to resolve.
Customer Think
OCTOBER 1, 2023
Marketing teams today face a data paradox. Customer data constantly pours in from websites, social media, email campaigns, online ads and countless other channels. This goldmine of information — especially first-party data — holds immense potential to provide insights and guide marketing strategy and tactics.
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Customer Think
OCTOBER 1, 2023
When you’re bringing customer feedback and other customer data from across the organization together to get that holistic view of the customer’s journey and then using that to not only design and deliver a seamless omnichannel experience but also to orchestrate journeys, you’ve reached a high level of VOC maturity. To that every brand should say, “#Goals!
Customer Think
OCTOBER 1, 2023
Statistical significance is the gold standard of reliability in research. But what does it really mean in customer insights research? And can you make informed decisions without it? What is statistical significance? The first question to come up in any customer research readout is always, “Are these results statistically significant?
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Customer Think
OCTOBER 1, 2023
When a company truly prioritizes its customers’ needs, it takes its offerings from good to great. It elevates a product into an experience that can both retain existing customers and attract new ones. In my experience, I’ve found that this customer-centric principle applies regardless of whether you’re manufacturing pincushions or F-16 jets.
Customer Think
OCTOBER 1, 2023
The customer may “always be right,” but do yours have a seat at the table? Not every organization needs to take it as far as Amazon and include an empty chair in every meeting as a symbolic reminder of their customers.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
OCTOBER 1, 2023
For marketers, doing more with less can be a good thing if done right. In recent years, the integration of artificial intelligence (AI) and automation has ushered in a transformative shift in the workplace across industries.
Customer Think
OCTOBER 1, 2023
In today’s digital landscape, personalization is the name of the game. Customers crave tailored experiences, and businesses, especially in the financial sector, have been quick to oblige. Historically, third-party cookies allowed marketers to track customers’ online movements, enabling the delivery of highly customized ads. However, the winds of change are blowing.
Customer Think
OCTOBER 1, 2023
If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by which I mean, you have to take action on what you’ve learned there. Otherwise (as I’ve written recently), you’re simply throwing your money away with surveys, interviews, and the like. [.
Customer Think
OCTOBER 1, 2023
The table above uses data from Objective Management Group (OMG), which has assessed close to 2.4 million salespeople. The data shows that 43% of all salespeople are uncomfortable talking about money and while the top 10% have no such problem, 71% of the bottom 10% are too uncomfortable to talk about money. These are the 10 things that happen when salespeople are uncomfortable with the finance-specific milestones of the sales process: The post The 10 Avoidable Things That Occur When Salespeople
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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.
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