CustomerSuccessBox

APRIL 4, 2022

Requesting client input is by far one of the most effective tools in any SaaS company’s toolbox for enhancing and optimizing the customer experience. After all, because they live the customer connection every day, your customers are your finest sounding board. It’s easy to become ‘too close to your project plans, issues, and implementation items as CSMs and customer success leaders, and lose sight of the wider customer success picture.

Feedback 52

Feedback SaaS Surveys Management 52

Callminer

APRIL 4, 2022

Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used and how to make the most of this valuable metric.

Metrics 182

Metrics 182

Contact Center Pipeline

APRIL 4, 2022

Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I certainly didn’t. I thought it would take us a few months, COVID would be under control and life would resume back […].

Contact Center 130

Contact Center Call Center 130

Eptica

APRIL 4, 2022

Date: Monday, April 4, 2022 Author: Pauline Ashenden - Demand Generation Manager Four ways to avoid customers having to repeat themselves. Published on: April 04, 2022. Author: Pauline Ashenden - Demand Generation Manager When customers reach out to a contact centre, they want to feel their time is being valued. Which is why they hate having to repeat information, every time they are transferred to another agent or to another channel.

Best practices 119

Best practices Technology Management Customer Service 119

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Kapta Customer Success

APRIL 4, 2022

Leadership is essential to any account management team — but how do you ensure it’s happening, and happening well? According to Zippia , "Only 10% of people are natural leaders — another 20% show some qualities of basic managerial talent that can be cultivated into high-quality leadership.".

Accountability 97

Accountability Management 97

Nuance

APRIL 4, 2022

Even when you’re feeling well, a regular check-up can provide a useful insight into all the internal processes that keep your body ticking along. It helps you stay on top of your health, and gives you the opportunity to make lifestyle improvements as you go. It’s that same proactive approach that drives us to get [.] The post KLAS gives DAX an A in its Emerging Technology Spotlight Report appeared first on What’s next.

Technology 86

Technology Healthcare 86

Jon Arnold

APRIL 4, 2022

As expected, writing activity picked up last month, and here’s a digest from that front. Empathy in Action, My Book Review , BCStrategies, March 29 What’s the Difference Between Speech and Voice Recognition? , TechTarget, March 29 State of the Market Update, Speech and Voice Recognition , No Jitter, March 1.

Marketing 59

Marketing 59

Nicereply

APRIL 4, 2022

All you need to know about NPS. How well do you know your customers ? Many companies invest a lot of money , time , and energy in their marketing campaigns. They are constantly improving their product, offering discounts, preparing an attractive competition. Finally, what really matters is customer loyalty. The loyalty of your customers determines whether they will return to you in the future and whether they will recommend you to other people.

Surveys 52

Surveys Metrics Marketing 52

CSM Magazine

APRIL 4, 2022

Employee turnover is one of the most wasteful occurrences in any business. And in today’s world, it has become an increasingly recurring part of daily life. An article by Forbes even called 2021 a “Turnover Tsunami” and given the data emerging from Vieser citing 1 in 4 Americans will quit their job by the end of 2021, it’s easy to see why. Data from the US Bureau of Labor agrees with this, claiming over 4 million people quit their jobs in April 2021 alone.

Construction 52

Construction Employee engagement Management Analytics 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

Nicereply

APRIL 4, 2022

All you need to know about NPS. How well do you know your customers ? Many companies invest a lot of money , time , and energy in their marketing campaigns. They are constantly improving their product, offering discounts, preparing an attractive competition. Finally, what really matters is customer loyalty. The loyalty of your customers determines whether they will return to you in the future and whether they will recommend you to other people.

Surveys 52

Surveys Metrics Marketing 52

CSM Magazine

APRIL 4, 2022

In this modern age of commerce, it is more vital than ever to take out business insurance for your retail organization. Whether you have bricks and mortar buildings or solely run on e-commerce, you need to protect your employees, customers, and the organization itself. For some businesses, the field of retail business insurance options is an afterthought, but when unforeseen problems occur, it can become a very damaging and costly oversight.

Transportation 52

Transportation Government Management 52

DMG Consulting

APRIL 4, 2022

The Contact Center’s AI Revolution. By Donna Fluss. View this article on the publishers website. Artificial intelligence—the term itself conjures up images from decades-old sci-fi books, television, and movies of autonomous robots that become so smart they eventually try to overthrow humanity. But as recently as five years ago, AI was not really a thing in most IT sectors, including contact center technology.

Contact Center 48

Contact Center Healthcare contact center solutions Analytics 48

Steve DiGioia

APRIL 4, 2022

I was never rattled by an upset customer. Never hesitated to speak with them, never cowered in fear, and never pushed them off to a coworker. I looked forward to the opportunity to “make things right”. When the sh*t hit the fan, I always knew what to do. How can that be? Am I crazy and want to get into an argument with an angry customer ? Of course not.

Customer Service 55

Customer Service Personalization Management 55

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 Experience

SmartKarrot

APRIL 4, 2022

Role: Customer Success Manager. Location: Remote, United States. Organization: Evisort. As a Customer Success Manager, you will be involved in all aspects of account management, training, support, driving value, and being a trusted client partner by serving as the primary contact for the onboarding of new customers, the training of platform end users, as well as post-go-live support.

Upselling 19

Upselling Accountability Consulting Consulting 19

JivoChat

APRIL 4, 2022

How to evaluate if your ecommerce performance is going towards the expected results? How can you identify what needs to be changed? When you define the ecommerce KPIs (key performance indicators), they function as guides and help you measure the results. It’s important, though, to know what needs to be measured and define the indicators that are related to the success of your entrepreneurship.

Abandon rate 75

Abandon rate Customer retention Sales Benchmark 75

SmartKarrot

APRIL 4, 2022

To build a successful business in the current market, you must consider several variables. Customers are one of these critical factors. In recent years, we have seen organizations becoming customer-centric to cater to their needs and ensure their satisfaction. Businesses see it as a promising way to gain a competitive advantage, especially in crowded markets.

Customer centricity 10

Customer centricity Benchmark Marketing Best practices 10

ShepHyken

APRIL 4, 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. Customer Service Is DEAD: Now What? by Mitche Graf. (CEOWorld Magazine) Traditional customer service (CS) in the business world is officially DEAD!

Customer Service 180

Customer Service Surveys Customer Experience Analytics 180

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. It is necessary to grow in a long-lasting, sustainable manner. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success.

Customer centricity 10

Customer centricity SaaS B2B Employee engagement 10