Intercom, Inc.

SEPTEMBER 17, 2019

Onboarding is a holistic, ongoing process sitting at the intersection of many different teams: product, sales, marketing, customer engagement and business operations. A customer’s onboarding may start with them visiting your website and choosing to purchase your product or service. But it should also persist as they learn how to use your product and become a confident power user who discovers continued value in your product over time.

Start-ups 188

Start-ups Gaming Sales Engineering 188

Callminer

SEPTEMBER 15, 2019

Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit your company.

182

182

Beyond Philosophy

SEPTEMBER 20, 2019

How To Overcome Organizational Silo’s To Make Progress. In The Fellowship of the Ring , Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that since the Ring was a problem for all of Middle Earth, everyone should be involved.

CX 114

CX Customer Loyalty Customer Experience Management Sales 114

Lumoa

SEPTEMBER 16, 2019

What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period.

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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

Intercom, Inc.

SEPTEMBER 19, 2019

Some leaders mistake internal competitiveness for toxicity, opting instead to exclusively focus on collaboration. They avoid any internal ranking, out of fear that the workplace will become negative – or politically charged. This is the recipe for a mediocre sales team. Like a sports franchise, a top team should be both collaborative and competitive.

Sales 184

Sales Sports Start-ups Gaming 184

Callminer

SEPTEMBER 16, 2019

We are excited to host our first UK Customer Forum 25 September in London, bringing together our analyst community from our UK customers base.

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140

Fonolo

SEPTEMBER 19, 2019

Your airline has updated your flight details, shortening an already tight connection time. After being on hold for 45 minutes, you spend a slow afternoon going back and forth with an agent before you are finally booked on another flight. Just as you’re about to hang up, the agent asks, “By the way, would you like to upgrade to our Premium Economy for only $70 more?”.

Customer Service 96

Customer Service Sales Customer Experience Contact Center 96

Intercom, Inc.

SEPTEMBER 18, 2019

Your potential customers see dozens, sometimes hundreds, of marketing messages every day and everywhere: on social media, on their phones, on billboards as they drive down the street. But this kind of marketing has a low success rate. Why? It’s all about context. When a prospect is watching TV or running errands, they’re not thinking about what kind of software to buy for their business.

Sales 36

Sales Start-ups Customer Retention Machine Learning 36

Heart of the Customer

SEPTEMBER 19, 2019

CX Day is coming on October 1 – you can learn more at www.cxday.org. It’s your annual moment to make a splash. You’re always looking for ways to bring your customers to life for your employees – here’s a great opportunity. CX Day, sponsored by the CXPA, gives you the excuse to get in front […]. The post Make a Splash on CX Day appeared first on Heart of the Customer.

CX 74

CX Voice of the Customer Customer Experience 74

Totango

SEPTEMBER 17, 2019

Hidden inside customer data, there are many opportunities to grow and improve your brand, but what if you don’t know what to look for? Say your customer just completed onboarding quicker than the average user, but you missed the chance to recognize their success. How do you build that relationship if your team does not have the right tools to engage intelligently with customers?

Customer Relationship 64

Customer Relationship Customer Experience CX 64

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VOC

UJET

SEPTEMBER 19, 2019

Consumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases. Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing.

Customer Experience 63

Customer Experience 63

Customer Bliss

SEPTEMBER 18, 2019

Today, I’m thrilled to bring you an on-the-road edition of my Daily Dose series. I was recently at a special CXPA member event at the Columbus Metropolitan Library, where I spent some time with Alison Circle, chief experience officer of the Columbus Metropolitan Library. . Alison brings more than 25 years of experience in marketing to her work at the Columbus Metropolitan Library, she’s a board member of the CXPA, and she has previously been a guest on my podcast. .

Mystery Shopper 62

Mystery Shopper Customer Survey 62

ClearAction

SEPTEMBER 19, 2019

Lors de la cérémonie funéraire, il est d’usage qu’un membre de la famille ou un proche prenne quelques minutes pour rendre hommage au défunt, sous la forme d’un éloge funéraire. Riche en émotions, cette oraison peut être difficile à préparer, puis à déclamer le jour même. Pourtant, c’est un moment important de la cérémonie, puisque cela donnera l’occasion à l’auditoire de se rappeler de la vie bien remplie du défunt.

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62

Totango

SEPTEMBER 20, 2019

5 Fun Memories That Made This An Event I Won’t Forget. Customer Success Summit – Team Edition wrapped up last Friday in New York City. Seeing everyone learning, collaborating and sharing was incredibly inspiring and made this definitively the Best Customer Success Summit ever. I filled my notebook with best practices and action items that can immediately impact performance, and I know you did too!

Gaming 62

Gaming Healthcare NPS Touchpoint 62

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

UJET

SEPTEMBER 18, 2019

Consumer demographics are changing. Baby boomers and Generation X are no longer the only age groups making key business decisions and purchases. Millennials (Generation Y) and Generation Z are becoming the dominant consumer demographic with buying power that is exponentially increasing. Millennials spend $600 billion annually in the United States with a $1 trillion dollar influence in consumer spending.

B2C 63

B2C Social Media B2B Technology 63

TeamSupport

SEPTEMBER 20, 2019

With more companies creating and expanding their customer success teams than ever before, it’s critical that leadership focuses on the right metrics to accurately gauge their work. Remember, this team isn’t just an extension of customer support, so common metrics like average ticket close time will fail at accurately representing their contribution to your company.

Net Promoter Score 60

Net Promoter Score NPS Customer Satisfaction Customer Relationship 60

ModSquad

SEPTEMBER 19, 2019

It’s a hard truth: If you have a business, you’ll get complaints. It’s something you can prepare for with proactive strategies. While we might wish that every interaction could go swimmingly, some won’t, and a valued customer will be displeased. Better to handle those inevitable situations with a pre-planned response than with a spontaneous reaction.

Start-ups 59

Start-ups Retail Customer Service Customer Experience 59

Totango

SEPTEMBER 19, 2019

Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Doing so will help you raise satisfaction rates and cultivate lifetime customers. By applying best practices, such as sharing data across teams and gathering multiple data points for each customer, you can operationalize data to yo

Start-ups 59

Start-ups Customer Relationship Customer Feedback Sales 59

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

C3Centricity

SEPTEMBER 16, 2019

As a customer first strategist (hopefully just like you), I spend a lot of my time searching how to better measure customer centricity for my clients. I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas.

Customer Satisfaction 56

Customer Satisfaction Social Media Customer Service Sales 56

ClientSuccess

SEPTEMBER 19, 2019

The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex. As platforms themselves become more innovative and functional, and as customers become more well-versed in how these solutions impact their business, CSMs are faced with more questions and challenges than ever before. While working with customers takes a certain type of person with a certain temperament, there are also specific skills CSMs must work on and develop in order to be successful. .

Start-ups 54

Start-ups Sales Innovation Technology 54

Customer Bliss

SEPTEMBER 19, 2019

How do you lead an organization’s CX when there’s no blueprint for you to follow? Well, you make your own! In today’s episode, Lisa Allen , the first Chief Patient Experience Officer at Johns Hopkins Hospital shares how she combined her experience and knowledge in anthropology to change the way the organization addresses patient experience.

Hospitality 54

Hospitality Hospitality Healthcare CX 54

The DiJulius Group

SEPTEMBER 18, 2019

The following is content taken from John’s new book The Relationship Economy, Building Stronger Customer Connections In The Digital Age. (October 2019 Greenleaf Books) Relationship-Building Strategy A study by the Relational Capital Group revealed that 89 percent of senior leaders believe that relationships are the most important factor in their success year over.

Customer Experience 53

Customer Experience 53

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

SEPTEMBER 17, 2019

52

52

ClientSuccess

SEPTEMBER 17, 2019

Here’s How (and Why) You Need to Create a Map of Your Customer’s Journey . As customer success professionals, we spend a lot of time and energy trying to enforce processes and procedures for our customers. After all, the right processes can help increase product utilization, satisfaction, and ultimately lead to upsells. It’s important to remember, however, that no two customers are the same, especially in the SaaS world.

Customer Journey Map 53

Customer Journey Map Touchpoint Education Sales 53

InteractionMetrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. It would mean a lot to me if you completed it. We hope you recommend us.” I get what he wants, but this is NOT how to do a survey. Essentially, my rep is pushing for the answers he wants his higher ups to see. But that’s not scientific data collection.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

ModSquad

SEPTEMBER 19, 2019

It’s a hard truth: If you have a business, you’ll get complaints. It’s something you can prepare for with proactive strategies. While we might wish that every interaction could go swimmingly, some won’t, and a valued customer will be displeased. Better to handle those inevitable situations with a pre-planned response than with a spontaneous reaction.

Start-ups 40

Start-ups Retail Customer Service Customer Experience 40

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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

Confirmit

SEPTEMBER 18, 2019

You’re probably aware of CX Day by now, but if you’re not, it is the brainchild of the Customer Experience Professionals Association ( CXPA ), a global non-profit organization specializing in the advancement and cultivation of the customer experience profession. This year, it takes place on October 1 st and it promises to be a wonderful global event.

CX 40

CX Non-Profits Education Voice of the Customer 40

Hodusoft

SEPTEMBER 15, 2019

HoduSoft, a leading VoIP software provider has gained fame for serving the global clientele with its high-quality, feature-rich, ready-to-use VoIP software for addressing business communication requirements. The company has added a new feather in the crown by providing ready-made HoduPBX- IP PBX Software to CLAMED, One of the Largest chains of pharmacies and drugstores in Brazil.

40

40

InteractionMetrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. It would mean a lot to me if you completed it. We hope you recommend us.” I get what he wants, but this is NOT how to do a survey. Essentially, my rep is pushing for the answers he wants his higher ups to see. But that’s not scientific data collection.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40

Qualtrics

SEPTEMBER 16, 2019

At Qualtrics we believe in experiences. We want to be sure we provide our employees the best employee experience possible. One way we do this is to offer to pay for an annual ‘Qualtrics Experience.’. After that, employees can decide when, where, and how to have this experience. Then share with us what they learned. This story is part of the ‘Qualtrics Experience’ blog series showcasing our employees and their ultimate experience.

Sales 36

Sales 36

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