ClientSuccess

JUNE 1, 2022

Modern CSMs – especially those working in a SaaS-based organization – are often responsible for more than what makes it into the job description. It is more than just working through an implementation or onboarding plan, providing ongoing support to customers throughout their lifecycle, and delivering on customer expectations. . Instead, modern CSMs are often asked to spearhead one of SaaS business’ most daunting and unpredictable aspects: customer churn. .

Customer Relationship 52

Customer Relationship Customer Relationship Management Customer Feedback Innovation 52

Callminer

JUNE 1, 2022

Want to know more about AI’s role in conversation intelligence? This blog looks at four eras of AI and the impact they’ve made on customer-centric companies.

AI 315

AI Innovation 315

Adrian Swinscoe

MAY 30, 2022

Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […]. The post Little personal touches can make all the difference – Interview with Jawad Malik of Idrese first appeared on Adrian Swinscoe.

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Inside Customer Service

JUNE 2, 2022

There's a good chance you and your colleagues have had a tortured conversation about customer service surveys. What type of survey is best? How many questions should it include? Are the scores all fair? That last one is a doozy. Executives worry whether a customer upset about a defective product will “unfairly” give the customer service team a low score on its post-transaction survey.

Customer Service 144

Customer Service Customer Satisfaction Customer Survey Customer Experience 144

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 Satisfaction

The DiJulius Group

MAY 30, 2022

You know you have a good business problem on your hands when, due to the demand for your services is so huge, the cities you operate are trying to declare a public nuisance because of traffic backups. As is the case happening for multiple cities where Chick-fil-A operates in. After all these years, Chick-fil-A restaurants. Read Full Article. The post Why Chick-fil-A is one of the Most Loved Brands appeared first on The DiJulius Group.

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125

Callminer

MAY 30, 2022

Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. The CallMiner Research Lab team explores several SVD applications.

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Shep Hyken

JUNE 1, 2022

The word narcissism is seldom used in a positive way. Google narcissism and you find the definition from Oxford Languages is “ an excessive interest in or admiration of oneself and one’s physical appearance. ” In medical terms, the Mayo Clinic says a narcissistic personality disorder is a mental condition in which people have an inflated sense of their own importance, a deep need for excessive attention and admiration, and a lack of empathy for others.

Customer Experience 116

Customer Experience Customer Service Customer Feedback 116

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Keeping in touch with your clients is the best way to minimize churn, but it can take considerable time if you do it manually.

Start-ups 113

Start-ups Sales Customer Satisfaction Customer Feedback 113

Doing CX Right

MAY 29, 2022

Michael Brenner, author of The Content Formula, and Mean People Suck, explains content marketing best practices to create impact and keep your brand at the forefront of peoples' minds when it's time to buy what you sell. The post Doing Customer Experience Right Through Content Marketing appeared first on Doing CX Right.

Customer Experience 111

Customer Experience CX 111

Hodusoft

JUNE 1, 2022

Leverage Auto Dialer Software to Boost Call Connect Rate Most businesses make calls to prospective customers as a strategic part of their operations. In every call center and contact center software auto dialer software outbound feature helps to dial out a set of contacts automatically. However, customer calling is such an overused activity that now, the customers have stopped answering most of the calls.

Contact Center 111

Contact Center Compliance CRM Business Operations 111

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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.

VOC

CommBox

JUNE 1, 2022

Generating qualified leads is no easy task. With so much raw data available at any given time, marketers are having a tough time not getting bogged down by the things that should have enabled them to do better. . Ergo, we must understand that data isn’t worth anything unless it can help you enhance your demand creation strategy. To ace your lead generation, you must understand the right metrics necessary for lead generation. .

Omnichannel 105

Omnichannel Sales CRM AI 105

Zendesk

JUNE 1, 2022

Despite companies investing more than ever in customer service, most consumers aren’t happy with their experiences. According to the Zendesk Customer Experience (CX) Trends Report 2022 , only 21 percent of shoppers say companies make it easy to interact with them. The best customer communication strategies arm your team with the tools and knowledge they need to engage with buyers according to their preferred communication methods and channels.

Social Media 98

Social Media Omnichannel Touchpoint Artificial Intelligence 98

Beyond Philosophy

JUNE 2, 2022

How do you know if someone trusts you? Is it what they share with you? How do they spend their time with you? Is it the language they use when talking about you or what they do when you aren’t around? I would argue it’s all of the above. But, also, these things are true about people’s trust in your life or customers on your sales reports.

Gaming 88

Gaming Social Media Start-ups Sales 88

Totango

MAY 31, 2022

Many organizations rely on quarterly business reviews (QBRs) as their dedicated opportunity to check in with customers and ensure their needs are being met. However, a quarterly meeting is often not enough to ensure that your customers are finding value in your product and are on track to achieve their strategic goals, or to alert you to any issues or changes that might need to be immediately addressed.

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Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Though there is no doubt that the shift to remote work took a period of adjustment for some individuals, it quickly became clear that many folks benefited from these changes.

E-commerce 81

E-commerce Contact Center Start-ups Technology 81

Qmatic

JUNE 1, 2022

Not wanting to hang around a hospital is universal. Patients are nervous, scared, and likely in pain. Plus, there are folks sneezing. It certainly can make for an uncomfortable and unhealthy situation.

Hospitality 80

Hospitality Hospitality Healthcare 80

Beyond Philosophy

MAY 28, 2022

How do you know if someone trusts you? Is it how they talk to you? How much time do they spend with you? What do they say about you when you aren’t around? We might argue the answer is D, all of the above. Plus, there are many other behaviors people have that indicate they trust you. Moreover, these things are true whether we are talking about people in your personal life or customers on your sales reports.

Management Consulting 88

Management Consulting Gaming Customer Experience Sales 88

Heart of the Customer

JUNE 3, 2022

As Heart of the Customer’s CX Practice Lead and a long-time marketing research practitioner, I’m always focused on gathering the most accurate data to answer the problem at hand. Why are sales lower than anticipated? Why is the customer retention rate lower than projected for certain product lines? What can we do to make it […]. The post Qualitative Research: Are Your Teams Up to the Task?

Customer Retention 78

Customer Retention CX Sales Voice of the Customer 78

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

AI

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Occupancy Rate is one of those terms a new employee may be unfamiliar with, and it’s important.

Contact Center 81

Contact Center Event Planning Hospitality Hospitality 81

Lumoa

JUNE 2, 2022

There is no doubt that customer feedback is one of the most valuable resources that companies have available. When used properly, reviews and other types of feedback allow enterprises to develop engaging marketing campaigns , design better products, and make strategic decisions based on what customers expect from their products and services. Nevertheless, learning how to use customer feedback to drive action poses a significant challenge, especially for organizations that leverage multiple chann

Customer Feedback 78

Customer Feedback Sentiment Analysis Touchpoint Start-ups 78

Shep Hyken

JUNE 3, 2022

This week, we feature an article by Rupert Jones, a financial independence geek who believes in the power of networking. He shares tips to help you encourage your customers to give you excellent reviews. As a business owner or freelancer, your clients are your lifeline. You want to do the best job possible, leaving clients raving about you. Some customers will willingly leave positive reviews on your website or other sites, but you may have to encourage other customers to do the same.?

Social Media 65

Social Media Customer Feedback Customer Service 65

Waypoint Group

JUNE 3, 2022

Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career. Part 3 in the Series: Expansion Selling Starts with Listening. The first and second installments of this series discussed the importance of optimizing Marketing’s time and resources by paying attention to Net Revenue Retention (NRR) and customer lifetime value.

Transportation 52

Transportation Start-ups CRM Sales 52

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Fonolo

JUNE 2, 2022

Two years of sporadic lockdowns have opened up the hiring landscape to more diverse workers, so it’s crucial to ensure you focus on inclusive agent engagement in your contact center. Though there is no doubt that the shift to remote work took a period of adjustment for some individuals, it quickly became clear that many folks benefited from these changes.

E-commerce 67

E-commerce Contact Center Start-ups Technology 67

Zendesk

JUNE 3, 2022

Growing your customer base is a hallmark of those early days, months, and years as a startup. But the work to grow your customer base doesn’t stop, even after multiple rounds of funding and an established foothold in the market. Startups know better than anyone that maintaining strong customer relationships drives growth through all stages of the business.

Customer Relationship 52

Customer Relationship Customer Feedback Direct Marketing Sales 52

Shep Hyken

MAY 31, 2022

Building the Most Customer Obsessed Company On the Planet. There Is No Such Thing as Over-communicating With Your Customers. Shep Hyken interviews Jeffrey T. Mezger, Chairman, President and Chief Executive Officer at KB Home , one of the most recognized brands in homebuilding. They discuss the goal of being customer-obsessed, how your organization can provide an excellent experience in spite of supply chain issues and other problems, and more.

Start-ups 61

Start-ups Customer Satisfaction Customer Service CX 61

Waypoint Group

JUNE 3, 2022

Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career. Part 3 in the Series: Listen For Growth. The first and second installments of this series discussed the importance of optimizing Marketing’s time and resources by paying attention to Net Revenue Retention (NRR) and customer lifetime value.

Transportation 52

Transportation CRM Sales VOC 52

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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.

AI

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Occupancy Rate is one of those terms a new employee may be unfamiliar with, and it’s important.

Contact Center 67

Contact Center Event Planning Hospitality Hospitality 67

Zonka Feedback

JUNE 2, 2022

The job of a CX manager or professional is to create experiences that are aligned with customers’ expectations from the brand. And with over 2 billion people shopping online in 2021, digital experiences have become just as important.

Customer Expectations 52

Customer Expectations CX 52

Shep Hyken

MAY 30, 2022

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. This is Where Rewards Programs Lose Most of Their Members by Jenn McMillen. (CustomerThink) Considering the cost of attracting new customers ­– one estimate is seven times more than keeping existing ones – many companies would do better to focus on retaining their engaged en

Customer Service 12

Customer Service Customer Retention Manufacturing Business Growth 12

Zendesk

JUNE 2, 2022

To deliver a seamless customer experience, businesses need a conversational CRM that makes it easy to connect their systems so data and work automatically flow across them. Unfortunately, companies often have to choose between pre-built solutions that don’t fit their business and custom solutions that are expensive and time-consuming. Zendesk can meet you in the middle.

CX 52

CX CRM Customer Experience 52

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

Technology