Interaction Metrics

JANUARY 23, 2024

That’s why we wanted to break down the range of customer survey program costs so you know what to expect and how to maximize value. After all, if you shave your costs down to a pittance but get minimal response and meaningless metrics – you’ve wasted resources. Value is what you get.”

Surveys 62

Surveys B2B CRM Metrics 62

Russel Lolacher

MAY 7, 2023

A few reasons why she is awesome  —  she is a keynote speaker and the name on the sign for Minette Norman Consulting LLC, helping leaders create more diverse, equitable and inclusive. Why organizations might not adopt psychological safety practices. Where to start in creating psychological safety. Okay, best.

Feedback 102

Feedback Engineering Personalization Consulting 102

Quality Contact Solutions

JULY 26, 2022

So instead, we’ve found that the sum of all the parts makes the most compelling scripts. The S Word The word ‘script’ is nuanced and has a perceived negative stigma, but why? For example, imagine a customer can only give you five minutes of their time. You don’t care how I am. It’s disingenuous.

Scripts 98

Scripts Call Center Telemarketing Best practices 98

ProProfs Blog

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Customer Loyalty Statistics 2020 You Shouldn’t Miss. What Loyal Consumers Want. “What can help me get committed and loyal customers?”. A question that every business is seeking an answer to.

Customer retention 164

Customer retention Sales B2B Marketing 164

Tethr

APRIL 9, 2021

In an inbound sales situation, how can you expect to disqualify someone, when the customer is the one who’s calling in? Some customers will tell you this at the beginning of a call; “Hey, I’m an existing customer,” but others might not be so transparent as they start talking. Listen to the original here.

B2C 68

B2C Sales Inbound sales Personalization 68

Toister Performance Solutions

JANUARY 21, 2021

You can read more about that definition here. Even worse, it doesn't focus on customers. Even worse, it doesn't focus on customers. What they don't do is focus on the results they are trying to achieve for the customer or how the customer benefits. This could be a group of 10, 100, or even thousands of people.

Surveys 71

Surveys Customer centricity Customer Service Customer Experience 71

Tethr

APRIL 9, 2021

In an inbound sales situation, how can you expect to disqualify someone, when the customer is the one who’s calling in? Some customers will tell you this at the beginning of a call; “Hey, I’m an existing customer,” but others might not be so transparent as they start talking. Listen to the original here.

B2C 62

B2C Sales Inbound sales Personalization 62

Tethr

APRIL 9, 2021

In an inbound sales situation, how can you expect to disqualify someone, when the customer is the one who’s calling in? Some customers will tell you this at the beginning of a call; “Hey, I’m an existing customer,” but others might not be so transparent as they start talking. Listen to the original here.

B2C 62

B2C Sales Inbound sales Personalization 62

Nicereply

APRIL 18, 2022

Desiree Gregory, Director of Global Support at DroneDeploy , shares that this is the reason she loves working in support. Desiree, Why is bringing new people starting in Support so exciting? When people come into support, there aren’t many who want to do it for 20 years, like you and me, and that’s ok!

Coaching 98

Coaching Personalization Feedback Management 98

Interaction Metrics

DECEMBER 13, 2023

To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program. These goals focus on upholding individuals of different races, sexual orientations, and backgrounds. DEI: Definitions Definitions matter.

Surveys 62

Surveys Benchmark Feedback Best practices 62

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. What data you need to get the investment in your Customer Success team. If you missed the webinar, you can watch it on demand. Q&A Recap.

SaaS 72

SaaS Metrics Surveys Customer retention 72

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. Do you know what your strengths are? Do you know what your strengths are? And here’s why she is awesome.

Personalization 98

Personalization Coaching Education Marketing 98

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. If you missed the webinar, you can watch it on-demand. You Mon Tsang , CEO & Founder, ChurnZero. You Mon Tsang , CEO & Founder, ChurnZero. I think you can actually do it. . Q&A Recap.

Benchmark 98

Benchmark SaaS B2B B2C 98

Joe Rawlinson

MAY 29, 2019

But while there are certainly plenty of opportunities for those that want to start an e-commerce business, success isn’t a given. But while there are certainly plenty of opportunities for those that want to start an e-commerce business, success isn’t a given. But how can you improve your sales using email marketing?

Sales 102

Sales Upselling Customer Support Marketing 102

Eptica

FEBRUARY 28, 2020

Date: Friday, February 28, 2020 Author: Pauline Ashenden - Marketing Manager Why you need to give consumers channel choice to drive engagement. But which channels do customers actually want to use, and when? Published on: February 28, 2020. Whichever the channel, consumers demand fast answers and a seamless experience.

Multichannel 72

Multichannel Self service Best practices Feedback 72

Callminer

MARCH 6, 2020

That’s why it’s important to ask the right questions when interviewing management candidates to identify those with the skills and capabilities required to lead your customer service team. Give me an example of a time you couldn’t solve a customer’s problem. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych.

Management 207

Management Customer Service Consulting Consulting 207

Amity

JANUARY 25, 2017

This is, after all, why so many Customer Success Professionals fall in love with the industry. So this week, we want to honour the Customer Success community and all the beautiful things that collaboration and exchange have brought about. • LinkedIn Groups. There are many Customer Success groups on LinkedIn.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

ChurnZero

SEPTEMBER 20, 2019

Uncover additional high value problems the customer should be considering that you can solve for them. No worries on if you missed this webinar (or even if you want to listen to it again), you can view the webinar on-demand here. But it will enable you to meet them really where they’re at. Q&A Recap.

Journey mapping 66

Journey mapping Marketing Customer retention Sales 66

NobelBiz

FEBRUARY 8, 2023

Chri sta Heibel : And so I was excited to see you start recently doing a lessons I’ve learned videos series this week is a good example… Understanding Core Values Steve Bederman: We’re doing a show on, core values and how the idea that people and businesses. That’s important to you. Steve Bederman on the CH Consulting Group Podcast.

Consulting 52

Consulting Consulting Contact Center Technology 52

Callminer

MARCH 6, 2020

That’s why it’s important to ask the right questions when interviewing management candidates to identify those with the skills and capabilities required to lead your customer service team. Give me an example of a time you couldn’t solve a customer’s problem. Meet Our Panel of HR Professionals & Hiring Managers: · Maksym Babych.

Management 182

Management Customer Service Consulting Consulting 182

Lumoa

APRIL 14, 2021

Although it’s evident that customer experience is a good thing to focus on, why is it still such a struggle to link improved customer experience with revenue growth and other operative metrics? Thank you for watching. Joining me for the first episode is my colleague, co-founder, and CEO of Lumoa Johanna Sinkkonen.

Customer Experience 94

Customer Experience Metrics Feedback Customer centricity 94

Russel Lolacher

NOVEMBER 21, 2022

A few reasons why she is awesome?—?she she is the former Senior Community Strategist (the first ever) at Shopify and was a strong voice in the creation of their Women’s Employee Resource Group. Why organizations would need a safe space. It was the understanding that you are not the only person that this happens to.

Personalization 59

Personalization Feedback Employee engagement Sales 59

Russel Lolacher

NOVEMBER 28, 2022

A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years. If I’m in a meeting and I tell people, you know what, I messed up, of course, I’m a human. PLAY AND SUBSCRIBE. KEY TAKEAWAYS.

Government 98

Government Employee engagement Management Personalization 98

Russel Lolacher

JANUARY 10, 2023

In this episode of Relationships at Work, Russel chats with organizational psychologist and SparkPath founder JP Michel on the importance of approaching career planning with a challenge mindset rather than solely on job titles and a “what do you want to be when you grow up” stance. How are you doing today?

Personalization 52

Personalization Engineering Employee engagement Marketing 52

Netomi

FEBRUARY 28, 2022

Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Alexandra has had an International career in both Europe and South America, and has worked across different industries with leading brands such as NH Hotel Group, Telefonica, Citibank & BPOs companies. Register Now.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SharpenCX

MARCH 3, 2020

You’ve got some butterflies in your stomach, enter the office building, and… there’s no one to greet you. You ask the receptionist where you’re supposed to go, and it’s evident he didn’t even know you were starting today. No one takes you to lunch, or introduces you to the rest of the team.

Contact Center 86

Contact Center Coaching Call Center call center software 86

AskNicely

MARCH 30, 2017

Customers who aren’t satisfied leave…And there are only so many customers you can lose before your company bottoms out. So wouldn’t it be awesome if you had a way to precisely measure customer satisfaction levels, so that you can easily work out if your customers are happy? How do you know if your customers are satisfied?

Surveys 60

Surveys Customer retention Feedback Benchmark 60

Russel Lolacher

SEPTEMBER 20, 2022

A few reasons she is awesome – Keynote speaker and writer through her Brass Tack Thinking brand, she’s got 20+ years of marketing under her belt, she co-authored the book The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social , and she’s got a newsletter called DEAR F **S that I just never can miss.

Marketing 111

Marketing Employee engagement Feedback Personalization 111

Jon Arnold

FEBRUARY 20, 2019

I’ll tip my hat to the new constitution Take a bow for the new revolution Smile and grin at the change all around… You know the rest. The New Boss The big story was our formal introduction to Amy Chang, who now leads Cisco’s Collaboration Technology Group as SVP and GM. For this post, I’ll talk a bit about the new and the not so new.

Enterprise 75

Enterprise Contact Center Technology Marketing 75

GetFeedback

FEBRUARY 15, 2019

Interested in learning more about your customers so you can improve products, enhance customer experience , and ultimately drive growth? Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. The Ins & Outs of NPS.

Surveys 60

Surveys CRM Feedback Sales 60

Maru Group

JUNE 6, 2019

My client looked at me, astonished and said, “ You want to do what with my respondents?!” For example: Imagine you go to purchase ingredients for your traditional Friday pasta dinner. You stand at the store shelves and they don’t have your favorite brand. What do you look for? What do you ultimately buy?

40

40

Maru Group

JUNE 6, 2019

My client looked at me, astonished and said, “ You want to do what with my respondents?!” For example: Imagine you go to purchase ingredients for your traditional Friday pasta dinner. You stand at the store shelves and they don’t have your favorite brand. What do you look for? What do you ultimately buy?

40

40

ClientSuccess

SEPTEMBER 24, 2019

The way I’ve always done this is speaking with each department head as I join a company. For example, with the sales team we might consider how customer success can help the company become more commercial in the way we pitch products. Being on the CSM frontline allows us to directly influence the success of our clients.

Engineering 40

Engineering SaaS Sales Best practices 40

Netomi

APRIL 7, 2023

Sure, you can hire a customer service leader consultant , but if you are looking for the best in-house operators, you’ve come to the right place. We wanted to recognize our 25 favorite customer service practitioners doing incredible work in the CX space today. As a result, CSAT has increased 24%.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

Vistio

DECEMBER 15, 2021

Bringing you back to my old QA days, but absolutely. Thank you, Hailey, appreciate it. Can you give our readers and listeners some insight into your background, where you started, and how you got to where you are today? That you called them, they helped you, and you were done.

Contact Center 52

Contact Center Banking contact center associations Technology 52

Russel Lolacher

JANUARY 23, 2022

A few reasons Vernon is awesome – he’s an Adjunct Professor of Podcasting at the UMSL School of Business at the University of Missouri, wrote a book called Master Your Message, host of his own podcast called The Social Strategy Podcast, consultant, speaker and all around adorable guy. How are you doing? ” Vernon Ross.

Employee engagement 98

Employee engagement Surveys Sales Personalization 98

RapportBoost

JUNE 17, 2019

Learn why transferring phone agents over to live chat without training can actually hurt the experience for visitors. Mike, thanks so much for joining us. Mike: Oh, you’re welcome, David. Give us a little background on you and your service before we go any further. Thanks for inviting me. David: Sure. David: Oh man.

Multichannel 66

Multichannel Contact Center Call Center Morale 66